[rt-users] __TimeLeft__ no value in the column
Hi I have added below to the RT_SiteConfig.pm and all are working fine except
the __TimeLeft__ it just come as an empty column, can any one tell me how to
rectify this. I am using RT4, oracle db and Redhat linux
Set ($DefaultSearchResultFormat, qq{
'bA
HREF=$RT::WebPath/Ticket/Display.html?id=__idid__/a/b/TITLE:#',
'__QueueName__',
'bA
HREF=$RT::WebPath/Ticket/Display.html?id=__idSubject__/a/b/TITLE:Subject',
'__Status__',
'__OwnerName__',
'__Priority__',
'__CustomField.{SLA}__',
'__NEWLINE__',
'',
'small__Requestors__/small',
'small__CreatedRelative__/small',
'small__ToldRelative__/small',
'small__LastUpdatedRelative__/small',
'bsmall__Created__small/a/b/TITLE:Create Date',
'small__TimeLeft__/small'
});
Thanks and Regards
--
RT Training in Seattle, June 19-20: http://bestpractical.com/training
Re: [rt-users] Problem with mail bounce
There definitely is something weird with the way the reply-to header is treated from RT. I did some more tests on a quite clean test system (RT 3.8.10) and I always get a permission denied error as soon as I add the reply-to header. By enabling debug logs I see RT thinks he is receiving the email message from the address in the reply-to header instead of the from header. That would also explain why I was getting the RT Received mail ( ) from itself. message in my previous experiments. I know I'm not on the latest release... is this a known problem (already fixed, maybe)? I also found very old references to this same problem in the mailing list archives (without meaningful replies). Bye Cris Guadagnino Cristiano wrote: Hi all, we have a problem when we need to forward a ticket (or part of it) to someone who is not a requestor or CC of the ticket itself. RT currently has a limitation on the forward operation, in that it doesn't allow to add a comment to the forwarded message. This is not acceptable, because the receiving end will not know why he/she receives the message and what we're talking about. To overcome this limitation we usually proceed like this: 1) we copy the text to forward in a new Outlook message 2) we set the sender as the private email address of who is sending 3) we mangle the subject so that it contains the magic RT token with the number of the original ticket 4) we add a special RT adress as BCC; this address is configured so that it triggers a comment action instead of a correspond action This has always worked well, although it is a bit cumbersome. But sometimes the receiving end replies, starting a lengthy new thread that needs to be appended to the ticket history. We can do it by forwarding each message to the special RT address (see step 4 above), but this is not optimal. Instead we thought of modifying the procedure adding a fifth step: 5) set the Reply-To header with our normal RT address This way, when the subject receiving the forwarded email replies, it automatically is appended to the ticket and other participants are notified of the reply. However when we try to do this, RT replies back telling that it cannot record the email, with a permission denied error. The RT log reports that RT believes it got a message from itself and so it did not record it. Here is one example: [Mon May 6 09:42:32 2013] [crit]: RT Received mail ( ) from itself. (/opt/rt3/bin/../lib/RT/Interface/Email.pm:1740) [Mon May 6 09:42:32 2013] [crit]: RT thinks this message may be a bounce (/opt/rt3/bin/../lib/RT/Interface/Email.pm:244) [Mon May 6 09:42:32 2013] [error]: Could not record email: Message Bounced (/opt/rt3/share/html/REST/1.0/NoAuth/mail-gateway:75) I can't figure out why RT thinks it is receiving a mail from itself. Is it a bug? Or is there something else that I can't think of? Thank you in advance. Bye Cris -- Cristiano Guadagnino Servizio Data Administration Bankadati S.I. Gruppo Credito Valtellinese Tel. +39-0342-522172 -- Cristiano Guadagnino Servizio Data Administration Bankadati S.I. Gruppo Credito Valtellinese Tel. +39-0342-522172 -- RT Training in Seattle, June 19-20: http://bestpractical.com/training
Re: [rt-users] Generate end of the day report and email
I would setup a search the way you want, save it, then add it to a dashboard. Then you can setup subscriptions on it to whomever you like, at whatever interval you like. This is assuming you have setup all the necessary contab lines outlined in the initial installation. From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Asanka Gunasekera Sent: Friday, May 10, 2013 1:48 AM To: rt-users@lists.bestpractical.com Subject: [rt-users] Generate end of the day report and email Hi, is there any way to auto generate end of the day report and emal this to management (all open, all new etc) I am using RT4 and oracle database on redhat Thanks and Regards -- RT Training in Seattle, June 19-20: http://bestpractical.com/training
[rt-users] RES: Generate end of the day report and email
Made this bash script to accomplish using RT CLI. Just customize “From:”, To:” and “Status” search in rt ls command and schedule on crontab. This script will list all tickets and mail fields to temp file after that a while loop will add html tags (tables and rows) trough command sed, so I got a nice looking mail report. (http://postimg.org/image/yfmlp9307/) If you want to color the rows use this before sendmail command: sed -i -e '/Nobody/s/D2EAF1/CC/g' $MAIL sed -i -e '/diaulas.castro/s/D2EAF1/6FCCFF/g' $MAIL This will change all tickets by nobody to gray and Diaulas.castro to light blue PS: I know! RT-CRONTOOL exist, but I m not perl expert.. =( export RTORDERBY=owner MAIL=/tmp/rel_todos_tickets_abertos.sh.mail echo From: MY_TICKET@MY_DOMAIN.COM $MAIL echo To: direct...@mydomain.com $MAIL echo MIME-Version: 1.0 $MAIL echo 'Content-type: text/html; charset=iso-8859-1' $MAIL echo boundary=`date +%s`/rt.MY.DOMAIN.COM $MAIL echo Subject: All open Tickets:$(date +%d/%m/%y)$MAIL echo $MAIL echo html$MAIL echo HEAD$MAIL echo /HEAD $MAIL echo BODY$MAIL echo span style=\'font-size:11.0pt;font-family:Calibri,sans-serif;color:#1F497D\' $MAIL echo table$MAIL /usr/bin/rt ls Status != resolved AND Status != report AND Status != plantao AND Status != stalled -f id,subject,queue,status,owner,lastupdated |iconv -f UTF-8 -t ISO8859-1 /tmp/rel.tmp while read line ; do echo span style='color:#00'TRTD style='background:#D2EAF1;padding:0cm 5.4pt 0cm 5.4pt'$line/TD/TR/span | sed s//TD style='background:#D2EAF1'/g done /tmp/rel.tmp $MAIL echo /table $MAIL echo /BODY $MAIL echo /html $MAIL /usr/sbin/sendmail -t $MAIL De: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] Em nome de Asanka Gunasekera Enviada em: sexta-feira, 10 de maio de 2013 05:48 Para: rt-users@lists.bestpractical.com Assunto: [rt-users] Generate end of the day report and email Hi, is there any way to auto generate end of the day report and emal this to management (all open, all new etc) I am using RT4 and oracle database on redhat Thanks and Regards -- RT Training in Seattle, June 19-20: http://bestpractical.com/training
Re: [rt-users] RES: Generate end of the day report and email
On 05/10/2013 09:12 AM, Diaulas Castro wrote: Made this bash script to accomplish using RT CLI. Just customize “From:”, To:” and “Status” search in rt ls command and schedule on crontab. You really want to look at dashboards and dashboard subscriptions in RT's web interface. -- RT Training in Seattle, June 19-20: http://bestpractical.com/training
Re: [rt-users] Problem with mail bounce
On 05/10/2013 07:03 AM, Guadagnino Cristiano wrote: There definitely is something weird with the way the reply-to header is treated from RT. I did some more tests on a quite clean test system (RT 3.8.10) and I always get a permission denied error as soon as I add the reply-to header. By enabling debug logs I see RT thinks he is receiving the email message from the address in the reply-to header instead of the from header. That would also explain why I was getting the RT Received mail ( ) from itself. message in my previous experiments. This is a feature, not a bug. Reply-To: is preferred over From: is preferred over Sender: when determining the actor via email. Among other things, this is useful to create tickets on behalf of someone else via email. The original From: is still visible in the ticket history. FWIW, we have code to let you include a message when forwarding, and I hope that it makes it into 4.2. 1) we copy the text to forward in a new Outlook message 2) we set the sender as the private email address of who is sending 3) we mangle the subject so that it contains the magic RT token with the number of the original ticket 4) we add a special RT adress as BCC; this address is configured so that it triggers a comment action instead of a correspond action 5) set the Reply-To header with our normal RT address Instead of doing the above, why don't you just keep it inside RT all along? 1) Copy text to forward into a new RT comment 2) Set the One-time Cc to the person receiving the forward 3) Uncheck all other recipients from the Scrips and Recipients box. This should be easier if you enable the $SimplifiedRecipients option. Then the forward will come from RT originally, only go to the one-time cc, and be recorded on the ticket. Any replies will end up as comments on the ticket (assuming your queue comment address and /etc/aliases is setup correctly). Less steps, less needing to go outside RT only to shove stuff back in. -- RT Training in Seattle, June 19-20: http://bestpractical.com/training
Re: [rt-users] Multiple attachments
On 05/10/2013 05:12 AM, Alexander Kucheryuk wrote: Hi! I am running 4.0.12. Adding multiple attachment is not working. I can add one attachment (to ticket) and everything is fine. If I click add more files, I get redirected to Internal Server Error page. My logging level is set to debug, however, nothing shows up in logs. This is NOT self service. Can't reproduce this locally on 4.0.12. If there's an internal sever error, then there *must* be some sort of logs. Perhaps you're not looking in the right place? -- RT Training in Seattle, June 19-20: http://bestpractical.com/training
[rt-users] RES: RES: Generate end of the day report and email
Already saw, but I have so many reports and alerts by mail and some of them I cant get with dashboard/subscribe so I made some bash scripts and all of reports/alerts have the same style/looking. I have one that alert 2 times/day, he send mail to requestor telling that ticket # is awaiting for response, but I need it with same subject since the requestor reply will create new ticket . PS: I Have huge red colored text telling to not reply. I forgot dashboard/subscription when Asanka asked for this. -Mensagem original- De: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] Em nome de Thomas Sibley Enviada em: sexta-feira, 10 de maio de 2013 13:54 Para: rt-users@lists.bestpractical.com Assunto: Re: [rt-users] RES: Generate end of the day report and email On 05/10/2013 09:12 AM, Diaulas Castro wrote: Made this bash script to accomplish using RT CLI. Just customize “From:”, To:” and “Status” search in rt ls command and schedule on crontab. You really want to look at dashboards and dashboard subscriptions in RT's web interface. -- 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] RES: RES: Generate end of the day report and email
On 05/10/2013 10:52 AM, Diaulas Castro wrote: Already saw, but I have so many reports and alerts by mail and some of them I cant get with dashboard/subscribe so I made some bash scripts and all of reports/alerts have the same style/looking. I have one that alert 2 times/day, he send mail to requestor telling that ticket # is awaiting for response, but I need it with same subject since the requestor reply will create new ticket . PS: I Have huge red colored text telling to not reply. That sounds like you want rt-crontool. I know you said you had no experience with it, but try starting with our draft of expanded rt-crontool docs: https://github.com/bestpractical/rt/blob/4.0/add-rt-crontool-docs/docs/automating_rt.pod -- RT Training in Seattle, June 19-20: http://bestpractical.com/training
[rt-users] Modify email and ticket subject for tickets created from email
Hi All, I managed to get this working pretty well, but I would like to know if there's a smarter way to implement it. I have RT4. Here's the overview: We have attempted to adopt a standard email subject format of the form: Env|Sev|Msg|Tickets, where Env is environment and can be Prod, SIT, etc.; Sev stands for Severity and can be of the form Sev-1, Sev-2, etc; Msg is the actual subject, and Tickets is a comma-separated string of tickets where the RT ticket will be the first. The plan was to send an email to RT with the first 3 fields completed, RT will create the ticket and append the ticket number tag to the subject, such that subsequent emails will be captured by RT in the ticket. It works on my RT sandbox. I created a scrip and template to change the ticket subject and email subject. The perl code does more than just append the tag. I have logic to check for abbreviations for the different environments (such as using prd vs PROD), and using sev1 rather than Sev-1, etc. Since the logic to change the subject for both the email and the ticket is basically the same, I need to maintain essentially the same code in both places. My question: is there a smarter or better way to make this work? Please note: I want to expand the requirement to change a ticket's custom fields based on subject contents. For example, if the subject has PROD, I want to automatically set the environment custom field to PROD. Thanks much, Don -- RT Training in Seattle, June 19-20: http://bestpractical.com/training
[rt-users] RES: RES: RES: Generate end of the day report and email
Sounds good, will look. Btw i tested again subscription/Dashboard... on outlook that mail looks weird. Dashboard : http://postimg.org/image/4mwn115kn/ My bash : http://postimg.org/image/yfmlp9307/ -Mensagem original- De: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] Em nome de Thomas Sibley Enviada em: sexta-feira, 10 de maio de 2013 15:03 Para: rt-users@lists.bestpractical.com Assunto: Re: [rt-users] RES: RES: Generate end of the day report and email On 05/10/2013 10:52 AM, Diaulas Castro wrote: Already saw, but I have so many reports and alerts by mail and some of them I cant get with dashboard/subscribe so I made some bash scripts and all of reports/alerts have the same style/looking. I have one that alert 2 times/day, he send mail to requestor telling that ticket # is awaiting for response, but I need it with same subject since the requestor reply will create new ticket . PS: I Have huge red colored text telling to not reply. That sounds like you want rt-crontool. I know you said you had no experience with it, but try starting with our draft of expanded rt-crontool docs: https://github.com/bestpractical/rt/blob/4.0/add-rt-crontool-docs/docs/automating_rt.pod -- 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] RES: RES: RES: Generate end of the day report and email
On 05/10/2013 01:32 PM, Diaulas Castro wrote: Sounds good, will look. Btw i tested again subscription/Dashboard... on outlook that mail looks weird. Dashboard : http://postimg.org/image/4mwn115kn/ My bash : http://postimg.org/image/yfmlp9307/ You don't mention your RT version, but I believe it's better in a recent 4.0 release. -- RT Training in Seattle, June 19-20: http://bestpractical.com/training
[rt-users] RES: RES: RES: RES: Generate end of the day report and email
Hi Thomas, Its 4.0.1 -Mensagem original- De: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] Em nome de Thomas Sibley Enviada em: sexta-feira, 10 de maio de 2013 17:45 Para: rt-users@lists.bestpractical.com Assunto: Re: [rt-users] RES: RES: RES: Generate end of the day report and email On 05/10/2013 01:32 PM, Diaulas Castro wrote: Sounds good, will look. Btw i tested again subscription/Dashboard... on outlook that mail looks weird. Dashboard : http://postimg.org/image/4mwn115kn/ My bash : http://postimg.org/image/yfmlp9307/ You don't mention your RT version, but I believe it's better in a recent 4.0 release. -- 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] RES: RES: RES: RES: Generate end of the day report and email
On 05/10/2013 01:49 PM, Diaulas Castro wrote: Hi Thomas, Its 4.0.1 Yeah, upgrading should make the dashboard mails look better in Outlook. You can find the specific release by looking through our release notes: http://bestpractical.com/rt/release-notes/ Regardless, coming up to the latest 4.0.12 is worth it. -- RT Training in Seattle, June 19-20: http://bestpractical.com/training
[rt-users] logic of email transaction on RT
Hi, I'm just wondering where is the logic stored for when a user replies to an email that was generated by RT. How does RT know that particular comment replied via email goes to a particular ticket number? Where is that logic stored and is it modifiable? Thanks! Andy -- RT Training in Seattle, June 19-20: http://bestpractical.com/training
Re: [rt-users] Generate end of the day report and email
Thank you Andrew Best Regards From: Andrew Marosi amar...@luminance.us.com To: rt-users@lists.bestpractical.com rt-users@lists.bestpractical.com Sent: Friday, 10 May 2013, 20:49 Subject: Re: [rt-users] Generate end of the day report and email I would setup a search the way you want, save it, then add it to a dashboard. Then you can setup subscriptions on it to whomever you like, at whatever interval you like. This is assuming you have setup all the necessary contab lines outlined in the initial installation. From:rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Asanka Gunasekera Sent: Friday, May 10, 2013 1:48 AM To: rt-users@lists.bestpractical.com Subject: [rt-users] Generate end of the day report and email Hi, is there any way to auto generate end of the day report and emal this to management (all open, all new etc) I am using RT4 and oracle database on redhat Thanks and Regards -- 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] RES: Generate end of the day report and email
Thank you Diaulas, this looks neet Bet Regards From: Diaulas Castro diaulas.cas...@intersolution.inf.br To: rt-users@lists.bestpractical.com rt-users@lists.bestpractical.com Sent: Friday, 10 May 2013, 21:42 Subject: [rt-users] RES: Generate end of the day report and email Made this bash script to accomplish using RT CLI. Just customize “From:”, To:” and “Status” search in rt ls command and schedule on crontab. This script will list all tickets and mail fields to temp file after that a while loop will add html tags (tables and rows) trough command sed, so I got a nice looking mail report. (http://postimg.org/image/yfmlp9307/) If you want to color the rows use this before sendmail command: sed -i -e '/Nobody/s/D2EAF1/CC/g' $MAIL sed -i -e '/diaulas.castro/s/D2EAF1/6FCCFF/g' $MAIL This will change all tickets by nobody to gray and Diaulas.castro to light blue PS: I know! RT-CRONTOOL exist, but I m not perl expert.. =( export RTORDERBY=owner MAIL=/tmp/rel_todos_tickets_abertos.sh.mail echo From: MY_TICKET@MY_DOMAIN.COM $MAIL echo To: direct...@mydomain.com $MAIL echo MIME-Version: 1.0 $MAIL echo 'Content-type: text/html; charset=iso-8859-1' $MAIL echo boundary=`date +%s`/rt.MY.DOMAIN.COM $MAIL echo Subject: All open Tickets:$(date +%d/%m/%y) $MAIL echo $MAIL echo html $MAIL echo HEAD $MAIL echo /HEAD $MAIL echo BODY $MAIL echo span style=\'font-size:11.0pt;font-family:Calibri,sans-serif;color:#1F497D\' $MAIL echo table $MAIL /usr/bin/rt ls Status != resolved AND Status != report AND Status != plantao AND Status != stalled -f id,subject,queue,status,owner,lastupdated |iconv -f UTF-8 -t ISO8859-1 /tmp/rel.tmp while read line ; do echo span style='color:#00'TRTD style='background:#D2EAF1;padding:0cm 5.4pt 0cm 5.4pt'$line/TD/TR/span | sed s/ /TD style='background:#D2EAF1'/g done /tmp/rel.tmp $MAIL echo /table $MAIL echo /BODY $MAIL echo /html $MAIL /usr/sbin/sendmail -t $MAIL De:rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] Em nome de Asanka Gunasekera Enviada em: sexta-feira, 10 de maio de 2013 05:48 Para: rt-users@lists.bestpractical.com Assunto: [rt-users] Generate end of the day report and email Hi, is there any way to auto generate end of the day report and emal this to management (all open, all new etc) I am using RT4 and oracle database on redhat Thanks and Regards -- RT Training in Seattle, June 19-20: http://bestpractical.com/training -- RT Training in Seattle, June 19-20: http://bestpractical.com/training
