[rt-users] Custom Field, date type searching

[Blair Harrison]

Hi All,

I have a custom field in one of our queues with the "select date" type.

I'm trying to do a search for tickets which have this field set to greater
than today, so I can add this to a saved search.

This works if i specify the date as a numeric in the search form, but not
the literal "today" which should work?

I have tried both the select date, and select datetime type of fields but
behaviour seems to be the same for both types.

Any Ideas?

Currently running RT 4.0.5

Cheers,
Blair

[rt-users] Email Message

[Bryon Baker]

Does anyone now how to get rid of this return message?



RT could not load a valid user, and RT's configuration does not allow for the 
creation of a new user for your email.



I have set the everyone user to allow create and reply to tickets rights. The 
user email also already exists in the database. Tickets are also getting 
created.



Thanks
Bryon Baker
Network Operations Manager
Copesan - Specialists in Pest Solutions
800-267-3726  *  262-783-6261 ext. 2296
bba...@copesan.com
www.copesan.com
"Servicing North America with Local Care"

Re: [rt-users] RT 4.2 and ownership of tickets after comments

[Chris Hall]

Fixed

It was as I suspected. (I think)  The scrips were running and changing the
owner of the ticket, and then RT was applying everything to the ticket
update, including the "Ticket and Transaction" section afterwards.  Since
this section holds a field marked "Owner" and is defaultly populated by the
old owner, RT was reading that value and using it to re-set the owner after
the scrip had ran.

I'm not a programmer, so my fix is quick and dirty.  But this is what I
did.  I removed the following code from Update.html

{   name => 'Owner',
comp => '/Elements/SelectOwner',
args => {
Name => "Owner",
TicketObj=> $TicketObj,
QueueObj => $TicketObj->QueueObj,
DefaultLabel => loc("[_1] (Unchanged)",
$m->scomp('/Elements/ShowUser', User => $TicketObj->OwnerObj)),
Default  => $ARGS{'Owner'}
}
},

This removed the owner field from the comment page.  My users never change
the owner here anyways.

I know changing this file in this way means in the future upgrades will
probably overwrite my changes, but for now everybody is happy and I just
have to be aware that this fix is needed if it's ever overwritten by an
upgrade.


On Wed, Nov 6, 2013 at 2:02 PM, Asif Iqbal  wrote:

>
> On Wed, Nov 6, 2013 at 12:20 PM, Chris Hall  wrote:
>
>> Nov  6 09:56:39 rt RT: [30613]
>>  #57417/999087 - Scrip
>> 2 On Owner Change Notify Owner
>> Nov  6 09:56:39 rt RT: [30613]
>>  No recipients found.
>> Not sending.
>> Nov  6 09:56:39 rt RT: [30613]
>>  #57417/999089 - Scrip
>> 2 On Owner Change Notify Owner
>> Nov  6 09:56:39 rt RT: [30613]
>>  sent  To: x...@xxx.com
>>
>
>
> This log does not really show the event when RT forcibly changed the
> owner. You might need to provide a fresh complete log for a new event.
>
> Also, do you might have any scrip in "Scrips which apply to all queues"
> and "Current Scrips" section? A snapshot of /Admin/Queues/Scrips.html?id=XX
> where XX is the ``id'' of the queue might show that.
>
> Please include all when you reply.
>
>
> --
> 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] Question about rt-mailgate

[Beachey, Kendric]

It looks like what you need to do is send an email (with any subject line and 
any content) to your aliased address, which would be:

r...@rtbox.yourdomain.com

One suggestion...you might consider using alias names that matches your queue 
name, so you can have more than one active queue.

In other words, something more like...

support:  '|/opt/rt4/bin/rt-mailgate --queue Support --action correspond ...'
support-comment: '|/opt/rt4/bin/rt-mailgate --queue Support -action comment ...'

And then you'd send email to 
supp...@rtbox.yourdomain.com or 
support-comm...@rtbox.yourdomain.com
 .

(Don't cut-and-paste those lines, as I think Outlook has done some stupid 
"autocorrect" junk on them.  :-p )
--
Kendric Beachey


From: rt-users-boun...@lists.bestpractical.com 
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Abdallah TABI
Sent: Wednesday, November 06, 2013 4:04 AM
To: falc...@bestpractical.com; RT users; r...@bestpractical.com; Alexandre 
LEPREVOST
Subject: [rt-users] Question about rt-mailgate

Good morning,

I have some questions regarding rt-mailgate, hope you will be able to help me.
I tried to configured it as said in the RT 4-2-0 documentation. I have two 
queue on my RT-environment "Support" and "R&D".

I added on /etc/aliases the following content:

rt:   "|/opt/rt4/bin/rt-mailgate --queue Support --action correspond
  --url http://10.0.30.214";

rt-comment:  "|/opt/rt4/bin/rt-mailgate --queue Support --action comment
  --url http://10.0.30.214";

What I need now it's an example of email creation, like how should I need to 
fill my email to create the new ticket in the queue "Support".

Thanks in advance,
Regards.
Abdallah Tabi
Support Team - a...@efficientip.com
[Image removed by sender.]
4 rue de l´Abreuvoir
92 400 Courbevoie
France
a...@efficientip.com
Tel : +33 (0)1 75 84 88 98
Fax : +33 (0)9 57 88 09 40
www.efficientip.com



CONFIDENTIALITY NOTICE: This email and any attachments are for the sole use of 
the intended recipient(s) and contain information that may be confidential 
and/or legally privileged. If you have received this email in error, please 
notify the sender by reply email and delete the message. Any disclosure, 
copying, distribution or use of this communication (including attachments) by 
someone other than the intended recipient is prohibited. Thank you.
<>

Re: [rt-users] RT 4.2 and ownership of tickets after comments

[Asif Iqbal]

On Wed, Nov 6, 2013 at 12:20 PM, Chris Hall  wrote:

> Nov  6 09:56:39 rt RT: [30613]
>  #57417/999087 - Scrip 2
> On Owner Change Notify Owner
> Nov  6 09:56:39 rt RT: [30613]
>  No recipients found.
> Not sending.
> Nov  6 09:56:39 rt RT: [30613]
>  #57417/999089 - Scrip
> 2 On Owner Change Notify Owner
> Nov  6 09:56:39 rt RT: [30613]
>  sent  To: x...@xxx.com
>


This log does not really show the event when RT forcibly changed the owner.
You might need to provide a fresh complete log for a new event.

Also, do you might have any scrip in "Scrips which apply to all queues" and
"Current Scrips" section? A snapshot of /Admin/Queues/Scrips.html?id=XX
where XX is the ``id'' of the queue might show that.

Please include all when you reply.

-- 
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] RT 4.2 and ownership of tickets after comments

[Chris Hall]

To better illustrate what I'm seeing, here's a screen cap.
http://i.imgur.com/FTlLGYO.jpg
On the top is what I see when I tried to comment on a ticket.
On the bottom is a clip from the history, where you can see one person
commenting, RT changing ownership to them, and then they immediately return
ownership.

I have a theory as to what might be happening.  Could it be possible that
the scrips are processed before the changes?  If so, perhaps my scrip is
changing ownership of the ticket, and then RT sees on the right in the
"Ticket and Transaction" section a different owner than the ticket now has,
and the user changes it?

This is all I can really find in the log as far as anything useful.  Below
you can see that scrip 2 fires off when my scrip forcefully changes
ownership.  It then immediately fires off again because the user has given
ownership back to the original owner.

I've noticed that if I revoke the ModifyTicket permission the RT scrip will
change the owner to them, and then they are aunable to change the owner
back.  The result at the top is a message saying the comment was added,
followed by a line that reads "Permission Denied".  As far as I can tell,
this achieves the desired effect.  However, a lot of people aren't happy
about doing it this way.

I just tried removing all scrips from the queue except my scrip that
changes owner, and the result was the same.  So it's not a problem w/
another scrip that's running.  Below is a log snippet.

Nov  6 09:56:39 rt RT: [30613]
 #57417/999085 - Scrip 8
On Comment Notify AdminCcs as Comment
Nov  6 09:56:39 rt RT: [30613]
 sent  Bcc: x...@xxx.com,
x...@xxx.com
Nov  6 09:56:39 rt RT: [30613]
 #57417/999085 - Scrip 9
On Comment Notify Other Recipients as Comment
Nov  6 09:56:39 rt RT: [30613]
 No recipients found. Not
sending.
Nov  6 09:56:39 rt RT: [30613] Auto assign ticket #57417 to user #230355
Nov  6 09:56:39 rt RT: [30613]
 #57417/999087 - Scrip 2
On Owner Change Notify Owner
Nov  6 09:56:39 rt RT: [30613]
 No recipients found. Not
sending.
Nov  6 09:56:39 rt RT: [30613]
 #57417/999089 - Scrip 2
On Owner Change Notify Owner
Nov  6 09:56:39 rt RT: [30613]
 sent  To: x...@xxx.com
Nov  6 09:56:39 rt RT: [30613] Use of uninitialized value in concatenation
(.) or string at /opt/rt4/sbin/../lib/RT/Interface/Web.pm line 1793.
Nov  6 09:56:39 rt RT: [30613] More than 50 possible Owners found for Queue
41; switching to autocompleter


On Wed, Nov 6, 2013 at 10:54 AM, Asif Iqbal  wrote:

>
>
>
> On Wed, Nov 6, 2013 at 10:04 AM, Chris Hall  wrote:
>
>> I'm officially stumped.  This apparently is an issue that doesn't effect
>> everybody, but the people it does I can't pin down why.  I did a separate
>> RT installation on another server and verified that my scrip works.  This
>> wasn't a problem before 4.2, so it must be some sort of fail safe I'm
>> guessing.  So here's what I've noticed..
>>
>> The logs show a scrip firing twice that emails the owner when the owner
>> changes.
>> In the history it shows RT forcefully changing the owner.
>> The next thing that happens is the new owner "gives" the ticket to the
>> old owner.
>> Some people in some queues are not affected.
>>
>> I've double, triple checked permissions on people and groups.  I've
>> re-read through all my scrips and nothing except my scrip is changing
>> ownership.  No queues have any special scrips, they are all global.  I'm at
>> a complete loss what could be causing this anomaly.  Is there somewhere I
>> can go or something I can turn on that will enable like a debug mode so I
>> can see what's happening on a step by step basis when something happens
>> like a comment?
>>
>
>
> Some log related to one of this event would help, even if you have to
> sanitize it first.
> But make sure you provide complete logs, so no scrip action gets skipped
> while you are
> pasting it here.
>
>
>
>>
>>
>> On Tue, Nov 5, 2013 at 3:45 PM, Alex Vandiver 
>> wrote:
>>
>>> On Tue, 2013-11-05 at 15:36 -0500, Chris Hall wrote:
>>> > Still haven't found anything.  What's odd is that it's not a problem
>>> > w/ the scrip.  The scrip still works.  RT force changes the owner to
>>> > whoever made the comment.  It even shows up in the history.  But it's
>>> > like the very next thing that happens is the new owner "gives" the
>>> > ownership back to the original owner.  I can't seem to figure out why.
>>>
>>> Look at your logs; I suspect you have a second scrip which is firing to
>>> give it back.
>>>  - Alex
>>>
>>>
>>>
>>
>
>
> --
> 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] RT 4.2 and ownership of tickets after comments

[Asif Iqbal]

On Wed, Nov 6, 2013 at 10:04 AM, Chris Hall  wrote:

> I'm officially stumped.  This apparently is an issue that doesn't effect
> everybody, but the people it does I can't pin down why.  I did a separate
> RT installation on another server and verified that my scrip works.  This
> wasn't a problem before 4.2, so it must be some sort of fail safe I'm
> guessing.  So here's what I've noticed..
>
> The logs show a scrip firing twice that emails the owner when the owner
> changes.
> In the history it shows RT forcefully changing the owner.
> The next thing that happens is the new owner "gives" the ticket to the old
> owner.
> Some people in some queues are not affected.
>
> I've double, triple checked permissions on people and groups.  I've
> re-read through all my scrips and nothing except my scrip is changing
> ownership.  No queues have any special scrips, they are all global.  I'm at
> a complete loss what could be causing this anomaly.  Is there somewhere I
> can go or something I can turn on that will enable like a debug mode so I
> can see what's happening on a step by step basis when something happens
> like a comment?
>


Some log related to one of this event would help, even if you have to
sanitize it first.
But make sure you provide complete logs, so no scrip action gets skipped
while you are
pasting it here.



>
>
> On Tue, Nov 5, 2013 at 3:45 PM, Alex Vandiver wrote:
>
>> On Tue, 2013-11-05 at 15:36 -0500, Chris Hall wrote:
>> > Still haven't found anything.  What's odd is that it's not a problem
>> > w/ the scrip.  The scrip still works.  RT force changes the owner to
>> > whoever made the comment.  It even shows up in the history.  But it's
>> > like the very next thing that happens is the new owner "gives" the
>> > ownership back to the original owner.  I can't seem to figure out why.
>>
>> Look at your logs; I suspect you have a second scrip which is firing to
>> give it back.
>>  - Alex
>>
>>
>>
>


-- 
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] RT 4.2 and ownership of tickets after comments

[Chris Hall]

I'm officially stumped.  This apparently is an issue that doesn't effect
everybody, but the people it does I can't pin down why.  I did a separate
RT installation on another server and verified that my scrip works.  This
wasn't a problem before 4.2, so it must be some sort of fail safe I'm
guessing.  So here's what I've noticed..

The logs show a scrip firing twice that emails the owner when the owner
changes.
In the history it shows RT forcefully changing the owner.
The next thing that happens is the new owner "gives" the ticket to the old
owner.
Some people in some queues are not affected.

I've double, triple checked permissions on people and groups.  I've re-read
through all my scrips and nothing except my scrip is changing ownership.
 No queues have any special scrips, they are all global.  I'm at a complete
loss what could be causing this anomaly.  Is there somewhere I can go or
something I can turn on that will enable like a debug mode so I can see
what's happening on a step by step basis when something happens like a
comment?


On Tue, Nov 5, 2013 at 3:45 PM, Alex Vandiver wrote:

> On Tue, 2013-11-05 at 15:36 -0500, Chris Hall wrote:
> > Still haven't found anything.  What's odd is that it's not a problem
> > w/ the scrip.  The scrip still works.  RT force changes the owner to
> > whoever made the comment.  It even shows up in the history.  But it's
> > like the very next thing that happens is the new owner "gives" the
> > ownership back to the original owner.  I can't seem to figure out why.
>
> Look at your logs; I suspect you have a second scrip which is firing to
> give it back.
>  - Alex
>
>
>

Re: [rt-users] Fail over & Cie How you do it

[Thomas Bätzler]

Salut,

Am 06.11.2013 14:59, schrieb Albert Shih:
> Hi,
>
> For one time not exactly a technical question.
>
> Long time ago when first time I install a RT it's for my own use. After
> that the « virus » spread to my team. 
>
> Now all IT team use RT. 
>
> They are some project to extend RT to other services. 
>
> That's mean progressively RT become a very important software.
>
> But in that case how you manage to do some upgrade, maintenance, etc..
>
> If I take the « mail » example, it's « easy » to make a upgrade/maintenance
> of mai-server because we don't loose any mail. If the smtp server is down, 
> all 
> MTA known to keep mails in the queue. 
>
> If RT is down, all request go to a blackhole. Until now what I'm doing is
> to change the aliases tables before update
>
> request --> RT
>
> to
>
> request --> somebody@
>
> and when RT come back, I push the ticket manually. But that's is possible
> because I don't have so much ticket. 
>
> So my question is when you RT is very important how you do the
> failover/upgrade/maintenance.

We're running RT on a dedicated machine, so the local mail server on
that box is only responsible for handing off mails to rt-mailgate. When
we're doing upgrades, we're using iptables firewall rules to block
incoming external smtp connections - we can still send test mails to see
wether ticket creation works locally, but mail from other systems will
not be delivered until we remove the blocking rules. If you want to be
100% sure of not losing any mail, just set up another mail system to act
as a secondary MX for your RT mail domains - that way you can be sure
the mails are held as long as needed.

As for upgrading - best practise is probably to set up a staging system
that's mostly identical to the production system, then try out the
upgrade on the staging system before you do it on the production system.
Always make a backup of your database, RT installation and site_lib Perl
tree before doing RT upgrades.

HTH,
Thomas

[rt-users] Fail over & Cie How you do it

[Albert Shih]

Hi,

For one time not exactly a technical question.

Long time ago when first time I install a RT it's for my own use. After
that the « virus » spread to my team. 

Now all IT team use RT. 

They are some project to extend RT to other services. 

That's mean progressively RT become a very important software.

But in that case how you manage to do some upgrade, maintenance, etc..

If I take the « mail » example, it's « easy » to make a upgrade/maintenance
of mai-server because we don't loose any mail. If the smtp server is down, all 
MTA known to keep mails in the queue. 

If RT is down, all request go to a blackhole. Until now what I'm doing is
to change the aliases tables before update

request --> RT

to

request --> somebody@

and when RT come back, I push the ticket manually. But that's is possible
because I don't have so much ticket. 

So my question is when you RT is very important how you do the
failover/upgrade/maintenance.

Regards.

JAS




-- 
Albert SHIH
DIO bâtiment 15
Observatoire de Paris
5 Place Jules Janssen
92195 Meudon Cedex
France
Téléphone : +33 1 45 07 76 26/+33 6 86 69 95 71
xmpp: j...@obspm.fr
Heure local/Local time:
mer 6 nov 2013 14:40:26 CET

[rt-users] Question about rt-mailgate

[Abdallah TABI]

*Good morning,*

*I have some questions regarding rt-mailgate, hope you will be able to help
me.*
*I tried to configured it as said in the RT 4-2-0 documentation. I have two
queue on my RT-environment "Support" and "R&D".*

*I added on /etc/aliases the following content:*

*rt:   "|/opt/rt4/bin/rt-mailgate --queue Support --action correspond*
*  --url http://10.0.30.214 "*

*rt-comment:  "|/opt/rt4/bin/rt-mailgate --queue Support --action comment*
*  --url http://10.0.30.214 "*

*What I need now it's an example of email creation, like how should I need
to fill my email to create the new ticket in the queue "Support".*

*Thanks in advance,*
*Regards.*
*Abdallah Tabi*
Support Team - a...@efficientip.com





*4 rue de l´Abreuvoir92 400 courbevoiefranc...@efficientip.com
 Tel : +33 (0)1 75 84 88 98Fax : +33 (0)9 57 88 09
40www.efficientip.com *