Re: [rt-users] Send message to every non Privileged users in the Queue
Thanks all. 2014-03-05 6:10 GMT+09:00 Kenneth Crocker : > Kevin, > > Well hell. I'm old. I wasn't thinking. You're right. > > Kenn > > Sent from my Windows Phone From: Kevin Falcone > Sent: 3/4/2014 11:52 AM > To: rt-users@lists.bestpractical.com > Subject: Re: [rt-users] Send message to every non Privileged users in > the Queue > Kenn > > >You can create a group and then write a scrip to search that group > membership and add them to > >the cc list. > > That's hugely unnecessary since you can just add a group as a Cc > after creation. > > Hajime > > >I have few hundred customers and few groups in the Queue.I want to > send the messages to them > >like 'sales notice' or 'security notice' perhaps with making a new > ticket.But apparently I > >can't add groups to CC when I create ticket. > >So is there any ways to send message to every non Privileged users in > the particular Queue? > > The Web UI won't allow that unfortunately, since it wants to parse > emails. It's an infrequent request. > > You can create the ticket, add the Cc, then correspond. > Alternately, depending on how you're handling these tickets, the API > accepts Principal ids, so you can assign a group on creation of the > ticket using that. > > -kevin > > -- > RT Training London, March 19-20 and Dallas May 20-21 > http://bestpractical.com/training > -- RT Training London, March 19-20 and Dallas May 20-21 http://bestpractical.com/training
[rt-users] Comment reply from email
Hi, Can RT distinguish repling to ticket or comment from email? Apparently it seems that all reply is recognized as "Correspondence" but I want to allow to reply comment from email which is not sent to the requester. I'm thinking to add script to check the title(like if [Comment] it is reply to comment) or see "Reference" of email header. Hajime -- RT Training London, March 19-20 and Dallas May 20-21 http://bestpractical.com/training
Re: [rt-users] Drop-down menu for Owner field disappeared
On Tue, 2014-03-04 at 17:05 -0600, Tim Wilson wrote: > RT suddenly stopped showing a drop-down menu for the Owner field > today. It's just a regular text box now. You can still type in it, and > the autocomplete works, but the drop-down is gone. We're running > 4.2.0. There's no difference in behavior in different browsers. Any > suggestions? For performance reasons, RT 4.2 switches to an autocomplete box once the number of possible owners grows beyond 50. If it did so suddenly, it's a fair bet that someone handed out OwnTicket too broadly, and the autocompleter is saving you from a drop-down that would otherwise contain, say, all users in your system. - Alex -- RT Training London, March 19-20 and Dallas May 20-21 http://bestpractical.com/training
[rt-users] Drop-down menu for Owner field disappeared
RT suddenly stopped showing a drop-down menu for the Owner field today. It's just a regular text box now. You can still type in it, and the autocomplete works, but the drop-down is gone. We're running 4.2.0. There's no difference in behavior in different browsers. Any suggestions? -- Tim Wilson Twin Cities, Minnesota, USA online: timwilson.info ph: 763.515.4960 -- RT Training London, March 19-20 and Dallas May 20-21 http://bestpractical.com/training
Re: [rt-users] MySQL Question (joins and stuff)
Jason this is brilliant! Thank you!
On 4 March 2014 13:57, j.hubbard wrote:
> Hi Landon, below is some sql I wrote (I'm not too good at sql so some of it
> could probably be optimized). It pulls a bunch of fields both system and
> custom as well as the first comment on the ticket and names the columns
> something friendly. Also it compensates for timezones since the db is in
> UTC.
>
> Hopefully it helps.
>
> The custom fields I am pulling are "Priority" (not the built-in one) and
> "Category". I have two different "Category" custom fields from two
> different queues but I am showing them both in one column, hence the OR in
> the first custom field join statement below.
>
> Let me know
>
>
>
> --begin SQL--
>
> SELECT T.id, T.EffectiveId, DATE(CONVERT_TZ(T.Created, '+00:00', '-04:00'))
> as 'Day Created',
> CONVERT_TZ(T.Created, '+00:00', '-04:00') as Created,
> CONVERT_TZ(T.Resolved,
> '+00:00', '-04:00') as Resolved,
> WEEK(CONVERT_TZ(T.Created, '+00:00', '-04:00')) as week,
> MONTH(CONVERT_TZ(T.Created, '+00:00', '-04:00')) as Month,
> U3.Name as 'Requestor', U6.EmailAddress as 'Requestor Email', U5.RealName
> as
> 'Requestor RealName',
> U4.City as 'Requestor City', U.name as 'Owner', U2.RealName as 'Owner
> RealName', Q.id as QueueID,
> Q.Name as 'Queue Name', T.Status, OOCF.Content as 'Priority',
> OCF.Content as 'Category', OCF.ObjectId, OCF.CustomField, T.Subject,
> TO_DAYS(IF(Resolved != '-00-00 00:00:00' AND
> Resolved != '1970-01-01 00:00:00',
> DATE(Resolved), CURDATE())) -
> TO_DAYS(DATE(T.Created)) as days_open
> FROM Tickets T
> LEFT JOIN Users U on U.id = T.Owner
> LEFT JOIN Users U2 on U2.id = T.Owner
> LEFT JOIN Queues Q on Q.id = T.Queue
> LEFT JOIN Users U3 on U3.id = T.Creator
> LEFT JOIN Users U4 on U4.id = T.Creator
> LEFT JOIN Users U5 on U5.id = T.Creator
> LEFT JOIN Users U6 on U6.id = T.Creator
> LEFT JOIN (ObjectCustomFieldValues OCF) on (OCF.ObjectId = T.id AND
> (OCF.CustomField = '3' OR OCF.CustomField = '5'))
> LEFT JOIN (ObjectCustomFieldValues OOCF) on (OOCF.ObjectId = T.id AND
> OOCF.CustomField = '4')
> WHERE Type = 'ticket'
> AND
> (
> Status IN ('open','stalled','new','autoclose','resolved','rejected')
> OR
> (
> Status = 'resolved'
> AND Resolved > DATE_SUB(CURDATE(), INTERVAL 30 DAY)
> )
> )
> ORDER BY T.id
>
> --end SQL--
>
>
>
> --
> View this message in context:
> http://requesttracker.8502.n7.nabble.com/MySQL-Question-joins-and-stuff-tp56822p56850.html
> Sent from the Request Tracker - User mailing list archive at Nabble.com.
> --
> RT Training London, March 19-20 and Dallas May 20-21
> http://bestpractical.com/training
>
>
--
Landon Stewart :: lstew...@iweb.com
Lead Specialist, Abuse and Security Management
Spécialiste principal, gestion des abus et sécurité
http://iweb.com :: +1 (888) 909-4932
--
RT Training London, March 19-20 and Dallas May 20-21
http://bestpractical.com/training
[rt-users] connecting correspondence to existing tickets
I have a situation where I am receiving updates from another automated ticketing system which do not include our ticket tag, but do use their own trouble ticket number in the Subject line. I want to attach all the traffic from those updates to the same ticket. The simplest way appears to be check on create to see if the new ticket is from specific sender, filter their trouble ticket number out of the Subject line, and look for that value in the custom field of an existing ticket. If I find one, merge the new ticket into that old ticket. If not, set the custom field of this new ticket. Am I missing something easier in the new RT? I started w/ 3.8, but we're up to 4.2.2 now and I may have missed some new helpful features... -- Eleanor J. Piglet Evans, e...@panix.com Customer Support, (212) 741-4400 -- RT Training London, March 19-20 and Dallas May 20-21 http://bestpractical.com/training
Re: [rt-users] MySQL Question (joins and stuff)
Hi Landon, below is some sql I wrote (I'm not too good at sql so some of it
could probably be optimized). It pulls a bunch of fields both system and
custom as well as the first comment on the ticket and names the columns
something friendly. Also it compensates for timezones since the db is in
UTC.
Hopefully it helps.
The custom fields I am pulling are "Priority" (not the built-in one) and
"Category". I have two different "Category" custom fields from two
different queues but I am showing them both in one column, hence the OR in
the first custom field join statement below.
Let me know
--begin SQL--
SELECT T.id, T.EffectiveId, DATE(CONVERT_TZ(T.Created, '+00:00', '-04:00'))
as 'Day Created',
CONVERT_TZ(T.Created, '+00:00', '-04:00') as Created, CONVERT_TZ(T.Resolved,
'+00:00', '-04:00') as Resolved,
WEEK(CONVERT_TZ(T.Created, '+00:00', '-04:00')) as week,
MONTH(CONVERT_TZ(T.Created, '+00:00', '-04:00')) as Month,
U3.Name as 'Requestor', U6.EmailAddress as 'Requestor Email', U5.RealName as
'Requestor RealName',
U4.City as 'Requestor City', U.name as 'Owner', U2.RealName as 'Owner
RealName', Q.id as QueueID,
Q.Name as 'Queue Name', T.Status, OOCF.Content as 'Priority',
OCF.Content as 'Category', OCF.ObjectId, OCF.CustomField, T.Subject,
TO_DAYS(IF(Resolved != '-00-00 00:00:00' AND
Resolved != '1970-01-01 00:00:00',
DATE(Resolved), CURDATE())) -
TO_DAYS(DATE(T.Created)) as days_open
FROM Tickets T
LEFT JOIN Users U on U.id = T.Owner
LEFT JOIN Users U2 on U2.id = T.Owner
LEFT JOIN Queues Q on Q.id = T.Queue
LEFT JOIN Users U3 on U3.id = T.Creator
LEFT JOIN Users U4 on U4.id = T.Creator
LEFT JOIN Users U5 on U5.id = T.Creator
LEFT JOIN Users U6 on U6.id = T.Creator
LEFT JOIN (ObjectCustomFieldValues OCF) on (OCF.ObjectId = T.id AND
(OCF.CustomField = '3' OR OCF.CustomField = '5'))
LEFT JOIN (ObjectCustomFieldValues OOCF) on (OOCF.ObjectId = T.id AND
OOCF.CustomField = '4')
WHERE Type = 'ticket'
AND
(
Status IN ('open','stalled','new','autoclose','resolved','rejected')
OR
(
Status = 'resolved'
AND Resolved > DATE_SUB(CURDATE(), INTERVAL 30 DAY)
)
)
ORDER BY T.id
--end SQL--
--
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[rt-users] [rt-announce] Reminder: Sign up for our first Request Tracker training of 2014!
Just a reminder that Best Practical's first RT training is taking place on March 19-20 in London, UK. This will likely be our only non-US public session this year. This training will introduce you to the new features in RT 4.2 as part of a comprehensive overview of RT. Whether you've been using Request Tracker for years or are a recent convert, you'll have a good understanding of all of RT's features and functionality by the end of the session. For both days, it is USD $1,495 for one person. This includes training materials, continental style breakfast, and snacks. You can register by heading over to our shop to pay via credit card (Amex not accepted, unfortunately.) You can also drop us a note at train...@bestpractical.com if you'd rather we send an invoice. Finally, if you're from an academic institution, or would like to send more than 3 people, let us know so we can give you a bit of a discount. We're always happy to answer any questions, so please don't be shy. -Best Practical___ rt-announce mailing list rt-annou...@lists.bestpractical.com http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-announce -- RT Training London, March 19-20 and Dallas May 20-21 http://bestpractical.com/training
Re: [rt-users] MySQL Question (joins and stuff)
Landon, I wrote some SQL to create reporting views for another system. Our RT was on Oracle, but the SQL might be similar enough to use as an example. I create a flattened view of Various Custom Fields, including Dates. Let me know if you're interested. Kenn Sent from my Windows Phone -- From: Landon Stewart Sent: 3/3/2014 3:02 PM To: RT Users Subject: [rt-users] MySQL Question (joins and stuff) Hello, I'd never modify the database without the API but I'd like a flattened version of the data as a snapshot every so often for statistical purposes. If I run the following MySQL query I basically get a line for every CustomField Value and it duplicates all the T.* fields while writing new data for the OCFV.* values on each line of course. SELECT T.id,Q.Name,T.Subject,T.Status,T.Created,T.Resolved,CF.Name,OCFV.Content FROM Tickets T, ObjectCustomFieldValues OCFV,CustomFields CF,Queues Q WHERE T.id = OCFV.ObjectID AND OCFV.CustomField = CF.id AND T.Queue = Q.id AND Q.Name = "Incidents" AND T.Status != "abandoned" AND OCFV.Disabled = 0 LIMIT 1000; OUTPUT: id Name Subject Status Created Resolved Name Content 16478020 Incidents open resolver - This host is most likely running an open DNS resolver. open 2013-09-19 19:19:41 2013-10-04 16:25:04 Constituency EDUNET 16478020 Incidents open resolver - This host is most likely running an open DNS resolver. open 2013-09-19 19:19:41 2013-10-04 16:25:04 IP 10.0.0.220 16478020 Incidents open resolver - This host is most likely running an open DNS resolver. open 2013-09-19 19:19:41 2013-10-04 16:25:04 CCName 16478020 Incidents open resolver - This host is most likely running an open DNS resolver. open 2013-09-19 19:19:41 2013-10-04 16:25:04 ClientName Johnny Appleseed 16478020 Incidents open resolver - This host is most likely running an open DNS resolver. open 2013-09-19 19:19:41 2013-10-04 16:25:04 Customer 9877659 16478020 Incidents open resolver - This host is most likely running an open DNS resolver. open 2013-09-19 19:19:41 2013-10-04 16:25:04 PreferredLanguage English What I'd like to do is have the output with the T.* columns like normal and each CF.Name as a column name with the value from OCFV.Content would be desired. I think I know this involves using the right INNER or OUTER or FULL JOIN or sub-queries or something but I'm afraid that's over my head here. I'm familiar with JOINs but not turning a table on it's side. It's either this or have a ridiculous amount of output feed into some ridiculous kludgy script to reformat it. If anyone knows how I could flatten this data so a snapshot of each ticket (within a date range based on Tickets.Created or Tickets.Resolved) on one line with CF names as columns and CF values as values can be achieved I would really really appreciate it. Failing that if anyone knows of any tips to figure this out (like a primer on turning tables on their side) I'd appreciate any advice you can give me. :-D -- Landon Stewart :: lstew...@iweb.com Lead Specialist, Abuse and Security Management Spécialiste principal, gestion des abus et sécurité http://iweb.com :: +1 (888) 909-4932 -- RT Training London, March 19-20 and Dallas May 20-21 http://bestpractical.com/training
Re: [rt-users] Send message to every non Privileged users in the Queue
Kevin, Well hell. I'm old. I wasn't thinking. You're right. Kenn Sent from my Windows Phone From: Kevin Falcone Sent: 3/4/2014 11:52 AM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Send message to every non Privileged users in the Queue Kenn >You can create a group and then write a scrip to search that group > membership and add them to >the cc list. That's hugely unnecessary since you can just add a group as a Cc after creation. Hajime >I have few hundred customers and few groups in the Queue.I want to send > the messages to them >like 'sales notice' or 'security notice' perhaps with making a new > ticket.But apparently I >can't add groups to CC when I create ticket. >So is there any ways to send message to every non Privileged users in the > particular Queue? The Web UI won't allow that unfortunately, since it wants to parse emails. It's an infrequent request. You can create the ticket, add the Cc, then correspond. Alternately, depending on how you're handling these tickets, the API accepts Principal ids, so you can assign a group on creation of the ticket using that. -kevin pgpm2Ok26lWS0.pgp Description: PGP signature -- RT Training London, March 19-20 and Dallas May 20-21 http://bestpractical.com/training
Re: [rt-users] Questions regarding email functionality
Great thanks for the help, this was kind of dumped in my lap and I know nothing about RT so still figuring things out. -- View this message in context: http://requesttracker.8502.n7.nabble.com/Questions-regarding-email-functionality-tp56836p56846.html Sent from the Request Tracker - User mailing list archive at Nabble.com. -- RT Training London, March 19-20 and Dallas May 20-21 http://bestpractical.com/training
Re: [rt-users] Questions regarding email functionality
On Tue, Mar 04, 2014 at 08:35:39AM -0800, James wrote: > I've inherited managing our organizations RT (4.0.10) system from an out > going employee. Now every time the previous guy would do anything > administrative (upgrading ect...) he'd pretty much dump every prior email > notification RT ever sent in our inboxes and I am hoping to avoid doing that > so: That's an amazing feat. Nothing in a normal RT upgrade or configuration change would do that. > 1.) Is there any documentation I can look through as my Googlefu didn't come > up with anything and Start at http://docs.bestpractical.com > 2.) Would something as simple restarted the httpd service cause this to > happen. No. Mail in RT is handed off to your MTA immediately. Re-sending that email means someone is rerunning all the transactions or has a bad mail queue that they're flushing or something similarly awful. -kevin pgpPSJCXM8Z4k.pgp Description: PGP signature -- RT Training London, March 19-20 and Dallas May 20-21 http://bestpractical.com/training
Re: [rt-users] Bad URL formation after search a ticket
On Tue, Mar 04, 2014 at 08:44:54AM +, GARCIA PEREZ, Alberto (Alberto)** CTR ** wrote: > What files do you need? > I attached the RT_Siteconfig.pm and the apache.conf in this email. You should know that your apache.conf doesn't actually contain your RT apache configuration (it sucks in configuration from elsewhere in the Debian package). > >I have just upgrade de RT from 3.6.6 to 4.0.4 Was your old RT located at the root of the server or did it also use /rt/ ? Also, now that we know you're using Debian packages, at least grab the ones from backports so you have 4.0.19 rather than 4.0.4 from 2011 > >I have an issue with a bad formation in the URL when I search for some > > tickets. > > > >To reproduce the issue, I search a ticket or use the quick search. Then > > I click on the ticket > >title and I can't go into the ticket. > > > >My correct URL is: > > http://159.23.30.240/rt/Ticket/Display.html?id=3638 > > > >But it shows: http://159.23.30.240/Ticket/Display.html?id=3638 If this happens on every search, rather than just some searches, I assume you either have a bogus DefaultSearchResultFormat in your config (but the config you sent says you don't have that). Alternately, you could have a bogus personal search format. Go check Tools -> Admin -> Tools -> System Configuration and search for your DefaultSearchResultFormat, is should have __WebPath__s in it. If it only happens for you, or only happens on some searches, there are different problems it could be. -kevin pgpZvQQt7dpdy.pgp Description: PGP signature -- RT Training London, March 19-20 and Dallas May 20-21 http://bestpractical.com/training
Re: [rt-users] Send message to every non Privileged users in the Queue
Kenn >You can create a group and then write a scrip to search that group > membership and add them to >the cc list. That's hugely unnecessary since you can just add a group as a Cc after creation. Hajime >I have few hundred customers and few groups in the Queue.I want to send > the messages to them >like 'sales notice' or 'security notice' perhaps with making a new > ticket.But apparently I >can't add groups to CC when I create ticket. >So is there any ways to send message to every non Privileged users in the > particular Queue? The Web UI won't allow that unfortunately, since it wants to parse emails. It's an infrequent request. You can create the ticket, add the Cc, then correspond. Alternately, depending on how you're handling these tickets, the API accepts Principal ids, so you can assign a group on creation of the ticket using that. -kevin pgprhd3dJ2Pg2.pgp Description: PGP signature -- RT Training London, March 19-20 and Dallas May 20-21 http://bestpractical.com/training
Re: [rt-users] Action to delay the Due Date
On Mon, Mar 03, 2014 at 09:55:08PM +, Fernandez Pablo wrote:
> > On Mar 3, 2014 8:40 PM, Kevin Falcone wrote:
> > On Fri, Feb 28, 2014 at 11:58:27AM +0100, Pablo Fernandez wrote:
> > > I was wondering... is there a way I can delay (a fixed amount of time)
> > > the Due Date on all tickets that match some criteria (like being in
> > > stalled state)?
> > > I was thinking of using rt-crontool for that task as a sort of way to
> > > "park" tickets (a cron job that runs every hour and delays 1 hour all
> > > stalled tickets).
> >
> > Sounds like you want rt-crontool?
> > http://bestpractical.com/docs/rt/latest/rt-crontool.html
> > http://bestpractical.com/docs/rt/latest/automating_rt.html
> >
> But among the actions, I did not find any to change the due date (and neither
> in the two links )
> Any hints on how to do that?
You'll have to provide your own action in
local/lib/RT/Action/CustomDueMunging.pm
Likely you want a Prepare of { return 1}; and then you'll have your
real logic in Commit.
-kevin
pgp2d6QspROOT.pgp
Description: PGP signature
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Re: [rt-users] Tackling the undisclosed-recipients To: header for AdminCcs
On Sun, Mar 02, 2014 at 04:01:42PM +0100, Guido Passet wrote: > For almost a week now I have been trying to correctly configure the > "To:" header for emails being send to AdminCcs. > > email but the email has a strange "To:" header. Depending on my > configuration I either get: > > "Owner,AdminCc of MyName Ticket #51":; > or: > "undisclosed-reciepents:;" The former is using the default FriendlyToLineFormat and UseFriendlyToLine . The latter is what happens when the To: line is left blank, as in the case of notifying AdminCcs. This then leaves it to your MTA to choose what header to provide (many, such as older versions of postfix explicitly provide what you see). To: undisclosed-recipients:; http://www.postfix.org/postconf.5.html#undisclosed_recipients_header > instead of the queue-emailaddress. This makes replying to tickets > from email rather annoying as the AdminCc receiving the email needs > to correct the address he is replying to. RT sets a Reply-To: automatically. Their mail client should be using that. What mail client are you using which is ignoring that? > I have tried tinkering with UseFriendlyToLine and > FriendlyToLineFormat but to no avail. Trying to use the > FriendlyToLineFormat seems illogical as its arguments seem to be > WatcherType and TicketId.. I'm not sure why those are illogical. It lets you write a custom To line which says "This mail was sent to the Owners and AdminCcs of ticket 51" which some users appreciate (As long as sendmail isn't involved). > I must be doing something silly, either missing a configuration > setting or approaching this the wrong way. So any hints or pointers > into the right direction are much appreciated. I've been hitting reply to admincc emails from RT for more than a decade which have undisclosed-recipients:; in the To: header without an issue. -kevin pgprH12v5QdeL.pgp Description: PGP signature -- RT Training London, March 19-20 and Dallas May 20-21 http://bestpractical.com/training
Re: [rt-users] RT::Authen::ExternalAuth LDAPS
Is the CA certificate which signed your LDAP servers certs on your RT host? It would need to be installed in /etc/ssl/certs or /etc/pki/trust/anchors and hashed to be trusted. -- Later, Darin On Tue, Mar 4, 2014 at 12:29 PM, Dewhirst, Rob wrote: > I am successfully authenticating via LDAP (cleartext) over TCP 389 > using RT::Authen::ExternalAuth > > However, once I change: > > Set($ExternalServiceUsesSSLorTLS,1); > > and in the ExternalSettings for My_LDAP: > > 'tls' => 1, > 'ssl_version' => 3, > > It still authenticates (successfully) over TCP 389. > > I noticed someone else had a similar problem but was lacking > Net::SSLeay. Not my case here (I don't see how you can use Net::LDAP > without Net:SSLeay) > > [root@rtir-test ~]# cpan -i Net::SSLeay > CPAN: Storable loaded ok (v2.20) > Reading '/root/.cpan/Metadata' > Database was generated on Mon, 03 Mar 2014 20:17:02 GMT > CPAN: Module::CoreList loaded ok (v2.18) > Net::SSLeay is up to date (1.58). > [root@rtir-test ~]# > > I have debug logging enabled in RT, but it doesn't seem to tell me > anything useful since nothing is failing. > > RT-Authen-ExternalAuth-0.17 > -- > RT Training London, March 19-20 and Dallas May 20-21 > http://bestpractical.com/training -- RT Training London, March 19-20 and Dallas May 20-21 http://bestpractical.com/training
Re: [rt-users] RT::Authen::ExternalAuth LDAPS
TLS would still be over port 389 if it was being used. Regards, Ken On Tue, Mar 04, 2014 at 11:29:48AM -0600, Dewhirst, Rob wrote: > I am successfully authenticating via LDAP (cleartext) over TCP 389 > using RT::Authen::ExternalAuth > > However, once I change: > > Set($ExternalServiceUsesSSLorTLS,1); > > and in the ExternalSettings for My_LDAP: > > 'tls' => 1, > 'ssl_version' => 3, > > It still authenticates (successfully) over TCP 389. > > I noticed someone else had a similar problem but was lacking > Net::SSLeay. Not my case here (I don't see how you can use Net::LDAP > without Net:SSLeay) > > [root@rtir-test ~]# cpan -i Net::SSLeay > CPAN: Storable loaded ok (v2.20) > Reading '/root/.cpan/Metadata' > Database was generated on Mon, 03 Mar 2014 20:17:02 GMT > CPAN: Module::CoreList loaded ok (v2.18) > Net::SSLeay is up to date (1.58). > [root@rtir-test ~]# > > I have debug logging enabled in RT, but it doesn't seem to tell me > anything useful since nothing is failing. > > RT-Authen-ExternalAuth-0.17 -- RT Training London, March 19-20 and Dallas May 20-21 http://bestpractical.com/training
[rt-users] RT::Authen::ExternalAuth LDAPS
I am successfully authenticating via LDAP (cleartext) over TCP 389 using RT::Authen::ExternalAuth However, once I change: Set($ExternalServiceUsesSSLorTLS,1); and in the ExternalSettings for My_LDAP: 'tls' => 1, 'ssl_version' => 3, It still authenticates (successfully) over TCP 389. I noticed someone else had a similar problem but was lacking Net::SSLeay. Not my case here (I don't see how you can use Net::LDAP without Net:SSLeay) [root@rtir-test ~]# cpan -i Net::SSLeay CPAN: Storable loaded ok (v2.20) Reading '/root/.cpan/Metadata' Database was generated on Mon, 03 Mar 2014 20:17:02 GMT CPAN: Module::CoreList loaded ok (v2.18) Net::SSLeay is up to date (1.58). [root@rtir-test ~]# I have debug logging enabled in RT, but it doesn't seem to tell me anything useful since nothing is failing. RT-Authen-ExternalAuth-0.17 -- RT Training London, March 19-20 and Dallas May 20-21 http://bestpractical.com/training
[rt-users] Questions regarding email functionality
Hi all, I have a couple of questions regarding how the email history/cache works in regards to RT. I've inherited managing our organizations RT (4.0.10) system from an out going employee. Now every time the previous guy would do anything administrative (upgrading ect...) he'd pretty much dump every prior email notification RT ever sent in our inboxes and I am hoping to avoid doing that so: 1.) Is there any documentation I can look through as my Googlefu didn't come up with anything and 2.) Would something as simple restarted the httpd service cause this to happen. Thanks for taking the time to read this and I appreciate any advice given. -- View this message in context: http://requesttracker.8502.n7.nabble.com/Questions-regarding-email-functionality-tp56836.html Sent from the Request Tracker - User mailing list archive at Nabble.com. -- RT Training London, March 19-20 and Dallas May 20-21 http://bestpractical.com/training
Re: [rt-users] Set Custom field in template
When running this using the built-in Auto Reply template we are seeing the same
issue:
rt-crontool --search RT::Search::FromSQL --search-arg "Queue = 'Estate' AND
'CF.{Auto-Close Reminder}' NOT LIKE 'TRUE'" --action RT::Action::Notify
--action-arg 'All' --template 'Autoreply in HTML' --transaction last --verbose
Is this a bug with how rt-crontool is running or is there something
fundamentally wrong with my rt-crontool command?
Jon
-
Jon Witts
Director of Digital Strategy
Queen Margaret's School
Escrick Park
York YO19 6EU
Telephone: 01904 727600
Fax: 01904 728150
Website: www.queenmargarets.com
-Original Message-
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Jon Witts
Sent: 04 March 2014 16:01
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Set Custom field in template
Looking further into this...
When we run:
rt-crontool --search RT::Search::FromSQL --search-arg "Queue = 'Estate'"
--action RT::Action::Notify --action-arg 'All' --template 'Auto-Close Warning
HTML' --transaction last --verbose
The template is only setting the custom field on the first ticket in the
search; but also the notification emails for all tickets in the search are not
getting their ticket object, they are using the ticket object from the first
returned ticket in the search.
i.e. The template code is this:
Subject: Auto-Close Warning: {$Ticket->Subject}
Content-Type: text/html
Hello,
This message has been automatically generated to let you know that your
support request regarding "{$Ticket->Subject()}", has been in a
"stalled" state awaiting further information from yourself for a week. This
ticket was assigned an ID of "{$Ticket->SubjectTag}".
and we have 4 tickets returned by our search. Every ticket has a notification
email sent but the $Ticket->Subject variable for all notifications on all 4
tickets is the value of the first tickets subject... I guess this explains why
only the first ticket is having its custom field updated, but how do we use
rt-crontool to update multiple tickets and send out emails?
Thanks,
Jon
-
Jon Witts
Director of Digital Strategy
Queen Margaret's School
Escrick Park
York YO19 6EU
Telephone: 01904 727600
Fax: 01904 728150
Website: www.queenmargarets.com
-Original Message-
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Jon Witts
Sent: 04 March 2014 15:49
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Set Custom field in template
Hi Jim,
I have edited my template code to this:
Subject: Auto-Close Warning: {$Ticket->Subject}
Content-Type: text/html
Hello,
This message has been automatically generated to let you know that your
support request regarding "{$Ticket->Subject()}", has been in a
"stalled" state awaiting further information from yourself for a week. This
ticket was assigned an ID of "{$Ticket->SubjectTag}".
Which now works; but only when the search from rt-crontool returns just one
ticket. If the search returns more than one ticket then only the first ticket
has it's CF changed, all others remain the same. The email is sent for the
other tickets however...
What do I need to do so that the template runs this setting CF code for each
ticket in the search?
Many thanks,
Jon
-
Jon Witts
Director of Digital Strategy
Queen Margaret's School
Escrick Park
York YO19 6EU
Telephone: 01904 727600
Fax: 01904 728150
Website: www.queenmargarets.com
On 3/4/14 6:13 AM, Jon Witts wrote:
> and the contents of the template "Auto-Close Warning HTML" is as follows:
>
> --
>
> my $CFName = 'Auto-Close Reminder';
> my $DefaultValue = 'TRUE';
>
> unless( $self->Ticket->FirstCustomFieldValue( $CFName ) eq $DefaultValue ) {
> my( $st, $msg ) = $self->Ticket->AddCustomFieldValue(
> Field => $CFName,
> Value => $DefaultValue,
> RecordTransaction => 1 );
> }
>
> Subject: Auto-Close Warning: {$Ticket->Subject}
I think your issue is after the 'unless' where you're calling Ticket on $self.
In templates the ticket object is available as just $Ticket as in the Subject
line above. Try switching your $self->Ticket to $Ticket anywhere you're calling
$self in the template.
More docs on templates are available here:
http://bestpractical.com/docs/rt/latest/customizing/templates.html
You'll also need to put that initial code in some curly braces { } inside the
template. More info here:
https://metacpan.org/pod/Text::Template
--
This email has been processed by Smoothwall Anti-Spam - www.smoothwall.net
--
RT Training London,
Re: [rt-users] Set Custom field in template
Looking further into this...
When we run:
rt-crontool --search RT::Search::FromSQL --search-arg "Queue = 'Estate'"
--action RT::Action::Notify --action-arg 'All' --template 'Auto-Close Warning
HTML' --transaction last --verbose
The template is only setting the custom field on the first ticket in the
search; but also the notification emails for all tickets in the search are not
getting their ticket object, they are using the ticket object from the first
returned ticket in the search.
i.e. The template code is this:
Subject: Auto-Close Warning: {$Ticket->Subject}
Content-Type: text/html
Hello,
This message has been automatically generated to let you know that your
support request regarding "{$Ticket->Subject()}",
has been in a "stalled" state awaiting further information from yourself for a
week. This ticket was assigned an ID of "{$Ticket->SubjectTag}".
and we have 4 tickets returned by our search. Every ticket has a notification
email sent but the $Ticket->Subject variable for all notifications on all 4
tickets is the value of the first tickets subject... I guess this explains why
only the first ticket is having its custom field updated, but how do we use
rt-crontool to update multiple tickets and send out emails?
Thanks,
Jon
-
Jon Witts
Director of Digital Strategy
Queen Margaret's School
Escrick Park
York YO19 6EU
Telephone: 01904 727600
Fax: 01904 728150
Website: www.queenmargarets.com
-Original Message-
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Jon Witts
Sent: 04 March 2014 15:49
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Set Custom field in template
Hi Jim,
I have edited my template code to this:
Subject: Auto-Close Warning: {$Ticket->Subject}
Content-Type: text/html
Hello,
This message has been automatically generated to let you know that your
support request regarding "{$Ticket->Subject()}", has been in a
"stalled" state awaiting further information from yourself for a week. This
ticket was assigned an ID of "{$Ticket->SubjectTag}".
Which now works; but only when the search from rt-crontool returns just one
ticket. If the search returns more than one ticket then only the first ticket
has it's CF changed, all others remain the same. The email is sent for the
other tickets however...
What do I need to do so that the template runs this setting CF code for each
ticket in the search?
Many thanks,
Jon
-
Jon Witts
Director of Digital Strategy
Queen Margaret's School
Escrick Park
York YO19 6EU
Telephone: 01904 727600
Fax: 01904 728150
Website: www.queenmargarets.com
On 3/4/14 6:13 AM, Jon Witts wrote:
> and the contents of the template "Auto-Close Warning HTML" is as follows:
>
> --
>
> my $CFName = 'Auto-Close Reminder';
> my $DefaultValue = 'TRUE';
>
> unless( $self->Ticket->FirstCustomFieldValue( $CFName ) eq $DefaultValue ) {
> my( $st, $msg ) = $self->Ticket->AddCustomFieldValue(
> Field => $CFName,
> Value => $DefaultValue,
> RecordTransaction => 1 );
> }
>
> Subject: Auto-Close Warning: {$Ticket->Subject}
I think your issue is after the 'unless' where you're calling Ticket on $self.
In templates the ticket object is available as just $Ticket as in the Subject
line above. Try switching your $self->Ticket to $Ticket anywhere you're calling
$self in the template.
More docs on templates are available here:
http://bestpractical.com/docs/rt/latest/customizing/templates.html
You'll also need to put that initial code in some curly braces { } inside the
template. More info here:
https://metacpan.org/pod/Text::Template
--
This email has been processed by Smoothwall Anti-Spam - www.smoothwall.net
--
RT Training London, March 19-20 and Dallas May 20-21
http://bestpractical.com/training
This email has been processed by Smoothwall Anti-Spam - www.smoothwall.net
--
RT Training London, March 19-20 and Dallas May 20-21
http://bestpractical.com/training
Re: [rt-users] Set Custom field in template
Hi Jim,
I have edited my template code to this:
Subject: Auto-Close Warning: {$Ticket->Subject}
Content-Type: text/html
Hello,
This message has been automatically generated to let you know that your
support request regarding "{$Ticket->Subject()}",
has been in a "stalled" state awaiting further information from yourself for a
week. This ticket was assigned an ID of "{$Ticket->SubjectTag}".
Which now works; but only when the search from rt-crontool returns just one
ticket. If the search returns more than one ticket then only the first ticket
has it's CF changed, all others remain the same. The email is sent for the
other tickets however...
What do I need to do so that the template runs this setting CF code for each
ticket in the search?
Many thanks,
Jon
-
Jon Witts
Director of Digital Strategy
Queen Margaret's School
Escrick Park
York YO19 6EU
Telephone: 01904 727600
Fax: 01904 728150
Website: www.queenmargarets.com
On 3/4/14 6:13 AM, Jon Witts wrote:
> and the contents of the template "Auto-Close Warning HTML" is as follows:
>
> --
>
> my $CFName = 'Auto-Close Reminder';
> my $DefaultValue = 'TRUE';
>
> unless( $self->Ticket->FirstCustomFieldValue( $CFName ) eq $DefaultValue ) {
> my( $st, $msg ) = $self->Ticket->AddCustomFieldValue(
> Field => $CFName,
> Value => $DefaultValue,
> RecordTransaction => 1 );
> }
>
> Subject: Auto-Close Warning: {$Ticket->Subject}
I think your issue is after the 'unless' where you're calling Ticket on
$self. In templates the ticket object is available as just $Ticket as in
the Subject line above. Try switching your $self->Ticket to $Ticket
anywhere you're calling $self in the template.
More docs on templates are available here:
http://bestpractical.com/docs/rt/latest/customizing/templates.html
You'll also need to put that initial code in some curly braces { }
inside the template. More info here:
https://metacpan.org/pod/Text::Template
--
This email has been processed by Smoothwall Anti-Spam - www.smoothwall.net
--
RT Training London, March 19-20 and Dallas May 20-21
http://bestpractical.com/training
Re: [rt-users] Kanban / agile workflows?
On Tue, Mar 04, 2014 at 05:49:58AM +, Biju Chacko wrote: > https://github.com/botsie/dirt thanks for sharing! i wish it would be a place on the web to collect those knid of links. regards -- Marc Chantreux Université de Strasbourg, Direction Informatique 14 Rue René Descartes, 67084 STRASBOURG CEDEX ☎: 03.68.85.57.40 http://unistra.fr "Don't believe everything you read on the Internet" -- Abraham Lincoln -- RT Training London, March 19-20 and Dallas May 20-21 http://bestpractical.com/training
Re: [rt-users] Set Custom field in template
On 3/4/14 6:13 AM, Jon Witts wrote:
and the contents of the template "Auto-Close Warning HTML" is as follows:
--
my $CFName = 'Auto-Close Reminder';
my $DefaultValue = 'TRUE';
unless( $self->Ticket->FirstCustomFieldValue( $CFName ) eq $DefaultValue ) {
my( $st, $msg ) = $self->Ticket->AddCustomFieldValue(
Field => $CFName,
Value => $DefaultValue,
RecordTransaction => 1 );
}
Subject: Auto-Close Warning: {$Ticket->Subject}
I think your issue is after the 'unless' where you're calling Ticket on
$self. In templates the ticket object is available as just $Ticket as in
the Subject line above. Try switching your $self->Ticket to $Ticket
anywhere you're calling $self in the template.
More docs on templates are available here:
http://bestpractical.com/docs/rt/latest/customizing/templates.html
You'll also need to put that initial code in some curly braces { }
inside the template. More info here:
https://metacpan.org/pod/Text::Template
--
--
RT Training London, March 19-20 and Dallas May 20-21
http://bestpractical.com/training
Re: [rt-users] Question about Article searches
Thank you, Kevin for your answer. I have tried to look into the code, and I had a feeling it should be "as simple" as that. Unfortunately, the simplest things for you pro's is a real headscratcher for the rest of us. Do you have any clues as to how I can make this modification? I try to figure stuff out as much as possible myself, but on this thing I'm really lost.. Emil -Opprinnelig melding- Fra: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] På vegne av Kevin Falcone Sendt: 3. mars 2014 20:31 Til: rt-users@lists.bestpractical.com Emne: Re: [rt-users] Question about Article searches On Thu, Feb 27, 2014 at 10:47:37PM +, Emil Støa wrote: >Oh, and in keeping with best pratices i should ofcourse tell you something > about my >environment. Totally forgot, sorry J I've been using v3 for a long time, > and I'm currently >trying out 4.0.2 and that's why I'm looking into this again. I've found > Googleish from 2008, >is this the right track to get wikifield-quicksearch going? Googleish (renamed to Simple) is RT's Ticket Searching mechanism. Unlikely to help with Articles. >This may be a dumb question, but i am honestly exhausted trying to figure > this out. In my >Articles I have set up a field for content, where most of the interesting > stuff is written >down. The quick search field up to the right when you're browsing > articles, it searches title >and description but not these custom fields. Can I add my fields to this > quick search? The quick search just submits the search form for you, with a shortcut into the Name and Description. If you use some JS or something else to also set Article~ or Content~ it should do what you want. -kevin -- RT Training London, March 19-20 and Dallas May 20-21 http://bestpractical.com/training
[rt-users] Set Custom field in template
Hi all,
I am trying to use a template to set a ticket custom field so that we can
configure RT to send out reminders when a ticket has been stalled for a week.
We are running RT 4.2.0
The command I am passing to rt-crontool is as follows:
rt-crontool --search RT::Search::FromSQL --search-arg "Queue = 'Estate' AND
Subject LIKE 'email'" --action RT::Action::Notify --action-arg 'All' --template
'Auto-Close Warning HTML' --verbose
-
and the contents of the template "Auto-Close Warning HTML" is as follows:
--
my $CFName = 'Auto-Close Reminder';
my $DefaultValue = 'TRUE';
unless( $self->Ticket->FirstCustomFieldValue( $CFName ) eq $DefaultValue ) {
my( $st, $msg ) = $self->Ticket->AddCustomFieldValue(
Field => $CFName,
Value => $DefaultValue,
RecordTransaction => 1 );
}
Subject: Auto-Close Warning: {$Ticket->Subject}
Content-Type: text/html
Hello,
This message has been automatically generated to let you know that your
support request regarding "{$Ticket->Subject()}",
has been in a "stalled" state awaiting further information from yourself for a
week. This ticket was assigned an ID of "{$Ticket->SubjectTag}".
If you do not respond with the requested information within 7 days then we
will assume that this support request is no longer required and automatically
close this request.
You may reply to this message to provide us with the required information,
or you can visit the helpdesk to see all of your current support requests here:
Thank you,
{$Ticket->QueueObj->CorrespondAddress()}
--
This is giving me the following error:
---
[error]: Template parsing error: Can't call method "Ticket" on an undefined
value at template line 5. (/opt/rt4/bin/../lib/RT/Template.pm:542)
---
My Perl is very basic (to say the least!) and I have pulled this code together
from searching around. Could anyone on the list highlight where I am going
wrong?
Thanks,
Jon
-
Jon Witts
Director of Digital Strategy
Queen Margaret's School
Escrick Park
York YO19 6EU
Telephone: 01904 727600
Fax: 01904 728150
Website: www.queenmargarets.com
This email has been processed by Smoothwall Anti-Spam - www.smoothwall.net
--
RT Training London, March 19-20 and Dallas May 20-21
http://bestpractical.com/training
Re: [rt-users] Bad URL formation after search a ticket
Hi, What files do you need? I attached the RT_Siteconfig.pm and the apache.conf in this email. Thanks and Regards Alberto García Pérez -Mensaje original- De: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] En nombre de Kevin Falcone Enviado el: lunes, 03 de marzo de 2014 20:39 Para: rt-users@lists.bestpractical.com Asunto: Re: [rt-users] Bad URL formation after search a ticket On Fri, Feb 28, 2014 at 08:49:10AM +, GARCIA PEREZ, Alberto (Alberto)** CTR ** wrote: >I have just upgrade de RT from 3.6.6 to 4.0.4 > >I have an issue with a bad formation in the URL when I search for some > tickets. > >To reproduce the issue, I search a ticket or use the quick search. Then I > click on the ticket >title and I can't go into the ticket. > >My correct URL is: > http://159.23.30.240/rt/Ticket/Display.html?id=3638 > >But it shows: http://159.23.30.240/Ticket/Display.html?id=3638 > >Do you know where is the problem? When you filed this as a bug, I said You don't show your config, but your Web* Config options likely have an error. Without the information, all we could do is guess. -kevin apache2.conf Description: apache2.conf RT_SiteConfig.pm Description: RT_SiteConfig.pm -- RT Training London, March 19-20 and Dallas May 20-21 http://bestpractical.com/training
