[rt-users] Automatic generation of RTAddressRegexp, is that feasible ?
One of the things I find cumbersome when establishing/removing RT Queues, is to update the RTAddressRegexp variable. I hacked the script generate-rtaddresregexp so that I can supply a set of extra email addresses which our RT queues are accessible via. Whenever we add a queue, I temporarily remove RTAddressRegexp from the configuration, run this script, and do an cut-and-paste of the result into the configuration. I was thinking that the set of extra email addresses could be added to the configuration, and then the process of generating RTAddressRegexp could be done automatically by RT itself. Is this feasible, or are there any other ways of simplifying this task? - Vegard V - -- RT Training London, March 19-20 and Dallas May 20-21 http://bestpractical.com/training
[rt-users] New Ticket Notifications - send only based on requester's email address
Hi, Similar to a recent 'Big Cheese' question, I have a need to send out notifications based on email addresses, although somewhat different - I hope someone can help. I need to Send a notification email to a group of RT users, when a ticket is created/raised into a specific RT queue, where the requesters email address is NOT @aspecificdomian.com. There's a lot of tickets raised into this queue from internal staff and I need to only be notified when a ticket is raised from an external source (ie, not from a staff member with our domain name in their email address). There's obviously standard scripts to send notifications for new tickets into a queue, it's the 'not from a specific domain' that I need help with. I'm not SQL savvy, so any script advice may need to be spoon fed to me. Many thanks for your time to read and process. Jon. -- View this message in context: http://requesttracker.8502.n7.nabble.com/New-Ticket-Notifications-send-only-based-on-requester-s-email-address-tp56950.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] Asset link search
Thank you for your answer, Keith.We'll make a code extension and if it works fine, we'll share with the list.Regards,GustavoGustavo Gasparrini | NIXE S.R.L.IT Systems General Manager+54(11)4383-7831http://www.nixe.comDe: "Keith Schincke" keith.schin...@bcm.eduPara: "Gustavo Gasparrini" gustavo.gasparr...@nixe.com, rt-users@lists.bestpractical.comEnviados: Martes, 11 de Marzo 2014 11:20:25Asunto: RE: Asset link search1) The asset number is also displayed just below the RT menu. 2) I see this requiring a code extension to have the query run against both tables as it currently runs against ticket titles and not articles or assets. KeithFrom: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Gustavo GasparriniSent: Friday, March 07, 2014 4:12 PMTo: rt-users@lists.bestpractical.comSubject: [rt-users] Asset link searchHi, I was reading other posts about how to link asset to tickets that already exists.I understand that you have to go to the link tab (or use @AssetQueue), and write for example asset:3, to make a link to asset 3.I have two question about that:1. How can I know the asset id?, because in the search form doesn't appear the id asset. (I know that you can see in the url address, but I can't explain that to users)2. Is it possible to search by description (in link tab) like to link tickets?I'm using RT 4.2.3Asset 1.0 rc2Thank you very much.Gustavo-- RT Training London, March 19-20 and Dallas May 20-21 http://bestpractical.com/training
Re: [rt-users] setup-database error during upgrade at 3.8.81
On Thu, Mar 13, 2014 at 01:31:02PM -0600, George Kelbley wrote: I'm upgrading from 3.6.1 and although I could swear I got further than this on a previous attempt, I am getting : [Thu Mar 13 19:16:40 2014] [critical]: DBD::mysql::st execute failed: Duplicate key name 'CachedGroupMembers3' at /usr/share/request-tracker4/lib/RT/Handle.pm line 515. (/usr/share/request-tracker4/lib/RT.pm:351) DBD::mysql::st execute failed: Duplicate key name 'CachedGroupMembers3' at /usr/share/request-tracker4/lib/RT/Handle.pm line 515. during the setup-database --action upgrade I am migrating from an old server to a new one running debian wheezy, rt installed from packages. I created an rt3 database on my new server with the latin character set, dumped from the old to the new using the --default-character-set=binary option, then when running the setup to get from 3.6.1 to 3.7.87 as described in the documentation, I get the above error. This is an old db, but I don't think we ever set up a customer CachedGroupMembers3 as described in some other posts. So I appear to bailing before getting to the mysql db upgrade required. You can easily confirm that. Drop the rt3 database on your new server. Re-create it empty with rt-setup-database --action create,acl Restore your backup. Run 'show indexes from CachedGroupMembers' or 'show create table CachedGroupMembers' and see if that index exists. My assumption is that your backup doesn't have DROP TABLE and you were left with a corrupt restore. -kevin pgpjIUF1_XIhc.pgp Description: PGP signature -- RT Training London, March 19-20 and Dallas May 20-21 http://bestpractical.com/training
Re: [rt-users] Search by Group Name
On Tue, Mar 11, 2014 at 01:01:58PM +0100, Bartosz Maciejewski wrote: Ok, as a workaround this works RequestorGroup.Id = 105 AND Queue != 'MO.Mechanicy.Strefa' (id 105 is group MO Mechanicy Strefa which maitain tickets in Queue MO.Mechanicy.Strefa) Hmm, on 4.2.3, RequestorGroup.Name = 'foo bar' is returning tickets. -kevin pgpgYHdMjwWQT.pgp Description: PGP signature -- RT Training London, March 19-20 and Dallas May 20-21 http://bestpractical.com/training
Re: [rt-users] Update.html - Display.html and notifying user, callbacks, etc.
On Mon, Mar 10, 2014 at 03:51:45PM -0400, Jeff Blaine wrote: If I am able to come up with something for Modify.html, I will be sure to feed a pull request back to the github repo for RT-Extension-MandatoryOnTransition (not ...MandatoryOnTransaction as I previously worded it). Sounds good. There are a bunch of holes to close in that extension to make it cover every place you can change statuses in RT and that would be a great start. We hit the 'most common' things but document that there are things it doesn't do. Thank you. This extension and your explanation go places that the wiki examples do not (for those who are not PERL + HTML::Mason devs). Glad it helped explain what was going on. -kevin pgpFKYjuAtxAm.pgp Description: PGP signature -- RT Training London, March 19-20 and Dallas May 20-21 http://bestpractical.com/training
Re: [rt-users] New Ticket Notifications - send only based on requester's email address
On Fri, Mar 14, 2014 at 03:46:06AM -0700, jgarrett wrote: I need to Send a notification email to a group of RT users, when a ticket is created/raised into a specific RT queue, where the requesters email address is NOT @aspecificdomian.com. You can use http://bestpractical.com/docs/rt/latest/rt-email-group-admin.html to create an action that specifically emails a group you control with the custom template you provide and then you just need a user defined condition that checks that $self-TransactionObj-Type eq 'Create' and that $self-TicketObj-RequestorAddresses http://bestpractical.com/docs/rt/latest/RT/Ticket.html#RequestorAddresses returns users who don't match your problem domain. You could also just simplify your life and make a new queue and have your mail admins route mail from anything not in that domain into the other queue. Then the RT part becomes just On Create Notify Group with no code. -kevin pgpU97QNqlUhC.pgp Description: PGP signature -- RT Training London, March 19-20 and Dallas May 20-21 http://bestpractical.com/training
Re: [rt-users] Use Articles on Jumbo screen
On Wed, Mar 05, 2014 at 01:03:41PM -0800, charlyc...@yahoo.com.ar wrote: My users would like to be able to use the Articles on the Jumbo screen, they usually go to Jumbo to change some parameters and they would like to have the Articles listed there in order to put comments on the tickets. In theory this is just adding in /Articles/Elements/BeforeMessageBox, %ARGS before the messagebox on ModifyAll.html In practice, I have no idea if that will just work -kevin pgp40t79PRvq6.pgp Description: PGP signature -- RT Training London, March 19-20 and Dallas May 20-21 http://bestpractical.com/training
[rt-users] mailgate is suddenly antisocial
Something changed in our network in the last day or so, or at least that is my suspicion. Following whatever it was, it has been possible to create a ticket through the web interface, but not through the email interface. The box running RT can still *send* email OK, so if you create a ticket through the web interface, email goes out to queue watchers, and I think when you reply to a ticket, email goes out for that as well. The network guys found it was no longer possible to telnet to port 25 (the SMTP port) on our RT box, although if you ssh directly to the RT box and do `telnet localhost 25`, that would work! But even from there, `telnet rt.company.com 25` still wouldn't. One of the network guys did.somethingand it is now once again possible to telnet to port 25. And in fact, I can send email to one of our RT addresses while tailing /var/log/mail.log, and I can see postfix is picking up the message. What ISN'T happening is it's still not obeying the rule in /etc/aliases that wants to send email for that address into the rt-mailgate programUNLESS you send the email from the RT box itself!! This works: rtbox$ echo trying to send email from within rt box from command line | mail -s the call is coming from inside the house Webrequest This doesn't: otherbox$ echo trying to send email from elsewhere | mail -s emailing from elsewhere webrequ...@rt.company.com Here is the line in /etc/aliases: webrequest: |/opt/rt4/bin/rt-mailgate --debug --queue webrequest --action correspond --url https://rt.company.com/rt/ /var/log/cronjobs/mailgate.log 21 I've also changed the line to just forward email to my work address, and same thing...that only works if the email is being sent from the RT box itself as above. This was all working fine for many months, until maybe sometime Wednesday night. Has anyone else seen something like this? -- Kendric Beachey 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. -- RT Training London, March 19-20 and Dallas May 20-21 http://bestpractical.com/training
Re: [rt-users] RT Shredder and Assets
On Thu, Mar 06, 2014 at 10:50:57AM -0600, Schincke, Keith wrote: It is possible to shred assets or will I need to delete data from the RTxAssets and RTxCatalogs tables? Assets are not currently shreddable (there would need to be scaffolding added for shredder and it wasn't a priority for the initial build out). Deleting from RTxAssets and RTxCatalogs is unlikely to be sufficient to clean things out. At the very least, there are going to be role groups and links and ACLs associated with objects that also need chasing. Shredder has to be taught all of these things, which is the complexity. -kevin pgp6B8n3SQZQb.pgp Description: PGP signature -- RT Training London, March 19-20 and Dallas May 20-21 http://bestpractical.com/training
[rt-users] Module compatibility with RT 4.0 4.2
Hello, I was wondering if there was any way to make modules compatible with both 4.0 and 4.2. Specifically, I'm wondering how to deal with 'static' directory, which is not supported in 4.0. Do I have to maintain two separate modules for each RT version, keep two copies of all static content in both statis and NoAuth, or is there some other way I'm missing? Best regards, Maciek -- RT Training London, March 19-20 and Dallas May 20-21 http://bestpractical.com/training
