[rt-users] Problem sending email from Reply
Dear RT users, We at CERT-Hungary are using a very old version (3.0.12) of RT with the IR plugin. Recently I installed RT 4.0.18 with IR 3.0.2, using Ubuntu 12.04.4 LTS on a separate server. Copied every configuration items from the old version to the new what I thought to be important. Made some improvements and changes as well. Do not plan to migrate data since it is very problematic due to the huge change between the two versions. Everything seems to be working fine... except one very important thing: 'Reply' function does not send email to the sender, neither does 'New investigation' to the correspondent. The strange thing is that RT receives emails and even sends but only to CCs, BCCs, One-time CCs and One-time BCCs. Any help would be appreciated. Please consider that I am not a Linux guru. Best regards, Tamas Szep GovCERT-Hungary -- RT Training - Dallas May 20-21 http://bestpractical.com/training
Re: [rt-users] Problem sending email from Reply
It doesn't matter if I reply with the same user or not: it won't send an email. NotifyActor is set to 0, but isn't it responsible for notifying the person who actually performs an update? I mean that the sender (from outside the world) who sends us an email is not an 'actor' in this context, is he? OK, here is a scenario: 1. John Smith sends us an email that his network is being attacked eg. by spear fishing emails. He sends us the attacker's IP address and other info. 2. RT gets this and an Incident Report is being generated automatically. 3. Our incident handler colleague Takes the Incident Report and Replies to John Smith that we acknowledged his problem. (here is the first problem, email is not being sent) 4. The incident handler creates an Incident from the Report. 5. The incident handler launches a new Investigation. (here is the second problem, email is not being sent) 6...etc. Just to mention: CC, BCC is OK, so the mail handler (using Sendmail) is working right. Tamas Are you replying with the same user that created the ticket? By default RT won't send a mail to you if you performed the action that generated an email. See: http://bestpractical.com/docs/rt/4.2/RT_Config.html#NotifyActor Gareth On 16 May 2014, at 08:27, Tamás, Szép wrote: Everything seems to be working fine... except one very important thing: 'Reply' function does not send email to the sender, neither does 'New investigation' to the correspondent. The strange thing is that RT receives emails and even sends but only to CCs, BCCs, One-time CCs and One-time BCCs. -- RT Training - Dallas May 20-21 http://bestpractical.com/training
Re: [rt-users] Problem sending email from Reply
On Fri, May 16, 2014 at 09:27:22AM +0200, Tamás, Szép wrote: We at CERT-Hungary are using a very old version (3.0.12) of RT with the IR plugin. Recently I installed RT 4.0.18 with IR 3.0.2, using Ubuntu 12.04.4 LTS on a separate server. Copied every configuration items from the old version to the new what I thought to be important. Made some improvements and changes as well. What configurations did you copy. Did you change the Scrips? Do not plan to migrate data since it is very problematic due to the huge change between the two versions. Which problems, we've walked a few clients through upgrading from that vintage of RTIR, keeping their data intact. Everything seems to be working fine... except one very important thing: 'Reply' function does not send email to the sender, neither does 'New investigation' to the correspondent. These are both standard built-in features of RT and RTIR The strange thing is that RT receives emails and even sends but only to CCs, BCCs, One-time CCs and One-time BCCs. You claim to not be putting yourself in as the Requestor (thus avoiding NotifyActor), please show the debug logs when sending mail that should notify the Requestor. This is most easily accomplished by Set($LogToScreen,'debug'); and then going and reading your Apache error logs. -kevin pgp_aEXyuCp0N.pgp Description: PGP signature -- RT Training - Dallas May 20-21 http://bestpractical.com/training
[rt-users] [rt-announce] Assets 1.01 released
Assets 1.01 -- 2014-05-16 - We are pleased to announce the release of Assets 1.01. This release makes minor changes to the Assets display, improves localization support, and adds one new feature: CSV download. http://download.bestpractical.com/pub/rt/release/RT-Extension-Assets-1.01.tar.gz http://download.bestpractical.com/pub/rt/release/RT-Extension-Assets-1.01.tar.gz.asc SHA1 sums bddd2ba69735817142c11c8c8b41f642f7014a07 RT-Extension-Assets-1.01.tar.gz b8e2a1ebe64ce17c5cfb3124f7dffc6d1d62bac2 RT-Extension-Assets-1.01.tar.gz.asc Changes from 1.0: * Squelch warnings when Assets configuration options are set in RT_SiteConfig.pm * Add a CSV export option * Better formatting of people on Assets display pages * Adjust CSS to no longer cause core RT tables to be overly-wide * Localization fixes, and a French translation A complete changelog is available from git by running: git log 1.0..1.01 or visiting https://github.com/bestpractical/rt-extension-assets/compare/1.0...1.01 ___ rt-announce mailing list rt-annou...@lists.bestpractical.com http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-announce -- RT Training - Dallas May 20-21 http://bestpractical.com/training
[rt-users] Help Resolving Incorrect Ticket Merging
Hello everyone, First of all, yes, I'm totally aware of the big glaring warning that clearly states Warning: merging is a non-reversible action! Enter a single ticket number to be merged into. And yes, I'm about to go overboard on very explicit security permissions for my guys. However, I'm now facing a stupid situation all thanks to an intern who thought he'd problem solve himself, and he accidentally merged a sub-ticket of an ongoing case that is completely unrelated to what he was trying to do. Now, I have a simple ticket that was *supposed* to be a purchasing request, and now he's managed to merge the data in error. How can I sort this issue out, even if I have to do it by hand? I have SQL experience (my backend DB), so I'm not afraid from that respect, but since I'm still fairly newish to RT, so I hesitate at just hunting via SQL queries and trying to update the info without guidance. *Side thought: Why are there so many non-reversible actions in RT? Another example are ticket comments, which now at this point have a ton of awful typo's, but we're forced to roll with it because there's no way to correct the typo*. Thanks for the help, and sorry if I sound a bit heated at the moment. Sean -- RT Training - Dallas May 20-21 http://bestpractical.com/training
[rt-users] Column order in tables after upgrade from 3.6.10 to 4.2.4
Distinguished RT-Users, After running upgrade_database (I am upgrading from 3.6.10 to 4.2.4) I have some problems (e.g., [Search Tickets] times out in the browser, but I admit that I did not do a whole lot of testing yet). What I found is that some columns in the schema.Oracle script in the 4.2.4 distribution, and the columns in the tables in the database after conversion from 3.6.10 to 4.2.4, are in a different order. For example, in the schema.Oracle for 4.2.4: CREATE TABLE Queues ( id NUMBER(11,0) CONSTRAINT Queues_Key PRIMARY KEY, NameVARCHAR2(200) CONSTRAINT Queues_Name_Unique UNIQUE NOT NULL, Description VARCHAR2(255), CorrespondAddress VARCHAR2(120), CommentAddress VARCHAR2(120), Lifecycle VARCHAR2(32), SubjectTag VARCHAR2(120), InitialPriority NUMBER(11,0) DEFAULT 0 NOT NULL, FinalPriority NUMBER(11,0) DEFAULT 0 NOT NULL, DefaultDueInNUMBER(11,0) DEFAULT 0 NOT NULL, Creator NUMBER(11,0) DEFAULT 0 NOT NULL, Created DATE, LastUpdatedBy NUMBER(11,0) DEFAULT 0 NOT NULL, LastUpdated DATE, DisabledNUMBER(11,0) DEFAULT 0 NOT NULL ); In the actual table after conversion to 4.2.4: Column Name: ID NAME DESCRIPTION CORRESPONDADDRESS COMMENTADDRESS INITIALPRIORITY FINALPRIORITY DEFAULTDUEIN CREATOR CREATED LASTUPDATEDBY LASTUPDATED DISABLED SUBJECTTAG LIFECYCLE Of course, if data are always retrieved as hashrefs for rows it should have no impact, but if they are retrieved occasionally as arrays, it may be a problem ... Should I worry or look elsewhere? Jan Labanowski laba...@nationwide.com-- RT Training - Dallas May 20-21 http://bestpractical.com/training
Re: [rt-users] Column order in tables after upgrade from 3.6.10 to 4.2.4
On 05/16/2014 05:02 PM, laba...@nationwide.com wrote: Distinguished RT-Users, After running upgrade_database (I am upgrading from 3.6.10 to 4.2.4) I have some problems (e.g., [Search Tickets] times out in the browser, but I admit that I did not do a whole lot of testing yet). What I found is that some columns in the schema.Oracle script in the 4.2.4 distribution, and the columns in the tables in the database after conversion from 3.6.10 to 4.2.4, are in a different order. RT doesn't depend on the position of the columns. There's nothing to worry about here. - Alex -- RT Training - Dallas May 20-21 http://bestpractical.com/training
Re: [rt-users] Help Resolving Incorrect Ticket Merging
On 05/16/2014 05:08 PM, Sean Snell wrote: However, I'm now facing a stupid situation all thanks to an intern who thought he'd problem solve himself, and he accidentally merged a sub-ticket of an ongoing case that is completely unrelated to what he was trying to do. Now, I have a simple ticket that was /supposed/ to be a purchasing request, and now he's managed to merge the data in error. How can I sort this issue out, even if I have to do it by hand? I have SQL experience (my backend DB), so I'm not afraid from that respect, but since I'm still fairly newish to RT, so I hesitate at just hunting via SQL queries and trying to update the info without guidance. Assuming tickets 17 and 42 were mistakenly merged: UPDATE Tickets SET EffectiveId = id, IsMerged = NULL WHERE id IN (17, 42); Leave off the IsMerged column if you're still on 4.0. Note that this will _not_ undo new requestors/ccs/adminccs added to the merged-into ticket. You will need to adjust those by hand in the web UI. /Side thought: Why are there so many non-reversible actions in RT? Another example are ticket comments, which now at this point have a ton of awful typo's, but we're forced to roll with it because there's no way to correct the typo/. Comments went out in email when they were made; you cannot go back and edit the typos in them. RT simply records the history as it happened. - Alex -- RT Training - Dallas May 20-21 http://bestpractical.com/training
[rt-users] Unable to paste into Rich Text Editor since upgrading to RT 4.2.4
Since upgrading to RT 4.2.4, users are unable to paste into the rich text editor. Only bothered to reproduce this with Google Chrome on a Mac, as the error indicates that the problem is browser-wide. Steps to reproduce: 1. Ensure your configuration has the Rich Text Editor enabled. 2. Reply to any ticket (or compose a new ticket). 3. Click on the text editor to give it focus. 4. Paste, using keyboard shortcut. What happens: Nothing. What is expected: Text from the clipboard appears in the editor. Chrome shows the following errors in the console (where https://redacted/rt is the root of my RT site): GET https://redacted/rt/Ticket/plugins/pastefromword/filter/default.js?t=D08E 404 (Not Found) squished-884af658b44cdd5c585766ea0a0518ba.js:3325 Uncaught TypeError: undefined is not a function squished-884af658b44cdd5c585766ea0a0518ba.js:4040 The dynamic GET originates from this file (when un-squished): /opt/rt4/share/static/RichText/ckeditor.js CKEDITOR.getUrl(a.config.pasteFromWordCleanupFile||d+filter/default.js) A hacky patch that solves the problem for me: /opt/rt4/share/static/RichText/config.js 47a48,50 // Since ckeditor is always used from an /rt/Controller, use '../' to get back to the RT root directory. config.pasteFromWordCleanupFile = '../static/RichText/plugins/pastefromword/filter/default.js'; Cheers, Jan -- RT Training - Dallas May 20-21 http://bestpractical.com/training
