[rt-users] Strange behaviour with Outlook attachments
Hello All, i just discovered a strange behaviour while working with MS Outlook. First of all, here's my setup: RT 4.2.3 Mails are fetched via fetchmail from a specific folder in MS-Outlook. So actually all my correspondence flows through that folder. Everything went well for quite a long time but now i discovered something weird. As soon as the Customer sends an email which has attached email of a past correspondence, RT sends out a copy of those email to the destination, mentioned in the attachment. Here's a example: Owner1 sends mail1 to requestor1 Owner1 changes requestor of the Ticket from requestor1 to requestor2 Owner1 sends mail2 to requestor2 Requestor1 forwarded mail1 to requestor2 Requestor2 answers mail2 attaching mail1 (Outlook .msg-File) RT sends a notification to Owner1 RT sends a copy of the answer-mail to reuqestor1 I tried to clarify this as good as possible. Let me know if you need more Information. -- View this message in context: http://requesttracker.8502.n7.nabble.com/Strange-behaviour-with-Outlook-attachments-tp57968.html Sent from the Request Tracker - User mailing list archive at Nabble.com. -- RT Training - Boston, September 9-10 http://bestpractical.com/training
Re: [rt-users] Adding Template content to the reply box
Hi Alex, That is exactly what I need, thank you. Managed to get it working perfectly as well without great difficulty. Thanks again -- View this message in context: http://requesttracker.8502.n7.nabble.com/Adding-Template-content-to-the-reply-box-tp57957p57969.html Sent from the Request Tracker - User mailing list archive at Nabble.com. -- RT Training - Boston, September 9-10 http://bestpractical.com/training
[rt-users] Combobox not rendered and working correctly
Hello, In my bulk update page, the Combobox type CF are not rendered correctly. Also if I choose the value in badly rendered field and try to update it, nothing happens. http://requesttracker.8502.n7.nabble.com/file/n57971/error.png -- View this message in context: http://requesttracker.8502.n7.nabble.com/Combobox-not-rendered-and-working-correctly-tp57971.html Sent from the Request Tracker - User mailing list archive at Nabble.com. -- RT Training - Boston, September 9-10 http://bestpractical.com/training
Re: [rt-users] How can you use requestor info in custom field
You can do this with a scrip which fires on ticket creation, accesses the user's relevant location information, then puts it in the ticket's custom field. The location information of the user creating the ticket can be accessed in scrip code via: $self-TransactionObj-CreatorObj-Organization $self-TransactionObj-CreatorObj-Address1 $self-TransactionObj-CreatorObj-Address2 $self-TransactionObj-CreatorObj-City $self-TransactionObj-CreatorObj-State $self-TransactionObj-CreatorObj-Zip $self-TransactionObj-CreatorObj-Country A ticket's custom field can be modified in scrip code via: $self-TicketObj-AddCustomFieldValue( Field = 'location', Value = '...' ); On 17 July 2014 22:51, AdamThomas adam.tho...@sgs.com wrote: When a ticket is emailed in I want the requestors location to be auto populated into my custom field location. My user profile automatically detects their location in their user profile -- View this message in context: http://requesttracker.8502.n7.nabble.com/How-can-you-use-requestor-info-in-custom-field-tp57959.html Sent from the Request Tracker - User mailing list archive at Nabble.com. -- RT Training - Boston, September 9-10 http://bestpractical.com/training -- RT Training - Boston, September 9-10 http://bestpractical.com/training
Re: [rt-users] Daily report time worked
How are you currently capturing/reporting that information? This doesn't sound like a feature native to a plain RT installation. On 18 July 2014 00:52, AdamThomas adam.tho...@sgs.com wrote: My boss wants a daily report of time worked from the tickets in RT. The problem is if the same ticket is worked on over a couple of days the report totals up the time worked field instead of the time worked on that day. For example lets say I opened a ticket Tuesday and I worked on it for 45 mins so the time worked field says 45 minutes. Then on Wednesday I work 30 minutes on the same ticket the time worked now shows 1hr15mins Then Thursday I work another 15 minutes it will now say 1hr30minutes. Any ideas on how to capture just the added minutes -- View this message in context: http://requesttracker.8502.n7.nabble.com/Daily-report-time-worked-tp57962.html Sent from the Request Tracker - User mailing list archive at Nabble.com. -- RT Training - Boston, September 9-10 http://bestpractical.com/training -- RT Training - Boston, September 9-10 http://bestpractical.com/training
Re: [rt-users] How can you use requestor info in custom field
Values within quotes are taken literally: '$self-TransactionObj-CreatorObj-City' means output $self-TransactionObj-CreatorObj-City. Removing the quotes: $self-TransactionObj-CreatorObj-City means output the resultant value of that, and should therefore have the desired effect. On 18 July 2014 23:20, Thomas, Adam (Lakefield) adam.tho...@sgs.com wrote: Thank you for the response, forgive me I am new at this, very new… $self-TicketObj-AddCustomFieldValue( Field = 'location', Value = '$self-TransactionObj-CreatorObj-City' ); Is the code I have and it is literally putting in just the line. Where do I need to correct my syntax? *Adam Thomas* *SGS Canada* Application Support - Big Machines Development *SGS Canada* Phone: +1-705-652-2000 ext 2505 Cell: +1-705-957-1618 E-mail: adam.tho...@sgs.com jessica.mar...@sgs.com *From:* Alex Peters [mailto:a...@peters.net] *Sent:* July-18-14 9:10 AM *To:* Thomas, Adam (Lakefield) *Cc:* rt-users@lists.bestpractical.com *Subject:* Re: [rt-users] How can you use requestor info in custom field You can do this with a scrip which fires on ticket creation, accesses the user's relevant location information, then puts it in the ticket's custom field. The location information of the user creating the ticket can be accessed in scrip code via: $self-TransactionObj-CreatorObj-Organization $self-TransactionObj-CreatorObj-Address1 $self-TransactionObj-CreatorObj-Address2 $self-TransactionObj-CreatorObj-City $self-TransactionObj-CreatorObj-State $self-TransactionObj-CreatorObj-Zip $self-TransactionObj-CreatorObj-Country A ticket's custom field can be modified in scrip code via: $self-TicketObj-AddCustomFieldValue( Field = 'location', Value = '...' ); On 17 July 2014 22:51, AdamThomas adam.tho...@sgs.com wrote: When a ticket is emailed in I want the requestors location to be auto populated into my custom field location. My user profile automatically detects their location in their user profile -- View this message in context: http://requesttracker.8502.n7.nabble.com/How-can-you-use-requestor-info-in-custom-field-tp57959.html Sent from the Request Tracker - User mailing list archive at Nabble.com. -- RT Training - Boston, September 9-10 http://bestpractical.com/training Information in this email and any attachments is confidential and intended solely for the use of the individual(s) to whom it is addressed or otherwise directed. Please note that any views or opinions presented in this email are solely those of the author and do not necessarily represent those of the Company. Finally, the recipient should check this email and any attachments for the presence of viruses. The Company accepts no liability for any damage caused by any virus transmitted by this email. All SGS services are rendered in accordance with the applicable SGS conditions of service available on request and accessible at http://www.sgs.com/en/Terms-and-Conditions.aspx -- RT Training - Boston, September 9-10 http://bestpractical.com/training
Re: [rt-users] How can you use requestor info in custom field
Thank you so much Alex, great help! Adam Thomas SGS Canada Application Support - Big Machines Development SGS Canada Phone: +1-705-652-2000 ext 2505 Cell: +1-705-957-1618 E-mail: adam.tho...@sgs.commailto:jessica.mar...@sgs.com From: Alex Peters [mailto:a...@peters.net] Sent: July-18-14 9:25 AM To: Thomas, Adam (Lakefield) Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] How can you use requestor info in custom field Values within quotes are taken literally: '$self-TransactionObj-CreatorObj-City' means output $self-TransactionObj-CreatorObj-City. Removing the quotes: $self-TransactionObj-CreatorObj-City means output the resultant value of that, and should therefore have the desired effect. On 18 July 2014 23:20, Thomas, Adam (Lakefield) adam.tho...@sgs.commailto:adam.tho...@sgs.com wrote: Thank you for the response, forgive me I am new at this, very new… $self-TicketObj-AddCustomFieldValue( Field = 'location', Value = '$self-TransactionObj-CreatorObj-City' ); Is the code I have and it is literally putting in just the line. Where do I need to correct my syntax? Adam Thomas SGS Canada Application Support - Big Machines Development SGS Canada Phone: +1-705-652-2000 ext 2505 Cell: +1-705-957-1618 E-mail: adam.tho...@sgs.commailto:jessica.mar...@sgs.com From: Alex Peters [mailto:a...@peters.netmailto:a...@peters.net] Sent: July-18-14 9:10 AM To: Thomas, Adam (Lakefield) Cc: rt-users@lists.bestpractical.commailto:rt-users@lists.bestpractical.com Subject: Re: [rt-users] How can you use requestor info in custom field You can do this with a scrip which fires on ticket creation, accesses the user's relevant location information, then puts it in the ticket's custom field. The location information of the user creating the ticket can be accessed in scrip code via: $self-TransactionObj-CreatorObj-Organization $self-TransactionObj-CreatorObj-Address1 $self-TransactionObj-CreatorObj-Address2 $self-TransactionObj-CreatorObj-City $self-TransactionObj-CreatorObj-State $self-TransactionObj-CreatorObj-Zip $self-TransactionObj-CreatorObj-Country A ticket's custom field can be modified in scrip code via: $self-TicketObj-AddCustomFieldValue( Field = 'location', Value = '...' ); On 17 July 2014 22:51, AdamThomas adam.tho...@sgs.commailto:adam.tho...@sgs.com wrote: When a ticket is emailed in I want the requestors location to be auto populated into my custom field location. My user profile automatically detects their location in their user profile -- View this message in context: http://requesttracker.8502.n7.nabble.com/How-can-you-use-requestor-info-in-custom-field-tp57959.html Sent from the Request Tracker - User mailing list archive at Nabble.com. -- RT Training - Boston, September 9-10 http://bestpractical.com/training Information in this email and any attachments is confidential and intended solely for the use of the individual(s) to whom it is addressed or otherwise directed. Please note that any views or opinions presented in this email are solely those of the author and do not necessarily represent those of the Company. Finally, the recipient should check this email and any attachments for the presence of viruses. The Company accepts no liability for any damage caused by any virus transmitted by this email. All SGS services are rendered in accordance with the applicable SGS conditions of service available on request and accessible at http://www.sgs.com/en/Terms-and-Conditions.aspx Information in this email and any attachments is confidential and intended solely for the use of the individual(s) to whom it is addressed or otherwise directed. Please note that any views or opinions presented in this email are solely those of the author and do not necessarily represent those of the Company. Finally, the recipient should check this email and any attachments for the presence of viruses. The Company accepts no liability for any damage caused by any virus transmitted by this email. All SGS services are rendered in accordance with the applicable SGS conditions of service available on request and accessible at http://www.sgs.com/en/Terms-and-Conditions.aspx -- RT Training - Boston, September 9-10 http://bestpractical.com/training
Re: [rt-users] How can you use requestor info in custom field
Thank you for the response, forgive me I am new at this, very new… $self-TicketObj-AddCustomFieldValue( Field = 'location', Value = '$self-TransactionObj-CreatorObj-City' ); Is the code I have and it is literally putting in just the line. Where do I need to correct my syntax? Adam Thomas SGS Canada Application Support - Big Machines Development SGS Canada Phone: +1-705-652-2000 ext 2505 Cell: +1-705-957-1618 E-mail: adam.tho...@sgs.commailto:jessica.mar...@sgs.com From: Alex Peters [mailto:a...@peters.net] Sent: July-18-14 9:10 AM To: Thomas, Adam (Lakefield) Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] How can you use requestor info in custom field You can do this with a scrip which fires on ticket creation, accesses the user's relevant location information, then puts it in the ticket's custom field. The location information of the user creating the ticket can be accessed in scrip code via: $self-TransactionObj-CreatorObj-Organization $self-TransactionObj-CreatorObj-Address1 $self-TransactionObj-CreatorObj-Address2 $self-TransactionObj-CreatorObj-City $self-TransactionObj-CreatorObj-State $self-TransactionObj-CreatorObj-Zip $self-TransactionObj-CreatorObj-Country A ticket's custom field can be modified in scrip code via: $self-TicketObj-AddCustomFieldValue( Field = 'location', Value = '...' ); On 17 July 2014 22:51, AdamThomas adam.tho...@sgs.commailto:adam.tho...@sgs.com wrote: When a ticket is emailed in I want the requestors location to be auto populated into my custom field location. My user profile automatically detects their location in their user profile -- View this message in context: http://requesttracker.8502.n7.nabble.com/How-can-you-use-requestor-info-in-custom-field-tp57959.html Sent from the Request Tracker - User mailing list archive at Nabble.com. -- RT Training - Boston, September 9-10 http://bestpractical.com/training Information in this email and any attachments is confidential and intended solely for the use of the individual(s) to whom it is addressed or otherwise directed. Please note that any views or opinions presented in this email are solely those of the author and do not necessarily represent those of the Company. Finally, the recipient should check this email and any attachments for the presence of viruses. The Company accepts no liability for any damage caused by any virus transmitted by this email. All SGS services are rendered in accordance with the applicable SGS conditions of service available on request and accessible at http://www.sgs.com/en/Terms-and-Conditions.aspx -- RT Training - Boston, September 9-10 http://bestpractical.com/training
Re: [rt-users] Combobox not rendered and working correctly
On 07/18/2014 05:43 AM, andriusk wrote: In my bulk update page, the Combobox type CF are not rendered correctly. Also if I choose the value in badly rendered field and try to update it, nothing happens. Thanks for the report -- I've confirmed this on 4.2-trunk and filed a bug: http://issues.bestpractical.com/Ticket/Display.html?id=30261 - Alex -- RT Training - Boston, September 9-10 http://bestpractical.com/training
[rt-users] Fwd: Status '' isn't valid status for tickets in this queue Error
Thanks for the reply Alex!
Actually, that led me to the answer.. or rather another question.
She came to me yesterday and said she was accidentally emailing our RT
instance email instead of a person. That clued me in, and I attempted to
create a ticket via email, which apparently does not work anymore.
We have a custom lifecycle on these queues, and I imagine that is causing
some error? We never make tickets that way, so I guess I never tried it.
Replies are confirmed working, and I can create tickets via email in other
(default) queues fine.
So my question then:
What did I need to do to get email ticket creation working for custom
lifecycles?
I already have the initial status setting as 'new in RT_SiteConfig, but
this email indicates it's blank?
snippet
Set( %Lifecycles, webdev = {
initial = [ 'new' ],
active = [ 'open', 'testing', 'dev_question',
'qc_question', 'qc_approved', 'dept_approved', 'pending', 'stalled' ],
inactive= [ 'resolved', 'rejected', 'deleted' ],
transitions = {
--
Alternately, I'd love to turn off email ticket creation altogether honestly
- can I do that? It's fine it doesn't work, would just need to get rid of
that error email.
Thanks again!
On Wed, Jul 16, 2014 at 11:01 AM, Alex Peters a...@peters.net wrote:
Have you enabled debug logging? The output of the log during the
attempted ticket creation could be of great assistance.
Is the problem specific to this user? Can you confirm that she's
attempting to create the ticket via email and not via the web? If she has
web access, do you know whether the problem exists there also?
On 17 July 2014 01:51, Wendi M. wendi...@gmail.com wrote:
I am learning all of this as I go, but I got RT up and running some time
ago. We have been going for about a year now and just tweaking small things
as we need. I recently had a user start getting this email
Sub: Ticket creation failed: ticket
Status '' isn't a valid status for tickets in this queue.
She had made a ticket in a queue as usual and tried to change the status and
received this error. I'm confused on where to even start looking for what
the problem might be? It did allow her to change the status, but no idea why
she is getting this message?
We are running RT 4.0.4 with some custom lifecycles. I have double checked
for typos in the lifecycles, but can't find anything. I'd love to upgrade,
but I am pretty lost on that process.
Thanks in advance!
--
RT Training - Boston, September 9-10
http://bestpractical.com/training
--
RT Training - Boston, September 9-10
http://bestpractical.com/training
[rt-users] rt-mailgate error
Hi rt-users
I am trying to install rt 4.2.6 and I am getting this error when I send
email to rt-mailgate.
I am using
centos 6.5
postfix
rt 4.2.6 with smime enabled
https
Can anyone help point me to what might be wrong?
Thanks,
-Dan
(temporary failure. Command output: RT server error. The RT server which
handled your email did not behave as expected. It said: !DOCTYPE html
html lang=en head titleLogin/title meta
http-equiv=X-UA-Compatible content=IE=edge / !-- The
X-UA-Compatible meta tag above must be very early in head --
script window.RT = {}; RT.CurrentUser = {}; RT.Config =
{WebPath:,MessageBoxRichTextHeight:200,rtname:rt-de.mars.com};
RT.I18N = {}; RT.I18N.Catalog = {quote_in_filename:Filenames with double
quotes can not be uploaded.}; /script link rel=stylesheet
href=/NoAuth/css/rudder/squished-a6ecd9cac12ad7882b058c189d8356f0.css
type=text/css media=all / link rel=shortcut icon
href=/static/images/favicon.png type=image/png / !--[if lt IE 8]
link rel=stylesheet href=/static/css/rudder/msie.css type=text/css
media=all / ![endif]-- !-- Site CSS from theme editor -- style
type=text/css media=all id=sitecss /style script
type=text/javascript
src=/NoAuth/js/squished-46e33086cae34b18193091278fdfb134.js/script
script type=text/javascript!-- jQuery( loadTitleBoxStates );
jQuery(function () { jQuery('\x23user').focus() }); --/script script
if (window.top !== window.self) { document.write = ;
window.top.location = window.self.location; setTimeout(function(){
document.body.innerHTML = ; }, 1); window.self.onload =
function(){ document.body.innerHTML = ; }; } /script
/head body class=rudder sidebyside id=comp-NoAuth-Login div
id=logo a href=http://bestpractical.com;img
src=/static/images/bpslogo.png alt=Best Practical Solutions, LLC
corporate logo width=181 height=38 //a span
class=rtnameRT for rt-de.mars.com/span /div div id=quickbar
div id=quick-personal span class=hidea href=#skipnavSkip
Menu/a | /span span id=not-logged-inNot logged in./span
/div /div div id=headerh1Login/h1/divdiv id=body
class=login-body div id=login-box div class= div
class=titlebox id= div class=titlebox-title span
class=leftLogin/span span class=right4.2.6
/span /div div class=titlebox-content
id=TitleBox--_NoAuth_Login_html--TG9naW4_---0 form id=login
name=login method=post action=/NoAuth/Login.html div
class=input-row span class=labelUsername:/span span
class=inputinput name=user value= id=user //span /div div
class=input-row span class=labelPassword:/span span
class=inputinput type=password name=pass autocomplete=off
//span /div input type=hidden name=next
value=24586f91ce1b1eec42bdabfc5857b8b6 / script
type=text/javascript jQuery(function(){ if (window.location.hash) {
var form = jQuery(form[name=login]); form.attr('action',
form.attr('action') + '#' + window.location.hash.replace(/^#/, '')); }
}); /script div class=button-row span class=inputinput
type=submit class=button value=Login //span /div /form
hr class=clear / /div /div /div /div!-- #login-box --
/div!-- #login-body -- hr class=clear / /div div id=footer
p id=timespanTime to display: 0.017673/span/p p
id=bpscreditsspan#187;#124;#171; RT 4.2.6 Copyright 1996-2014 a
href=http://www.bestpractical.com?rt=4.2.6
http://www.bestpractical.com/?rt=4.2.6Best Practical Solutions,
LLC/a. /span/p p id=legalDistributed under a href=
http://www.gnu.org/licenses/gpl-2.0.html;version 2 of the GNU GPL/a.br
/To inquire about support, training, custom development or licensing,
please contact a href=mailto:sa...@bestpractical.com;
sa...@bestpractical.com/a.br //p /div /body /html)
--
RT Training - Boston, September 9-10
http://bestpractical.com/training
Re: [rt-users] rt-mailgate error
On 07/18/2014 05:23 PM, Dan Mcqueen wrote: Hi rt-users I am trying to install rt 4.2.6 and I am getting this error when I send email to rt-mailgate. I am using centos 6.5 postfix rt 4.2.6 with smime enabled https Can anyone help point me to what might be wrong? What aliases line are you using? That is, how are you calling rt-mailgate? - Alex -- RT Training - Boston, September 9-10 http://bestpractical.com/training
Re: [rt-users] rt-mailgate error
That was the tip I needed, I had a trailing /rt/, which was incorrect, on on my mailgate --url Thanks! On Fri, Jul 18, 2014 at 2:37 PM, Alex Vandiver ale...@bestpractical.com wrote: On 07/18/2014 05:23 PM, Dan Mcqueen wrote: Hi rt-users I am trying to install rt 4.2.6 and I am getting this error when I send email to rt-mailgate. I am using centos 6.5 postfix rt 4.2.6 with smime enabled https Can anyone help point me to what might be wrong? What aliases line are you using? That is, how are you calling rt-mailgate? - Alex -- RT Training - Boston, September 9-10 http://bestpractical.com/training
Re: [rt-users] Fwd: Status '' isn't valid status for tickets in this queue Error
Your pasted snippet doesn't include an on_create definition, which is used
to determine which status is applied to tickets created by email:
https://www.bestpractical.com/docs/rt/latest/customizing/lifecycles.html#Default-Status
Probably a good idea to check that that's there and properly defined.
Additionally, although not referenced by the above page, I think statuses
have a length limit of 10 characters. Your example defines statuses of up
to 13 characters in length. I'm not sure whether that's contributing to
your current issue or not. This limitation is mentioned on the wiki,
although it also warns that the info is out of date, so it could be wise to
search the release notes for changes to the status length limit:
http://requesttracker.wikia.com/wiki/CustomStatuses
Ticket creation via email could probably be disabled at the MTA
configuration level by rejecting emails that don't reference a ticket
number in the subject. I hope that the above ideas fix your issue though,
and make disabling ticket creation via email unnecessary.
On 19/07/2014 4:22 am, Wendi M. wendi...@gmail.com wrote:
Thanks for the reply Alex!
Actually, that led me to the answer.. or rather another question.
She came to me yesterday and said she was accidentally emailing our RT
instance email instead of a person. That clued me in, and I attempted to
create a ticket via email, which apparently does not work anymore.
We have a custom lifecycle on these queues, and I imagine that is causing
some error? We never make tickets that way, so I guess I never tried it.
Replies are confirmed working, and I can create tickets via email in other
(default) queues fine.
So my question then:
What did I need to do to get email ticket creation working for custom
lifecycles?
I already have the initial status setting as 'new in RT_SiteConfig, but
this email indicates it's blank?
snippet
Set( %Lifecycles, webdev = {
initial = [ 'new' ],
active = [ 'open', 'testing', 'dev_question',
'qc_question', 'qc_approved', 'dept_approved', 'pending', 'stalled' ],
inactive= [ 'resolved', 'rejected', 'deleted' ],
transitions = {
--
Alternately, I'd love to turn off email ticket creation altogether
honestly - can I do that? It's fine it doesn't work, would just need to get
rid of that error email.
Thanks again!
On Wed, Jul 16, 2014 at 11:01 AM, Alex Peters a...@peters.net wrote:
Have you enabled debug logging? The output of the log during the
attempted ticket creation could be of great assistance.
Is the problem specific to this user? Can you confirm that she's
attempting to create the ticket via email and not via the web? If she has
web access, do you know whether the problem exists there also?
On 17 July 2014 01:51, Wendi M. wendi...@gmail.com wrote:
I am learning all of this as I go, but I got RT up and running some time
ago. We have been going for about a year now and just tweaking small things
as we need. I recently had a user start getting this email
Sub: Ticket creation failed: ticket
Status '' isn't a valid status for tickets in this queue.
She had made a ticket in a queue as usual and tried to change the status
and received this error. I'm confused on where to even start looking for
what the problem might be? It did allow her to change the status, but no
idea why she is getting this message?
We are running RT 4.0.4 with some custom lifecycles. I have double checked
for typos in the lifecycles, but can't find anything. I'd love to upgrade,
but I am pretty lost on that process.
Thanks in advance!
--
RT Training - Boston, September 9-10
http://bestpractical.com/training
--
RT Training - Boston, September 9-10
http://bestpractical.com/training
--
RT Training - Boston, September 9-10
http://bestpractical.com/training
Re: [rt-users] Fwd: Status '' isn't valid status for tickets in this queue Error
Please disregard the bit about statuses needing to be 10 characters in
length or shorter. As of some release in the RT v4.0 series (the site
doesn't indicate which release, but probably v4.0.0), the limit is 64
characters:
https://www.bestpractical.com/docs/rt/4.0/RT/Ticket.html#Status
The wiki needs to be updated with version information for that earlier
restriction.
On 19/07/2014 11:37 am, Alex Peters a...@peters.net wrote:
Your pasted snippet doesn't include an on_create definition, which is used
to determine which status is applied to tickets created by email:
https://www.bestpractical.com/docs/rt/latest/customizing/lifecycles.html#Default-Status
Probably a good idea to check that that's there and properly defined.
Additionally, although not referenced by the above page, I think statuses
have a length limit of 10 characters. Your example defines statuses of up
to 13 characters in length. I'm not sure whether that's contributing to
your current issue or not. This limitation is mentioned on the wiki,
although it also warns that the info is out of date, so it could be wise to
search the release notes for changes to the status length limit:
http://requesttracker.wikia.com/wiki/CustomStatuses
Ticket creation via email could probably be disabled at the MTA
configuration level by rejecting emails that don't reference a ticket
number in the subject. I hope that the above ideas fix your issue though,
and make disabling ticket creation via email unnecessary.
On 19/07/2014 4:22 am, Wendi M. wendi...@gmail.com wrote:
Thanks for the reply Alex!
Actually, that led me to the answer.. or rather another question.
She came to me yesterday and said she was accidentally emailing our RT
instance email instead of a person. That clued me in, and I attempted to
create a ticket via email, which apparently does not work anymore.
We have a custom lifecycle on these queues, and I imagine that is causing
some error? We never make tickets that way, so I guess I never tried it.
Replies are confirmed working, and I can create tickets via email in
other (default) queues fine.
So my question then:
What did I need to do to get email ticket creation working for custom
lifecycles?
I already have the initial status setting as 'new in RT_SiteConfig, but
this email indicates it's blank?
snippet
Set( %Lifecycles, webdev = {
initial = [ 'new' ],
active = [ 'open', 'testing', 'dev_question',
'qc_question', 'qc_approved', 'dept_approved', 'pending', 'stalled' ],
inactive= [ 'resolved', 'rejected', 'deleted' ],
transitions = {
--
Alternately, I'd love to turn off email ticket creation altogether
honestly - can I do that? It's fine it doesn't work, would just need to get
rid of that error email.
Thanks again!
On Wed, Jul 16, 2014 at 11:01 AM, Alex Peters a...@peters.net wrote:
Have you enabled debug logging? The output of the log during the
attempted ticket creation could be of great assistance.
Is the problem specific to this user? Can you confirm that she's
attempting to create the ticket via email and not via the web? If she has
web access, do you know whether the problem exists there also?
On 17 July 2014 01:51, Wendi M. wendi...@gmail.com wrote:
I am learning all of this as I go, but I got RT up and running some time
ago. We have been going for about a year now and just tweaking small
things as we need. I recently had a user start getting this email
Sub: Ticket creation failed: ticket
Status '' isn't a valid status for tickets in this queue.
She had made a ticket in a queue as usual and tried to change the status
and received this error. I'm confused on where to even start looking for
what the problem might be? It did allow her to change the status, but no
idea why she is getting this message?
We are running RT 4.0.4 with some custom lifecycles. I have double checked
for typos in the lifecycles, but can't find anything. I'd love to upgrade,
but I am pretty lost on that process.
Thanks in advance!
--
RT Training - Boston, September 9-10
http://bestpractical.com/training
--
RT Training - Boston, September 9-10
http://bestpractical.com/training
--
RT Training - Boston, September 9-10
http://bestpractical.com/training
