Re: [rt-users] RT creates CLOSE_WAITS

2015-11-02 Thread Asanka Gunasekera
Hi Bill, thank you for the reply and I was at a conner and was scratching my 
head about. Thanks to you I have something to work with

Thanks and Best Regards

Asanka


On Sat, 31/10/15, Bill Cole  wrote:

 Subject: Re: [rt-users] RT creates CLOSE_WAITS
 To: rt-users@lists.bestpractical.com
 Date: Saturday, 31 October, 2015, 3:34
 
 On 30 Oct 2015, at 3:48,
 Asanka Gunasekera wrote:
 
 > Hi
 thank you for the reply, I am using mod_perl
 > 2.0.9
 
 I suggest switching to mod_fastcgi or mod_fcgid
 as a first step. I use 
 mod_fastcgi because
 my RT instances all have long legacies, but on a 
 newly-built system mod_fcgid is probably a
 better choice because it is 
 still being
 maintained.
 
 I don't
 suggest that because I know of a specific problem in the
 current 
 RT & mod_perl, but because 3
 times over many years & RT versions I've 
 tried to stand up fresh RT instances using
 mod_perl (because it should 
 in principle be
 more efficient) and every time I've retreated to FastCGI
 
   after running into some problem I
 couldn't figure out and which simply 
 didn't happen with FastCGI. I know a lot of
 people run RT with mod_perl 
 so it CAN be
 done, but when it doesn't work the diagnostic process is
 
 daunting.
 
 If there's some reason you really want to
 stick with mod_perl, you 
 should investigate
 troubleshooting tactics for mod_perl, which include a 
 way to load it with a Perl debugger.



[rt-users] Automatically adding CC from mails to Watchers/CC in ticket

2015-11-02 Thread Primoz Jeroncic
Hi guys

I went through the archives, but still somehow I can't manage to get
this to work, so I would appreciate some help and patience :)

We have clients, who open ticket via e-mail, and all works fine, except
that some clients open ticket from their personal e-mail (which becomes
"owner" of the ticket/requestor), and they put their group mail as cc.
Now if I want replies to go automatically to requestor (to his personal
mail, from which they opened ticket) and also to their group mail, I
need to add this group mail under each ticket (People->Add new watchers)
by hand.
As this is time consuming, and I'm not by machine checking this 24/7, to
be able to add them by hand, I was hoping there could be way for RT to
add these CC addresses from original mail which opened the new ticket,
as watchers (as CC:) in RT ticket automatically.

I saw few replies in archive, about creating script under particular
queue with following data:
Condition: On create
Action: Notify CCs
Template: Global template: Transaction
Stage: TransactionCreate

I tried this, but it doesn't really do what I would like to. Is there
any other (proper) way to achieve this and have RT adding CCs from mail
automatically also to Ticket's CC?


PS: We are running 4.0.6, but I hope that's not going to be issue.

Thanks for help!
-- 
br,
Primoz Jeroncic
Support - IP Connectivity & Routing
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