Re: [rt-users] Full text indexer issue with img html tag

2016-03-30 Thread Alex Vandiver
On Wed, 30 Mar 2016 21:32:37 -0700
Alex Vandiver  wrote:
> What version of RT?  That's a symptom of RT 4.0.9 or earlier; 4.0.10
> contains a fix that makes RT simply skip that attachment.

Actually, my mistake -- it was fixed in 4.0.3:
https://github.com/bestpractical/rt/commit/692b5bcb

If you're running pre-4.0.3, you _certainly_ want to upgrade.
 - Alex
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Re: [rt-users] Full text indexer issue with img html tag

2016-03-30 Thread Alex Vandiver
On Wed, 30 Mar 2016 17:41:02 +0200
Peter Viskup  wrote:
> we are experiencing issue with full text indexer

What version of RT?  That's a symptom of RT 4.0.9 or earlier; gradi4.0.10
contains a fix that makes RT simply skip that attachment.
 - Alex
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Re: [rt-users] Attachments only work for privileged users

2016-03-30 Thread Dustin Graves
Hi Geoff,

If you’re talking about 4.4.0, this is a known issue that will be fixed in 
4.4.1. In the meantime, attached you’ll find a patch that should fix the 
problem for you.

Thank you,
Dustin

> On Mar 30, 2016, at 5:18 PM, Geoff Fountain  wrote:
> 
> As the title says... attaching something to a ticket only works for 
> privileged users. I'm guessing this is some sort of permissions issue, but I 
> am unable to find anything that explicitly allows or denies adding 
> attachments to a ticket.
> 
> Anyone have any ideas?
> 
> - gf
> -
> RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
> * Washington DC - May 23 & 24, 2016


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[rt-users] Attachments only work for privileged users

2016-03-30 Thread Geoff Fountain
As the title says... attaching something to a ticket only works for
privileged users. I'm guessing this is some sort of permissions issue, but
I am unable to find anything that explicitly allows or denies adding
attachments to a ticket.

Anyone have any ideas?

- gf
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RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
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Re: [rt-users] RT 4.2.12 upgrade not sending email out....

2016-03-30 Thread Gary Greene
After doing some digging, it appears the issue was due to the queue’s scrips 
being disabled on the upgrade. After re-enabling them, the issue is resolved.

--
Gary L. Greene, Jr.
Sr. Systems Administrator
IT Operations
Minerva Networks, Inc.
Cell: +1 (650) 704-6633




> On Mar 29, 2016, at 3:35 PM, Gary Greene  wrote:
> 
> After a recent upgrade to 4.2.12, RT doesn’t seem to be sending out emails. 
> It accepts them in, but we don’t get any acknowledgement emails, nor 
> correspondences.
> 
> I need a way to debug this to pin-point the issue, thanks.
> 
> --
> Gary L. Greene, Jr.
> Sr. Systems Administrator
> IT Operations
> Minerva Networks, Inc.
> Cell: +1 (650) 704-6633
> 
> 
> 
> 
> -
> RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
> * Washington DC - May 23 & 24, 2016



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Re: [rt-users] hotmail address requester does not get email notifications if reply sent via a mail client

2016-03-30 Thread Jim Brandt
The configuration option to look at is the one identified in the 
message: $RedistributeAutoGeneratedMessages


You can read about it in your RT_Config or here:

https://docs.bestpractical.com/rt/4.2.12/RT_Config.html#Application-logic

Something about the incoming message is causing RT to identify it as 
machine generated, probably a header getting added somewhere in your 
email chain.


On 3/30/16 9:58 AM, Sundeep Singh Nanuwa wrote:

Hi,

I have narrowed down the issue to being a missing configuration with RT
permissions - not an issue with any ISP in particular.

If a reply is sent via a mail client, RT logs this message...

[4020] [Tue Mar 29 15:46:51 2016] [info]:
 xx...@hotmail.com
is *blacklisted* because autogenerated messages are configured to only
be sent to *privileged* users (RedistributeAutoGeneratedMessages).
*Skipping* (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:841) /- this is
the reason why RT never sends an email to the requester/

The log above appears because the requester is not a privileged user
(nor should they be as they're an external user), what permission needs
setting to allow RT send emails to unprivileged users?

As a test, if I make the user a privileged user and send a reply from a
mail client RT does send an email to the requester.
[23268] [Wed Mar 30 13:53:00 2016] [info]:
 *sent* To:
xx...@hotmail.com (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:315)

As usual, if a reply is sent via RT web - the requester receives the
email as expected.

Any suggestions?

Thanks
Sunny



On 29/03/16 13:52, Sunny wrote:

Hi all,

I'm experiencing an issue with a particular queue where by a Hotmail
address requester does not get email notifications if their ticket is
replied to via a mail client - RT gets updated with the reply but it
doesn't send out an email to the requester. If the same ticket is
replied to via RT web the Hotmail address requester does receive a
reply - again RT gets updated with the reply but this time it does
send out an email to the requester.

It's only to Hotmail addresses where I see this issue, gmail and our
domain is fine.

The setup of the queue (example)...

Queue name = queue1
Reply Address = que...@xyz.org

The actual queue email address is que...@abc.org
que...@xyz.org forwards to que...@abc.org which then goes into RT at
r...@helpdesk.abc.org

If I change the reply address from que...@xyz.org to que...@abc.org
the RT gets updated and the hotmail address requester receives the
reply, however, I need the reply address to be que...@xyz.org.

Any suggestions?

Thanks
Regards
-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Washington DC - May 23 & 24, 2016




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RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Washington DC - May 23 & 24, 2016


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* Washington DC - May 23 & 24, 2016


[rt-users] Display custom fields in a ticket

2016-03-30 Thread Jeffrey Pilant
That's odd.

I added the following to RT_SiteConfig.pm:
Set(%CustomFieldGroupings,
'RT::Ticket' => [
'Custom Fields' => ['A', 'B',
'C', 'D', 'E',
'F', 'G', 'H',
'I', 'J',
'K', 'L', 'M', 'N',
'O', 'P', 'Q',
'R'],
],
);

This gave me the error when logged in on the server to RT:
An internal RT error has occurred. Your administrator can find more details 
in RT's log files.
Logging in via an external site failed to do anything.

Not wanting to leave it broken, I edited the RT_SiteConfig.pm and places pound 
(#) signs in front of the lines above.  I then rebooted.

Now it is working.

Huh?

Since it seems to be working now, I am not going to touch it for a while.

/jeff



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[rt-users] Full text indexer issue with img html tag

2016-03-30 Thread Peter Viskup
Hello all,
we are experiencing issue with full text indexer which seems to be
related to HTML email with tag ""
(28398 characters long) which seems to cause rt-fulltext-indexer fail
to update full text index.

We do see following debug messages:
Found attachment #3085
[834] [Wed Mar 30 12:33:32 2016] [warning]: NOTICE:  word is too long
to be indexed
DETAIL:  Words longer than 2047 characters are ignored.
(/opt/rt4/sbin/rt-fulltext-indexer:322)
[834] [Wed Mar 30 12:33:32 2016] [warning]: NOTICE:  word is too long
to be indexed
DETAIL:  Words longer than 2047 characters are ignored.
(/opt/rt4/sbin/rt-fulltext-indexer:322)
Processed attachment #3085

Anyone with another/better solution than removal of the affected ticket?

-- 
Peter Viskup
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RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
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Re: [rt-users] Display custom fields in a ticket

2016-03-30 Thread Jeffrey Pilant
Joop wrote:
> Anything that isn't in RT_SiteConfig.pm has a default that should give
> you a working RT.
> You didn't change anything in RT_Config.pm?
>
> I'm at the end of my wits. Can't think of anything that would cause this
> without having access to the systems.

RT_Config.pm is untouched.  While it suggests a value for CustomFieldGrouping 
in the comments, it does not actually set it.

As you saw, this is a strait up upgrade of a working system.  I only customized 
it enough to add in the ID and web info.  It does work, just not with custom 
fields.

/jeff




The information contained in this e-mail is for the exclusive use of the 
intended recipient(s) and may be confidential, proprietary, and/or 
legally privileged.  Inadvertent disclosure of this message does not 
constitute a waiver of any privilege.  If you receive this message in 
error, please do not directly or indirectly use, print, copy, forward,
or disclose any part of this message.  Please also delete this e-mail 
and all copies and notify the sender.  Thank you. 

For alternate languages please go to http://bayerdisclaimer.bayerweb.com

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Re: [rt-users] hotmail address requester does not get email notifications if reply sent via a mail client

2016-03-30 Thread Sundeep Singh Nanuwa

Hi,

I have narrowed down the issue to being a missing configuration with RT 
permissions - not an issue with any ISP in particular.


If a reply is sent via a mail client, RT logs this message...

[4020] [Tue Mar 29 15:46:51 2016] [info]: 
 xx...@hotmail.com 
is *blacklisted* because autogenerated messages are configured to only 
be sent to *privileged* users (RedistributeAutoGeneratedMessages). 
*Skipping* (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:841) /- this is 
the reason why RT never sends an email to the requester/


The log above appears because the requester is not a privileged user 
(nor should they be as they're an external user), what permission needs 
setting to allow RT send emails to unprivileged users?


As a test, if I make the user a privileged user and send a reply from a 
mail client RT does send an email to the requester.
[23268] [Wed Mar 30 13:53:00 2016] [info]: 
 *sent* To: 
xx...@hotmail.com (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:315)


As usual, if a reply is sent via RT web - the requester receives the 
email as expected.


Any suggestions?

Thanks
Sunny



On 29/03/16 13:52, Sunny wrote:

Hi all,

I'm experiencing an issue with a particular queue where by a Hotmail 
address requester does not get email notifications if their ticket is 
replied to via a mail client - RT gets updated with the reply but it 
doesn't send out an email to the requester. If the same ticket is 
replied to via RT web the Hotmail address requester does receive a 
reply - again RT gets updated with the reply but this time it does 
send out an email to the requester.


It's only to Hotmail addresses where I see this issue, gmail and our 
domain is fine.


The setup of the queue (example)...

Queue name = queue1
Reply Address = que...@xyz.org

The actual queue email address is que...@abc.org
que...@xyz.org forwards to que...@abc.org which then goes into RT at 
r...@helpdesk.abc.org


If I change the reply address from que...@xyz.org to que...@abc.org 
the RT gets updated and the hotmail address requester receives the 
reply, however, I need the reply address to be que...@xyz.org.


Any suggestions?

Thanks
Regards
-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Washington DC - May 23 & 24, 2016


-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Washington DC - May 23 & 24, 2016


Re: [rt-users] RT::Crypt::GPG with gpg-agent

2016-03-30 Thread Jim Brandt



On 3/30/16 7:52 AM, Peter Viskup wrote:

Hello all,
just trying to figure how to setup RT with use of gpg-agent.

Tried to start gpg-agent this way:

root@server:~# gpg-agent --daemon --pinentry-program
/usr/bin/pinentry-curses --home /opt/rt4/var/data/GnuPG

And then in RT_SiteConfig.pm:
Set( %GnuPG,
 Enable => 1,
 OutgoingMessagesFormat => 'RFC',
 AllowEncryptDataInDB => 0
);

Set( %GnuPGOptions,
 'digest-algo'   => 'SHA512',
 'use-agent'=> undef,
 'gpg-agent-info'=> '/opt/rt4/var/data/GnuPG/.agent-socket',
 'no-permission-warning' => undef,
 'homedir'   => '/opt/rt4/var/data/GnuPG'
);

Set( @MailPlugins =>
 "Auth::MailFrom",
 "Auth::Crypt"
);

Unfortunately it didn't work.

The gpg-agent-info option need to have the values which change with
every gpg-agent execution.

It could be possible to use write-env-file option and then read the
file by RT. Is it possible to extend the RT_SiteConfig.pm that way it
will read the file and fill the gpg-agent-info value in GnuPGOptions
hash?

Any other thoughts?

We are running GnuPG version 1.4.12, GnuPG agent version 2.0.19 and
latest release of RT 4.2.



I think the use-standard-socket option is another approach. The value is 
then consistent each time. This has become the default in version 2.

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[rt-users] RT::Crypt::GPG with gpg-agent

2016-03-30 Thread Peter Viskup
Hello all,
just trying to figure how to setup RT with use of gpg-agent.

Tried to start gpg-agent this way:

root@server:~# gpg-agent --daemon --pinentry-program
/usr/bin/pinentry-curses --home /opt/rt4/var/data/GnuPG

And then in RT_SiteConfig.pm:
Set( %GnuPG,
Enable => 1,
OutgoingMessagesFormat => 'RFC',
AllowEncryptDataInDB => 0
);

Set( %GnuPGOptions,
'digest-algo'   => 'SHA512',
'use-agent'=> undef,
'gpg-agent-info'=> '/opt/rt4/var/data/GnuPG/.agent-socket',
'no-permission-warning' => undef,
'homedir'   => '/opt/rt4/var/data/GnuPG'
);

Set( @MailPlugins =>
"Auth::MailFrom",
"Auth::Crypt"
);

Unfortunately it didn't work.

The gpg-agent-info option need to have the values which change with
every gpg-agent execution.

It could be possible to use write-env-file option and then read the
file by RT. Is it possible to extend the RT_SiteConfig.pm that way it
will read the file and fill the gpg-agent-info value in GnuPGOptions
hash?

Any other thoughts?

We are running GnuPG version 1.4.12, GnuPG agent version 2.0.19 and
latest release of RT 4.2.

-- 
Peter
-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Washington DC - May 23 & 24, 2016


Re: [rt-users] Display custom fields in a ticket

2016-03-30 Thread Joop
On 29-3-2016 22:49, Jeffrey Pilant wrote:
>
> Joop wrote:
>
> > In 4.2 BP introduced the concept of CustomFieldGrouping where you can
> > add CFs to other metadata blocks like Dates or People thats why
> > ShowSummary is different.
> > Could it be that the configuration variable todo wiht CF-Grouping has
> > been modified (incorrectly)??
>
> > 
>
> > Joop
>
>  
>
> That probably explains it.  Here is the substance of my
> RT_SiteConfig.pm file:
>
>   Set($rtname, 'X.COM');
>
>   Set($WebDomain, 'X');
>
>   Set(@ReferrerWhitelist, qw(AAA.BBB.CCC.DDD:80 X:80 x:80));
>
>   Set($WebPath, "/rt");
>
>  
>
> We don’t use the email side at all (the server cannot even send mail),
> only the web side.
>
>  
>
> Can you give me the CustomFieldGrouping I need?  We have CF’s of the
> following patterns:
>
>   LookupType  #  Name  Added   Type   Pattern  Status
>
>   Articles#  CFXX  Z   Enabled
>
>   Articles#  CFXX, YY  Z   Enabled
>
>   Tickets #  CFXX  Z  [WWW]Enabled
>
>   Tickets #  CFXX  Z   Enabled
>
>   Tickets #  CFGlobal  Z  [WWW]Enabled
>
>   Tickets #  CFGlobal  Z   Enabled
>
> With a total of 5 article and 20 ticket CFs.  Two of the latter are
> test entries.
>
>  
>
> The RT_Config.pm suggests something of the form:
>
>   Set(%CustomFieldGroupings,
>
>   'RT::Ticket' => [
>
>   'Grouping Name' => ['CF Name', 'Another CF'],
>
>   'Another Grouping'  => ['Some CF'],
>
>   'Dates' => ['Shipped date'],
>
>   ],
>
>   'RT::User' => [
>
>   'Phones' => ['Fax number'],
>
>   ],
>
>   );
>
>  
>
> If I have to add to a predefined group, I would like to add to "Basics".
>
>  
>
> After adding to RT_SiteConfig.pm, I will bounce the web server to verify.
>
>
Anything that isn't in RT_SiteConfig.pm has a default that should give
you a working RT.
You didn't change anything in RT_Config.pm?

I'm at the end of my wits. Can't think of anything that would cause this
without having access to the systems.

Joop

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