Re: [rt-users] Asset Tracker in RT 4.4

2016-04-18 Thread Tony G Palomino
Anybody from Best Practical on this thread, and able to chime in on the
availability of custom asset queries in an upcoming release of Assets for
RT?

On Sun, Apr 17, 2016 at 6:06 AM, studogg 
wrote:

> I am running RT 4.0.17 and want to upgrade to 4.4.
>
> We use Asset Tracker and would like to continue to do so. Asset Tracker has
> a much better GUI and allows for custom queries where Assets for RT does
> not.
>
> Will Asset Tracker work in RT 4.4 or do I have to use Assets for RT?
>
>
>
>
>
> --
> View this message in context:
> http://requesttracker.8502.n7.nabble.com/Asset-Tracker-in-RT-4-4-tp61742.html
> Sent from the Request Tracker - User mailing list archive at Nabble.com.
> -
> RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
> * Washington DC - May 23 & 24, 2016
>



-- 
tony.palom...@reed.edu
Director, Computer User Services
Reed College
503-788-6622
-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Washington DC - May 23 & 24, 2016


Re: [rt-users] Attachments from the UI

2016-04-18 Thread Joop
On 18-4-2016 13:11, Beck J Mr wrote:
> Hi All,
>
> We have upgraded to 4.4.0 from 4.2.11 and we are seeing non-privileged users 
> are not able to attach files using the UI, either by drag-and-drop, or by 
> browsing for a file. All looks well in the UI; we see the progress bar and a 
> nice, big tick to say the file has been uploaded, but the file does not get 
> posted on the ticket.
>
> E-mail attachments work okay as far as we can tell, and we cannot see 
> anything relevant in error.log or rt.log.
>
> Has anybody seen this behaviour?
>
>
This has come up on the mailinglist a few times. Search them and lets us
know if you can't find it and maybe someone will dig up the posts. I'm
short on time right now, sorry.

Joop

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


Re: [rt-users] RT 4.4 failing to send CC emails

2016-04-18 Thread Todd Wade

On 4/18/16 9:40 AM, Luke Hopkins wrote:

I'm running RT 4.4 and for some reason whenever I add a one-time cc to a
ticket I get the following error appearing on the ticket:
The RT System itself- Sending the previous mail has failed. Please
contact your admin, they can find more details in the logs.


You'll need to see the mail server logs to get the reason the send is 
failing. Perhaps /var/log/maillog or something like that.


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


Re: [rt-users] Installed extension not working

2016-04-18 Thread pelotek
Unfortunately, now it's only partially working.  I have the portlet on the
dashboard but the link is not showing up under "search".  Tickets show up on
the portlet and the information is displayed correctly, but there is no way
for me to create searches for the calendar or display a larger calendar. 
The help page is also missing (should be under /Prefs/Calendar.html).



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[rt-users] RT 4.4 failing to send CC emails

2016-04-18 Thread Luke Hopkins
I'm running RT 4.4 and for some reason whenever I add a one-time cc to a 
ticket I get the following error appearing on the ticket:
The RT System itself- Sending the previous mail has failed. Please 
contact your admin, they can find more details in the logs.


The logs show:
  [21] [Mon Apr 18 13:33:50 2016] [info]: 
 #5793790/36778097 
- Scrip 6 On Correspond Notify Other Recipients 
(/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:285)

2016-04-18 13:33:50,811 CRIT reaped unknown pid 340)
[21] [Mon Apr 18 13:33:50 2016] [error]: 
: 
`/usr/sbin/sendmail -oi -t -f x...@.xxx` exited with code 64 
(/opt/rt4/sbin/../lib/RT/Interface/Email.pm:921)
[21] [Mon Apr 18 13:33:50 2016] [critical]: 
: Could not send 
mail with command `/usr/sbin/sendmail -oi -t -f x...@.xxx`: 
: 
`/usr/sbin/sendmail -oi -t -f x...@.xxx` exited with code 64 at 
/opt/rt4/sbin/../lib/RT/Interface/Email.pm line 922.


Stack:
  [/opt/rt4/sbin/../lib/RT/Interface/Email.pm:922]
  [/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:292]
  [/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:115]
  [/opt/rt4/sbin/../lib/RT/ScripAction.pm:182]
  [/opt/rt4/sbin/../lib/RT/Scrip.pm:664]
  [/opt/rt4/sbin/../lib/RT/Scrips.pm:296]
  [/opt/rt4/sbin/../lib/RT/Transaction.pm:213]
  [/opt/rt4/sbin/../lib/RT/Record.pm:1670]
  [/opt/rt4/sbin/../lib/RT/Ticket.pm:1605]
  [/opt/rt4/sbin/../lib/RT/Ticket.pm:1491]
  [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:2411]
  [/opt/rt4/share/html/Ticket/Display.html:169]
  [/opt/rt4/share/html/Ticket/Update.html:341]
  [/opt/rt4/share/html/Ticket/autohandler:66]
  [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:696]
  [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:375]
  [/opt/rt4/share/html/autohandler:53] 
(/opt/rt4/sbin/../lib/RT/Interface/Email.pm:926)


It is not an issue with the email addresses because it happens to all 
addresses and all the addresses work fine when they are requesters or 
set a CCs but only fail if set as one-time CC.


I've looked at the scripts and they're exactly the same apart from one 
that fails is Notify Other Recipients.


The sendmail exit code also doesn't seem to make any sense.

Has anyone encountered this issue before?
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RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Washington DC - May 23 & 24, 2016


Re: [rt-users] Need help getting REST API calls to work using WinHttpRequest from VBA

2016-04-18 Thread tim
By using the following code placed into a class called clsRT_Ticket I was
able to create RT Tickets within VBA successfully.  Hope this helps others
that have run into this issue with VBA.

'Must Include Microsoft WinHTTP Services, version 5 (winhttp.dll) in your
reference

'NOTE: to call CreateTicket function from code
'Set RT_Ticket = New clsRT_Ticket
'With RT_Ticket
'.ProcessBar = Me.StatusBar
'.DisplayTicketInfoUponCreation = True
'.Body = sbody
'.PIDs = cPIDs
'.BankID_Old = sOrgReturnedCheck_BankID
'.BankID_New = ReturnedCheck.BankId
'.CreateTicket
'End With
'Set RT_Ticket = Nothing

Private WinHttpReq As WinHttpRequest

Private Const multiPartBoundary As String = "--xYzZY"

Private mvarRT_URL As String
Private mvarRT_CreateTICKET As String
Private mvarRT_ShowTICKET As String
Private mvarRT_Auth_User As String
Private mvarRT_Auth_PWD As String

Private mvarSessionCookie As String
Private mvarCookieHolder As Variant

Private mvarBody As String
Private mvarRequestor As String
Private mvarSubject As String
Private mvarTicketNumber As String
'

Private Sub Class_Initialize()
'create the WinHttpRequest object
Set WinHttpReq = New WinHttpRequest

mvarRT_URL = "https://(RT server):#"  'where # points to a valid
port if needed
mvarRT_CreateTICKET = mvarRT_URL & "/REST/1.0/ticket/new"
mvarRT_ShowTICKET = mvarRT_URL & "/REST/1.0/ticket/%ticket%/SHOW"
mvarRT_Auth_User = "(valid RT user name)"
mvarRT_Auth_PWD = "(valid RT user password)"
mvarRequestor = "(valid RT requestor name)"

mvarBody = ""
mvarSubject = ""
mvarTicketNumber = ""

End Sub

Private Sub Class_Terminate()
Set WinHttpReq = Nothing

End Sub

Public Function CreateTicket() As Boolean
Dim sMultiPartData As String
Dim sCustomFieldValue As String 'value to be placed into custom
field if used

mvarBody = "text to be displayed in body of "
mvarSubject = ""

'setup multipart/form-data to be passed to RT request
sMultiPartData = ""
sMultiPartData = multiPartBoundary & vbCrLf
sMultiPartData = sMultiPartData + "Content-Disposition: form-data;
name=""content""" + vbCrLf + vbCrLf
sMultiPartData = sMultiPartData + "id: ticket/new" + vbCrLf
sMultiPartData = sMultiPartData + "Subject: " + mvarSubject + vbCrLf
sMultiPartData = sMultiPartData + "Text: " + mvarBody + vbCrLf
sMultiPartData = sMultiPartData + "Requestor: " & mvarRequestor & vbCrLf

'had to include next statement twice to get custom field values to be
accepted in RT
sMultiPartData = sMultiPartData + "CF-(name of custom field): " +
sCustomFieldValue + vbCrLf
sMultiPartData = sMultiPartData + "CF-(name of custom field): " +
sCustomFieldValue + vbCrLf

sMultiPartData = sMultiPartData + "Queue: General" + vbCrLf
sMultiPartData = sMultiPartData + "--xYzZY--"

With WinHttpReq
If getValidSessionCookie Then   'get cookie from first call to RT
'Debug.Print .ResponseText

'2) create New RT ticket
.Open "POST", mvarRT_CreateTICKET
.setRequestHeader "User-Agent", "Mozilla/5.0 (Windows NT 6.1;
WOW64; rv:38.0) Gecko/20100101 Firefox/38.0"
.setRequestHeader "Accept",
"text/html,application/xhtml+xml,application/xml;q=0.9,*/*;q=0.8"
.setRequestHeader "Accept-Language", "en-US,en;q=0.5"
.setRequestHeader "DNT", "1"
.setRequestHeader "Referer", mvarRT_CreateTICKET
.setRequestHeader "Cookie", mvarSessionCookie
.setRequestHeader "Connection", "keep-alive"
.setRequestHeader "Content-Type", "multipart/form-data;
boundary=xYzZY"
.setRequestHeader "Content-Length", CStr(Len(sMultiPartData))
.send (sMultiPartData)

If .Status = 200 Then
mvarTicketNumber = Trim(.responseText)
If InStr(mvarTicketNumber, "401 Credentials required") < 1
Then
'get RT ticket number
mvarTicketNumber = Replace(mvarTicketNumber, Chr(10),
"")
If mvarTicketNumber <> "" Then
'return just the RT ticket number
mvarTicketNumber = Mid(mvarTicketNumber,
InStr(mvarTicketNumber, "# Ticket ") + Len("# Ticket "))
mvarTicketNumber = Replace(mvarTicketNumber, "
created.", "")
End If

Debug.Print "RT Ticket #" & CStr(mvarTicketNumber) & "
created."
Else
Debug.Print .responseText
Debug.Print .getAllResponseHeaders
End If
Else
Debug.Print .responseText
Debug.Print .getAllResponseHeaders
End If
Else
'cannot establish a connection to RT server, so try again up to
3 attempts only
Debug.Print .responseText

[rt-users] Attachments from the UI

2016-04-18 Thread Beck J Mr
Hi All,

We have upgraded to 4.4.0 from 4.2.11 and we are seeing non-privileged users 
are not able to attach files using the UI, either by drag-and-drop, or by 
browsing for a file. All looks well in the UI; we see the progress bar and a 
nice, big tick to say the file has been uploaded, but the file does not get 
posted on the ticket.

E-mail attachments work okay as far as we can tell, and we cannot see anything 
relevant in error.log or rt.log.

Has anybody seen this behaviour?

Running Ubuntu Server 14.04.

Thanks

James


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Re: [rt-users] Due dates

2016-04-18 Thread Sally Ainsley
Hi Steve, Joop, All

This is the code we use for the SLAs - it is not perfect and took some trial
and error but it is setting appropriate due dates for us .  I have had to
de-sensitise but hopefully you will be able to follow the ideas.  (We have
not been able to get any sort of Stop the Clock functionality implemented -
there are some previous threads about this but we could not get any to work
- to get around this we have introduced a Custom Field called SLA note - our
managers can fill this in if the DUE DATE is passed to explain why the issue
was not resolved by the DUE DATE - not perfect solution but best we have
been able to do so far.)

We have TWO different sets of SLAS - each has different business hours.
The code below is from our Config file and shows:
a) SLA BUSINESS HOURS & HOLIDAY Definitions
b) Service Agreements: SLA Default setting - ie if a customer does not set
an SLA when entering a ticket we set a default for each queue
c) SLA Level definition -  We have these level names in two different custom
fields called SLA and we apply each custom field to a different Queue - this
enable users to see the correct drop down box of SLA Level Options

Regards

Sally

---

Plugin('RT::Extension::SLA');

  %RT::ServiceBusinessHours = (
'SET ONE BH' => {
1 => { Name => 'Monday', Start => '8:30', End => '18:00' },
2 => { Name => 'Tuesday', Start => '8:30', End => '18:00' },
3 => { Name => 'Wednesday', Start => '8:30', End => '18:00' },
4 => { Name => 'Thursday', Start => '8:30', End => '18:00' },
5 => { Name => 'Friday', Start => '8:30', End => '18:00' },

holidays => [qw(2015-04-03 2015-03-6 2015-05-4 2015-05-24 2015-08-31
2015-12-25 2015-12-26 2016-01-01 2016-03-25 2016-03-28 2016-05-02 2016-05-30
2016-08-29 2016-12-26 2016-12-27 2017-01-02 2017-04-14 2017-04-17 2017-05-01
2017-05-29 2017-08-28 2017-12-25 2017-12-26 )],
},  
'SET TWO BH' => {
1 => { Name => 'Monday', Start => '8:00', End => '18:00' },
2 => { Name => 'Tuesday', Start => '8:00', End => '18:00' },
3 => { Name => 'Wednesday', Start => '8:00', End => '18:00' },
4 => { Name => 'Thursday', Start => '8:00', End => '18:00' },
5 => { Name => 'Friday', Start => '8:00', End => '18:00' },

holidays => [qw(2015-04-03 2015-03-6 2015-05-4 2015-05-24 2015-08-31
2015-12-25 2015-12-26 2016-01-01 2016-03-25 2016-03-28 2016-05-02 2016-05-30
2016-08-29 2016-12-26 2016-12-27 2017-01-02 2017-04-14 2017-04-17 2017-05-01
2017-05-29 2017-08-28 2017-12-25 2017-12-26 )],
},

   );

  %RT::ServiceAgreements = (

Default => 'P3-Low-Major',
QueueDefault => {
'Customer One'=> 'P5- Minor (Single User)_SET ONE',
'Customer Two' => ' P4-Minor-SET2',
},


Levels => 
{
'N/A-Info-SET ONE' => {
BusinessHours => 'SET ONE BH',
Resolve => { BusinessMinutes => 60*200,
IgnoreOnStatuses => ['stalled'], ['Client'], ['3rdParty'], ['Resolved'] } },


'P5-Minor-SingleUser-SET ONE' => {
BusinessHours => 'SET ONE BH',
Resolve => { BusinessMinutes => 60*28.5 } },

'P4-Low-MultipleUsers-SET ONE' => {
BusinessHours => 'SET ONE BH',
Resolve => { BusinessMinutes => 60*12 } },

'P3-Medium-SignificanCustomer Four-SET ONE' => {
BusinessHours => 'SET ONE BH',
Resolve => { BusinessMinutes => 60*8 } },
 
'P2-MajorFault-PartialLoss-SET ONE' => 
{ Resolve => { RealMinutes => 60*6 } },

'P1-CriticalFault -TotalLoss-SET ONE' =>
{ Resolve => { RealMinutes => 60*4 } },

   
#CUSTOMERTWO

'N/A-Info-SET2' => { 
BusinessHours => 'SET TWO BH',
Resolve => { BusinessMinutes => 60*200 } },

'P4-Minor-SET2' => {
BusinessHours => 'SET TWO BH',
Resolve => { BusinessMinutes => 60*50 } },

'P3-Major-SignificanCustomer Fourpulation-SET2' => {
BusinessHours => 'SET TWO BH',
Resolve => { BusinessMinutes => 60*8 } },

'P2-SevereFault-PartialLoss-SET2' => {
BusinessHours => 'SET TWO BH',
Resolve => { BusinessMinutes => 60*4 } },

'P1-Critical-TotalLoss-SET2' => {
Resolve => { RealMinutes => 60*2} },

);

Sally Ainsley | Lifecycle Software | T: 01635 553427


-Original Message-
From: rt-users [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf
Of Steven H
Sent: 16 April 2016 00:14
To: