[rt-users] SLA Extension - searching for tickets with SLA not set

2017-01-31 Thread Chris McClement
I can't figure out how to search for a field (specifically, "SLA") that is

Tickets that are emailed to our helpdesk are inserted into a "Helpdesk"
queue and from there an operator reviews the content and then assigns the
ticket to the relevant queue.

The "Helpdesk" queue does not have an SLA assigned to it, but the
downstream queues do.  What's been happening, though, is that tickets
transferred from "Helpdesk" to "Queue1" (not it's real name) aren't picking
up the SLA default setting. Instead, the SLA field is unset.

If I search for tickets with SLA = 'STANDARD' I get results showing tickets
that have that SLA value.

If I search for tickets with SLA != 'STANDARD' I only get tickets that have
the SLA field set (URGENT or CRITICAL, for example). But I don't get the
hundreds of tickets that don't have the SLA field set at all.

Does anyone know the syntax to use to search for a field that is unset?

[rt-users] Best way to avoid sending large attachments via email

2017-01-31 Thread Jason Foster
I've run into a issue (on RT 4.2.9) where an overly large attachment will
cause my (OS X Sierra) server to become resource starved.  My guess is that
somewhere between Apache, FastCGI, RT, and postfix, attempting to send
(e.g.) a 50MB attachment using the "On Create Notify AdminCcs" scrip is
causing a timeout or similar.

$MaxAttachmentSize relates to the database, so doesn't seem helpful in this
case.  And was the only setting I could find.

I do like receiving email notifications on create (or modify) so I don't
want to disable the scrip.

>From what I can tell the best thing to do would be to:

 - copy NotifyOwnerOrAdminCc.pm to something like
 - set "On Create Notify AdminCcs" to use NotifyOwnerOrAdminCcWithLimits.pm
 - in NotifyOwnerOrAdminCcWithLimits.pm figure out how to check the
attachment size and either attach (if small) or link (if large)

Within NotifyOwnerOrAdminCc.pm my guess is that I would want to override
AddAttachment() from SendEmail.pm

... at which point my Perl-fu starts to fail me.

Does this seem like the right solution (to avoiding the sending of large
email attachments)?  And does the rough outline of my plan make sense?



Re: [rt-users] When replying to a new ticket a new ticket get created

2017-01-31 Thread Martin Petersson
Hello Chris

Thank you so much for answering. Yes we have åäö in Sweden. I reverted back to 
english on the templates if you mean thats where i should change?
Because it was the only place where i changed from english to swedish but then 
i noticed that i had this in the subject tag on the queue [Uanet Ärende ID #34]
So i removed the Ä and now it works :)

Thank you very much!!

But how do i set it to use åäö, it works in our old RT 4.0.4

Martin Petersson

+46 (0)522 980 28, mar...@uanet.se, 
Gustaf Mattssons Väg 2, 451 50 Uddevalla, Orgnr: 556702-4095


30 jan. 2017 kl. 22:08 skrev Chris McClement 

Hi Martin

I think the problem might be that you are using non-English characters in the 
ticket identifier. In New Zealand, Maori words have some special characters 
called macrons. They are used with vowels to specify the length of the vowel 

Our service is called "Kotui" but there is meant to be a macron over the "o" so 
it is spelled like: Kōtui.

When I first set up our queues, I used the correct, macron-using spelling in 
the ticket identifier (e.g. [Kōtui Support ID #12345]), but this results in all 
replies generating new tickets instead of being added to existing tickets. The 
problem went away when I reverted to using the standard "o" without a macron.


On Wed, 18 Jan 2017 at 05:25 Martin Petersson 
> wrote:
Well i have looked at the rights. I have created a group called support and 
gave all the necessary access and for the group All in general rights i gave 
them access to everything, comment, register new tickets, create tickets and so 

Really strange, anyone have any more ideas?

Martin Petersson

+46 (0)522 980 28, mar...@uanet.se, 
Gustaf Mattssons Väg 2, 451 50 Uddevalla, Orgnr: 556702-4095

16 jan. 2017 kl. 16:03 skrev Alex Hall 

That looks fine to me, though I'm no expert. I definitely don't see anything 
that would cause email replies to turn into new tickets. My only other idea is 
a rights problem, but I don't know RT well enough to know if it's even possible.

My thought is that the users emailing replies don't have permission to comment 
or correspond on the tickets in question, so RT is making new tickets instead. 
But again, I don't know RT enough to say whether it would do that or not. It's 
just a thought. Still, it might be worth checking the rights, unless and until 
someone with more experience can help.
On Mon, Jan 16, 2017 at 9:25 AM, Martin Petersson 
> wrote:
Yes here it is:
I have no files in RT_SiteConfig.d/

# To include a directive here, just copy the equivalent statement
# from RT_Config.pm and change the value. We've included a single
# sample value below.
# If this file includes non-ASCII characters, it must be encoded in
# UTF-8.
# This file is actually a perl module, so you can include valid
# perl code, as well.
# The converse is also true, if this file isn't valid perl, you're
# going to run into trouble. To check your SiteConfig file, use
# this command:
#   perl -c /path/to/your/etc/RT_SiteConfig.pm
# You must restart your webserver after making changes to this file.

# You may also split settings into separate files under the etc/RT_SiteConfig.d/
# directory.  All files ending in ".pm" will be parsed, in alphabetical order,
# after this file is loaded.

Set( $rtname, 'uanet.se');
Set( $Organization, 'uanet.se');
Set( $Timezone, 'Europe/Stockholm');
Set( $WebDomain, 'help.uanet.se');
Set( $WebPort, 443);
Set( $WebPath, '');
Set( $DatabasePassword, ’secret');
Set($CorrespondAddress , ’supp...@uanet.se');
Set($CommentAddress , 
Set(@ReferrerWhitelist, qw(helpdesk.uanet.se:443 
# You must install Plugins on your own, this is only an example
# of the correct syntax to use when activating them:
# Plugin( "RT::Authen::ExternalAuth" );
#Set(@MailPlugins, qw(Auth::MailFrom Action::CommandByMail));

Martin Petersson

+46 (0)522 980 28, mar...@uanet.se, 
Gustaf Mattssons Väg 2, 451 50 Uddevalla, Orgnr: 556702-4095

16 jan. 2017 kl. 15:19 skrev Alex Hall 

Yes, the regexp would be in there if 

Re: [rt-users] Changing default format of ticket list in queue?

2017-01-31 Thread Marcos Orallo via rt-users
--- Begin Message ---
Hi Alex,

I didn't check it in depth, but you may be interested in customizing this
Element using the "local" folder.

Also, for the links in the QueueList portlet in the dashboards, there is a
callback to define the link:

I hope it helps!


2017-01-30 18:51 GMT+01:00 Alex Hall :

> Sorry I wasn't clear. I'm talking about the results when you view all
> tickets for a certain queue. For instance, open a ticket in the Customer
> Service queue, and somewhere on that page is the queue name as a link.
> Clicking that link takes you to a page listing all active tickets in that
> queue. That list of tickets is what I want to modify.
> I didn't realize until just now that the list is simply an automatic
> search. I don't know how to modify the results page for this search without
> changing the results for *any* search. At least I have a place to start
> now. I was thinking that queues had special pages listing their active
> tickets, so I was looking for that template.
> On Mon, Jan 30, 2017 at 12:27 PM, Matt Zagrabelny 
> wrote:
>> Hi Alex,
>> On Mon, Jan 30, 2017 at 11:18 AM, Alex Hall  wrote:
>> > Hi all,
>> > Where would I go to change the default format for the list of tickets
>> shown
>> > when you click a queue name?
>> I presume you are talking about the Queue List?
>>  Can this be done on a queue-by-queue basis, or
>> > only as a modification to some template in share/html?
>> I don't think there is anything out of the box that will do what you
>> want. That being said, we use a callback to tweak the output for just
>> a single queue.
>> Note: the path may be different for the callback file location due to
>> us running 4.2.
>> # cat /opt/rt4/local/plugins/RT-Site-UMN-Duluth-QueueListTweaks/
>> html/Callbacks/RT-Site-UMN-Duluth-QueueListTweaks/
>> Elements/QueueSummaryByLifecycle/LinkBuilders
>> <%INIT>
>> my $umd_link_all = sub {
>> my ($queue, $all_statuses) = @_;
>> my @escaped = @{$all_statuses};
>> # People want to see resolved tickets in the calendar view
>> # of their QueueList - that is, for the Computer Management (CM)
>> queue.
>> # Aside from this "if" statement, this sub routine was lifted from
>> # upstream's version.
>> if ($queue->{Name} eq 'CM') {
>> push @escaped, 'resolved';
>> }
>> s{(['\\])}{\\$1}g for @escaped; #'# help out the syntax highlighting
>> my $search = ${$build_search_link}->(
>> $queue->{Name},
>> "(".join(" OR ", map "Status = '$_'", @escaped).")",
>> );
>> if ($queue->{Name} eq 'CM') {
>> my @fields = map
>> { "'__${_}__'" }
>> (
>> 'Created',
>> 'Due',
>> 'Resolved',
>> 'Started',
>> 'Starts',
>> 'LastUpdated',
>> )
>> ;
>> my $format = $m->interp->apply_escapes(
>> join(',', @fields),
>> 'u',
>> );
>> $search .= '='.$format;
>> }
>> return $search;
>> };
>> ${$link_all} = $umd_link_all;
>> <%ARGS>
>> $build_search_link
>> $link_all
>> $link_status
>> Enjoy,
>> -m
> --
> Alex Hall
> Automatic Distributors, IT department
> ah...@autodist.com
--- End Message ---

Re: [rt-users] MySQL backups of RT 4.4.1 truncated

2017-01-31 Thread Thomas Bätzler
Hi Stephen,

> It's fixed!!! Recap: large RT database (host Ubuntu 14.04LTS, database
> MySQL 5.7.x on Windows Server 2012). Backup .sql files became truncated at
> ~18GB when the database is easily 20GB.

Good to hear. Does your my.cnf file not have a "[mysqldump]" section? That's
where mysqldump looks for its settings.
If you run "mysqldump --help", it'll tell you where it looks for that ini
file, and further down it'll tell you what it's actually using
Oh, and make sure that you only have one of those ini files, so that one
doesn't overwrite the settings in the other ;-)

Thomas Bätzler
BRINGE Informationstechnik GmbH
Zur Seeplatte 12
D-76228 Karlsruhe

Fon: +49 721 94246-0
Fon: +49 171 5438457
Fax: +49 721 94246-66
Web: http://www.bringe.de/

Geschäftsführer: Dipl.-Ing. (FH) Martin Bringe
Ust.Id: DE812936645, HRB 108943 Mannheim

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