ne have any ideas on how to go about this?
Thanks to anyone who has any ideas on where to start here.
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server linked to a common Incident.
Also there's a what if here... What if they report two IP addresses that
already each have an Incident created for them. Would I merge them all
together into one Incident?
Any ideas on where to start writing the action and reviewing the condition
above
dle. I couldn't ever pin down what was using all
the resources. The installation I'm running now has been upgraded once and
has been running for over a year. We are up to ticket #19469 now.
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in), that's the error they get.
>
> Ideas?
>
Hi Richard,
Perhaps the user or their group does not have "ModifySelf" rights?
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W
bal Scrip).
Appart from that you can modify the ticket list to include the 'last updated
time' and 'last updated by' fields and even sort by the time field so you
can see the oldest first or something.
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Hi Simon,
In RT_SiteConfig.pm:
Set($ParseNewMessageForTicketCcs , 0);
On Wed, Mar 2, 2011 at 10:17 AM, Simon Gao wrote:
> Hi,
>
> Is there a way to prevent email addresses on CC list from being added to RT
> notification list?
>
> Simon
>
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Superb
nCcs" and
"On Correspond Notify Requestors and Ccs with template Correspondence".
On Wed, Mar 2, 2011 at 10:24 AM, Simon Gao wrote:
> Thanks. What about just for one queue, not applied to all other queues?
>
> Simon
>
>
> On Wed, Mar 2, 2011 at 10:19 AM
).
Thanks for reading and in advance for any help anyone can provide.
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RT Traini
d* columns are not zero or NULL.
>
> If you don't have delegated rights then it's something else.
>
> Other idea is inconsistent database. Use rt-validator in recent 3.8
> releases to check consistency.
>
> On Sat, Aug 13, 2011 at 1:20 AM, Landon Stewart
> wrote:
>
Use rt-validator in recent 3.8
> releases to check consistency.
>
This did it!
Thanks again Ruslan.
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227.209 is the IP address of the server according to ifconfig
eth0 in this case.
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RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston March 5 & 6, 2012
information into the RT user database but
single-sign-on is important to us for transparent movement within our
systems by staff).
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Local and Inter
eating multiple Incident Reports. That
actually makes more sense.
Thanks for reading! Any feedback is appreciated.
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ue( Field => 'Customer', Value =>
join("\n",@customerids), RecordTransaction => 0 );
And if @customerids contained a list of 1000 five or six digit numbers it
would not choke on that many because LargeContent would get used or because
I'm not recording the transac
mmas between them.
So in other words I'm starting to think I've been after something that
can't be done. RecordTransaction => 0 stops the "Transactions" table from
getting a ton of records added to it (one for each OCFV record added) but I
cannot avoid tons of OCFV records being added.
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ink we could store a Custom Field with a
> thousand distinct values as anything other than distinct records in
> the database?
>
I thought it was possible simply because I was asked by someone who has
experience with RT to find out how to do it.
Anyway - thanks for confirming that it&#x
ate";
}
Would this even work? Is there a better way to choose a Perl template in
the Scrip so that templates can be kept within RT?
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On 6 September 2013 11:04, Landon Stewart wrote:
> What I think I can do is simply have one very short Template that is
> basically 100% perl and includes some text from a text file stored on the
> file system but outside RTIR. Which file gets included in the Template is
> dependent
On 6 September 2013 11:55, Landon Stewart wrote:
> Actually I believe I found the answer which I'm going to try… I basically
> need a hybrid of these two because we also send different copies of
> templates depending on the language the customer prefers to be communicated
>
the use of that header correctly.
A more full representation of the code is here:
http://pastebin.com/QF2tbZqH
Thanks to anyone who has an idea of what I'm missing or doing wrong here
and might have some ideas for me.
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Lead Specialist, Abuse and Security M
ing the "my
$new_ticket = RT::Ticket->new($RT::SystemUser)" above the template but
leave the Create below but I'm still left with no TransactionObj to use
because it's generated by RT::Ticket->Create(…).
I've pasted a new version of my code at http://pastebin.com/UvnUC221.
now. I was trying to do it before hand
thinking that the Scrips would not fire when creating the ticket using a
Scrip/Action module. Nevertheless it does and a lot of things were cleaned
up and made much easier than I thought they'd be.
Thanks again
--
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Lead S
cket->Queue;
my $nq = $self->Argument;
print "Current Queue $cq, New Queue $nq\n";
# or
print "Current Queue ".$self->TicketObj->Queue.", New Queue
".$self->Argument."\n";
# or
print "Current Queue ".$ti
//requesttracker.wikia.com/wiki/WriteCustomAction
Basically the process is to write it as an action in your RT/Action/
directory, test it and stuff… Once you know it works manually with
rt-crontool then add it to the RT database as a ScripAction so it can be
used in the Scrips section of the
ition:*
my $trans = $self->TransactionObj;
my $ticket = $self->TicketObj;
return 0 unless $trans->Type eq "Create";
my $class = $self->FirstCustomFieldValue('Classification');
my $lang = $ticket->FirstCustomFieldValue('PreferredLanguage');
my $template
quot;);
> } else {
> $self->{TemplateObj} = $tmp;
> }
> }
> $self->{our_custom_code_has_made_the_change} = 1;
> return $self->{TemplateObj};
> }
>
>
> Note that the code is not tested in any way, just typed it
self->CurrentUser );
>> $tmp->Load( $name ); # queue should be here and fallback to
>> global!
>> unless ($tmp->id) {
>> RT->Logger->debug("No custom template $name");
>> } else {
>> $self->{T
e, then look for
> name without case type, but language specific, then fallback to default in
> case all are absent.
>
Oh that makes complete sense now. Thanks again.
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Spécialiste principal, gestion de
ustom Field
Name") ne "";
return 1;
Or just simply a one liner (functionally the same as above):
return 1 if $self->TicketObj->FirstCustomFieldValue("Custom Field Name") eq
"Yes";
It'll return zero unless that custom field is set to Yes (case matte
and what is happening rather than what you expect.
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I found were some that would track custom tickets or the
> OnStatusChange script. In the Wiki.
>
> Unfortunately I am not much of a programmer so I couldn’t tell what the best
> way to adapting these scripts would be. Any ideas?
>
> Thanks
>
> AaronS.
>
>
>
e specified as the alias_maps file as the source.
You might want to check this out:
https://help.ubuntu.com/community/PostfixBasicSetupHowto#Local_Alias_database
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gt;
>
>
> --
> View this message in context:
> http://requesttracker.8502.n7.nabble.com/RT4-2-with-Ubuntu13-10-and-Postfix-tp55783p55786.html
> Sent from the Request Tracker - User mailing list archive at Nabble.com.
>
>
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-Ubuntu13-10-and-Postfix-tp55783p55788.html
> Sent from the Request Tracker - User mailing list archive at Nabble.com.
>
>
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:00'" -f
'id,CF.{ServerClosed}'
*id CF.{ServerClosed}*
xx519494 2013-11-20 05:00:00
Is using > "1970-01-01 00:00:00” the only way? Seems like that definite
value might be begging for bugs or something if somehow the unset date
equals "1970-01-01 0*5*:00:00” for
On 20 November 2013 11:29, Alex Vandiver wrote:
> On Wed, 2013-11-20 at 11:13 -0800, Landon Stewart wrote:
>
> > Is using > "1970-01-01 00:00:00” the only way?
>
> Currently, yes.
>
Ok thank you.
> > Seems like that definite value might be begging for b
ups'),
'CustomField-92' =>
$IncidentObj->FirstCustomFieldValue('ProductPrice'),
'CustomField-104' =>
$IncidentObj->FirstCustomFieldValue('ServerType'),
'CustomField-105' =>
$IncidentObj->FirstCustomFieldValue('OperatingSystem'),
'MIMEObj' => $InvMIMEObj,
);
Do they have to be converted to RT::Date objects or even as far as AsString
to be used as the value?
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required for
the RT data a little extreme to figure out in my head.
I know it’s a complex thing to do but it would make generating statistics
and digging through the data very easy without having to code something in
perl from scratch every time a new statistical report is requested.
--
Landon
o add this soon. Thanks Kevin!
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st
like you’ve described in your post.
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had to be
rolled back. I just don’t recall what was changed that caused it.
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had to be
rolled back. I just don’t recall what was changed that caused it.
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On 18 December 2013 10:07, Kevin Falcone wrote:
> Can you download and run http://mysqltuner.pl on your database.
>
Fun tip. You can download that with just “wget mysqltuner.pl”. There’s
some redirection magic that makes it work with just that command.
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Landon Stewart :: lstew...@iw
horized to send mail for that domain. Add SPF and DKIM records for the
sending domain (from domain).
Also… I’d use these headers instead of the Sender header:
From: "Some Friendly Name"
Subject: {$Ticket->Subject}
RT-Attach-Message: yes
--
Landon Stewart :: lstew...@iweb.com
thought of just CCing the other department when
that template is used but that’s not really a viable thing to do in this
case. The other department needs some data from a template that shouldn’t
be sent to the requestor so the emails have to be entirely different.
--
Landon Stewart :: lstew
them.
Those shouldn’t be there though so I’d probably first advise that you
resolve that issue before you start using ‘find’ in a crontab to delete
them if they are a certain number of days old or something.
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asily using cat.
# cat emailfile.eml | rt-mailgate
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can I download the program rtbouncehandler from?
>
>
>
> Bryon Baker
>
> Network Operations Manager
>
> *Copesan** - Specialists in Pest Solutions*
>
> 800-267-3726 • 262-783-6261 ext. 2296
>
> bba...@copesan.com
>
> www.copesan.com
>
> *"Serv
to
>> help you.
>>
>> How are you invoking rt-mailgate, from an aliases file?
>> Show the alias file, with all the options you are passing to
>> rt-mailgate.
>>
>> Have you read your apache error log? Since you're getting a 500
>> error, and that's an HTPT status code, I'd look there.
>>
>> -kevin
>>
>
>
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re you've done anything at
> all." - God; Futurama
>
> "We'll get along much better once you accept that you're wrong and
> neither am I." - Me
>
>
> On Thu, Jan 16, 2014 at 10:37 AM, Landon Stewart wrote:
>
>> From the server itself what i
p a link of any type on Ticket A RT
will create a reciprocal link on Ticket B pointing to A as referred to by
(in this case).
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en pipe)
> [Mon Feb 03 16:55:34 2014] [warn] FastCGI: server
> "/opt/rt4/sbin/rt-server.fcgi" restarted (pid 16011)
>
> Any clues how to overcome this issue? We will need to be exporting into
> spreadsheets on a monthly basis, and the amount of tickets in the queue
> wil
ght sound a little too familiar for business.
In my opinion you'd want to just leave it as-is so if it's Last, First and
they get an email addressed to them with "Dear Smith, Jim:" they'll know
it's because they have it that way in their mail client.
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achieved I
would really really appreciate it. Failing that if anyone knows of any
tips to figure this out (like a primer on turning tables on their side) I'd
appreciate any advice you can give me. :-D
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Sp
x27;5'))
> LEFT JOIN (ObjectCustomFieldValues OOCF) on (OOCF.ObjectId = T.id AND
> OOCF.CustomField = '4')
> WHERE Type = 'ticket'
> AND
> (
> Status IN ('open','stalled','new','autoclose','resolved','reject
rious.
Thanks for reading and any information you can offer.
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Hello,
It seems that the sorting by custom field in search results is always done
alphabetically.
For example sorting by CF that contains only integers in descending order:
4
3
2
11
1
Is there a way to sort search results by custom field numerically?
--
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Thanks for your replies guys. And thanks for adding that feature request
Brent (http://issues.bestpractical.com/Ticket/Display.html?id=29638).
On 2 May 2014 13:52, Landon Stewart wrote:
> Hello,
>
> It seems that the sorting by custom field in search results is always done
> al
On Nov 13, 2014, at 5:06 AM, Atif Mehboob wrote:
>
> Hi All,
>
> We are using RT 4.2.1. How can we allow a specific email address to update
> the subject line of ticket in any queue. Any suggestions please?
>
> Regards,
> Atif
Hi Atif,
We do this using a scrip (in this case it'd be a glob
converted to UTC first.
More info:
http://bestpractical.com/docs/rt/latest/RT_Config.html#Date-and-time-handling
<http://bestpractical.com/docs/rt/latest/RT_Config.html#Date-and-time-handling>
Landon Stewart : lstew...@iweb.com
Lead Specialist, Abuse and Security Management
Spécialiste princip
cal solution to
a problem with people might not be the answer perhaps modifying the textbox
with some default text (ie. "This response will be seen by customers - remove
this text.") for correspondence with something they have to actually remove
before typing might be a relatively s
" . $Num . $Append;
Some notes:
- The condition here is: $self->TicketObj->FirstCustomFieldValue('RMA Type')
eq 'Student Withdrawl'
- If the condition is true then $value will equal what's between the ? and the
: (colon)
- If the condition is false
the Scrip:
$self->TicketObj->Status("open");
$self->TicketObj->Comment( Content => "Script re-opened because CustomFieldName
is ".$self->TicketObj->FirstCustomFieldValue("CustomFieldName") );
Maybe?
Landon Stewart : lstew...@iweb.com
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Spécialiste principal, gestion des abus et sécurité
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signature.asc
Description: Message signed with OpenPGP using GPGMail
On Jan 29, 2015, at 3:05 PM, Landon Stewart wrote:
> In the action (commit) section of the Scrip:
> $self->TicketObj->Status("open");
> $self->TicketObj->Comment( Content => "Script re-opened because
> CustomFieldName is
> ".$self->TicketO
ied loading the CF using
$Tickets{"TOP"}->LoadCustomFieldByIdentifier($cfname) but this does not work
either.
Basically I'm waning to copy a list of CFs from $Tickets{'TOP'} to the newly
created one.
Thank you.
Landon Stewart : lstew...@iweb.com
Lead Specialist,
On Mar 10, 2015, at 2:29 AM, Alex Peters wrote:
>
> You need to output "CustomField-$cfname" as the key, not "CF-$cfname".
>
>
CF-$cfname should work as well but more importantly nothing is being outputted
there which is the problem I'm most con
ed working perfectly.
Landon Stewart : lstew...@iweb.com
Lead Specialist, Abuse and Security Management
Spécialiste principal, gestion des abus et sécurité
http://iweb.com : +1 (888) 909-4932
> On Mar 10, 2015, at 12:15 AM, Landon Stewart wrote:
>
> Hello,
>
> It seems that one
#x27;TOP'}->FirstCustomFieldValue('etc')}
The problem with using FirstCustomFieldValue() is that I'd, of course, only get
the first value for each CF but I want all the values for each CF to be copied
over.
Landon Stewart : lstew...@iweb.com
Lead Specialist, Abuse and Secu
Our "Nobody" user is ID #6 so I'd use that in the TicketSQL query as:
"Requestor.id = 6"
You can find out what your "Nobody" user's ID is (probably the same as ours):
1) Admin -> Users -> Select
2) Go to user: Nobody
3) click "Go!"
Lando
ment->GetHeader('Subject') ? "Subject:
".$attachment->GetHeader('Subject')."\n\n" : "";
# Include the content of the attachment
$content .= defined $attachment->OriginalContent ?
$attachment->OriginalContent : "&quo
By; # Default sort order
$Transactions->GotoFirstItem;
Also while searching for the OrderBy function I came across this which might
help you even more:
http://requesttracker.wikia.com/wiki/AddTicketHistoryToMail
Landon Stewart : lstew...@iweb.com
Lead Specialist, Abuse and Security Manage
sers}'
Also to see what you are looking at in plain text you can visit the full URL
and then change RTIR/Search/Results.html to /Search/Build.html and then click
"Advanced" on the top right. The "Query" box will give you the plain text of
the search you are performing
to be recorded in the ticket history that way it would trigger scrips
such as the "On Queue Change" one you have that works when using the GUI.
Landon Stewart : lstew...@iweb.com
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Spécialiste principal, gestion des abus et sécurité
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7;s no way I'll have to abandon the use of
RT::Action::CreateTickets and write a custom action module more similar to the
example code I found.
Landon Stewart : lstew...@iweb.com
Lead Specialist, Abuse and Security Management
Spécialiste principal, gestion des abus et sécurité
http://iweb
rt of the query so the queue specific CFs are loaded. Once that
is done you click "Chart" on the upper right. You can then use the dropdown
for "Show chart grouped by" to select any field including custom fields.
In 4.2 however you can graph by multiple custom fields a
27;t know. I checked mine (4.2.9) and it's
not available, only date fields that you are probably already seeing listed as
well.
Landon Stewart : lstew...@iweb.com
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t it's supposed to do and then redirect back to the referrer
(the display page in RT). Be sure to protect the page on the virtualhost
somehow so it's not available to someone who should not see/use it.
Landon Stewart : lstew...@iweb.com
Lead Specialist, Abuse and Security Management
Spécial
27;) if
$response->is_success;
RT::Logger->info("Ticket ".$self->TicketObj->id." ".$response->message);
return $status;
Landon Stewart : lstew...@iweb.com
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e did that or if I still
> need to. I see in the docs that running the initdb step more than once can
> be a bad thing. How can I tell if initdb has already been run?
I would check the Makefile to see what initdb actually does and then check the
database to see if it was done.
Landon Ste
I could be wrong but it looks like it adds a queue called "RTAnnounce" and then
a Custom Field for that queue called 'Announcement Groups'.
Does this mysql query return an record from the Queues table?
SELECT * FROM Queues WHERE Name = 'RTAnnounce';
Landon St
rs using the bin/rt utility?
Example:
/opt/rt4/bin/rt create -t users add Name=userName
EmailAddress=em...@address.com Password=password
More information can be found here:
http://requesttracker.wikia.com/wiki/CLI
<http://requesttracker.wikia.com/wiki/CLI>
Landon Stewart : lstew...@iweb.co
g to do. Just an idea that might help...
Landon Stewart : lstew...@iweb.com
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d you check in /var/log/* or?
Usually the log for RT can be found in /opt/rt4/var/log/rt.log but your
installation might be different.
Landon Stewart : lstew...@iweb.com
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Spécialiste principal, gestion des abus et sécurité
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's generally how it's done. If you
want to use an external POP3 account you can use fetchmail or getmail to
download the mail and pipe each message to rt-mailgate but all mail to the From
address needs to pipe to rt-mailgate somehow so that all replies are fed to RT.
Landon Stewar
Do you have a ton of users or some other CF with a lot of possible values that
are only available (list in drop-down or an autocomplete field) to the RT super
user?
> On May 20, 2015, at 3:13 PM, "k...@rice.edu" wrote:
>
> Hi RT community,
>
> I am testing the performance. When I pull up
>
>
r logging is done through syslog while running
in daemon mode. Note that
fetchmail may automatically enable this option depending on upstream
server capabilities. Note
also that this option may be removed and forced enabled in a future
fetchmail version. See also:
is a newly created queue it could be that everyone simply doesn't
have permission to create tickets in the new queue. Hard to say without more
information.
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e you are enclosing the whole command in
double quotes.
Landon Stewart : lstew...@iweb.com
Lead Specialist, Abuse and Security Management
Spécialiste principal, gestion des abus et sécurité
http://iweb.com : +1 (888) 909-4932
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In my opinion this would best be done with Constituencies but using a plugin
for RT called RTIR.
https://www.bestpractical.com/docs/rtir/3.2.0/Constituencies.html
On Aug 4, 2015, at 11:54 PM, Asanka Gunasekera
wrote:
>
> Hi All, hope some one can give me some insight to below or refer to a UT
Just an FYI, it might simplify things in the future if you access things as
directly as possible. Some prefer to do this, some don't I guess.
For Example - instead of:
my $ticket = $self->TicketObj; $ticket->SetOwner($value)
You might do:
$self->TicketObj->SetOwner($value)
Or even:
$self->Tick
h when using Request
Tracker and mod_fcgid apache does not find any of the modules.
Are you running 'make fixdeps' as root privileges?
Landon Stewart : lstew...@iweb.com<mailto:lstew...@iweb.com>
Lead Specialist, Abuse and Security Management
Spécialiste principal, gestion des
al/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:517)
[28280] [Thu Jul 14 19:12:14 2016] [debug]: Trying external auth service:
My_LDAP
(/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:153)
[28280] [Thu Jul 14 19:14:14 2016] [debug]: LDAP Search
On Jul 15, 2016, at 10:41 AM, yugi
mailto:uriboxmob...@gmail.com>> wrote:
That one i tried already
Are the emails that are not being CC'd or BCC'd coming into RT via email or are
they being composed and sent from the RT interface?
--
Landon Stewart
Lead Analyst - Ab
7; => 'UserAccountControl:1.2.840.113556.1.4.803:=2',
'group' => 'RTIR_WEB_SC_ACCESS',
'group_scope' => 'sub',
'group_attr' =>
'memberOf:1.2.840.113556.1.4.1941:=CN=RTIR_WEB_SC_ACCESS',
'
sounds like you just need to recreate the global Scrip that does this:
[cid:83379900-285D-4257-B334-5A7854A16D06@corp.iweb.com]
--
Landon Stewart
Lead Analyst - Abuse and Security Management
INTERNAP ®
📧 lstew...@internap.com<mailto:lstew...@internap.com>
🌍 www.internap.com<http://w
es instead of just get the
permissions of postgres. If that doesn't work because it doesn't have a shell
try sudo but ultimately you need to be in a place you can write to while having
the permissions of postgres or specify the location in the redirect.
eg:
# su postgres
$ pg_dump rtdb
eg:
# su postgres
$ pg_dump rtdb -> /tmp/rtdb-backup
OOPS
# su postgres
$ pg_dump rtdb > /tmp/rtdb-backup
--
Landon Stewart
Lead Analyst - Abuse and Security Management
INTERNAP ®
📧 lstew...@internap.com<mailto:lstew...@internap.com>
🌍 www.internap.com<http://www.internap.com
on my screen the single quotes around
the word Epic are different than the other words that have single quotes.
'development'
vs
‘Epic’
[cid:B1747A7F-2B3B-409D-9B0F-63C79811C7FC@telus]
--
Landon Stewart
Lead Analyst - Abuse and Security Management
INTERNAP ®
📧 lstew...@
tream server
capabilities. Note also that this option may be removed and forced
enabled in a future fetchmail version. See also: --idfile.
--
Landon Stewart
Lead Analyst - Abuse and Security Management
INTERNAP ®
📧 lstew...@internap.com<mailto:lstew...@internap.com>
🌍 www.intern
Can you
use != instead? eg. CF.{cfname} != 'EPIC'. I wonder if you have the same
problem using != instead but yeah it does sound like a bug to me. I did notice
that you had strange quotations again though but I trust you are just using
regular single quotes in actuality.
CF.{11} NOT L
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