[rt-users] Re: Problems with status changing scrip
I ended up fixing the problem myself. The functioning scrip is below for anyone
that would like to use it.
Scrip Name: Set ticket to active upon customer reply
Condition: On Correspond
Action: User Defined
Template: Blank
Custom action preparation code:
return 1;
Custom action commit code:
my $Actor = $self->TransactionObj->Creator;
my $Owner = $self->TicketObj->Owner;
# Change status to "open" if status is "customer"
if( $Owner != $Actor ) {
if ($self->TicketObj->Status() eq 'customer' ) {
$self->TicketObj->SetStatus('open');
$RT::Logger->info("Customer replied to ticket awaiting reply. Status set to
open.");
return 1;
}
return undef;
}
return undef;
RT Information:
RT 4.2.12
Perl v5.14.2 built for x86_64-linux-gnu-thread-multi
Apache 2.2.22
PHP 5.5.33-1~dotdeb+7.1
MySQL Ver 14.14 Distrib 5.5.49
Zoey Schutt
Braincoral Technology, LLC
From: rt-users <rt-users-boun...@lists.bestpractical.com> on behalf of Zoey
Schutt <z...@braincoral.io>
Sent: Monday, May 16, 2016 8:36 AM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Problems with status changing scrip
Hello,
I am working on a scrip to auto-change the status of a ticket if it is set to
"customer" status. However, I do not want the ticket to change status if the
user who is replying to the ticket is the owner. I managed to get the status
changing properly, but as soon as I try to setup the condition it no longer
works. Could someone look this over for me and tell me where I'm messing up?
Condition: On Correspond
Action: User Defined
Template: Blank
Custom action preparation code:
return 1;
Custom action commit code:
# Abort if actor is owner of ticket
return 1 unless $self->TicketObj->Owner != $actor->id;
# Change status to "open" if status is "customer"
if ($self->TicketObj->Status() eq 'customer' ) {
$self->TicketObj->SetStatus('open');
$RT::Logger->info("Customer replied to ticket awaiting reply. Status set to
open.");
return 1;
}
return undef;
RT Information:
RT 4.2.12
Perl v5.14.2 built for x86_64-linux-gnu-thread-multi
Apache 2.2.22
PHP 5.5.33-1~dotdeb+7.1
MySQL Ver 14.14 Distrib 5.5.49
Thanks,
Zoey Schutt
Braincoral Technology, LLC
-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Washington DC - May 23 & 24, 2016
Re: [rt-users] Stalled tickets - Open on comment/reply?
Hi Joel,
There is indeed a scrip that auto-changes the status of inactive tickets back
to active when a customer replies. However, stalled is not considered an
inactive status in the default life cycle. Feel free to correct me if I'm
wrong, but due to this the built-in scrip will not change the status to open
when a ticket gets updated while in stalled status.
Below is a portion of the default lifecycle, anything in inactive will cause
the ticket's status to be updated.
default => {
initial => [qw(new)], # loc_qw
active => [qw(open stalled)], # loc_qw
inactive=> [qw(resolved rejected deleted)], # loc_qw
Regards,
Zoey Schutt
Braincoral Technology, LLC
From: rt-users <rt-users-boun...@lists.bestpractical.com> on behalf of Joel
Bergmark <joel.bergm...@t3.se>
Sent: Thursday, May 12, 2016 2:30:01 PM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Stalled tickets - Open on comment/reply?
Perhaps this is not a bug, but stalled tickets that gets updated via email from
external parties, didn't this previously change the status of the ticket to
Open?
In RT 4.4 it seems not to work, and cant seem to make it work with custom scrip
either (due to lack of perl skills).
Is this a bug or supposed to work in this way?
Regards
-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Washington DC - May 23 & 24, 2016
[rt-users] Problems with status changing scrip
Hello,
I am working on a scrip to auto-change the status of a ticket if it is set to
"customer" status. However, I do not want the ticket to change status if the
user who is replying to the ticket is the owner. I managed to get the status
changing properly, but as soon as I try to setup the condition it no longer
works. Could someone look this over for me and tell me where I'm messing up?
Condition: On Correspond
Action: User Defined
Template: Blank
Custom action preparation code:
return 1;
Custom action commit code:
# Abort if actor is owner of ticket
return 1 unless $self->TicketObj->Owner != $actor->id;
# Change status to "open" if status is "customer"
if ($self->TicketObj->Status() eq 'customer' ) {
$self->TicketObj->SetStatus('open');
$RT::Logger->info("Customer replied to ticket awaiting reply. Status set to
open.");
return 1;
}
return undef;
RT Information:
RT 4.2.12
Perl v5.14.2 built for x86_64-linux-gnu-thread-multi
Apache 2.2.22
PHP 5.5.33-1~dotdeb+7.1
MySQL Ver 14.14 Distrib 5.5.49
Thanks,
Zoey Schutt
Braincoral Technology, LLC
-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Washington DC - May 23 & 24, 2016
Re: [rt-users] Automatically Deleting Ticket Attachments Matching Name
Hello, That worked perfectly, thanks a lot! I’ve got a cron job running that command after my nightly backup, and it’s exactly what I needed. 0 4 * * * root /opt/rt4/sbin/rt-shredder --plugin 'Attachments=limit,1000;files_only,1;file,smime.p7s' –force Regards, Zoey Schutt From: Nathan Baker [mailto:bak...@gmail.com] Sent: Tuesday, July 28, 2015 12:16 PM To: Zoey Schutt z...@braincoral.io Cc: RT User List rt-users@lists.bestpractical.com Subject: Re: [rt-users] Automatically Deleting Ticket Attachments Matching Name Have you tried something like this: rt-shredder --plugin 'Attachments=limit,1000;files_only,1;file,smime.p7s' That should delete only attachments with the name you mentioned, and will limit it to 1000 attachments which you can adjust. On Tue, Jul 28, 2015 at 8:52 AM, Zoey Schutt z...@braincoral.io mailto:z...@braincoral.io wrote: Hello, RT Instance Info: Debian GNU/Linux 7 (wheezy) Apache/2.2.22 (Debian) Request Tracker 4.2.11 OpenSSL 1.0.1e 11 Feb 2013 perl 5, version 14, subversion 2 (v5.14.2) built for x86_64-linux-gnu-thread-multi _ I have been searching for a way to do this, but I haven’t been able to find a good way to get this working. I’m trying to figure out a way to get Request Tracker to automatically delete ticket attachments with a specific name, in this case “smime.p7s”. Essentially all outgoing emails in my Request Tracker instance are signed, and every email Request Tracker sends attaches a “smime.p7s” file to the ticket. I just need a way to get these attachments deleted automatically, as they are not needed. I’ve attached a screenshot of the attachments pane of a ticket that’s been worked on for a few days as an example. I was thinking a cron job running rt-shredder might work, but I can’t figure out a way to delete attachments by name, only via transaction ID. Any assistance would be appreciated! Regards, Zoey Schutt
[rt-users] Automatically Deleting Ticket Attachments Matching Name
Hello, RT Instance Info: Debian GNU/Linux 7 (wheezy) Apache/2.2.22 (Debian) Request Tracker 4.2.11 OpenSSL 1.0.1e 11 Feb 2013 perl 5, version 14, subversion 2 (v5.14.2) built for x86_64-linux-gnu-thread-multi _ I have been searching for a way to do this, but I haven't been able to find a good way to get this working. I'm trying to figure out a way to get Request Tracker to automatically delete ticket attachments with a specific name, in this case smime.p7s. Essentially all outgoing emails in my Request Tracker instance are signed, and every email Request Tracker sends attaches a smime.p7s file to the ticket. I just need a way to get these attachments deleted automatically, as they are not needed. I've attached a screenshot of the attachments pane of a ticket that's been worked on for a few days as an example. I was thinking a cron job running rt-shredder might work, but I can't figure out a way to delete attachments by name, only via transaction ID. Any assistance would be appreciated! Regards, Zoey Schutt
Re: [rt-users] All Incoming SMIME Signed Messages Showing as No Trust
Thank you for the reply! I'll send you the signed email from my other email address, as I don't have my personal certificate on the computer I am currently using. It's issued by the same CA as my other ones. All of my SSL certificates are from StartSSL, Class 2 Verified. Then I just ran the X.506 binary through openssl and converted them to PEM files. Those are outgoing of course, my incoming emails that I have been using to test so far are sent via Outlook 2013. I will send you the CA's PEM file and a signed message from my other address as well, off-list. Extra Version Info: OpenSSL 1.0.1e 11 Feb 2013 perl 5, version 14, subversion 2 (v5.14.2) built for x86_64-linux-gnu-thread-multi Regards, Zoey Schutt -Original Message- From: rt-users [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Alex Vandiver Sent: Friday, July 24, 2015 2:20 AM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] All Incoming SMIME Signed Messages Showing as No Trust On Thu, 16 Jul 2015 15:52:34 -0400 Zoey Schutt z...@braincoral.io wrote: OS and RT4 Info: Debian GNU/Linux 7 (wheezy) Apache/2.2.22 (Debian) PHP 5.5.26-1~dotdeb+7.4 Request Tracker 4.2.11 As a note, RT is written in Perl, not PHP. The other useful version to know is the version of openssl, which you can find by running: openssl version I am attempting to configure S/MIME support in my RT4 instance, and I have every piece working other than the verification of signatures on incoming email. What software is generating your certificates, and sending the incoming mail? I suspect your certificates are weird in a way that is throwing openssl off. Can you send me a simple S/MIME signed message and your CA's PEM file, off-list, so I can inspect it? - Alex
[rt-users] All Incoming SMIME Signed Messages Showing as No Trust
Hello,
OS and RT4 Info:
Debian GNU/Linux 7 (wheezy)
Apache/2.2.22 (Debian)
PHP 5.5.26-1~dotdeb+7.4
Request Tracker 4.2.11
I am attempting to configure S/MIME support in my RT4 instance, and I have
every piece working other than the verification of signatures on incoming
email. Signing outbound emails is working perfectly, and signatures are
processed on incoming mail as well. However, all signatures are being shown
as untrusted, with a message such as this: SMIME: The signature is good,
signed by Zoey Schutt , trust is none.
Similarly, the keys and certificates I have loaded to sign outgoing messages
are showing as issued by blank, such as this one:
SMIME key 'Zoey Schutt webmas...@braincoral.io (issued by )'
Fingerprint:
76c140826f39d9d66ae4dc40328c0f23c177d0ca
Created:
Mon Jul 06 2015
Expire:
Thu Jul 06 2017
User:
Zoey Schutt webmas...@braincoral.io
All of the keys I have been using to test this are valid and certified by
StartCom Class 2. My configuration is as such:
Set(@MailPlugins, 'Auth::MailFrom', 'Auth::Crypt');
Set(%SMIME,
Enable = 1,
OpenSSL = 'openssl',
Keyring = q{var/data/smime},
CAPath = '/opt/rt4/var/data/smime-roots',
AcceptUntrustedCAs = 1,
Passphrase = {
'webmas...@braincoral.io' = 'REMOVED',
'supp...@braincoral.io' = 'REMOVED',
'' = 'fallback',
},
);
Set(%Crypt,
Incoming = ['SMIME', 'GnuPG'],
Outgoing = 'SMIME',
RejectOnUnencrypted = 0,
RejectOnMissingPrivateKey = 1,
RejectOnBadData = 1,
AllowEncryptDataInDB = 0,
Dashboards = {
Encrypt = 0,
Sign= 0,
},
);
I have attached a list of the contents of var/data/smime-roots to a text
file on this email. The contents are just a copy of the /etc/ssl/certs
directory of my server, with c_rehash run on it. I have tried the
configuration with a trailing slash and without on CAPath, and neither have
worked.
Any assistance would be greatly appreciated!
Regards,
Zoey Schutt
Braincoral Technology
00673b5b.0 55a10908.0 9d6523ce.0
ccc52f49.0
GeoTrust_Global_CA.pem
024dc131.0 5620c4aa.0 9dbefe7b.0
cd58d51e.0
GeoTrust_Primary_Certification_Authority_-_G2.pem
02b73561.0 56657bde.0 9ec3a561.0
cdaebb72.0
GeoTrust_Primary_Certification_Authority_-_G3.pem
034868d6.0 56b8a0b6.0 9f533518.0
Certigna.pem
GeoTrust_Primary_Certification_Authority.pem
039c618a.0 56e29e75.0 9f541fb4.0
Certinomis_-_Autorité_Racine.pem
GeoTrust_Universal_CA_2.pem
052e396b.0 57692373.0 a0bc6fbb.0
Certplus_Class_2_Primary_CA.pem
GeoTrust_Universal_CA.pem
062cdee6.0 578d5c04.0 a15b3b6b.0
certSIGN_ROOT_CA.pem
Global_Chambersign_Root_-_2008.pem
080911ac.0 57bbd831.0 a2df7ad7.0
Certum_Root_CA.pem
GlobalSign_Root_CA.pem
0810ba98.0 57bcb2da.0 a3896b44.0
Certum_Trusted_Network_CA.pem
GlobalSign_Root_CA_-_R2.pem
08aef7bb.0 58a44af1.0 a5fd78f0.0
cf701eeb.0
GlobalSign_Root_CA_-_R3.pem
09789157.0 590d426f.0 a6a593ba.0
cfa1c2ee.0
Go_Daddy_Class_2_CA.pem
0b759015.0 592c0a9a.0 a7605362.0
Chambers_of_Commerce_Root_-_2008.pem
Go_Daddy_Root_Certificate_Authority_-_G2.pem
0ba01d19.0 594f1775.0 a760e1bd.0
China_Internet_Network_Information_Center_EV_Certificates_Root.pem
GTE_CyberTrust_Global_Root.pem
0c4c9b6c.0 5a3f0ff8.0 a7d2cf64.0
CNNIC_ROOT.pem
Hellenic_Academic_and_Research_Institutions_RootCA_2011.pem
0d188d89.0 5a5372fc.0 a8dee976.0
Comodo_AAA_Services_root.pem
