[rt-users] Malformed multipart POST

2017-02-17 Thread Cena, Stephen (ext. 300)
Server: Ubuntu 14.04LTS running latest patches from Ubuntu, RT 4.4.1 Has anyone seen this happen to them recently? [Fri Feb 17 13:07:09.936850 2017] [perl:error] [pid 7243:tid 2739473216] [client REDACTED:56472] Malformed multipart POST\n, referer:

Re: [rt-users] Pre-configure users "RT At A Glance" with specific

2017-02-15 Thread Cena, Stephen (ext. 300)
I've re-evaluated my permissions inside RT related to this issue and I think I have a solution/work around. If I grant ShowTicket globally, users are able to search & find what they are looking for so that might solve it. Even without the permissions issue, I'm still curious about how you can

Re: [rt-users] Pre-configure users "RT At A Glance" with specific elements - Default Dashboards?

2017-02-13 Thread Cena, Stephen (ext. 300)
e.com] Sent: Monday, February 13, 2017 11:27 AM To: Cena, Stephen (ext. 300) <s...@qvii.com>; 'rt-users@lists.bestpractical.com' <rt-users@lists.bestpractical.com> Subject: AW: Pre-configure users "RT At A Glance" with specific elements - Default Dashboards? If all your users are seeing all of your queues "you're doing it wrong" ;-)

Re: [rt-users] Pre-configure users "RT At A Glance" with specific elements - Default Dashboards?

2017-02-13 Thread Cena, Stephen (ext. 300)
Ken - Correct, but there's one thing I left out that might clear this up: The company wants to make the RT installation "read only" to all corporate employees. This is where the "See everything" issue comes into play. Also, the way our tickets can move between queues causes extra 'visibility'

[rt-users] Pre-configure users "RT At A Glance" with specific elements - Default Dashboards?

2017-02-13 Thread Cena, Stephen (ext. 300)
We have an instance of RT that is shared across three departments. Each department only needs to be able to see specific queues. Due to the way permissions work in RT, all the queues are visible. My idea to fix the "display" problem is to rewrite some of the widgets to only include the desired

Re: [rt-users] rt-mailgate in lab environment stopped working

2017-02-07 Thread Cena, Stephen (ext. 300)
Ok; I figured out what it is but I don't know why. "Time Management for System Administrators" - page 30 "Some general advice" - #7 - "The strangest problems often turn out to be misconfigured DNS." If I use the IP address for the server versus the FQDN, tickets flow in perfectly. If I use

[rt-users] rt-mailgate in lab environment stopped working

2017-02-07 Thread Cena, Stephen (ext. 300)
Thomas - You are correct. It wouldn't be so bad if the RT site wasn't working. If I use the exact same address I use for the web server in the rt-mailgate scripts it fails. If I put that address into a web browser, I can use the system as expected. I'm trying to figure out what the "disconnect"

[rt-users] rt-mailgate in lab environment stopped working

2017-02-02 Thread Cena, Stephen (ext. 300)
I've been beating my head against this for days now and can't figure this out. I original had (as much as possible) a clone of our production environment in a lab. I reached a point where I was forced to re-IP the lab environment which went well. Now, rt-mailgate simply doesn't work. Outbound

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

2017-01-30 Thread Cena, Stephen (ext. 300)
It's fixed!!! Recap: large RT database (host Ubuntu 14.04LTS, database server MySQL 5.7.x on Windows Server 2012). Backup .sql files became truncated at ~18GB when the database is easily 20GB. It looks like (for whatever reason) the max_allowed_packet option is not carrying over to the backup

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

2017-01-30 Thread Cena, Stephen (ext. 300)
vii.com or email: hd-gene...@qvii.com To report email issues: postmas...@qvii.com Message: 11 Date: Thu, 26 Jan 2017 14:05:27 + From: "Cena, Stephen (ext. 300)" <s...@qvii.com>

Re: [rt-users] MySQL backups of RT 4.4.1 truncated (Cena, Stephen (ext. 300))

2017-01-28 Thread Cena, Stephen (ext. 300)
It looks like I've found the problems. To recap: I've got MySQL Server 5.7 on a Windows Server 2012 host running an RT database of ~20GB. My mysqldump backups started becoming truncated for some reason. I'm not sure how much of this is relevant to Windows, but it turns out this is what was

Re: [rt-users] MySQL backups of RT 4.4.1 truncated (Cena, Stephen (ext. 300))

2017-01-26 Thread Cena, Stephen (ext. 300)
'support request' out there: https://forums.mysql.com/read.php?28,654543 , I'll be adding this shortly. Something is definitely disrupting the connection. Message: 2 Date: Wed, 25 Jan 2017 12:28:10 + From: "Cena, Stephen (ext. 300)" <s...@qvii.com> To: "rt-users@li

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

2017-01-25 Thread Cena, Stephen (ext. 300)
Update on my MySQL backup issue: no change. I've now moved the Windows TEMP folders to the larger drive to see if the issue was running out of temp space and it has not helped. I will keep the group updated to any developments, but will refrain if its not anything noteworthy. I'm going to try

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

2017-01-24 Thread Cena, Stephen (ext. 300)
helpdesk: http://helpdesk.ogp.qvii.com or email: hd-gene...@qvii.com To report email issues: postmas...@qvii.com -Original Message- From: Jeffrey Pilant [mailto:jeffrey.pilant@bayer.com] Sent: Monday, January 23, 2017 5:59 PM To: Cena, Stephen (ext. 300) <s...@qvii.com> Subject: RE:

[rt-users] . Previous ticket info on Queue Change (Joe Kirby)

2017-01-23 Thread Cena, Stephen (ext. 300)
Joe - Have you tried this plugin yet? https://metacpan.org/pod/RT::Extension::MoveRules I'm looking at it to control ticket flow, but it might do what you need. IT says its for version 3.8 though so I'm unsure if it will work on 4.4.x Stephen Cena Senior Systems Administrator Quality Vision

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

2017-01-23 Thread Cena, Stephen (ext. 300)
Fri, 20 Jan 2017 14:04:04 + From: "Cena, Stephen (ext. 300)" <s...@qvii.com> To: 'Jeffrey Pilant' <jeffrey.pilant@bayer.com>, "'rt-users@lists.bestpractical.com'" <rt-users@lists.bestpractical.com> Subject: Re: [rt-users] MySQ

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

2017-01-20 Thread Cena, Stephen (ext. 300)
ional, Inc. Phone: (585) 544-0450 x300 To notify helpdesk: http://helpdesk.ogp.qvii.com or email: hd-gene...@qvii.com To report email issues: postmas...@qvii.com -Original Message- From: Jeffrey Pilant [mailto:jeffrey.pilant@bayer.com] Sent: Friday, January 20, 2017 8:54 AM To: Cen

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

2017-01-20 Thread Cena, Stephen (ext. 300)
desk: http://helpdesk.ogp.qvii.com or email: hd-gene...@qvii.com To report email issues: postmas...@qvii.com -Original Message- From: Jeffrey Pilant [mailto:jeffrey.pilant@bayer.com] Sent: Thursday, January 19, 2017 2:16 PM To: Cena, Stephen (ext. 300) <s...@qvii.com> Subject:

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

2017-01-19 Thread Cena, Stephen (ext. 300)
17 1:27 PM To: Cena, Stephen (ext. 300) <s...@qvii.com> Subject: RE: MySQL backups of RT 4.4.1 truncated Another stab in the dark. Is the destination file of the backup hitting a size boundary? What size is it? Anything close to a power of 2 would be suspicious. Also, free space on

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

2017-01-19 Thread Cena, Stephen (ext. 300)
bringe.com] Sent: Thursday, January 19, 2017 8:36 AM To: Cena, Stephen (ext. 300) <s...@qvii.com>; 'rt-users@lists.bestpractical.com' <rt-users@lists.bestpractical.com> Subject: Re: [rt-users] MySQL backups of RT 4.4.1 truncated Hi Stephen, Am 19.01.2017 um 13:33 schrieb Cena, Steph

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

2017-01-19 Thread Cena, Stephen (ext. 300)
.@qvii.com<mailto:hd-gene...@qvii.com> To report email issues: postmas...@qvii.com<mailto:postmas...@qvii.com> From: Thomas Bätzler [mailto:t.baetz...@bringe.com] Sent: Thursday, January 19, 2017 3:04 AM To: 'rt-users@lists.bestpractical.com' <rt-users@lists.bestpractical.com> Cc:

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

2017-01-18 Thread Cena, Stephen (ext. 300)
a backup all in one shot? -- Message: 4 Date: Wed, 18 Jan 2017 13:54:57 +0000 From: "Cena, Stephen (ext. 300)" <s...@qvii.com<mailto:s...@qvii.com>> To: "'rt-users@lists.bestpractical.com'" <rt-users@lists.bestpractical.com<mailto

[rt-users] MySQL backups of RT 4.4.1 truncated

2017-01-18 Thread Cena, Stephen (ext. 300)
I'm currently running RT 4.4.1 on Ubuntu 14.04 LTS with MySQL 5.6 on Windows Server 2012. Recently, we enabled full-text indexing in native MySQL & everything is great. After doing some work on the server over the weekend, I discovered that the .sql files being generated for the backup are

[rt-users] . Re: Queue still being CC'ed with $ParseNewMessageForTicketCcs

2017-01-12 Thread Cena, Stephen (ext. 300)
That has solved it. Thank you! Stephen Cena Senior Systems Administrator Quality Vision International, Inc. Phone: (585) 544-0450 x300 To notify helpdesk: http://helpdesk.ogp.qvii.com or email: hd-gene...@qvii.com To report email issues: postmas...@qvii.com )" If you want to use

Re: [rt-users] Queue still being CC'ed with $ParseNewMessageForTicketCcs and $RTAddressRegexp

2017-01-10 Thread Cena, Stephen (ext. 300)
ena Senior Systems Administrator Quality Vision International, Inc. Phone: (585) 544-0450 x300 To notify helpdesk: http://helpdesk.ogp.qvii.com or email: hd-gene...@qvii.com<mailto:hd-gene...@qvii.com> To report email issues: postmas...@qvii.com<mailto:postmas...@qvii.com> From: Cena, S

[rt-users] Queue still being CC'ed with $ParseNewMessageForTicketCcs and $RTAddressRegexp

2017-01-10 Thread Cena, Stephen (ext. 300)
I received a request to 'auto CC' clients on tickers (as our customers are only allowed to interface via email). I enabled $ParseNewMessageForTicketCcs. We then started getting random RT Bounce messages, and upon investigating

Re: [rt-users] Skipping Scrip #X because it didn't Prepare

2016-08-17 Thread Cena, Stephen (ext. 300)
I got an out-of-band response from someone on this issue. He basically said that because I used "On Correspond" and not "User Defined" that the "Custom Condition" code would never fire. Is this accurate? If so, I'm wondering why it was working on my test box. Stephen Cena Senior Systems

Re: [rt-users] Skipping Scrip #X because it didn't Prepare

2016-08-15 Thread Cena, Stephen (ext. 300)
action preparation code:" box? If not, try adding: return 1; so the Prepare step returns successfully. On 8/12/16 1:50 PM, Cena, Stephen (ext. 300) wrote: > I have two RT systems: one testing and one production. I have a > modified notification Scrip on my test box: > ---

[rt-users] Skipping Scrip #X because it didn't Prepare

2016-08-12 Thread Cena, Stephen (ext. 300)
I have two RT systems: one testing and one production. I have a modified notification Scrip on my test box: Description: On Correspond Reopen Rejected/Resolved Tickets Condition: On Correspond Action: User Defined Template: Blank Custom cond: If

[rt-users] New "Assets" not appearing in 4.2.12 -> 4.4.0 upgrade that didn't have them before

2016-05-02 Thread Cena, Stephen (ext. 300)
I just upgraded two systems running RT 4.2.12 to 4.4.0. Neither system had the Asset manager prior to the upgrade & we were looking to try it out. It didn't appear. Is there something I need to change in the RT_Siteconfig.pm to get the Assets tab to show up? Stephen Cena Systems

[rt-users] RT "unpacking" .MSG files

2016-03-31 Thread Cena, Stephen (ext. 300)
We are currently running RT 4.2.12. Users will submit tickets to us in regards to viral email attachments. We've instructed users to attach the message file itself versus the attachment to help keep things "safe". However, I'm seeing that if a user replies to an RT email and attaches the .MSG

[rt-users] Include Ticket information in full text index

2015-09-04 Thread Cena, Stephen (ext. 300)
I have successfully gotten full text indexing working on our RT 4.2.12 system, MySQL 5.5 back-end. At the present time, only the ticket history is being searched. This is my Sphinx query: sql_query = \ SELECT a.id, a.content FROM Attachments a \ JOIN Transactions txn ON

[rt-users] Set default queue for Quick ticket creation?

2015-04-15 Thread Cena, Stephen (ext. 300)
We currently have RT 4.2.10 up and running, and have the Quick ticket creation widget on our users home screens. Is there a way to change the default queue in the dropdown for QuickCreate? Users are not being mindful to switch queues before submitting, and I really don't want to rename all my

[rt-users] Correct formatting for respond by email link

2015-02-13 Thread Cena, Stephen (ext. 300)
I'm trying to use HTML templates to make responding to tickets easier for my users. I'm having a problem creating a link to generate an email. The code I have is: trtdYou have the ability to a href=mailto:{$Ticket-QueueObj-CorrespondAddress}?subject=[{$Ticket-QueueObj-SubjectTag || $rtname}

Re: [rt-users] Prevent users from making Comments on tickets

2015-02-13 Thread Cena, Stephen (ext. 300)
Thanks to Alex Peters, Daniel Schwager, and Kenneth Crocker for their input on my question. I'm going to take a look at the book sections Kenneth sent (I've purchased the book), and go over the permissions as all have suggested. What's killing me right now is I only have the production system

[rt-users] Prevent users from adding CC's and AdminCC's to tickets

2015-02-12 Thread Cena, Stephen (ext. 300)
What permissions do I need to remove/enable to prevent users from modifying the CC/AdminCC lists (more specifically the AdminCC list). The audit trail of when people being added removed is helpful, but I'd like to prevent it outright. Stephen J. Cena Supervisor/Systems Administrator - MIS/IT

[rt-users] Prevent users from making Comments on tickets

2015-02-12 Thread Cena, Stephen (ext. 300)
I'm in the process of locking down end-user permissions in our RT install. We want it set up so that users can only do Reply, and Admins can use Comment and Reply. At present, my end user can't see a Comment in a ticket, or an attachment made with a Comment. However, if the user emails the

Re: [rt-users] Unprivileged users - Edit ticket/Sign up as CC

2014-08-08 Thread Cena, Stephen (ext. 300)
. Thank you for helping us help you help us all. * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * From: Alex Peters [mailto:a...@peters.net] Sent: Thursday, August 07, 2014 9:19 PM To: Cena, Stephen (ext. 300) Cc: rt-users

Re: [rt-users] Unprivileged users - Edit ticket/Sign up as CC

2014-08-08 Thread Cena, Stephen (ext. 300)
. * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * From: Alex Peters [mailto:a...@peters.net] Sent: Friday, August 08, 2014 8:39 AM To: Cena, Stephen (ext. 300) Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Unprivileged users - Edit ticket

[rt-users] Unprivileged users - Edit ticket/Sign up as CC

2014-08-06 Thread Cena, Stephen (ext. 300)
, Aug 05, 2014 at 11:35:43AM +, Cena, Stephen (ext. 300) wrote: I'm still not seeing what I'm missing. I have a group called End Users I put all my clients into. One user, Test User, is in End Users but has had Privileged removed, Unprivileged has not been explicitly set either

[rt-users] Unprivileged users - Edit ticket/Sign up as CC

2014-08-05 Thread Cena, Stephen (ext. 300)
must because we can. Thank you for helping us help you help us all. * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * Message: 1 Date: Fri, 1 Aug 2014 15:58:27 + From: Cena, Stephen (ext. 300) s...@qvii.com To: rt-users@lists.bestpractical.com rt-users

[rt-users] Unprivileged users - Edit ticket/Sign up as CC

2014-08-05 Thread Cena, Stephen (ext. 300)
(Cena, Stephen (ext. 300)) Message: 12 Date: Tue, 5 Aug 2014 11:35:43 + From: Cena, Stephen (ext. 300) s...@qvii.com To: rt-users@lists.bestpractical.com rt-users@lists.bestpractical.com Subject: [rt-users] Unprivileged users - Edit ticket/Sign up as CC Message-ID

[rt-users] Unprivileged users - Edit ticket/Sign up as CC

2014-08-01 Thread Cena, Stephen (ext. 300)
Those permissions are in place. I have a test user in End Users (my own group) and is Unprivileged. I can create a ticket with this user but when I go to look at the ticket I can only view it. Did I overlook a permission possibly? On Thu, Jul 31, 2014 at 06:10:11PM +, Cena, Stephen (ext

[rt-users] Unprivileged users - Edit ticket/Sign up as CC?

2014-07-31 Thread Cena, Stephen (ext. 300)
I'm looking to move my user base away from being all Privileged and making them Unprivileged so they get the Self Service version of RT. I've created a single test user to get a feel for what my users will experience. One issue I've come across is editing the tickets. I've got explict

[rt-users] MIME email not decoding - Sender or RT?

2014-05-27 Thread Cena, Stephen (ext. 300)
We've recently upgraded from RT 4.2.3 to 4.2.4. We have one user that when they email us now, RT is recording the MIME encoded email and not decoding it. Thus far, it appears to only be from one specific user. Is there anything I should check on my RT configuration before I ask the user what

[rt-users] RT 4.2.x and SummaryByUser plugin

2014-05-22 Thread Cena, Stephen (ext. 300)
We recently upgraded to RT 4.2.x, and have discovered that a plugin we relied on no longer works: http://search.cpan.org/dist/RT-Extension-SummaryByUser/lib/RT/Extension/SummaryByUser.pm Does anyone know if a 4.2 version is coming? Stephen J. Cena Systems Administrator - MIS/IT Dept Quality

[rt-users] Copy/Paste functionality gone after 4.2.3 to 4.2.4 upgrade

2014-05-22 Thread Cena, Stephen (ext. 300)
I just performed the upgrade from 4.2.3 to 4.2.4 on our RT servers. I've gotten calls from user that Copy/Paste isn't working on their systems any more. Mason cache clean local cache clean doesn't seem to help. Anyone else seeing this? Stephen J. Cena Systems Administrator - MIS/IT Dept

[rt-users] Forward an entire ticket w/ history to another RT system - Possible?

2014-04-07 Thread Cena, Stephen (ext. 300)
We're having a little political issue right now. We're looking to add another queue to our service department, but the manager feels it shouldn't be a part of the service desk. One request I'm getting is if a ticket falls out of service's hands, can it be forwarded to a compeltely different RT

Re: [rt-users] Forward an entire ticket w/ history to another RT system - Possible?

2014-04-07 Thread Cena, Stephen (ext. 300)
. * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * -Original Message- From: k...@rice.edu [mailto:k...@rice.edu] Sent: Monday, April 07, 2014 3:01 PM To: Cena, Stephen (ext. 300) Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Forward an entire ticket w/ history to another RT system - Possible? On Mon

[rt-users] Full text search/index - Migrate to Postgres or MySQL + Sphinx?

2014-03-13 Thread Cena, Stephen (ext. 300)
We currently run two RT 4.0.19 systems on Ubuntu 12.04LTS and MySQL 5.5.35. Management is now asking me to enable full text searching on the sites so we can search inside the body of the tickets. From what I've read, our current configuration won't support it due to MySQL 5.5.x not supporting

Re: [rt-users] Full text search/index - Migrate to Postgres or MySQL + Sphinx?

2014-03-13 Thread Cena, Stephen (ext. 300)
Referring to: rt-users Digest, Vol 120, Issue 13, articles 8,9,10,11,13,14,15: Thanks to those who responded. First, no; I did not know that full text indexing was supported after 5.0. I thought that was a 5.6 up coming feature. I must not have a full grasp of how it works, because if MySQL

[rt-users] Questions about JSGantt Plugin for RT

2014-01-09 Thread Cena, Stephen (ext. 300)
I'm kind of caught in the middle of an issue witht he JSGantt chart plug in here at work. Our Service Dept has started using the Gantt chart to get a feel for how tickets are being resolved, but the data always looks funny. After some tinkering with the settings in my RT_SiteConfig.pm file, I

Re: [rt-users] Questions about JSGantt Plugin for RT

2014-01-09 Thread Cena, Stephen (ext. 300)
for RT Message-ID: 20140109162814.gj2...@jibsheet.com Content-Type: text/plain; charset=us-ascii On Thu, Jan 09, 2014 at 03:05:15PM +, Cena, Stephen (ext. 300) wrote: I'm kind of caught in the middle of an issue witht he JSGantt chart plug in here at work. Our Service Dept has started using

[rt-users] Global Custom Fields only visible for search by root?

2013-12-13 Thread Cena, Stephen (ext. 300)
I've got RT 4.0.18 running for our Service Dept. Somehow, I've prevented them from accessing Custom Fields when doing Searches. They can enter them into tickets and view them, but when they go to perform a Search none of the Fields are selectable/searchable. However, if I log in as root and do

[rt-users] Upgrade from 4.0.x to 4.2.x - Fresh install with DB upgrade ok?

2013-12-02 Thread Cena, Stephen (ext. 300)
I'm getting ready to do an upgrade from 4.0.18 to 4.2.1 here on two servers. When I try the upgrade in a test environment, I get a bunch of errors that fly by (I don't have them, sorry :( ) but the site appears to be working. My question is, is it safe to do a fresh install of 4.2.1 and then

[rt-users] CC emails not always being sent

2013-11-08 Thread Cena, Stephen (ext. 300)
04, 2013 at 01:44:58PM +, Cena, Stephen (ext. 300) wrote: I thought that might be the case. Is there a better way to ensure that CC emails are always sent? Both our Service Dept the IT Dept will add users to the CC's as needed. In both RT systems, I have a On Correspond Notify Others

[rt-users] CC emails not always being sent

2013-11-04 Thread Cena, Stephen (ext. 300)
being sent Message-ID: 20131101194642.gi1...@jibsheet.com Content-Type: text/plain; charset=us-ascii On Thu, Oct 31, 2013 at 01:39:52PM +, Cena, Stephen (ext. 300) wrote: Rafal - After making that change, I'm now getting extra emails: Is this expected when I change NotifyActor to 1

Re: [rt-users] CC emails not always being sent

2013-10-31 Thread Cena, Stephen (ext. 300)
Rafal - I think that might be it. I just checked, and my RT_Config has that set to 0. I'll try changing it to 1 in my RT_SiteConfig, notify the users see what I get. Thanks!! == Date: Fri, 25 Oct 2013 19:29:55 +0200 From: Rafal Matera rmat...@esselte.com To:

[rt-users] CC emails not always being sent

2013-10-31 Thread Cena, Stephen (ext. 300)
setting that's causing this? -Original Message- From: Cena, Stephen (ext. 300) Sent: Thursday, October 31, 2013 8:51 AM To: 'rt-users@lists.bestpractical.com' Subject: Re: CC emails not always being sent Rafal - I think that might be it. I just checked, and my RT_Config has that set to 0

Re: [rt-users] CC emails not always being sent

2013-10-25 Thread Cena, Stephen (ext. 300)
you for helping us help you help us all. --For email related issues, please contact postmas...@qvii.commailto:postmas...@qvii.com From: Kenneth Crocker [mailto:kenn.croc...@gmail.com] Sent: Wednesday, October 23, 2013 6:11 PM To: Cena, Stephen (ext. 300); rt-users

[rt-users] CC emails not always being sent

2013-10-23 Thread Cena, Stephen (ext. 300)
We're having a small issue with our RT 4.0.18. Email seems to be flowing fine to Requestors and the Owners. However on two occasions, a manager wanted to include two other managers (neither of which have an account on this RT server). So he added their email addresses as CC's. Neither manager

[rt-users] Customer web access - two servers, one database?

2013-09-30 Thread Cena, Stephen (ext. 300)
We've been running RT now for our Service Dept for a few months now with incredible success. At the present time, we have out customers email a specific email address those emails get converted into tickets. We are now looking to improve functionality/speed for the customer. I see two

[rt-users] RT Exchange 2010 - All mail has stopped

2013-09-17 Thread Cena, Stephen (ext. 300)
Has anyone gotten RT to work with Exchange 2010? We just did an upgrade here from 2003 to 2010 now both of our RT systems have halted email. I've adjusted the IPs on all the systems my postfix logs show mail is leaving (all of it as www-data@ourmailto:www-data@our domain). Fetchmail is

[rt-users] RT Exchange 2010 - All mail has stopped

2013-09-17 Thread Cena, Stephen (ext. 300)
Made it one step closer. It turns out the Exchange upgrade not only mangled our address books, it also messed up our No Internet Mail rule. Now for some reason I'm getting: hd-general@localhostmailto:hd-general@localhost Your message wasn't delivered due to a permission or security issue. It

[rt-users] RT Exchange 2010 - All mail has stopped

2013-09-17 Thread Cena, Stephen (ext. 300)
It looks like the issue was pure Exchange side. We're still having slight issues, but none of it appears to be directly RT related. I would warn people about integrating it with Exchange 2010 though! Stephen Cena QVII MIS/IT Dept 850 Hudson Ave. Rochester, NY. 14620 585-544-0450 x300

Re: [rt-users] MySQL issue - Windows vs. Linux - Table name case seems

2013-08-16 Thread Cena, Stephen (ext. 300)
Just an update for everyone: I'm using Ubuntu 12.04LTS as the MySQL test bed to move my RT databases to. While this link: http://dev.mysql.com/doc/refman/5.5/en/identifier-case-sensitivity.html provided by Maciej Dobrzanski did help, I noticed a small issue. For some reason, 2 is not a valid

Re: [rt-users] MySQL issue - Windows vs. Linux - Table name

2013-08-14 Thread Cena, Stephen (ext. 300)
Maciek - I figured it was more a MySQL issue than an RT one. I manually went in changed each table to the correct one (users to Users) and that appeared to work. However, this won't fix my problem if I have to move several databases over (we have a lot of MySQL dependant apps here). Thank you for

[rt-users] MySQL issue - Windows vs. Linux - Table name case seems to matter

2013-08-13 Thread Cena, Stephen (ext. 300)
I'm looking to move all of my MySQL servers from Windows XP systems to Linux. I'm doing testing now so far all is well, except with RT. I currently am running RT 4.0.17 on Ubuntu 12.04LTS with a MySQL 5.5x database on Windows XP SP3. I am able to successfully backup restore the database on the

[rt-users] Notify owners of new ticket not working totally

2013-06-19 Thread Cena, Stephen (ext. 300)
I'm using the NotifyOwner plug in for extra notifications: http://search.cpan.org/dist/RT-Extension-NotifyOwners/lib/RT/Extension/N otifyOwners.pm http://search.cpan.org/dist/RT-Extension-NotifyOwners/lib/RT/Extension/ NotifyOwners.pm The Scrip is working, however its also sending out an email

[rt-users] Notify owners of new ticket not working

2013-06-19 Thread Cena, Stephen (ext. 300)
...@xs4all.nl To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Notify owners of new ticket not working totally Message-ID: 14ae2cf3eabb98a1577c145a18215...@xs4all.nl Content-Type: text/plain; charset=UTF-8; format=flowed On 2013-06-19 15:49, Cena, Stephen (ext. 300) wrote: I'm

[rt-users] User replies being rejected - Permissions problem

2013-06-07 Thread Cena, Stephen (ext. 300)
Our second RT site has gone up is working very well. Most of the problems we have had are just minor permission tweaks. One issue however, is puzzling me. I've gotten two emails from the system, both reading: RT could not load a valid user, and RT's configuration does not allow for the

Re: [rt-users] User replies being rejected - Permissions problem

2013-06-07 Thread Cena, Stephen (ext. 300)
False alarm! Sorry about that. I've been frantically writing up documentation for the end users and didn't have a chance to look at what they were doing. For the first round of testing to be sure they understood the system, they were leaving their OWN email address as the Requestor. Therefore,

Re: [rt-users] Notify all possible workers a ticket is available

2013-06-06 Thread Cena, Stephen (ext. 300)
I also came across this plug-in: Notification Matrix - https://github.com/bestpractical/rt-extension-notificationmatrix It says it is for RT 3.8, so I'm not sure how well it will (if it even) work with RT 4.0.13 Would that be something I could use? -- RT Training in Seattle, June 19-20:

[rt-users] Notify all possible workers a ticket is available

2013-06-05 Thread Cena, Stephen (ext. 300)
If I want to notify all potential workers in a queue a new ticket is available, would Notify Other Recipients be what I'm looking for? The manager of the service department wants the following behavior: If a ticket is created and not assigned to a user, then all possible users that could take the

[rt-users] Prevent email being sent when a ticket can't be created via email

2013-06-04 Thread Cena, Stephen (ext. 300)
Is there a way to stop emails being sent when a ticket can't be created via email? We're getting ready to launch the site, and we are not permitting users to create tickets via email. they can reply/comment once a ticket is created. The problem is, if any email hits a queue address, a rejection

[rt-users] Custom template is acting up - Formatting wrong?

2013-06-04 Thread Cena, Stephen (ext. 300)
This is a Template I'm using when a ticket is created assigned to someone upon creation: --- RT-Attach-Message: yes You are receiving this email because you the are owner of a new ticket. This new ticket has been created and assigned to

[rt-users] RES: Prevent email being sent when a ticket can't

2013-06-04 Thread Cena, Stephen (ext. 300)
Thanks! I should have thought of that one, just getting spread too thin here. I'll add that in now! Stephen Cena QVII MIS/IT Dept 850 Hudson Ave. Rochester, NY. 14620 585-544-0450 x300 s...@qvii.com Thank you for helping us help you help us all. --For email related issues, please contact

Re: [rt-users] On Steal email causing errors

2013-05-31 Thread Cena, Stephen (ext. 300)
Yup, that fixed it! I wonder what caused it to break? It was working before. Glad its fixed now! Stephen Cena QVII MIS/IT Dept 850 Hudson Ave. Rochester, NY. 14620 585-544-0450 x300 s...@qvii.com Thank you for helping us help you help us all. --For email related issues, please contact

[rt-users] Fetchmail Exchange 2003 have stopped playing nicely

2013-05-29 Thread Cena, Stephen (ext. 300)
Now my fetchmail services on both servers no longer work. I keep getting authentication errors: http://www.fetchmail.info/fetchmail-FAQ.html#R15 Nothing I'm trying seems to work correctly. I'm guessing it's security patches on our Exchange server because this was working fine on our first

Re: [rt-users] Fetchmail Exchange 2003 have stopped playing nicely

2013-05-29 Thread Cena, Stephen (ext. 300)
Wow; looks like it was just the account names were too long. I've deleted all of them re-created them and all appears to be OK. *head scratching* Stephen Cena QVII MIS/IT Dept 850 Hudson Ave. Rochester, NY. 14620 585-544-0450 x300 s...@qvii.com Thank you for helping us help you help us all.

Re: [rt-users] MSMTP doesn't run

2013-05-28 Thread Cena, Stephen (ext. 300)
It looks like it was a configuration issue. I changed some file permissions dropped authentication and it is working fine, but is causing a new problem. Will start a new thread for that. Stephen Cena QVII MIS/IT Dept 850 Hudson Ave. Rochester, NY. 14620 585-544-0450 x300 s...@qvii.com Thank you

[rt-users] MSMTP works for sending, but receiving is now broken - And why a full MTA?

2013-05-28 Thread Cena, Stephen (ext. 300)
This is for Asif AND Thomas in regards to my previous email about MSMTP. First, I did manage to get MSMTP working to send email out. While outgoing mail worked, incoming via fetchmail suddenly stopped complaining it couldn't bind to 127.0.0.1 port 25: name 0: connection to localhost:smtp

[rt-users] MSMTP doesn't run

2013-05-24 Thread Cena, Stephen (ext. 300)
I've tried switching from Postfix to MSMTP with this wiki entry: http://requesttracker.wikia.com/wiki/Msmtp but it doesn't look like msmtp-wrapper is even getting called. I've tried added -v to both lines nothing is working. I'm pretty sure my accounts are correct in msmtp_wrapper.conf as my

[rt-users] Disable Requestor email in reply by default

2013-05-23 Thread Cena, Stephen (ext. 300)
I'm putting an RT system online for our service department. At the present time, the site will be internally accessible only but Internet email correspondence with clients will be permitted. To control confidentiality, it's been requested that the requestor email be disabled by default for all

[rt-users] Proper way to backup RT Database

2013-05-23 Thread Cena, Stephen (ext. 300)
I just lost my Service Desk database. I did a test creating a ticket, saw what I wanted, then restored the database previously. It didn't restore. So I dropped all tables, did a restore. RT broke. I checked the tables restored it only did 45 out of 68. So now I get to rebuild the RT

Re: [rt-users] Proper way to backup RT Database

2013-05-23 Thread Cena, Stephen (ext. 300)
-users@lists.bestpractical.com Subject: Re: [rt-users] Proper way to backup RT Database Message-ID: 519e37eb.7030...@bestpractical.com Content-Type: text/plain; charset=ISO-8859-1; format=flowed On 5/23/13 11:05 AM, Cena, Stephen (ext. 300) wrote: I just lost my Service Desk database. I did a test

Re: [rt-users] Proper way to backup RT Database (Jim Brandt)

2013-05-23 Thread Cena, Stephen (ext. 300)
Fixed the issue. PEBKAC. It helps if you actually back up the RT database not something else. Looks like I'm set. Stephen Cena QVII MIS/IT Dept 850 Hudson Ave. Rochester, NY. 14620 585-544-0450 x300 s...@qvii.com Thank you for helping us help you help us all. --For email related issues, please

[rt-users] Root account gone!!!!

2013-05-21 Thread Cena, Stephen (ext. 300)
Somehow after my database move, I've now lost root access to the system. I can't get in to make any kind of changes. Is there a way to change root's password? Stephen Cena QVII MIS/IT Dept 850 Hudson Ave. Rochester, NY. 14620 585-544-0450 x300 s...@qvii.com Thank you for helping us help you

[rt-users] Still having database problems - Getting bad - Can't add attachments

2013-05-20 Thread Cena, Stephen (ext. 300)
I'm still getting these errors when trying to attach large files (around 4MB) to tickets: [Mon May 20 13:52:12 2013] [warning]: RT::Handle=HASH(0xb62468c8) couldn't execute the query 'INSERT INTO Attachments (Subject, ContentType, Filename, Headers, MessageId, Creator, Parent, Created,

[rt-users] Can't add attachments anymore - Possibly DB switch?

2013-05-15 Thread Cena, Stephen (ext. 300)
Is this an error due to me switching to MariaDB from MySQL? It's looking like some file attachments can't get added. [Tue May 14 22:05:25 2013] [warning]: RT::Handle=HASH(0xbd328224) couldn't execute the query 'INSERT INTO Attachments (Subject, ContentType, Filename, Headers, MessageId, Creator,

[rt-users] Can't remove Quick Create Can you reverse the order of history?

2013-05-08 Thread Cena, Stephen (ext. 300)
I've got two questions: 1. I just did an upgrade from 4.0.11 to 4.0.12 all seemed well. Due to people not using the full ticket Create, I decided to globally remove Quick Create from RT At A Glance. However, when I do that I get the following error: admsjc@helpdesk:/var/log/apache2$ tail

[rt-users] Custom numbering scheme?

2013-05-02 Thread Cena, Stephen (ext. 300)
I'm going to be deploying another RT installation for our service department here. One thing they would like is to have the ticket numbers customized. What they'd like is for the current year to be prepended to each ticket number, and then reset. So for 2013 it's be, say, 20131 - 2013n and then

[rt-users] Accessing custom fields in Ticket Search

2013-04-17 Thread Cena, Stephen (ext. 300)
I just did a demo to our service department they are very interested in testing out RT as a way to track their calls. One thing that was brought up is the ability do perform searches across custom fields (example: they want to add serial numbers for our equipment to tickets be able to search for

[rt-users] RT MariaDB support

2013-04-03 Thread Cena, Stephen (ext. 300)
I'm currently running RT 4.0.10 and couldn't be happier. However, it's database is currently housed on a shared, underpowered Windows XP system I'll looking to rework it. I'm not pleased with how MySQL has progressed (I'm running 5.1 right now would be moving to 5.5) and have begun looking at

Re: [rt-users] Can create articles, but no content. (Maciej Dobrzanski Thomas Sibley)

2012-09-26 Thread Cena, Stephen (ext. 300)
Thank you! Those were the answers I was looking for! I thought that a Text body might be stock with Articles, but it turns out that is not the case. Can wait to start using it! Stephen Cena MIS/IT Dept - Quality Vision International 850 Hudson Ave Rochester,NY. 14621 Ph: 585-544-0450 x300 Thank

[rt-users] Can create articles, but no content.

2012-09-25 Thread Cena, Stephen (ext. 300)
I'm still scratching my head with this one. I'm trying to get Articles working. Class creation and Custom field creation appear to work. I've got a Class called Set up Information with four categories: Linux, Windows 7 64 bit, Windows 7 32-bit, Misc. Even when I'm logged in as root, the Content

[rt-users] Content field missing from Articles

2012-05-18 Thread Cena, Stephen (ext. 300)
I'd like to start using Articles here at work, but something isn't working correctly. I've got a Class set up and a Topic, but when I go to create an Article the Content field is completely missing. I can edit/modify all the other fields except the most important one. What could be causing this?

[rt-users] Couldn't find Ticket for reminder XXX. Please...

2012-04-04 Thread Cena, Stephen (ext. 300)
Update: I'm looking in the logs but not really seeing anything about the reminders. However, I have now received emails from two different users now stating they are seeing Couldn't find Ticket for reminder XXX. ... Both users are claiming they had not set reminders up for these tickets.

Re: [rt-users] rt-users Digest, Vol 97, Issue 1

2012-04-03 Thread Cena, Stephen (ext. 300)
Yes. I am not seeing anything in there about an error with the reminders (grep reminder ./error.log). I did however figure out why my On Steal scrip was broken! The reminder problem is still there though. In the My Reminder window I get: Couldn't find Ticket for reminder 201. Please contact

[rt-users] Couldn't find Ticket for reminder XXX. Please contact administrator.

2012-04-03 Thread Cena, Stephen (ext. 300)
I was able to clear out most of the reminders by going to them setting them to resolved. I have one left that is lingering, 245. When I go to ticket 245 and go to the Links page nothing is listed. All links are blank. I talked to the user who created the ticket she does not believe she set up a

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