[rt-users] Malformed multipart POST

[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: 
http://helpdesk.ogp.qvii.com/Ticket/Update.html?Action=Respond;id=10009
[Fri Feb 17 13:08:52.455455 2017] [perl:error] [pid 7243:tid 2781436736] 
[client REDACTED:56502] Malformed multipart POST\n, referer: 
http://helpdesk.ogp.qvii.com/Ticket/Update.html?Action=Respond;id=10009

I've only been applying "apt-get" updates to the system, but no CPAN updates. 
From what I've read it's looking like I might need to update my Perl modules. 
It doesn't seem to be browser specific as I'm seeing it with both Internet 
Explorer and Firefox.

Thanks!

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

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

[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 have 
default RT At A Glance for specific user types. Example: End User and Support 
Staff. The Self-Service page (IMO) is too limited and I'd like to have some 
default widgets available to all users. Is there a way to preconfigure 
Dashboards/RT At A Glance per user and have the environments be unique?

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

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

[Cena, Stephen (ext. 300)]

Let me try to explain a little better how we're set up:

We have 3 departments: Service A, Service B and Service C. The model the 
departments opted for was a 'dispatch' queue for all incoming tickets, and then 
the tickets get transferred to a work queue.
Service A has 2 dispatch queues and 1 work queue.
Service B has 3 dispatches queues and 8 work queues
Service C has 1 dispatch queue and 1 work queue.

The mandate from management is they want anyone with an active account inside 
RT to be able to view any ticket in any queue. So my "Employee" group has to 
include the members of Service A B and C which is causing the problem.

What I'm trying to do is create either dashboards or stock RT At A Glance per 
user so 95% of the time they only can see the things they can "work" on.

Does that help or have I muddied it more?

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<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: 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?

[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' as well.

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


Hi Stephen,

We do this with standard RT permissions. We put the users in a group, and only 
members of that group can see/work on tickets in their queue. They do not see 
any other qeueus. I think you just need to look at your current ACLs more 
closely.

Regards,
Ken

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

[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 
queues (ex: 10 unonwned now is 10 tickets unowned in queues I should see). Is 
there a way that I can pre-populate my users "RT At A Glance" with specific 
elements that are germane to the specific user? (Dept A user gets widgets A-J, 
Dept B gets A-D,K, etc) or can I create custom Dashboards and somehow instruct 
RT to use them as the "home screen"?

Thanks!

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

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

[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 the FQDN of the server, it breaks.

It's bizarre: DNS appears to be functioning properly  in the test environment, 
but clearly based on this discovery it isn't.

I'll consider this "solved" as this is more than likely my own d#mn fault.

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

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

[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" is now 
between rt-mailgate and the server.


Well, that error message is pretty clear ? when fetchmail tries to spawn 
rt-mailgate, that process can?t connect to RT.

You should replace SERVER:80 in your fetchmailrc with the URL you?re using to 
connect  to RT in your browser.


HTH,

Thoomas

-- next part --

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

[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 mail does work 
(postfix). If I use the /etc/aliases file for commands like I usually to, 
fetchmail attempts to contact an SMTP server for local delivery. If I actually 
embed the rt-mailgate command inside fetchmailrc I now get "http request 
failed: 500 can't connect to SERVER:80. Web server logs may have more info". I 
can't find anything.

I've put in a new mail server to see if that was the issue, but I simply cannot 
get the lab server to pick up mail anymore. As far as I can tell, DNS is 
functioning properly. What am I missing?

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

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

[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 scripts. I re-wrote my backup options as:

-u USER -h HOST --max_allowed_packet=512M --single_transaction > output.sql

That solved it.

And I get a full backup of the file. Probably my own fault, but wanted to share 
the information. I'm now getting 19.5GB+ backups. Thanks to everyone!

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

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

[Cena, Stephen (ext. 300)]

The problem has become more interested. Switching from --results-file to > 
exposed the max packet problem but now, I can't seem to get around it. I 
currently have my max_allowed_packet set to 1024M and it's still dying. I have 
the approximate row & attachment ID where it's failing and if I'm reading it 
right it's a 110K PDF file. I tried upping it to 2048M but apparently that 
isn't allowed as the value in MySQL doesn't go any higher.

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
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))

[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 happening:
Using the --results-file= instead of > was masking a "max_allowed_packet" 
problem. Once I switched my backup scripts to use the redirect it appeared. The 
backup is still crashing, but the size is larger now. I'm tweaking my 
max_allowed_packet size to get it stable.

Also, I saw a note that if you're dumping data to the local host that using 
"shared memory" is faster than a TCP connection to local host. I'm tempted to 
try it but if anyone has any experience there I'd appreciate it.

Thank you to everyone who helped debug this with me. I hope this helps someone 
in the future!

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

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

[Cena, Stephen (ext. 300)]

Small update: I was able to fix the system errors for logging. While the 
err.log doesn't contain much, there were two telling entries:

2017-01-26T01:12:29.975366Z 1622 [Note] Aborted connection 1622 to db: 
'rt_service' user: 'backupdb' host: 'localhost' (Got an error writing 
communication packets)
2017-01-26T01:24:16.284038Z 1628 [Note] Aborted connection 1628 to db: 
'rt_service' user: 'backupdb' host: 'localhost' (Got an error writing 
communication packets)

That's my MySQL backup account which only is used to dump the files and that's 
my affected database.

I've got an active MySQL '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@lists.bestpractical.com"
<rt-users@lists.bestpractical.com>
Subject: Re: [rt-users] MySQL backups of RT 4.4.1 truncated
Message-ID:
<87f81e27495dc8489147e34a4152e268a4966...@mailstore2010.ogp.qvii.com>
Content-Type: text/plain; charset="us-ascii"

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 contacting the 
MySQL forums as this looks to be more suited to them. I'm also going to see if 
I can spin up a Linux MySQL DB server and "move" the tables into it via 
SFTP/copy, then attempt a backup there. I'm good with MySQL but it's not my 
bread & butter. Any additional help from the group will be welcomed.

To date, I've tried:
-Splitting the attachments table into its own backup job: failed.
-Moved MySQL temp folder/location to larger drive: failed.
-Moved Windows 2012 system TEMP folders to larger drive: failed.
-Ran MySQL diagnostics on the RT database affected: all tests pass

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

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

[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 contacting the 
MySQL forums as this looks to be more suited to them. I'm also going to see if 
I can spin up a Linux MySQL DB server and "move" the tables into it via 
SFTP/copy, then attempt a backup there. I'm good with MySQL but it's not my 
bread & butter. Any additional help from the group will be welcomed.

To date, I've tried:
-Splitting the attachments table into its own backup job: failed.
-Moved MySQL temp folder/location to larger drive: failed.
-Moved Windows 2012 system TEMP folders to larger drive: failed.
-Ran MySQL diagnostics on the RT database affected: all tests pass

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

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

[Cena, Stephen (ext. 300)]

Excellent point. The MySQL TEMP folder was moved, but not the operating system 
ones. I'll see if I can move the OS temp locations to the larger drive today & 
see what that gets me. I've just gotten the last 30 lines of the "attachments" 
table .sql file so I'm checking that to see if maybe there's anything in the 
text that might cause a stop. Still looking into this one guys. Thank you for 
all who have answered so far! Will update as soon as I know more.

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

-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: MySQL backups of RT 4.4.1 truncated

There are temp files and temp files.  The files you moved may not be the ones 
you need to move.  You might try observing the free space as the backup 
proceeds and see what it is filling with.  That might give you a clue of which 
set of temp files need moved.  I.e. rt vs. web vs. MySQL vs. System vs. 
whatever.  Each may define temp files in a different way.  Config file vs. 
registry variable vs. environment variable vs. different environment variable 
vs. command line parameter vs. whatever.  We programmers can get creative.

As to the question you asked about indexing, I don't know.  That should be 
asked to the list at large.

/jeff

Freundliche Grüße / Best regards,

Jeffrey Pilant

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

[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 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

--

Message: 1
Date: Mon, 23 Jan 2017 06:50:27 -0500
From: Joe Kirby 
To: rt-users 
Subject: [rt-users] Previous ticket info on Queue Change
Message-ID: <2337c535-588d-4701-9614-9b03bebac...@umbc.edu>
Content-Type: text/plain; charset="us-ascii"

I want to move a ticket from queue A to queue B.\

I have 2 custom fields on queue B; 1 for queue name and 1 for queue number

I am trying to have a script know when a new ticket is coming into this queue 
and capture which queue it came from.

I have been searching the documentation with little success.

I know the sis probably easy for perl folks, which I am not unfortunately, and 
in the past I have ben successful when I can see an example

Can someone share if this is possible and do you have an example

Thanks in advance

Joe

Joe Kirby ,  Assistant Vice President, Business Systems Division of Information 
Technology (DoIT) 
Support Response -   http://www.umbc.edu/doit 
Administration 627
Office - 410-455-3020
Email - ki...@umbc.edu

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

[Cena, Stephen (ext. 300)]

Update: I tried increasing the database permissions on the account I'm using to 
run the backup but that didn't change anything. I don't think it's a file size 
limitation as before they stopped working, my backups were reaching 19GB. When 
I look at the actual database file on the server for the attachments table its 
19.7GB on disk. I'm going to see if there is a way to turn on any additional 
logging during operation/backup but this really has me scratching my head. Any 
additional help would be appreciated & I will update the group as soon as I 
know something new.

Message: 1
Date: 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] MySQL backups of RT 4.4.1 truncated
Message-ID:
<87f81e27495dc8489147e34a4152e268a4962...@mailstore2010.ogp.qvii.com>
Content-Type: text/plain; charset="us-ascii"

All the backups I'm doing are local to keep performance high. I sadly lost the 
"discussion" to keep the MySQL server on a Linux machine. What we're going to 
try is the following:
We're snapshotting/backing up the system at regular intervals so I will always 
have a backup of the .sql files. I'm going to move the MySQL TMP folder to the 
larger drive to see if that solves the issue. I think you might be on to 
something with the drive issue as it looks to be the only consistent factor. 
I'll update as I know more.

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

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

[Cena, Stephen (ext. 300)]

All the backups I'm doing are local to keep performance high. I sadly lost the 
"discussion" to keep the MySQL server on a Linux machine. What we're going to 
try is the following:
We're snapshotting/backing up the system at regular intervals so I will always 
have a backup of the .sql files. I'm going to move the MySQL TMP folder to the 
larger drive to see if that solves the issue. I think you might be on to 
something with the drive issue as it looks to be the only consistent factor. 
I'll update as I know more.

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

-Original Message-
From: Jeffrey Pilant [mailto:jeffrey.pilant@bayer.com] 
Sent: Friday, January 20, 2017 8:54 AM
To: Cena, Stephen (ext. 300) <s...@qvii.com>
Subject: RE: MySQL backups of RT 4.4.1 truncated

Just FYI:
When windows copies files between drives, I believe it copies them to a temp 
area first before copying the temp area to the destination.
It probably does this to avoid writing a partial file when running out of 
space.  Because it causes a doubling of data transfer, it is stupid, but then, 
it is Microsoft Windows.

If your backup process includes copying the result across drives, this could be 
the source of the problem.

/jeff

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

[Cena, Stephen (ext. 300)]

I just looked into this now. Got a little swamped yesterday. It looks like the 
system is using the OS drive which barely has 19GB free so it's possible that's 
what's tripping it up. I checked the error log & the only errors I'm seeing are 
dropped packets from my RT systems around the time of the backup (which would 
make sense if they aren't stopped). I have a 20GB partition that I can use to 
move the temp tiles to. I'm also going to talk to our VM admin about getting a 
"scratch drive" added. I'm running another PowerShell "grep" on my attachments 
backup file as the sizes from the 18th and the 19th are identical. With the 
volume we do, I don't see how that's possible. The "everything else" .sql file 
shows expected growth.

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

-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: MySQL backups of RT 4.4.1 truncated

Folder compression can slow things down, but should not cause an issue.

What about temp/scratch space?  If you are making temp files on a different 
disk that is low in space, failure there could cause the problem.  Check the 
free space of all accessible drives, and check where temp files go.

/jeff

-Original Message-
Jeff - No limit that I'm aware of. If I look at a VM backup in December, the 
SQL files actually hit 19GB+ versus the "18 and change". The only other 
possibility that it COULD be is I've had to turn on Windows folder compression 
because the backups are getting so large their filling the drive. I could 
temporarily disable it to see if that is factoring into it, but I've bene using 
it all along without issue. The real kicker is I didn't notice the issue soon 
enough  so I'm having difficulty identifying what specifically went wrong.

Stephen Cena


The information contained in this e-mail is for the exclusive use of the 
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message.  Please also delete this e-mail and all copies and notify the sender.  
Thank you. 

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

[Cena, Stephen (ext. 300)]

Jeff - No limit that I'm aware of. If I look at a VM backup in December, the 
SQL files actually hit 19GB+ versus the "18 and change". The only other 
possibility that it COULD be is I've had to turn on Windows folder compression 
because the backups are getting so large their filling the drive. I could 
temporarily disable it to see if that is factoring into it, but I've bene using 
it all along without issue. The real kicker is I didn't notice the issue soon 
enough  so I'm having difficulty identifying what specifically went wrong.

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

-Original Message-
From: Jeffrey Pilant [mailto:jeffrey.pilant@bayer.com] 
Sent: Thursday, January 19, 2017 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 the destination and on the temp/scratch areas 
need to be large enough.

/jeff

The information contained in this e-mail is for the exclusive use of the 
intended recipient(s) and may be confidential, proprietary, and/or legally 
privileged.  Inadvertent disclosure of this message does not constitute a 
waiver of any privilege.  If you receive this message in error, please do not 
directly or indirectly use, print, copy, forward, or disclose any part of this 
message.  Please also delete this e-mail and all copies and notify the sender.  
Thank you. 

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

[Cena, Stephen (ext. 300)]

I've done as you requested. It looks like I'm hovering around 31MB if I'm 
reading it properly: 30828544 . Should I increase the packet size anyways? If I 
split my backups into two pieces they appear to run properly. Both resulting 
.sql files dhow the "dump complete" text at the end.

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

-Original Message-
From: Thomas Bätzler [mailto:t.baetz...@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, Stephen (ext. 300):
> I had that issue initially, and changed the value to 64MB. It was 
> originally 4MB, then I increased it to 16MB, it's been at 64MB for 
> some time.

You can check your RT database to see whether 64MB is enough by running

select max(OCTET_LENGTH(Content)) from Attachments;

in the context for your RT4 database. If that query comes up with anything 
above 48MB, I'd raise that variable to a suitably higher value.


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

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

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

[Cena, Stephen (ext. 300)]

I had that issue initially, and changed the value to 64MB. It was originally 
4MB, then I increased it to 16MB, it's been at 64MB for some time.

# The maximum size of one packet or any generated or intermediate string, or 
any parameter sent by the
# mysql_stmt_send_long_data() C API function.
#max_allowed_packet=4M
#max_allowed_packet=16M
max_allowed_packet=64M

It's the oddest thing. The backups were working perfectly through most of 
December. Sometime between the week of Christmas and now it seems to have 
"blown up". As a work around right now, I've split the backup in two pieces: 
just attachments, and everything else. That appears to be working but I can't 
seem to explain why this has happened.

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<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: Cena, Stephen (ext. 300) <s...@qvii.com>
Subject: AW: [rt-users] MySQL backups of RT 4.4.1 truncated

Hello Stephen,

just a stab in the dark, but could you please check the value set for 
"max_allowed_packet" in the mysqldump section of /etc/mysql/my.cnf (or whatever 
your my.cnf file is named)? If you try to dump mysql objects that are larger 
than this size, mysqldump will stop; probably with a message like "mysql server 
has gone away". You can raise that value for mysqldump just by editing that 
file; no server restart is required.

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

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

Von: rt-users [mailto:rt-users-boun...@lists.bestpractical.com] Im Auftrag von 
Cena, Stephen (ext. 300)
Gesendet: Mittwoch, 18. Januar 2017 18:23
An: 'rt-users@lists.bestpractical.com' 
<rt-users@lists.bestpractical.com<mailto:rt-users@lists.bestpractical.com>>
Betreff: Re: [rt-users] MySQL backups of RT 4.4.1 truncated

I just ran a test with the attachments table "ignored", and the backup worked 
perfectly. As a "sanity check", I also ran mysqlcheck on the schema & no errors 
were found. Should I split my backup job into two pieces, or is there a better 
way to get a backup all in one shot?


------------------



Message: 4

Date: Wed, 18 Jan 2017 13:54:57 +

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@lists.bestpractical.com>>

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

Message-ID:


<87f81e27495dc8489147e34a4152e268a4950...@mailstore2010.ogp.qvii.com<mailto:87f81e27495dc8489147e34a4152e268a4950...@mailstore2010.ogp.qvii.com>>

Content-Type: text/plain; charset="us-ascii"



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 being 
"truncated" after the attachments table (~18-19GB).  After reviewing your 
documentation (https://docs.bestpractical.com/rt/4.4.1/backups.html) I realized 
my mysqldump command was incorrect. I'm working in a lab environment now to see 
how I can optimize/change my script to more closely match yours. The only 
thought I have right now is to exclude the data from the AttachmentsIndex as 
that would get rebuilt on restoration anyways. Is there any other reason that 
the backup would just "stop" after the attachment table? I apologize if this is 
beyond the scope of the forums thread.



Thank you in advance!



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<mailto:hd-gene...@qvii.com<mailto:hd-gene...@qvii.com%3cmailto:hd-gene...@qvii.com>>

To report email issues: 
postmas...@qvii.com<mailto:postmas...@qvii.com<mailto:postmas...@qvii.com%3cmailto:postmas...@qvii.com>>

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<mailto:hd-gene...@qvii.com>
To report email issues: postmas...@qvii.com<mailto:postmas...@qvii.com>

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

[Cena, Stephen (ext. 300)]

I just ran a test with the attachments table "ignored", and the backup worked 
perfectly. As a "sanity check", I also ran mysqlcheck on the schema & no errors 
were found. Should I split my backup job into two pieces, or is there a better 
way to get 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@lists.bestpractical.com>>

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

Message-ID:


<87f81e27495dc8489147e34a4152e268a4950...@mailstore2010.ogp.qvii.com<mailto:87f81e27495dc8489147e34a4152e268a4950...@mailstore2010.ogp.qvii.com>>

Content-Type: text/plain; charset="us-ascii"



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 being 
"truncated" after the attachments table (~18-19GB).  After reviewing your 
documentation (https://docs.bestpractical.com/rt/4.4.1/backups.html) I realized 
my mysqldump command was incorrect. I'm working in a lab environment now to see 
how I can optimize/change my script to more closely match yours. The only 
thought I have right now is to exclude the data from the AttachmentsIndex as 
that would get rebuilt on restoration anyways. Is there any other reason that 
the backup would just "stop" after the attachment table? I apologize if this is 
beyond the scope of the forums thread.



Thank you in advance!



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<mailto:hd-gene...@qvii.com<mailto:hd-gene...@qvii.com%3cmailto:hd-gene...@qvii.com>>

To report email issues: 
postmas...@qvii.com<mailto:postmas...@qvii.com<mailto:postmas...@qvii.com%3cmailto:postmas...@qvii.com>>

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<mailto:hd-gene...@qvii.com>
To report email issues: postmas...@qvii.com<mailto:postmas...@qvii.com>

[rt-users] MySQL backups of RT 4.4.1 truncated

[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 being 
"truncated" after the attachments table (~18-19GB).  After reviewing your 
documentation (https://docs.bestpractical.com/rt/4.4.1/backups.html) I realized 
my mysqldump command was incorrect. I'm working in a lab environment now to see 
how I can optimize/change my script to more closely match yours. The only 
thought I have right now is to exclude the data from the AttachmentsIndex as 
that would get rebuilt on restoration anyways. Is there any other reason that 
the backup would just "stop" after the attachment table? I apologize if this is 
beyond the scope of the forums thread.

Thank you in advance!

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

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

[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 the /x modifier, provide a regular expression object, not a 
string:

Set($RTAddressRegexp,
qr/
  (local-part1@domain1\.tld)|
  (local-part2@domain2\.tld)|
  (local-part3@domain3\.tld)|
  : 
  :
  (local-partN@domainN\.tld)
/xi );

Tangentially, the inner grouping ()s are not necessary here, but you will want 
to anchor the regular expression to the start and end of what it's matching. 
And you'll need to escape the "@" signs:

Set($RTAddressRegexp,
qr/
   ^
 (
   local-part1\@domain1\.tld
 | local-part2\@domain2\.tld
 | local-part3\@domain3\.tld
 |  : 
 |  :
 | local-partN\@domainN\.tld
 )
   $
/xi );


 - Alex

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

[Cena, Stephen (ext. 300)]

It is definitely the multiline expression. If I start bringing the lines 
together, then the "RTAddressRegexp option in the config doesn't match" errors 
start to go away. Will I just have to live with a really long line or is there 
a way to do multi-line regexp in the file?

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<mailto:hd-gene...@qvii.com>
To report email issues: postmas...@qvii.com<mailto:postmas...@qvii.com>

From: Cena, Stephen (ext. 300)
Sent: Tuesday, January 10, 2017 3:26 PM
To: 'rt-users@lists.bestpractical.com' <rt-users@lists.bestpractical.com>
Subject: Queue still being CC'ed with $ParseNewMessageForTicketCcs and 
$RTAddressRegexp

I received a request to 'auto CC' clients on tickers (as our customers are only 
allowed to interface via email). I enabled 
$ParseNewMessageForTicketCcs<https://rt-wiki.bestpractical.com/wiki/ParseNewMessageForTicketCcs>.
 We then started getting random RT Bounce messages, and upon investigating I 
found: https://rt-wiki.bestpractical.com/wiki/RTAddressRegexp . Due to the 
randomness of the email formats and the quantity of queues, I couldn't write a 
simple regular expression so I have a somewhat large one:

Set($RTAddressRegexp, 
'(local-part1@domain1\.tld)|<mailto:local-part1@domain1\.tld)|>
(local-part2@domain2\.tld)|<mailto:local-part2@domain2\.tld)|>
(local-part3@domain3\.tld)|<mailto:local-part3@domain3\.tld)|>
:
:
(local-partN@domainN\.tld)/xi<mailto:local-partN@domainN\.tld)/xi>');

However, when a queue is added as a CC, it still gets added & a user created. 
When I use https://regex101.com/ , the matching works. Can I not do multi-line 
regexp in the SiteConfig file? I'm thinking this is something simple I'm 
overlooking. Thank you in advance.

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<mailto:hd-gene...@qvii.com>
To report email issues: postmas...@qvii.com<mailto:postmas...@qvii.com>

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

[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 I 
found: https://rt-wiki.bestpractical.com/wiki/RTAddressRegexp . Due to the 
randomness of the email formats and the quantity of queues, I couldn't write a 
simple regular expression so I have a somewhat large one:

Set($RTAddressRegexp, '(local-part1@domain1\.tld)|
(local-part2@domain2\.tld)|
(local-part3@domain3\.tld)|
:
:
(local-partN@domainN\.tld)/xi');

However, when a queue is added as a CC, it still gets added & a user created. 
When I use https://regex101.com/ , the matching works. Can I not do multi-line 
regexp in the SiteConfig file? I'm thinking this is something simple I'm 
overlooking. Thank you in advance.

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

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

[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 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



-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Los Angeles - September 12-14, 2016

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

[Cena, Stephen (ext. 300)]

Jim - I tried your suggestion and it caused the Scrip to fire every single 
time. What I ended up doing that worked was I duplicated the test in Custom 
Condition to Custom Action preparation. So both fields now have:

if ($self->TicketObj->Status eq 'rejected') { return 1; }
if ($self->TicketObj->Status eq 'resolved') { return 1; }
return 0;

What is really weird is on my test system it works flawlessly with only the 
Custom Condition and Custom action commit code. Basically we just want tickets 
to re-open if they are in Resolve or Rejected and get Replied to. I'm 
scratching my head at why the two systems are functioning differently. Is it 
possible that an earlier Scrip I have could be interfering? Before I had a test 
environment I'd make changes to our live system for functionality. 

Message: 2
Date: Fri, 12 Aug 2016 14:10:44 -0400
From: Jim Brandt <jbra...@bestpractical.com>
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Skipping Scrip #X because it didn't Prepare
Message-ID: <147b8081-d7dc-0c02-d01f-6c8b42ee1...@bestpractical.com>
Content-Type: text/plain; charset=windows-1252; format=flowed

Do you have anything in the "Custom 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:
> 
> Description: On Correspond Reopen Rejected/Resolved Tickets
> Condition: On Correspond
> Action: User Defined
> Template: Blank
> Custom cond:
> If ($self->TicketObj->Status eq ?rejected?) { return 1; } If 
> ($self->TicketObj->Status eq ?resolved?) { return 1; } Return 0;
>
> Custom action commit code:
> $self->TicketObj->SetStatus(?open?);
> 
> On my test system it works perfectly. Any tickets resolved or rejected 
> get re-opened on correspond. On my production box, I get the following 
> in ym log:
>
> [13641] [Fri Aug 12 17:43:44 2016] [debug]: Skipping Scrip #32 because 
> it didn't Prepare (/opt/rt4/sbin/../lib/RT/Scrips.pm:345)
>
> I?ve tried writing my own messages to the log but it doesn?t look like 
> the scrip is firing. What is happening?
>
> *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-general@qvii.com_ <mailto:hd-gene...@qvii.com> To report email 
> issues: postmas...@qvii.com
>
>
>
>
>
> -
> RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
> * Los Angeles - September, 2016
>

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
-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Los Angeles - September, 2016

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

[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 ($self->TicketObj->Status eq 'rejected') { return 1; }
If ($self->TicketObj->Status eq 'resolved') { return 1; }
Return 0;

Custom action commit code:
$self->TicketObj->SetStatus("open");

On my test system it works perfectly. Any tickets resolved or rejected get 
re-opened on correspond. On my production box, I get the following in ym log:

[13641] [Fri Aug 12 17:43:44 2016] [debug]: Skipping Scrip #32 because it 
didn't Prepare (/opt/rt4/sbin/../lib/RT/Scrips.pm:345)

I've tried writing my own messages to the log but it doesn't look like the 
scrip is firing. What is happening?

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



-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Los Angeles - September, 2016

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

[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 Administrator/Supervisor
Phone: (585) 544-0450 x300
To notify HELPDESK: http://helpdesk.ogp.qvii.com or email: 
hd-gene...@qvii.com
Quality Vision International, Inc.



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

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

[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 file, RT is 
unpacking the email into its components and storing the email and the 
attachment independently. If I attach the .MSG directly via the web interface 
it attaches properly. Is this expected behavior or do I need to change 
something in the system for email attachments?

Stephen Cena
Systems Administrator/Supervisor
Phone: (585) 544-0450 x300
To notify helpdesk: http://helpdesk or email: 
hd-gene...@qvii.com
Quality Vision International, Inc.



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

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

[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 a.TransactionId = txn.id AND txn.ObjectType = 
'RT::Ticket' \
JOIN Tickets t ON txn.ObjectId = t.id \
WHERE a.ContentType = ('text/plain' or 'text/html') AND t.Status != 
'deleted'

Is there a way to modify this query to include some Ticket information 
(subject, requestor, etc.) in the search, or will users just have to use the 
Search Builder for more detailed searches?

Thanks in advance!!


Stephen J. Cena
Systems Administrator/Supervisor - MIS/IT Dept
Quality Vision International
850 Hudson Ave
Rochester,NY 14620
Phone: 585-544-0450 x300
* * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * *
Please report email problems to: postmas...@qvii.com
QVII MIS/IT Dept - We do what we must because we can.
"Thank you for helping us help you help us all."
* * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * *

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

[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 queues to impose a 
sort order.

Thanks!

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

[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
 || $rtname} #{$Ticket-id}]update this ticket via email/a./td/tr

This always will generate a new ticket. If I add the nbsp; in front of the 
#{$Ticket-id}, that at least puts the space in but same results. I've tried 
adding an RE:  in front as well, and it still causes a new ticket.

If I do a Reply from the Autoreply email I get when the ticket is created, 
strip off the subject  just leave the queue tag the ticket gets updated 
correctly.

What am I doing wrong?

Stephen J. Cena
Supervisor/Systems Administrator - MIS/IT Dept
Quality Vision International
850 Hudson Ave
Rochester,NY 14620
Phone: 585-544-0450 x300
* * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * *
Please report email problems to: postmas...@qvii.commailto:postmas...@qvii.com

QVII MIS/IT Dept - We do what we must because we can.
Thank you for helping us help you help us all.
* * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * *

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

[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 to work with.

Stephen J. Cena
Supervisor/Systems Administrator - MIS/IT Dept
Quality Vision International
850 Hudson Ave
Rochester,NY 14620
Phone: 585-544-0450 x300
* * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * *
Please report email problems to: postmas...@qvii.commailto:postmas...@qvii.com

QVII MIS/IT Dept - We do what we must because we can.
Thank you for helping us help you help us all.
* * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * *

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

[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 Dept
Quality Vision International
850 Hudson Ave
Rochester,NY 14620
Phone: 585-544-0450 x300
* * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * *
Please report email problems to: postmas...@qvii.commailto:postmas...@qvii.com

QVII MIS/IT Dept - We do what we must because we can.
Thank you for helping us help you help us all.
* * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * *

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

[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 Comment address 
or uses the Comment in the Action drop-down in the ticket the entry gets made. 
The proper visibility of the resulting Comment is correct. AFAIK, there are no 
global permissions for anything (I'm doing it al at the queue level for each 
queue).


Everyone, Privileged, Unprivileged all have no permissions
End User perms for queue: CreateTicket, SeeQueue
Requestor perms for queue: ReplyToTicket, SeeCustomField, SeeQueue, ShowTicket, 
ModifyCustomField, ModifyTicket

Did I overlook something?

Stephen J. Cena
Supervisor/Systems Administrator - MIS/IT Dept
Quality Vision International
850 Hudson Ave
Rochester,NY 14620
Phone: 585-544-0450 x300
* * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * *
Please report email problems to: postmas...@qvii.commailto:postmas...@qvii.com

QVII MIS/IT Dept - We do what we must because we can.
Thank you for helping us help you help us all.
* * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * *

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

[Cena, Stephen (ext. 300)]

Alex - The biggest problem I have right now is idiocy. I've written an 
instruction manual on how to use RT here but nobody will read it, or remember 
anything from it. I've tried simplifying their main pages to make the system 
easier. It's still too complicated. I had a user complain about not saving her 
ticket emails and was astonished to learn Oh, I can log into the website and 
read my tickets? Wow!!.  When I tried out the Self Service side recently, it 
was perfect. It showed the users only what they needed in a very basic format. 
The wizard-like create-a-ticket made ticket creation easier. Access to Article 
Search is straightforward and simple. I could start using those for a knowledge 
base here.Additionally, we are running RT for our Service Department and would 
like to put an Internet facing server up so our customers could use the Self 
Service site to manage issues for our products.

If it makes more sense to try and lock down/massage the default UI I'll go back 
to trying that. It's just been such an uphill battle here trying to get the 
users to understand why the systems is in place and why its important for them 
to use it.

Stephen J. Cena
Supervisor/Systems Administrator - MIS/IT Dept
Quality Vision International
850 Hudson Ave
Rochester,NY 14620
Phone: 585-544-0450 x300
* * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * *
Please report email problems to: postmas...@qvii.com

QVII MIS/IT Dept - We do what we must because we can.
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@lists.bestpractical.com
Subject: Re: [rt-users] Unprivileged users - Edit ticket/Sign up as CC

I suspect that you'd achieve the functionality you require by bumping these 
users up to Privileged and giving them access to the full RT web interface 
rather than the Self Service mode.

The full interface can still be quite locked down for some users by limiting 
their rights.

Is there any particular feature offered by the Self Service mode that you're 
wanting to provide to those users?


On 7 August 2014 06:51, Cena, Stephen (ext. 300) 
s...@qvii.commailto:s...@qvii.com wrote:
Message: 10
Date: Wed, 6 Aug 2014 12:53:59 -0400
From: Kevin Falcone 
falc...@bestpractical.commailto:falc...@bestpractical.com
To: rt-users@lists.bestpractical.commailto:rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Unprivileged users - Edit ticket/Sign up as CC
Message-ID: 
20140806165359.gu2...@jibsheet.commailto:20140806165359.gu2...@jibsheet.com
Content-Type: text/plain; charset=us-ascii

Kevin - What I mean is there are three check boxes: Everyone, Privileged, and 
Unprivileged. There are no checks in any box.

Yes, my permissions are a bit too wide but it's because I'm tryign to debug the 
Self Service window. What I'm after is if you are the Requestor of the ticket, 
you should be able to reply, change state (close, open, etc), and files, and 
add people. If you got included by the Requestor as a CC, then the rest of the 
editing should kick for you as well.

Right now, my single Unprivileged user creates a ticket, but is only abble to 
Reply/Comment and that's all.


On Tue, 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. The 
 permissions on each queue for End Users are: CreateTicket, ReplyToTicket, 
 Watch, SeeCustomField, SeeQueue, Showticket, ModifyCustomField and 
 ModifyTicket.

 When I submit a ticket with this user and then go to the ticket all they can 
 do is Reply/Comment. Does Unprivileged need to be set? I must be overlooking 
 something but I'm just not seeing it. Thanks!

I have no idea what Unprivileged has not been explicitly set means.
You're either Privileged or Unprivileged.  There is no other state a
user can be in.

You also say you grant ModifyTicket to everyone in the group?  On
what, the global or a queue?  That means anyone can edit any ticket...

Let's back up, you appear to have permissions that are too wide, yet
you claim to not be able to edit the ticket.  Maybe you misunderstand
how ticket editing works in the self service UI?  What do you expect,
what do you see.

-kevin


Stephen J. Cena
Supervisor/Systems Administrator - MIS/IT Dept
Quality Vision International
850 Hudson Ave
Rochester,NY 14620
Phone: 585-544-0450 x300
* * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * *
Please report email problems to: postmas...@qvii.commailto:postmas...@qvii.com

QVII MIS/IT Dept - We do what we must because we can.
Thank you for helping us help you help us all

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

[Cena, Stephen (ext. 300)]

Alex - Yeah I've considered that as well. I have some users who can handle the 
full site. It just gets a little frustrating when I think I've finally got the 
system worked out on how it functions  then to see things like this happen 
where it should be something simple, it gets to me.

I'll play around with it a little more and see if I can figure out what's 
happened. I've also FINALLY been granted an IT VM Lab server so I've got 
dedicated, powerful hardware I can through test systems up on.


Stephen J. Cena
Supervisor/Systems Administrator - MIS/IT Dept
Quality Vision International
850 Hudson Ave
Rochester,NY 14620
Phone: 585-544-0450 x300
* * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * *
Please report email problems to: postmas...@qvii.com

QVII MIS/IT Dept - We do what we must because we can.
Thank you for helping us help you help us all.
* * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * *




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/Sign up as CC

I can definitely empathise with you on the resistance to adoption of new 
practices.

I wonder whether in your case, it might be more beneficial to initially subject 
the majority of your new users to the Self Service interface without the 
additional functionality, and perhaps provide a select few users with the full 
interface?  Then, when there's some familiarity, bump everyone up to the full 
UI?

If that doesn't seem suitable, it's probably possible to hack at the underlying 
Self Service pages and give them the necessary functionality by copying things 
over from the full UI's pages.  I haven't tried this myself before though.


On 8 August 2014 22:24, Cena, Stephen (ext. 300) 
s...@qvii.commailto:s...@qvii.com wrote:
Alex - The biggest problem I have right now is idiocy. I've written an 
instruction manual on how to use RT here but nobody will read it, or remember 
anything from it. I've tried simplifying their main pages to make the system 
easier. It's still too complicated. I had a user complain about not saving her 
ticket emails and was astonished to learn Oh, I can log into the website and 
read my tickets? Wow!!.  When I tried out the Self Service side recently, it 
was perfect. It showed the users only what they needed in a very basic format. 
The wizard-like create-a-ticket made ticket creation easier. Access to Article 
Search is straightforward and simple. I could start using those for a knowledge 
base here.Additionally, we are running RT for our Service Department and would 
like to put an Internet facing server up so our customers could use the Self 
Service site to manage issues for our products.

If it makes more sense to try and lock down/massage the default UI I'll go back 
to trying that. It's just been such an uphill battle here trying to get the 
users to understand why the systems is in place and why its important for them 
to use it.

Stephen J. Cena
Supervisor/Systems Administrator - MIS/IT Dept
Quality Vision International
850 Hudson Ave
Rochester,NY 14620
Phone: 585-544-0450 x300
* * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * *
Please report email problems to: postmas...@qvii.commailto:postmas...@qvii.com

QVII MIS/IT Dept - We do what we must because we can.
Thank you for helping us help you help us all.
* * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * *




From: Alex Peters [mailto:a...@peters.netmailto:a...@peters.net]
Sent: Thursday, August 07, 2014 9:19 PM
To: Cena, Stephen (ext. 300)
Cc: rt-users@lists.bestpractical.commailto:rt-users@lists.bestpractical.com

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

I suspect that you'd achieve the functionality you require by bumping these 
users up to Privileged and giving them access to the full RT web interface 
rather than the Self Service mode.

The full interface can still be quite locked down for some users by limiting 
their rights.

Is there any particular feature offered by the Self Service mode that you're 
wanting to provide to those users?


On 7 August 2014 06:51, Cena, Stephen (ext. 300) 
s...@qvii.commailto:s...@qvii.com wrote:
Message: 10
Date: Wed, 6 Aug 2014 12:53:59 -0400
From: Kevin Falcone 
falc...@bestpractical.commailto:falc...@bestpractical.com
To: rt-users@lists.bestpractical.commailto:rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Unprivileged users - Edit ticket/Sign up as CC
Message-ID: 
20140806165359.gu2...@jibsheet.commailto:20140806165359.gu2...@jibsheet.com
Content-Type: text/plain; charset=us-ascii

Kevin - What I mean is there are three check boxes: Everyone, Privileged, and 
Unprivileged. There are no checks in any box.

Yes, my permissions are a bit too wide but it's because I'm tryign

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

[Cena, Stephen (ext. 300)]

Message: 10
Date: Wed, 6 Aug 2014 12:53:59 -0400
From: Kevin Falcone falc...@bestpractical.com
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Unprivileged users - Edit ticket/Sign up as CC
Message-ID: 20140806165359.gu2...@jibsheet.com
Content-Type: text/plain; charset=us-ascii

Kevin - What I mean is there are three check boxes: Everyone, Privileged, and 
Unprivileged. There are no checks in any box.

Yes, my permissions are a bit too wide but it's because I'm tryign to debug the 
Self Service window. What I'm after is if you are the Requestor of the ticket, 
you should be able to reply, change state (close, open, etc), and files, and 
add people. If you got included by the Requestor as a CC, then the rest of the 
editing should kick for you as well.

Right now, my single Unprivileged user creates a ticket, but is only abble to 
Reply/Comment and that's all.


On Tue, 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. The 
 permissions on each queue for End Users are: CreateTicket, ReplyToTicket, 
 Watch, SeeCustomField, SeeQueue, Showticket, ModifyCustomField and 
 ModifyTicket.
 
 When I submit a ticket with this user and then go to the ticket all they can 
 do is Reply/Comment. Does Unprivileged need to be set? I must be overlooking 
 something but I'm just not seeing it. Thanks!

I have no idea what Unprivileged has not been explicitly set means.
You're either Privileged or Unprivileged.  There is no other state a
user can be in.

You also say you grant ModifyTicket to everyone in the group?  On
what, the global or a queue?  That means anyone can edit any ticket...

Let's back up, you appear to have permissions that are too wide, yet
you claim to not be able to edit the ticket.  Maybe you misunderstand
how ticket editing works in the self service UI?  What do you expect,
what do you see.

-kevin 


Stephen J. Cena
Supervisor/Systems Administrator - MIS/IT Dept
Quality Vision International
850 Hudson Ave
Rochester,NY 14620
Phone: 585-544-0450 x300
* * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * *
Please report email problems to: postmas...@qvii.com

QVII MIS/IT Dept - We do what we must because we can.
Thank you for helping us help you help us all.
* * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * *
-- 
RT Training - Boston, September 9-10
http://bestpractical.com/training

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

[Cena, Stephen (ext. 300)]

 
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. The 
permissions on each queue for End Users are: CreateTicket, ReplyToTicket, 
Watch, SeeCustomField, SeeQueue, Showticket, ModifyCustomField and ModifyTicket.

When I submit a ticket with this user and then go to the ticket all they can do 
is Reply/Comment. Does Unprivileged need to be set? I must be overlooking 
something but I'm just not seeing it. Thanks!



Stephen J. Cena
Supervisor/Systems Administrator - MIS/IT Dept
Quality Vision International
850 Hudson Ave
Rochester,NY 14620
Phone: 585-544-0450 x300
* * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * *
Please report email problems to: postmas...@qvii.com

QVII MIS/IT Dept - We do what we 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@lists.bestpractical.com
Subject: [rt-users] Unprivileged users - Edit ticket/Sign up as CC
Message-ID:
0ce56ae307c0bc4b950bf05f3759df4314f06...@mailstore2010.ogp.qvii.com
Content-Type: text/plain; charset=us-ascii

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. 300) wrote:
 I've come across is editing the tickets. I've got explict permissions 
 on the Requestor of the ticket (ex: Requestor can make changes to the 
 ticket), but it looks like Unprivileged is overriding it. I'd like the 
 users to be able to sign up as CC on tickets as well, but that is 
 missing too. Is this how Unprivileged works, or did I miss a permission 
 setting? Thanks!

Rights in RT are additive.
If Requestor has ModifyTicket, then the user being Unprivileged will not change 
that as long as they are *actually* listed as the Requestor (not just the 
Creator).

You need to grant Watch for users to add themselves as Cc, but keep in mind 
that they may also add themselves as a Requestor which will grant them extra 
rights.

-kevin 


Stephen J. Cena
Supervisor/Systems Administrator - MIS/IT Dept Quality Vision International 850 
Hudson Ave Rochester,NY 14620
Phone: 585-544-0450 x300
* * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * 
Please report email problems to: postmas...@qvii.com

QVII MIS/IT Dept - We do what we must because we can.
Thank you for helping us help you help us all.
* * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * *
-- 
RT Training - Boston, September 9-10
http://bestpractical.com/training

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

[Cena, Stephen (ext. 300)]

 
I just realized I forgot to include the Requestor permissions. Requestors can: 
ReplyToticket, SeeCustomField, SeeQueue, ShowTicket, ModifyCustomField and 
ModifyTicket

Stephen J. Cena
Supervisor/Systems Administrator - MIS/IT Dept
Quality Vision International
850 Hudson Ave
Rochester,NY 14620
Phone: 585-544-0450 x300
* * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * *
Please report email problems to: postmas...@qvii.com

QVII MIS/IT Dept - We do what we must because we can.
Thank you for helping us help you help us all.
* * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * *

-Original Message-
From: rt-users [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of 
rt-users-requ...@lists.bestpractical.com
Sent: Tuesday, August 05, 2014 9:48 AM
To: rt-users@lists.bestpractical.com
Subject: rt-users Digest, Vol 125, Issue 8

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Today's Topics:

12. Unprivileged users - Edit ticket/Sign up as CC
  (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:
0ce56ae307c0bc4b950bf05f3759df4314f07...@mailstore2010.ogp.qvii.com
Content-Type: text/plain; charset=us-ascii

 
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. The 
permissions on each queue for End Users are: CreateTicket, ReplyToTicket, 
Watch, SeeCustomField, SeeQueue, Showticket, ModifyCustomField and ModifyTicket.

When I submit a ticket with this user and then go to the ticket all they can do 
is Reply/Comment. Does Unprivileged need to be set? I must be overlooking 
something but I'm just not seeing it. Thanks!



Stephen J. Cena
Supervisor/Systems Administrator - MIS/IT Dept
Quality Vision International
850 Hudson Ave
Rochester,NY 14620
Phone: 585-544-0450 x300
* * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * *
Please report email problems to: postmas...@qvii.com

QVII MIS/IT Dept - We do what we 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@lists.bestpractical.com
Subject: [rt-users] Unprivileged users - Edit ticket/Sign up as CC
Message-ID:
0ce56ae307c0bc4b950bf05f3759df4314f06...@mailstore2010.ogp.qvii.com
Content-Type: text/plain; charset=us-ascii

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. 300) wrote:
 I've come across is editing the tickets. I've got explict permissions 
 on the Requestor of the ticket (ex: Requestor can make changes to the 
 ticket), but it looks like Unprivileged is overriding it. I'd like the 
 users to be able to sign up as CC on tickets as well, but that is 
 missing too. Is this how Unprivileged works, or did I miss a permission 
 setting? Thanks!

Rights in RT are additive.
If Requestor has ModifyTicket, then the user being Unprivileged will not change 
that as long as they are *actually* listed as the Requestor (not just the 
Creator).

You need to grant Watch for users to add themselves as Cc, but keep in mind 
that they may also add themselves as a Requestor which will grant them extra 
rights.

-kevin 


Stephen J. Cena
Supervisor/Systems Administrator - MIS/IT Dept Quality Vision International 850 
Hudson Ave Rochester,NY 14620
Phone: 585-544-0450 x300
* * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * 
Please report email problems to: postmas...@qvii.com

QVII MIS/IT Dept - We do what we must because we can.
Thank you for helping us help you help us all.
* * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * *
-- 
RT Training - Boston, September 9-10
http://bestpractical.com/training

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

[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. 300) wrote:
 I've come across is editing the tickets. I've got explict permissions 
 on the Requestor of the ticket (ex: Requestor can make changes to the 
 ticket), but it looks like Unprivileged is overriding it. I'd like the 
 users to be able to sign up as CC on tickets as well, but that is 
 missing too. Is this how Unprivileged works, or did I miss a permission 
 setting? Thanks!

Rights in RT are additive.
If Requestor has ModifyTicket, then the user being Unprivileged will not change 
that as long as they are *actually* listed as the Requestor (not just the 
Creator).

You need to grant Watch for users to add themselves as Cc, but keep in mind 
that they may also add themselves as a Requestor which will grant them extra 
rights.

-kevin 


Stephen J. Cena
Supervisor/Systems Administrator - MIS/IT Dept
Quality Vision International
850 Hudson Ave
Rochester,NY 14620
Phone: 585-544-0450 x300
* * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * *
Please report email problems to: postmas...@qvii.com

QVII MIS/IT Dept - We do what we must because we can.
Thank you for helping us help you help us all.
* * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * *
-- 
RT Training - Boston, September 9-10
http://bestpractical.com/training

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

[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 permissions on the 
Requestor of the ticket (ex: Requestor can make changes to the ticket), but it 
looks like Unprivileged is overriding it. I'd like the users to be able to sign 
up as CC on tickets as well, but that is missing too. Is this how Unprivileged 
works, or did I miss a permission setting? Thanks!

Stephen J. Cena
Systems Administrator - MIS/IT Dept
Quality Vision International
850 Hudson Ave
Rochester,NY 14620
Phone: 585-544-0450 x300
* * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * *
Please report email problems to: postmas...@qvii.com

QVII MIS/IT Dept - We do what we must because we can.
Thank you for helping us help you help us all.
* * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * *


-- 
RT Training - Boston, September 9-10
http://bestpractical.com/training

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

[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 they are using for mail 
software?

Stephen J. Cena
Systems Administrator - MIS/IT Dept
Quality Vision International
850 Hudson Ave
Rochester,NY 14620
Phone: 585-544-0450 x300
* * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * *
Please report email problems to: postmas...@qvii.com

QVII MIS/IT Dept - We do what we must because we can.
Thank you for helping us help you help us all.
* * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * *


-- 
RT Training - Boston, September 9-10
http://bestpractical.com/training

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

[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 Vision International
850 Hudson Ave
Rochester,NY 14620
Phone: 585-544-0450 x300
* * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * *
Please report email problems to: postmas...@qvii.com

QVII MIS/IT Dept - We do what we must because we can.
Thank you for helping us help you help us all.
* * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * *


-- 
RT Training - Boston, September 9-10
http://bestpractical.com/training

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

[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
Quality Vision International
850 Hudson Ave
Rochester,NY 14620
Phone: 585-544-0450 x300
* * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * *
Please report email problems to: postmas...@qvii.com

QVII MIS/IT Dept - We do what we must because we can.
Thank you for helping us help you help us all.
* * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * *


-- 
RT Training - Boston, September 9-10
http://bestpractical.com/training

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

[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 system for 
say customer contacts? We're trying to get thigns worked out so it won't have 
to come to that but I'm asking in advance. Is this something that it's 
recommended to hire BestPractical to help set up?

Stephen J. Cena
Systems Administrator - MIS/IT Dept
Quality Vision International
850 Hudson Ave
Rochester,NY 14620
Phone: 585-544-0450 x300
* * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * *
Please report email problems to: postmas...@qvii.com

QVII MIS/IT Dept - We do what we must because we can.
Thank you for helping us help you help us all.
* * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * *


-- 
RT Training - Dallas May 20-21
http://bestpractical.com/training

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

[Cena, Stephen (ext. 300)]

 
Ken - That is what we want to do. The president of the department doesn't care 
that we can lock it down. He is demanding it be totally separate. That's why 
I'm inquiring :)

Stephen J. Cena
Systems Administrator - MIS/IT Dept
Quality Vision International
850 Hudson Ave
Rochester,NY 14620
Phone: 585-544-0450 x300
* * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * *
Please report email problems to: postmas...@qvii.com

QVII MIS/IT Dept - We do what we must because we can.
Thank you for helping us help you help us all.
* * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * *

-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, Apr 07, 2014 at 06:47:52PM +, Cena, Stephen (ext. 300) wrote:
 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 system for 
 say customer contacts? We're trying to get thigns worked out so it won't have 
 to come to that but I'm asking in advance. Is this something that it's 
 recommended to hire BestPractical to help set up?
 
 Stephen J. Cena
 Systems Administrator - MIS/IT Dept
 Quality Vision International
 850 Hudson Ave
 Rochester,NY 14620
 Phone: 585-544-0450 x300

Hi Stephen,

I have a quick question. Have you considered just adding the queue to your 
existing system and using ACLs and different Email addresses to partition it 
away from your existing users? We do that here for several groups and it works 
well.

Regards,
Ken
-- 
RT Training - Dallas May 20-21
http://bestpractical.com/training

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

[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 it natively. 
It looks like I have two options:
*   Migrate our databases from MySQL 5.5.x to Postgres SQL to get the full 
text index functionality
   *Create a new MySQL Server that has the Sphinx add-on running  restore 
my databases into that.

Has anyone had to do this before? Suggestions? Warnings?

Stephen J. Cena
Systems Administrator - MIS/IT Dept
Quality Vision International
850 Hudson Ave
Rochester,NY 14620
Phone: 585-544-0450 x300
* * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * *
Please report email problems to: postmas...@qvii.com

QVII MIS/IT Dept - We do what we must because we can.
Thank you for helping us help you help us all.
* * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * *


-- 
RT Training London, March 19-20 and Dallas May 20-21
http://bestpractical.com/training

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

[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 has it built in 
why would I need to add on Sphinx? I do have much more familiarity with MySQL 
over Postgres which is one reason to stay with it. I've never used Postgres 
before.  I think Kevin's answer might be the easiest. I tried swapping out for 
MariaDB before, but got tripped up over table names being case sensitive. I'm 
trying to keep everything as simple as possible  I'd rather not dive into 
building my own MySQL.

I'll look into this some more and see what I can come up with. Thanks again to 
those who answered!

Stephen J. Cena
Systems Administrator - MIS/IT Dept
Quality Vision International
850 Hudson Ave
Rochester,NY 14620
Phone: 585-544-0450 x300
* * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * *
Please report email problems to: postmas...@qvii.com

QVII MIS/IT Dept - We do what we must because we can.
Thank you for helping us help you help us all.
* * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * *
-- 
RT Training London, March 19-20 and Dallas May 20-21
http://bestpractical.com/training

[rt-users] Questions about JSGantt Plugin for RT

[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 decided to check the 
code on how it is calculating the date ranges. Some of the code looks funny to 
me, but I also do not fully understand (nor will anyone here) explain how a 
Gantt chart gets created.

I was trying to contact/suggest a change on GitHub but I can't seem to find the 
link.

Does anyone here know anything about this plug in or who I would contact with 
questions? My primary question is about the _GetTimeRange function.

Thank you in advance!

Steve Cena
s...@qvii.com
585-544-0450 x300

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

[Cena, Stephen (ext. 300)]

Kevin - Thanks:

When we run the Gantt chart, every ticket is coming out to the default day 
length, 7. I edited the JSGantt.pm file to add some debugging output. They we 
assuming that the dates would be when the ticket was opened and then last 
resolved. Based on how _GetTimeRange operates, we never get an end date so it 
always defaults. Is the way the duration is calculated in _GetTimeRange how a 
Gantt chart is made? Is there a reason as to why those are the criteria for the 
duration calculation? As I said, Gantt charts are foreign to me  I've been too 
busy to do any research on them. It may very well be that we're looking for 
something specific  not an error in the plug in at all.

Steve



Message: 13
Date: Thu, 9 Jan 2014 11:28:14 -0500
From: Kevin Falcone falc...@bestpractical.com
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Questions about JSGantt Plugin 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 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 decided to check the code on how it is 
 calculating the date ranges. Some of the code looks funny to me, but I 
 also do not fully understand (nor will anyone here) explain how a 
 Gantt chart gets created.

I'm not sure what you mean by nor will anyone here explain how a gantt chart 
gets created.  I see no questions from your with a subject containing Gantt 
other than this question and I keep a 2 year archive of the list.  You do ask a 
lot of questions, so it may have been lost.

 I was trying to contact/suggest a change on GitHub but I can't seem to find 
 the link.
 
 Does anyone here know anything about this plug in or who I would contact with 
 questions? My primary question is about the _GetTimeRange function.

You should just ask your question here or on rt-devel.  JSGantt is written by 
Best Practical so if a relevant engineer has time they can answer a specific 
question about that function.

-kevin

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

[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 a Search, the 
fields are selectable. I know I've misconfigured something but I'm just not 
seeing it. Is there a permission that needs to be set for Global Custom Fields 
to show up in Search?

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

[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 use the 'make 
upgrade-database- script against the current database, use my current 
RT_SiteConfig.pm file  spin up the site?

[rt-users] CC emails not always being sent

[Cena, Stephen (ext. 300)]

Kevin - Thank you. I'll go check both systems to be sure those are 
running/enabled. That sounds like it will work better than the NotifyActor fix 
I used. That is working, but extra emails are being sent out. I'll follow up 
once I get caught up here. Being out for two days sure causes work to pile up!

Message: 10
Date: Tue, 5 Nov 2013 16:09:07 -0500
From: Kevin Falcone falc...@bestpractical.com
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] CC emails not always being sent
Message-ID: 20131105210907.gm1...@jibsheet.com
Content-Type: text/plain; charset=us-ascii

On Mon, Nov 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 Scrip and thought that would cover it.
 
 What is the proper/recommended way to ensure all CC users get their emails 
 without extra emails getting generated?

On Correspond Notify CCs is the proper scrip to ensure that Ticket CCs get 
their email.

On Correspond Notify other recipients is the proper scrip to ensure that one 
time CCs and BCCs get their email.

Please note the difference between Ticket CCs and the one-time-CCs, these are 
handled by different Scrip actions.

-kevin 

[rt-users] CC emails not always being sent

[Cena, Stephen (ext. 300)]

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 
Scrip and thought that would cover it.

What is the proper/recommended way to ensure all CC users get their emails 
without extra emails getting generated?

--

Message: 9
Date: Fri, 1 Nov 2013 12:46:42 -0700
From: Kevin Falcone falc...@bestpractical.com
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] CC emails not always 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, or is this another setting 
 that's causing this?

As expected.
http://bestpractical.com/docs/rt/latest/RT_Config.html#NotifyActor

With that config set, RT will send you any email caused as a result of your 
action, rather than suppressing them (the RT default).

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

[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@lists.bestpractical.com
rt-users@lists.bestpractical.com
Subject: Re: [rt-users] CC emails not always being sent
Message-ID:
of203e7dc4.ef7abe89-onc1257c0f.005fc31c-c1257c0f.00602...@esselte.com

Content-Type: text/plain; charset=us-ascii

Hi Stephen,

There is configuration option NotifyActor.
If it set to 0, RT does not notify person who performs the update of the 
ticket. Even if this person is in CC.
Please check, maybe this is your case.

Best regards,
Rafal

[rt-users] CC emails not always being sent

[Cena, Stephen (ext. 300)]

Rafal - After making that change, I'm now getting extra emails:

===
Thu Oct 31 09:20:09 2013: Request 1934 was acted upon.
 Transaction: Taken by s.cena
   Queue: Network/Wifi Requests
 Subject: Andy Roushey Computer
   Owner: s.cena
  Requestors: X
  Status: new
 Ticket URL: http://helpdesk/Ticket/Display.html?id=1934 


This transaction appears to have no content
=

Is this expected when I change NotifyActor to 1, or is this another 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.
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@lists.bestpractical.com
rt-users@lists.bestpractical.com
Subject: Re: [rt-users] CC emails not always being sent
Message-ID:
of203e7dc4.ef7abe89-onc1257c0f.005fc31c-c1257c0f.00602...@esselte.com

Content-Type: text/plain; charset=us-ascii

Hi Stephen,

There is configuration option NotifyActor.
If it set to 0, RT does not notify person who performs the update of the 
ticket. Even if this person is in CC.
Please check, maybe this is your case.

Best regards,
Rafal

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

[Cena, Stephen (ext. 300)]

Yes, I have a On Correspond Notify Other Recipients, Condition On 
Correspond, Action Notify Other Recipients, using the stock global template. 
Stage TransactionCreate.

Stephen Cena
QVII
MIS/IT Dept
850 Hudson Ave.
Rochester, NY. 14620
585-544-0450 x300
s...@qvii.commailto:s...@qvii.com
Thank 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@lists.bestpractical.com
Subject: RE: [rt-users] CC emails not always being sent

Stephen,

Did your notify scrip include others. Adding cc's requires that if they are 
not listed in the ticket or queue as cc.

Kenn

[rt-users] CC emails not always being sent

[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 got the 
email. He did say when he made a Comment and not a Reply, that the managers 
could see it.

Did I miss a permission setting somewhere, or what could be causing this. I 
will be upgraded to 4.2.0 (hopefully) by next month. I've done an upgrade with 
a test system  saw some errors/warnings I didn't like.

Thanks!

Stephen Cena
QVII
MIS/IT Dept
850 Hudson Ave.
Rochester, NY. 14620
585-544-0450 x300
s...@qvii.commailto:s...@qvii.com
Thank you for helping us help you help us all.
--For email related issues, please contact 
postmas...@qvii.commailto:postmas...@qvii.com

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

[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 options:

1. Convert the general email being used into a Queue (say Incoming) and then 
the employees simply assign the tickets as needed.
2. Install the stripped down Public Bug Tracker 
(http://search.cpan.org/dist/RT-BugTracker-Public/lib/RT/BugTracker/Public.pm) 
or something similar, to facilitate customers logging into the system.

In regards to #2, if I were to go that route, is it safe to set up a second 
public RT server that ties into the same database? Or should I just have a 
single server set up for both to access in whatever manner I see fit?

Right now, the fastest simplest option I see is #1. I just need to get the Spam 
tracking turned on.

Stephen Cena
QVII
MIS/IT Dept
850 Hudson Ave.
Rochester, NY. 14620
585-544-0450 x300
s...@qvii.commailto:s...@qvii.com
Thank you for helping us help you help us all.
--For email related issues, please contact 
postmas...@qvii.commailto:postmas...@qvii.com




-- 
RT Training in New York, October 8th and 9th: http://bestpractical.com/training

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

[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 complaining about 
there not being a certificate available to get the mail.

Anyone done an upgrade like this  have it successful? Our entire service 
department is down now and internal IT is down too. The service department is 
FAR more visible.

Stephen Cena
QVII
MIS/IT Dept
850 Hudson Ave.
Rochester, NY. 14620
585-544-0450 x300
s...@qvii.commailto:s...@qvii.com
Thank you for helping us help you help us all.
--For email related issues, please contact 
postmas...@qvii.commailto:postmas...@qvii.com




-- 
RT Training in New York, October 8th and 9th: http://bestpractical.com/training

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

[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 may 
have been rejected by a moderator, the address may only accept e-mail from 
certain senders, or another restriction may be preventing delivery.

I'm looking at the emails from the ticket system  I'm not seeing this anywhere 
in the header. I'm trying to figure out where it thinks this is.


Stephen Cena
QVII
MIS/IT Dept
850 Hudson Ave.
Rochester, NY. 14620
585-544-0450 x300
s...@qvii.commailto:s...@qvii.com
Thank you for helping us help you help us all.
--For email related issues, please contact 
postmas...@qvii.commailto:postmas...@qvii.com




-- 
RT Training in New York, October 8th and 9th: http://bestpractical.com/training

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

[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
s...@qvii.commailto:s...@qvii.com
Thank you for helping us help you help us all.
--For email related issues, please contact 
postmas...@qvii.commailto:postmas...@qvii.com




-- 
RT Training in New York, October 8th and 9th: http://bestpractical.com/training

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

[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 option on Ubuntu. 0 and 1 both work, but 2
seems to get ignored. I've been trying to work out if its me or the
database server. The RT database is small enough than I can manually fix
the tables names, but just wanted to give a heads up if anyone else
goes through this.


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] MySQL issue - Windows vs. Linux - Table name

[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 the link. I'll take a look at it today  see if it
will help. I'm just glad to know it's a MySQL issue and not an RT one!

Steve

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

[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 Windows machine. However, when I restore it to the
new Linux box, I get the following error:
=
root@starbug:/home/admsjc/rt-4.0.17# service apache2 start
 * Starting web server apache2
[Tue Aug 13 18:40:45 2013] [warning]: DBD::mysql::st execute failed:
Table 'rtdb.Users' doesn't exist at
/usr/local/share/perl/5.14.2/DBIx/SearchBuilder/Handle.pm line 589.
(/usr/local/share/perl/5.14.2/DBIx/SearchBuilder/Handle.pm:589)
[Tue Aug 13 18:40:45 2013] [warning]: RT::Handle=HASH(0xb8986ab4)
couldn't execute the query 'SELECT  * FROM Users WHERE Name = ?' at
/usr/local/share/perl/5.14.2/DBIx/SearchBuilder/Handle.pm line 602.
 
DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0xb8986ab4)',
'SELECT  * FROM Users WHERE Name = ?', 'RT_System') called at
/usr/local/share/perl/5.14.2/DBIx/SearchBuilder/Record.pm line 1234
 
DBIx::SearchBuilder::Record::_LoadFromSQL('RT::CurrentUser=HASH(0xb895ab
10)', 'SELECT  * FROM Users WHERE Name = ?', 'RT_System') called at
/usr/local/share/perl/5.14.2/DBIx/SearchBuilder/Record.pm line 1153
 
DBIx::SearchBuilder::Record::LoadByCols('RT::CurrentUser=HASH(0xb895ab10
)', 'Name', 'RT_System') called at
/usr/local/share/perl/5.14.2/DBIx/SearchBuilder/Record/Cachable.pm line
120
 
DBIx::SearchBuilder::Record::Cachable::LoadByCols('RT::CurrentUser=HASH(
0xb895ab10)', 'Name', 'RT_System') called at
/opt/rt4/sbin/../lib/RT/Record.pm line 375
RT::Record::LoadByCols('RT::CurrentUser=HASH(0xb895ab10)',
'Name', 'RT_System') called at
/usr/local/share/perl/5.14.2/DBIx/SearchBuilder/Record.pm line 1098
 
DBIx::SearchBuilder::Record::LoadByCol('RT::CurrentUser=HASH(0xb895ab10)
', 'Name', 'RT_System') called at /opt/rt4/sbin/../lib/RT/User.pm line
479
RT::User::Load('RT::CurrentUser=HASH(0xb895ab10)', 'RT_System')
called at /opt/rt4/sbin/../lib/RT/Handle.pm line 238
RT::Handle::CheckIntegrity('RT::Handle') called at
/opt/rt4/sbin/rt-server line 99
require /opt/rt4/sbin/rt-server called at (eval 6) line 3
eval 'package Plack::Sandbox::_2fopt_2frt4_2fsbin_2frt_2dserver;
{
my $app = do $_file;
if ( !$app  ( my $error = $@ || $! )) { die $error; }
$app;
}
 
;' called at /usr/share/perl5/Plack/Util.pm line 118
Plack::Util::_load_sandbox('/opt/rt4/sbin/rt-server') called at
/usr/share/perl5/Plack/Util.pm line 155
Plack::Util::load_psgi('/opt/rt4/sbin/rt-server') called at
/usr/share/perl5/Plack/Handler/Apache2.pm line 32
Plack::Handler::Apache2::load_app('Plack::Handler::Apache2',
'/opt/rt4/sbin/rt-server') called at
/usr/share/perl5/Plack/Handler/Apache2.pm line 24
Plack::Handler::Apache2::preload('Plack::Handler::Apache2',
'/opt/rt4/sbin/rt-server') called at
/etc/apache2/sites-enabled/000-default line 20
eval 'package
Apache2::ReadConfig::etc::apache2::sites_enabled::000_default::line_19;
#line 19 /etc/apache2/sites-enabled/000-default
use Plack::Handler::Apache2;
Plack::Handler::Apache2-preload(/opt/rt4/sbin/rt-server);
 
;' called at /opt/rt4/sbin/rt-server line 0
(/usr/local/share/perl/5.14.2/Carp.pm:103)
[Tue Aug 13 18:40:45 2013] [warning]: Use of uninitialized value in
concatenation (.) or string at /opt/rt4/sbin/../lib/RT/Handle.pm line
240. (/opt/rt4/sbin/../lib/RT/Handle.pm:239)
 
RT couldn't connect to the database where tickets are stored.
If this is a new installation of RT, you should visit the URL below
to configure RT and initialize your database.
 
If this is an existing RT installation, this may indicate a database
connectivity problem.
 
The error RT got back when trying to connect to your database was:
 
Couldn't find RT_System user in the DB ''
(more error messages after this)
==
 
I am able to use the MySQL client tools on the Ubuntu Server running RT
to successfully access the RT database. There is something funny I
noticed. If I try to execute: SELECT  * FROM Users WHERE Name = ?'
 
I get: ERROR 1146 (42S02): Table 'rtdb.Users' doesn't exist

If I then go into the RT database  change the user table to User,
RT goes further  has the same error for the ticket tables. Did I do
something wrong with my backup? Or is this a Windows/Linux issue I've
never seen before?
 
 
 
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 postmas...@qvii.com
 
 
 

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

[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 even if the
ticket gets an owner. It should only fire when the ticket is created and
the owner is Nobody In Particular.
 
Here is my Scrip:

Desc: On Create Unowned Ticket
Condition: On Create
Action: Notify Potential Owners
Template: Global Template: Potential owners notification
Stage: TransactionCreate
 
Custom Condition:
return 1 if $self-OwnerObj-Id == $RT::Nobody-Id; 
return 0;
=
 
Is my custom condition wrong?
 
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 postmas...@qvii.com
 
 
 


-- 
RT Training in Seattle, June 19-20: http://bestpractical.com/training

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

[Cena, Stephen (ext. 300)]

Ah; then it looks like it's a bug in the plug-in itself. It is in fact
notifying the potential owners of a ticket, whether an Owner is
specified or not. This isn't bad. I could just create a custom Template
that would rework the email to let everyone know who has the ticket.

Does anyone have a custom Scrip they use when a ticket is created, and
no owner is specified that all potential owners get notified? I also
need to look at the Perl modules someone recommended earlier, but I
thought this plug-in might do the trick.


Message: 14
Date: Wed, 19 Jun 2013 16:28:30 +0200
From: Kai Storbeck k...@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 using the NotifyOwner plug in for extra notifications:

http://search.cpan.org/dist/RT-Extension-NotifyOwners/lib/RT/Extension/N
otifyOwners.pm
 [1]
 
 The Scrip is working, however its also sending out an email even if
 the ticket gets an owner. It should only fire when the ticket is
 created and the owner is Nobody In Particular.
 
 Here is my Scrip:
 
 Desc: On Create Unowned Ticket
 Condition: On Create
 Action: Notify Potential Owners
 Template: Global Template: Potential owners notification
 Stage: TransactionCreate
 
 Custom Condition:
 return 1 if $self-OwnerObj-Id == $RT::Nobody-Id;
 return 0;
 =
 
 Is my custom condition wrong?

Hi Stephen,

You should select Userdefined from the Condition pulldown menu, or it 
will not run your custom condition code block.

Regards,
Kai


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*


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

[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 creation of a new user for this email (EMAIL_REDACTED).

You might need to grant 'Everyone' the right 'ReplyToTicket' for the
queue QUEUE_REDACTED.

I have permissions on all of my queues for the Requestor to be permitted
to Comment or Reply to tickets.

Here is how the system is currently being used: Since we're
transitioning off of a distribution group, the admin staff is converting
the emails into tickets. When the ticket is created, they are removing
their email address as the Requestor  putting in the customers email
address. 
 
Is it because the logged in user isn't the Requestor that this is
happening? I've currently done as suggested in the email to be sure
incoming mail will flow properly for 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 postmas...@qvii.com
 
 
 


-- 
RT Training in Seattle, June 19-20: http://bestpractical.com/training

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

[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, of course
the client couldn't respond in. That will change on Monday though when
they do it with the clients email address.
 
Thanks!
 
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 postmas...@qvii.com
 


-- 
RT Training in Seattle, June 19-20: http://bestpractical.com/training

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

[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?


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

[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 ticket should receive an email a ticket is waiting.
 
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 postmas...@qvii.com
 
 
 


-- 
RT Training in Seattle, June 19-20: http://bestpractical.com/training

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

[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 message gets send out stating you don't have
permission to create a ticket. 
 
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 postmas...@qvii.com
 
 
 


-- 
RT Training in Seattle, June 19-20: http://bestpractical.com/training

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

[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 you:
 
 =
 Ticket: {$RT::WebURL}Ticket/Display.html?id={$Ticket-id}
  Queue: {$Ticket-QueueObj-Name}
 Requestors: {$Ticket-RequestorAddresses}
 Owner: {$Ticket-OwnerObj-Name}
Status: {$Ticket-Status}
   Subject: {$Transaction-Subject || $Ticket-Subject || (No subject
given)}
 
 {$Transaction-Content()}
 =
---
 
Type of Template is Perl.
 
If the user gets an email at all, it is nothing but one row of = signs.
Did I create the Template incorrectly? The Transaction Template works
just fine.
 
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 postmas...@qvii.com
 
 
 


-- 
RT Training in Seattle, June 19-20: http://bestpractical.com/training

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

[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 postmas...@qvii.com


-- 
RT Training in Seattle, June 19-20: http://bestpractical.com/training

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

[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 postmas...@qvii.com


-- 
RT Training in Seattle, June 19-20: http://bestpractical.com/training

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

[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 server for over a year.
 
I'm Google-ing RT and Exchange and not coming up with anything. Does
anyone have any suggestions or links? Thanks!
 
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 postmas...@qvii.com
 
 
 


-- 
RT Training in Seattle, June 19-20: http://bestpractical.com/training

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

[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.
--For email related issues, please contact postmas...@qvii.com
 
 
 


-- 
RT Training in Seattle, June 19-20: http://bestpractical.com/training

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

[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 for helping us help you help us all.
--For email related issues, please contact postmas...@qvii.com


-- 
RT Training in Seattle, June 19-20: http://bestpractical.com/training

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

[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 [127.0.0.1/25] failed: Connection
refused.

Now, to get to the question Thomas posed to me as well as for
clarification:
 
We're looking to deploy a second RT instance for our Service Department
(our IT Dept system might get rebuilt as I have yet to get an answer
from the distro list as to why my file attachments can now no longer be
over 1MB after a database mangling). This ticket desk needs to
communicate to clients our on the Internet. The thinking was to just
have a simple SMTP agent to send the mail out  have fetchmail poll the
server for incoming versus running a full-on mail server.
 
We run an Exchange server that relays out to a Postfix server, then to
the Internet.
 
Why is it Postfix is needed? Why can't I have lighter weight agents do
the work instead? The problem I had with Postfix is for some reason on
my new RT system the moment I add the smtpd_recipient_restrictions and
put anything down there to restrict, Postfix stops working completely. I
want to control what email addresses leave the system.
 
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 postmas...@qvii.com
 
 
 


-- 
RT Training in Seattle, June 19-20: http://bestpractical.com/training

[rt-users] MSMTP doesn't run

[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 fetchmail script picks
up email correspondence ok.
 
What could I be doing wrong?
 
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 postmas...@qvii.com
 
 
 


-- 
RT Training in Seattle, June 19-20: http://bestpractical.com/training

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

[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 ticket replies (i.e.: remove the checkbox
from the Requestor by default). Is there a way to do this?
 
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 postmas...@qvii.com
 
 
 


-- 
RT Training in Seattle, June 19-20: http://bestpractical.com/training

[rt-users] Proper way to backup RT Database

[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 configuration again (not that bad).
 
The command I'm using to backup my RT databases is:
mysqldump -u root -pPASSWORD --result-file=G:\BACKUPS\RT-DATE.sql
 
Is this how the database should get backed up? Why did it only back up
some tables but not all? I've already got one RT system with a borked
database I haven't been able to get help with yet. With the scale of the
one I'm going to be launching I CANNOT afford for backups/restores to
not work.
 
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 postmas...@qvii.com
 
 
 


-- 
RT Training in Seattle, June 19-20: http://bestpractical.com/training

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

[Cena, Stephen (ext. 300)]

No errors showed up in the command prompt when I ran the back up. I did
get the warning: don't put a password in the file its dangerous (which
I expected).

First, I used the GUI to restore (MySQL Workbench). I pointed it to the
.SQL file, told it to overwrote 'rt4service' and clicked Import. It
imported the 45 tables that were exported.

For the console version, I did:

mysql -u root -p rt4service  backup.sql

Which also didn't work. I think what happened is it just didn't get all
68 tables. It just did 45. Then, when I dropped all the tables because
all my old data was still present after there were obviously tables
missing.

I'm going to take a look at the link provided  then do some more
testing. (This might also explain why I had such awful lick with moving
from MySQL to MariaDB and back).

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 postmas...@qvii.com
 
 

-Original Message-
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of
rt-users-requ...@lists.bestpractical.com
Sent: Thursday, May 23, 2013 12:00 PM
To: rt-users@lists.bestpractical.com
Subject: rt-users Digest, Vol 110, Issue 33

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Today's Topics:

   1. Re: Proper way to backup RT Database (Jim Brandt)


--

Message: 1
Date: Thu, 23 May 2013 11:38:19 -0400
From: Jim Brandt jbra...@bestpractical.com
To: rt-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 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 configuration again (not that bad).
 The command I'm using to backup my RT databases is:
 mysqldump -u root -pPASSWORD --result-file=G:\BACKUPS\RT-DATE.sql
 Is this how the database should get backed up? Why did it only back up

 some tables but not all? I've already got one RT system with a borked 
 database I haven't been able to get help with yet. With the scale of 
 the one I'm going to be launching I CANNOT afford for backups/restores

 to not work.

There are docs on backups here that might help:

http://bestpractical.com/rt/docs/latest/backups.html

Those dump just the RT database.

Also, maybe show the command you used to restore from the backup? Any
errors during the dump or restore?


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End of rt-users Digest, Vol 110, Issue 33
*


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

[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 contact postmas...@qvii.com


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

[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 help us all.
--For email related issues, please contact postmas...@qvii.com
 
 
 


-- 
RT Training in Seattle, June 19-20: http://bestpractical.com/training

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

[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,
ContentEncoding, Content, TransactionId) VALUES (?, ?, ?, ?, ?, ?, ?, ?,
?, ?, ?)' at /usr/local/share/perl/5.14.2/DBIx/SearchBuilder/Handle.pm
line 600.

I decided to switch back to MySQL from MariaDB and now when I try to do
file attachments, I sometimes get a white screen or the file uploads
but it won't attach. I'm not seeing the following errors in my logs:
 
[Mon May 20 13:44:56 2013] [warning]: DBD::mysql::st execute failed:
MySQL server has gone away at
/usr/local/share/perl/5.14.2/Apache/Session/Store/DBI.pm line 67.
(/usr/local/share/perl/5.14.2/Apache/Session/Store/DBI.pm:67)
[Mon May 20 13:44:56 2013] [warning]:   (in cleanup) DBD::mysql::st
execute failed: MySQL server has gone away at
/usr/local/share/perl/5.14.2/Apache/Session/Store/DBI.pm line 67.

 
[Mon May 20 13:44:56 2013] [warning]: DBD::mysql::st execute failed:
MySQL server has gone away at
/usr/local/share/perl/5.14.2/Apache/Session/Lock/MySQL.pm line 71.
(/usr/local/share/perl/5.14.2/Apache/Session/Lock/MySQL.pm:71)
[Mon May 20 13:44:56 2013] [warning]:   (in cleanup) DBD::mysql::st
execute failed: MySQL server has gone away at
/usr/local/share/perl/5.14.2/Apache/Session/Lock/MySQL.pm line 71.

What is happening???
 
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 postmas...@qvii.com
 
 
 


-- 
RT Training in Seattle, June 19-20: http://bestpractical.com/training

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

[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, Parent, Created, ContentEncoding, Content,
TransactionId) VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?)' at
/usr/local/share/pe
rl/5.14.2/DBIx/SearchBuilder/Handle.pm line 600.
 
DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0xbd328224)',
'INSERT INTO Attachments (Subject, ContentType, Filename, Head...', '06
0741-2_new.pdf', 'application/pdf', '060741-2_new.pdf', 'Subject:
060741-2_new.pdf\x{a}MIME-Version: 1.0\x{a}Content-Type: app...', '',
821, 20024, ...
) called at /usr/local/share/perl/5.14.2/DBIx/SearchBuilder/Handle.pm
line 350

 
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 postmas...@qvii.com
 
 
 


-- 
RT Training in Seattle, June 19-20: http://bestpractical.com/training

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

[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 error.log
  [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:335]
  [/opt/rt4/share/html/autohandler:53]
(/opt/rt4/sbin/../lib/RT/Interface/Web/Handler.pm:208)
[Wed May  8 19:53:28 2013] [error]: Can't call method Content on an
undefined value at /opt/rt4/share/html/Admin/Global/MyRT.html line 69.
 
Stack:
  [/opt/rt4/share/html/Admin/Global/MyRT.html:69]
  [/opt/rt4/share/html/Admin/autohandler:49]
  [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:634]
  [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:335]
  [/opt/rt4/share/html/autohandler:53]
(/opt/rt4/sbin/../lib/RT/Interface/Web/Handler.pm:208)

2. I'm just about ready to deploy our second RT server, and the service
department is asking me if it is possible to modify the ticket display
so that the most recent posts/comments are at the top. Is there a way to
change that?
 
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 postmas...@qvii.com
 
 
 

[rt-users] Custom numbering scheme?

[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 next year have 20141 to 2014n and so on.
 
Is something like this possible, or should I just tell them it's too
difficult?
 
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 postmas...@qvii.com
 
 
 

[rt-users] Accessing custom fields in Ticket Search

[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 them).
 
Is there a way to do searches against custom fields via the web
interface? If so, how?
 
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 postmas...@qvii.com
 
 
 

[rt-users] RT MariaDB support

[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 MariaDB. Has anyone tried using MariaDB with RT? Is it
supported? Issues? Is there an alternate database I should be using?

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

[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 you for helping us help you help us all.


Final RT training for 2012 in Atlanta, GA - October 23  24
  http://bestpractical.com/training

We're hiring! http://bestpractical.com/jobs

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

[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 area is blank. I'm looking through the error logs,
but I can't seem to find anything. Is there a setting/permission I need
to change to allow content to be created? This would really make our
system pop if I could get this working.
 
Stephen Cena
MIS/IT Dept - Quality Vision International
850 Hudson Ave
Rochester,NY. 14621
Ph: 585-544-0450 x300
Thank you for helping us help you help us all.
 


Final RT training for 2012 in Atlanta, GA - October 23  24
  http://bestpractical.com/training

We're hiring! http://bestpractical.com/jobs

[rt-users] Content field missing from Articles

[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?
 
Stephen Cena
MIS/IT Dept - Quality Vision International
850 Hudson Ave
Rochester,NY. 14621
Ph: 585-544-0450 x300
Thank you for helping us help you help us all.
 

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

[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

[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 administrator.
Couldn't find Ticket for reminder 245. Please contact administrator.
Couldn't find Ticket for reminder 70. Please contact administrator.

I'll see if I can find some other information.

Thanks to all for the help I have received so far. It is appreciated!

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

[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 reminder on her end for this ticket.