[rt-users] Trouble Forwarding History When it's over a few KB
Hello, Just curious to know if any has had an issue when they try to forward the History on a Ticket and it not go through the mail system when it's larger than 100 KB? I can send if I only forward one section but there are times when we need to forward more. Most of the time we need the picture attachments that I have in-line. I think I am using FetchMail on Ubuntu CLI V/R, Daniel Moore IT Systems Technician Osborne Wood Products, Inc. [osborne] P: 706.282.5764 <>- RT 4.4 and RTIR Training Sessions https://bestpractical.com/training * Los Angeles - September, 2016
[rt-users] RT 4.2.6 Set Priority Via Mobile Interface
Hello, I am still new to RT and I know that we have the Mobile Interface now and I've seen in multiple places where you cannot set the Priority or change other "Basic" information using the Mobile version. I just wandering if anyone had an extension or scrip that would us change that information via the mobile application. V/R, Daniel Moore IT Systems Technician Osborne Wood Products, Inc. [http://hosting-source.bm23.com/9241/public/OsborneLogo111.jpg] P: 706.282.5764 F: 888.777.4304 http://www.osbornewood.com
Re: [rt-users] Ticket Changes Queue when updated
I hope this attaches. Here is what I got. This is the only thing we have that automatically changes status based on a reply. [cid:image001.png@01D10120.AEF79F20] V/R, Daniel Moore IT Systems Technician Osborne Wood Products, Inc. [http://hosting-source.bm23.com/9241/public/OsborneLogo111.jpg] P: 706.282.5764 F: 888.777.4304 http://www.osbornewood.com From: Matt Zagrabelny [mailto:mzagr...@d.umn.edu] Sent: Wednesday, October 07, 2015 4:24 PM To: Daniel Moore Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Ticket Changes Queue when updated On Wed, Oct 7, 2015 at 2:50 PM, Daniel Moore <daniel.mo...@osbornewood.com<mailto:daniel.mo...@osbornewood.com>> wrote: Hello, I thought I had found the answer this a long time ago but I cannot seem to locate it now. We have several queues set up and when a user updates something on their ticket (priority, reply, etc) The ticket will automatically bounce out of whatever queue it is in into another queue. For most it’s our default queue that all tickets go into. How do I keep tickets from changing queues when the user updates the ticket? What do your scrips look like? There is a default scrip that changes the status (not the queue) of a ticket when a ticket gets updated. -m
[rt-users] Ticket Changes Queue when updated
Hello, I thought I had found the answer this a long time ago but I cannot seem to locate it now. We have several queues set up and when a user updates something on their ticket (priority, reply, etc) The ticket will automatically bounce out of whatever queue it is in into another queue. For most it's our default queue that all tickets go into. How do I keep tickets from changing queues when the user updates the ticket? V/R, Daniel Moore IT Systems Technician Osborne Wood Products, Inc. [http://hosting-source.bm23.com/9241/public/OsborneLogo111.jpg] P: 706.282.5764 F: 888.777.4304 http://www.osbornewood.com
Re: [rt-users] Increase size of attachment when using web interaface to attach items
Hello, I must have done something right going through all of the examples as I got this to work at the end of the day yesterday. Thank you all for your advice and knowledge as it proved helpful to resolve my issue. V/R, Daniel Moore IT Systems Technician Osborne Wood Products, Inc. [Description: http://hosting-source.bm23.com/9241/public/OsborneLogo111.jpg] P: 706.282.5764 F: 888.777.4304 http://www.osbornewood.com From: rt-users [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Teddy Thomas Sent: Thursday, August 06, 2015 1:05 AM To: Aaron McCormack Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Increase size of attachment when using web interaface to attach items Aaron- I think you might also need to change a setting in your RT config. This doc might be helpful: https://www.bestpractical.com/docs/rt/4.0/RT_Config.html As a tangent, at one point, a colleague of mine mentioned looking at Dropbox integration with RT. I could put you in touch with them if you were interested in finding out more. Hope this helps a little. Good luck. -Teddy On Wednesday, Aug 5, 2015 at 2:37 PM, Aaron McCormack aa...@backblaze.commailto:aa...@backblaze.com, wrote: I'd suggest hosting the executable elsewhere and including a link in the ticket, rather than sending a 34MB executable via e-mail. Many mail servers won't like the extension even if it accepts 34MB attachments. On Aug 5, 2015, at 10:01 AM, Daniel Moore daniel.mo...@osbornewood.commailto:daniel.mo...@osbornewood.com wrote: So I have checked my fcgid.conf file in mods-available and it is set properly Is there any way to make the database bigger? The logs speak about the database. V/R, Daniel Moore IT Systems Technician Osborne Wood Products, Inc. image001.jpg P: 706.282.5764tel:706.282.5764 F: 888.777.4304tel:888.777.4304 http://www.osbornewood.comhttp://www.osbornewood.com/ From: rt-users [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Daniel Moore Sent: Wednesday, August 05, 2015 10:45 AM To: Joanne McClintock Cc: rt-users@lists.bestpractical.commailto:rt-users@lists.bestpractical.com Subject: Re: [rt-users] Increase size of attachment when using web interaface to attach items Hello, Thank you for the information. I am just very confused on where to update this. The link you gave helps me understand why I need to make changes but doesn’t really tell me where. I am not good with Linux so I don’t understand where mod_fcgi is? Can you point me in the direction of where I need to make the change? V/R, Daniel Moore IT Systems Technician Osborne Wood Products, Inc. image001.jpg P: 706.282.5764tel:706.282.5764 F: 888.777.4304tel:888.777.4304 http://www.osbornewood.comhttp://www.osbornewood.com/ From: Joanne McClintock [mailto:joanne.mcclint...@uwaterloo.ca]mailto:%5Bmailto:joanne.mcclint...@uwaterloo.ca%5D Sent: Wednesday, August 05, 2015 10:30 AM To: Daniel Moore Subject: RE: Increase size of attachment when using web interaface to attach items Have you checked the FcgidMaxRequestLength value for your server? In older versions of mod_fcgid, the value was set to 1GB—it’s much, much smaller by default in versions since 2.3.6. There’s a bit more information here: https://bestpractical.com/docs/rt/latest/web_deployment.html#mod_fcgid From: rt-users [mailto:rt-users-boun...@lists.bestpractical.com]mailto:%5Bmailto:rt-users-boun...@lists.bestpractical.com%5D On Behalf Of Daniel Moore Sent: Wednesday, August 05, 2015 10:08 AM To: rt-users@lists.bestpractical.commailto:rt-users@lists.bestpractical.com Subject: Re: [rt-users] Increase size of attachment when using web interaface to attach items Here is the error in the logs: mod_fcgid: error reading data, FastCGI server closed connection, referrer:https://rt.myserver.com/Ticket/Update.html?Action=Respond;id=(TicketNumber) V/R, Daniel Moore IT Systems Technician Osborne Wood Products, Inc. image001.jpg P: 706.282.5764tel:706.282.5764 F: 888.777.4304tel:888.777.4304 http://www.osbornewood.comhttp://www.osbornewood.com/ From: rt-users [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Daniel Moore Sent: Wednesday, August 05, 2015 9:57 AM To: rt-users@lists.bestpractical.commailto:rt-users@lists.bestpractical.com Subject: [rt-users] Increase size of attachment when using web interaface to attach items Hello, I need to know how to increase the size of attachments when using the web interface to attach items to the ticket. Steps to follow: Click any ticket number click Actions in the top right corner (drop down menu) click Reply Click Browse underneath the big message box. Find your item , select it, and click open. Then click Update Ticket. The item I am trying to upload is a “.exe” file that is 34 MB It doesn’t return an error on RT just doesn’t attach anything. I haven’t checked the Linux logs yet but I know there has to be an RT Config setting that will enable this. PS I have already adjusted
[rt-users] Increase size of attachment when using web interaface to attach items
Hello, I need to know how to increase the size of attachments when using the web interface to attach items to the ticket. Steps to follow: Click any ticket number click Actions in the top right corner (drop down menu) click Reply Click Browse underneath the big message box. Find your item , select it, and click open. Then click Update Ticket. The item I am trying to upload is a .exe file that is 34 MB It doesn't return an error on RT just doesn't attach anything. I haven't checked the Linux logs yet but I know there has to be an RT Config setting that will enable this. PS I have already adjusted the settings for the mail and it doesn't work for the web interface. V/R, Daniel Moore IT Systems Technician Osborne Wood Products, Inc. [Description: http://hosting-source.bm23.com/9241/public/OsborneLogo111.jpg] P: 706.282.5764 F: 888.777.4304 http://www.osbornewood.com
Re: [rt-users] Increase size of attachment when using web interaface to attach items
Here is the error in the logs: mod_fcgid: error reading data, FastCGI server closed connection, referrer: https://rt.myserver.com/Ticket/Update.html?Action=Respond;id=(TicketNumber) V/R, Daniel Moore IT Systems Technician Osborne Wood Products, Inc. [Description: http://hosting-source.bm23.com/9241/public/OsborneLogo111.jpg] P: 706.282.5764 F: 888.777.4304 http://www.osbornewood.com From: rt-users [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Daniel Moore Sent: Wednesday, August 05, 2015 9:57 AM To: rt-users@lists.bestpractical.com Subject: [rt-users] Increase size of attachment when using web interaface to attach items Hello, I need to know how to increase the size of attachments when using the web interface to attach items to the ticket. Steps to follow: Click any ticket number click Actions in the top right corner (drop down menu) click Reply Click Browse underneath the big message box. Find your item , select it, and click open. Then click Update Ticket. The item I am trying to upload is a .exe file that is 34 MB It doesn't return an error on RT just doesn't attach anything. I haven't checked the Linux logs yet but I know there has to be an RT Config setting that will enable this. PS I have already adjusted the settings for the mail and it doesn't work for the web interface. V/R, Daniel Moore IT Systems Technician Osborne Wood Products, Inc. [Description: http://hosting-source.bm23.com/9241/public/OsborneLogo111.jpg] P: 706.282.5764 F: 888.777.4304 http://www.osbornewood.com
Re: [rt-users] Increase size of attachment when using web interaface to attach items
Hello, Thank you for the information. I am just very confused on where to update this. The link you gave helps me understand why I need to make changes but doesn't really tell me where. I am not good with Linux so I don't understand where mod_fcgi is? Can you point me in the direction of where I need to make the change? V/R, Daniel Moore IT Systems Technician Osborne Wood Products, Inc. [Description: http://hosting-source.bm23.com/9241/public/OsborneLogo111.jpg] P: 706.282.5764 F: 888.777.4304 http://www.osbornewood.com From: Joanne McClintock [mailto:joanne.mcclint...@uwaterloo.ca] Sent: Wednesday, August 05, 2015 10:30 AM To: Daniel Moore Subject: RE: Increase size of attachment when using web interaface to attach items Have you checked the FcgidMaxRequestLength value for your server? In older versions of mod_fcgid, the value was set to 1GB-it's much, much smaller by default in versions since 2.3.6. There's a bit more information here: https://bestpractical.com/docs/rt/latest/web_deployment.html#mod_fcgid From: rt-users [mailto:rt-users-boun...@lists.bestpractical.com]mailto:[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Daniel Moore Sent: Wednesday, August 05, 2015 10:08 AM To: rt-users@lists.bestpractical.commailto:rt-users@lists.bestpractical.com Subject: Re: [rt-users] Increase size of attachment when using web interaface to attach items Here is the error in the logs: mod_fcgid: error reading data, FastCGI server closed connection, referrer: https://rt.myserver.com/Ticket/Update.html?Action=Respond;id=(TicketNumber) V/R, Daniel Moore IT Systems Technician Osborne Wood Products, Inc. [Description: http://hosting-source.bm23.com/9241/public/OsborneLogo111.jpg] P: 706.282.5764 F: 888.777.4304 http://www.osbornewood.com From: rt-users [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Daniel Moore Sent: Wednesday, August 05, 2015 9:57 AM To: rt-users@lists.bestpractical.commailto:rt-users@lists.bestpractical.com Subject: [rt-users] Increase size of attachment when using web interaface to attach items Hello, I need to know how to increase the size of attachments when using the web interface to attach items to the ticket. Steps to follow: Click any ticket number click Actions in the top right corner (drop down menu) click Reply Click Browse underneath the big message box. Find your item , select it, and click open. Then click Update Ticket. The item I am trying to upload is a .exe file that is 34 MB It doesn't return an error on RT just doesn't attach anything. I haven't checked the Linux logs yet but I know there has to be an RT Config setting that will enable this. PS I have already adjusted the settings for the mail and it doesn't work for the web interface. V/R, Daniel Moore IT Systems Technician Osborne Wood Products, Inc. [Description: http://hosting-source.bm23.com/9241/public/OsborneLogo111.jpg] P: 706.282.5764 F: 888.777.4304 http://www.osbornewood.com
[rt-users] FW: Increase size of attachment when using web interaface to attach items
So I have checked my fcgid.conf file in mods-available and it is set properly Is there any way to make the database bigger? The logs speak about the database. V/R, Daniel Moore IT Systems Technician Osborne Wood Products, Inc. [Description: http://hosting-source.bm23.com/9241/public/OsborneLogo111.jpg] P: 706.282.5764 F: 888.777.4304 http://www.osbornewood.com From: rt-users [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Daniel Moore Sent: Wednesday, August 05, 2015 10:45 AM To: Joanne McClintock Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Increase size of attachment when using web interaface to attach items Hello, Thank you for the information. I am just very confused on where to update this. The link you gave helps me understand why I need to make changes but doesn't really tell me where. I am not good with Linux so I don't understand where mod_fcgi is? Can you point me in the direction of where I need to make the change? V/R, Daniel Moore IT Systems Technician Osborne Wood Products, Inc. [Description: http://hosting-source.bm23.com/9241/public/OsborneLogo111.jpg] P: 706.282.5764 F: 888.777.4304 http://www.osbornewood.com From: Joanne McClintock [mailto:joanne.mcclint...@uwaterloo.ca]mailto:[mailto:joanne.mcclint...@uwaterloo.ca] Sent: Wednesday, August 05, 2015 10:30 AM To: Daniel Moore Subject: RE: Increase size of attachment when using web interaface to attach items Have you checked the FcgidMaxRequestLength value for your server? In older versions of mod_fcgid, the value was set to 1GB-it's much, much smaller by default in versions since 2.3.6. There's a bit more information here: https://bestpractical.com/docs/rt/latest/web_deployment.html#mod_fcgid From: rt-users [mailto:rt-users-boun...@lists.bestpractical.com]mailto:[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Daniel Moore Sent: Wednesday, August 05, 2015 10:08 AM To: rt-users@lists.bestpractical.commailto:rt-users@lists.bestpractical.com Subject: Re: [rt-users] Increase size of attachment when using web interaface to attach items Here is the error in the logs: mod_fcgid: error reading data, FastCGI server closed connection, referrer: https://rt.myserver.com/Ticket/Update.html?Action=Respond;id=(TicketNumber) V/R, Daniel Moore IT Systems Technician Osborne Wood Products, Inc. [Description: http://hosting-source.bm23.com/9241/public/OsborneLogo111.jpg] P: 706.282.5764 F: 888.777.4304 http://www.osbornewood.com From: rt-users [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Daniel Moore Sent: Wednesday, August 05, 2015 9:57 AM To: rt-users@lists.bestpractical.commailto:rt-users@lists.bestpractical.com Subject: [rt-users] Increase size of attachment when using web interaface to attach items Hello, I need to know how to increase the size of attachments when using the web interface to attach items to the ticket. Steps to follow: Click any ticket number click Actions in the top right corner (drop down menu) click Reply Click Browse underneath the big message box. Find your item , select it, and click open. Then click Update Ticket. The item I am trying to upload is a .exe file that is 34 MB It doesn't return an error on RT just doesn't attach anything. I haven't checked the Linux logs yet but I know there has to be an RT Config setting that will enable this. PS I have already adjusted the settings for the mail and it doesn't work for the web interface. V/R, Daniel Moore IT Systems Technician Osborne Wood Products, Inc. [Description: http://hosting-source.bm23.com/9241/public/OsborneLogo111.jpg] P: 706.282.5764 F: 888.777.4304 http://www.osbornewood.com
[rt-users] Comment
Hello, Is there anyway to take the comment directly out of lifecycle for the Tickets? I have been able to rename some things but we do not want users commenting on Tickets since the default behavior for a comment is to not reply or send emails at all. We want users to be only click reply when they are replying to their ticket. Please let me know if this is possible. Please do not try to sell me a book. V/R, Daniel Moore IT Systems Technician Osborne Wood Products, Inc. [http://hosting-source.bm23.com/9241/public/OsborneLogo111.jpg] P: 706.282.5764 F: 888.777.4304 http://www.osbornewood.com
[rt-users] Could not load a valid user
Hello, I have an issue where we keep getting emails for ONE particular email that says Cannot load a valid user. I have already added this user into RT. I have even deleted and re-added him (I deleted it from the SQL database and ensured no reference to it all was in RT). He is back in the system. I have configured my RT_SiteConfig.pm three different ways with no avail. Set( $ValidateUserEmailAddress, 1); current setting #Set( $ValidateUserEmailAddress, 0); previous setting Set( $ValidateUserEmailAddress, 0); original setting I do not know why this is still happening even though I have tried to turn this off. I originally set it up because this was new to our organization (this version) and we had a lot of junk emails getting through. I thought I had turned this off by commenting it out. This only effects ONE email address (that I know of) and it happens every day. Is there a way to permanently turn this off so that it doesn't validate users? Oh, and this user has administrator privileges in RT so user rights are not a problem. This is our IT email address. V/R, Daniel Moore IT Systems Technician Osborne Wood Products, Inc. [http://hosting-source.bm23.com/9241/public/OsborneLogo111.jpg] P: 706.282.5764 F: 888.777.4304 http://www.osbornewood.com
[rt-users] Do not email user if they are requestor when also admin cc of a queue
Hello, I have an administrator here in my department that is a Queue Admin CC but he also puts in a lot of tickets for special requests from our contractors. He is then the Queue Admin CC and the Requestor. Also, the contractors have a group email address that is also the admin cc. Therefore, he ends up getting multiple emails for one ticket. I have tried the coding from the Notifications Tuning that is supposed to limit the emails sent out if they are the same for multiple fields; however, that did not work as expected. I fixing the queue and making a new group that includes the individual set of contractors so that he doesn't get emails that way, but that's not what he wants. My question is in two parts (Code will be included at the ends): 1) How can perform a custom condition in the scrips for the queue to not send an email to admin Cc if his email address matches the requestor? OR 2) If I reverse my settings and take him off of admin CC and put him back in the group, how can I check for his email address and code it only to send one email address ? Here's the coding for question number one: Description: Notify AdminCc only if not Requestor Condition: User Defined Action: Notify AdminCcs Template: Custom Custom Condition: First set of code I tried by using another example: my $trans = $self-TransactionObj; return 1 unless $Ticket-RequestorAddresses eq $Ticket-QueueObj-AdminCcAddresses; Return 1; Second code: my $trans = $self-TransactionObj; my $admincc = $self-QueueObj-AdminCcAddresses; my $requestor = $self-RequestorAddresses; return 0 unless $requestor == RT::Nobody-id; return 1; If somone could help me get the coding down that would be great. I don't fully understand Perl yet. V/R, Daniel Moore IT Systems Technician Osborne Wood Products, Inc. [http://hosting-source.bm23.com/9241/public/OsborneLogo111.jpg] P: 706.282.5764 F: 888.777.4304 http://www.osbornewood.com
[rt-users] RT 4.2.9 Incoming Email configuration with https
HI, I am currently testing to upgrade to RT 4.2.9. I am running 4.2.6 successfully under normal http: (port 80). I am not wanting to sacrifice the https: ability with the upgrade to 4.2.9 and would like to still be able to use the full email functionality of RT. Here is my setup. I am running Ubuntu 14.04.1 LTS; I have apache 2 installed with mysql; postfix, and fetchmail. My email server is Microsoft Exchange 2010. I cannot, for the life of me, get the incoming email setup to work with https: enabled. In 4.2.6 I had to disable the redirect and go with just HTTP. Everything I have looked on the Wiki, forums, and blogs all point to Request Tracker 3 and other things. I have read documentation after documentation. I am getting the following Feb 24 15:14:25 hostname fetchmail[1178]: MDA returned nonzero status 75 Feb 24 15:14:25 hostname fetchmail[1178]: not flushed I know this means wrong queue. I went through that with 4.2.6 and, like I said, eventually found the resolution to be switch from HTTPS redirect to simple HTTP. I know this is supposed to work somehow. Here is my /etc/aliases file: root@servername:~# cat /etc/aliases # See man 5 aliases for format postmaster:root rt: |/opt/rt4/bin/rt-mailgate --queue General --action correspond --url https://rttest.domain.local/; Here is my /etc/fetchmailrc file: #Daemon Mode # This file must be chmod 0600, owner fetchmail set daemon 20 set syslog set invisible set no bouncemail ## # Hosts to Poool ## # Defaults == # Set antispam to -1, since it is far easier to use that together with # no bouncemail # defaults: # timeout 300 # antispam -1 # batchlimit 100 poll exchange.domain.local protocol pop3 username u...@domain.com password password mda /opt/rt4/bin/rt-mailgate --queue General --action correspond --url https://rttest.domain.local/; no keep; V/R, Daniel Moore IT Systems Technician Osborne Wood Products, Inc. [http://hosting-source.bm23.com/9241/public/OsborneLogo111.jpg] P: 706.282.5764 F: 888.777.4304 http://www.osbornewood.com
[rt-users] RT 4.2.6 Need a scrip that will check email address and not send email multiple times
Hi, I am looking for a scrip that I can put somewhere in RT that will check for a particular email address and not send more than one email to address. Example, I have a user that belongs to an exchange group that is currently the email for a contractors group that I have set up. He receives multiple emails when he is requestor, admin cc and so on. I have tried to use a scrip I found on the Wiki from the Notifications patch which proved to not work at all for 4.2.6. I am new to Perl but I catch on quick. I am having hard times trying to get the language right. Anyone have an example scrip for this issue? V/R, Daniel Moore IT Systems Technician Osborne Wood Products, Inc. [http://hosting-source.bm23.com/9241/public/OsborneLogo111.jpg] P: 706.282.5764 F: 888.777.4304 http://www.osbornewood.com
