Re: [rt-users] SLA Extension - searching for tickets with SLA not set

2017-02-01 Thread Jeffrey Pilant
Chris McClement writes: >I can't figure out how to search for a field (specifically, "SLA") that is >unset: > >Tickets that are emailed to our helpdesk are inserted into a "Helpdesk" >queue and from there an operator reviews the content and then assigns the >ticket to the relevant queue. > >The

Re: [rt-users] no alert for invalid mail addresses

2017-01-06 Thread Jeffrey Pilant
Martin Wheldon writes: > You might want to checkout the perl module Regex::Common::Email::Address I looked at that http://search.cpan.org/~cwest/Regexp-Common-Email-Address-1.01/lib/Regexp/Common/Email/Address.pm Provides a regex to match email addresses as defined by RFC 2822.

Re: [rt-users] no alert for invalid mail addresses

2017-01-05 Thread Jeffrey Pilant
Petr Hanousek writes: >Hi geeks, >sometimes someone here mistypes the mail address of Requestor or CC. The >typos in addresses are various, my question is about the really obvious >ones. Like if you put to CC an address "a@b". Is there any mechanism in >RT to detect such mistakes and say something

Re: [rt-users] Group Rights

2016-10-28 Thread Jeffrey Pilant
Ron Yacketta writes: >Are group rights Additive? We have a Group that contains other groups with >certain granted rights, we would like to give one of the included groups >the ability to mange users. > >Will RT grant all the rights allowed in the Containing group as well as >those assigned

Re: [rt-users] Randomizing / Masking Ticket Numbers / or Intelligently concatenating multiple numbers as ticket number.

2016-10-28 Thread Jeffrey Pilant
Reza writes: >Thinking out of the box, a Random Number is not necessary if we can mask >it from email responses. In my specific case, I do not want non-staff >to access RT. Only support agents. > >Is some sort of ID number absolutely necessary in the subject field and >can this be removed?

Re: [rt-users] Greetings from a New RT user in Toronto.

2016-10-25 Thread Jeffrey Pilant
Reza writes: >The use case for random IDs is quite simple. Ascending / serial number >of IDs compromises confidentiality. End users would be able to guess >how busy I could be with the amount of tickets answered. Its something >I don't want to disclose. Almost ALL ticketing systems I have

Re: [rt-users] Greetings from a New RT user in Toronto.

2016-10-25 Thread Jeffrey Pilant
Reza writes: >The last 24-48 hrs has been an amazing learning experience. I feel >as-if I can do Kung Fu now :) > > From my recent agenda of: > > 1. Create Random Ticket numbers. > 2. Suppress "RT System Itself - Outgoing email recorded" > 3. Customization of Auto ticket reply. > 4. Assigning

Re: [rt-users] Delivery Status Notification

2016-10-25 Thread Jeffrey Pilant
Maik Nergert writes: >is there a simple way to proof, that a message and the attachment was >delivered to the recipient? >It would be much better if the recipient has to confirm, that the >message arrived and he has read it. SMTP, by definition cannot do this. It cannot even guarantee

Re: [rt-users] RT4.4.1 ignoring two of four files in RT_SiteConfig.d

2016-10-24 Thread Jeffrey Pilant
You write: >I'm more confused the more I look at my configuration files problem. >According to my system configuration page, RT is loading four files: >RT_Config.pm, RT_SiteConfig.pm, RT_SiteConfig.d/01-timezone.pm, and >RT_SiteConfig.d/04-logging.pm. It is simply ignoring 02-debconf.pm and

Re: [rt-users] The role of roles in 4.4

2016-10-12 Thread Jeffrey Pilant
Alex Hall Wrote: >In the release notes for RT 4.4.0, the concept of "roles" is brought up. >The note says: > > * RT now has support for custom roles, along the lines of Requestor, >Owner, >Cc, and AdminCc. These roles can be single-member or multi-member. >Privileges can be assigned to

Re: [rt-users] Match isWatcher and part of subjectline

2016-10-06 Thread Jeffrey Pilant
Joel Bergmark Writes: >Could anyone assist with this scrip? > >This matches $match2 at every time, regardless if both $match1 and $match2 is >present in the subject-line. Hence the If(index part is not working, any good >perl-people that can correct it? Both matches must be present to not return

Re: [rt-users] Getting SetTimeWorkedAutomatically Working in RT 4.2.9

2016-08-02 Thread Jeffrey Pilant
geraldsnm writes: > Our management is adamant about having time tracked automatically on > tickets. > > I've been banging my head against a wall for 2 months trying to get this to > work VIA pure SQL until I realized that the data model seems to not support > it. Specifically although there's a

Re: [rt-users] "Ticketmaster of the day" functionality

2016-07-27 Thread Jeffrey Pilant
Christopher Kunz wrote: > what's the easiest way to implement a functionality where > - one person per day is made "Ticket master" and receives all incoming > new tickets as well as replies to unowned tickets > - Nobody else receives these mails > - Across several queues (3-5) > Can this be

Re: [rt-users] How RT know it's new or not ticket

2016-06-22 Thread Jeffrey Pilant
Albert Shih wrote: >Le 22/06/2016 à 16:21:25+0000, Jeffrey Pilant a écrit >> Albert Shih writes: >> The design of RT will route email with a subject containing the ticket >> number to the queue where the ticket is. If that is in a queue the >> email sender is not allow

Re: [rt-users] How RT know it's new or not ticket

2016-06-22 Thread Jeffrey Pilant
Albert Shih writes: >I would like to know on which header/subject RT know a incomming mail >(throught rt-mailgate) is a answer to a old ticket. > >I ask that because I got this problem : > > 2 queues on our RT. One open ? A??, one ??B ??mostly close strict > > A ticket is created in B. > > Some

Re: [rt-users] problems attaching files

2016-04-27 Thread Jeffrey Pilant
liam writes: >We are using RT 4.4.0 and appear to be having problems attaching files >over some size around 100k. If we try to send an email with a larger >attachment, the mail message just drops on the floor. If we try to attach >a file through the web interface, the icon has an X over it and

Re: [rt-users] search for 'this week'?

2016-04-15 Thread Jeffrey Pilant
Stephen Dowdy wrote: > I created saved searches: > >"This Week's Tickets" = Created > 'Last Sunday' >"Last Week's Tickets" = Created > 'Sunday Before Last' AND Created < > 'Last Sunday' >"Today's Tickets" = Created > 'Midnight' >"Yesterday's Tickets" = Created >

[rt-users] Display custom fields in a ticket

2016-03-30 Thread Jeffrey Pilant
That's odd. I added the following to RT_SiteConfig.pm: Set(%CustomFieldGroupings, 'RT::Ticket' => [ 'Custom Fields' => ['A', 'B', 'C', 'D', 'E', 'F', 'G', 'H',

Re: [rt-users] Display custom fields in a ticket

2016-03-30 Thread Jeffrey Pilant
Joop wrote: > Anything that isn't in RT_SiteConfig.pm has a default that should give > you a working RT. > You didn't change anything in RT_Config.pm? > > I'm at the end of my wits. Can't think of anything that would cause this > without having access to the systems. RT_Config.pm is untouched.

[rt-users] Display custom fields in a ticket

2016-03-29 Thread Jeffrey Pilant
Joop wrote: > In 4.2 BP introduced the concept of CustomFieldGrouping where you can > add CFs to other metadata blocks like Dates or People thats why > ShowSummary is different. > Could it be that the configuration variable todo wiht CF-Grouping has > been modified (incorrectly)?? > > Joop

[rt-users] Display custom fields in a ticket

2016-03-28 Thread Jeffrey Pilant
Joop wrote: > Jeffrey Pilant wrote: > > Could this be a customization of the old system? If so, what files would > > exist > > to hold the customization? [I know there is an overload mechanism, and > > maybe some > > config stuff, but I don't recall the det

[rt-users] Display custom fields in a ticket

2016-03-28 Thread Jeffrey Pilant
Joop wrote: >I just logged into our RT instance to make sure I use the correct terms. >Goto the top menu: Admin/CustomFields/Select >Make sure you have ticket CFs displayed (Only show custom fields for Field) >Select one that is visible in the old system. >Now select 'Applies to' from the top

[rt-users] Display custom fields in a ticket

2016-03-23 Thread Jeffrey Pilant
Joop wrote: >On 22-3-2016 23:05, Jeffrey Pilant wrote: >> I have a local VM with the old install in working condition, so I have >> all the files and data. >> >> Not sure where to look. > >Could you post screenshots of the working display vs the non working one &g

[rt-users] Display custom fields in a ticket

2016-03-22 Thread Jeffrey Pilant
Joop wrote: >On 22-3-2016 18:56, Jeffrey Pilant wrote: >> I am a novice at RT. I was given an instance of RT 3.8.4 to upgrade a >> while ago. >> >> I upgraded it into RT 4.2.10. Seemed to be OK. At least it ran. >> >> Today, months later, I was

[rt-users] Display custom fields in a ticket

2016-03-22 Thread Jeffrey Pilant
I am a novice at RT. I was given an instance of RT 3.8.4 to upgrade a while ago. I upgraded it into RT 4.2.10. Seemed to be OK. At least it ran. Today, months later, I was informed the tickets are not displaying the custom fields that used to be there. I have confirmed that the field

Re: [rt-users] script problem with ticket create.

2015-12-29 Thread Jeffrey Pilant
norman writes: >Hi. >I seem to be missing something. >there is no "on correspond auto-reply to requester" script that i can >see, Only the script i laid out earlier. >If i disable the following script, it fixes the issues but also disables >my aupo-reply on create. >The script is laid out as

Re: [rt-users] Transfer Tickets Between Instances

2015-12-10 Thread Jeffrey Pilant
Matt Brennan writes: > We currently run RT for a number of internal teams (Helpdesk, NetOps, >System Ops, Marketing Ops, Sales Ops). Our customer support team wants to >migrate off of Zendesk to RT, however they want their own independent >instance (because they want to be root on it). > > One

Re: [rt-users] RT::Extension::LDAPImport and nested groups in Active Directory

2015-11-03 Thread Jeffrey Pilant
Benjamin Klier writes: >I'm trying to import my users and groups from Active Directory. Getting >in the users works just fine, but importing the groups (with a >$LDAPGroupFilter like (|(CN=MY_RT_USERS_*)) ) is giving some errors. > > >The problem seems to be that in our AD the main groups

Re: [rt-users] Searching for repeating tickets

2015-09-30 Thread Jeffrey Pilant
Keith Edmunds wrote: >We're using the Repeat Ticket extension >(http://blog.bestpractical.com/2013/03/scheduled-ticket-creation-in-rt.html). > >I want to search for all "base" repeating tickets, and the only criteria I >can come up with to identify them is to search for tickets where the custom

Re: [rt-users] RT CLI CF query operators

2015-09-01 Thread Jeffrey Pilant
Support at pureview.com wrote: > I trying to use RT CLI on a CF for operators and I having a hard time to > get this working. Can any help on this. I do not know what I'm doing > wrong. > rt list -i "'CF.{Modtrak}' > 0 AND Created >= '2015-07-01' AND Create <= > '2015-07-31'" > rt: Invalid query:

Re: [rt-users] Custom Charting and Tables

2015-08-31 Thread Jeffrey Pilant
Anton Panetta wrote: >Hi There >I'm curious if anyone else has attempted or found a way to achieve this. >What I am >Able to make is this (sort for the lack of formatting) > > Ticket >Queue Statuscount >new 11 >open

Re: [rt-users] Creating Tickets in RT with a redirected email

2015-07-30 Thread Jeffrey Pilant
On 29-7-2015 1:12, Joop writes: On 29-7-2015 1:12, Jeff Smith wrote: Thanks for your insight. I've looked at the headers from one of the messages and I cannot find anything related to bulk preference (literally, a string search cannot find bulk anywhere in the headers), but I do have a

Re: [rt-users] RT 3.8.8 upgrade stacked on database upgrade

2015-07-02 Thread Jeffrey Pilant
On 02/07/15 14:55, Josep Manel Andr?s wrote: make upgrade-database And at this point the upgrade stops and drops an error (after filling up the disk). I've got a 10G database within a 100G hard drive, : : The file that is taking up the space is: #sql-ib162-2876089901.ibd nearly 80G

Re: [rt-users] RT 3.8.8 upgrade stacked on database upgrade

2015-07-02 Thread Jeffrey Pilant
Joop wrote: Have a look at the upgrade-articles script and see if other things might be missing. From the above it looks like the 'update links' step didn't work out OK. I checked the script. The Links were already done before the error. The Transactions, failed, but my manual update did the

Re: [rt-users] RT 4.2.10: Renumber imported tickets -- solved

2015-06-30 Thread Jeffrey Pilant
Joop wrote: On 29-6-2015 2:26, Jeffrey Pilant wrote: Joop wrote: On 26-6-2015 19:52, Jeffrey Pilant wrote: I am trying to import data from RT 3.8.4 into RT 4.2.10. I first tried to update in place, but that failed. [Ancient version of Ubuntu (9.10, current LTS 14) with ancient Perl

Re: [rt-users] RT 4.2.10: Renumber imported tickets

2015-06-28 Thread Jeffrey Pilant
Joop wrote: On 26-6-2015 19:52, Jeffrey Pilant wrote: I am trying to import data from RT 3.8.4 into RT 4.2.10. I first tried to update in place, but that failed. [Ancient version of Ubuntu (9.10, current LTS 14) with ancient Perl and ancient Apache.] I next did a clean install on SUSE (12.2

[rt-users] RT 4.2.10: Renumber imported tickets

2015-06-26 Thread Jeffrey Pilant
I am trying to import data from RT 3.8.4 into RT 4.2.10. I first tried to update in place, but that failed. [Ancient version of Ubuntu (9.10, current LTS 14) with ancient Perl and ancient Apache.] I next did a clean install on SUSE (12.2, 64bit), which worked. Now I need to add the old data. I