[rt-users] RT Stats, whats your best way to do it?

2016-12-19 Thread Joel Bergmark
Hi all,

I'm using the Activity Report function that Best practical was kind enough to 
update for the 4.4.x release, however it has its short comings when other than 
me need to create them and understand them + lack automation.
I'm curious on how you guys are extracting stats from your RT systems?

I want a way to create stats on different queues to get automatic daily and 
weekly reports, but also user stats and then be able to store it to analyze 
trends over past years etc sent over email. Perhaps there some excellent open 
source stats tool for creating sql queries and then create reports on a front 
end, with ability to email out pdfs and spreadsheets for further processing.

Also, want to send out a huge thanks to everyone in the RT Community, you guys 
are amazing and the collective effort produced here is astonishing! RT is truly 
a powerful platform thanks to the collective! I wish you all a happy holiday!

Regards, Joel Bergmark Telecom3 Sverige AB


[Beskrivning: T3]<http://www.t3.se/>

JOEL BERGMARK
Thirdline support
joel.bergm...@t3.se<mailto:joel.bergm...@t3.se> | www.t3.se<http://www.t3.se/>
[Beskrivning: 
T3]<http://www.facebook.com/pages/Telecom3-Sverige-AB/126032287454737>






[rt-users] Best way to deal with unwanted auto notifications?

2016-12-05 Thread Joel Bergmark
Hi,

I have a problem with "On Correspondance Notify Requestor".

In some cases we have a requestor like  but we get replys from 
 hence the global rule "On Correspondance Notify 
Requestor" applies and sends a mail to the random@ causing a bit of confusion.

How have you guys dealt with such issues?

Regards, Joel


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Re: [rt-users] Extension QueChangeonUpdate

2016-10-27 Thread Joel Bergmark
I have updated the wiki after testing the script on a Ubuntu-server, it still 
work! Also updated the wiki link to an old zip-file found in the archive.

Everything ok :-)

Regards

Från: rt-users [mailto:rt-users-boun...@lists.bestpractical.com] För Joel 
Bergmark
Skickat: den 27 oktober 2016 12:32
Till: rt-users@lists.bestpractical.com
Ämne: [rt-users] Extension QueChangeonUpdate

Hi all,

Have anyone running RT 4.4 dared to use this extension? If so does it work with 
the installation script on RT 4.4.X? Looks like last updated at 2014.

https://rt-wiki.bestpractical.com/wiki/Extension_-_Queue_Change_On_Update

Or perhaps someone has a way to achieve the same with different means? :)

Regards, Joel
-
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* Los Angeles - Q1 2017

[rt-users] Extension QueChangeonUpdate

2016-10-27 Thread Joel Bergmark
Hi all,

Have anyone running RT 4.4 dared to use this extension? If so does it work with 
the installation script on RT 4.4.X? Looks like last updated at 2014.

https://rt-wiki.bestpractical.com/wiki/Extension_-_Queue_Change_On_Update

Or perhaps someone has a way to achieve the same with different means? :)

Regards, Joel
-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Boston - October 24-26
* Los Angeles - Q1 2017

Re: [rt-users] rt-crontool on condition x change queue

2016-10-19 Thread Joel Bergmark
Hello,

Indeed you are right, and I found a guy named Andy Smith in the UK that solved 
the problem, I've attached his solution to the email (not sure if attachments 
works). Put it in rt4/lib/RT/Action/QChange.pm and then call it with relevant 
query with: --action RT::Action::QChange --action-arg YOURQUEUE --template 
'blank'

Works like a charm, I use it in this way for SLA purposes to escalate a TT that 
passes over the defined ServiceAgreement:
rt-crontool --transaction last --search RT::Search::FromSQL --search-arg "Queue 
= 'SLA' AND (Status='new' OR Status='open')" --condition RT::Condition::Overdue 
--action RT::Action::QChange --action-arg QUEUE --template 'SLA-escalation'

Regards, Joel


Från: rt-users [mailto:rt-users-boun...@lists.bestpractical.com] För Emmanuel 
Lacour
Skickat: den 18 oktober 2016 16:01
Till: rt-users@lists.bestpractical.com
Ämne: Re: [rt-users] rt-crontool on condition x change queue

Le 18/10/2016 à 11:03, Joel Bergmark a écrit :
Hi,

Just a quick one this time, is there any easy way to use rt crontool get 
something like this working:

/opt/rt4/bin/rt-crontool --search RT::Search::FromSQL --search-arg "Queue = 'X' 
AND (Status='new' OR Status='open')" --condition RT::Condition::Overdue 
--action RT::Queue  "Newqueue"

I know its not really under rt::action but is there a way to call upon 
rt::queue from this? Tried a bunch of different syntax but get 
"RT::Queue::Prepare Unimplemented in main."



there is no stock SetQueue RT action, you have to write it yourself. Just put 
the following content (untested) in rt/local/lib/RT/Action/SetQueue.pm and call 
it like this:

/opt/rt4/bin/rt-crontool --search RT::Search::FromSQL --search-arg "Queue = 'X' 
AND (Status='new' OR Status='open')" --condition RT::Condition::Overdue 
--action SetQueue --action-arg "Newqueue"


 cut 
package RT::Action::SetQueue;
use base 'RT::Action';

use strict;
use warnings;


sub Describe  {
  my $self = shift;
  return (ref $self . " will set a ticket's queue to the argument provided.");
}


sub Prepare  {
return 1;
}

sub Commit {
my $self = shift;
$self->TicketObj->SetQueue($self->Argument);

}

1;
 cut 



QChange.pm
Description: QChange.pm
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[rt-users] rt-crontool on condition x change queue

2016-10-18 Thread Joel Bergmark
Hi,

Just a quick one this time, is there any easy way to use rt crontool get 
something like this working:

/opt/rt4/bin/rt-crontool --search RT::Search::FromSQL --search-arg "Queue = 'X' 
AND (Status='new' OR Status='open')" --condition RT::Condition::Overdue 
--action RT::Queue  "Newqueue"

I know its not really under rt::action but is there a way to call upon 
rt::queue from this? Tried a bunch of different syntax but get 
"RT::Queue::Prepare Unimplemented in main."

[Beskrivning: T3]<http://www.t3.se/>

JOEL BERGMARK
Thirdline support
joel.bergm...@t3.se<mailto:joel.bergm...@t3.se> | www.t3.se<http://www.t3.se/>
[Beskrivning: 
T3]<http://www.facebook.com/pages/Telecom3-Sverige-AB/126032287454737>





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

2016-10-06 Thread Joel Bergmark
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 0;

my $match1 = "InformationX";
my $match2 = "[Y]";
my $subject = $self->TicketObj->Subject;
if (index(lc($subject), ($match1 && $match2)) eq -1)
{
return 0;
}
else {
return 1 if $self->TicketObj->IsWatcher(
Type => 'Requestor', Email => 'email-adr...@se.se'
);
return 0;
}

Regards,


Från: rt-users [mailto:rt-users-boun...@lists.bestpractical.com] För Joel 
Bergmark
Skickat: den 5 oktober 2016 15:25
Till: rt-users@lists.bestpractical.com
Ämne: [rt-users] Match isWatcher and part of subjectline

Anyone has some cool code to match something like this: If iswatcher is  then check if subject contains  return 1;  else return 0;

I cant get this simple stuff to work, perl isn't my thing :-)

Regards
-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Boston - October 24-26
* Los Angeles - Q1 2017

Re: [rt-users] Postgresql 4.4.1 slow queries?

2016-10-05 Thread Joel Bergmark
Just want to update this, It seems that the issue at hand depends on if user is 
admin or has more dashboards available, hence most users now will only be users 
and have few dashboards available, the results of this is very fast performance 
(no lag or slow queries).

Regards, Joel

Från: rt-users [mailto:rt-users-boun...@lists.bestpractical.com] För Joel 
Bergmark
Skickat: den 28 september 2016 16:58
Till: rt-users@lists.bestpractical.com
Ämne: Re: [rt-users] Postgresql 4.4.1 slow queries?

Hahaha, i used mysql syntax first "use rt4;" of course that messed it up :)

Below is the output of EXPLAIN ANALYSE, but I need some help to interpret the 
relevant information in this :)

  QUERY PLAN
-
Unique  (cost=311.85..311.93 rows=1 width=411) (actual time=371.738..371.809 
rows=49 loops=1)
   ->  Sort  (cost=311.85..311.86 rows=1 width=411) (actual 
time=371.736..371.739 rows=94 loops=1)
 Sort Key: main.name, main.id, main.password, main.authtoken, 
main.comments, main.signature, main.emailaddress, main.freeformcontactinfo, 
main.organization, main.realname, main.nickname, main.lang, main.gecos, 
main.homephone, main.workphone, main.mobilephone, main.pagerphone, 
main.address1, main.address2, main.city, main.state, main.zip, main.country, 
main.timezone, main.smimecertificate, main.creator, main.created, 
main.lastupdatedby, main.lastupdated
 Sort Method: quicksort  Memory: 59kB
 ->  Nested Loop  (cost=1.82..311.84 rows=1 width=411) (actual 
time=0.321..370.336 rows=94 loops=1)
   ->  Nested Loop  (cost=1.55..309.32 rows=2 width=415) (actual 
time=0.076..22.220 rows=21011 loops=1)
 Join Filter: (principals_1.id = 
cachedgroupmembers_4.memberid)
 ->  Nested Loop  (cost=1.12..306.10 rows=1 width=419) 
(actual time=0.067..0.937 rows=57 loops=1)
   ->  Nested Loop  (cost=0.70..299.02 rows=4 
width=415) (actual time=0.060..0.554 rows=57 loops=1)
 ->  Index Only Scan using disgroumem on 
cachedgroupmembers cachedgroupmembers_2  (cost=0.42..80.08 rows=35 width=4) 
(actual time=0.052..0.122 rows=58 loops=1)
   Index Cond: ((groupid = 4) AND (disabled 
= 0))
   Heap Fetches: 57
 ->  Index Scan using users_pkey on users main  
(cost=0.28..6.25 rows=1 width=411) (actual time=0.005..0.006 rows=1 loops=58)
   Index Cond: (id = 
cachedgroupmembers_2.memberid)
   ->  Index Scan using principals_pkey on principals 
principals_1  (cost=0.42..1.76 rows=1 width=4) (actual time=0.005..0.006 rows=1 
loops=57)
 Index Cond: (id = main.id)
 Filter: ((id <> 1) AND (disabled = 0) AND 
((principaltype)::text = 'User'::text))
 ->  Index Scan using cachedgroupmembers3 on 
cachedgroupmembers cachedgroupmembers_4  (cost=0.42..3.15 rows=6 width=8) 
(actual time=0.006..0.291 rows=369 loops=57)
   Index Cond: (memberid = main.id)
   Filter: (disabled = 0)
   Rows Removed by Filter: 0
   ->  Index Only Scan using acl1 on acl acl_3  (cost=0.28..1.25 
rows=1 width=4) (actual time=0.016..0.016 rows=0 loops=21011)
 Index Cond: ((rightname = 'OwnTicket'::text) AND 
(principaltype = 'Group'::text) AND (principalid = 
cachedgroupmembers_4.groupid))
 Filter: objecttype)::text = 'RT::Queue'::text) AND 
(objectid = 56)) OR (((objecttype)::text = 'RT::System'::text) AND (objectid = 
1)))
 Rows Removed by Filter: 0
 Heap Fetches: 1615
Total runtime: 371.982 ms
(27 rows)

Regards, Joel

Från: rt-users [mailto:rt-users-boun...@lists.bestpractical.com] För Joel 
Bergmark
Skickat: den 27 september 2016 09:53
Till: rt-users@lists.bestpractical.com<mailto:rt-users@lists.bestpractical.com>
Ämne: [rt-users] Postgresql 4.4.1 slow queries?

Hi,

After upgrading to version 4.4.1 i have noticed that the SQL-queries takes 
significant longer time to produce a result, on average on my system, running 
Ubuntu 14.04 LTS, Postgres 9.3, Apache with perlmod. 8 gigram and plenty of CPU 
in a vmware cluster on SSD:s (likely not a hardware issue). We did not 
experience RT to have been this slow on 4

[rt-users] Match isWatcher and part of subjectline

2016-10-05 Thread Joel Bergmark
Anyone has some cool code to match something like this: If iswatcher is  then check if subject contains  return 1;  else return 0;

I cant get this simple stuff to work, perl isn't my thing :-)

Regards
-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Boston - October 24-26
* Los Angeles - Q1 2017

Re: [rt-users] Postgresql 4.4.1 slow queries?

2016-09-28 Thread Joel Bergmark
Hi!

This is the output from explain:

postgres=# EXPLAIN SELECT DISTINCT main.* FROM Users main CROSS JOIN ACL ACL_3 
JOIN Principals Principals_1  ON ( Principals_1.id = main.id ) JOIN 
CachedGroupMembers CachedGroupMembers_2  ON ( CachedGroupMembers_2.MemberId = 
Principals_1.id ) JOIN CachedGroupMembers CachedGroupMembers_4  ON ( 
CachedGroupMembers_4.MemberId = Principals_1.id )  WHERE ((ACL_3.ObjectType = 
'RT::Queue' AND ACL_3.ObjectId   = 56) OR (ACL_3.ObjectType = 'RT::System' AND 
ACL_3.ObjectId   = 1)) AND (ACL_3.PrincipalId = CachedGroupMembers_4.GroupId) 
AND (ACL_3.PrincipalType = 'Group') AND (ACL_3.RightName = 'OwnTicket') AND 
(CachedGroupMembers_2.Disabled = '0') AND (CachedGroupMembers_2.GroupId = '4') 
AND (CachedGroupMembers_4.Disabled = '0') AND (Principals_1.Disabled = '0') AND 
(Principals_1.PrincipalType = 'User') AND (Principals_1.id != '1')  ORDER BY 
main.Name ASC;
ERROR:  relation "users" does not exist
LINE 1: EXPLAIN SELECT DISTINCT main.* FROM Users main CROSS JOIN AC...

I have looked for more queries that takes time and its always this query that 
generates the slow behavior, but seemingly the query itself seems fine "users" 
exists in db, but then again obviously postgres has issues with something here.

Any thoughts?

Regards, Joel

-Ursprungligt meddelande-
Från: rt-users [mailto:rt-users-boun...@lists.bestpractical.com] För Nilesh
Skickat: den 27 september 2016 17:36
Till: rt-users@lists.bestpractical.com
Ämne: Re: [rt-users] Postgresql 4.4.1 slow queries?

On Tue, 2016-09-27 at 07:52 +, Joel Bergmark wrote:
> Hi,
>  
> After upgrading to version 4.4.1 i have noticed that the SQL-queries 
> takes significant longer time to produce a result, on average on my 
> system, running Ubuntu 14.04 LTS, Postgres 9.3, Apache with perlmod. 8 
> gigram and plenty of CPU in a vmware cluster on SSD:s (likely not a 
> hardware issue). We did not experience RT to have been this slow on 4.4.0.
>  
> Each query takes about 350ms to give a result, occasionally up to 
> 4000ms have been seen, not a big problem but somethings that needs to be 
> fixed.
>  
> Postgres have access to shared buffers = 2048 and effective_cache_size 
> = 4096MB that was modified yesterday but queries still are same speed.
>  
> I have read plenty on postgres optimizing but not much seem to make a 
> difference, and the 
> https://rt-wiki.bestpractical.com/wiki/PerformanceTuning
> seems a bit out of date.
>  
> Example of problem:
>  
> 192.168.2.65 - - [27/Sep/2016:09:06:49 +0200] "GET
> /Search/Build.html?NewQuery=1 HTTP/1.1" 200 12072 Mozilla/5.0 (Windows 
> NT 10.0; WOW64) AppleWebKit/537.36 (KHTML, like Gecko) 
> Chrome/53.0.2785.101 Safari/537.36"
> 
> 09:06:52 CEST LOG:  duration: 3362.432 ms  execute dbdpg_p2242_1745: 
> SELECT DISTINCT main.* FROM Users main CROSS JOIN ACL ACL_3 JOIN 
> Principals
> Principals_1  ON ( Principals_1.id = main.id ) JOIN CachedGroupMembers
> CachedGroupMembers_2  ON ( CachedGroupMembers_2.MemberId = 
> Principals_1.id ) JOIN CachedGroupMembers CachedGroupMembers_4  ON ( 
> CachedGroupMembers_4.MemberId = Principals_1.id )  WHERE 
> ((ACL_3.ObjectType =
> 'RT::Queue') OR (ACL_3.ObjectType = 'RT::System' AND ACL_3.ObjectId   
> = 1)) AND (ACL_3.PrincipalId = CachedGroupMembers_4.GroupId) AND 
> (ACL_3.PrincipalType = 'Group') AND (ACL_3.RightName = 'OwnTicket' OR 
> ACL_3.RightName = 'SuperUser') AND (CachedGroupMembers_2.Disabled = 
> '0') AND (CachedGroupMembers_2.GroupId = '4') AND 
> (CachedGroupMembers_4.Disabled = '0') AND (Principals_1.Disabled = 
> '0') AND (Principals_1.PrincipalType = 'User') AND (Principals_1.id != 
> '1')  ORDER BY main.Name ASC
> 
> I’m looking for any suggestions about this, and I’m not an expert on 
> postgresql, but guess that this could have something to do with RT:s 
> “($UseSQLForACLChecks, 1);” or modperl via Apache or simply some index 
> in postgres?
>  
> Appreciate any feedback :-)
> 
> Regards, Joel
>  
> -
> RT 4.4 and RTIR training sessions, and a new workshop day! 
> https://bestpractic al.com/training
> * Boston - October 24-26
> * Los Angeles - Q1 2017

What do you get if you run EXPLAIN over that query directly in psql CLI?

--
Nilesh

-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Boston - October 24-26
* Los Angeles - Q1 2017
-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Boston - October 24-26
* Los Angeles - Q1 2017

[rt-users] Postgresql 4.4.1 slow queries?

2016-09-27 Thread Joel Bergmark
Hi,

After upgrading to version 4.4.1 i have noticed that the SQL-queries takes 
significant longer time to produce a result, on average on my system, running 
Ubuntu 14.04 LTS, Postgres 9.3, Apache with perlmod. 8 gigram and plenty of CPU 
in a vmware cluster on SSD:s (likely not a hardware issue). We did not 
experience RT to have been this slow on 4.4.0.

Each query takes about 350ms to give a result, occasionally up to 4000ms have 
been seen, not a big problem but somethings that needs to be fixed.

Postgres have access to shared buffers = 2048 and effective_cache_size = 4096MB 
that was modified yesterday but queries still are same speed.

I have read plenty on postgres optimizing but not much seem to make a 
difference, and the https://rt-wiki.bestpractical.com/wiki/PerformanceTuning 
seems a bit out of date.

Example of problem:

192.168.2.65 - - [27/Sep/2016:09:06:49 +0200] "GET 
/Search/Build.html?NewQuery=1 HTTP/1.1" 200 12072 Mozilla/5.0 (Windows NT 10.0; 
WOW64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/53.0.2785.101 
Safari/537.36"
09:06:52 CEST LOG:  duration: 3362.432 ms  execute dbdpg_p2242_1745: SELECT 
DISTINCT main.* FROM Users main CROSS JOIN ACL ACL_3 JOIN Principals 
Principals_1  ON ( Principals_1.id = main.id ) JOIN CachedGroupMembers 
CachedGroupMembers_2  ON ( CachedGroupMembers_2.MemberId = Principals_1.id ) 
JOIN CachedGroupMembers CachedGroupMembers_4  ON ( 
CachedGroupMembers_4.MemberId = Principals_1.id )  WHERE ((ACL_3.ObjectType = 
'RT::Queue') OR (ACL_3.ObjectType = 'RT::System' AND ACL_3.ObjectId   = 1)) AND 
(ACL_3.PrincipalId = CachedGroupMembers_4.GroupId) AND (ACL_3.PrincipalType = 
'Group') AND (ACL_3.RightName = 'OwnTicket' OR ACL_3.RightName = 'SuperUser') 
AND (CachedGroupMembers_2.Disabled = '0') AND (CachedGroupMembers_2.GroupId = 
'4') AND (CachedGroupMembers_4.Disabled = '0') AND (Principals_1.Disabled = 
'0') AND (Principals_1.PrincipalType = 'User') AND (Principals_1.id != '1')  
ORDER BY main.Name ASC
I'm looking for any suggestions about this, and I'm not an expert on 
postgresql, but guess that this could have something to do with RT:s 
"($UseSQLForACLChecks, 1);" or modperl via Apache or simply some index in 
postgres?

Appreciate any feedback :-)

Regards, Joel

-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Boston - October 24-26
* Los Angeles - Q1 2017

[rt-users] O365/Fetchmail

2016-09-26 Thread Joel Bergmark
Hi all

Have searched tons about Fetchmail/o365 but to no avail, we are migrating to 
Office 365 but still have the exchange on-premise for RT to work. Just want to 
get out the question, has anyone here managed to IMAP a Shared Mailbox in O365 
into RT?  Also read this but no solution: 
https://quornicus.wordpress.com/2016/01/08/fetchmail-office-365-configuration-rt/

poll serverdomainname.here
protocol IMAP
auth password**
user "local.domain\\user-credentials\\shared-mailboxname"
pass "secretpassword"
mda "/usr/bin/rt-mailgate --queue Testqueue  --action correspond --url 
http://rt.domainname; keep

Error: Authorization failure.

I have also tried to use SSL but fetchmail debug gives same error, even when 
trying to imap the users mailbox. We have a consultant doing this migration for 
us to O365, but not even them have managed to come around this issue. In my 
fetchmailconf file I have 15 working boxes that I'm polling, but only o365 is 
not working.

fetchmail: outlook.office365.com key fingerprint: 
3A:A4:58:42:56:CD:BD:11:19:5B:CF:1E:85:16:8E:4D
fetchmail: outlook.office365.com fingerprints match.
fetchmail: IMAP< * OK The Microsoft Exchange IMAP4 service is ready. 
[SABFADEAUABSADAANgBDAEEAMAAwADcANgAuAGUAdQByAHAAcgBkADAANgAuAHAAcgBvAGQALgBvAHUAdABsAG8AbwBrAC4AYwBvAG0A]
fetchmail: IMAP> A0001 CAPABILITY
fetchmail: IMAP< * CAPABILITY IMAP4 IMAP4rev1 AUTH=PLAIN AUTH=XOAUTH2 SASL-IR 
UIDPLUS MOVE ID UNSELECT CHILDREN IDLE NAMESPACE LITERAL+
fetchmail: IMAP< A0001 OK CAPABILITY completed.
fetchmail: Protocol identified as IMAP4 rev 1
fetchmail: GSSAPI error gss_inquire_cred: Unspecified GSS failure.  Minor code 
may provide more information
fetchmail: GSSAPI error gss_inquire_cred: No Kerberos credentials available
fetchmail: No suitable GSSAPI credentials found. Skipping GSSAPI authentication.
fetchmail: If you want to use GSSAPI, you need credentials first, possibly from 
kinit.
fetchmail: IMAP> A0002 LOGIN "local.domain\\user-credential" *
fetchmail: IMAP< A0002 NO LOGIN failed.
fetchmail: Authorization failure on 
local.domain\user-credent...@outlook-emeawest.office365.com
fetchmail: For help, see http://www.fetchmail.info/fetchmail-FAQ.html#R15
fetchmail: IMAP> A0003 LOGOUT
fetchmail: IMAP< * BYE Microsoft Exchange Server 2016 IMAP4 server signing off.
fetchmail: IMAP< A0003 OK LOGOUT completed.
fetchmail: 6.3.26 querying outlook.office365.com (protocol IMAP) at Mon 26 Sep 
2016 03:13:44 PM CEST: poll completed
Merged UID list from outlook.office365.com: 

Thankful of any input on this, will post solution when found.
-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Boston - October 24-26
* Los Angeles - Q1 2017

[rt-users] Ubuntu 16.04.1 LTS

2016-09-09 Thread Joel Bergmark
Hello everyone,

Just want to ask if anyone have upgraded from Ubuntu server 14.04 LTS to 
16.04.1 LTS, and if RT broke because of it?

Done this on a different server and got plenty of issues with other services 
(Mostly because php7).

Regards, Joel
-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Boston - October 24-26
* Los Angeles - Q1 2017

[rt-users] RT 4.4.1 - DefaultSearchResultOrderBy broken?

2016-08-11 Thread Joel Bergmark
Hi,

Didn't find anything on the forums about this, but since update from 4.4.0 to 
4.4.1 it seems as if DefaultSearchResultOrderBy 'id' is not working, all users 
settings are sorting on AdminCC.EmailAddress.

Set($DefaultSearchResultOrderBy, 'id');

Set($DefaultSearchResultOrder, 'ASC');

What ever I do, its not sorting unless I go in on each users account on 
Settings -> Searchoptions and there set to sort on ID.

Only me experiencing this issue?

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


Re: [rt-users] Random problems replying to tickets

2016-06-21 Thread Joel Bergmark
Not sure what happend here, but reload of the server have solved the issue.

Regards.

Från: rt-users [mailto:rt-users-boun...@lists.bestpractical.com] För Joel 
Bergmark
Skickat: den 21 juni 2016 09:32
Till: rt-users@lists.bestpractical.com
Ämne: [rt-users] Random problems replying to tickets

Hi

Yesterday I moved our customer service in to RT, worked excellently until this 
morning. Now RT warns me about replies not being accepted:

f...@bar.se<mailto:f...@bar.se> has no right to reply to ticket 118807 in queue 
Kundservice

The problem is that Everyone has the right to reply to tickets. One issue I can 
imagine Is that we sends tickets to a f...@bar2.se<mailto:f...@bar2.se> bur 
replies comes from b...@bar2.se<mailto:b...@bar2.se> so far this should never 
been an issue before. The customer service is the last piece and we never seen 
this before on any other (about 10 queues in use since 8 months.

So far its worked to delete the specific row in the database/users/foouser-row 
and then it seems to work. But now I just got the same problem with my test 
gmail (personal) account.

Anyone knows anything about this?

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


[rt-users] Random problems replying to tickets

2016-06-21 Thread Joel Bergmark
Hi

Yesterday I moved our customer service in to RT, worked excellently until this 
morning. Now RT warns me about replies not being accepted:

f...@bar.se has no right to reply to ticket 118807 in queue 
Kundservice

The problem is that Everyone has the right to reply to tickets. One issue I can 
imagine Is that we sends tickets to a f...@bar2.se bur 
replies comes from b...@bar2.se so far this should never 
been an issue before. The customer service is the last piece and we never seen 
this before on any other (about 10 queues in use since 8 months.

So far its worked to delete the specific row in the database/users/foouser-row 
and then it seems to work. But now I just got the same problem with my test 
gmail (personal) account.

Anyone knows anything about this?

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


Re: [rt-users] Stalled tickets - Open on comment/reply?

2016-06-17 Thread Joel Bergmark
Hi,

You are right, thanks for the input.

I'm trying to set up a custom Lifecycle that I want to use in a few Queues, but 
seemingly I cant manage to get the configuration to be activated (Still only 
have the option Default, in the lifecycle dropdown.

Here is the config, from RT_SiteConfig.pm, server is rebooted after config 
change, is there something wrong with this or is it something changed in RT 
4.4.0?

Set(%Lifecycles, Kundservice => {
initial => [qw(new)], # loc_qw
active  => [qw(open)], # loc_qw
inactive=> [qw(stalled resolved rejected deleted)], # loc_qw
},
transitions => {
""   => [qw(new open resolved)],

# from   => [ to list ],
new  => [qw(open stalled resolved rejected deleted)],
open => [qw(new  stalled resolved rejected deleted)],
stalled  => [qw(new open rejected resolved deleted)],
resolved => [qw(new open stalled  rejected deleted)],
rejected => [qw(new open stalled resolved  deleted)],
deleted  => [qw(new open stalled rejected resolved)],
},
);

Thanks

Från: Zoey Schutt [mailto:z...@braincoral.io]
Skickat: den 16 maj 2016 14:46
Till: Joel Bergmark <joel.bergm...@t3.se>; rt-users@lists.bestpractical.com
Ämne: Re: Stalled tickets - Open on comment/reply?


Hi Joel,



There is indeed a scrip that auto-changes the status of inactive tickets back 
to active when a customer replies. However, stalled is not considered an 
inactive status in the default life cycle. Feel free to correct me if I'm 
wrong, but due to this the built-in scrip will not change the status to open 
when a ticket gets updated while in stalled status.



Below is a portion of the default lifecycle, anything in inactive will cause 
the ticket's status to be updated.


default => {
initial => [qw(new)], # loc_qw
active  => [qw(open stalled)], # loc_qw
inactive=> [qw(resolved rejected deleted)], # loc_qw

Regards,



Zoey Schutt

Braincoral Technology, LLC


From: rt-users 
<rt-users-boun...@lists.bestpractical.com<mailto:rt-users-boun...@lists.bestpractical.com>>
 on behalf of Joel Bergmark <joel.bergm...@t3.se<mailto:joel.bergm...@t3.se>>
Sent: Thursday, May 12, 2016 2:30:01 PM
To: rt-users@lists.bestpractical.com<mailto:rt-users@lists.bestpractical.com>
Subject: [rt-users] Stalled tickets - Open on comment/reply?

Perhaps this is not a bug, but stalled tickets that gets updated via email from 
external parties, didn't this previously change the status of the ticket to 
Open?

In RT 4.4 it seems not to work, and cant seem to make it work with custom scrip 
either (due to lack of perl skills).

Is this a bug or supposed to work in this way?

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


Re: [rt-users] Ticket-overview

2016-06-16 Thread Joel Bergmark
Awesome! Thank you for the information, I have completely missed the Chart 
functions :-)

BR /Joel

-Ursprungligt meddelande-
Från: rt-users [mailto:rt-users-boun...@lists.bestpractical.com] För Emmanuel 
Lacour
Skickat: den 16 juni 2016 15:01
Till: rt-users@lists.bestpractical.com
Ämne: Re: [rt-users] Ticket-overview

Le 16/06/2016 à 13:07, Joel Bergmark a écrit :
> Hi
> 
>  
> 
> Is there an existing way or new way to create a ticket overview 
> similar to RT-at-a-glance where one can list all users owned tickets stats 
> like:
> 
>  
> 
> Status  Open  Stalled
> 
> FooUser 10  15
> 
> Foo2User 1  20
> 


you just have to make a search of

you just have to make a search of all stalled/or/open tickets, Then click on 
Chart and use a group by Owner And Status, save this chart.
After this you will see the saved chart available in the "RT at a glance" 
config tab.

Or you can write a dedicated component in local/html/Elements/ and expose it 
through  $HomepageComponents so it can be configured on RT at a glance.

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


[rt-users] Ticket-overview

2016-06-16 Thread Joel Bergmark
Hi

Is there an existing way or new way to create a ticket overview similar to 
RT-at-a-glance where one can list all users owned tickets stats like:

Status  Open  Stalled
FooUser 10  15
Foo2User 1  20

The option seems to build a separate webpage doing a sql query to get this 
information?

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


[rt-users] Expanding ticket numbers

2016-06-08 Thread Joel Bergmark
Hi,

Got a bit confused regarding expanding current ticket numbers, tried google 
this but didn't find anything clear. Ee are using #123456 hence #99 
possible tickets? Problem is that due to spam and other unexpected high volume 
of tickets we are up to 13 already, this was much higher than anticipated 
after just a few months of use and soon this will increase even quicker.

Running postgresql  and doing below, will previous tickets be mismatched or 
what will happen in this case? Or is it even necessary will it just 
automatically expand beyond #99?

select setval('tickets_id_seq', );

Regards, Joel


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


[rt-users] Stalled tickets - Open on comment/reply?

2016-05-12 Thread Joel Bergmark
Perhaps this is not a bug, but stalled tickets that gets updated via email from 
external parties, didn't this previously change the status of the ticket to 
Open?

In RT 4.4 it seems not to work, and cant seem to make it work with custom scrip 
either (due to lack of perl skills).

Is this a bug or supposed to work in this way?

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


[rt-users] Sorting to multiple queues

2016-05-12 Thread Joel Bergmark
Hello,

I'm trying to get a customs script to work, based on 
http://requesttracker.wikia.com/wiki/SetOwnerAndQueueBySubject but difference 
is that I need to check for something like: my $match = "/(Foo1|Foo2)/"; and 
after this manage to move it to queue X or Y. Unfortunately my perl skills is 
not at all close to fix this.

Anyone have any suggestion on how to do this?

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


[rt-users] REST - API content type

2016-05-12 Thread Joel Bergmark
Hi,

Is there a way to get the REST API create tickets with HTML instead of plain 
text?

Were creating tickets fine and we can create tickets from the Webui with html, 
but not via the API where we inject information including html code but only 
ends up as plain.

Thanks

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


Re: [rt-users] API - Forward/Vb externally

2016-05-11 Thread Joel Bergmark
Thanks Brent,

We realized that this way is a good way for us to proceed, there were some 
backwards thinking on the requirements for communication from the CRM.

Thank you for the input :-)

Regards, Joel

Från: Parish, Brent [mailto:bpar...@cognex.com]
Skickat: den 10 maj 2016 14:56
Till: Joel Bergmark <joel.bergm...@t3.se>; rt-users@lists.bestpractical.com
Ämne: RE: API - Forward/Vb externally

I hope I'm not oversimplifying and missing something here, but this seems to me 
like it is built into RT.

I'd think the best way would be to have the auto notifications turned on for 
the CRM queue.  Even if the Requestor of the ticket has an external email 
address, RT should send that user an email telling them they have a new ticket.

In reading your initial email, it sounds like you might have a queue that 
sometimes CRM tickets go into (with an external Requestor), but not all tickets 
in that queue should get auto-replies?
If that is true, maybe you can use a scrip something like this:
Condition:  User Defined
Action:  Notify Requestors
Template:  Autoreply in HTML
Applies to:  CRM Queue
add a Custom Condition something like this (completely untested!):
#  AUTO-NOTIFY REQUESTOR ONLY IF THEY HAVE EXTERNAL ADDRESS
#  (e.g. TICKET IS CREATED BY CRM)

#  BAIL OUT IF THIS IS NOT AN "On Create" ACTION:
return 0 unless $self->TransactionObj->Type eq "Create";

my $Ticket = $self->TicketObj;
my $Requestors = lc($self->TicketObj->RequestorAddresses);
$RT::Logger->debug("Requestors for ticket #:" . $Ticket->id . " are: 
$Requestors");

foreach my $Person (split(',', $Requestors)) {
return 1 if ( $Person  !~ m/@example\.com/i<mailto:m/@example\.com/i> );
}

#  NO ONE WITH AN EXTERNAL ADDRESS (e.g. NOT "example.com"), SO
#  DON'T SEND AUTO-REPLY
return 0;

Alternatively, you could use a custom field (containing external email address) 
that is only populated if it was created from CRM, and make a scrip that fires 
on that condition (e.g. email address is present in that field), sending a 
notification to that address, but then you would may end up designing all sorts 
of triggers and conditions to handle other built-in RT functionality for 
external requestors?


-  Brent



From: rt-users [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of 
Joel Bergmark
Sent: Tuesday, May 10, 2016 3:22 AM
To: rt-users@lists.bestpractical.com<mailto:rt-users@lists.bestpractical.com>
Subject: Re: [rt-users] API - Forward/Vb externally

Hi again,

Made a small but ugly flowchart on how i would like it to work. I also found 
several people asking for similar functionality. Does anyone know if this is 
possible with RT today? (Either create ticket then auto forward, or create 
ticket then use the api on that ticket to forward externally)?

https://docs.google.com/drawings/d/1QMptft9mywdzNtqp6Juq5RJw1tCJJy3-3DZ5ZlP8mB0/edit?usp=sharing<https://urldefense.proofpoint.com/v2/url?u=https-3A__docs.google.com_drawings_d_1QMptft9mywdzNtqp6Juq5RJw1tCJJy3-2D3DZ5ZlP8mB0_edit-3Fusp-3Dsharing=DQMFAw=VCWpAYkS3z1bOCIxc-BPGZarCq9MRCAVxZJE051VqH8=luSRdPePk6fhFa3rH2PFBzWEtgcJguY0a__6vpfaX-I=NbNt0eRtCSOqU7Rs_c-n3e-SAQozk7Im3zZtbHR54IE=G_-WcwHxI3oF6ROJt8xPFYjA01NVNaw1ZJILkO6iufk=>

Regards, Joel

Från: rt-users [mailto:rt-users-boun...@lists.bestpractical.com] För Joel 
Bergmark
Skickat: den 9 maj 2016 10:21
Till: rt-users@lists.bestpractical.com<mailto:rt-users@lists.bestpractical.com>
Ämne: [rt-users] API - Forward/Vb externally

Hi everyone,

Just looking for some suggestions, we are in the processes of implementing our 
CRM system to talk to the REST API, and I got stuck a bit on the best way to 
use the API to create a ticket and then forward the information in the ticket 
to external party by email.

In our case we have 15 different Queues that different departments work in, 
many of them are for both internal (RT/CRM) and external communication. And 
some of them does not really fit for "On create autoreply to requestors".

Have anyone of you guys set up a similar thing, or does anyone have a better 
way to do this?

Regards, Joel.




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


Re: [rt-users] API - Forward/Vb externally

2016-05-10 Thread Joel Bergmark
Hi again,

Made a small but ugly flowchart on how i would like it to work. I also found 
several people asking for similar functionality. Does anyone know if this is 
possible with RT today? (Either create ticket then auto forward, or create 
ticket then use the api on that ticket to forward externally)?

https://docs.google.com/drawings/d/1QMptft9mywdzNtqp6Juq5RJw1tCJJy3-3DZ5ZlP8mB0/edit?usp=sharing

Regards, Joel

Från: rt-users [mailto:rt-users-boun...@lists.bestpractical.com] För Joel 
Bergmark
Skickat: den 9 maj 2016 10:21
Till: rt-users@lists.bestpractical.com
Ämne: [rt-users] API - Forward/Vb externally

Hi everyone,

Just looking for some suggestions, we are in the processes of implementing our 
CRM system to talk to the REST API, and I got stuck a bit on the best way to 
use the API to create a ticket and then forward the information in the ticket 
to external party by email.

In our case we have 15 different Queues that different departments work in, 
many of them are for both internal (RT/CRM) and external communication. And 
some of them does not really fit for "On create autoreply to requestors".

Have anyone of you guys set up a similar thing, or does anyone have a better 
way to do this?

Regards, Joel.




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


[rt-users] API - Forward/Vb externally

2016-05-09 Thread Joel Bergmark
Hi everyone,

Just looking for some suggestions, we are in the processes of implementing our 
CRM system to talk to the REST API, and I got stuck a bit on the best way to 
use the API to create a ticket and then forward the information in the ticket 
to external party by email.

In our case we have 15 different Queues that different departments work in, 
many of them are for both internal (RT/CRM) and external communication. And 
some of them does not really fit for "On create autoreply to requestors".

Have anyone of you guys set up a similar thing, or does anyone have a better 
way to do this?

Regards, Joel.




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


Re: [rt-users] After migration to new server "Invalid portlet QueueList"

2016-05-02 Thread Joel Bergmark
Thank you so much, this was something I did not anticipate since i was moving 
from a previous working installation of 4.4.0 but that has been upgraded from 
4.2.X 

Changed the parameters to this and it worked! (For reference:

Set(
$HomepageComponents,
[
qw(QuickCreate QueueList MyAdminQueues MySupportQueues MyReminders 
RefreshHomepage Dashboards SavedSearches FindUser MyAssets FindAsset) # loc_qw
]
);
)

So that means that something in my migrated database refers to QueueList 
instead of QuickList? Do you happen to know where in the database this 
reference is at?

Thanks again for the help!

Regards

-Ursprungligt meddelande-
Från: rt-users [mailto:rt-users-boun...@lists.bestpractical.com] För Jim Brandt
Skickat: den 2 maj 2016 21:37
Till: rt-users@lists.bestpractical.com
Ämne: Re: [rt-users] After migration to new server "Invalid portlet QueueList"

If you have a customized $HomepageComponents, there's an update you need to 
make to your configuration. If you search on "QueueList" on this page there is 
a note describing the update to make:

https://docs.bestpractical.com/rt/4.4.0/UPGRADING-4.4.html

On 5/2/16 3:26 PM, Joel Bergmark wrote:
> Perhaps I found the problem, but not sure how to fix it:
>
> File: /rt4/share/Elements/MyRT
>
> Line 52-54:
>
> 
>
> % $show_cb->($_) foreach @$body;
>
> 
>
> This does not seem to be able to match this properly "% $show_cb->($_) 
> foreach @$body;"?
>
> In the old working installation it looks like this in the Chrome 
> webdev tool (the MyRT-file is identical at both installations)
>
> 
>
> 
>
> 
>
> 
>
> 
>
>
>
>
>
>   title="Toggle visibility">
>
>  Queue list
>
>  
> Edit
>
>
>
> id="TitleBox--_index_html--UXVldWUgbGlzdA__---0">
>
>  class="queue-summary">
>
> But like this in the broken one:
>
> 
>
> Invalid portlet QueueList
>
>
>
>
>
>   title="Toggle visibility">
>
>   href="/Search/Results.html?Format='%3Ca%20href%3D%22__WebPath__%2FTick
> et%2FDisplay.html%3Fid%3D__id__%22%3E__id__%3C%2Fa%3E%2FTITLE%3A%23'%2
> C%0A'%3Ca%20href%3D%22__WebPath__%2FTicket%2FDisplay.html%3Fid%3D__id_
> _%22%3E__Subject__%3C%2Fa%3E%2FTITLE%3ASubject'%2C%0APriority%2C%0AQue
> ueName%2C%0AExtendedStatus%2C%0A'__Created__'=DESC%7CASC%7CASC%7
> CASC=Priority%7CCreated=%20Owner%20%3D%20'__CurrentUser_
> _'%20AND%20(%20Status%20%3D%20'new'%20OR%20Status%20%3D%20'open')
> PerPage=50">15 highest priority tickets I own
>
>   href="/Prefs/Search.html?name=RT%3A%3AAttribute-3">Edit
> 
>
>
>
> id="TitleBox--_index_html--MTUgaGlnaGVzdCBwcmlvcml0eSB0aWNrZXRzIEk
> gb3du---0">
>
> Anyone knows where to fix this broken code?
>
> Regards,
>
> *Från:* rt-users [mailto:rt-users-boun...@lists.bestpractical.com] 
> *För *Joel Bergmark
> *Skickat:* den 2 maj 2016 20:19
> *Till:* rt-users@lists.bestpractical.com
> *Ämne:* [rt-users] After migration to new server "Invalid portlet QueueList"
>
> Hi,
>
> I have migrated the RT installation from an old VPS running 4.4.0 
> without issues, to a new vps fresh install and with migrated database 
> from MySQL to Postgres and everyting looks ok except on the RT at a 
> glance, where the Queuelist is gone except the error "Invalid portlet 
> QueueList".
>
> In the debug it only gives:
>
> May  2 20:16:32 rt RT: [29244] Odd number of elements in hash 
> assignment at /opt/rt4/sbin/../lib/RT/Interface/Web.pm line 1463.
>
> May  2 20:16:32 rt RT: [29244] Use of uninitialized value in list 
> assignment at /opt/rt4/sbin/../lib/RT/Interface/Web.pm line 1463.
>
> I have googled a bit and found a similar report about similar issue 
> but from this information im not sure on how to proceed to fix it.
>
> http://requesttracker.8502.n7.nabble.com/rt-devel-RT-4-4-0rc1-released
> -td60847i20.html
>
> Anyone that has some advice?
>
> Regards, Joel
>
>
>
> -
> RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
> * Washington DC - May 23 & 24, 2016
>
-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Washington DC - May 23 & 24, 2016
-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Washington DC - May 23 & 24, 2016


Re: [rt-users] After migration to new server "Invalid portlet QueueList"

2016-05-02 Thread Joel Bergmark
Perhaps I found the problem, but not sure how to fix it:

File: /rt4/share/Elements/MyRT

Line 52-54:

% $show_cb->($_) foreach @$body;


This does not seem to be able to match this properly "% $show_cb->($_) foreach 
@$body;"?

In the old working installation it looks like this in the Chrome webdev tool 
(the MyRT-file is identical at both installations)






  
  

Queue list

Edit
  
  


But like this in the broken one:


Invalid portlet QueueList
  
  

15
 highest priority tickets I own
Edit
  
  

Anyone knows where to fix this broken code?

Regards,


Från: rt-users [mailto:rt-users-boun...@lists.bestpractical.com] För Joel 
Bergmark
Skickat: den 2 maj 2016 20:19
Till: rt-users@lists.bestpractical.com
Ämne: [rt-users] After migration to new server "Invalid portlet QueueList"

Hi,

I have migrated the RT installation from an old VPS running 4.4.0 without 
issues, to a new vps fresh install and with migrated database from MySQL to 
Postgres and everyting looks ok except on the RT at a glance, where the 
Queuelist is gone except the error "Invalid portlet QueueList".

In the debug it only gives:

May  2 20:16:32 rt RT: [29244] Odd number of elements in hash assignment at 
/opt/rt4/sbin/../lib/RT/Interface/Web.pm line 1463.
May  2 20:16:32 rt RT: [29244] Use of uninitialized value in list assignment at 
/opt/rt4/sbin/../lib/RT/Interface/Web.pm line 1463.

I have googled a bit and found a similar report about similar issue but from 
this information im not sure on how to proceed to fix it.

http://requesttracker.8502.n7.nabble.com/rt-devel-RT-4-4-0rc1-released-td60847i20.html

Anyone that has some advice?

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


[rt-users] After migration to new server "Invalid portlet QueueList"

2016-05-02 Thread Joel Bergmark
Hi,

I have migrated the RT installation from an old VPS running 4.4.0 without 
issues, to a new vps fresh install and with migrated database from MySQL to 
Postgres and everyting looks ok except on the RT at a glance, where the 
Queuelist is gone except the error "Invalid portlet QueueList".

In the debug it only gives:

May  2 20:16:32 rt RT: [29244] Odd number of elements in hash assignment at 
/opt/rt4/sbin/../lib/RT/Interface/Web.pm line 1463.
May  2 20:16:32 rt RT: [29244] Use of uninitialized value in list assignment at 
/opt/rt4/sbin/../lib/RT/Interface/Web.pm line 1463.

I have googled a bit and found a similar report about similar issue but from 
this information im not sure on how to proceed to fix it.

http://requesttracker.8502.n7.nabble.com/rt-devel-RT-4-4-0rc1-released-td60847i20.html

Anyone that has some advice?

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


[rt-users] Migrate Mysql to Postgresql - Sequence script?

2016-04-28 Thread Joel Bergmark
Hi all,

Im migrating our installation to postgres on a new vps, found this regadring 
sequencing fix with a "Update-Pg-Sequences.sh" but this guide is for RT 4.2 and 
im running 4.4. I have imported the database and everything looks perfectly 
fine in RT webui, so this shell script makes me a bit afraid to miss something 
crucial.

So is this necessary to run on 4.4 installations?

http://requesttracker.wikia.com/wiki/MigrateMysql2PostgresqlV4

Thanks for any information :)



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


[rt-users] Signature modification on reply

2016-04-11 Thread Joel Bergmark
Hi all,

I know this has been up before but to no solution in later RT-versions. Running 
4.4 over here and tried a heck of a lot regarding this: 
https://github.com/bestpractical/rt/compare/4.4-trunk...4.4/message-box-include-signature-before-quote

Basically this is not applicable in RT 4.4, or at least I can't manage to get 
it to work. We are trying to implement RT as a ticket system for the 
organization and this is potentially a show stopper down the line, basically 
all modern communications we do are latest reply on top, hence the need for the 
Signature to also follow above quoted replies.

Anyone that can give a pointer on how to get this to work?

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


Re: [rt-users] RT 4.4 - Four questions

2016-02-18 Thread Joel Bergmark
Thanks for the suggestions, managed to find the CSS here: 
/opt/rt4/share/static/css/base/ticket-form.css
And will look in to the ACL-stuff.

I found this: http://www.gossamer-threads.com/lists/rt/commit/120233 but I’m 
not sure if or how to make this work with RT4.4. Tried to edit the files 
involved but looks like there are something extra needed to get it working.

Also noticed that to turn off Signatures via MessageBoxIncludeSignature set to 
0, cleared mason and restars apache after every attempt.

Regards, Joel

Från: Matt Zagrabelny [mailto:mzagr...@d.umn.edu]
Skickat: den 17 februari 2016 18:07
Till: Joel Bergmark <joel.bergm...@t3.se>
Kopia: rt-users@lists.bestpractical.com
Ämne: Re: [rt-users] RT 4.4 - Four questions



On Wed, Feb 17, 2016 at 10:42 AM, Joel Bergmark 
<joel.bergm...@t3.se<mailto:joel.bergm...@t3.se>> wrote:
Hello there.

Just updated our RT to 4.4, smoothly as normal regarding RT. However, at a 
meeting with the customer service representatives at our office, I got some 
questions to try to resolve.

1: Move signature to the top (basically to reverse the messages from newest on 
top not only in the History view but also inline replys), I have tried 
“SignatureToTheTop” from the wiki and also FlexibleSignature as good as that 
article could be matched but no luck.

2: HTML Signatures is it possible to get working? (including logo, links and 
formatting etc)?
3: Is it possible to disable comments, or in RT 4.4 get them to work as 
replies? (seen old discussions about it but no new ones).

Via the ACL'ing. Yes, it should be.

4: When replying the WYSIWYGEditor shows the field to write with a red/pink 
hue, is it possible to change that to not be red-ish? (Counter intuitive to see 
red colour where you can write… A matter of education I know, but there is a 
point in it.)

CSS perhaps. Under the admin pages there is a location where you can customize 
the logo/CSS of the RT install. I'd look there.

-m
-
RT 4.4 and RTIR Training Sessions 
(http://bestpractical.com/services/training.html)
* Hamburg Germany - March 14 & 15, 2016
* Washington DC - May 23 & 24, 2016

[rt-users] RT 4.4 - Four questions

2016-02-17 Thread Joel Bergmark
Hello there.

Just updated our RT to 4.4, smoothly as normal regarding RT. However, at a 
meeting with the customer service representatives at our office, I got some 
questions to try to resolve.

1: Move signature to the top (basically to reverse the messages from newest on 
top not only in the History view but also inline replys), I have tried 
"SignatureToTheTop" from the wiki and also FlexibleSignature as good as that 
article could be matched but no luck.

2: HTML Signatures is it possible to get working? (including logo, links and 
formatting etc)?
3: Is it possible to disable comments, or in RT 4.4 get them to work as 
replies? (seen old discussions about it but no new ones).
4: When replying the WYSIWYGEditor shows the field to write with a red/pink 
hue, is it possible to change that to not be red-ish? (Counter intuitive to see 
red colour where you can write... A matter of education I know, but there is a 
point in it.)

We are implementing RT4.4 in to a customer service organization as a test to 
see if RT is good enough to work with existing systems and what kind of 
integration level that can be achieved.

Thanks a lot for any assistance regarding this.

Kind regards, Joel T3 Sweden

[Beskrivning: T3]<http://www.t3.se/>

JOEL BERGMARK
Thirdline support
joel.bergm...@t3.se<mailto:joel.bergm...@t3.se> | www.t3.se<http://www.t3.se/>
[Beskrivning: 
T3]<http://www.facebook.com/pages/Telecom3-Sverige-AB/126032287454737>




-
RT 4.4 and RTIR Training Sessions 
(http://bestpractical.com/services/training.html)
* Hamburg Germany - March 14 & 15, 2016
* Washington DC - May 23 & 24, 2016