Re: [rt-users] Notify ticket owner when updated by email
Dave wrote, regarding the scrip in RT:
Well, I don't see one. When I go to the scrips page, here's the list it
shows, reformatted to fit in this message. (Note that the first ten have no
description.)
I went back to look closer at mine after your reply. Turns out I was most
likely wrong. Mine has an ID of 24, which suggest that it was created post
install...
So something may be been lost during an upgrade or for some other reason. But
as these are not files but data base entries, I'm not clear on how to recover
one.
You should be able to just create one:
Description: On Correspondence Notify Owner
Condition: On correspondence
Action: Notify Owner
Template: Global template: Correspondence
Stage: TransactionCreate
(I'm not sure if the last one should be create or batch -- I'm hoping someone
on the list can confirm this is right)
The only tweak I have made is to add this to the global correspondence template:
URL: {$RT::WebBaseURL}/Ticket/Display.html?id={$Ticket-id}
This simply adds a link back to our server at the end of the email, which makes
it easy to get there...
Thanks,
Jok
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Re: [rt-users] Notify ticket owner when updated by email
On Apr 1, 2014, at 5:27 PM, CLOSE Dave dave.cl...@us.thalesgroup.com wrote: When a user replies to RT's email about a ticket, the ticket is updated. But on my installation (RT 4.2), the owner is not notified. How can the owner become quickly aware of such an update? Am I missing a configuration variable or do I need to add or modify a scrip? There should already be a 'notify owner on correspondence' scrip. First check to make sure you have it setup (either globally, it for the queue you're interested in). If you already have it, the next thing is to look at the template being used by that scrip and see if a) it's been modified to mail someone specific (and breaking the intended behavior)or b) if it's being overloaded from the global template. I hope this gets you there... Thanks, Jok -- RT Training - Dallas May 20-21 http://bestpractical.com/training
Re: [rt-users] Fedora 20 / Perl 5.18
Dave, Now that I have RT running enough to get a login page, I can't get /any/ login to work, not even root. The Apache log reports, Unknown password form (/usr/share/perl5/vendor_perl/RT/User_Overlay.pm:1094), and the RT log is still empty. you can look at this page: http://requesttracker.wikia.com/wiki/RecoverRootPassword it has steps for RT4 (be sure to use the RT4 way, not the 3.8 way, i believe the password encryption was changed in there somewhere). There is also steps to check to see if the root account was disabled, and how to enable it if it was. There must be a backdoor way in. Isn't there? yes, the above link will get you there. you can un-disable a user, if it was disabled, and reset the password to something you know. from the first entry in the logs, it looks like the passwords are still stored in the pre-change-to-md5 format (from back in 3.8 i believe). there was some code in there to allow people to use either, but if they changed their password, it would be stored in the new format. it could be that those users you are trying to login with had never changed their passwords since then? (it is mentioned at least here: http://www.bestpractical.com/docs/rt/4.2/UPGRADING-3.8.html ) I hope this helps... Thanks, Jok -- RT Training London, March 19-20 and Dallas May 20-21 http://bestpractical.com/training
Re: [rt-users] Need information about RT tables..
On Aug 28, 2013, at 7:53 AM, Alex Decalli alexdecall...@gmail.commailto:alexdecall...@gmail.com wrote: Thanks Joop... I actually need to know about table description, for example, it is clear that the table tickets handles the tickets... but some are not clear... So there is no documentation about it?? Is there any way I can track these tables in the programs? Like this you mean? http://requesttracker.wikia.com/wiki/Schema Depending on what you are trying to accomplish, I would also recommend you look at using the API to interface with RT, as the underlying schema may change between versions...
Re: [rt-users] RT4 and GIT; RT4 and Eclipse
1) Re: GIT - RT4 integration: ---Does anyone know of a way to tie a “commit” (in GIT) to a ticket in RT4, by putting an RT ticket # in the commit (and, ideally, back to the code)? Git has hooks where you can call specific scripts at different stages in the commit process. You should be able to use a post-commit hook to poke at RT and do what you need. 2) Does anyone know of a way to connect Eclipse and RT4 (mylin used to do this with an older version of RT)? Not familiar with either of those, so I can't be of much help here. University of Waterloo Waterloo, Ontario, Canada Go Warriors! Thanks, Jok
Re: [rt-users] Groups in LDAP
There is an extension that will allow you to import groups from LDAP into RT. The extension, by default, just loads users, then groups. My patch (which is in the queue for that extension -- see below), adds a filter to the config to automatically privilege those users that match a second search. You can find the patch here: https://rt.cpan.org/Public/Bug/Display.html?id=76926 It is far from the most elegant way of doing this, but It Works For Me() Thanks, Jok -- | Joachim Thuau | IT Systems Engineer - Linux / SpaceX | On 8/14/13 8:42 AM, Donny Brooks dbro...@mdah.state.ms.us wrote: I have successfully setup RT4.0.17 on a CentOS 6.4 machine with RT::Authen::ExternalAuth to authenticate against our OpenLDAP. My question is, can I have certain groups in LDAP that are automatically privileged in RT? Like setup a helpdesk group and everyone in there are automatically set with the proper abilities. -- Donny B.
Re: [rt-users] Is it possible to set CustomField in mailgate plugin?
If you use procmail - rt-mailgate, you could use procmail to modify the email
to pass the field in the body where CommandByMail could pick it up (or the
ExtractCustomField extension).
Thanks,
Jok
--
| Joachim Thuau | IT Systems Engineer - Linux / SpaceX |
From: pavel.si...@linuxbox.czmailto:pavel.si...@linuxbox.cz
pavel.si...@linuxbox.czmailto:pavel.si...@linuxbox.cz
Date: Tuesday, June 18, 2013 7:39 AM
To: rt-users@lists.bestpractical.commailto:rt-users@lists.bestpractical.com
rt-users@lists.bestpractical.commailto:rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Is it possible to set CustomField in mailgate plugin?
Hello,
full scenario is like this:
new email arrive, new ticket is about to be created.
I want to check check TO, or CC email header addresses against some
special list of mail addresses.
If match is found, i need to store the address in CF.
I'd like to do the CF value assignment in mail plugin, because in mail
plugin i have complete mail object available.
So i know in which header the email address appeared.
However, it seems i can't store the value in CF (within the mail plugin).
I gues it's because we're delaing with NEW ticket, so the ticket itself
does not really exists yet, therefore it is impossible to assign a CF
value to it.
I tried to do the stuff in Scrip, but in there i do not know in which header
the address appeared.
There is some method $self-TicketObj-TransactionAddresses() which
return all addresses present in transaction, however there is not an
info about in which email header the address was present.
Maybe if there was any method to get the whole email message object
within scrip - but i do not know abou such.
I see i should specify my question more precisely:
Is it possible to assign value to CF, in mail plugin, when the email
message is about to create completely new ticket ?
Thanks in advance
Pavel Šidlo
-
LinuxBox.cz, s.r.o.
28. října 168, 709 00 Ostrava
tel.: +420 591 166 234
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[Inactive hide details for Kevin Falcone ---14.06.2013 17:28:29---On Fri, Jun
14, 2013 at 01:23:45PM +0200, pavel.sidlo@linuxbox]Kevin Falcone ---14.06.2013
17:28:29---On Fri, Jun 14, 2013 at 01:23:45PM +0200,
pavel.si...@linuxbox.czmailto:pavel.si...@linuxbox.cz wrote: I'v got a
mailgate plu
Od:
Kevin Falcone falc...@bestpractical.commailto:falc...@bestpractical.com
Komu:
rt-users@lists.bestpractical.commailto:rt-users@lists.bestpractical.com,
Datum:
14.06.2013 17:28
Předmět:
Re: [rt-users] Is it possible to set CustomField in mailgate plugin?
On Fri, Jun 14, 2013 at 01:23:45PM +0200,
pavel.si...@linuxbox.czmailto:pavel.si...@linuxbox.cz wrote:
I'v got a mailgate plugin in which i am trying to set value to Ticket
CustomField.
I'm using this method:
my ($st,$msg) = $args{Ticket}-AddCustomFieldValue( Field = $CFObj-id,
Value = $id,
RecordTransaction = 1 );
However this always fail with error message:
Failed to save CF value: 100 as value for CF. Error: Custom field 1 does
not apply to this
object
This look like the CF value cannot be assigne just because the ticket
itself does not really
exist yet. Is it the problem?
What's the Action? Is this during creation or a correspond/comment?
Normally folks do CF manipulation from Scrips rather than Mail
Plugins.
-kevin
[attachment att0q8g1.dat deleted by Pavel Šidlo/linuxbox/cz]
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Re: [rt-users] Alert Group when a ticket in placed into stall
Use the On Status Change, and look at the new status of that transaction
in your scrip/template.
Thanks,
Jok
--
| Joachim Thuau | IT Systems Engineer - Linux / SpaceX |
On 5/31/13 9:09 AM, globo michael.obr...@globoforce.com wrote:
Hi
Does anyone have a script to alert a group when a ticket/request is placed
in a Stall condition.
I use the following to alert the group
To: { my $group = RT::Group-new( $RT::SystemUser );
$group-LoadUserDefinedGroup(Group Name);
$group-MemberEmailAddressesAsString; }
but I cant find the Condition (On Stall ) when setting up the script
Any help much appreciated
--
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ed-into-stall-tp54135.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.
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Re: [rt-users] Communication between RT and Zendesk
I am using procmail to change the address before mail reaches rt. I'm using (almost successfully) command by mail on both sides to update requesters and queue based on the content of the email. There is a workflow in zen desk to close the ticket there and send an email with tags at the top to rt, where procmail/scripts take care of cleaning up. Jok On May 28, 2013, at 4:03 AM, Lars Reimann l.reim...@metaways.de wrote: Hi all, we have been asked if RT works (well) together with Zendesk. I wanted to ask you all, if you have had previous experience with this. On my first impression, this could be difficult, since Zendesk uses the relation between reply and Ticket assoziation in the reply-to address (support+id...@subdomain.zendesk.com). Any experiences with this? greetings, l.r. -- RT Training in Seattle, June 19-20: http://bestpractical.com/training -- RT Training in Seattle, June 19-20: http://bestpractical.com/training
Re: [rt-users] Active Directory and RT
For the sake of the archive, was it changing member to memberOf in the group_attr section of your config that fixed it? (realizing that I replied to David off list earlier) Thanks, Jok -- | Joachim Thuau | IT Systems Engineer - Linux / SpaceX | On 5/24/13 3:14 PM, davidneudorfer david.neudor...@lbox.com wrote: That did it! Thank you Glenn. -- View this message in context: http://requesttracker.8502.n7.nabble.com/Active-Directory-and-RT-tp54021p5 4031.html Sent from the Request Tracker - User mailing list archive at Nabble.com. -- RT Training in Seattle, June 19-20: http://bestpractical.com/training -- RT Training in Seattle, June 19-20: http://bestpractical.com/training
Re: [rt-users] RT at a Glance error after upgrade from 4.011 to 4.0.12
On 5/16/13 10:22 AM, Kevin kevin.co...@veracitypayments.com wrote: Both of the errors I am seeing are only occurring under the ROOT login Tools Configuration Users ( Select a user and from their page hit RT at a Glance ) Tools Configuration Global RT at a Glance menu. I receive the error An internal RT error has occurred. Your administrator can find more details in RT's log files. Error log messages in first post Kevin, please provide the error log in question. This will greatly help in debugging the problem. Thanks, Jok -- RT Training in Seattle, June 19-20: http://bestpractical.com/training
Re: [rt-users] auto-populate email from short username?
It would be an interesting scrip, but I believe you would be able to update the user from a on create scrip, and update that one user's email from ldap. That being said, that's not something that is canned, I don't think. (please someone correct me if I'm wrong) Thanks, Jok -- | Joachim Thuau | IT Systems Engineer - Linux / SpaceX | On 5/15/13 2:08 PM, Philip Brown p...@usc.edu wrote: Well, lets try a simpler, hopefully easier to tackle subject line :) lets say I have autocreate turned on. And accounts get created just fine when someone authenticates via web. ... however, the autocreated account name will be just the username. no @my.com What's the best way to get the email field set, with @my.com added, when the account is autocreated? -- RT Training in Seattle, June 19-20: http://bestpractical.com/training -- RT Training in Seattle, June 19-20: http://bestpractical.com/training
Re: [rt-users] REMOTE_USER, external auth, and email mismatching
I have use the LDAPImport extension to pull all my users out of AD into RT. I even submitted a patch on the cpan bug tracker to add a feature to automatically grant rights to some groups based on LDAP queries. (and you'll probably need to merge the users that you have now into their imported equivalent) Thanks, Jok -- | Joachim Thuau | IT Systems Engineer - Linux / SpaceX | On 5/14/13 1:41 PM, Philip Brown p...@usc.edu wrote: On 04/26/13 04:38 PM, Thomas Sibley wrote: On 04/26/2013 02:35 PM, Philip Brown wrote: hi there, We are looking at using kerb auth and mod_auth_kerb as our external auth mechanism for RT. ... I was hoping there was potentially a way to do any of the following: a) automatically drop the @xyz from REMOTE_USER entirely b) autoconvert the @xyz to @real.domain c) (least preferable) have the autocreate routines, atomatically fill in @real.domain as the email address You can accomplish (b) with these options: http://bestpractical.com/rt/docs/latest/RT_Config.html#CanonicalizeEmailA ddressMatch-CanonicalizeEmailAddressReplace You can also do more sophisticated munging by writing your own RT::User::CanonicalizeUserInfo: http://bestpractical.com/rt/docs/latest/RT/User.html#CanonicalizeUserInfo -HASH-of-ARGS Or you can take the easy way of (a) by setting the mod_auth_kerb config option that Jok pointed out earlier. Well, I'm back, now that I've had more time to follow up :) I have tried out using the KrbLocalUser tweak, and run into problems. The email field does not get filled out on autocreate of an account. I then attempted to do the fallback suggested via CanonicalizeEmailAddressMatch after removing the KrbLocalUser from my apache configs. however, the replace did not seem to have any effect. I'm still getting logged in as u...@kerb.my.com rather than u...@my.com for the record, I'm using a match string of '\@.*\.my.com$' and replace of '\@my.com' it's kinda odd that I cant seem to google any sample RT_Config.pm files for this' -- RT Training in Seattle, June 19-20: http://bestpractical.com/training -- RT Training in Seattle, June 19-20: http://bestpractical.com/training
Re: [rt-users] Problem with multple new tickets on same subject
Has anyone from best practical considered integrating these patches in the source? (seems quite harmless from where I stand) Would one just fork the github repo and submit a pull request from there? Thanks, Jok -- | Joachim Thuau | IT Systems Engineer - Linux / SpaceX | On 5/9/13 10:23 AM, k...@rice.edu k...@rice.edu wrote: On Thu, May 09, 2013 at 05:14:59PM +0100, Mª Eugenia Moreno wrote: I am not sure if there is any solution to this. I have been digging everywhere for information but I couldn't find any solution. I am currently using RT 4 as the ticketing system in my company. Below is the scenario: Colleague A emails to the RT¹s email and include Colleague B in the loop as Cc. RT create new ticket (#1 New Test Ticket) and send auto reply email to Colleague A with Ticket ID. Colleague B ²reply all² on the original email sent by Colleague A thus creating another ticket on RT (#2 RE: New Test Ticket). Is there a way to recognize the subject text instead of the ticket ID to avoid the creation of a new ticket? The ideal situation would be to add B email to the same ticket of A email instead of creating a new ticket. At the moment I am doing manually, I go to RT interface and link ticket #2 to ticket #1. I would be very grateful if someone could help. Thanks a lot, Maria Hi Maria, You may want to take a look at this set of patches: http://code.google.com/p/rt-references/ We use something very similar in-house. Regards, Ken -- RT Training in Seattle, June 19-20: http://bestpractical.com/training -- RT Training in Seattle, June 19-20: http://bestpractical.com/training
Re: [rt-users] CommandByMailGroup setting
You can only have one I believe. Jok On May 8, 2013, at 8:15 PM, Thomas Lau thomas@principleone.commailto:thomas@principleone.com wrote: Hi all, CommandByMailGroup does not work in my server. May I know if this setting is correct? Set(@Plugins, qw( RT::Extension::CommandByMail RT::Extension::SLA RT::Extension::RepeatTicket )); Set($CommandByMailGroup, 310346); Set($CommandByMailGroup, 310347); Set($CommandByMailGroup, 310348); Set($CommandByMailGroup, 246519); -- RT Training in Seattle, June 19-20: http://bestpractical.com/training -- RT Training in Seattle, June 19-20: http://bestpractical.com/training
Re: [rt-users] REMOTE_USER, external auth, and email mismatching
Philip, We are in the same boat. Your kerb config can drop the realm part by using the option in your kerb auth section of the apache config with KrbLocalUserMapping set to ON. In combination with that, we have ldap-import (to pull all the users from AD), as well as the proper mapping (sAMAccountName - username) when we import users. We've had instances where someone has managed to send email in from another system with a different email address, and we just merge those new accounts in with the ldap imported accounts on a regular basis (doesn't happen often). Thanks,Jok -- | Joachim Thuau | IT Systems Engineer - Linux / SpaceX | On 4/26/13 2:35 PM, Philip Brown p...@usc.edu wrote: hi there, We are looking at using kerb auth and mod_auth_kerb as our external auth mechanism for RT. Trouble is.. our kerb domain is not the same as people's email address domain. We have mumble-thousand users. Hand-populating things is not an option. So, I was hoping there was potentially a way to do any of the following: a) automatically drop the @xyz from REMOTE_USER entirely b) autoconvert the @xyz to @real.domain c) (least preferable) have the autocreate routines, atomatically fill in @real.domain as the email address
Re: [rt-users] Helpdesk Support in all correspondance
Keep in mind, your mail client may have remembered that the first mail it ever saw came from Helpdesk Support, so check that this isn't a client issue rather than something RT is generating. I believe that Exchange will do interesting things based on the data in active directory and replace the from with what's in there. It might be as simple as verifying if you have an account in AD which has hel...@company.com as an stmp address. Thanks, Jok -- Help improve RT by taking our user survey: https://www.surveymonkey.com/s/N23JW9T
