Re: [rt-users] SSO fallback to RT Login failure

2015-02-02 Thread Kevin Falcone
On Mon, Feb 02, 2015 at 07:51:20AM +, Myrat Saparow wrote: I have been trying to implement SSO on our RT test enviroment, the SSO login from machines that are authenticated by our dc works fine but I can't get it to fall back to RT login when SSO fails. I constantly get the Unauthorized

Re: [rt-users] How to get different queues to send from different email addresses

2015-02-02 Thread Kevin Falcone
On Tue, Feb 03, 2015 at 07:59:18AM +1100, Alex Peters wrote: If you're just relaying to an external server, can you just feed the SMTP connection details into RT and bypass msmtp altogether? Just addressing this part, since the other part (Setting From at the Queue level and/or using

Re: [rt-users] strange things with multi-value custom field in CLI

2015-02-02 Thread Kevin Falcone
On Mon, Feb 02, 2015 at 06:47:50AM +, Eierschmalz, Bernhard wrote: I have one custom field with type “enter multiple values” I tried to create a ticket in CLI and directly enter multiple values into my CF with this command: rt create -t ticket set subject=”test”

Re: [rt-users] Cancel Resolve transaction based on custom fields

2015-01-29 Thread Kevin Falcone
On Thu, Jan 29, 2015 at 03:04:55PM -0500, Alex Vandiver wrote: On Wed, 28 Jan 2015 14:27:22 +0100 Jasper Olbrich jasper.olbr...@students.uni-marburg.de wrote: Is it possible to suppress the status change from open to resolved with a scrip or to include the scrip-induced status change in the

Re: [rt-users] Migrating from MySql to Oracle

2015-01-22 Thread Kevin Falcone
On Wed, Jan 21, 2015 at 11:05:06PM +, Hummer, Greg wrote: I work at a support desk currently using RT 4.0.6 on a MySQL server and we need to switch to RT 4.2.0 on a Oracle Server for fulltext search among other thing. The database administrators are not very familiar with RT, but they

Re: [rt-users] Grant right to a special CF dependet on a specific queue ?

2015-01-22 Thread Kevin Falcone
On Tue, Jan 20, 2015 at 08:35:04PM +, Daniel Schwager wrote: in short: Is it possible to grant SeeCustomField-rights for one CF dependent on a queue ? Assuming from your description that Summary is applied to TheirQueue and InternalQueue, you can either grant SeeCustomField at the

Re: [rt-users] Report for original queue count

2015-01-22 Thread Kevin Falcone
On Thu, Jan 22, 2015 at 11:25:28AM +0100, Vegard Vesterheim wrote: my $ticket = RT::Ticket-new($user); while (my $t = $objs-Next) { $ticket-Load ($t-ObjectId); } You may appreciate my $ticket = $t-Object as a shortcut This is a sledgehammer approach, I know. If you have a many

Re: [rt-users] Postfix can not send email

2015-01-22 Thread Kevin Falcone
On Wed, Jan 21, 2015 at 08:34:57AM -0700, leandro.gs wrote: Hey! I have seen a lot of questions about this, but none of the answers helped me with this issue. Here's the problem, I have an external dedicated email server and I'm using fetchmail to get this emails so RT can proccess it. RT can

Re: [rt-users] Duplicate ticket detection at OnCreate

2015-01-22 Thread Kevin Falcone
On Tue, Jan 20, 2015 at 10:49:48AM +1100, Chris Herrmann wrote: duplicate tickets on creation? I know there's a Nagios plugin - but these aren't Nagios tickets so you don't have a system changing state. In this case the emails all have identical subject tags (like SUBJECT: Warning backup

Re: [rt-users] MoreAboutRequestorTicketList is ignored

2015-01-20 Thread Kevin Falcone
On Tue, Jan 20, 2015 at 12:42:52AM -0700, darthPaal wrote: Hello, I am running RT 4.2.9 and want to view all tickets in the 'More about the requestors' section. I have added the following line in my RT_SiteConfig.pm file: Set($MoreAboutRequestorTicketList, All); but the setting is

Re: [rt-users] is Disable 2 a typo?

2015-01-20 Thread Kevin Falcone
On Tue, Jan 20, 2015 at 04:40:07PM +0100, Marc Chantreux wrote: so my question is: is there a point to use different values that the documented ones? what is it? ___Approvals is a very special queue, so it gets a special Disabled value. It's there to stop people breaking it by accident

Re: [rt-users] CurrentUserEmail in search - better way instead copying Tickets_Local.pm

2015-01-20 Thread Kevin Falcone
On Tue, Jan 20, 2015 at 03:45:36PM +, Daniel Schwager wrote: I would like to create a search finding all my requested tickets without using my hard-coded email-adr. Does Requestor = '__CurrentUser__' not work? Therefore, I overlayed Tickets.pm with Tickets_Local.pm, removing the use

Re: [rt-users] setting a password for a user

2015-01-20 Thread Kevin Falcone
On Fri, Jan 16, 2015 at 02:56:42PM -0500, Boris Epstein wrote: I guess the question still remains, what is the rational behind me being unable to do so just as a user with admin privileges. RT requires an admin password to change another password so that nobody can trick you into clicking on

Re: [rt-users] RT problem with validation

2015-01-14 Thread Kevin Falcone
On Wed, Jan 14, 2015 at 10:05:47AM +, Atif Mehboob wrote: We are trying to use validation” (?#Digits)^[\d.]+$ “in RT 4.2.1. But this validation is not accepting 0 as a digit. It only accepts 1-9 as a digit. Is there any possible way to change the behaviour and make it to accept 0 as a

Re: [rt-users] How do the 'One-time Cc' and 'One-time Bcc' lists get populated

2014-12-17 Thread Kevin Falcone
On Wed, Dec 17, 2014 at 08:55:20AM -0600, k...@rice.edu wrote: I have is that even for new test tickets created by Email that I send which definitely does not have the address in question as a Cc, the address is added as a one-time Cc/Bcc option. :( I tried to find a commandline script to pull

Re: [rt-users] Custom condition not working (simple)

2014-12-17 Thread Kevin Falcone
On Wed, Dec 17, 2014 at 06:11:03PM +, Matt Smith wrote: How come this does not work? I’ve seen some examples of the “DependOnBy” use returning a numeric value, but looking at RT documentation, it appears it should return an array? Basically, I want it to return 1 if there are no child

[rt-users] [rt-announce] RT for Incident Response 3.2.0 Released

2014-12-02 Thread Kevin Falcone
RTIR 3.2.0 is the first release of RTIR compatible with RT 4.2. It is only compatible with RT 4.2.9 and later and will refuse to install on earlier versions of RT 4.2. You should be sure to review both core RT's UPGRADING-4.2 as well as RTIR's UPGRADING-3.2 documentation and any other UPGRADING

Re: [rt-users] Problem with 4.0.22 -- 4.2.9 upgrade

2014-11-26 Thread Kevin Falcone
On Wed, Nov 26, 2014 at 10:47:13AM -0600, Max McGrath wrote: Upgraded a test RT server from 4.0.22 to 4.2.9 yesterday.  Upgrade went smooth and I didn't run into any real big issues. The requested URL /HASH(0x7f632a4a2b98) was not found on this server. With a URL of 

[rt-users] [rt-announce] RTIR 3.0.4 Release

2014-11-24 Thread Kevin Falcone
RTIR 3.0.4 fixes several bugs in 3.0.3 and improves documentation for users upgrading from 2.6 and using SLAs. https://download.bestpractical.com/pub/rt/release/RT-IR-3.0.4.tar.gz https://download.bestpractical.com/pub/rt/release/RT-IR-3.0.4.tar.gz.asc SHA1 sums

Re: [rt-users] 'Vertical size too small' error from rt-email-dashboards

2014-11-21 Thread Kevin Falcone
On Fri, Nov 21, 2014 at 11:01:09AM +, Matthew Rahtz wrote: We're getting an error from our daily rt-email-dashboards Cron job: [Fri Nov 21 06:00:17 2014] [error]: Vertical size too small at /opt/rt4/share/html/Search/Chart line 185. I'm surprised you get the error in cron but not

Re: [rt-users] Difficulties converting mySQL to Oracle

2014-11-21 Thread Kevin Falcone
On Thu, Nov 20, 2014 at 03:46:12PM +, Spradling, LeAnn wrote: We did a mysqldump and imported using Oracle SQL Loader. Our DBAs found a sequence error and corrected it, a number of MYSQL-type delimiters were removed, but we are still getting stuff like the below. I have to start by saying

Re: [rt-users] Quicksearch not displaying queues

2014-11-18 Thread Kevin Falcone
On Tue, Nov 18, 2014 at 01:29:13PM -0500, Sam Florida wrote: I'm receiving an error after migrating from 4.0.8 to a new server with a 4.2.9 install: [error]: Can't call method Name on an undefined value at /opt/rt4/share/html/ Elements/QueueSummaryByLifecycle line 131. Restoring the 4.0.8

Re: [rt-users] Multiple Custom Fields menu items to split up custom fields

2014-11-17 Thread Kevin Falcone
On Mon, Nov 17, 2014 at 11:26:58AM -0500, Chris Hall wrote: Is there a way to make multiple menu items for custom fields, and then split my custom fields into those separate menu items? For example: A queue I'm working on will have around 30 custom fields. They are topical, so they'd

Re: [rt-users] How to move an existing database to a new server

2014-11-11 Thread Kevin Falcone
On Fri, Nov 07, 2014 at 05:03:49AM -0700, Vas wrote: A little update. I have manage to install rt 4.2.9 on a dev server on ubuntu 14.4.1 :) I have followed as you recommended this: http://bestpractical.com/docs/rt/latest/backups.html#Restoring-from-backups and have made the rt-dump.sql.gz and

Re: [rt-users] rt-crontool error

2014-11-11 Thread Kevin Falcone
On Mon, Nov 10, 2014 at 12:39:14AM -0500, supp...@pureview.com wrote: I'm running this crontool line: rt-crontool --search RT::Search::FromSQL --search-arg Queue = 'general' AND Owner != 'Nobody' AND ( Status = 'open' OR Status = 'new' ) AND Created '1 day ago' --action RT::Action::SendEmail

Re: [rt-users] New error while importing assets

2014-11-11 Thread Kevin Falcone
On Mon, Nov 10, 2014 at 11:46:45AM -0500, Mitch Kyser wrote: After creating several Catalogs and successfully importing Assets into them from CSV files, I am now getting an error I can't seem to figure out.  The error I am seeing looks like this; I'm guessing that maybe you forgot to apply one

Re: [rt-users] login via html-form (username/password) and WebExternalAuth side-by-side

2014-11-11 Thread Kevin Falcone
On Tue, Nov 11, 2014 at 12:45:41PM +0100, Luca Mazzaferro wrote: I want to give my users the possibility to login to rt through an SSO-mechanism (here: kerberos). It works fine if I require a Kerberos -ticket in through apache2. However, I would like to either have the people type their

Re: [rt-users] How to move an existing database to a new server

2014-11-03 Thread Kevin Falcone
On Mon, Nov 03, 2014 at 03:22:13AM -0700, Vas wrote: thank you for your input. I tried what you suggested and it gave me the following error: http://requesttracker.8502.n7.nabble.com/file/n58916/rtupgrade.png I would be grateful for some advice on what the problem may be. I assume you've

Re: [rt-users] Emails to Queue Alias, still merge to other queue

2014-11-03 Thread Kevin Falcone
On Mon, Oct 20, 2014 at 11:01:20AM -0400, Root Kev wrote: The issue is when some who is an adminCC on a support queue then forwards the ticket email (without removing the ticket number) to a engineering queue email, I understand your use case, I was explaining why RT itself has the behavior

Re: [rt-users] Change AutoResponse Global Template based on time of the day

2014-11-03 Thread Kevin Falcone
On Mon, Oct 20, 2014 at 10:29:10AM -0400, rjandric via rt-users wrote: The screenshots seemed to be wrong in my last post, but here they are: http://requesttracker.8502.n7.nabble.com/file/n58872/Screen_Shot_AfterHrs.png

Re: [rt-users] Not receiving alerts when requester responds to h...@support.domain.com

2014-11-03 Thread Kevin Falcone
On Wed, Oct 22, 2014 at 10:24:07AM -0700, advansuper wrote: This system has been in place and setup by another user previously, however, when a requester responds to just h...@support.domain.com the ticket owner or the tech responding to the ticket does not get any email alerts of replies

Re: [rt-users] Auto Resolve Aged Tickets - Custom Email Template

2014-11-03 Thread Kevin Falcone
On Wed, Oct 22, 2014 at 01:21:05PM -0700, wrender wrote: - If we manually resolve a ticket, this should send out one email template - If there is an aged ticket, we want it to auto resolve, and then send out a different custom template (I can get the tickets to auto resolve no problem with

Re: [rt-users] rt-users] Continued Migrations Questions -

2014-11-03 Thread Kevin Falcone
On Thu, Oct 23, 2014 at 01:21:27PM +1100, Chris Herrmann wrote: Yes you can do this on a per queue basis. My term for this is per queue branding - I'm not sure if there's an official term for it. A disclaimer - Most of the things in the Queue Admin page (such as the subject tag) are referred to

Re: [rt-users] Requestor Last Response

2014-11-03 Thread Kevin Falcone
On Thu, Oct 23, 2014 at 12:28:34PM +0100, Ricky Burgin wrote: In search, is there a way of determining if the last response of a ticket was from a requestor, and also when their last response was? Do you mean to search on it or to see it displayed in the search results? If the former, not

Re: [rt-users] Stop Auto-Reply message to specific address

2014-11-03 Thread Kevin Falcone
On Wed, Oct 29, 2014 at 05:45:11PM +, Todd French wrote: The automated systems addresses show up in the user list and I tried removing the email field from those entries but RT is still attempting to deliver the autoreply. This is the standard solution and works quite well for us. You

Re: [rt-users] Enable requestors to view ticket without logging in

2014-11-03 Thread Kevin Falcone
On Wed, Oct 29, 2014 at 09:51:41AM +0100, Rinke Colen wrote: Customers create tickets by sending an email. The automated response contains a link to the ticket. When the requestor follows that link, they are required to log in. Since they don't have a user account they can't. How can I

[rt-users] [rt-announce] RT 4.2.9 Released

2014-10-29 Thread Kevin Falcone
RT 4.2.9 is now available RT 4.2.9 is a bugfix release and includes a fix needed to release RTIR 3.2.0. https://download.bestpractical.com/pub/rt/release/rt-4.2.9.tar.gz https://download.bestpractical.com/pub/rt/release/rt-4.2.9.tar.gz.asc SHA1 sums f3433d388d59283b4ea28d588af69fd16f870aae

[rt-users] [rt-announce] RTIR 3.0.3 Released

2014-10-22 Thread Kevin Falcone
RTIR 3.0.3 contains a number of bug fixes since 3.0.2 We noticed that the upgrade script from 2.6-3.0 removed all of the RTIR specific SLA Scrips but failed to account for the SLA Custom Field. This would cause confusion if you installed RT::Extension::SLA and tried to use it with two SLA fields.

Re: [rt-users] Send email reminder fails with undefined value

2014-10-16 Thread Kevin Falcone
On Thu, Oct 16, 2014 at 05:13:38AM -0700, fleon wrote: Can't i use RT::Action:SendEmail instead of RT::Action::Notify to avoid getting the transaction on the ticket in the first place? That way i could delete the callback...But i would need SendEmail to be able to read the ticket information

Re: [rt-users] Emails to Queue Alias, still merge to other queue

2014-10-16 Thread Kevin Falcone
On Wed, Oct 15, 2014 at 10:23:48AM +0200, Emmanuel Lacour wrote: Is there any way to force RT to respect the incoming email/queue from rt-mailgate over merging by the ticket numbers (when this type of thing occurs)? As I believe has been said, but I'll repeat it. Using the ticket id instead

Re: [rt-users] Handful of users showing up in owner dropdown but have no access

2014-10-16 Thread Kevin Falcone
On Wed, Oct 15, 2014 at 11:56:38AM -0400, Mike Johnson wrote: I did that query and it returned 26 rows. All of the returned rows say the PrinicpalType is Group, which I would assume means the 'OwnTicket' right is not granted to a specific user anywhere in RT. Nope, every user in RT has a group

Re: [rt-users] CC answering ticket issue

2014-10-14 Thread Kevin Falcone
On Tue, Oct 14, 2014 at 12:56:28PM +, Cedric Pages wrote: After investigating, I figure it out that, when I create a ticket by sending an email to supp...@ourcompany.com and set other email addresses under Cc, the ticket is well created and I’m the requestor but the Cc persons of my email

Re: [rt-users] Send email reminder fails with undefined value

2014-10-14 Thread Kevin Falcone
On Tue, Oct 14, 2014 at 07:16:47AM -0700, fleon wrote: Revisar el ticket #{$Target-Id} y resolver de ser posible. {RT-Config-Get('WebURL')}Ticket/Display.html?id={$Target-Id} I understand the error, it doesn't like $Target-Id, i guess it isn't available at that moment, but that template is

Re: [rt-users] RT::Extenstion::Timeline

2014-10-14 Thread Kevin Falcone
On Sat, Oct 11, 2014 at 01:02:13AM +0300, Woody - Wild Things wrote: Does anyone have any info regarding MIT/smile's timeline extension (http://search.cpan.org/~htchapman/RTx-Timeline-0.03/lib/RT/Extension/Timeline.pm) It was a great feature for 3.x but seems to be not current with 4.x What

Re: [rt-users] Handful of users showing up in owner dropdown but have no access

2014-10-14 Thread Kevin Falcone
On Fri, Oct 10, 2014 at 01:47:59PM -0400, Mike Johnson wrote: I look at the list of owners for a queue, and there are 5 users that show up in that list(that shouldn't be there), but when I go to their account, they aren't part of any groups, and they don't have any rights assigned to them

Re: [rt-users] Auto Resolve Aged Tickets - Custom Email Template

2014-10-14 Thread Kevin Falcone
On Fri, Oct 10, 2014 at 08:39:18AM -0700, wrender wrote: Does anyone know how to auto resolve tickets after so many days, and email out a custom template? https://bestpractical.com/docs/rt/latest/automating_rt.html#Auto-resolve-Aged-Tickets And the reminders doc has examples of sending email

Re: [rt-users] Send email reminder fails with undefined value

2014-10-14 Thread Kevin Falcone
On Tue, Oct 14, 2014 at 11:30:31AM -0700, fleon wrote: Kevin Falcone-2 wrote This reminder is for ticket #{$Target = $Ticket-RefersTo-First-TargetObj;$Target-Id}. BTW i still get Template parsing error: Can't call method TargetObj on an undefined value at template line 3 with that example

Re: [rt-users] Send email reminder fails with undefined value

2014-10-14 Thread Kevin Falcone
On Tue, Oct 14, 2014 at 11:22:57AM -0700, fleon wrote: The NotifyActor documentation says that RT doesn't notify the person that does an update, however IMHO cron should be exempted by default since you don't usually run cron jobs in response of events (aren't scrips for that?). No biggie

Re: [rt-users] Adjust life cycle while it's in use

2014-10-10 Thread Kevin Falcone
On Fri, Oct 10, 2014 at 10:50:40AM +0200, Rinke Colen wrote: This lifecycle is in use however. There are no tickets in the state that I want to remove. Is it possible (and safe) to just change the lifecycle and restart the webserver? Since no tickets are in the state you want to remove, you're

Re: [rt-users] Potential bug in 3.8.8?

2014-10-09 Thread Kevin Falcone
On Wed, Oct 08, 2014 at 09:45:24AM +, Anthony Swift wrote: I’m working with a new customer who uses RT 3.8.8 and I am trying to integrate with dynamics CRM as part of a sales process. I have a solution now where I can create a ticket using the REST API. This returns me an ID which I wish

Re: [rt-users] Address field behavior with RT 4.0.1 upgrade

2014-10-09 Thread Kevin Falcone
On Thu, Oct 09, 2014 at 02:48:12PM +, Brumm, Torsten / Kuehne + Nagel / Ham GI-ID wrote: has this already bin fixed or implemented already? I just read the RT Announcements up to 4.0.22 and couldn't find any hint. No. In 4.2, privileged triggers using a data attribute of the input, which

Re: [rt-users] connect Multiple Servers LDAP

2014-10-09 Thread Kevin Falcone
On Tue, Oct 07, 2014 at 04:09:29PM -0500, Julio Cesar Arevalo Blanco wrote: Thanks Kevin, check the items you suggested and now it works perfect. I would like to know how I can configure 2 LDAP servers for authentication? or you may chain 'base' configuration file RT_SiteConfig. Include two

Re: [rt-users] Best way to configure non-technical Manager in RT 4 who needs to check RT (but not create) saved searches?

2014-10-09 Thread Kevin Falcone
On Wed, Oct 08, 2014 at 01:37:48PM -0700, Duncan Napier wrote: - SelfService access by default - But can run search URLs http://my.company.com/Search/Results.html?Format= ... In other words, forcing privileged users to have a SelfService home page, while still granting the privilege to

Re: [rt-users] Template compilation error

2014-10-07 Thread Kevin Falcone
On Tue, Oct 07, 2014 at 10:09:32AM -0400, doug downham wrote: looking at the documentation for the two, it looks like the 3.8 template should still be valid in 4.2.6. If I copy and paste that template into a new template in 4.2.8, after resolving the missing module error (presented to me in

Re: [rt-users] CommandByMail plugin installation

2014-10-07 Thread Kevin Falcone
On Tue, Oct 07, 2014 at 11:45:38AM +0200, Olivier Lumineau wrote: Also, did you already add RT::Extension::CommandByMail to Plugins in your RT_SiteConfig.pm, before running make install? Yes but not correctly :-[ I've added it like other plugins : Plugin('RT::Extension::CommandByMail');

Re: [rt-users] Problem with HTML tags appearing in correspondence

2014-10-07 Thread Kevin Falcone
On Tue, Oct 07, 2014 at 03:49:31PM +0530, Ajay Kumar wrote: It removes that HTML tags while sending mails.  Like I send mail via web following test You may happy to know that RT is now working. Cheers, Ajai following will be sent to user You may happy to know that RT is now

Re: [rt-users] Help - RT4.2.7 Authen::ExternalAuth via, OpenLDAP

2014-10-07 Thread Kevin Falcone
On Mon, Oct 06, 2014 at 02:34:40PM -0400, William Clarke wrote: RT 4.2.7 and RT-Authen-ExternalAuth-0.23 0.23 or 0.23_01 the dev release? Your log points to line 491 [29370] [Mon Oct  6 18:20:02 2014] [error]: Couldn't create user wclarke: Could not set user info

Re: [rt-users] Error connect LDAP on Zimbra 7.2

2014-10-07 Thread Kevin Falcone
On Mon, Oct 06, 2014 at 01:44:07PM -0500, Julio Cesar Arevalo Blanco wrote: Plugin('RT::Authen::ExternalAuth'); Set( @Plugins, qw(RT::Authen::ExternalAuth)); This is wrong. All it does is overwrite the first line with the second line. Delete the second line.

Re: [rt-users] Help - RT4.2.7 Authen::ExternalAuth via, OpenLDAP

2014-10-07 Thread Kevin Falcone
On Tue, Oct 07, 2014 at 11:46:57AM -0400, William Clarke wrote: Ouch, I apologize I missed that. I was initially using .23 release but then later installed the latest dev .23_01 in hopes all my problems would vanish. Well just reinstalled .23 just now and the logs I'm seeing might be a little

Re: [rt-users] newbie queue managemnet question: bulk actions

2014-10-07 Thread Kevin Falcone
On Tue, Oct 07, 2014 at 04:20:26PM +, Karres, Dean wrote: I’m not sure what the best practice is here. What I want to do is a bulk move of all “new” tickets in our general queue who’s subject matches a pattern to another queue. Is that something best handled as a special perl script?

Re: [rt-users] Help - RT4.2.7 Authen::ExternalAuth via OpenLDAP

2014-10-06 Thread Kevin Falcone
On Fri, Oct 03, 2014 at 01:50:54PM -0400, William Clarke wrote: A little more info after checking rt4 logs: Oct  3 10:20:16 rtracker6 RT: [16022] RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Disabled: , EmailAddress: , Gecos: wclarke, Name: wclarke, Privileged: Oct  3 10:20:16

Re: [rt-users] Problem with HTML tags appearing in correspondence

2014-10-06 Thread Kevin Falcone
On Sat, Oct 04, 2014 at 11:26:27AM +0530, Ajay Kumar wrote: rt4.2.1 with db.Then we are observing that HTML comments/correspondence are not working. You're going to have to explain what not working means. Additionally, why are you upgrading to 4.2.2, the current release is 4.2.8. -kevin

Re: [rt-users] CommandByMail plugin installation

2014-10-06 Thread Kevin Falcone
On Mon, Oct 06, 2014 at 10:03:59AM +0200, Olivier Lumineau wrote: I'm trying to install CommandByMail Plugin and it's not working. What version of RT? # make install Installing /opt/rt4/local/plugins/RT-Extension-CommandByMail/lib/RT/Extension/ CommandByMail.pm Installing

Re: [rt-users] Can't add multiple attachments on reply

2014-10-02 Thread Kevin Falcone
On Thu, Oct 02, 2014 at 05:55:31PM +1000, Alex Peters wrote: Thanks for confirming.  Interestingly, another user had the same problem with RT v4.2.6: [1]http://requesttracker.8502.n7.nabble.com/ RT-4-2-6-Cannot-attach-multiple-attachments-when-opening-tickets-td58369.html Unfortunately

Re: [rt-users] Pg, full-text indexing, getting search misses

2014-10-02 Thread Kevin Falcone
On Wed, Oct 01, 2014 at 03:37:25PM -0400, Jeff Blaine wrote: RT 4.2.5 PostgreSQL 8.4 from RHEL 6.x In production, working fine in general 1. Ticket 100 contained (as text/plain) the string 'f...@bar.com' 2. Ticket 100 was merged into ticket 999 3. rt-fulltext-indexer *has run* (it runs

Re: [rt-users] Combobox not rendered and working correctly

2014-10-02 Thread Kevin Falcone
On Wed, Oct 01, 2014 at 03:14:49AM -0700, andriusk wrote: Hello, was this fixed? I only need a commit for this fix. I see no branch tied to that ticket, which will happen whenever someone pushes a branch to fix it. -kevin pgpq6IN48jd8D.pgp Description: PGP signature -- RT Training November 4

Re: [rt-users] NoAuth CSS redirected to the current defaultpage?

2014-10-02 Thread Kevin Falcone
On Wed, Oct 01, 2014 at 02:59:59PM +0200, Marc Chantreux wrote: hello, i'm trying to run rt-server.fcgi via nginx with the following configuration. I can load the first page without any CSS. Have you tried the nginx config documented in RT first, before moving on to the custom one?

Re: [rt-users] Scrip to modify a ticket's text content?

2014-10-02 Thread Kevin Falcone
On Mon, Sep 29, 2014 at 05:27:17AM -0700, fleon wrote: We are using Exchange 2007 and tickets get created just fine by using Exchange's smarthost feature. The issue is that we have set some of that disclaimers that get added to every email, and sadly 2007 doesn't seem to have an option to

Re: [rt-users] add cc on ticket create based on custom field - and a quick selfservice question

2014-09-26 Thread Kevin Falcone
On Fri, Sep 26, 2014 at 03:16:10PM +0100, David Lane (IT Support) wrote: 1) Users are members of a security group, I was thinking i could create a CF and add the cc user in there and have a scrip to add them as a cc - any ideas or recipes appreciated... We don't run a queue for each customer so

Re: [rt-users] Permissions to let a user administer a queue

2014-09-26 Thread Kevin Falcone
On Fri, Sep 26, 2014 at 06:12:13AM -0700, fleon wrote: Turns out i had to enable SeeQueue as a global right. I am thinking unprivileged, privileged, everyone are internal groups therefore i needed the permission. SeeQueue or SeeGroup? If you really fixed this with SeeQueue, then your complaint

Re: [rt-users] 1-Asset tracker vs Assets ; 2-Relationship graphs

2014-09-22 Thread Kevin Falcone
On Fri, Sep 19, 2014 at 07:08:37PM -0400, Gaston Huot wrote: For the second point, yes that was the question was about a more versatile way than selecting all the checkboxes... In fact I was trying to remove the word Subject from the boxes without removing the subject itself. That's rather

Re: [rt-users] Bug in rt-dump-metadata

2014-09-22 Thread Kevin Falcone
On Mon, Sep 22, 2014 at 01:46:22PM +0200, Joop wrote: I'm looking at migrating some data from one instance of RT to another and I'm using rt-dump-metadata (4.2.7) to see what I can use. You may actually want to be using the migration tools built into 4.2 Invoking it with the '-a' option leads

Re: [rt-users] Missing translation of Take after upgrade to 4.2.7

2014-09-19 Thread Kevin Falcone
On Fri, Sep 19, 2014 at 03:24:19PM +0200, markus.wildb...@eu.magna.com wrote: I've encountered a problem after the upgrade to 4.2.7: In the system saved search 10 newest unowned tickets the string Take is not translated anymore. Is there something i can do? All worked fine before the update.

Re: [rt-users] Catch all ticket changes in one scrip

2014-09-19 Thread Kevin Falcone
On Sat, Sep 20, 2014 at 12:44:46AM +1000, Alex Peters wrote: When you change a ticket's subject and status in a single update, two transactions are created.  A TransactionBatch scrip should run only once for both transactions.  The SLA extension seems to be interfering with this expected

Re: [rt-users] Assigning HeldBy users during Asset Import

2014-09-19 Thread Kevin Falcone
On Thu, Sep 18, 2014 at 01:04:39PM -0400, Mitch Kyser wrote: Ok, after double checking my csv file and running a few more tests; If there is no user in the HeldBy field then the import will add the user in the csv file. If the user in the csv file is different from the user already in

Re: [rt-users] Reminders not visible in My Reminders

2014-09-19 Thread Kevin Falcone
On Fri, Sep 19, 2014 at 06:33:15AM +1200, kjcsb wrote: Since upgrading to RT 4.2.6 users can no longer see their reminders in the My Reminders section of the At a Glance page. The reminder is visible on the original ticket and has an owner and a due date. Any suggestions on how to debug this

Re: [rt-users] 1-Asset tracker vs Assets ; 2-Relationship graphs

2014-09-19 Thread Kevin Falcone
On Fri, Sep 19, 2014 at 10:16:46AM -0400, Gaston Huot wrote: 1- Could someone explain to me the difference between Asset tracker extension and Assets extension ?  We wrote and maintain Assets http://bestpractical.com/assets/ The authors of Asset Tracker don't appear to be responsive, nor has

Re: [rt-users] Duplicate Subject: line in some tickets

2014-09-18 Thread Kevin Falcone
Please don't CC both rt-users and rt-devel, pick one. On Wed, Sep 17, 2014 at 02:07:09PM -0700, Brian McNally wrote: I recently upgraded RT from 3.6.6 - 3.8 - 4.2.7 and I've noticed that some (it seems to be new) tickets have two Subject: lines in them. For example, when looking at the full

Re: [rt-users] Assigning HeldBy users during Asset Import

2014-09-18 Thread Kevin Falcone
On Thu, Sep 18, 2014 at 10:09:52AM -0400, Mitch Kyser wrote: role from my csv file.  There were a few exceptions and any asset that already had a HeldBy entry did not get updated.  Thanks, that will get me by for now. It should only be skipping this if the same user is specified as HeldBy.

Re: [rt-users] Assigning HeldBy users during Asset Import

2014-09-17 Thread Kevin Falcone
On Fri, Sep 12, 2014 at 10:15:19AM -0700, mkyser wrote: 'Role name HeldBy must be single-value for column Username, skipping' For no particular reason, the code requires that you assign to a single-value Role and disallows roles that could contain multiple people. In the case of Assets, this

Re: [rt-users] Assigning HeldBy users during Asset Import

2014-09-17 Thread Kevin Falcone
On Wed, Sep 17, 2014 at 02:27:57PM -0400, Mitch Kyser wrote: Thanks for the response.  I took a look at /opt/rt4/local/plugins/ RT-Extension-Assets-Import-CSV/lib/RT/Extension/Assets/Import/[1]CSV.PM and removed the check you suggested by commenting out lines 64 thru 67; #if ( not

Re: [rt-users] Removing ticket links

2014-09-16 Thread Kevin Falcone
On Wed, Sep 10, 2014 at 03:20:29AM -0700, andriusk wrote: How can I remove the links ticket is parent of? I do not need to remove the linked tickets but the link itself/ Is that possible? Click on the Links box, click on the checkboxes to delete links. -kevin pgpPftt18AzoC.pgp Description:

Re: [rt-users] How to add a group

2014-09-16 Thread Kevin Falcone
On Wed, Sep 10, 2014 at 04:13:14PM +0200, Albert Shih wrote: Hi everyone. I want to add a group (defined inside RT) in a script ? I find something on the web who use de AddWatcher like something : my ($success, $msg)= $ticket-AddWatcher( Type = AdminCc,

Re: [rt-users] Reply-To - Friendly Display Name Missing

2014-09-16 Thread Kevin Falcone
On Wed, Sep 10, 2014 at 10:51:37AM -0700, wrender wrote: This seems to cause Microsoft Outlook 2013 to not populate the user in the Autocomplete email addresses it stores. Ideally this would populate so the people using Outlook could type the RT Staff name, and it would come up in their

Re: [rt-users] Number of displayed rows of a saved search in dashboard

2014-09-16 Thread Kevin Falcone
On Wed, Sep 10, 2014 at 03:18:32PM +0200, markus.wildb...@eu.magna.com wrote: In my opinion, it would be best to have a seperated control for the number of rows displayed in the WebUI, completly separated from the subscriptions. Sounds like something for the feature-requests queue on

Re: [rt-users] Suddenly format of forwarded mails from RT is changing

2014-09-16 Thread Kevin Falcone
On Thu, Sep 11, 2014 at 10:05:45AM +0530, Ajay Kumar wrote: We have not done any change as per my team.   Is it bug? While responding ,it removes the html tags. Will upgrading to rt 4.2.6 resolve the problem. If it's suddenly removing html tags and wasn't before, that sounds like a change

Re: [rt-users] rt-shredder choking on gigantic ticket.

2014-09-16 Thread Kevin Falcone
On Thu, Sep 11, 2014 at 09:00:29AM +, Luke Benfey wrote: So, I guess my question is whether anyone has any better suggestion for how to get rid of this ticket? Shred all the transactions, one at a time (in a programmed loop) and then come back for the ticket itself. -kevin

Re: [rt-users] ticket graph properties and unlimited depth

2014-09-16 Thread Kevin Falcone
On Fri, Sep 12, 2014 at 09:14:07AM +0200, Christian Loos wrote: I would propose to display only one property level if you set maximum depth to unlimit and apply this properties to all tickets. Do you mean display one property selector box and then apply it everywhere? That seems reasonable.

Re: [rt-users] Rich editor not present after upgrade from 4.2.0 - 4.2.7

2014-09-16 Thread Kevin Falcone
On Mon, Sep 15, 2014 at 11:30:12PM +0200, Danny Krøger wrote: Today I upgraded our RT installation from 4.2.0 to 4.2.7. Most things are working as expected, however for some reason the rich text editor is not available anymore. New tickets and reply's default to text only. Please be more

Re: [rt-users] rt::extension::import::csv docs

2014-09-16 Thread Kevin Falcone
On Tue, Sep 16, 2014 at 11:43:35AM +0100, David Lane (IT Support) wrote: The distribution notes say i should run  SYNOPSIS rt-assets-import /path/to/assets.csv HOW? It would be really helpful to create a work-through for this...  I don't understand your question. It's a command line

Re: [rt-users] difference between user Comments and FreeformContactInfo

2014-09-16 Thread Kevin Falcone
On Mon, Sep 08, 2014 at 11:51:52AM +0200, Christian Loos wrote: what is the difference between the user Comments field and the FreeformContactInfo field, from a user or admin view. The difference I noticed is that FreeformContactInfo have a column_map entry and Comments doesn't (in branch

Re: [rt-users] Greek Language Problem

2014-09-15 Thread Kevin Falcone
On Tue, Sep 09, 2014 at 07:46:15AM +0300, Giannis Monogioudis wrote: Anyone can help please? When I'm creating a new ticket with Greek Characters in Subject and Message, i am getting the following error. You've neglected to tell us your RT and RTIR versions (since this error clearly comes

Re: [rt-users] Custom Scrip on queue change

2014-09-08 Thread Kevin Falcone
On Mon, Sep 08, 2014 at 01:09:39PM +0100, Guy Baxter wrote: I'm looking to write a custom scrip that triggers a template when a ticket changes from a specific queue to another specific queue. How do I go about this please? Create a Queue level Scrip using

Re: [rt-users] Problem in searching date

2014-09-05 Thread Kevin Falcone
On Fri, Sep 05, 2014 at 04:46:35PM +0800, Chrilly Cheng wrote: I found the cause of this issue. It's not a problem with midnight Sunday or something, it is about the Custom Field. I set the build-in Starts date to Proposed Start Time(GMT), then run Queue = 'ChangeRequest' AND Status !=

Re: [rt-users] Saved system search, created tickets

2014-09-05 Thread Kevin Falcone
On Fri, Sep 05, 2014 at 11:52:05AM +0300, Tomi Viikari wrote: Is there way to create saved system search to search tickets user created? This way creator - is - [me] Click on the edit tab for My Tickets on the home page and click through to edit the search. You'll see the special

Re: [rt-users] Custom field description.

2014-09-05 Thread Kevin Falcone
On Fri, Sep 05, 2014 at 03:37:09PM +0200, Albert Shih wrote: I would like to known what's the purpose of « Description » for a Custom Field ? At this time, it is only used to aid Admins in knowing the purpose of the custom field. Patches to add callbacks to ShowCustomFields and

Re: [rt-users] Include Template in another template

2014-09-05 Thread Kevin Falcone
On Fri, Sep 05, 2014 at 01:57:15PM +0200, Tobias H. wrote: I would like to know if there is any possibility to include a template into another one. To clearify what I would like to do: I want to put the name of the company and some other legal information on the bottom of any email that is

Re: [rt-users] Tickets from other Ticketsystem

2014-09-03 Thread Kevin Falcone
-boun...@lists.bestpractical.com] Im Auftrag von Kevin Falcone Gesendet: Freitag, 22. August 2014 16:01 An: rt-users@lists.bestpractical.com Betreff: Re: [rt-users] Tickets from other Ticketsystem On Tue, Aug 19, 2014 at 05:36:04AM +, Eierschmalz, Bernhard wrote: we have one customer

Re: [rt-users] RT Extension installation on Centos 6

2014-09-03 Thread Kevin Falcone
On Fri, Aug 29, 2014 at 01:57:42PM +0200, Christian Loos wrote: So the extension mason components are installed in RT::MasonComponentRoot which I think is total wrong. As the user says that there is no RT::LocalPluginPath I would think there is something wrong with the RT package in Cenos.

Re: [rt-users] User Question for RT4/RSS

2014-09-03 Thread Kevin Falcone
On Mon, Sep 01, 2014 at 04:16:37AM -0500, Collin Wynne wrote: What did was install feeddemon the other day and put in RSS feed URLs from RT for Me, and each other guy and RSS for the full queue. Set up all kinds of feeds. Here is what I was hoping it would do: browse the Queue list and and

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