[rt-users] Reopen closed ticket
Hi, how can an AGENT reopen a closed (NOT resolved, closed) ticket? TIA Matthias -- MHC SoftWare GmbH Fichtera 17 96274 Itzgrund/Germany voice: +49-(0)9533-92006-0 fax: +49-(0)9533-92006-6 e-mail: i...@mhcsoftware.de HR Coburg: B2242 Geschäftsführer: Matthias Henze -- RT Training November 4 & 5 Los Angeles http://bestpractical.com/training
Re: [rt-users] closing a ticket
Thanks! Found the problem. The template was name - for what reason ever - with my username instead of "Resolved". I renamed it to "Resolved" and every thing works as expected. Thanks again! Am 06.08.2014 um 19:01 schrieb Kevin Falcone: > On Wed, Aug 06, 2014 at 03:01:29PM +0200, Matthias Henze wrote: >> Am 06.08.2014 um 14:52 schrieb Alex Peters: >>> Did you follow all of the upgrade steps as documented in the README, >>> including running "make upgrade-database" or "rt-setup-database"? >> >> Well ... I think so ... at least the database is upgraded. > > The only real reason that On Resolve Notify Requestors can fail to > prepare is that the Template fails to parse. > > Check that > a) > Nobody has a blank Queue Level template called Resolved which would > disable outgoing mail (common trick on older RTs that have been > upgraded). > b) > The Resolved template exists and is valid (try editing and saving it) -- MHC SoftWare GmbH Fichtera 17 96274 Itzgrund/Germany voice: +49-(0)9533-92006-0 fax: +49-(0)9533-92006-6 e-mail: i...@mhcsoftware.de HR Coburg: B2242 Geschäftsführer: Matthias Henze -- RT Training - Boston, September 9-10 http://bestpractical.com/training
Re: [rt-users] closing a ticket
Am 06.08.2014 um 14:52 schrieb Alex Peters: > Did you follow all of the upgrade steps as documented in the README, > including running "make upgrade-database" or "rt-setup-database"? Well ... I think so ... at least the database is upgraded. -- MHC SoftWare GmbH Fichtera 17 96274 Itzgrund/Germany voice: +49-(0)9533-92006-0 fax: +49-(0)9533-92006-6 e-mail: i...@mhcsoftware.de HR Coburg: B2242 Geschäftsführer: Matthias Henze -- RT Training - Boston, September 9-10 http://bestpractical.com/training
Re: [rt-users] closing a ticket
Am 06.08.2014 um 13:41 schrieb Alex Peters: > What's the numeric ID of the scrip responsible for emailing requestors > when a ticket is resolved, and what is its configuration? scrip #10 Description:On Resolve Notify Requestors Condition: On Reslove Action: Notify Requestor Template: Resolved Applies to: Global Enabled No "User Defined conditions and results" What I also miss is an option to just close a ticket (e.g. due to inactivtiy) without marking it as resoved. -- MHC SoftWare GmbH Fichtera 17 96274 Itzgrund/Germany voice: +49-(0)9533-92006-0 fax: +49-(0)9533-92006-6 e-mail: i...@mhcsoftware.de HR Coburg: B2242 Geschäftsführer: Matthias Henze -- RT Training - Boston, September 9-10 http://bestpractical.com/training
Re: [rt-users] closing a ticket
Am 06.08.2014 11:20, schrieb Alex Peters: > By default, RT_Config variable $NotifyActors is set to a false value, > which means RT doesn't send mail to the person that initiated the > action. If you're resolving a ticket and you're one of the requestors, > you won't receive email in this scenario. When I set "$NotifyActors" to 1 the the staff person get a notification when he takes the ticket. The requestor does not get any auto generated message but the initial reply for the ticket. > If that's not the problem, is the relevant scrip applied to the correct > queues? When I look at the scrips for the queue I can see the scrip for notification on resolve. > If that's not the problem, what does RT's debug log report when you > resolve a ticket? RT logs when I resolve the ticket and set "Update Type" ot "Comments" and "Status" to "resolved", as I was used to with 4.0 where the requestor got notified that the ticket was closed : [23619] [Wed Aug 6 09:44:09 2014] [debug]: About to prepare scrips for transaction #11167 (/opt/rt4/sbin/../lib/RT/Transaction.pm:187) [23619] [Wed Aug 6 09:44:09 2014] [debug]: Found 5 scrips for TransactionCreate stage with applicable type(s) Status for txn #11167 on ticket #637 (/opt/rt4/sbin/../lib/RT/Scrips.pm:495) [23619] [Wed Aug 6 09:44:09 2014] [debug]: Skipping Scrip #2 because it isn't applicable (/opt/rt4/sbin/../lib/RT/Scrips.pm:353) [23619] [Wed Aug 6 09:44:09 2014] [debug]: Skipping Scrip #10 because it didn't Prepare (/opt/rt4/sbin/../lib/RT/Scrips.pm:361) [23619] [Wed Aug 6 09:44:09 2014] [debug]: Skipping Scrip #12 because it isn't applicable (/opt/rt4/sbin/../lib/RT/Scrips.pm:353) [23619] [Wed Aug 6 09:44:09 2014] [debug]: Skipping Scrip #13 because it didn't Prepare (/opt/rt4/sbin/../lib/RT/Scrips.pm:361) [23619] [Wed Aug 6 09:44:09 2014] [debug]: About to commit scrips for transaction #11167 (/opt/rt4/sbin/../lib/RT/Transaction.pm:210) [23619] [Wed Aug 6 09:44:09 2014] [debug]: Committing scrip #11 on txn #11167 of ticket #637 (/opt/rt4/sbin/../lib/RT/Scrips.pm:306) [23619] [Wed Aug 6 09:44:09 2014] [warning]: Couldn't load object RT::Transaction #0 (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:3027) [23619] [Wed Aug 6 09:44:09 2014] [debug]: Found 0 scrips for TransactionBatch stage with applicable type(s) Status for txn #11167 on ticket #637 (/opt/rt4/sbin/../lib/RT/Scrips.pm:495) [23619] [Wed Aug 6 09:44:10 2014] [debug]: Rendering attachment #7820 of 'text/html' type (/opt/rt4/share/html/Elements/ShowTransactionAttachments:182) > > The "on resolve" condition only matches when a ticket is set to > "resolved." The "on close" condition matches when a ticket is set to an > "inactive" status (which in a default RT configuration is "resolved" or > "rejected"). > > > On 6 August 2014 18:03, Matthias Henze <mailto:li...@mhcsoftware.de>> wrote: > > Hi, > > when I close a ticket no mail is sent out to the requestor. I've checked > that there is a scrip "On Resolve Notify Requestors" with the condition > "on resolve". This is the case after upgrading from 4.0.x to 4.3.x. How > to fix this? > > An other question: What is the difference between "on resolve" and "on > close" in the condition drop down field? > > TIA > Matthias > > > -- > > MHC SoftWare GmbH > Fichtera 17 > 96274 Itzgrund/Germany > > voice: +49-(0)9533-92006-0 > fax: +49-(0)9533-92006-6 > e-mail: i...@mhcsoftware.de <mailto:i...@mhcsoftware.de> > > HR Coburg: B2242 > Geschäftsführer: Matthias Henze > > > > -- > RT Training - Boston, September 9-10 > http://bestpractical.com/training > > -- MHC SoftWare GmbH Fichtera 17 96274 Itzgrund/Germany voice: +49-(0)9533-92006-0 fax: +49-(0)9533-92006-6 e-mail: i...@mhcsoftware.de HR Coburg: B2242 Geschäftsführer: Matthias Henze -- RT Training - Boston, September 9-10 http://bestpractical.com/training
[rt-users] closing a ticket
Hi, when I close a ticket no mail is sent out to the requestor. I've checked that there is a scrip "On Resolve Notify Requestors" with the condition "on resolve". This is the case after upgrading from 4.0.x to 4.3.x. How to fix this? An other question: What is the difference between "on resolve" and "on close" in the condition drop down field? TIA Matthias -- MHC SoftWare GmbH Fichtera 17 96274 Itzgrund/Germany voice: +49-(0)9533-92006-0 fax: +49-(0)9533-92006-6 e-mail: i...@mhcsoftware.de HR Coburg: B2242 Geschäftsführer: Matthias Henze -- RT Training - Boston, September 9-10 http://bestpractical.com/training
Re: [rt-users] s/mime
Am 30.07.2014 um 17:07 schrieb Alex Vandiver: > On 07/30/2014 02:16 AM, Matthias Henze wrote: >> OK, I see ... here are the results: >> [snip] > > All tests passed, meaning that whatever problem you're having does not > affect our tests, which include sending mail via S/MIME. As such, it is > not a fundamental problem with S/MIME in your environment, but rather > with the data involved. At this point, we'd need a test email (possibly > as well as keys/certs) that triggers the behavior you're seeing, as that > seems to be the only common piece of the problems you're having. So what should I do next ? -- MHC SoftWare GmbH Fichtera 17 96274 Itzgrund/Germany voice: +49-(0)9533-92006-0 fax: +49-(0)9533-92006-6 e-mail: i...@mhcsoftware.de HR Coburg: B2242 Geschäftsführer: Matthias Henze -- RT Training - Boston, September 9-10 http://bestpractical.com/training
Re: [rt-users] s/mime
Am 29.07.2014 21:33, schrieb Alex Vandiver:
> On 07/29/2014 08:23 AM, Matthias Henze wrote:
>> Am 28.07.2014 um 22:57 schrieb Alex Vandiver:
>>> What version of MIME::Parser? You can check by running
>>> perl -MMIME::Parser\ 99
>>
>> root@rt:~# perl -MMIME::Parser\ 99
>> MIME::Parser version 99 required--this is only version 5.505.
>> BEGIN failed--compilation aborted.
>
> Hm, OK. Unfortunately, nothing particularly telling there.
>
>> Bailout called. Further testing stopped: RT_DBA_USER and
>> RT_DBA_PASSWORD environment variables need to be set in order to run
>> 'make test'
>>
>> Then I set the two variables by export and got:
>
> Those two should be set to the username and password of a user which has
> the right to create and drop databases. The errors you show imply that
> it failed to create the database.
OK, I see ... here are the results:
root@rt:/tmp/rt-4.2.6# prove -wl t/{crypt,mail,web}/smime/*.t
t/crypt/smime/attachments-in-db.t . ok
t/crypt/smime/bad-recipients.t ok
t/crypt/smime/status-string.t . ok
t/mail/smime/incoming.t ... ok
t/mail/smime/other-signed.t ... ok
t/mail/smime/outgoing.t ... ok
t/mail/smime/realmail.t ... ok
t/mail/smime/reject_on_unencrypted.t .. ok
t/web/smime/outgoing.t ok
All tests successful.
Files=9, Tests=720, 254 wallclock secs ( 0.37 usr 0.10 sys + 145.24
cusr 32.12 csys = 177.83 CPU)
Result: PASS
--
MHC SoftWare GmbH
Fichtera 17
96274 Itzgrund/Germany
voice: +49-(0)9533-92006-0
fax: +49-(0)9533-92006-6
e-mail: i...@mhcsoftware.de
HR Coburg: B2242
Geschäftsführer: Matthias Henze
--
RT Training - Boston, September 9-10
http://bestpractical.com/training
Re: [rt-users] s/mime
Am 28.07.2014 um 22:57 schrieb Alex Vandiver:
> What version of MIME::Parser? You can check by running
> perl -MMIME::Parser\ 99
root@rt:~# perl -MMIME::Parser\ 99
MIME::Parser version 99 required--this is only version 5.505.
BEGIN failed--compilation aborted.
>
> Needless to say, local tests don't show doubled newlines, so determining
> a way to replicate this for us would be quite useful.
>
> It might be instructive to run RT's test suite and see if that passes
> for you. You'll need to re-run configure with --enable-developer, which
did this:
root@rt:/tmp/rt-4.2.6# ./configure --with-web-user=www-data
--with-web-group=www-data --enable-graphviz --enable-gd --enable-smime
--with-db-dba=postgres --with-db-type=Pg --enable-developer
> will add some additional perl dependencies for 'make testdeps' to
> install.
...
All dependencies have been found.
> You'll then be able to run RT's tests:
>
> $ prove -wl t/{crypt,mail,web}/smime/*.t
> t/crypt/smime/attachments-in-db.t . ok
> t/crypt/smime/bad-recipients.t ok
> t/crypt/smime/status-string.t . ok
> t/mail/smime/incoming.t ... ok
> t/mail/smime/other-signed.t ... ok
> t/mail/smime/outgoing.t ... ok
> t/mail/smime/realmail.t ... ok
> t/mail/smime/reject_on_unencrypted.t .. ok
> t/web/smime/outgoing.t ok
> All tests successful.
> Files=9, Tests=720, 214 wallclock secs ( 0.40 usr 0.06 sys +
> 155.68 cusr 11.91 csys = 168.05 CPU)
> Result: PASS
Did not work - first try:
Bailout called. Further testing stopped: RT_DBA_USER and
RT_DBA_PASSWORD environment variables need to be set in order to run
'make test'
Then I set the two variables by export and got:
t/crypt/smime/attachments-in-db.t . Connect Failed FATAL: Datenbank
>>rt4test<< existiert nicht
at /tmp/rt-4.2.6/lib/RT/Test.pm line 643.
BEGIN failed--compilation aborted at t/crypt/smime/attachments-in-db.t
line 4.
t/crypt/smime/attachments-in-db.t . 1/?
and several pages other errors ...
--
MHC SoftWare GmbH
Fichtera 17
96274 Itzgrund/Germany
voice: +49-(0)9533-92006-0
fax: +49-(0)9533-92006-6
e-mail: i...@mhcsoftware.de
HR Coburg: B2242
Geschäftsführer: Matthias Henze
--
RT Training - Boston, September 9-10
http://bestpractical.com/training
Re: [rt-users] s/mime
Am 28.07.2014 um 19:13 schrieb Matthias Henze: > Am 28.07.2014 um 18:15 schrieb Alex Vandiver: >> On 07/26/2014 10:44 AM, Matthias Henze wrote: >>> Since I've enabled s/mime no answers get sent out any more by e-mail. >>> Auto generated mails are sent. What causes this? >> >> What do you mean by "no answers get sent out any more"? What do RT's >> error logs say? > > When I create a answer for a ticket no mails get sent. Wrong, I've fixed a problem in the configuration and now answers get sent AND they are signet correctly when and ONLY when it does NOT contain newlines. If the answer contains newlines (by typing or by a signature) all newlines get duplicated after signing and so it breaks the signature. -- MHC SoftWare GmbH Fichtera 17 96274 Itzgrund/Germany voice: +49-(0)9533-92006-0 fax: +49-(0)9533-92006-6 e-mail: i...@mhcsoftware.de HR Coburg: B2242 Geschäftsführer: Matthias Henze -- RT Training - Boston, September 9-10 http://bestpractical.com/training
Re: [rt-users] s/mime
Am 28.07.2014 um 18:15 schrieb Alex Vandiver: > On 07/26/2014 10:44 AM, Matthias Henze wrote: >> Key and certificate get detected and displayed by the queue. I want all >> messages to be signed. When I enable "Sign all auto-generated mail." >> auto-generated mails get signed and the destroyed by duplicating all >> newlines. This leads to an invalid signed message. > > Interesting -- what version of openssl are you using, root@rt:~# dpkg -l | grep openssl ii openssl 1.0.1e-2+deb7u11 amd64 > and are you using HTML templates? No > If so, does the malformed signature persist if you > switch to text templates, via ./etc/upgrade/switch-templates-to text ? > >> Since I've enabled s/mime no answers get sent out any more by e-mail. >> Auto generated mails are sent. What causes this? > > What do you mean by "no answers get sent out any more"? What do RT's > error logs say? When I create a answer for a ticket no mails get sent. I will send logs and example mails to your personal address. -- MHC SoftWare GmbH Fichtera 17 96274 Itzgrund/Germany voice: +49-(0)9533-92006-0 fax: +49-(0)9533-92006-6 e-mail: i...@mhcsoftware.de HR Coburg: B2242 Geschäftsführer: Matthias Henze -- RT Training - Boston, September 9-10 http://bestpractical.com/training
[rt-users] s/mime
Hi, I try to enable s/mime signing for mails. I followed: https://bestpractical.com/docs/rt/4.2/RT/Crypt/SMIME.html Key and certificate get detected and displayed by the queue. I want all messages to be signed. When I enable "Sign all auto-generated mail." auto-generated mails get signed and the destroyed by duplicating all newlines. This leads to an invalid signed message. Since I've enabled s/mime no answers get sent out any more by e-mail. Auto generated mails are sent. What causes this? I've only setup a key/certificate for the queue, not for agents as only the queue address will/should be used for external communication. Perhaps some one can help. TIA Matthias -- MHC SoftWare GmbH Fichtera 17 96274 Itzgrund/Germany voice: +49-(0)9533-92006-0 fax: +49-(0)9533-92006-6 e-mail: i...@mhcsoftware.de HR Coburg: B2242 Geschäftsführer: Matthias Henze -- RT Training - Boston, September 9-10 http://bestpractical.com/training
Re: [rt-users] Migrate form 4.0.7 to 4.2.6 with new server
Thanks, worked perfectly ! Am 25.07.2014 um 15:49 schrieb Alex Peters: > Consider cloning your existing RT database to a new database, providing > the new RT installation with the database connection details in its > RT_SiteConfig.pm file, then running the sbin/rt-setup-database script: > > $ cd /path/to/new/rt > $ sbin/rt-setup-database --action upgrade --dba XXX > --prompt-for-dba-password --upgrade-from 4.0.7 --upgrade-to 4.2.6 > > where XXX is the name of the database user that can alter the state of > the new database. > > > On 25 July 2014 22:08, Matthias Henze <mailto:li...@mhcsoftware.de>> wrote: > > Hi, > > I've an old 4.0.7 setup based on Debian Squeeze packages. Now I've setup > a new server with 4.2.7 based on tar.gz. > > Is there a way to migrate my tickets? If so, how? > > TIA > Matthias > > > -- > > MHC SoftWare GmbH > Fichtera 17 > 96274 Itzgrund/Germany > > voice: +49-(0)9533-92006-0 > fax: +49-(0)9533-92006-6 > e-mail: i...@mhcsoftware.de <mailto:i...@mhcsoftware.de> > > HR Coburg: B2242 > Geschäftsführer: Matthias Henze > > > > -- > RT Training - Boston, September 9-10 > http://bestpractical.com/training > > -- MHC SoftWare GmbH Fichtera 17 96274 Itzgrund/Germany voice: +49-(0)9533-92006-0 fax: +49-(0)9533-92006-6 e-mail: i...@mhcsoftware.de HR Coburg: B2242 Geschäftsführer: Matthias Henze -- RT Training - Boston, September 9-10 http://bestpractical.com/training
[rt-users] Migrate form 4.0.7 to 4.2.6 with new server
Hi, I've an old 4.0.7 setup based on Debian Squeeze packages. Now I've setup a new server with 4.2.7 based on tar.gz. Is there a way to migrate my tickets? If so, how? TIA Matthias -- MHC SoftWare GmbH Fichtera 17 96274 Itzgrund/Germany voice: +49-(0)9533-92006-0 fax: +49-(0)9533-92006-6 e-mail: i...@mhcsoftware.de HR Coburg: B2242 Geschäftsführer: Matthias Henze -- RT Training - Boston, September 9-10 http://bestpractical.com/training
[rt-users] Ticket creation fails
at /usr/share/request-tracker4/lib/RT/Action/SendEmail.pm line 610. (/usr/share/request-tracker4/lib/RT/Action/SendEmail.pm:610) Dec 19 09:35:16 server RT: Use of uninitialized value $id in regexp compilation at /usr/share/request-tracker4/lib/RT/Interface/Email.pm line 1279. (/usr/share/request-tracker4/lib/RT/Interface/Email.pm:1279) Dec 19 09:35:16 server RT: Use of uninitialized value $id in concatenation (.) or string at /usr/share/request-tracker4/lib/RT/Interface/Email.pm line 1283. (/usr/share/request-tracker4/lib/RT/Interface/Email.pm:1283) Dec 19 09:35:16 server RT: Use of uninitialized value in concatenation (.) or string at /usr/share/request-tracker4/lib/RT/Action/SendEmail.pm line 1076. (/usr/share/request-tracker4/lib/RT/Action/SendEmail.pm:1076) Dec 19 09:35:16 server RT: Use of uninitialized value in concatenation (.) or string at /usr/share/request-tracker4/lib/RT/Action/SendEmail.pm line 610. (/usr/share/request-tracker4/lib/RT/Action/SendEmail.pm:610) Dec 19 09:35:16 server RT: Couldn't set e-Mail as value for CF Tickettyp:Custom field Tickettyp not found ((eval 2827):11) Dec 19 09:35:16 server RT: Use of uninitialized value in string ne at /usr/share/request-tracker4/lib/RT/Rule.pm line 65. (/usr/share/request-tracker4/lib/RT/Rule.pm:65) Dec 19 09:35:16 server RT: Use of uninitialized value in string ne at /usr/share/request-tracker4/lib/RT/Rule.pm line 65. (/usr/share/request-tracker4/lib/RT/Rule.pm:65) Dec 19 09:35:16 server RT: Use of uninitialized value in string ne at /usr/share/request-tracker4/lib/RT/Rule.pm line 65. (/usr/share/request-tracker4/lib/RT/Rule.pm:65) Dec 19 09:35:16 server RT: Use of uninitialized value in concatenation (.) or string at /usr/share/request-tracker4/lib/RT/Scrips.pm line 182. (/usr/share/request-tracker4/lib/RT/Scrips.pm:182) Dec 19 09:35:16 server RT: Use of uninitialized value in concatenation (.) or string at /usr/share/request-tracker4/lib/RT/Action/SendEmail.pm line 285. (/usr/share/request-tracker4/lib/RT/Action/SendEmail.pm:285) Dec 19 09:35:16 server RT: #/3587 - Scrip 3 On Create Autoreply To Requestors (/usr/share/request-tracker4/lib/RT/Action/SendEmail.pm:285) Dec 19 09:35:16 server RT: No recipients found. Not sending. (/usr/share/request-tracker4/lib/RT/Interface/Email.pm:382) Dec 19 09:35:16 server RT: Use of uninitialized value in concatenation (.) or string at /usr/share/request-tracker4/lib/RT/Scrips.pm line 182. (/usr/share/request-tracker4/lib/RT/Scrips.pm:182) Dec 19 09:35:16 server RT: Use of uninitialized value in concatenation (.) or string at /usr/share/request-tracker4/lib/RT/Action/SendEmail.pm line 285. (/usr/share/request-tracker4/lib/RT/Action/SendEmail.pm:285) Dec 19 09:35:16 server RT: #/3587 - Scrip 4 On Create Notify AdminCcs (/usr/share/request-tracker4/lib/RT/Action/SendEmail.pm:285) Dec 19 09:35:16 server RT: No recipients found. Not sending. (/usr/share/request-tracker4/lib/RT/Interface/Email.pm:382) Dec 19 09:35:16 server RT: Use of uninitialized value in concatenation (.) or string at /usr/share/request-tracker4/lib/RT/Scrips.pm line 182. (/usr/share/request-tracker4/lib/RT/Scrips.pm:182) Dec 19 09:35:16 server RT: Use of uninitialized value $ErrStr in join or string at /usr/share/request-tracker4/lib/RT/Ticket.pm line 695. (/usr/share/request-tracker4/lib/RT/Ticket.pm:695) Dec 19 09:35:16 server RT: Ticket couldn't be created: (/usr/share/request-tracker4/lib/RT/Ticket.pm:696) Dec 19 09:35:16 server RT: Ticket could not be created due to an internal error (/usr/share/request-tracker4/lib/RT/Interface/Email.pm:245) Dec 19 09:35:16 server RT: Could not record email: Ticket creation failed: Ticket could not be created due to an internal error (/usr/share/request-tracker4/html/REST/1.0/NoAuth/mail-gateway:75) Dec 19 09:35:16 server RT: TransactionBatch was fired on a ticket that no longer exists; unable to run scrips! Call ->ApplyTransactionBatch before shredding the ticket, for consistent results. (/usr/share/request-tracker4/lib/RT/Ticket.pm:3357) ==> /var/log/mail.log <== Dec 19 09:35:16 server fetchmail[1498]: reading message supp...@mail.mhc.loc:1 of 1 (84732 octets) flushed MH -- MHC SoftWare GmbH Fichtera 17 96274 Itzgrund/Germany voice: +49-(0)9533-92006-0 fax: +49-(0)9533-92006-6 e-mail: i...@mhcsoftware.de HR Coburg: B2242 Geschäftsführer: Matthias Henze We're hiring! http://bestpractical.com/jobs
[rt-users] Getting Notifications & New Mails
Hi, I've to things I'm unable to find out how to get them: 1. I want to see in "10 highest priority tickets I own" when there is a new message waiting for a response. 2. I need a "non mail" notification when ever a new message arrives by preferably XMPP. Can some one please help? TIA Matthias -- MHC SoftWare GmbH Fichtera 17 96274 Itzgrund/Germany voice: +49-(0)9533-92006-0 fax: +49-(0)9533-92006-6 e-mail: i...@mhcsoftware.de HR Coburg: B2242 Geschäftsführer: Matthias Henze
Re: [rt-users] mailgate status 75
Am 24.07.2012 22:27, schrieb Thomas Sibley: > On 07/24/2012 11:59 AM, Matthias Henze wrote: >> When I tell fetchmail to be verbose I see: >> >> /usr/bin/rt-mailgate: temp file is '/tmp/P1i3k63lRt/bJsSdLS5vw' >> /usr/bin/rt-mailgate: connecting to >> http://rt.mhc.loc/rt//REST/1.0/NoAuth/mail-gateway >> An Error Occurred >> = >> >> 500 Internal Server Error >> >> /usr/bin/rt-mailgate: undefined server error > > Look in your apache error logs. Thanks, found: [Wed Jul 25 07:25:10 2012] [warn] [client 192.168.100.13] mod_fcgid: HTTP request length 137135 (so far) exceeds MaxRequestLen (131072) fixed, works. -- MHC SoftWare GmbH Fichtera 17 96274 Itzgrund/Germany voice: +49-(0)9533-92006-0 fax: +49-(0)9533-92006-6 e-mail: i...@mhcsoftware.de HR Coburg: B2242 Geschäftsführer: Matthias Henze
Re: [rt-users] mailgate status 75
Am 24.07.2012 20:39, schrieb Thomas Sibley: > On 07/24/2012 11:34 AM, Matthias Henze wrote: >> Well ... RT logs nothing. I've set: >> >> Set($LogToFile, 'debug'); >> Set($LogToFileNamed, 'rt.log'); >> Set($LogDir, '/var/log/request-tracker4'); > > You've restarted RT since then? Restarted apache ... as afaik this is the way to "restart" RT. > That is, you're seeing other debug > messages? If rt-mailgate gets to RT, then you'll see logs. Sorry, no log output ... even if I use the web interface. > If rt-mailgate never gets to RT, then you'll need to bump up fetchmail's > logging. Try adding --debug to your rt-mailgate invocation. No new log entries ... When I tell fetchmail to be verbose I see: /usr/bin/rt-mailgate: temp file is '/tmp/P1i3k63lRt/bJsSdLS5vw' /usr/bin/rt-mailgate: connecting to http://rt.mhc.loc/rt//REST/1.0/NoAuth/mail-gateway An Error Occurred = 500 Internal Server Error /usr/bin/rt-mailgate: undefined server error -- MHC SoftWare GmbH Fichtera 17 96274 Itzgrund/Germany voice: +49-(0)9533-92006-0 fax: +49-(0)9533-92006-6 e-mail: i...@mhcsoftware.de HR Coburg: B2242 Geschäftsführer: Matthias Henze
Re: [rt-users] mailgate status 75
Am 24.07.2012 20:09, schrieb Thomas Sibley: > On 07/24/2012 10:59 AM, Matthias Henze wrote: >> Can some one please help? I'm clueless :( >> >> m 23.07.2012 19:16, schrieb Matthias Henze: >>> Hi, >>> >>> I use fetchmail with mailgate as MDA. With some mails I get: MDA >>> returned non zero status 75. >>> >>> How can I fix this? > > 75 is a temporary failure code that tells the MTA (fetchmail) to retry > delivery. Look at your RT or fetchmail logs for more info about why > it's temporarily failing. Well ... RT logs nothing. I've set: Set($LogToFile, 'debug'); Set($LogToFileNamed, 'rt.log'); Set($LogDir, '/var/log/request-tracker4'); and fetchmail logs (translated from German): Jul 24 20:19:40 server fetchmail[10027]: 1 messagage for support at mail.mhc.loc (138771 Bytes). Jul 24 20:19:40 server fetchmail[10027]: message supp...@mail.mhc.loc:1 of 1 read (138771 Bytes) (log message incomplete) Jul 24 20:19:40 server fetchmail[10027]: MDA returned non zero status 75. Jul 24 20:19:40 server fetchmail[10027]: not deleted -- MHC SoftWare GmbH Fichtera 17 96274 Itzgrund/Germany voice: +49-(0)9533-92006-0 fax: +49-(0)9533-92006-6 e-mail: i...@mhcsoftware.de HR Coburg: B2242 Geschäftsführer: Matthias Henze
Re: [rt-users] mailgate status 75
Can some one please help? I'm clueless :( m 23.07.2012 19:16, schrieb Matthias Henze: > Hi, > > I use fetchmail with mailgate as MDA. With some mails I get: MDA > returned non zero status 75. > > How can I fix this? > > TIA > Matthias > > -- MHC SoftWare GmbH Fichtera 17 96274 Itzgrund/Germany voice: +49-(0)9533-92006-0 fax: +49-(0)9533-92006-6 e-mail: i...@mhcsoftware.de HR Coburg: B2242 Geschäftsführer: Matthias Henze
[rt-users] mailgate status 75
Hi, I use fetchmail with mailgate as MDA. With some mails I get: MDA returned non zero status 75. How can I fix this? TIA Matthias -- MHC SoftWare GmbH Fichtera 17 96274 Itzgrund/Germany voice: +49-(0)9533-92006-0 fax: +49-(0)9533-92006-6 e-mail: i...@mhcsoftware.de HR Coburg: B2242 Geschäftsführer: Matthias Henze
Re: [rt-users] Do not send auto replies to one e-mail address
Am 25.06.2012 16:33, schrieb Kevin Falcone: > On Sun, Jun 24, 2012 at 02:46:55PM +0200, Matthias Henze wrote: >> I've setup my asterisk with an IVR which allows customers to open >> tickets by phone. These tickets are sent from an special internal e-mail >> address. I don't want RT to send an auto reply if an mail arrives sent >> by this special address. What do I have to do to get this? > > Edit the user, leave their username as their email address and blank > out their email address (you will need to search for the user as it > will be an unprivileged user and unlisted). Thanks Kevin, after I found out how to edit a "user" (as not all are displayed in the list) I've removed the address and now it works as expected. -- MHC SoftWare GmbH Fichtera 17 96274 Itzgrund/Germany voice: +49-(0)9533-92006-0 fax: +49-(0)9533-92006-6 e-mail: i...@mhcsoftware.de HR Coburg: B2242 Geschäftsführer: Matthias Henze
Re: [rt-users] Disable notification
Am 25.06.2012 15:23, schrieb Ruslan Zakirov: > On Wed, May 30, 2012 at 12:15 AM, Diaulas Castro > wrote: >> Is there way to disable notification to users that arent allowed to Create >> ticket? > > > Only by hacking lib/RT/Interface/Email.pm or nearby files. I think it > was discussed a few times. A few times :-) so it looks like a missing feature :-)) Perhaps I can work this around with a queue which does not generate auto replies at all, bound to an other e-mail address. Is this possible? -- MHC SoftWare GmbH Fichtera 17 96274 Itzgrund/Germany voice: +49-(0)9533-92006-0 fax: +49-(0)9533-92006-6 e-mail: i...@mhcsoftware.de HR Coburg: B2242 Geschäftsführer: Matthias Henze
[rt-users] Do not send auto replies to one e-mail address
Hi, I've setup my asterisk with an IVR which allows customers to open tickets by phone. These tickets are sent from an special internal e-mail address. I don't want RT to send an auto reply if an mail arrives sent by this special address. What do I have to do to get this? TIA Matthias -- MHC SoftWare GmbH Fichtera 17 96274 Itzgrund/Germany voice: +49-(0)9533-92006-0 fax: +49-(0)9533-92006-6 e-mail: i...@mhcsoftware.de HR Coburg: B2242 Geschäftsführer: Matthias Henze
Re: [rt-users] Mail "from" header
You are really funny. My problem is that I'm unable to identify the templates which are being used ... As I've touched none of the templates scrips and conditions I've a more or less fresh setup. Am 28.02.2012 16:28, schrieb Ruslan Zakirov: > On Tue, Feb 28, 2012 at 01:24, Matthias Henze wrote: >> For me this only works for the auto reply. Which template do I have to >> edit for the agent replies? > > Open scrips in the admin UI to figure out which template to change. > > >> When a Agent replies the ticket ID tag in the subject gets lost. How can >> I avoid this? > > What do you have in templates? It's probably misconfiguration. Grep > for Subject in config and post your configuration. Also, find template > that is responsible for the mail. > > -- MHC SoftWare GmbH Fichtera 17 96274 Itzgrund/Germany voice: +49-(0)9533-92006-0 fax: +49-(0)9533-92006-6 e-mail: i...@mhcsoftware.de HR Coburg: B2242 Geschäftsführer: Matthias Henze RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 & 6, 2012
Re: [rt-users] Mail "from" header
Thanks, but: For me this only works for the auto reply. Which template do I have to edit for the agent replies? When a Agent replies the ticket ID tag in the subject gets lost. How can I avoid this? TIA MH Am 27.02.2012 20:19, schrieb Ruslan Zakirov: > On Sat, Feb 25, 2012 at 14:13, Matthias Henze wrote: >> Hi, >> >> where and how can I configure the "from" header of outgoing mail? At the >> moment I get i.e: >> >> Auto reply:From: "Support Queue via RT" >> Agent answer: From: "Agent Name via RT" >> >> What I want is for both cases: >> >> From: "MHC Support" >> >> What do I have to do to get this? > > > http://requesttracker.wikia.com/wiki/FAQ#Templates > Q: How to change From line in outgoing mail. > > >> TIA >> MH >> >> >> -- >> >> MHC SoftWare GmbH >> Fichtera 17 >> 96274 Itzgrund/Germany >> >> voice: +49-(0)9533-92006-0 >> fax: +49-(0)9533-92006-6 >> e-mail: i...@mhcsoftware.de >> >> HR Coburg: B2242 >> Geschäftsführer: Matthias Henze >> >> >> >> >> RT Training Sessions (http://bestpractical.com/services/training.html) >> * Boston March 5 & 6, 2012 > > > -- MHC SoftWare GmbH Fichtera 17 96274 Itzgrund/Germany voice: +49-(0)9533-92006-0 fax: +49-(0)9533-92006-6 e-mail: i...@mhcsoftware.de HR Coburg: B2242 Geschäftsführer: Matthias Henze RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 & 6, 2012
[rt-users] Mail "from" header
Hi, where and how can I configure the "from" header of outgoing mail? At the moment I get i.e: Auto reply:From: "Support Queue via RT" Agent answer: From: "Agent Name via RT" What I want is for both cases: From: "MHC Support" What do I have to do to get this? TIA MH -- MHC SoftWare GmbH Fichtera 17 96274 Itzgrund/Germany voice: +49-(0)9533-92006-0 fax: +49-(0)9533-92006-6 e-mail: i...@mhcsoftware.de HR Coburg: B2242 Geschäftsführer: Matthias Henze RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 & 6, 2012
Re: [rt-users] Homepage-Refresh
Thanks, this solved it. So the wiki page entry is buggy: http://requesttracker.wikia.com/wiki/UserConfigurableRefreshPeriods Thats where I got it from by cut&paste ... Am 24.02.2012 17:17, schrieb Kevin Falcone: > On Fri, Feb 24, 2012 at 04:50:44PM +0100, Matthias Henze wrote: >> I've read around, found and set this: >> >> Set($HomepageRefreshInterval, "60"); > > Check RT_Config.pm for the correct spelling (HomePage) > >> Set($SearchResultsRefreshInterval, 0); >> >> as I don't want to set it every time manually using the widget. >> >> For me this has no effect. New tickets do not show up automatically. > > -kevin > > > > > RT Training Sessions (http://bestpractical.com/services/training.html) > * Boston — March 5 & 6, 2012 -- MHC SoftWare GmbH Fichtera 17 96274 Itzgrund/Germany voice: +49-(0)9533-92006-0 fax: +49-(0)9533-92006-6 e-mail: i...@mhcsoftware.de HR Coburg: B2242 Geschäftsführer: Matthias Henze RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 & 6, 2012
[rt-users] Homepage-Refresh
Hi, I've read around, found and set this: Set($HomepageRefreshInterval, "60"); Set($SearchResultsRefreshInterval, 0); as I don't want to set it every time manually using the widget. For me this has no effect. New tickets do not show up automatically. Any hints? TIA MH -- MHC SoftWare GmbH Fichtera 17 96274 Itzgrund/Germany voice: +49-(0)9533-92006-0 fax: +49-(0)9533-92006-6 e-mail: i...@mhcsoftware.de HR Coburg: B2242 Geschäftsführer: Matthias Henze RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 & 6, 2012
Re: [rt-users] custom fields default values
Thanks, pointed me to the right direction. Am 24.02.2012 13:07, schrieb Ruslan Zakirov: > http://requesttracker.wikia.com/wiki/CustomConditionSnippets#On_Create_and_variants > > http://requesttracker.wikia.com/wiki/OnWebCorrespond > > > >> >> TIA >> MH >> >> >> -- >> >> MHC SoftWare GmbH >> Fichtera 17 >> 96274 Itzgrund/Germany >> >> voice: +49-(0)9533-92006-0 >> fax: +49-(0)9533-92006-6 >> e-mail: i...@mhcsoftware.de >> >> HR Coburg: B2242 >> Geschäftsführer: Matthias Henze >> >> >> >> >> RT Training Sessions (http://bestpractical.com/services/training.html) >> * Boston March 5 & 6, 2012 > > > -- MHC SoftWare GmbH Fichtera 17 96274 Itzgrund/Germany voice: +49-(0)9533-92006-0 fax: +49-(0)9533-92006-6 e-mail: i...@mhcsoftware.de HR Coburg: B2242 Geschäftsführer: Matthias Henze RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 & 6, 2012
[rt-users] custom fields default values
Hi, I've created a custom field with two possible values which could by set using a drop down. No I want a default value to be set when a ticket is created by a mail sent in. I found this: http://requesttracker.wikia.com/wiki/DefaultCustomFieldValue And tried to put it in a scrip. No I'm unable to find a combination of conditions to set, so the scrip is triggered when a ticket is created by an incoming mail. What do I have to set for: Condition: Action: Template: Stage: And where to put the code: Custom condition: Custom action preparation code: Custom action cleanup code: Any hints? TIA MH -- MHC SoftWare GmbH Fichtera 17 96274 Itzgrund/Germany voice: +49-(0)9533-92006-0 fax: +49-(0)9533-92006-6 e-mail: i...@mhcsoftware.de HR Coburg: B2242 Geschäftsführer: Matthias Henze RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 & 6, 2012
Re: [rt-users] Subject Ticket ID
Thanks for you reply. Found a solution which will not conflict with others and hides my internal hostname. Tickets now look like: [MHC-Ticket #123] - Original subject Am 23.02.2012 15:25, schrieb Thomas Sibley: > On 02/23/2012 07:58 AM, Matthias Henze wrote: >> when a reply is sent by email the ticket id in the subject looks like >> [hos.name #213] - how can i replace the host name with "Ticket" > > You don't want to do this because it means your RT might interact poorly > with another RT. Please read the section about $rtname by running the > command: perldoc /opt/rt4/etc/RT_Config.pm > > Thomas > > RT Training Sessions (http://bestpractical.com/services/training.html) > * Boston March 5 & 6, 2012 -- MHC SoftWare GmbH Fichtera 17 96274 Itzgrund/Germany voice: +49-(0)9533-92006-0 fax: +49-(0)9533-92006-6 e-mail: i...@mhcsoftware.de HR Coburg: B2242 Geschäftsführer: Matthias Henze RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 & 6, 2012
[rt-users] Subject Ticket ID
Hi, when a reply is sent by email the ticket id in the subject looks like [hos.name #213] - how can i replace the host name with "Ticket" TIA MH -- MHC SoftWare GmbH Fichtera 17 96274 Itzgrund/Germany voice: +49-(0)9533-92006-0 fax: +49-(0)9533-92006-6 e-mail: i...@mhcsoftware.de HR Coburg: B2242 Geschäftsführer: Matthias Henze RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 & 6, 2012
