On Wed, Jul 9, 2014 at 12:28 PM, IT Guy zachary.neub...@usu.edu wrote:
As of now, the only user able to manage the system as a whole is the user
called root, which was created when I set up RT. However, there are three
users to whom I would like to grant all the same rights that root has,
On Fri, Feb 24, 2012 at 12:49 PM, Richard McMahon r...@ast.cam.ac.uk wrote:
I am trying to run some RT queries using the RT boilerplate
from the O' Reilly All About RT presentation page 188 by Jesse Vincent
as a normal user on a existing RT installation.
#!/usr/bin/perl -w
use strict;
use
On Fri, Feb 24, 2012 at 1:26 PM, Richard McMahon r...@ast.cam.ac.uk wrote:
This produces the error.
Log file '/local/rt3/var/log/rt.log' couldn't be written or created.
RT can't run. at /local/rt3/lib/RT.pm line 318.
Is there a way to change the location of the of rt.log from within a
So I am trying to see if I can understand how to use WebExternalAuth.
In /etc/apache2/sites-available/default I have:
DocumentRoot /var/www
Directory /
Options FollowSymLinks
AllowOverride None
AuthType Kerberos
On Mon, Nov 21, 2011 at 10:15 AM, Kevin Falcone
falc...@bestpractical.com wrote:
On Mon, Nov 21, 2011 at 03:57:30AM -0500, Mauricio Tavares wrote:
So I am trying to see if I can understand how to use WebExternalAuth.
In /etc/apache2/sites-available/default I have:
DocumentRoot /var
On Wed, Jul 13, 2011 at 11:17 AM, Chris Hall hir...@gmail.com wrote:
Hey... is it possible to:
1. automatically set the owner of a ticket to the creator of the ticket?
2. automatically change the owner of a ticket to whomever comments on the
ticket?
You should be able to write scrips to
, 2011 at 6:33 PM, Mauricio Tavares raubvo...@gmail.com
wrote:
On Tue, Jul 5, 2011 at 6:25 PM, Kenneth Crocker kfcroc...@lbl.gov wrote:
Mauricio,
Why not just keep it simple and send them an email with some simple
ticket
info and the ticket id so they can just link to the ticket and see
On 07/06/2011 08:52 PM, John Alberts wrote:
I've found several unanswered questions in the mail list archives with
similar questions about looping through attachments.
I saw several times it suggested to loop through attachments using
something like
while ( my $AttachObj =
LBNL
On Thu, Jun 30, 2011 at 2:59 PM, Mauricio Tavares raubvo...@gmail.com
wrote:
From what I understand (thanks trs), in an on Owner Change event
you cannot rely on using {$Transaction-Content()} to copy the last
message/correspondence in a given ticket because no transaction
On Tue, Jul 5, 2011 at 4:50 PM, Kevin Falcone falc...@bestpractical.com wrote:
On Tue, Jul 05, 2011 at 01:45:54PM -0700, Paul O'Rorke wrote:
Hi,
I've been following along with user's experience in moving to RT4. In
order to see if I wanted
to upgrade my RT3.8.4 I've been using at
On Tue, Jul 5, 2011 at 5:51 PM, Kenneth Crocker kfcroc...@lbl.gov wrote:
Mauricio,
Who are you sending the email to?
The new ticket owner.
Kenn
LBNL
On Tue, Jul 5, 2011 at 12:35 PM, Mauricio Tavares raubvo...@gmail.com
wrote:
On Tue, Jul 5, 2011 at 2:31 PM, Kenneth Crocker kfcroc
interface to do that. And that has
turned out to be a bit more challenging than I originally expected. :)
Just a thought.
Kenn
On Tue, Jul 5, 2011 at 3:01 PM, Mauricio Tavares raubvo...@gmail.com
wrote:
On Tue, Jul 5, 2011 at 5:55 PM, Mauricio Tavares raubvo...@gmail.com
wrote:
On Tue, Jul
From what I understand (thanks trs), in an on Owner Change event
you cannot rely on using {$Transaction-Content()} to copy the last
message/correspondence in a given ticket because no transaction was
created. So, how can you fake it in an template? If the content was
only a text file, it is
On Sun, Jun 26, 2011 at 2:05 AM, Mauricio Tavares raubvo...@gmail.com wrote:
Based on what I have seen on the list, I have the following template
to include the contents (correspond, email body) of the last ticket being
sent:
RT-Attach-Message: yes
{ ### Get last Correspond
my
While I wait on ubuntu to release RT 4 (I assume I can go from 3.6.7
straight to 4; I could be wrong here), which would hopefully take care
of https://bugs.launchpad.net/ubuntu/+source/request-tracker3.8/+bug/444046,
I am testing RT-Extension-CommandByMail 0.9 in 3.6.7. Before you ask,
no I can't
On Mon, Jun 27, 2011 at 6:36 AM, Mauricio Tavares raubvo...@gmail.com wrote:
While I wait on ubuntu to release RT 4 (I assume I can go from 3.6.7
straight to 4; I could be wrong here), which would hopefully take care
of https://bugs.launchpad.net/ubuntu/+source/request-tracker3.8/+bug/444046
Based on what I have seen on the list, I have the following template to
include the contents (correspond, email body) of the last ticket being sent:
RT-Attach-Message: yes
{ ### Get last Correspond
my $Transactions = $Ticket-Transactions;
$Transactions-Limit( FIELD = 'Type', VALUE =
I have been using rt-mailgate and fetchmailrc to retrieve support emails
from our mail server and feed them to RT. My /etc/fetchmailrc looks like
this:
set syslog;
set daemon 20;
poll mail.domain.com
with protocol imap
username rt password weak
mda /usr/bin/perl /usr/bin/rt-mailgate --url
On Tue, Aug 3, 2010 at 10:25 AM, Andrew Cote andrew.c...@pslgroup.com wrote:
Hi there,
Is there any way of setting up RT to permanently CC someone on all
correspondance within RT *without* having to manually add them as AdminCC to
all tickets?
For example, if one RT users takes ownership
On Wed, Jul 28, 2010 at 3:02 PM, Mike Johnson mike.john...@nosm.ca wrote:
Yes, this all goes into the .fetchmailrc file for the user executing
fetchmail, and yes, you'd have to adjust the settings to point to your
various pieces like perl, mailgate, RT url(note mine doesn't end with /rt3),
On Wed, Jul 28, 2010 at 4:26 PM, George Simpson
simpsongeorg...@gmail.com wrote:
/usr/bin/perl I think is what I wrote here, is that not correct?
What do you get by typing `which perl` in your machine?
On Wed, Jul 28, 2010 at 12:57 PM, Mike Johnson mike.john...@nosm.ca wrote:
If you
perl
/usr/bin/perl
[rpa...@ec02 ~]$ which rt-mailgate
/usr/bin/which: no rt-mailgate in
(/usr/kerberos/bin:/usr/local/bin:/bin:/usr/bin:/home/rpatel/bin)
On Wed, Jul 28, 2010 at 1:33 PM, Mauricio Tavares raubvo...@gmail.com
wrote:
On Wed, Jul 28, 2010 at 4:26 PM, George Simpson
Trying to learn how to change values of variables associated with a
ticket. Let's say I want to set the From: field (for Notify Ccs) based
on who the email will be sent to. How do I read and change it? Would
something like this:
my $Ticket = $self-TicketObj();
my $CFName = 'From';
my $CF =
On Thu, May 27, 2010 at 10:41 AM, borngunn...@aol.com wrote:
I have installed Net::LDAP in cpan and installed all dependencies. I am
getting the following error messages after restarting apache2 (fails):
[Wed May 26 18:06:11 2010] [error]: The RTAddressRegexp option is not set in
the config.
there to select whether the person who replied to
the ticket gets a copy of this reply or not. Here is my test email,
which I sent from my gmail account, after being passed through RT:
Subject: [domain support #1186] A Test
From: Mauricio Tavares raubvo...@gmail.com
Date: Wed, 12 May 2010 15:28:42
On Tue, May 11, 2010 at 3:21 PM, Ruslan Zakirov r...@bestpractical.com wrote:
Mauricio,
Without logs and additional info we can not help you.
Sorry for that. I sent a test email,
From: Mauricio Tavares raubvo...@gmail.com
To: supp...@domain.com
Date: Wed, May 12, 2010 at 3:28 PM
Subject
For some reason messages/tickets sent by RT have no To: Fields, only
Reply-To:. Why would it be doing that? Looking into SendEmail.pm,
sub To {
my $self = shift;
return ($self-_AddressesFromHeader('To'));
}
it makes me think the To: field in the head object was not
extracted/populated.
On Wed, Apr 14, 2010 at 1:56 PM, Michael Graziano
michael.grazi...@premierheart.com wrote:
Hi Brian,
On Mar 24, 2010, at 5:46 PM, Brian Lawson wrote:
He wants RT to use the email address entered as the one used for any
correspondence, not the address for the username.
I'm not sure I follow.
On Thu, Mar 25, 2010 at 1:36 PM, [ ravi ] ravi-li...@g8o.net wrote:
Hello all,
from what I can tell, RT does not use the “Errors-To” header for the mail it
generates. Yesterday, a mail bounce problem for a queue watcher caused
thousands of tickets to be auto-created in our installation.
On Tue, Jan 26, 2010 at 9:50 AM, Wagner Pereira wpere...@pop-sp.rnp.br wrote:
Ok, I admit: I'm lost!
Since I've installed RT on my Debian lenny, it is running perfectly, OK.
But, I really can't create a ticket via e-mail message. The more I edit
the necessary files for it, the more I am
Here is an update in my sending corrupt attachments issue:
o We got a 3MB test image and made a 600K and a 1.6G version of it. The
600K went fine but the 1.4G one got corrupted all the time.
o So, we wrote a wrapper to make a copy of the email that is being sent
from RT to the mail
Since it seems that ssmtp cannot handle the emails with the
attachments we were sending, I decided to give msmtp a try. So,
I set it up following the wiki at
http://wiki.bestpractical.com/view/msmtp and sent a test email. In
/var/lo/syslog I got:
Nov 17 15:06:08 tickets RT: About to commit
Sorry for the delay; I was sidetracked in other non rt-related weidness.
Jesse Vincent wrote:
On Thu, Nov 05, 2009 at 03:09:56PM -0500, Mauricio Tavares wrote:
Let's say someone emails a pdf (or some other kind of binary)
file as an attachment to a ticket through rt. If i
Let's say someone emails a pdf (or some other kind of binary)
file as an attachment to a ticket through rt. If i access the said
attachment trough the rt web interface it works fine. But if I get the
ticket through email (ticket is being forwarded to the AdminCC:
members) and then download
Praveen Velu wrote:
Dear All
Could you please help me to create a custom condition for Reply on resolve?
When user resolve a ticket with reply option, requester gets two mails.
One is reply and other is Auto reply for closing ticket. Is it possible
merge and send two mails? How can i
Well, it really boils down to how it works? Do you replace an entire
function in the overlay, the entire .pm file, or what?
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I have been asked to change out RT install such that when someone in,
say, the support group replies, his RealName is not shown (Support
Staff at supp...@domain.com is used instead). Otherwise, the From:
header should look like the default one (Joe Cool via RT). Has anyone
done that?
Robert Nesius wrote:
I just imported a bunch of users from ldap and realized after the fact I
forgot to make sure they were imported as privileged users. I've been
casting about for a recipe/tool to flip that sets that bit for lots of
people at once and have struck out. Might someone be
I am finding a lot of those entries in my log:
Oct 23 11:40:58 tickets fetchmail[18602]: awakened at Fri 23 Oct 2009
11:40:58 AM EDT
Oct 23 11:40:58 tickets fetchmail[18602]: sleeping at Fri 23 Oct 2009
11:40:58 AM EDT for 90 seconds
Oct 23 11:41:49 tickets RT: RT::Date used date::parse
Jesse Vincent wrote:
On Fri, Oct 23, 2009 at 12:17:51PM -0400, Mauricio Tavares wrote:
I am finding a lot of those entries in my log:
Oct 23 11:41:49 tickets RT: RT::Date used date::parse to make 1970-01-01
18000
Can you tell me what version of RT you're running
Let's say someone sends an support email to RT, which dutifully emails
the support people about this new ticket. How can I set RT such that if
someone in support replies to that email, he/she/it automagically takes
ownership of the ticket (if it is still unassigned)?
Can anyone explain me what $MyTicketsLength and $MyRequestsLength
actually do? The book states that
$MyTicketsLength is the length of the owned tickets table on the
front page. For some people, the default of 10 isn't big enough to get a
feel for how much work needs to be done
I do not know if this is the right list, but the only rtfm-related list
I have found is for development.
When you select a RTFM article, what are the Content and Topics
areas for and how to create/edit them? I thought the content would be
where you would put something in the article
Kevin Falcone wrote:
On Wed, Sep 30, 2009 at 03:00:56PM -0400, Mauricio Tavares wrote:
I do not know if this is the right list, but the only rtfm-related list
I have found is for development.
When you select a RTFM article, what are the Content and Topics
areas for and how to create
I am still trying to get custom fields not only to be shown when I am
looking at a ticked. Reading
http://wiki.bestpractical.com/view/DisplayCustomFieldsInTicketSearch, I
was pointed to
http://wiki.bestpractical.com/view/ChangeDefaultRTAtAGlance which seem
to address that need, but I do
Rui Vitor Figueiras Meireles wrote:
Hi there. I’ve just installed RT 3.6 (It was the version available in
EPEL Repositories for RHEL 5).
I’m not going to use email to open/reply to tickets, I just want to use
email to send notifications.
This way, all the users must use the http
Tom Lahti wrote:
Sorry. What I meant to say is RT's SQLite support - I _love_ SQLite
for all sorts of applications. multi-user apps with SQLite are totally
doable -- you just need to be careful with write concurrency ;)
If you leave synchronous writes on, you're limited on transaction
When an email is sent to RT, how is an user uniquely identified?
EmailAddress and RealName?
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Jesse Vincent wrote:
On Wed, Sep 23, 2009 at 11:21:04AM -0400, Mauricio Tavares wrote:
When an email is sent to RT, how is an user uniquely identified?
EmailAddress and RealName?
Out of the box, it's by email address.
Then I must be doing something wrong here. I am sending
I've asked this in the channel but could use more than one sentence:
what is the current status of using sqlite as the db for RT? Where I
work at they like sqlite a lot but from what I have read so far (could
be outdated docs), it is not ready for prime time just yet. So, has
anyone
I am trying to understand a bit more how RT works, so I do apologize in
advance for the trivial questions:
1) When someone sends a support email to RT, it first sees if the users
exists on the databases it uses to do user authentication. The local
database is checked last even if it
I believe this has been asked many times before but I am not finding
info on the actual setup. I need to run rt-mailgate in our mailserver
which is in a different machine than rt. Does rt-mailgate need some
files from the rt distribution to run or it is self-sufficient? If it
does need
Joe Hartley wrote:
Baskaraganesan Natarajan writes:
rt: |/etc/smrsh/rt-mailgate --queue 'general' --action correspond --url
http://rt3-host/
Can you please explain what this line mean. I understand that “rt” is a
mailer alias and any mail sent to rt in this server will be sent to user
I want to put RT in the web server checking the mail
server using imap (or pop if it has to) with TLS (that is a must). Can I
do it from within the program? Last time I tried something like that, in
OTRS (2005!), I had to use procmail or something like that to fetch the
mail. Also, to
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