Re: [rt-users] Modify ticket 'body' after extracting custom fields?
On 2/5/13 10:57 AM, Kevin Falcone wrote: On Mon, Feb 04, 2013 at 05:25:45PM -0500, Dan Madere wrote: The way I handle this is, a scrip finds the email address and message body using regular expressions. It then sets the requestor to the given email address and makes an additional comment on the ticket with just the message body so it's easy to read and quote. We also exclude these web form tickets from receiving an auto reply. Roy - Dan's solution is one of the best to implement. While it is technically possible to modify the body of an incoming email from a MailPlugin, it isn't really advisable since you lose any method of debugging what happened. We often do what Dan suggested for clients. -kevin OK, noted, I shall give that a try. Thanks everyone! -- Roy McMorran Systems Administrator MDI Biological Laboratory mcmor...@mdibl.org -- Help improve RT by taking our user survey: https://www.surveymonkey.com/s/N23JW9T
Re: [rt-users] Modify ticket 'body' after extracting custom fields?
On 2/4/13 6:54 AM, Christian Loos wrote: Am 30.01.2013 17:31, schrieb Roy McMorran: Greetings, I'm receiving incoming tickets from a web form. Certain required form fields (e.g. operating system, asset tag, etc.) are being extracted into custom fields, and that's working well. I'd like to transform the ticket 'body' on creation (after the CFs are extracted) so that it only contains the free-form text from the 'Description' field that was provided by the form. Can anyone suggest how I might approach that? Thanks! I use an different approach. My web form create an mail and I create for every custom fields an mail header. Within RT I parse the mail header and set the custom field values. The ticket create message doesn't contain the custom field values but I can always take a look at the mail headers by Show full header. If you want to rewrite the ticket create message you have to take care not to remove the wrong content. Chris Hi Chris, thanks for the reply. I really like that approach, but unfortunately the form tool I am required to use does not have the capability to put information in the message headers. Alas, still searching. Thank you. Roy
Re: [rt-users] Modify ticket 'body' after extracting custom fields?
On 2/4/13 2:52 PM, Kevin Falcone wrote: On Wed, Jan 30, 2013 at 11:31:05AM -0500, Roy McMorran wrote: I'm receiving incoming tickets from a web form. Certain required form fields (e.g. operating system, asset tag, etc.) are being extracted into custom fields, and that's working well. I'd like to transform the ticket 'body' on creation (after the CFs are extracted) so that it only contains the free-form text from the 'Description' field that was provided by the form. Can anyone suggest how I might approach that? Do you want to transform the body for people who work the ticket to have a cleaner view or to control the mail that is sent out on ticket creation to the requestor? Hi Kevin, thanks for the reply. Well, ideally... both. I don't think the requestor needs to see all the custom fields s/he just entered, but I think that could be done by just tweaking the autoreply template, yes? But the main goal would be to transform the body that gets stuffed into the ticket; i.e. yes, the view that the people working the ticket will see. E.g. Incoming email body: --- Name: Cuthbert Rumbold Email: c...@example.org Phone number or extension: 125 Request Category: Network Connectivity/Internet Access Summary of request or problem: Internet down Detailed description of request or problem: No internet access on floor 2 Computer Platform: Mac - 10.6 (Snow Leopard) Urgency: 2. Functionally impaired, need soon Asset tag: OU812 --- Becomes: --- No internet access on floor 2 --- (and all the other lines are captured to CFs using Extract Custom Field Values scrip) Thank you, Roy -- Roy McMorran Systems Administrator MDI Biological Laboratory mcmor...@mdibl.org
[rt-users] Modify ticket 'body' after extracting custom fields?
Greetings, I'm receiving incoming tickets from a web form. Certain required form fields (e.g. operating system, asset tag, etc.) are being extracted into custom fields, and that's working well. I'd like to transform the ticket 'body' on creation (after the CFs are extracted) so that it only contains the free-form text from the 'Description' field that was provided by the form. Can anyone suggest how I might approach that? Thanks! -- Roy McMorran Systems Administrator MDI Biological Laboratory mcmor...@mdibl.org
[rt-users] Delete articles via CLI?
Hi all, Is there a way to delete articles (i.e. RTFM) via the command line? I couldn't find a way to do it with rt-shredder. I'm at 4.0.7 (just upgraded from 3.8.8 + RTFM). Thanks. -- Roy McMorran Systems Administrator MDI Biological Laboratory mcmor...@mdibl.org Final RT training for 2012 in Atlanta, GA - October 23 24 http://bestpractical.com/training We're hiring! http://bestpractical.com/jobs
[rt-users] RT::Authen::ExternalAuth (?) issue
Hello all,
Running RT 3.8.2 with RT::Authen::ExternalAuth 0.08. RT was just
upgraded (from 3.6.6) and I have added LDAP authentication (users were
all internal before).
I'm seeing a situation where from time to time the user will be
(apparently) logged out and returned to the login screen. When this
happens I see the following in the rt.log:
[Wed May 6 13:31:14 2009] [debug]: Attempting to use external auth
service: LDAP
(/usr/local/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:64)
[Wed May 6 13:31:14 2009] [debug]: SSO Failed and no user to test with.
Nexting
(/usr/local/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:92)
[Wed May 6 13:31:14 2009] [debug]: Autohandler called ExternalAuth.
Response: (0, No User)
(/usr/local/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:26)
[Wed May 6 13:31:16 2009] [debug]: Attempting to use external auth
service: LDAP
(/usr/local/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:64)
[Wed May 6 13:31:16 2009] [debug]: SSO Failed and no user to test with.
Nexting
(/usr/local/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:92)
[Wed May 6 13:31:16 2009] [debug]: Autohandler called ExternalAuth.
Response: (0, No User)
(/usr/local/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:26)
Re-authenticating as the same user always succeeds.
From RT_SiteConfig.pm:
Set($LogToSyslog, undef);
Set($LogToScreen, 'error');
Set($LogToFile , 'debug');
Set($LogDir, '/usr/local/rt3/var/log');
Set($LogToFileNamed , rt.log);#log to rt.log
Set(@Plugins, qw(
RT::Authen::ExternalAuth
RT::FM
RT::Extension::ExtractCustomFieldValues
));
# see /usr/local/rt3/local/plugins/RT-Authen-ExternalAuth/etc:
Set( $ExternalAuthPriority, ['LDAP'] );
Set( $ExternalInfoPriority, ['LDAP'] );
Set( $ExternalServiceUsesSSLorTLS, 0 );
Set(
$ExternalSettings,
{
'LDAP' = {
'type'= 'ldap',
'server' = 'ldap.x.org',
'base'= 'ou=people,dc=x,dc=org',
'filter' = '(objectClass=posixAccount)',
'd_filter'= '(businessCategory=Inactive)',
'attr_match_list' = [ 'Name', 'EmailAddress' ],
'attr_map' = {
'Name' = 'uid',
'EmailAddress' = 'mail',
'Organization' = 'o',
'RealName' = 'cn',
'ExternalAuthId' = 'uid',
'Gecos' = 'cn',
'WorkPhone' = 'telephoneNumber',
'Address1' = 'streetAddress',
'City' = 'l',
'State' = 'st',
'Zip'= 'postalCode',
'Country'= 'co'
}
}
}
);
1;
The LDAP server is SunOne DS 6.2, btw.
Any thoughts on what's going on here? Thanks for your assistance.
--
Roy McMorran
Systems Administrator
MDI Biological Laboratory
mcmor...@mdibl.org
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Re: [rt-users] RT::Authen::ExternalAuth (?) issue
Mike Peachey wrote: Do you find this happening when you go to access a ticket? I have always had a similar problem, but have never had a chance to sort it out as it's only really a niggle to me. I've yet to establish a definitive pattern, but I seem to be able to get it to happen by doing a search on the Tickets page. After I log back in I get the search results ;-) Also going to Tickets and then back to Home will trigger it. Any of this sounding familiar? There are similarities. Rob Munsch wrote: SSO refers to single sign-on, doesn't it? I think that's incidental to what's happening. Probably so. I'm not (knowingly) using the SSO feature. The rest of it looks like rt forgot who your user was. No user to test with and 0, No User seems to support this. Is this happening after user is idle for a while? Do they not have refresh every blah set on the page? It does look like that. The idle time isn't the issue though, unless I've somehow inadvertently set an idle timeout of less than five seconds ;-) Thanks for the feedback so far. I'm thinking of watching the LDAP traffic with Wireshark next. Cheers, -r -- Roy McMorran Systems Administrator MDI Biological Laboratory mcmor...@mdibl.org ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT::Authen::ExternalAuth (?) issue
Mike Peachey wrote: Just one thing Roy, when you did your upgrade to 3.8.2 can you confirm for absolute certainty that you ran the 4.0-4.1 schema upgrade bit from UPGRADING.mysql ? Interesting. I did follow the schema upgrade process, but I have subsequently had to re-import the RT data. There are no drop tables in the dump, but still, I'd better take a closer look at that. Thanks, -r -- Roy McMorran Systems Administrator MDI Biological Laboratory mcmor...@mdibl.org ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT::Authen::ExternalAuth (?) issue
Roy McMorran wrote: Mike Peachey wrote: Just one thing Roy, when you did your upgrade to 3.8.2 can you confirm for absolute certainty that you ran the 4.0-4.1 schema upgrade bit from UPGRADING.mysql ? Interesting. I did follow the schema upgrade process, but I have subsequently had to re-import the RT data. There are no drop tables in the dump, but still, I'd better take a closer look at that. Thanks, -r Mike, I think you hit the nail right on the head. I had to re-run the schema upgrade (i.e. all the ALTER TABLE statements that updated the character sets). Since then I haven't seen any spurious login requests. Nothing at all to do with LDAP authentication then...that was a red herring. Thanks for your help! Cheers, -r -- Roy McMorran Systems Administrator MDI Biological Laboratory mcmor...@mdibl.org ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RTFM 2.2.1 upgrade issue
Roy McMorran wrote: Kevin Falcone wrote: I'm updating the upgrade instructions to get ready for 2.2.2 so I'm interested in seeing what you need to do to get safely upgraded. What I'm seeing is that (post-upgrade) none of the custom fields are selected for any class, hence no content. In the end I just manually re-enabled the correct custom fields for the 18 classes I had. Thanks for the input everyone. Cheers, -r -- Roy McMorran Systems Administrator MDI Biological Laboratory [EMAIL PROTECTED] ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RTFM 2.2.1 upgrade issue
Kevin Falcone wrote: On Nov 1, 2007, at 9:22 AM, Drew Barnes wrote: I found that I had to upgrade to 2.1 and run the associated scripts first, then upgrade again to 2.2.1. Perhaps I'll try that. You need to run migrate-2.0-to-2.1 and then do the various schema/acl/content upgrades in etc/upgrade. You should be able to do this from a 2.2.x tarball. That migrate script does not appear to be much different between 2.1.x to 2.2.1. I ran the latter version and it seemed to finish without errors. I also (subsequently) ran the 2.1.0, 2.1.30 and 2.2.0RC2 etc/upgrade scripts - schema/acl/content (that's a total of 9 times). I believe this to be the process described in the README. Still... I'm updating the upgrade instructions to get ready for 2.2.2 so I'm interested in seeing what you need to do to get safely upgraded. What I'm seeing is that (post-upgrade) none of the custom fields are selected for any class, hence no content. I can enable the custom fields manually, but the formatting is hosed (what was entered as WikiTextSingleBody now shows up in Body). Thanks, -r -- Roy McMorran Systems Administrator MDI Biological Laboratory [EMAIL PROTECTED] ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RTFM 2.2.1 upgrade issue
Roy McMorran wrote: Kevin Falcone wrote: On Nov 1, 2007, at 9:22 AM, Drew Barnes wrote: I found that I had to upgrade to 2.1 and run the associated scripts first, then upgrade again to 2.2.1. Perhaps I'll try that. OK, I backed out and re-upgraded as far as 2.1.40 and had the same result. No custom fields selected; no content visible. Not much point in proceeding to 2.2.x. What I'm seeing is that (post-upgrade) none of the custom fields are selected for any class, hence no content. I can enable the custom fields manually, but the formatting is hosed (what was entered as WikiTextSingleBody now shows up in Body). Ignore that bit about the formatting. I had changed that earlier on this test server. -- Roy McMorran Systems Administrator MDI Biological Laboratory [EMAIL PROTECTED] ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] RTFM 2.2.1 upgrade issue
Hello all, I'm attempting an upgrade of RT RTFM on my test server. The RT upgrade (from 3.4.4 to 3.6.5) went fine. The upgrade of RTFM, not so good. I'm going from 2.0.4 to 2.2.1. I've followed the instructions in the README, and all the upgrade scripts ran without any errors or warnings. However, after the upgrade process ( clearing Mason dirs restarting httpd of course) I can't see the articles contents any more. They are still there on the Overview page, just empty of content on the Article page. No errors in the Apache logs. In rt.log only: [Wed Oct 31 20:54:37 2007] [debug]: RT::FM::ArticleCollection Limit called :QUOTEVALUE 0 VALUE LastUpdated FIELD Created OPERATOR != (/usr/local/rt3/lib/RT/FM/ArticleCollection_Overlay.pm:78) not sure if it's relevant? I'm still troubleshooting, but I wonder if anyone else might know where I went wrong? Thanks, Roy PS: Solaris 10, Perl 5.8.8, Apache 2.2.6, mod_perl 2.0.3, MySQL 5.0.45 -- Roy McMorran Systems Administrator MDI Biological Laboratory [EMAIL PROTECTED] ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
