Re: [rt-users] Occasional errors sending email through RT: Duplicate header field

This is actually now happening on every email I try to send to a ticket. I have customer complaints that I'm not responding when I AM. Any ideas on this? I'm open to anything... Steve On 2016-12-20 11:46 am, Stephen Switzer wrote: > Hello! > > I'm using RT 4.4.1 sitting behind

Re: [rt-users] Are these log errors normal?

get these warnings in our logs. # perl -MHTML::Element -e 'print "$HTML::Element::VERSION\n"'; 5.03 On Dec 21, 2016, at 8:45 AM, Stephen Switzer <st...@sbsroc.com <mailto:st...@sbsroc.com>> wrote: I'm running RT 4.4.1 w/ RTIR. The following appears when viewing a ti

[rt-users] Are these log errors normal?

I'm running RT 4.4.1 w/ RTIR. The following appears when viewing a ticket. Please keep in mind that I shortened this a LOT. Each section repeats a few hundred times in the log: [11754] [Wed Dec 21 16:35:39 2016] [warning]: Use of uninitialized value $_ in concatenation (.) or string at

[rt-users] Occasional errors sending email through RT: Duplicate header field

.@example.com> Sender: st...@example.com MIME-Version: 1.0 Content-Type: multipart/alternative; boundary="=_b308d10660951d296cc57d268c770c5f" Sender: Stephen Switzer <st...@example.com> Date: Mon, 19 Dec 2016 23:55:55 -0500 From: "RT, Support" <su

Re: [rt-users] Failed attempt to create a ticket by email, from us-c...@ncas.us-cert.gov

It finally dawned on me what the problem was, and I thought it would be good to document this in the mailing list archives in case others search for it. The user was DISABED. Ugh, so simple. Thanks for all the effort and input. Steve On 2016-11-22 3:37 pm, Stephen Switzer wrote: > R

Re: [rt-users] REST API for Assets

Hello! I also need a REST api for assets, so I decided to take a stab at writing one myself. The files are here: https://github.com/sbsroc/rt/tree/master/share/html/REST/1.0/Forms/asset This is my first contribution to RT. To install and test, place the files default and links into a

Re: [rt-users] RTIR: Best way for customers to see all tickets for their employees

"Applies to" the queue that the ticket was created in, so I'm confused... scripts don't support custom roles, maybe? Best regards, Steve On 12/05/2016 05:24 PM, Landon Stewart wrote: On Dec 5, 2016, at 12:21 PM, Stephen Switzer <st...@sbsroc.com <mailto:st...@sbsroc.com>>

Re: [rt-users] RTIR: Best way for customers to see all tickets for their employees

bj->Id ); return 1; Can anyone shed light on how to add a custom role member to a ticket on create? If I uncomment the admincclist lines, I get it added to the AdminCC field... but not the Customer custom role. I see no errors in the rt.log file, which is set to warning. Thank you! Steve

Re: [rt-users] RTIR: Best way for customers to see all tickets for their employees

Bump On 2016-11-17 12:45 pm, Stephen Switzer wrote: > I have customers with hundreds of employees, and a few of them submit > tickets. With RT and RTIR, what's the best way to allow a customer to log in > and see tickets in both RT and RTIR that users in their company have > subm

Re: [rt-users] Failed attempt to create a ticket by email, from us-c...@ncas.us-cert.gov

t a ticket / support request, > is usually called the "Requestor" > > I also see you have multiple groups assigned under your "Incident Reports" > queue. The "deny" option takes precedence over "allow" option per my > experience, so it is al

Re: [rt-users] Failed attempt to create a ticket by email, from us-c...@ncas.us-cert.gov

I don't normally think of enabling outside users to see my queue, but I think you're right. Thank you. Sent from Nine From: Matt Zagrabelny <mzagr...@d.umn.edu> Sent: Nov 21, 2016 3:47 PM To: Stephen Switzer Cc: rt-users Subject: Re: [rt-users] Failed a

[rt-users] Failed attempt to create a ticket by email, from us-c...@ncas.us-cert.gov

I received an email today: us-c...@ncas.us-cert.gov attempted to create a ticket via email in the queue Incident Reports; you might need to grant 'Everyone' the CreateTicket right. Yet, I've double checked the permissions: I have both items checked for Privileged an Unprivileged as well.

Re: [rt-users] How do I set the RT hostname?

One more thing to note... Set( $CommentAddress, 'd...@example.com ' ); Set( $CorrespondAddress, 'd...@example.com ' ); If these two are indeed the same, change the CommentAddress to something you won't use as much, like

[rt-users] Failed attempt to create a ticket by email, from us-c...@ncas.us-cert.gov

I received an email today: us-c...@ncas.us-cert.gov attempted to create a ticket via email in the queue Incident Reports; you might need to grant 'Everyone' the CreateTicket right. Yet, I've double checked the permissions: I have both items checked for Privileged an Unprivileged as well.

[rt-users] RTIR: Best way for customers to see all tickets for their employees

I have customers with hundreds of employees, and a few of them submit tickets. With RT and RTIR, what's the best way to allow a customer to log in and see tickets in both RT and RTIR that users in their company have submitted? Can I set it up per department as well? I've looked into the custom

Re: [rt-users] N-Central with Request Tracker for Incident Response (RTIR)

e a similar situation but had been considering moving to Help Desk Manager from RT. I’d be very interested in hearing more. Cheers, Adam T. On 7 Nov 2016, at 8:02 AM, Stephen Switzer <st...@sbsroc.com <mailto:st...@sbsroc.com>> wrote: For anyone who it may help: We use reque

[rt-users] Assets over REST API

Is there any way to access the Assets in RT over the REST API? I can't find anything in a Google search. Thanks! -- Best regards, Steve Stephen H. Switzer President & Chief Technical Consultant st...@sbsroc.com MAIN: CELL: +1 (585) 298-9420 EXT: 7001 +1 (585) 202-8312 Support

[rt-users] N-Central with Request Tracker for Incident Response (RTIR)

For anyone who it may help: We use request tracker for ticketing and have had N-Central installed for about a year. While N-Central can send an email to any ticketing system, its much nicer to have full integration so we can see the complete ticket information from N-Central, auto open and

[rt-users] RT 4.4.1 w/ RTIR - AlreadyResolved template

Hello! I have an RT installation and just found a template that I don't remember adding, "AlreadyResolved", which reads: Greetings, This message has been automatically generated in response to your email. This ticket has previously been marked as resolved and is being left in

Re: [rt-users] Add work time from API

Can't say that I have. It looks pretty good, thank you. 2 things I'd like to know before I install it: * Can I type notes with each entry? * Can I make entries via an API? Thank you! --- Best regards, STEPHEN H. SWITZER VOICE: 585.298.9420 [ x7001 ] CELL: 585.202.8312

Re: [rt-users] Can you limit ticket access via CF

Emmanuel, This is awesome, thanks for the input! I didn't think to do that. Does this work with the self-service interface, too? Also, on set-up... I did these steps, creating a group called 'Cust-AbcCompany' and adding users, but when I went to assign a group to the 'Company" role on a

[rt-users] Upgrade from 4.2.12 -> 4.4.1 breaks Self Service?

I upgraded last night, and all seems great, except an issue was reported today. The "My open tickets" section in Self Service is blank. The closed tickets are viewable, however. I had the user log out and back in, cleared the mason cache, restarted apache... Where can I look first to

[rt-users] Adding menu items with external data to SelfService

Hi Everyone! I have a goal to make RT's Self Service interface a full customer portal where they can log in to see their outstanding invoices as well as report trouble by creating a ticket. I imagine adding a custom field to the users to store an external ID for any user that I would like