em issues with your assets, which provides a rich
> history of issues for systems.
>
> IMO it's a natural fit if you're already using RT for tracking issues
> and helpdesk requests, it allows you to keep all that information in a
> single repository.
> --
> Later,
Thanks. That does help me.
On Tue, Nov 29, 2016 at 3:36 PM, Joop wrote:
> On 29-11-2016 20:51, john boris wrote:
> > Good Day,
> > My department is looking to replace our current Ticket/asset
> > management system. I have been using RT on a small basis to handle my
> &g
Thanks for the quick response.
I am basically seeking that the asset feature is worth the move to RT. As
much as I know about RT I think we (our department) can roll our own
automated scripts to get info and keep it updated.The one we use now can't
get warranty information and I am hoping I can ge
> Coordinator, Library Systems
>
> Cornell University Library Information Technologies
>
> c...@cornell.edu
>
> 607-255-3344
>
>
>
>
>
> *From: *rt-users on behalf of
> john boris
> *Date: *Tuesday, November 29, 2016 at 2:51 PM
> *To: *"rt-users@l
Good Day,
My department is looking to replace our current Ticket/asset management
system. I have been using RT on a small basis to handle my own Support
requests and used the Asset Management add on (pre 4.4). Our current system
used to have an agent that would populate the data set for us but lack
Are there any How-To links to setup Self Service? I have been running an RT
Instance for many years and recently $WORK decided to change the email here
and I can no longer handle my internal Tech requests through my Drupal site
webforms and rt-mailgate.
So I would like to give my users a link to a
j.
Thanks. I will use that suggestion on reply. I am technically the only user
of my RT instance and the only replies really go to my users who send in
tickets via a form.
But I will try this out. I am a sub novice when it comes to perl code.
On Wed, Mar 12, 2014 at 12:24 PM, j.hubbard wrote:
>
I have been searching the Wiki for a script that would resolve a ticket
when it is created. I use RT to track reports, installs and other automated
happenings on my servers. These generate a reply to me as I am the AdminCc
on those queues. I don't mind the replies. What i want is to have that
ticke
eaves but is not accepted on my relay or fails on my relay.
I have been searching for typos and haven't found any.
On Tue, Feb 25, 2014 at 11:29 AM, Kevin Falcone
wrote:
> On Tue, Feb 25, 2014 at 10:23:08AM -0500, john boris wrote:
> >My rt instance relays its email through a
My rt instance relays its email through another server. Messages coming
from RT are failing
My relay server is not sending the mail and is giving me a 451 error. If I
go to the command line and generate an email it sends this correctly.
RT is version 4.2.2 on ubuntu 12.10 running postfix.
It wil
rt-mailgate operating.
On Mon, Feb 10, 2014 at 1:37 PM, Kevin Falcone wrote:
> On Fri, Feb 07, 2014 at 12:30:45PM -0500, john boris wrote:
> >Kevin,
> >Thanks for the reply. I reran the script and selected mysql (which I
> did originally) it had an
> >erro
ssage.
On Fri, Feb 7, 2014 at 11:49 AM, Kevin Falcone wrote:
> On Fri, Feb 07, 2014 at 11:40:19AM -0500, john boris wrote:
> >I installed RT4.2.2 using apt-get from the repositories on Ubuntu
> 12.10 LTS. When I try to
>
> I'm not aware of RT 4.2 packages on Ubunt
I installed RT4.2.2 using apt-get from the repositories on Ubuntu 12.10
LTS. When I try to start apache I get a database error whic states
[warning]: DBI
connect('dbname=/var/lib/dbconfig-common/sqlite3/request-tracker4/rtdb;
I selected mysql when I did the install but the config files seem to
t
I am at the next step of installing rt-4.2.2 on Ubuntu 12.10. (I had a
working 3.6 RT install on a Fedora Server which is on life support at the
moment and have to make this move)
The install went fine except for some issues with PERL modules I resolved
but now I am at the web configuration spot.
Problem resolved. I found this on Stackexchange:
http://stackoverflow.com/questions/12750662/install-perl-module-netssleay-through-cpan
But this resolved the dependancy
sudo apt-get install libcrypt-ssleay-perl
On Thu, Feb 6, 2014 at 10:49 AM, john boris wrote:
> I am trying to install
I am trying to install Rt on my Ubuntu 12.10 install. I am having issues
getting all the perl modules installed.
When I run testdeps I get:
sudo make testdeps
MAILGATE missing dependencies:
Net::SSL ...MISSING
Crypt::SSLeay ...MISSING
So I then try
sudo make fixdeps and get
erro
I had the same issue installing on a 64 Bit instance of Fedora. I just had
to make sure hte paths were correct and things started working.
On Fri, Aug 23, 2013 at 12:42 PM, Jeremy Mates wrote:
> * dporter89
> > DateTime ...MISSING
> > Can't locate Data/OptList.pm in @IN
We use our rt3.6.6 instance to store reports from our system. Is there a
way I can do an SQL against the database to extract these files without
going into each ticket separatley?
--
John J. Boris, Sr.
Online Services
www.onlinesvc.com
--
RT Training in Seattle, June 19-20: http://bestpractica
Kevin,
Okay found the scrip and changed the Return to return.
Thanks
On Mon, Jun 10, 2013 at 10:26 AM, Kevin Falcone
wrote:
> On Fri, Jun 07, 2013 at 02:40:11PM -0400, john boris wrote:
> >I understand that but I looked and I don't have 42 scrips. How do I
> know wh
Kevin,
I understand that but I looked and I don't have 42 scrips. How do I know
which scrip that is? Just asking. I wil go through one by one and see which
one lost the semicolon.
On Fri, Jun 7, 2013 at 12:37 PM, Kevin Falcone wrote:
> On Fri, Jun 07, 2013 at 12:22:03PM -0400, john bor
172.31.6.213] FastCGI: server
"/opt/rt3/bin/mason_handler.fcgi" stderr: [Fri Jun 7 16:18:14 2013]
[error]: Scrip 42 Prepare failed: syntax error at (eval 952) line 1, near
"Return 1" (/opt/rt3/lib/RT/Action/UserDefined.pm:67)
On Mon, Jun 3, 2013 at 12:58 PM, Kevin Falcone wrote
I had to change the email address on my rt3 (3.6.6) instance for the owner
and also for my login. Now I am getting emails that says a ticket can't be
created.
1. I changed the OwnerEmail setting to my new email in RT_SiteConfig.pm.
Do I have to restart RT to get this working. Or restart Apache?
I am moving my old PHP-Nuke intranet site to Drupal 6.x. One of the
items in my old Nuke site was a form that would allow users to make
requests and then based on what they selected it would email the request
to the correct queue on my RT installation. I want to have that same
functionality in the
Damien,
You can setup separate emails for each company and a queue for each
company. Rt-mailgate will sort the mail to the proper queue. Rt is
configurable to whatever you want.
John Boris
>>> Damien Hull 12/30/11 2:25 PM >>>
I'm trying to configure RT for an IT consult
Emmanuel,
Thanks a bunch. I don't have any local things but I did install Asset
Tracker which is used a lot on this system.But at least I can go through
this and not blow up my working system
Thanks again.
>>> Emmanuel Lacour 1/4/2011 4:48 PM >>>
On Tue, Jan 04, 2011 at
I am currently running RT 3.6.6. I want to go to the newest release. I
am setting up another Virtual machine to run through this upgrade so I
can do this swap overnight and keep the system available to my users. I
plan to install and get working the latest version of RT and then load
in the data f
I am installing rt 3.8.8 on Fedora 14 and trying to get all the perl
modules loaded. the module XML::RSS is failing to install through CPAN.
Anyone know why? or have installed RT on Fedora 14 64 bit?
Any pointers accepted.
TIA
John J. Boris, Sr.
JEN-A-SyS Administrator
Archdiocese of Philadelp
obalScrips (Search inside the wiki) this is running
nice
under RT 3.6.x for RT 3.8.x you can find at github (
http://github.com/tbrumm/RT-Extension-QueueDeactivatedScrips) the same
solution ported to 3.8
2010/8/11 John BORIS
> Is there a way to limit one of the default scrips to not to act on
Is there a way to limit one of the default scrips to not to act on a
queue? There are two default scrips that act on ticket creation. #4 and
#5. At least I think they are defaults as I don't remember creating
these since they don't have a description. I would like to disable one
of them as it is
There was a perl script on the old wiki but it isn't on the latest wiki
page. I have it on my system and have used it once without any problems.
It needs tweaking. I didn't want to send it out unless I have the link
to where you can see who wrote it and the caveats. I have it named as
massloadat.pl
:18 AM >>>
Check yum log (assuming you use it) and make sure perl or some subset
of
perl modules wasn't upgraded. That's where I always on systems with
yum
updates turned on.
John BORIS wrote:
> All of a sudden my 3.6.6 installation on Fedora 8 stopped adding
> tickets. I h
All of a sudden my 3.6.6 installation on Fedora 8 stopped adding
tickets. I have tried different queues and users but all just hang when
you hit the create button. I see these errors in the rt_error_log
[Wed May 20 11:09:57 2009] [error] [client 172.31.6.95] FastCGI: server
"/opt/rt3/bin/mason_han
All of the Queues are showing up in RT at a glance when I select
MyAdminQueues even though the user is not the Admin of that Queue. I am
running 3.6.6
Is there a way to clear this up? I looked at the Queues and the users
I see this with are not the Administrators of those queues.
TIA
John J. B
Charlie,
You can disregard that. At least I did when I installed on my RT but I
am on 3.6
John J. Boris, Sr.
JEN-A-SyS Administrator
Archdiocese of Philadelphia
222 North 17th Street
Philadelphia, Pa. 19103
Tel: 215-965-1714
Fax: 215-587-3525
"Remember! That light at the end of the tunnel
Just mi
Where can one RTFM on how to modify the main page when you click on the
Assets menu in RT 3.6.3? I want to add a portion that shows the assets
for the user.
John J. Boris, Sr.
JEN-A-SyS Administrator
"Remember! That light at the end of the tunnel
Just might be the headlight of an oncoming train!"
In my setup my users are sending emails to RT from a machine where their
email address isn't valid. It is hard to explain. The corporate email
address for my users is not the same as their login and email address on
the server where the email is originating. We use Mutt as the client.
The emails a
William,
Why not have the email sent to a queue that has a separate reply scrip
that uses a template that includes your instructions along with a link
to the main RT web page for them to use to enter their ticket. Or maybe
configure an autoresponder in aliases that will send your boiler plate
text
Glenn,
Thanks. That worked. I had to go to a machine that is outside our
WAN/LAN so there must be a firewall rule that is blcoking it.
Thanks again
John Boris
>>> Glenn Sieb <[EMAIL PROTECTED]> 05/29/08 2:03 AM >>>
John BORIS wrote:
> I would like to use the Passwo
doing this, we will block their IP address from
accessing our servers.
Jesse
> 2008/5/28 John BORIS <[EMAIL PROTECTED]>:
> I would like to use the Password reminder module from the repository
> but
> I am a bit clueless on how to get the code. Can someone point to
> direction
I have tried that but there might be issues with our firewall setup.
All I want is the one module.
>>> "Torsten Brumm" <[EMAIL PROTECTED]> 05/28/08 4:31 PM >>>
for the whole svn try svn co svn://svn.bestpractical.com there you'll
find
everything :-)
Andy,
The email address has to be valid for it to get to RT. I am no guru
when it comes to email but woudn't the emailer try to resolve the email
address and then look for the MX record for that address in DNS. If you
sent the email from the command line and your log shows that address as
unroutabl
I would like to use the Password reminder module from the repository but
I am a bit clueless on how to get the code. Can someone point to
directions on how to get the code or the module so I can install it in
my RT instance?
TIA
John J. Boris, Sr.
JEN-A-SyS Administrator
Archdiocese of Philadel
Dan,
I did that when I rebuilt my server but I went from one version of
Fedora to another. I haven't seen any issues . yet.
John J. Boris, Sr.
JEN-A-SyS Administrator
Archdiocese of Philadelphia
"Remember! That light at the end of the tunnel
Just might be the headlight of an oncoming train!"
I am trying to get the files at:
http://svn.bestpractical.com/cgi-bin/index.cgi/bps/browse/RT-Extension-ResetPassword/
I am using the tortisesvn client. I know this isn't a TortiseSVN list
but how does one checkout the code from the site.
When I try to do this onto my pc I get an error
Error:
eue the
ticket is in.
James Moseley
"John BORIS"
<[EMAIL PROTECTED]
I am running RT 3.6.6. I want to change some owners of tickets but the
drop down box doesn't have the user I want to give it to. How does the
owner field drop down list get populated?
Or how does one change the owner of a ticket?
TIA
John
Is this a typo?
Alias /rt3 "//opt/rt3/share/html"
Shouldn't that read
Alias /rt3 "/opt/rt3/share/html"
John J. Boris, Sr.
JEN-A-SyS Administrator
Archdiocese of Philadelphia
222 North 17th Street
Philadelphia, Pa. 19103
Tel: 215-965-1714
Fax: 215-587-3525
"Remember! That light at the end of t
ight of an oncoming train!"
>>> Kenneth Marshall <[EMAIL PROTECTED]> 4/28/2008 3:23 PM >>>
Try logging out and then back in again.
Ken
On Mon, Apr 28, 2008 at 03:18:48PM -0400, John BORIS wrote:
> I am running RT 3.6.6.
>
> I added a new queue, added an
I am running RT 3.6.6.
I added a new queue, added an entry into aliases. I can send email to
RT and the ticket gets created in the Queue but the queue never shows up
on the RT at a glance page. It doesn't show up in the section where it
shows the queues that I am and AdminCc for either. The ticket
Jared,
Take it fromsomeone who has zero time to keep things updated. Try to
keep your nods to the place that upgrades will not overwirte them. After
a while you will have a hard time to make those mods and to keep track
of them.
You can add anything to the index.html page as long as it resides in
I am no guru but the directory /opt/rt3/local/html is where you want to keep
your local copies of RT files. RT looks there first for files. At first glance
it looks easy to just create a new copy of the RT Index page under a new name
in /opt/rt3/local/html and then create your splash page named
I remember this being a discussion thread a while back but searching the
archives I couldn't find it. I found one thread from 2003 but it didn't
address a resolution.
I resolved a ticket and then noticed my auto reply to the requestor
didn't include my resolution information. So I went back into R
It seems I have an autoreply loop that I can't seem to stop. While
testing my setup I sent a request from one of my machines to my RT
instance. When it tried to send the reply to that machine (the
requester's email address was [EMAIL PROTECTED]) it got a connection
refused since that machine was ne
the ticket or
that
> the ticket is assigned to. You can very easily modify the requestor
(or
> populate the field when the ticket is created) field by changing the
email
> address to who should be the requestor, ie, the person who should
have
> opened the ticket in the fir
This may be a simple question but is the Requestor (person who submits
the ticket) the same as the owner? I usually enter tickets when Users
contact me or I am starting a project and want to track it in RT. But
now I want the user who contacted me to be the person who would have
emailed the reques
Is the Asset Tracker list still alive. I saw an email a while back about
things starting up again. I have a few questions but don't want to post
them here. the links I have all die or bounce.
TIA
John J. Boris, Sr.
JEN-A-SyS Administrator
Archdiocese of Philadelphia
"Remember! That light at the e
If it worked before you rebooted then one of actions you did was not
written to a configuration file. This issue also has to do with smrsh
so it probably has to do with the link that was done.
I am not familiar with your flavor of Unix and would never call myself
a guru at this but I have had issu
Nelson,
In the Rt book it states that
"Modern Versions of Sendmail require all programs called from the
/etc/aliases file to be symlinked into the /etc/smrsh/ directory. You
will receive DSN:Service unavailable erros if you haven't done this."
Here is what they say to use to setup the link:
ln -
did you run newaliases after you setup the aliases file?
The web address http://localhost assumes that rt is set as the
DocumentRoot.
http://localhost/rt assumes that rt resides at /rt off of DocumentRoot.
This is set in httpd.conf. It is all based on how you setup your http
server.
>>> "Nelson
of an oncoming train!"
>>> "Nelson Pereira" <[EMAIL PROTECTED]> 3/27/2008 2:04:39 PM >>>
Ok thanks,
But when RT send the email (like the response), what email will it use
to send that email to the user that opened a ticket by sending an
email
to RT?
Also,
host?
Lastly, I assume you are calling RT at the following URL:
http://172.31.6.213/rt/
James Moseley
"John BORIS"
dler fcgid-script fcg fcgi fpl
# Sane place to put sockets and shared memory file
SocketPath run/mod_fcgid
SharememPath run/fcgid_shm
# Main instance
Alias /rt/NoAuth/images/ /opt/rt3/share/html/NoAuth/images/
ScriptAlias /rt /opt
I am part way finished moving a working RT-3.4.5 installation to a newer
server running MySQL 5, PHP 5 and Fedora 8. I tarred up the rt
installation and put it in the same place on the new server. I did a
mysqldump of the rt3 database and then ran that on the new server. The
running installation is
I am trying to install rt-3.4.5 and the fixdeps fails when it tries to
compile Apache::Test. This is on Fedora 8 with Perl v5.8.8 built for
i386-linux-thread-multi. Any hints on how to get that to compile.
___
http://lists.bestpractical.com/cgi-bin/mailm
This might be trivial but make sure the job is running the job as the
user you expect. If cron.hourly is being executed as root then it may
be reading the wrong files to setup the environment.
John J. Boris, Sr.
JEN-A-SyS Administrator
Archdiocese of Philadelphia
222 North 17th Street
Philadelp
Hi all,
Today a user was entering an Asset and couldn't change the value of one
of the fields in the asset. I went into the configuration and found the
field and then gave any privileged user the Authority to see the field
and modify the field. She also told me she created two blank tickets in
a Qu
I resolved this problem. Operator error. I had the value Return 1;
instead of return 1; That made a big difference. Now I hope that
resolved my other FastCGI problem.
I am still looking into the error message in the rt error log:
[Mon Jun 04 09:43:10 2007] [error] [client 172.31.6.95] FastCG
I am still looking into the error message in the rt error log:
[Mon Jun 04 09:43:10 2007] [error] [client 172.31.6.95] FastCGI: comm
with server "/opt/rt3/bin/mason_handler.fcgi" aborted: idle timeout (120
sec)
[Mon Jun 04 09:43:10 2007] [error] [client 172.31.6.95] FastCGI:
incomplete headers (0 b
The other day my RT setup decided to stop working. My users were
complaining about Server Internal 500 errors. I looked through the logs
(rt_error, rt_access and my Apache logs) and saw a bunch of errors from
FastCGI. I searched through the mail list archive and found a lot of
messages just like mi
unnel
Just might be the headlight of an oncoming train!"
>>> Matthew Keller <[EMAIL PROTECTED]> 05/29/07 12:49 PM >>>
On Tue, 2007-05-29 at 12:01 -0400, John BORIS wrote:
> Does anyone know where the asset Tracker Wiki
Does anyone know where the asset Tracker Wiki or site is kept?
TIA
John J. Boris, Sr.
JEN-A-SyS Administrator
Archdiocese of Philadelphia
"Remember! That light at the end of the tunnel
Just might be the headlight of an oncoming train!"
___
http://li
I just installed RTx-Shredder-0.06 from the source. There weren't any
errors during the install. I then logged into Rt and went to
Configuration->Tools->Shredder and I got this error:
RTx-Shredder extension needs directory to write dumps there. Please,
check that you have /opt/rt3/var/data/RTx-Shr
I just installed RTx-Shredder-0.06 from the source. There weren't any
errors during the install. I then logged into Rt and went to
Configuration->Tools->Shredder and I got this error:
RTx-Shredder extension needs directory to write dumps there. Please,
check that you have /opt/rt3/var/data/RTx-Shr
I have been searching the Wiki and the archives but haven't found
anything. I would like to have Tickets that are sent to a certain queue
via email to automatically have the attachment that is in the request
added to RTFM. I haven't found anything like this and I am not sure it
can be done.
I have
Carlos,
You have to create the alias on the server in the mail aliases file.
Look up the man page for aliases for your flavor of UNIX and make those
changes. On Red hat it is in /etc/aliases. Then when you are finished
you have to run newaliases for it to take effect. I believe this is
spelled out
Has something happened to the RT Wiki?
http://wiki.bestpractical.com/index.cgi?
It looks like it is broke or hacked. I keep getting pages that have a
bunch of code and weird web links.
I clicked on the link for:
AddAdminCc and got this in the page that was returned:
Welcome to our website for yo
;
Set($DatabasePassword , 'wibble');
Set($DatabaseName , 'rtdb');
Dan
-Original Message-----
From: [EMAIL PROTECTED]
[mailto:[EMAIL PROTECTED] Behalf Of John
Boris
Sent: June 9, 2006 12:18 PM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Trying to use RTFM
I am not sure if this is the correct list. I have RT 3.4.5 installed and
RTFM-2.2.0RC2 installed. When I try to run make initdb I get this
error:
make initdb
/usr/bin/perl -Ilib -I/opt/rt3/lib /opt/rt3/sbin/rt-setup-database
--action schema --datadir etc --datafile etc/initialdata --dba rt_user
We are very new at using RT(3.4.5 on fedora Core 4) and I have a
question on actually how to handle things. When I receive a telephone
request (We are slowly moving away from that type of request) I enter it
into RT by creating a ticket in the proper Queue changing the requestor
from me to the pers
I want to create a Queue that will not generate an AutoReply when a
ticket is created. I am setting up a queue to log my backup summaries
from my server pool. I don't need a reply back to a backup daemon. The
AutoReply scrip is a Global one and if I try to remove it I remove it
from the entire sys
I saw a partial answer to this in the archive but nothing else. I want
each user to be allowed to change their Name, Phone number, address etc.
Not their email. I tried the Modify Self right but that just gives them
access to change their password. Is there a way to do this without
getting into a p
of an oncoming train!"
>>> Stephen Turner <[EMAIL PROTECTED]> 05/11/06 9:40 AM >>>
At Wednesday 5/10/2006 05:01 PM, John Boris wrote:
>Can a scrip be written that will notify a set of users that a ticket
has
>been created in a queue without assigning the ticke
Can a scrip be written that will notify a set of users that a ticket has
been created in a queue without assigning the ticket to that user or
making that person an AdminCc? I don't want to send a bunch of
duplicate emails. I want the certain group of people to get notified
there is a ticket. I hav
Some of you longtime RT users may have already done this but I just
thought I would post this to the list.
As I am new to RT and migrating from our current system (Keystone.
Great system but no support) I had the daunting task of assigning users.
I looked through the Wiki and manual and couldn't
I am trying to install RTFM on Fedora Core 4 the instructions say to:
perl -MCPAN -e'install HTML::Format'
When I do that it replies it can't find it and to try
i /HTML::Format/
When I do that I get 14 responses
cpan> i /HTML::Format/
Module HTML::FormatData
(E/EF/EFOLLEY/HTML-Forma
Please disregard the email. As I said this is new to me. I had been
making changes to RT_SiteConfig.pm but wasn't restarting the httpd
daemon each time I made a change. I just didn't think or know that it
reloaded that file every time the Web server daemon was started. It is
now working. Sorry for
I am new to this and this is a new install of RT 3.4.5 on Fedora Core 4.
I am using the FastCGI Server. My server is on a private network not on
the Internet. It sits behind a firewall that is passing packets from the
Public side to the private side. The Public side is still a private
network. I am
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