subject:"\\\[rt\\\-users\\\] Remove"

Re: [rt-users] remove large attachments and replace with download link

2016-06-09 Thread Hugo Escobar

Thank for your comments and suggestions. We decided to upgrade RT to 4.4

On Wed, Jun 8, 2016 at 3:11 AM, Christian Loos  wrote:

> Am 07.06.2016 um 23:23 schrieb Hugo Escobar:
> > We need to give our users the possibility of receiving large files (say
> >> 10MB)
> >
> > Knowing the attachment size limit all email services impose, we thought
> > there should be a way to tell RT to replace large attachments with a
> > download
> > link when constructing the email message allowing the user to access
> those
> > files.
> >
> > I've been searching the internet to no avail.
> >
> > Any help will be appreciated
>
> This is possible in RT 4.4 if you use ExternalStorage Type "AmazonS3"
> [1] and activate the "Direct Linking" feature [2].
>
> Chris
>
> [1]
> https://docs.bestpractical.com/rt/latest/RT_Config.html#External-storage
> [2]
>
> https://docs.bestpractical.com/rt/latest/RT/ExternalStorage/AmazonS3.html#Direct-Linking
>

-- 
Regards,

Hugo Escobar

4770 Biscayne Blvd, Ste 700
Miami, FL 33137

main: 305.677.0022
support: 305.921.4620
email: hesco...@afslc.com

Follow us on Facebook and Linked-In

NOTICE: This email and any attachment to this email may contain
confidential information. If you are not the intended recipient, you must
not review, retransmit, convert to hard copy, photocopy, use or disseminate
this email or any attachments to it. If you have received this email in
error, please notify us immediately by return email and delete this
message. Please note that if this email contains a forwarded message or is
a reply to a prior message, some or all of the contents of this message or
any attachments may not have been produced by our firm. *As our firm may be
deemed a debt collector, if your payment is in default, we may be
attempting to collect a debt on behalf of the association, and any
information obtained may be used for that purpose.*
-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Los Angeles - September, 2016

Re: [rt-users] remove large attachments and replace with download link

2016-06-08 Thread Christian Loos

Am 07.06.2016 um 23:23 schrieb Hugo Escobar:
> We need to give our users the possibility of receiving large files (say
>> 10MB)
> 
> Knowing the attachment size limit all email services impose, we thought
> there should be a way to tell RT to replace large attachments with a
> download
> link when constructing the email message allowing the user to access those
> files.
> 
> I've been searching the internet to no avail.
> 
> Any help will be appreciated

This is possible in RT 4.4 if you use ExternalStorage Type "AmazonS3"
[1] and activate the "Direct Linking" feature [2].

Chris

[1] https://docs.bestpractical.com/rt/latest/RT_Config.html#External-storage
[2]
https://docs.bestpractical.com/rt/latest/RT/ExternalStorage/AmazonS3.html#Direct-Linking
-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Los Angeles - September, 2016

Re: [rt-users] remove large attachments and replace with download link

2016-06-07 Thread Emmanuel Lacour

Le 07/06/2016 à 23:23, Hugo Escobar a écrit :
> We need to give our users the possibility of receiving large files (say
>> 10MB)
> 
> Knowing the attachment size limit all email services impose, we thought
> there should be a way to tell RT to replace large attachments with a
> download
> link when constructing the email message allowing the user to access those
> files.
> 
> I've been searching the internet to no avail.
> 
> 

Have a look at this plugin I just made:

http://search.cpan.org/~elacour/RT-Extension-AttachmentFilter-0.01/

It does not do what you ask for, but it can help you to understand the
process and now some usefull callbacks.

To my knowledge, nobody as done this, but I'm sure it's possible to do
it cleanly.


Be careful there is code change on file upload between RT 4.2 and 4.4, I
still did not work on 4.4 code (but will do soon ...).
-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Los Angeles - September, 2016

[rt-users] remove large attachments and replace with download link

2016-06-07 Thread Hugo Escobar

We need to give our users the possibility of receiving large files (say >
10MB)

Knowing the attachment size limit all email services impose, we thought
there should be a way to tell RT to replace large attachments with a
download
link when constructing the email message allowing the user to access those
files.

I've been searching the internet to no avail.

Any help will be appreciated

-- 
Regards,

Hugo Escobar



4770 Biscayne Blvd, Ste 700
Miami, FL 33137

main: 305.677.0022
support: 305.921.4620
email: hesco...@afslc.com

Follow us on Facebook and Linked-In



NOTICE: This email and any attachment to this email may contain
confidential information. If you are not the intended recipient, you must
not review, retransmit, convert to hard copy, photocopy, use or disseminate
this email or any attachments to it. If you have received this email in
error, please notify us immediately by return email and delete this
message. Please note that if this email contains a forwarded message or is
a reply to a prior message, some or all of the contents of this message or
any attachments may not have been produced by our firm. *As our firm may be
deemed a debt collector, if your payment is in default, we may be
attempting to collect a debt on behalf of the association, and any
information obtained may be used for that purpose.*
-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Los Angeles - September, 2016

[rt-users] Remove

2016-03-31 Thread Kobus Bensch

Remove

-- 


Trustpay Global Limited is an authorised Electronic Money Institution 
regulated by the Financial Conduct Authority registration number 900043. 
Company No 07427913 Registered in England and Wales with registered address 
130 Wood Street, London, EC2V 6DL, United Kingdom.

For further details please visit our website at www.trustpayglobal.com.

The information in this email and any attachments are confidential and 
remain the property of Trustpay Global Ltd unless agreed by contract. It is 
intended solely for the person to whom or the entity to which it is 
addressed. If you are not the intended recipient you may not use, disclose, 
copy, distribute, print or rely on the content of this email or its 
attachments. If this email has been received by you in error please advise 
the sender and delete the email from your system. Trustpay Global Ltd does 
not accept any liability for any personal view expressed in this message.
-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Washington DC - May 23 & 24, 2016

[rt-users] Remove

2016-03-31 Thread Kobus Bensch

Remove

-- 


Trustpay Global Limited is an authorised Electronic Money Institution 
regulated by the Financial Conduct Authority registration number 900043. 
Company No 07427913 Registered in England and Wales with registered address 
130 Wood Street, London, EC2V 6DL, United Kingdom.

For further details please visit our website at www.trustpayglobal.com.

The information in this email and any attachments are confidential and 
remain the property of Trustpay Global Ltd unless agreed by contract. It is 
intended solely for the person to whom or the entity to which it is 
addressed. If you are not the intended recipient you may not use, disclose, 
copy, distribute, print or rely on the content of this email or its 
attachments. If this email has been received by you in error please advise 
the sender and delete the email from your system. Trustpay Global Ltd does 
not accept any liability for any personal view expressed in this message.
-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Washington DC - May 23 & 24, 2016

Re: [rt-users] Remove Message

2013-12-20 Thread Kevin Falcone

On Thu, Dec 19, 2013 at 06:28:24PM +, Bryon Baker wrote:
I would like to get rid of the following message
 
User could not be created: Must specify 'Name' attribute
 
This happens when trying to create users and on some emails when the auto 
 create is enabled.
 
Can someone give me a little direction to get rid of this?

This is an error, RT users must have a username (a unique username).

I don't know how you're autocreating users, but you may wish to
emulate what RT does with users created via email and set Name equal
to the email address as well as EmailAddress equal to the email.

-kevin


pgpymegGXtmgb.pgp
Description: PGP signature

Re: [rt-users] Remove Message

2013-12-20 Thread Bryon Baker

Thanks for the response Kevin.

This is happening when  RT creates users from incoming emails.

I am also using the external auth plugin.  Where in the config would I equate 
name to email address?

Thanks
Bryon Baker
Network Operations Manager
Copesan - Specialists in Pest Solutions
800-267-3726  .  262-783-6261 ext. 2296
bba...@copesan.com
www.copesan.com
Servicing North America with Local Care


-Original Message-
From: rt-users-boun...@lists.bestpractical.com 
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kevin Falcone
Sent: Friday, December 20, 2013 9:49 AM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Remove Message

On Thu, Dec 19, 2013 at 06:28:24PM +, Bryon Baker wrote:
I would like to get rid of the following message
 
User could not be created: Must specify 'Name' attribute
 
This happens when trying to create users and on some emails when the auto 
 create is enabled.
 
Can someone give me a little direction to get rid of this?

This is an error, RT users must have a username (a unique username).

I don't know how you're autocreating users, but you may wish to emulate what RT 
does with users created via email and set Name equal to the email address as 
well as EmailAddress equal to the email.

-kevin

Re: [rt-users] Remove Message

2013-12-20 Thread Kevin Falcone

Don't send me personal email, I read the list, obey my Reply-To header
and send your mail to the list.

On Fri, Dec 20, 2013 at 04:22:08PM +, Bryon Baker wrote:
 Thanks for the response Kevin.
 
 This is happening when  RT creates users from incoming emails.
 
 I am also using the external auth plugin.  Where in the config would I equate 
 name to email address?

The default config shipped with RT::Authen::ExternalAuth sets the Name
parameter, you must have removed that, but since you've not shown
actual errors or a config, all anyone can do is guess.

https://metacpan.org/pod/RT::Authen::ExternalAuth::LDAP

-kevin


pgpUxzhDeXkv_.pgp
Description: PGP signature

Re: [rt-users] Remove Message

2013-12-20 Thread Bryon Baker

This is the message when RT tries to create a user with incoming email
User could not be created: User creation failed in mailgateway: Must 
specify 'Name' attribute (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:245)

This is the message when I try and create a user manually using Admin  User  
Create
User could not be created: Must specify 'Name' attribute

You sent me information related to external auth.  Does RT use the parameters 
in that area?
External Auth Config
{
  'Connect_LDAP' = {
  'base' = 'DC=copesan,DC=local',
  'pass' = 'Password not printed',
  'net_ldap_args' = [
   'version',
   3
 ],
  'filter' = 
'((ObjectCategory=User)(ObjectClass=Person))',
  'attr_match_list' = [
 'Name',
 'EmailAddress'
   ],
  'tls' = 0,
  'd_filter' = 
'(userAccountControl:1.2.840.113556.1.4.803:=2)',
  'user' = 'CN=RQ 
Tracker,OU=Users_Special,OU=Copesan,DC=Copesan,DC=local',
  'type' = 'ldap',
  'server' = '192.168.250.49',
  'attr_map' = {
  'City' = 'l',
  'RealName' = 'cn',
  'State' = 'st',
  'EmailAddress' = 'mail',
  'Gecos' = 'sAMAccountName',
  'Country' = 'co',
  'Address1' = 'streetAddress',
  'Zip' = 'postalCode',
  'WorkPhone' = 'telephoneNumber',
  'Name' = 'sAMAccountName',
  'Organization' = 
'physicalDeliveryOfficeName',
  'ExternalAuthId' = 'sAMAccountName'
}
},
  'Connect_MSSQL' = {
   'pass' = 'Password not printed',
   'table' = 'ReqTracker_HelpDesk',
   'attr_match_list' = [
  'Name',
  'Gecos'
],
   'p_field' = 'password',
   'port' = '1433',
   'p_check' = sub { DUMMY },
   'u_field' = 'Email',
   'database' = 
'RapidTrax6a;Driver=SQLServer;DSN=SQLServer',
   'dbi_driver' = 'ODBC',
   'user' = 'HelpDeskOTRS',
   'type' = 'db',
   'server' = '192.168.250.29',
   'attr_map' = {
   'City' = 'City',
   'RealName' = 'Realname',
   'State' = 'State',
   'EmailAddress' = 'Email',
   'Gecos' = 'Email',
   'Address1' = 'Address',
   'Zip' = 'Zip',
   'Name' = 'Email',
   'Organization' = 'Organization',
   'ExternalAuthId' = 'Email'
 }
 }
}

Bryon Baker
Network Operations Manager
Copesan - Specialists in Pest Solutions
800-267-3726  .  262-783-6261 ext. 2296
bba...@copesan.com
www.copesan.com
Servicing North America with Local Care


-Original Message-
From: rt-users-boun...@lists.bestpractical.com 
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kevin Falcone
Sent: Friday, December 20, 2013 3:59 PM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Remove Message

Don't send me personal email, I read the list, obey my Reply-To header and send 
your mail to the list.

On Fri, Dec 20, 2013 at 04:22:08PM +, Bryon Baker wrote:
 Thanks for the response Kevin.
 
 This is happening when  RT creates users from incoming emails.
 
 I am also using the external auth plugin.  Where in the config would I equate 
 name to email address?

The default config shipped with RT::Authen::ExternalAuth sets the Name 
parameter, you must have removed that, but since you've not shown actual errors 
or a config, all anyone can do is guess.

https://metacpan.org/pod/RT::Authen::ExternalAuth::LDAP

-kevin

Re: [rt-users] Remove Message

2013-12-20 Thread Bryon Baker

By the way for the Emails it does not happen all the time.  It is very sporadic 
and I cannot figure out the pattern.

Thanks
Bryon Baker
Network Operations Manager
Copesan - Specialists in Pest Solutions
800-267-3726  .  262-783-6261 ext. 2296
bba...@copesan.com
www.copesan.com
Servicing North America with Local Care


-Original Message-
From: rt-users-boun...@lists.bestpractical.com 
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Bryon Baker
Sent: Friday, December 20, 2013 4:23 PM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Remove Message

This is the message when RT tries to create a user with incoming email
User could not be created: User creation failed in mailgateway: Must 
specify 'Name' attribute (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:245)

This is the message when I try and create a user manually using Admin  User  
Create
User could not be created: Must specify 'Name' attribute

You sent me information related to external auth.  Does RT use the parameters 
in that area?
External Auth Config
{
  'Connect_LDAP' = {
  'base' = 'DC=copesan,DC=local',
  'pass' = 'Password not printed',
  'net_ldap_args' = [
   'version',
   3
 ],
  'filter' = 
'((ObjectCategory=User)(ObjectClass=Person))',
  'attr_match_list' = [
 'Name',
 'EmailAddress'
   ],
  'tls' = 0,
  'd_filter' = 
'(userAccountControl:1.2.840.113556.1.4.803:=2)',
  'user' = 'CN=RQ 
Tracker,OU=Users_Special,OU=Copesan,DC=Copesan,DC=local',
  'type' = 'ldap',
  'server' = '192.168.250.49',
  'attr_map' = {
  'City' = 'l',
  'RealName' = 'cn',
  'State' = 'st',
  'EmailAddress' = 'mail',
  'Gecos' = 'sAMAccountName',
  'Country' = 'co',
  'Address1' = 'streetAddress',
  'Zip' = 'postalCode',
  'WorkPhone' = 'telephoneNumber',
  'Name' = 'sAMAccountName',
  'Organization' = 
'physicalDeliveryOfficeName',
  'ExternalAuthId' = 'sAMAccountName'
}
},
  'Connect_MSSQL' = {
   'pass' = 'Password not printed',
   'table' = 'ReqTracker_HelpDesk',
   'attr_match_list' = [
  'Name',
  'Gecos'
],
   'p_field' = 'password',
   'port' = '1433',
   'p_check' = sub { DUMMY },
   'u_field' = 'Email',
   'database' = 
'RapidTrax6a;Driver=SQLServer;DSN=SQLServer',
   'dbi_driver' = 'ODBC',
   'user' = 'HelpDeskOTRS',
   'type' = 'db',
   'server' = '192.168.250.29',
   'attr_map' = {
   'City' = 'City',
   'RealName' = 'Realname',
   'State' = 'State',
   'EmailAddress' = 'Email',
   'Gecos' = 'Email',
   'Address1' = 'Address',
   'Zip' = 'Zip',
   'Name' = 'Email',
   'Organization' = 'Organization',
   'ExternalAuthId' = 'Email'
 }
 }
}

Bryon Baker
Network Operations Manager
Copesan - Specialists in Pest Solutions
800-267-3726  .  262-783-6261 ext. 2296
bba...@copesan.com
www.copesan.com
Servicing North America with Local Care


-Original Message-
From: rt-users-boun...@lists.bestpractical.com 
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kevin Falcone
Sent: Friday, December 20, 2013 3:59 PM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Remove Message

Don't send me personal email, I read the list, obey my Reply-To header and send 
your mail to the list.

On Fri, Dec 20, 2013 at 04:22:08PM +, Bryon Baker wrote:
 Thanks

[rt-users] Remove Message

2013-12-19 Thread Bryon Baker

I would like to get rid of the following message

User could not be created: Must specify 'Name' attribute

This happens when trying to create users and on some emails when the auto 
create is enabled.

Can someone give me a little direction to get rid of this?

Thanks

Bryon Baker
Network Operations Manager
Copesan - Specialists in Pest Solutions
800-267-3726  *  262-783-6261 ext. 2296
bba...@copesan.commailto:cstep...@copesan.com
www.copesan.comhttp://www.copesan.com/
Servicing North America with Local Care

[rt-users] Remove extraneous records from DB

2013-06-03 Thread Don Smitheimer

All,

While trying to debug a custom action scrip module I developed, I made a change 
to the ScripAction array and re-ran rt-setup-database which inserted another 
record into the DB for the same module, with the same name.

Obviously now there are two entries with the same name for the action scrip in 
the web pull down for Action.

Is there an easy way to delete one of the records?  I searched the list and 
wiki without success, but I may not have entered the right search terms.

Thanks much,

Don


-- 
RT Training in Seattle, June 19-20: http://bestpractical.com/training

Re: [rt-users] Remove extraneous records from DB

2013-06-03 Thread Kevin Falcone

On Mon, Jun 03, 2013 at 03:41:32PM +, Don Smitheimer wrote:
While trying to debug a custom action scrip module I developed, I made a 
 change to the
ScripAction array and re-ran rt-setup-database which inserted another 
 record into the DB for
the same module, with the same name.
 
Obviously now there are two entries with the same name for the action 
 scrip in the web pull
down for Action.
 
Is there an easy way to delete one of the records?  I searched the list 
 and wiki without
success, but I may not have entered the right search terms.

For Scrip Actions, as long as it isn't used by Scrips, you're pretty
safe to go and delete from ScripActions where id =
bogus_script_action;

If you delete a ScripAction in use by the Scrips table, things will
break, so be careful (you can confirm with select * from Scrips where
ScripAction = bogus_scrip_action).

-kevin


pgpmK1jiU4ZNJ.pgp
Description: PGP signature


-- 
RT Training in Seattle, June 19-20: http://bestpractical.com/training

[rt-users] Remove User from User Rights

2012-10-02 Thread Ron Yacketta


Hello all!

Is their a way to remove a user from a Queues User Rights? One of our 
end users was added to User Rights instead of added to a Group.


-Ron



Final RT training for 2012 in Atlanta, GA - October 23  24
 http://bestpractical.com/training

We're hiring! http://bestpractical.com/jobs

Re: [rt-users] Remove User from User Rights

2012-10-02 Thread Thomas Sibley

On 10/02/2012 05:59 AM, Ron Yacketta wrote:
 Hello all!
 
 Is their a way to remove a user from a Queues User Rights? One of our
 end users was added to User Rights instead of added to a Group.

Remove all the rights granted individually to that user at the queue level.



Final RT training for 2012 in Atlanta, GA - October 23  24
  http://bestpractical.com/training

We're hiring! http://bestpractical.com/jobs

[rt-users] Remove menu animation (RT 4.0.5)

2012-06-01 Thread Claes Jansson


Hi!

Using the aileron css theme...

I've been trying to remove/speed up the menu animation in rt 4.0.5 but 
without success. What i have tried is to change the sf.defaults{} 
section in html/NoAuth/js/superfish.js. But i can see no difference in 
speed.


Also cleared mason cache and restarted apache, after the changes has 
been made...


# find /var/cache/request-tracker4/mason_data/ -type f -delete ; 
/etc/init.d/apache2 restart


Does anyone have an idéa how to do this the right way?

//Claes

Re: [rt-users] Remove menu animation (RT 4.0.5)

2012-06-01 Thread Thomas Sibley

On 06/01/2012 08:44 AM, Claes Jansson wrote:
 Hi!
 
 Using the aileron css theme...
 
 I've been trying to remove/speed up the menu animation in rt 4.0.5 but
 without success. What i have tried is to change the sf.defaults{}
 section in html/NoAuth/js/superfish.js. But i can see no difference in
 speed.

Those are the defaults, but since share/html/NoAuth/css/aileron/InHeader
explicitly passes

speed: 'fast'

the defaults aren't used.  'fast' is a jQuery-ism for 200ms.  If you
want it quicker, you can edit the file or even change the default
meaning of fast in jQuery.  You could also turn off jQuery animations
entirely by adding a new JS file containing the line:

   jQuery.fx.off = true;

Thomas

Re: [rt-users] Remove ticket number/tag from subject

2011-09-28 Thread Ruslan Zakirov

Hi,

I recall some solution was posted a few years back to the list or
wiki, but don't remember anyone wrapped it as an extension.

On Wed, Sep 28, 2011 at 9:33 AM, Kristofer Pettijohn
kristo...@cybernetik.net wrote:
 Hello,

 I am currently using OTRS, and am evaluating RT.  One feature that OTRS has 
 that is a requirement for us is to remove the ticket number from the subject 
 line and leave the customers subjects in tact, yet being able to change the 
 title of the ticket in the system.

 Is RT able to do this?  Parse incoming emails and match replies to the ticket 
 by message-id's and references, as well as retain the original subject of the 
 email but yet keep our adjusted ticket title in the system?

 Kris

 
 RT Training Sessions (http://bestpractical.com/services/training.html)
 *  Chicago, IL, USA  September 26  27, 2011
 *  San Francisco, CA, USA  October 18  19, 2011
 *  Washington DC, USA  October 31  November 1, 2011
 *  Melbourne VIC, Australia  November 28  29, 2011
 *  Barcelona, Spain  November 28  29, 2011




-- 
Best regards, Ruslan.

RT Training Sessions (http://bestpractical.com/services/training.html)
*  Chicago, IL, USA  September 26  27, 2011
*  San Francisco, CA, USA  October 18  19, 2011
*  Washington DC, USA  October 31  November 1, 2011
*  Melbourne VIC, Australia  November 28  29, 2011
*  Barcelona, Spain  November 28  29, 2011

Re: [rt-users] Remove ticket number/tag from subject

2011-09-28 Thread Dr Tim Cutts


On 28 Sep 2011, at 10:42, Ruslan Zakirov wrote:

 Hi,
 
 I recall some solution was posted a few years back to the list or
 wiki, but don't remember anyone wrapped it as an extension.

I suspect any such method will be quite fragile, since it will depend closely 
on the end user's mail user agent, and their mail provider's mail transfer 
agent, doing the right thing with message ID's, In-reply-to headers and so on.  
In my experience quite a lot of mail clients don't do that properly.

Regards,

Tim

-- 
 The Wellcome Trust Sanger Institute is operated by Genome Research 
 Limited, a charity registered in England with number 1021457 and a 
 company registered in England with number 2742969, whose registered 
 office is 215 Euston Road, London, NW1 2BE. 

RT Training Sessions (http://bestpractical.com/services/training.html)
*  Chicago, IL, USA  September 26  27, 2011
*  San Francisco, CA, USA  October 18  19, 2011
*  Washington DC, USA  October 31  November 1, 2011
*  Melbourne VIC, Australia  November 28  29, 2011
*  Barcelona, Spain  November 28  29, 2011

Re: [rt-users] Remove ticket number/tag from subject

2011-09-28 Thread Thomas Sibley

On 09/28/2011 05:54 AM, Dr Tim Cutts wrote:
 I recall some solution was posted a few years back to the list or 
 wiki, but don't remember anyone wrapped it as an extension.
 
 I suspect any such method will be quite fragile, since it will depend
 closely on the end user's mail user agent, and their mail provider's
 mail transfer agent, doing the right thing with message ID's,
 In-reply-to headers and so on.  In my experience quite a lot of mail
 clients don't do that properly.

The other problem such header matching creates is attaching email to
completely unrelated existing tickets when a person tries to create a
new ticket by replying to a ticket mail and clearing the subject and
content.

This question comes up on the mailing list from time to time.  I suggest
you search the archives.

Thomas

RT Training Sessions (http://bestpractical.com/services/training.html)
*  Chicago, IL, USA  September 26  27, 2011
*  San Francisco, CA, USA  October 18  19, 2011
*  Washington DC, USA  October 31  November 1, 2011
*  Melbourne VIC, Australia  November 28  29, 2011
*  Barcelona, Spain  November 28  29, 2011

Re: [rt-users] Remove ticket number/tag from subject

2011-09-28 Thread Kristofer Pettijohn

 The other problem such header matching creates is attaching email to
 completely unrelated existing tickets when a person tries to create a
 new ticket by replying to a ticket mail and clearing the subject and
 content.
 
 This question comes up on the mailing list from time to time.  I suggest
 you search the archives.

That is an issue less than 1% of the time for us, which we can easily resolve 
in OTRS by clicking Split which splits that article into a new ticket.  
Beyond that, we have done something where a new ticket is created if an old 
closed ticket over a certain time-frame is replied to.

This particular situation has been the only nuisance with handling tickets this 
way, but it happens so infrequently that it hasn't been an issue.

I do remember trying to manually code this message-id matching into RT about 10 
years ago, and back in that day so many different email clients were in use and 
weren't following the rules per say, that it was too much of an issue to deal 
with.  I haven't had any issues with OTRS not matching an email to the correct 
ticket yet.  I think it may do a little more than just scan the headers, also, 
but I haven't had time to look at the code.  I was hoping RT would have been to 
that point by now, but maybe this could be an opportunity for me to contribute 
some code. :)

Kris


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Re: [rt-users] Remove ticket number/tag from subject

2011-09-28 Thread Ruslan Zakirov

On Wed, Sep 28, 2011 at 5:18 PM, Kristofer Pettijohn
kristo...@cybernetik.net wrote:
 The other problem such header matching creates is attaching email to
 completely unrelated existing tickets when a person tries to create a
 new ticket by replying to a ticket mail and clearing the subject and
 content.

 This question comes up on the mailing list from time to time.  I suggest
 you search the archives.

 That is an issue less than 1% of the time for us, which we can easily resolve 
 in OTRS by clicking Split which splits that article into a new ticket.  
 Beyond that, we have done something where a new ticket is created if an old 
 closed ticket over a certain time-frame is replied to.

 This particular situation has been the only nuisance with handling tickets 
 this way, but it happens so infrequently that it hasn't been an issue.

 I do remember trying to manually code this message-id matching into RT about 
 10 years ago, and back in that day so many different email clients were in 
 use and weren't following the rules per say, that it was too much of an 
 issue to deal with.  I haven't had any issues with OTRS not matching an email 
 to the correct ticket yet.  I think it may do a little more than just scan 
 the headers, also, but I haven't had time to look at the code.  I was hoping 
 RT would have been to that point by now, but maybe this could be an 
 opportunity for me to contribute some code. :)


It wouldn't be that hard. Attachments have message id column. Only one
function is called to associate email with ticket, subject and full
mime entity are passed into it. This function as well can optionally
turn replies to closed tickets into new tickets. Subject tag also
installed in limited number of places. May be some templates still put
subject tag.


 Kris

 
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[rt-users] Remove ticket number/tag from subject

2011-09-27 Thread Kristofer Pettijohn

Hello,

I am currently using OTRS, and am evaluating RT.  One feature that OTRS has 
that is a requirement for us is to remove the ticket number from the subject 
line and leave the customers subjects in tact, yet being able to change the 
title of the ticket in the system.

Is RT able to do this?  Parse incoming emails and match replies to the ticket 
by message-id's and references, as well as retain the original subject of the 
email but yet keep our adjusted ticket title in the system?

Kris


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Re: [rt-users] Remove a post to the group?

2011-01-10 Thread Jon Baker

Your best bet is probably to put in a robots.txt directive to tell  
Google (and any other search engine) to get rid of their record, at  
least then it would get removed from search results.


On Jan 10, 2011, at 11:00 AM, rt-users-requ...@lists.bestpractical.com  
wrote:



I posted something out here, and now the link is showing up in Google
search, and I want to get rid of it.



Is there a way to completely remove a post?


--
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Systems Administrator
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[rt-users] Remove a post to the group?

2011-01-09 Thread Mark Jenks

I posted something out here, and now the link is showing up in Google
search, and I want to get rid of it.

 

Is there a way to completely remove a post?

 

http://www.mail-archive.com/rt-users@lists.bestpractical.com/msg27228.ht
ml

 

 

 

Mark Jenks

Network Administrator

 

1030 Ontario Road  Green Bay, WI 54311  p: 920.406.3702

 

mark.je...@iodincorporated.com

 


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image001.jpg

Re: [rt-users] Remove a post to the group?

2011-01-09 Thread Bill Cole


Mark Jenks wrote, On 1/9/11 8:46 AM:

I posted something out here, and now the link is showing up in Google
search, and I want to get rid of it.

Is there a way to completely remove a post?

http://www.mail-archive.com/rt-users@lists.bestpractical.com/msg27228.html


No.

You could try to get mail-archive.com to pull their copy down, but they are 
not the only site that offers a public archive of the RT-Users list. I 
wouldn't expect most operators of list archives sites to kill messages 
without very strong justifications that are not obvious in that message. 
Beyond that, it isn't really possible to know all of the places where copies 
of messages sent to a public mailing list may have been sent, and there is 
no way to prevent someone with an archived copy from making it openly 
accessible. Even if you got the half-dozen easily found copies removed now, 
you would have the possibility of other copies appearing at any time.




Electronic Privacy Notice. This e-mail, and any attachments, contains
information that is, or may be, covered by electronic communications
privacy laws, and is also confidential and proprietary in nature. If you
are not the intended recipient, please be advised that you are legally
prohibited from retaining, using, copying, distributing, or otherwise
disclosing this information in any manner. Instead, please reply to the
sender that you have received this communication in error, and then
immediately delete it. Thank you in advance for your cooperation 


The fact that your lawyers have convinced you to tack that absurdity onto 
every email you send does not give it force. When you send a piece of email 
to a public mailing list, you effectively give up any realistic expectation 
that you can control who may see that email.

[rt-users] Remove (no value) from drop down list.

2010-10-26 Thread Jason Edgar

I created a custom field of type 'Select one value'(i.e. a dropdown menu).
At the top of the menu is a (no value) option. How do I get rid of this?
Many thanks in advance.

[rt-users] Remove an attachment

2010-09-24 Thread Alberto Villanueva


Hi all!


I have upload an image into a ticket, but the inserted image is 
incorrect. Could I remove this attachment? If it's possible, I would 
like using RT web interface, but I think it is not possible.


I have been looking at RT wiki and I have not found anything.

In the list, I have found the next util [1], but README doesn't describe 
the utils have been developed. Maybe I could be mistaken understanding 
the tool, and the utils could be on web interface. Is reasoning correct? 
Does it appear on web interface? Or, is it run from command line?



Thanks for your help.

[1]: http://github.com/bestpractical/rt-extension-utils

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Re: [rt-users] Remove an attachment

2010-09-24 Thread Andrea Perotti

Il 24/09/2010 12:39, Alberto Villanueva ha scritto:
 I have upload an image into a ticket, but the inserted image is
 incorrect. Could I remove this attachment? If it's possible, I would
 like using RT web interface, but I think it is not possible.

You are looking for Shredder.


cheers

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System Administrator

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Re: [rt-users] Remove requestor's e-mail only from 1 queue

2010-04-26 Thread Christian Loos

If you don't want to touch the code you can also do that with an scrip
for this queue.

Condition: On Create
Action: User defined
Template: Global template: Blank
Stage: TransactionCreate

Custom action preparation code:
return 1;

Custom action cleanup code:
$self-TicketObj-DeleteWatcher(
  Type = 'Requestor',
  Email = $self-CurrentUser-EmailAddress,
  Silent = 1);
return 1;


-- 
Chris

Am 22.04.2010 15:54, schrieb Max McGrath:
 That worked perfectly!
 
 Thank you so much!!
 --
 Max McGrath
 Asst. Network Admin/Systems Specialist
 Carthage College
 262-552-5512
 mmcgr...@carthage.edu mailto:mmcgr...@carthage.edu
 
 
 On Thu, Apr 22, 2010 at 8:47 AM, Raed El-Hames r...@vialtus.com
 mailto:r...@vialtus.com wrote:
 
 Max:
 *
 *
 Edit Create.html change
 
 td class=value colspan=5
  /Elements/EmailInput, Name = 'Requestors', Size = '40', Default
 = $ARGS{Requestors} || $session{CurrentUser}-EmailAddress 
 /td
 
 to
 
 td class=value colspan=5
 % if ($QueueObj-Name eq 'Quick Ticket') {
/Elements/EmailInput, Name = 'Requestors', Size = '40',
 Default = $ARGS{Requestors} 
 % } else {
/Elements/EmailInput, Name = 'Requestors', Size = '40',
 Default = $ARGS{Requestors} || $session{CurrentUser}-EmailAddress 
 %}
 /td
 
 
 
 Roy
 
 
 Max McGrath wrote:
 
 Hi all -
 
 Running RT 3.8.7 on Ubuntu 9.04.
 
 We have a Quick Ticket queue.  This queue is only used when
 patrons walk up or call the information desk.  So, what's
 happening is if I get a call and have to create a ticket for
 someone else while I'm logged in, the requestor e-mail is set to
 mine.  For this queue, it'd be best if that field was just left
 blank.
 
 I've gone into the file system and found the Create.html page
 and where this info would come from, but this is universal for
 all queues.  I DO NOT want to get rid of this for any other
 queue just the Quick Ticket queue.
 
 Am I SOL?  --
 Max McGrath
 Asst. Network Admin/Systems Specialist
 Carthage College
 262-552-5512
 mmcgr...@carthage.edu mailto:mmcgr...@carthage.edu
 mailto:mmcgr...@carthage.edu mailto:mmcgr...@carthage.edu
 
 
 
 
 
 Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
 Buy a copy at http://rtbook.bestpractical.com


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[rt-users] Remove requestor's e-mail only from 1 queue

2010-04-22 Thread Max McGrath

Hi all -

Running RT 3.8.7 on Ubuntu 9.04.

We have a Quick Ticket queue.  This queue is only used when patrons walk
up or call the information desk.  So, what's happening is if I get a call
and have to create a ticket for someone else while I'm logged in, the
requestor e-mail is set to mine.  For this queue, it'd be best if that field
was just left blank.

I've gone into the file system and found the Create.html page and where this
info would come from, but this is universal for all queues.  I DO NOT want
to get rid of this for any other queue just the Quick Ticket queue.

Am I SOL?
--
Max McGrath
Asst. Network Admin/Systems Specialist
Carthage College
262-552-5512
mmcgr...@carthage.edu

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Re: [rt-users] Remove requestor's e-mail only from 1 queue

2010-04-22 Thread Raed El-Hames


Max:
*
*
Edit Create.html change

td class=value colspan=5
 /Elements/EmailInput, Name = 'Requestors', Size = '40', Default = 
$ARGS{Requestors} || $session{CurrentUser}-EmailAddress 

/td

to

td class=value colspan=5
% if ($QueueObj-Name eq 'Quick Ticket') {
/Elements/EmailInput, Name = 'Requestors', Size = '40', Default 
= $ARGS{Requestors} 

% } else {
/Elements/EmailInput, Name = 'Requestors', Size = '40', Default 
= $ARGS{Requestors} || $session{CurrentUser}-EmailAddress 

%}
/td



Roy


Max McGrath wrote:

Hi all -

Running RT 3.8.7 on Ubuntu 9.04.

We have a Quick Ticket queue.  This queue is only used when patrons 
walk up or call the information desk.  So, what's happening is if I 
get a call and have to create a ticket for someone else while I'm 
logged in, the requestor e-mail is set to mine.  For this queue, it'd 
be best if that field was just left blank.


I've gone into the file system and found the Create.html page and 
where this info would come from, but this is universal for all queues. 
 I DO NOT want to get rid of this for any other queue just the Quick 
Ticket queue.


Am I SOL?  
--

Max McGrath
Asst. Network Admin/Systems Specialist
Carthage College
262-552-5512
mmcgr...@carthage.edu mailto:mmcgr...@carthage.edu


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Re: [rt-users] Remove requestor's e-mail only from 1 queue

2010-04-22 Thread Max McGrath

That worked perfectly!

Thank you so much!!
--
Max McGrath
Asst. Network Admin/Systems Specialist
Carthage College
262-552-5512
mmcgr...@carthage.edu


On Thu, Apr 22, 2010 at 8:47 AM, Raed El-Hames r...@vialtus.com wrote:

 Max:
 *
 *
 Edit Create.html change

 td class=value colspan=5
  /Elements/EmailInput, Name = 'Requestors', Size = '40', Default =
 $ARGS{Requestors} || $session{CurrentUser}-EmailAddress 
 /td

 to

 td class=value colspan=5
 % if ($QueueObj-Name eq 'Quick Ticket') {
/Elements/EmailInput, Name = 'Requestors', Size = '40', Default =
 $ARGS{Requestors} 
 % } else {
/Elements/EmailInput, Name = 'Requestors', Size = '40', Default =
 $ARGS{Requestors} || $session{CurrentUser}-EmailAddress 
 %}
 /td



 Roy


 Max McGrath wrote:

 Hi all -

 Running RT 3.8.7 on Ubuntu 9.04.

 We have a Quick Ticket queue.  This queue is only used when patrons walk
 up or call the information desk.  So, what's happening is if I get a call
 and have to create a ticket for someone else while I'm logged in, the
 requestor e-mail is set to mine.  For this queue, it'd be best if that field
 was just left blank.

 I've gone into the file system and found the Create.html page and where
 this info would come from, but this is universal for all queues.  I DO NOT
 want to get rid of this for any other queue just the Quick Ticket queue.

 Am I SOL?  --
 Max McGrath
 Asst. Network Admin/Systems Specialist
 Carthage College
 262-552-5512
 mmcgr...@carthage.edu mailto:mmcgr...@carthage.edu



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Re: [rt-users] Remove Watchers on Owner Change

2009-11-02 Thread Seth Lake

Here's what I ended up with, take everyone off the mail group then add
in the new owner...


foreach my
$address($self-TicketObj-QueueObj-Cc-MemberEmailAddresses){
  $self-TicketObj-SquelchMailTo($address);
}
if($self-TicketObj-OwnerObj-Id != $RT::Nobody-id){
  $self-TicketObj-AddWatcher(
Type=Cc,
PrincipalId=$self-TicketObj-OwnerObj-Id
  );
}
$self-TicketObj-UnsquelchMailTo($self-TicketObj-OwnerObj-EmailAddre
ss);



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[rt-users] Remove Watchers on Owner Change

2009-10-29 Thread Seth Lake

Looking for a way (scrip?) to remove non-owner/requester/admin CCs on
take or ownership change.

We have a big group of CCs when a ticket comes in, once one of the
helpdesk group takes the ticket I want the people that aren't directly
involved out off the watchers list.

Thanks!
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Re: [rt-users] Remove Watchers on Owner Change

2009-10-29 Thread Jerrad Pierce

On Thu, Oct 29, 2009 at 10:22, Seth Lake sl...@bcssi.com wrote:
 Looking for a way (scrip?) to remove non-owner/requester/admin CCs on
 take or ownership change.

 We have a big group of CCs when a ticket comes in, once one of the
 helpdesk group takes the ticket I want the people that aren't directly
 involved out off the watchers list.
Look at my squelch remote recipients scrip as a starting point?

http://www.gossamer-threads.com/lists/rt/users/88831?nohighlight=1#88831

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Re: [rt-users] Remove Watchers on Owner Change

2009-10-29 Thread Jerrad Pierce

On Thu, Oct 29, 2009 at 10:22, Seth Lake sl...@bcssi.com wrote:
 Looking for a way (scrip?) to remove non-owner/requester/admin CCs on
 take or ownership change.

 We have a big group of CCs when a ticket comes in, once one of the
 helpdesk group takes the ticket I want the people that aren't directly
 involved out off the watchers list.
Look at my squelch remote recipients scrip as a starting point?

http://www.gossamer-threads.com/lists/rt/users/88831?nohighlight=1#88831

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Re: [rt-users] Remove Watchers on Owner Change

2009-10-29 Thread Seth Lake

This works to strip out all the watchers, how to add back in the owner ?
I'm terrible at this hacking thing?

foreach my $address (
$self-TicketObj-QueueObj-Cc-MemberEmailAddresses ){
  $self-TicketObj-SquelchMailTo($address);
}



-Original Message-
From: Jerrad Pierce [mailto:jpie...@cambridgeenergyalliance.org] 
Sent: Thursday, October 29, 2009 10:33 AM
To: Seth Lake
Cc: RT-Users@lists.bestpractical.com
Subject: Re: [rt-users] Remove Watchers on Owner Change

On Thu, Oct 29, 2009 at 10:22, Seth Lake sl...@bcssi.com wrote:
 Looking for a way (scrip?) to remove non-owner/requester/admin CCs on
 take or ownership change.

 We have a big group of CCs when a ticket comes in, once one of the
 helpdesk group takes the ticket I want the people that aren't directly
 involved out off the watchers list.
Look at my squelch remote recipients scrip as a starting point?

http://www.gossamer-threads.com/lists/rt/users/88831?nohighlight=1#88831

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Re: [rt-users] Remove AdminCc based on Custom Field Value

2009-07-27 Thread Mchugh, Sean

On Thursday, July 23, 2009 10:26 AM, Kevin Falcoe wrote:
 

[..]

 
  so, since I can determine a successful job based on the custom field
  NB_STATUS, which is transmitted
  in the body of the message, I would like to delete all AdminCc
users.
 
  Here's what I have in my custom scrip:
 
 I suspect you're running into a problem distinguishing AdminCcs on the
 Queue level vs the Ticket level.
 
 Instead of trying to remove the AdminCcs, I'd put a User Defined
 condition on the default On Create Notify AdminCc that returns false
 if your CF is set, just make sure the CF gets set first and you may
 need to make some of the Scrips be TransactionBatch (see the config
 file)


Thanks Kevin.  One question:  after making 'On Create NotifyAdminCc'
user defined,
what must I drop into the Custom Action to actually keep the former
behavior ?  Can I just
copy from the perl source ?

 
 -kevin
 
 
  my $nbstatus = $self-TicketObj-FirstCustomFieldValue('NB_STATUS');
  if ($nbstatus == 0) {
my $admincc = $self-TicketObj-AdminCcAddresses;
my @watchers = split /\,/,$admincc;
$RT::Logger-warning(Scrip 12 found watchers:
  $admincc);
foreach my $watcher (@watchers) {
   my ($st, $msg) =
  $self-TicketObj-DeleteWatcher(Type='AdminCc',Email=$watcher);
}
$self-TicketObj-SetStatus('resolved');
 
  }
 
 
  The ticket status is set correctly, but I can't seem to get any of
 the
  'Watcher' related code to work;
 
  1.) AdminCcAddresses returns nothing
  2.) This custom scrip's description starts with a 00 and is set for
  TransactionBatch, as is Scrip #4; and
  I can see in the ticket history, that my custom scrip is
 executing
  before the Notify Admins scrip
  3.) The AdminCc is set on the Queue that this custom scrip executes
 on
  and points to a group.
 
  Any help would be greatly appreciated :)
 
 
 
 
 
  Sean McHugh
  VP, Dir. of Global Services
  Grey Group
  p. 212-546-1926
  m. smch...@grey.com
  c. 917-916-8644
 
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Re: [rt-users] Remove AdminCc based on Custom Field Value

2009-07-27 Thread Kevin Falcone

On Mon, Jul 27, 2009 at 12:04:33PM -0400, Mchugh, Sean wrote:
 on thursday, july 23, 2009 10:26 am, kevin falcoe wrote:
   so, since I can determine a successful job based on the custom field
   NB_STATUS, which is transmitted
   in the body of the message, I would like to delete all AdminCc
 users.
  
   Here's what I have in my custom scrip:
  
  I suspect you're running into a problem distinguishing AdminCcs on the
  Queue level vs the Ticket level.
  
  Instead of trying to remove the AdminCcs, I'd put a User Defined
  condition on the default On Create Notify AdminCc that returns false
  if your CF is set, just make sure the CF gets set first and you may
  need to make some of the Scrips be TransactionBatch (see the config
  file)
 
 
 Thanks Kevin.  One question:  after making 'On Create NotifyAdminCc'
 user defined,
 what must I drop into the Custom Action to actually keep the former
 behavior ?  Can I just
 copy from the perl source ?

The RT source that covers that is relatively complex and buried.
You'll need to look at the TransactionObj's Type
I'd be surprised if there wasn't some sample code for that on the wiki

-kevin

  
   my $nbstatus = $self-TicketObj-FirstCustomFieldValue('NB_STATUS');
   if ($nbstatus == 0) {
 my $admincc = $self-TicketObj-AdminCcAddresses;
 my @watchers = split /\,/,$admincc;
 $RT::Logger-warning(Scrip 12 found watchers:
   $admincc);
 foreach my $watcher (@watchers) {
my ($st, $msg) =
   $self-TicketObj-DeleteWatcher(Type='AdminCc',Email=$watcher);
 }
 $self-TicketObj-SetStatus('resolved');
  
   }
  
  
   The ticket status is set correctly, but I can't seem to get any of
  the
   'Watcher' related code to work;
  
   1.) AdminCcAddresses returns nothing
   2.) This custom scrip's description starts with a 00 and is set for
   TransactionBatch, as is Scrip #4; and
   I can see in the ticket history, that my custom scrip is
  executing
   before the Notify Admins scrip
   3.) The AdminCc is set on the Queue that this custom scrip executes
  on
   and points to a group.
  
   Any help would be greatly appreciated :)
  
  
  
  
  
   Sean McHugh
   VP, Dir. of Global Services
   Grey Group
   p. 212-546-1926
   m. smch...@grey.com
   c. 917-916-8644
  
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Re: [rt-users] Remove AdminCc based on Custom Field Value

2009-07-23 Thread Kevin Falcone

On Tue, Jul 21, 2009 at 06:11:50AM -0400, Mchugh, Sean wrote:
 I have a queue that records backup job status.  When a notification
 comes in for a successful job, I don't want to send out a Notify Admins
 email (Global Scrip #4);
 
 so, since I can determine a successful job based on the custom field
 NB_STATUS, which is transmitted
 in the body of the message, I would like to delete all AdminCc users.
 
 Here's what I have in my custom scrip:

I suspect you're running into a problem distinguishing AdminCcs on the
Queue level vs the Ticket level.

Instead of trying to remove the AdminCcs, I'd put a User Defined
condition on the default On Create Notify AdminCc that returns false
if your CF is set, just make sure the CF gets set first and you may
need to make some of the Scrips be TransactionBatch (see the config
file)

-kevin

 
 my $nbstatus = $self-TicketObj-FirstCustomFieldValue('NB_STATUS');
 if ($nbstatus == 0) { 
   my $admincc = $self-TicketObj-AdminCcAddresses;
   my @watchers = split /\,/,$admincc;
   $RT::Logger-warning(Scrip 12 found watchers:
 $admincc);
   foreach my $watcher (@watchers) {
  my ($st, $msg) =
 $self-TicketObj-DeleteWatcher(Type='AdminCc',Email=$watcher);
   }
   $self-TicketObj-SetStatus('resolved');

 }
 
 
 The ticket status is set correctly, but I can't seem to get any of the
 'Watcher' related code to work;
 
 1.) AdminCcAddresses returns nothing
 2.) This custom scrip's description starts with a 00 and is set for
 TransactionBatch, as is Scrip #4; and
 I can see in the ticket history, that my custom scrip is executing
 before the Notify Admins scrip
 3.) The AdminCc is set on the Queue that this custom scrip executes on
 and points to a group.
 
 Any help would be greatly appreciated :)
 
 
 
 
 
 Sean McHugh
 VP, Dir. of Global Services
 Grey Group
 p. 212-546-1926
 m. smch...@grey.com
 c. 917-916-8644
 
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[rt-users] Remove AdminCc based on Custom Field Value

2009-07-21 Thread Mchugh, Sean

I have a queue that records backup job status.  When a notification
comes in for a successful job, I don't want to send out a Notify Admins
email (Global Scrip #4);

so, since I can determine a successful job based on the custom field
NB_STATUS, which is transmitted
in the body of the message, I would like to delete all AdminCc users.

Here's what I have in my custom scrip:

my $nbstatus = $self-TicketObj-FirstCustomFieldValue('NB_STATUS');
if ($nbstatus == 0) { 
  my $admincc = $self-TicketObj-AdminCcAddresses;
  my @watchers = split /\,/,$admincc;
  $RT::Logger-warning(Scrip 12 found watchers:
$admincc);
  foreach my $watcher (@watchers) {
 my ($st, $msg) =
$self-TicketObj-DeleteWatcher(Type='AdminCc',Email=$watcher);
  }
  $self-TicketObj-SetStatus('resolved');
   
}


The ticket status is set correctly, but I can't seem to get any of the
'Watcher' related code to work;

1.) AdminCcAddresses returns nothing
2.) This custom scrip's description starts with a 00 and is set for
TransactionBatch, as is Scrip #4; and
I can see in the ticket history, that my custom scrip is executing
before the Notify Admins scrip
3.) The AdminCc is set on the Queue that this custom scrip executes on
and points to a group.

Any help would be greatly appreciated :)





Sean McHugh
VP, Dir. of Global Services
Grey Group
p. 212-546-1926
m. smch...@grey.com
c. 917-916-8644

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[rt-users] remove images attached for mail signature.

2009-06-23 Thread Damien Hardy

Hello

I want to remove from the incoming mails the images attached to the mail
that are used by the corporate signature of my company added automatically
by our mailers.

the image name are known.

How can i manage this (if it is possible) ?

many thanks for helping

-- 
Damien
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Re: [rt-users] Remove a user or merge two users?

2009-05-21 Thread Ruslan Zakirov

Can you find log of the installation? Especially that part where you
run Makefile.PL. This extension has up to date installer to install
into plugins directory, but in the error I see old style path.

In you case I think adding require RT::Extension::MergeUsers; to the
end of the site config will help.

On Thu, May 21, 2009 at 5:08 AM, Jeff Lucas jlu...@eagleinvsys.com wrote:
 Thanks for the suggestion, Ruslan.

 I installed/ran RT-Extension-MergeUsers-0.03_02 (specifying the ID, i.e. 28 
 rather than the username, i.e. j...@eagle.com that I wanted to merge the acct 
 into) and it resulted in...

 RT::User::MergeInto Unimplemented in HTML::Mason::Commands. 
 (/apps/rt-3.8.2/share/html/Callbacks/RT-Extension-MergeUsers/Admin/Users/Modify.html/RightColumnBottom
  line 71)

 It does not appear to have worked since both users still show up in my user 
 list (ID's 28 and 3659.

 Any suggestions?

 Thanks.

 -Jeff


 -Original Message-
 From: Ruslan Zakirov [mailto:ruslan.zaki...@gmail.com]
 Sent: Wednesday, May 20, 2009 6:12 PM
 To: Jeff Lucas
 Cc: rt-users@lists.bestpractical.com
 Subject: Re: [rt-users] Remove a user or merge two users?

 There are MergeUsers and MergeUsersHistory extensions in the best
 practical's repository and on the CPAN.

 On Wed, May 20, 2009 at 11:41 PM, Jeff Lucas jlu...@eagleinvsys.com wrote:
 Hello.

 I’d like to either…

 1)  Remove an account that was mistakenly created (preferred)

 2)  Or, merge two accounts (id’s 28 and 3659)

 I understand why in general you do not want to remove accounts/id’s in RT,
 but this account has one ticket under it which can be recreated and I’d
 prefer to keep my RT instance as clean as possible.

 Thanks.

 -Jeff

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 --
 Best regards, Ruslan.




-- 
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[rt-users] Remove a user or merge two users?

2009-05-20 Thread Jeff Lucas

Hello.

I'd like to either...

1)  Remove an account that was mistakenly created (preferred)

2)  Or, merge two accounts (id's 28 and 3659)

I understand why in general you do not want to remove accounts/id's in
RT, but this account has one ticket under it which can be recreated and
I'd prefer to keep my RT instance as clean as possible.

Thanks.

-Jeff

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Re: [rt-users] Remove a user or merge two users?

2009-05-20 Thread Ken Crocker


Jeff,

   I've done this more than a few times and to be honest, it was a 
mistake. There are many tables involved in maintaining User 
relationships (Groups, GroupMembers, ACL, Transactions, etc.). I have 
found that the simplest thing to do is go to the tickets that belong to 
someone I would like to erase and just give the ticket to someone else 
and then disable the old user. No one will see him, no one will know he 
exists. Looking at all the stuff on the DataBase will drive you nuts if 
you've just a little bit of OCD in you like I do.


Kenn
LBNL

On 5/20/2009 12:41 PM, Jeff Lucas wrote:


Hello.

I'd like to either...

1)  Remove an account that was mistakenly created (preferred)

2)  Or, merge two accounts (id's 28 and 3659)

I understand why in general you do not want to remove accounts/id's in 
RT, but this account has one ticket under it which can be recreated 
and I'd prefer to keep my RT instance as clean as possible.


Thanks.

-Jeff



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Re: [rt-users] Remove a user or merge two users?

2009-05-20 Thread Ruslan Zakirov

There are MergeUsers and MergeUsersHistory extensions in the best
practical's repository and on the CPAN.

On Wed, May 20, 2009 at 11:41 PM, Jeff Lucas jlu...@eagleinvsys.com wrote:
 Hello.

 I’d like to either…

 1)  Remove an account that was mistakenly created (preferred)

 2)  Or, merge two accounts (id’s 28 and 3659)

 I understand why in general you do not want to remove accounts/id’s in RT,
 but this account has one ticket under it which can be recreated and I’d
 prefer to keep my RT instance as clean as possible.

 Thanks.

 -Jeff

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Re: [rt-users] Remove a user or merge two users?

2009-05-20 Thread Jeff Lucas

Thanks for the suggestion, Ruslan.

I installed/ran RT-Extension-MergeUsers-0.03_02 (specifying the ID, i.e. 28 
rather than the username, i.e. j...@eagle.com that I wanted to merge the acct 
into) and it resulted in...

RT::User::MergeInto Unimplemented in HTML::Mason::Commands. 
(/apps/rt-3.8.2/share/html/Callbacks/RT-Extension-MergeUsers/Admin/Users/Modify.html/RightColumnBottom
 line 71)

It does not appear to have worked since both users still show up in my user 
list (ID's 28 and 3659.

Any suggestions?

Thanks.

-Jeff


-Original Message-
From: Ruslan Zakirov [mailto:ruslan.zaki...@gmail.com] 
Sent: Wednesday, May 20, 2009 6:12 PM
To: Jeff Lucas
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Remove a user or merge two users?

There are MergeUsers and MergeUsersHistory extensions in the best
practical's repository and on the CPAN.

On Wed, May 20, 2009 at 11:41 PM, Jeff Lucas jlu...@eagleinvsys.com wrote:
 Hello.

 I’d like to either…

 1)  Remove an account that was mistakenly created (preferred)

 2)  Or, merge two accounts (id’s 28 and 3659)

 I understand why in general you do not want to remove accounts/id’s in RT,
 but this account has one ticket under it which can be recreated and I’d
 prefer to keep my RT instance as clean as possible.

 Thanks.

 -Jeff

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[rt-users] Remove a ticket

2009-02-17 Thread Alberto Villanueva

Hi all,

 

I would to remove all tickets, but I don't remove the whole database. Does
someone know which the best manner to do that?

 

I have a solution, but I don't know if it's the best:

 

mysql -p

password

use database

delete * from Transactions;

delete * from Tickets;

 

 

Regards,


ALBERTO VILLANUEVA VAL 

Consultor



Altran

 

ParqueEmpresarial Las Mercedes, Edificio 1 
C/ Campezo, 1. 28022 Madrid
Tel : + 34 91 744 46 00
Fax: + 34 91 415 24 57

 http://www.altran.es www.altran.es

 

 

 

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Re: [rt-users] Remove a ticket

2009-02-17 Thread Emmanuel Lacour

On Tue, Feb 17, 2009 at 09:21:27AM +0100, Alberto Villanueva wrote:
 Hi all,
 
  
 
 I would to remove all tickets, but I don't remove the whole database. Does
 someone know which the best manner to do that?
 
  
 

You can use RTx::Shredder for this (as a module from CPAN if RT  3.8,
included in 3.8.x).

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Re: [rt-users] Remove a ticket

2009-02-17 Thread Alberto Villanueva

Hi,

When I execute the sentence (rt-shredder --force -plugin 'Tickets=status,new'),
I get the next error:

[warning]: RT::CachedGroupMember-12--- bla,bla,bla

I'sorry by the warning.

Any idea??

Thanks a lot!

Regards,

ALBERTO VILLANUEVA VAL 
Consultor

 Altran
ParqueEmpresarial Las Mercedes, Edificio 1 
C/ Campezo, 1. 28022 Madrid
Tel : + 34 91 744 46 00
Fax: + 34 91 415 24 57
www.altran.es
 

-Mensaje original-
De: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] En nombre de Emmanuel Lacour
Enviado el: martes, 17 de febrero de 2009 9:26
Para: rt-users@lists.bestpractical.com
Asunto: Re: [rt-users] Remove a ticket

On Tue, Feb 17, 2009 at 09:21:27AM +0100, Alberto Villanueva wrote:
 Hi all,
 
  
 
 I would to remove all tickets, but I don't remove the whole database. Does
 someone know which the best manner to do that?
 
  
 

You can use RTx::Shredder for this (as a module from CPAN if RT  3.8,
included in 3.8.x).

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Re: [rt-users] Remove a ticket

2009-02-17 Thread Alberto Villanueva

I also created the indexes:

CREATE INDEX SHREDDER_CGM1 ON CachedGroupMembers(MemberId, GroupId, Disabled);
CREATE INDEX SHREDDER_CGM2 ON CachedGroupMembers(ImmediateParentId,
MemberId);

CREATE UNIQUE INDEX SHREDDER_GM1 ON GroupMembers(MemberId, GroupId);

CREATE INDEX SHREDDER_TXN1 ON Transactions(ReferenceType, OldReference);
CREATE INDEX SHREDDER_TXN2 ON Transactions(ReferenceType, NewReference);
CREATE INDEX SHREDDER_TXN3 ON Transactions(Type, OldValue);
CREATE INDEX SHREDDER_TXN4 ON Transactions(Type, NewValue);

Saludos,

ALBERTO VILLANUEVA VAL 
Consultor

 Altran
ParqueEmpresarial Las Mercedes, Edificio 1 
C/ Campezo, 1. 28022 Madrid
Tel : + 34 91 744 46 00
Fax: + 34 91 415 24 57
www.altran.es
 

-Mensaje original-
De: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] En nombre de Alberto
Villanueva
Enviado el: martes, 17 de febrero de 2009 11:03
Para: 'Emmanuel Lacour'; rt-users@lists.bestpractical.com
Asunto: Re: [rt-users] Remove a ticket

Hi,

When I execute the sentence (rt-shredder --force -plugin 'Tickets=status,new'),
I get the next error:

[warning]: RT::CachedGroupMember-12--- bla,bla,bla

I'sorry by the warning.

Any idea??

Thanks a lot!

Regards,

ALBERTO VILLANUEVA VAL 
Consultor

 Altran
ParqueEmpresarial Las Mercedes, Edificio 1 
C/ Campezo, 1. 28022 Madrid
Tel : + 34 91 744 46 00
Fax: + 34 91 415 24 57
www.altran.es
 

-Mensaje original-
De: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] En nombre de Emmanuel Lacour
Enviado el: martes, 17 de febrero de 2009 9:26
Para: rt-users@lists.bestpractical.com
Asunto: Re: [rt-users] Remove a ticket

On Tue, Feb 17, 2009 at 09:21:27AM +0100, Alberto Villanueva wrote:
 Hi all,
 
  
 
 I would to remove all tickets, but I don't remove the whole database. Does
 someone know which the best manner to do that?
 
  
 

You can use RTx::Shredder for this (as a module from CPAN if RT  3.8,
included in 3.8.x).

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[rt-users] Remove starts date

2008-11-07 Thread Matt Hoover

I know this sounds silly - but how do I remove a date?  We are going to be
using the starts field as a next action field, so we need the ability to
remove a date after it has been set.

Thanks

Matt
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Re: [rt-users] Remove starts date

2008-11-07 Thread Emmanuel Lacour

On Fri, Nov 07, 2008 at 09:35:44AM -0800, Matt Hoover wrote:
 I know this sounds silly - but how do I remove a date?  We are going to be
 using the starts field as a next action field, so we need the ability to
 remove a date after it has been set.
 

Enter a white space, the submit.

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[rt-users] Remove bogus users related tickets

2008-09-03 Thread Kenneth Crocker

To list,


I have a few very old, very bogus (created when we were playing around 
in prod) users that created some tickets for testing purposes. I checked 
the database and the only groups the users are in is the UserEquiv type 
and as creators in some test tickets. I found the tickets and the 
attachements in the DB (Oracle). I would like to remove the users and 
have done so before, but they were unprivileged and had no relation to 
any tickets. This situation is different because they are the creators 
of some tickets that are of no consequence (test tickets). My list of 
affected tables is:

USERS
GROUPS
GROUPMEMBERS
PRINCIPALS
CACHEDGROUPMEMBERS
TICKETS
ATTACHMENTS

Are there any other tables I need be concerned about? I was going to 
use Shredder, but since I haven't been able to even get Rights Matrix to 
work (asked for help several times and get no response) in my 3.6.4 
session, I'm not too confident I could download shredder and get it to 
work. This is really a simple delete of these table records based on the 
INSTANCE, MEMBERID,  OBJECTID values that I have for these records, so 
I'm not too worried as long as I know of all the related tables that 
need to be changed. Anyone?


Kenn
LBNL

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Re: [rt-users] Remove Quoted Text from Comments

2008-08-29 Thread Kenneth Marshall

I believe that the Reply/Comment at the top of the screen do
not add the quote. This allows you to target which text is quoted
or not include any if that is the better option.

Ken

On Fri, Aug 29, 2008 at 06:00:40PM +0100, Paul Broadwith wrote:
 When you create a comment in a ticket, the previous text in the ticket
 is added into the comment as a quote. Is there any way to stop this?
 
 Kind regards,
 
 Paul Broadwith
 {Blue Ivy Ltd - ICT For Small Businesses}
 
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Re: [rt-users] Remove Quoted Text from Comments

2008-08-29 Thread Paul Broadwith

Ken,

Never noticed this. I assumed (wrongly!) that they were both the same.
That's one issue down!

Kind regards,

Paul Broadwith (MBCS)
Blue Ivy Ltd - Microsoft Small Business Specialist, UK Partner Qualified
for 2008


Tel.: 01955 698203
Windows Messenger: [EMAIL PROTECTED]
Web: http://www.blueivy.co.uk



-Original Message-
From: Kenneth Marshall [mailto:[EMAIL PROTECTED] 
Sent: 29 August 2008 18:17
To: Paul Broadwith
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Remove Quoted Text from Comments

I believe that the Reply/Comment at the top of the screen do
not add the quote. This allows you to target which text is quoted
or not include any if that is the better option.

Ken

On Fri, Aug 29, 2008 at 06:00:40PM +0100, Paul Broadwith wrote:
 When you create a comment in a ticket, the previous text in the ticket
 is added into the comment as a quote. Is there any way to stop this?
 
 Kind regards,
 
 Paul Broadwith
 {Blue Ivy Ltd - ICT For Small Businesses}
 
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[rt-users] Remove Auto Create User

2008-02-25 Thread Aaron Allard

I have spent about 4 hours trying to find out how to stop the auto
creation of users. I need RT to only accept users that are specifically
created through the administration of RT by an administrator.

 

I have found one thread:
http://www.gossamer-threads.com/lists/rt/users/17680?search_string=auto%
20create%20user;#17680 that comes close to a solid fix for this but not
quite. This is a production system so I need a solid fix. OS=RHEL3.4
RT=3.6.5

 

Thank you, Aaron

 

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Re: [rt-users] Remove Auto Create User

2008-02-25 Thread Micah Gersten

What if you remove the create ticket right from Everyone and Unprivileged?

 

Micah Gersten

onShore Networks

www.onshore.com

 

   _  

From: [EMAIL PROTECTED]
[mailto:[EMAIL PROTECTED] On Behalf Of Aaron Allard
Sent: Monday, February 25, 2008 4:21 PM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Remove Auto Create User

 

I have spent about 4 hours trying to find out how to stop the auto creation
of users. I need RT to only accept users that are specifically created
through the administration of RT by an administrator.

 

I have found one thread: HYPERLINK
http://www.gossamer-threads.com/lists/rt/users/17680?search_string=auto%20c
reate%20user;#17680http://www.gossamer-threads.com/lists/rt/users/17680?sea
rch_string=auto%20create%20user;#17680 that comes close to a solid fix for
this but not quite. This is a production system so I need a solid fix.
OS=RHEL3.4 RT=3.6.5

 

Thank you, Aaron

 


No virus found in this incoming message.
Checked by AVG Free Edition.
Version: 7.5.516 / Virus Database: 269.21.1/1297 - Release Date: 2/25/2008
9:22 AM



No virus found in this outgoing message.
Checked by AVG Free Edition. 
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9:22 AM
 
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Re: [rt-users] Remove Auto Create User

2008-02-25 Thread Kenneth Crocker

Aaron,


From my little bit knowledge, I think turning off the following 
settings in RT_SiteConfig.pm would do it:

Set($LookupSenderInExternalDatabase, 0);
Set($SenderMustExistInExternalDatabase, 0);
Set($LdapAutoCreateNonLdapUsers, 0);

I'm sure there is someone out there who knows more. Hope this helps.


Kenn
LBNL


On 2/25/2008 2:20 PM, Aaron Allard wrote:
 I have spent about 4 hours trying to find out how to stop the auto 
 creation of users. I need RT to only accept users that are specifically 
 created through the administration of RT by an administrator.
 
  
 
 I have found one thread: 
 http://www.gossamer-threads.com/lists/rt/users/17680?search_string=auto%20create%20user;#17680
  
 that comes close to a solid fix for this but not quite. This is a 
 production system so I need a solid fix. OS=RHEL3.4 RT=3.6.5
 
  
 
 *Thank you, Aaron*
 
  
 
 
 
 
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[rt-users] Remove rt user

2008-01-10 Thread alex


Hi,
how is possible from script, line command or perl to remove a Rt user ?
Thanks a lot for all help
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Re: [rt-users] Remove rt user

2008-01-10 Thread Benjamin Weser

Get the Shredder at http://wiki.bestpractical.com/view/Extensions. This 
will work just fine.


alex schrieb:

Hi,
how is possible from script, line command or perl to remove a Rt user ?
Thanks a lot for all help
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Re: [rt-users] Remove requestor on create?

2007-12-19 Thread Stephen Turner


At Tuesday 12/18/2007 03:20 PM, Kenneth Crocker wrote:


# set Creator to Nobody

$Trans-SetCreatorId(10, 'Force');


Kenn,

I know this is picky, but it's probably better to use $RT::Nobody-Id 
than 10 - there's no guarantee that the Nobody Id will always be 10 
in the future. Plus it makes the code a bit more self-commenting.


Steve 


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Re: [rt-users] Remove requestor on create?

2007-12-19 Thread Roy El-Hames


Hi;

I don't think there is a need to change the creator to Nobody, I think 
for  Matt's purposes just remove the requester, I have the following 
global scrip working for me:


Condition : On Create
User defined Action ,
prep code : return 1;
clean up code:

$self-TicketObj-DeleteWatcher(Type = 'Requestor', Email 
='emailaddress you want to remove') ;

return 1;

You can add if's if you want to be specific but if RT does not match the 
email address it moves on.


Regards;
Roy

Kenneth Crocker wrote:

Matt,


I have set a few other fields before, but not the Requestor. I 
think the condition should be like this:


# 


# Custom condition:
# 



# determine source of transaction

my $trans;
my $msgattr;

$trans = $self-TransactionObj;
return 0 unless $trans-Type eq Create;
$msgattr = $trans-Message-First;
return 0 unless $msgattr;
return 1 if $msgattr-GetHeader('Received');
return 0;


This will make sure the actor gets set ONLY if it is an email 
create. Then I would either set the TRANSACTION creator like this PREP 
code:


# 


# Custom action preparation code:
# 



# set Creator to “Nobody”

my $Trans = $self-TransactionObj;
$Trans-SetCreatorId(10, 'Force');
return 1;

maybe that should be SetCreator instead of SetCreatorId?

OR

you could change the Ticket Requestor like this cleanup code:

# 


# Custom action preparation code:
# 



return 1;

# 


# Custom action cleanup code:
# 



# set Requestor to “Nobody”

my $Ticket = $self-TicketObj;
$Ticket-SetRequestor(10, 'Force');
return 1;


I'm not sure I have the right object names for the actor Creator 
or Requestor. That might have to change, but the logic and condition 
code should work. Hope this helps.



Kenn
LBNL


On 12/18/2007 11:25 AM, Millard, Matt wrote:

I'm looking for a way to remove the requestor from server generated
email tickets.  These would be from [EMAIL PROTECTED] or
[EMAIL PROTECTED]. Basically what I'm trying to prevent
is any email getting sent back out of RT to a system that is simply
going to bounce the email.  Our servers don't accept incoming mail and
bounce it back to Exchange. 
Any thoughts on how I could do this?  I've looked through the wiki and

didn't find anything like this.

Matt


-Message Disclaimer-

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law.
If you are not the intended recipient, any dissemination, 
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copying of this communication is strictly prohibited. If you have
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with

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legal,

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Re: [rt-users] Remove requestor on create?

2007-12-19 Thread Kenneth Crocker


Stephan,


	Good point. I've only been using PERL for a little while here so some 
code I've just copied from others. You idea makes sense to me. Thanks.



Kenn
LBNL

On 12/19/2007 7:22 AM, Stephen Turner wrote:

At Tuesday 12/18/2007 03:20 PM, Kenneth Crocker wrote:


# set Creator to Nobody

$Trans-SetCreatorId(10, 'Force');


Kenn,

I know this is picky, but it's probably better to use $RT::Nobody-Id 
than 10 - there's no guarantee that the Nobody Id will always be 10 in 
the future. Plus it makes the code a bit more self-commenting.


Steve



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[rt-users] Remove requestor on create?

2007-12-18 Thread Millard, Matt

I'm looking for a way to remove the requestor from server generated
email tickets.  These would be from [EMAIL PROTECTED] or
[EMAIL PROTECTED]. Basically what I'm trying to prevent
is any email getting sent back out of RT to a system that is simply
going to bounce the email.  Our servers don't accept incoming mail and
bounce it back to Exchange.  

Any thoughts on how I could do this?  I've looked through the wiki and
didn't find anything like this.

Matt


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Nothing in this message is intended to constitute an Electronic signature
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Re: [rt-users] Remove requestor on create?

2007-12-18 Thread Drew Barnes

You could set up a separate queue and not use an autoreply scrip.

Millard, Matt wrote:
 I'm looking for a way to remove the requestor from server generated
 email tickets.  These would be from [EMAIL PROTECTED] or
 [EMAIL PROTECTED]. Basically what I'm trying to prevent
 is any email getting sent back out of RT to a system that is simply
 going to bounce the email.  Our servers don't accept incoming mail and
 bounce it back to Exchange.  

 Any thoughts on how I could do this?  I've looked through the wiki and
 didn't find anything like this.

 Matt


 -Message Disclaimer-

 This e-mail message is intended only for the use of the individual or
 entity to which it is addressed, and may contain information that is
 privileged, confidential and exempt from disclosure under applicable law.
 If you are not the intended recipient, any dissemination, distribution or
 copying of this communication is strictly prohibited. If you have
 received this communication in error, please notify us immediately by
 reply email to [EMAIL PROTECTED] and delete or destroy all copies of
 the original message and attachments thereto. Email sent to or from the
 Principal Financial Group or any of its member companies may be retained
 as required by law or regulation.

 Nothing in this message is intended to constitute an Electronic signature
 for purposes of the Uniform Electronic Transactions Act (UETA) or the
 Electronic Signatures in Global and National Commerce Act (E-Sign)
 unless a specific statement to the contrary is included in this message.

 While this communication may be used to promote or market a transaction
 or an idea that is discussed in the publication, it is intended to provide
 general information about the subject matter covered and is provided with
 the understanding that The Principal is not rendering legal, accounting,
 or tax advice. It is not a marketed opinion and may not be used to avoid
 penalties under the Internal Revenue Code. You should consult with
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Re: [rt-users] Remove requestor on create?

2007-12-18 Thread Kenneth Crocker


Matt,


	I have set a few other fields before, but not the Requestor. I think 
the condition should be like this:


#
# Custom condition:
#

# determine source of transaction

my $trans;
my $msgattr;

$trans = $self-TransactionObj;
return 0 unless $trans-Type eq Create;
$msgattr = $trans-Message-First;
return 0 unless $msgattr;
return 1 if $msgattr-GetHeader('Received');
return 0;


	This will make sure the actor gets set ONLY if it is an email create. 
Then I would either set the TRANSACTION creator like this PREP code:


#
# Custom action preparation code:
#

# set Creator to “Nobody”

my $Trans = $self-TransactionObj;
$Trans-SetCreatorId(10, 'Force');
return 1;

maybe that should be SetCreator instead of SetCreatorId?

OR

you could change the Ticket Requestor like this cleanup code:

#
# Custom action preparation code:
#

return 1;

#
# Custom action cleanup code:
#

# set Requestor to “Nobody”

my $Ticket = $self-TicketObj;
$Ticket-SetRequestor(10, 'Force');
return 1;


	I'm not sure I have the right object names for the actor Creator or 
Requestor. That might have to change, but the logic and condition code 
should work. Hope this helps.



Kenn
LBNL


On 12/18/2007 11:25 AM, Millard, Matt wrote:

I'm looking for a way to remove the requestor from server generated
email tickets.  These would be from [EMAIL PROTECTED] or
[EMAIL PROTECTED]. Basically what I'm trying to prevent
is any email getting sent back out of RT to a system that is simply
going to bounce the email.  Our servers don't accept incoming mail and
bounce it back to Exchange.  


Any thoughts on how I could do this?  I've looked through the wiki and
didn't find anything like this.

Matt


-Message Disclaimer-

This e-mail message is intended only for the use of the individual or
entity to which it is addressed, and may contain information that is
privileged, confidential and exempt from disclosure under applicable law.
If you are not the intended recipient, any dissemination, distribution or
copying of this communication is strictly prohibited. If you have
received this communication in error, please notify us immediately by
reply email to [EMAIL PROTECTED] and delete or destroy all copies of
the original message and attachments thereto. Email sent to or from the
Principal Financial Group or any of its member companies may be retained
as required by law or regulation.

Nothing in this message is intended to constitute an Electronic signature
for purposes of the Uniform Electronic Transactions Act (UETA) or the
Electronic Signatures in Global and National Commerce Act (E-Sign)
unless a specific statement to the contrary is included in this message.

While this communication may be used to promote or market a transaction
or an idea that is discussed in the publication, it is intended to provide
general information about the subject matter covered and is provided with
the understanding that The Principal is not rendering legal, accounting,
or tax advice. It is not a marketed opinion and may not be used to avoid
penalties under the Internal Revenue Code. You should consult with
appropriate counsel or other advisors on all matters pertaining to legal,
tax, or accounting obligations and requirements.
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[rt-users] Remove Watcher Right?

2007-10-18 Thread Mathew Snyder

As a superuser, I see a section for removing watchers from outgoing emails.  Is
it possible to allow norm users to see this and change it?  I see the
ModifyQueueWatchers right but that doesn't seem to have an affect.

-- 
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Re: [rt-users] Remove Watcher Right?

2007-10-18 Thread Roy El-Hames


Matthew;

I think the right you need is ShowOutgoingEmail ..

Roy


Mathew Snyder wrote:

As a superuser, I see a section for removing watchers from outgoing emails.  Is
it possible to allow norm users to see this and change it?  I see the
ModifyQueueWatchers right but that doesn't seem to have an affect.

  


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Re: [rt-users] Remove Watcher Right?

2007-10-18 Thread Mathew Snyder

Ah, thanks much.

Mathew
Keep up with me and what I'm up to: http://theillien.blogspot.com


Roy El-Hames wrote:
 Matthew;
 
 I think the right you need is ShowOutgoingEmail ..
 
 Roy
 
 
 Mathew Snyder wrote:
 As a superuser, I see a section for removing watchers from outgoing
 emails.  Is
 it possible to allow norm users to see this and change it?  I see the
 ModifyQueueWatchers right but that doesn't seem to have an affect.

   
 
 
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Re: [rt-users] Remove RT signature from subject line

2007-08-20 Thread Gene LeDuc


Hi All,
I solved my own problem and thought it might be useful to someone else.

I needed to be able to forward certain mail to an address so that it didn't 
look like it came from RT, so I needed to remove the ticket info from the 
subject line.  After poking around in the code I figured out that this 
requires customization to the SetSubjectToken method in SendEmail.pm (I 
chose to create SendEmail_Local.pm to do this).  I didn't want to make 
changes that were likely to affect other modules, so I chose to stick a 
character sequence at the front of the subject line to signal special 
handling.  If the flag is not found, the subject line is handled normally 
(RT sticks ticket info on the front of the subject).  If the flag is found, 
the ticket info is not put on the front of the subject line.  An optional 
second flag if brackets immediately following the first will be put on the 
front of the subject line instead (like Fwd: ).  For my signal I chose a 
sequence of characters that are unlikely to appear at the front of a normal 
subject line, like [__##].  The code for my SendEmail_Local.pm is at 
the end of this message.  Remember to restart apache after creating the 
_Local file.


Assumptions for the following template examples:
  Ticket Id is 1234
  Ticket subject is How can I change my password?
  Special $no_rt_flag is [__##]

Example 1.
Send an e-mail with the original subject line only, no ticket info:
  my $Subject = $Ticket-Transactions-First-Subject();
  $Subject = $no_rt_flag . $Subject; # signal to leave off the ticket id
Subject line will be How can I change my password?

Example 2.
Send an e-mail with the normal RT-modified subject line:
  my $Subject = $Ticket-Transactions-First-Subject();
Subject line will be [RT #1234] How can I change my password?

Example 3.
Send an e-mail that looks like a forwarded e-mail:
  my $Subject = $Ticket-Transactions-First-Subject();
  $Subject = $no_rt_flag . [Fwd: ] . $Subject; # signal to leave off 
ticket id and replace with something else

Subject line will be Fwd: How can I change my password?

Example 4.
Send an urgent e-mail to admin alert address:
  my $ToAddress = '[EMAIL PROTECTED]';
  my $Subject = $Ticket-Transactions-First-Subject();
  $Subject = $no_rt_flag . [Urgent: ] . $Subject; # signal to leave 
off ticket id and replace with something else

Subject line will be Urgent: How can I change my password?

This isn't a terribly sophisticated hack and I'm sure it can be 
improved.  For instance, as coded, you probably can't embed brackets in the 
special tag to get a subject like [Yowza!] How can...  It suffices for 
me, but feel free to fix it up if you want.


Enjoy!
Gene

== Begin SendEmail_Local.pm =
use strict;
no warnings qw(redefine);

sub SetSubjectToken {
my $self = shift;
my $tag  = [$RT::rtname # . $self-TicketObj-id . ] ;
my $sub  = $self-TemplateObj-MIMEObj-head-get('Subject');
my $no_rt_flag = [__##_];
unless ( $sub =~ /\Q$tag\E/ ) {
$sub =~ s/(\r\n|\n|\s)/ /gi;
chomp $sub;
if ( $sub =~ /^\Q$no_rt_flag\E/ ) {
  $sub =~ s/(\Q$no_rt_flag\E)//;
  if ( $sub =~ /^\[.*\]/ ) {
($tag) = $sub =~ /^\[(.*)\]/;
$sub =~ s/^(\[.*\])//;
  } else {
$tag = '';
  }
}
$self-TemplateObj-MIMEObj-head-replace( 'Subject', $tag$sub );
}
}

1;
=== End SendEmail_Local.pm =

--

Gene LeDuc, GSEC
Security Analyst
San Diego State University 


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[rt-users] Remove RT signature from subject line

2007-08-17 Thread Gene LeDuc


Hi All,

I thought I'd seen this somewhere before, but I can't find the answer in my 
archives or the wiki.


I want to use a template to send an e-mail, but I don't want the have the 
ticket info prepended to the original subject line.


All of the e-mail coming into a particular queue address should be either 
generated by a web app or be a reply to an RT-generated e-mail.  If an 
e-mail comes in that is not related to an existing ticket or is not a new 
ticket from the web app, it was sent to the wrong address and I want to 
forward it to what I think the intended address is.  I'm able to make the 
generated mail look like the original mail (original from line, replaced 
reply-to, original content) except for the [MyOrg #2345]  that gets 
pasted to the front of the subject line.  There's probably a trick to 
sending mail without it, but I haven't stumbled across it yet.


Thanks,
Gene



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San Diego State University 


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[rt-users] Remove Ticket Number from outgoing mails

2007-05-14 Thread Ham MI-ID, Torsten Brumm

Hi Users,

 

is it possible to remove a ticketnumber from a outgoing mail? If yes,
how can I do this from a template that sends out mails?

 

Thanks


Torsten

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Re: [rt-users] remove summary from 'RT at a glance'

2007-02-21 Thread Dave Alden

Hi,

On Wed, Feb 21, 2007 at 04:32:34AM +0300, Ruslan Zakirov wrote:
 Backporting was easy so it's coming in 3.6.4.

Thank you, thank you, thank you.  :-)

...dave



 On 1/23/07, Dave Alden [EMAIL PROTECTED] wrote:
 Hi,
 
 On Tue, Jan 23, 2007 at 08:25:33AM +0100, Torsten Brumm wrote:
  do you have a screenshot of what you mean??? Should it look like this??? 
 See
  attached Screen.
 
 No - I want the main screen (the left 2/3rds of your screen) to take up the
 entire screen (I don't have anything on the right 1/3rd because I deleted
 it all from the RT at a glance preference page).  Ruslan Zakirov has 
 already
 responded with this is in 3.7 - so it's coming.  :-)
 
 ...dave
 
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 The Ohio State University
 Department of Mathematics
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 Best regards, Ruslan.

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Department of Mathematics
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Re: [rt-users] remove summary from 'RT at a glance'

2007-02-20 Thread Ruslan Zakirov


Backporting was easy so it's coming in 3.6.4.

On 1/23/07, Dave Alden [EMAIL PROTECTED] wrote:

Hi,

On Tue, Jan 23, 2007 at 08:25:33AM +0100, Torsten Brumm wrote:
 do you have a screenshot of what you mean??? Should it look like this??? See
 attached Screen.

No - I want the main screen (the left 2/3rds of your screen) to take up the
entire screen (I don't have anything on the right 1/3rd because I deleted
it all from the RT at a glance preference page).  Ruslan Zakirov has already
responded with this is in 3.7 - so it's coming.  :-)

...dave

--
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The Ohio State University
Department of Mathematics
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Re: [rt-users] remove summary from 'RT at a glance'

2007-01-23 Thread Dave Alden

Hi,

On Tue, Jan 23, 2007 at 08:25:33AM +0100, Torsten Brumm wrote:
 do you have a screenshot of what you mean??? Should it look like this??? See
 attached Screen.

No - I want the main screen (the left 2/3rds of your screen) to take up the
entire screen (I don't have anything on the right 1/3rd because I deleted
it all from the RT at a glance preference page).  Ruslan Zakirov has already
responded with this is in 3.7 - so it's coming.  :-)

...dave

-- 
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The Ohio State University
Department of Mathematics
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[rt-users] remove summary from 'RT at a glance'

2007-01-22 Thread Dave Alden

Hi,
  I've removed everything from the summary part of 'RT at a glance', but
my body part is still skinny (there's lots of wasted white space on the
right hand of my screen, and my Subject's are going onto a second line).
Ideas?
...dave
-- 
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The Ohio State University
Department of Mathematics
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[rt-users] Remove attachments by setting contect to null

2006-11-13 Thread Chris Mason (Lists)

My database has grown huge because our clients seem to feel it is 
important they us pictures to our ticket system. Although we have only 
27K tickets, the database is 1.7 GB and the time to display a ticket has 
become in excess of five seconds. I don't need any of these attachments, 
is there I reason not to run this on the database?

UPDATE Attachments  SET Content =;


--
Chris Mason
(264) 497-5670 Fax: (264) 497-8463
Int:  (305) 704-7249 Fax: (815)301-9759 UK 44.207.183.0271
Cell: 264-235-5670
Yahoo IM: [EMAIL PROTECTED] 



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[rt-users] Remove some text.

2006-09-27 Thread Валерий Харьков

Hi, all.

Sorry for my poor English.

I need RT to clip some text from message body. What can I do for it?


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Re: [rt-users] Remove some text.

2006-09-27 Thread Torsten Brumm

Hi Valery,what exactly do you plan? will you remove some text? Then i think procmail or something like this is better,. Or will you grep some text and do something with the text inside RT?Torsten
2006/9/27, Валерий Харьков [EMAIL PROTECTED]:
Hi, all.Sorry for my poor English.I need RT to clip some text from message body. What can I do for it?___
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-- MFGTorsten Brummhttp://www.torsten-brumm.de
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[rt-users] Remove disclaimer text from incoming e-mail requests

2006-07-20 Thread Lamers, Dan

Each e-mail request received from our users by RT has a disclaimer in the
body which I'd really like to remove.  I've scoured the wiki archive, and
see other references to this type of request, but I can't find any direction
on how to resolve.  Does this need to happen outside of RT before passing to
rt-mailgate?  Maybe it could be handled by a simple custom scrip which would
ignore the last {n} lines of the e-mail body?

Any direction would be appreciated!

Thanks,
Dan


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