[rt-users] Forward with Comment

I must be overlooking something but... I don't see a way to add a note/comment when I forward a ticket or ticket comment. Along the same lines is it possible to attach an existing ticket attachment to a forward or a reply *with* a note/comment? thanks ram

Re: [rt-users] Forward with Comment

message. On Fri, Apr 13, 2012 at 1:21 AM, Tim Cutts t...@sanger.ac.uk wrote: On 12 Apr 2012, at 22:03, Ram wrote: I must be overlooking something but... I don't see a way to add a note/comment when I forward a ticket or ticket comment. Along the same lines is it possible to attach an existing

[rt-users] Queue-specific message box contents

made to that text were discarded when the comment was posted leaving me with the contents of the template as the contents of the comment. Any ideas? thanks ram On Wed, Feb 09, 2011 at 08:50:35AM -0500, Brian P. Bilbrey wrote: My goal: I've got a change management queue. When I create a new ticket

[rt-users] Fwd: Queue-specific message box contents

Anyone? thanks -- Forwarded message -- From: Ram ram0...@gmail.com Date: Mon, Apr 30, 2012 at 12:29 PM Subject: [rt-users] Queue-specific message box contents To: rt-users rt-users@lists.bestpractical.com Hey folks, I found this delightful post suggesting a trivial solution

Re: [rt-users] msmtp setup woes (continued)

From: Scott Sjodin scott.sjo...@gmail.com Message-ID:        caafaoiwep9zh3mceggtnq0kom4fzaa+yaj7qrkjgkycuolm...@mail.gmail.com So I've got my msmtp setup (almost). It's running. I can telnet in to smtp.mydomain.com 587 and 25 and send over the creds (but not with 465) successfully. I can

Re: [rt-users] msmtp setup woes (continued)

assistance so far. On Sun, May 13, 2012 at 10:00 PM, Ram ram0...@gmail.com wrote: From: Scott Sjodin scott.sjo...@gmail.com Message-ID:  caafaoiwep9zh3mceggtnq0kom4fzaa+yaj7qrkjgkycuolm...@mail.gmail.com So I've got my msmtp setup (almost). It's running. I can telnet

Re: [rt-users] RT-4.0.5 : Can't do Simple Search on Articles

Tools-Articles-Search On Thu, May 17, 2012 at 12:42 PM, UnixMan senior.u...@gmail.com wrote: Does anyone have any ideas ? Thanks, Scott UnixMan wrote: When I login to RT 3.8.8 I find myself at the RT at a glance. From here I click on 'RTFM' to the left and I have a Search area and a

Re: [rt-users] Reply/Comments to include previous message attachments.

Last month an answer to your question showed up on this list: Being able to reply to a ticket including arbitrary attachments from other transactions on the ticket is a feature we've been playing with for 4.2, but we don't know if it'll make the cute. -kevin On Fri, May 18, 2012 at 8:24

Re: [rt-users] Question about REST interface and status

I'm using PHP and the HTTP/Request2 module to hit the REST API extensively. We create tickets, update CFs, add and view comments, do searches, add and retrieve attachments without issue. does anybody use REST to create tickets in RT am I the onlyone having this carriagereturn issue? You might

[rt-users] Look up User by Attribute in Scrip

Hey folks, I'm writing a scrip to help us manage our voicemails in RT. The voicemails arrive via email as attachments and the extension of the recipient is the only distinguishing characteristic in the email. How can I load an RT user in a script given only their work telephone? thanks! ram

Re: [rt-users] Look up User by Attribute in Scrip

On 10/26/2012 04:52 PM, Ram wrote: Hey folks, I'm writing a scrip to help us manage our voicemails in RT. The voicemails arrive via email as attachments and the extension of the recipient is the only distinguishing characteristic in the email. How can I load an RT user in a script given only

Re: [rt-users] Perl conflicts

-ascii On 30 Oct 2012, at 19:47, Thomas Sibley t...@bestpractical.com wrote: On 10/30/2012 12:21 PM, Ram wrote: How do folks deal with perl conflicts? We normally use RPMs for everything but that's not practical given the relatively high-version requirements of the rt4 branch so CPAN seems

Re: [rt-users] Perl conflicts

On Wed, Oct 31, 2012 at 10:06 AM, Tim Cutts t...@sanger.ac.uk wrote: On 31 Oct 2012, at 16:45, Ram ram0...@gmail.com wrote: On my Mac, where I do some RT tinkering as a standalone build, I have an rt-support directory in my home directory, and I put all the libraries RT needs

Re: [rt-users] Perl conflicts

Date: Wed, 31 Oct 2012 10:25:31 -0700 From: Thomas Sibley t...@bestpractical.com To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Perl conflicts Message-ID: 50915f0b.3050...@bestpractical.com Content-Type: text/plain; charset=UTF-8 On 10/31/2012 09:45 AM, Ram wrote: Any other

Re: [rt-users] Perl conflicts

, Oct 31, 2012 at 10:25:31AM -0700, Thomas Sibley wrote: On 10/31/2012 09:45 AM, Ram wrote: Any other ideas? It's worlds-apart easier and less error prone to use an entirely separate perl build instead of just a separate perl lib path. See perlbrew. +1 It is much, much easier and basically

Re: [rt-users] Look up User by Attribute in Scrip

Date: Sat, 27 Oct 2012 13:14:22 -0500 From: k...@rice.edu k...@rice.edu To: Ram ram0...@gmail.com Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Look up User by Attribute in Scrip Message-ID: 20121027181422.ga21...@aart.rice.edu Content-Type: text/plain; charset=us-ascii

[rt-users] Limiting candidate addresses for AdminCC

of a group that is the authorization mechanism so we can add or remove users to that group (likely to be our entire Staff group). What's the right way to do this? On a related note what's the Right to grant (or prevent) adding a queue AdminCC? thanks ram -- RT training in Amsterdam, March 20-21

[rt-users] My Reminders

Hola folks, Ran into some unexpected behavior today - looking for insight. User1 owns a ticket and user2 set a reminder on the ticket - the reminder is owned by user2 AFAICT. User2 does not see the reminder in his 'my reminders' module. Is that the expected behavior? thanks ram

Re: [rt-users] My Reminders

Anyone? Ran into some unexpected behavior today - looking for insight. User1 owns a ticket and user2 set a reminder on the ticket - the reminder is owned by user2 AFAICT. User2 does not see the reminder in his 'my reminders' module. Is that the expected behavior?

Re: [rt-users] My Reminders

On Thu, Apr 11, 2013 at 11:06 AM, Ram ram0...@gmail.com wrote: Anyone? Ran into some unexpected behavior today - looking for insight. User1 owns a ticket and user2 set a reminder on the ticket - the reminder is owned by user2 AFAICT. User2 does not see the reminder in his 'my

Re: [rt-users] My Reminders

but after creating a new reminder for him I can see from his login that it is there. He is no longer able to reproduce the problem so I'm chalking this up to user error or, if he insists, sun-spots. cheers ram On Fri, Apr 12, 2013 at 9:12 AM, Kenneth Crocker kenn.croc...@gmail.comwrote: Ram

[rt-users] Unmerge ticket history truncation

is truncated from there onwards. The other ticket is fine. I can see by examining the Transaction and Attachments tables that the content for the hurting ticket is still there and looks fine though I've not validated references / counts etc. Any ideas/suggestions? thanks ram

[rt-users] REST vs GUI: huge performance diference

+ seconds) rt web UI quick search for someu...@example.com (takes 1 second) That user has 133 tickets. If I do this for a user with 6 tickets then both methods are essentially instant. What's going on here? thanks! ram -- RT Training in Seattle, June 19-20: http://bestpractical.com/training

Re: [rt-users] REST vs GUI: huge performance diference

interface within a reasonable range for my needs. Hope this helps. ram On 06/11/2013 01:42 PM, Ram wrote: Hey folks. I'm using rt 4.02 via REST and I noticed a surprising difference in performance between using the RT web GUI where a certain query takes less than one second and the RT command

Re: [rt-users] Problems with Perl modules on CentOS

ram

Re: [rt-users] RT Scrip

From: Bryon Baker bba...@copesan.com Is there a library of RT-scrips? If so where can I find it? A few good sources: -http://requesttracker.wikia.com - just search for scrip for examples or toss in a keyword related to your goal (e.g. requestor) -http://bestpractical.com/rt/docs/4.0/ -

Re: [rt-users] Tracking down internal server error

optimistic and assuming no third party CA issued you a certificate with that extension value set). Fix that one and then see if the second one disappears; the second issue may be simply how the failure to setup a connection to rt-server looks in the logs. ram -- RT Training in New York, October 8th

[rt-users] Large attachments via auto-link

-devel did not yield any results. I'm wondering if this has been discussed before or of anyone has given it some thought. thanks ram

Re: [rt-users] Large attachments via auto-link

* Ram ram0...@gmail.com It would be nice if we could have RT decide that beyond a certain size an attachment will be substituted by a download link (dropbox, yousendit, Possible via MIMEDefang or similar MTA layer softwares, but that's outside of RT. Doing it outside of RT might

[rt-users] RT cli tool diffculty with bulk steal

I am looking to change the owner of 3000 tickets from usera to userb. It seems that ./rt take|untake|steal does not accept a request to read ids from stdin - that is this doesn't work: ./rt -i ls owner=usera | ./rt steal - The first problem is that steal|take|untake doesn't like the explicit

Re: [rt-users] RT cli tool diffculty with bulk steal

`xargs -L 1` - yep that worked like charm! thanks Jaye, ram On Mon, Nov 11, 2013 at 11:01 AM, Jaye Mathisen mr...@lilpantry.com wrote: ./rt -i ls owner=usera | sed -e 's/ticket\///' | xargs -L 1 ./rt steal or somesuch should get you close. Might have to check your documentation

Re: [rt-users] RT cli tool diffculty with bulk steal

One little piece of advice for the next person who might try to change owners on that many messages. You will generate a ton of outbound email if you have notify-owner on assign enabled. On Mon, Nov 11, 2013 at 11:26 AM, Ram ram0...@gmail.com wrote: `xargs -L 1` - yep that worked like charm

Re: [rt-users] automatically linking tickets together

The RT Ticket number is always in a mail-header most folks don't see. This scrip is just about exactly what you need: http://requesttracker.wikia.com/wiki/BounceMerge From: Piet Honkoop p...@softcontrol.nl Hi, Starting situation: central RT4 ticketing system with a number of customers

[rt-users] Searching For Tickets Without Reminders

Searches? thanks ram

Re: [rt-users] Searching For Tickets Without Reminders

On Thu, Jan 02, 2014 at 01:33:03PM -0800, Ram wrote: We have a class of requests that require us to take an action which may take a few weeks; in these cases the support folks set a reminder for e.g. 3 weeks. We don't to close these tickets b/c they are still being serviced

Re: [rt-users] Searching For Tickets Without Reminders

' This is a clever approach, thanks for the suggestion Chris. cheers ram

[rt-users] Rights for Linking Ticket

and staff rights queue 2: all group 'staff' can can create tickets and modify their own ticket. I want folks in group 'staff' to be able to link a ticket in queue1 to a ticket in queue2. thanks ram -- RT Training London, March 19-20 and Dallas May 20-21 http://bestpractical.com/training

Re: [rt-users] Rights for Linking Ticket

On 02/28/2014 12:32 PM, Ram wrote: Hey folks, Using RT 4.0.2. I have a queue most of our staff is authorized to view/view summaries/comment/reply/modify/... and another queue that most staff can create tickets in and , as requestors, can view their own tickets and add replies

[rt-users] Mysql Partitioning of Attachments table

suggestions welcomed. thanks ram -- RT Training - Dallas May 20-21 http://bestpractical.com/training

Re: [rt-users] Different template according to requestor email address

External template. cheers ram -- RT Training - Boston, September 9-10 http://bestpractical.com/training

Re: [rt-users] Query

can always parse RT Session blobs using the rt session viewer: http://bestpractical.com/docs/rt/4.2/rt-session-viewer.html cheers, ram -- RT Training - Boston, September 9-10 http://bestpractical.com/training

Re: [rt-users] Query

of sessions: mysql select id, LastUpdated from sessions; In any case you can always parse RT Session blobs using the rt session viewer: http://bestpractical.com/docs/rt/4.2/rt-session-viewer.html cheers, ram -- RT Training - Boston, September 9-10 http://bestpractical.com/training

[rt-users] Apache Session locks in mysql slow query log

=1408369255; SELECT GET_LOCK('Apache-Session-0761de9e80f5596ac2a5201158f795a8', 3600); Sessions are handled by Apache File Session: Set($WebSessionClass, Apache::Session::File); Two seconds seems like an long time for this, what am I missing? thanks Ram -- RT Training - Boston, September 9-10

Re: [rt-users] Warning before sending correspondence

the mason cache (rm -rf rt/var/mason_data/obj/*) and restart the webserver. cheers, ram

Re: [rt-users] RT and Disaster Recovery - problem

> > Date: Wed, 2 Sep 2015 13:35:20 -0400 > From: Alex Vandiver > To: Guadagnino Cristiano > Cc: "rt-users@lists.bestpractical.com" > > Subject: Re: [rt-users] RT and Disaster Recovery - problem >

Re: [rt-users] Consulting back-office or other departments without notifying requestor

> > Hello group, > > We're using RT for several years now and upgraded recently to RT 4.4 > A lot of our tickets involve requests where the owner of the ticket needs > to make some inquiries or put other departments at work. > e.g. As a response to a ticket a new user account has to be created and

Re: [rt-users] sort tickets in queue by email (Dumitru Catalin

Show the calls to rt-mailgate from your configuration file(s). On Sat, Jan 23, 2016 at 11:51 PM, Dumitru Catalin <d.i.cata...@gmail.com> wrote: > Yes, i use rt-mailgate and postfix, and i set the corresponding alias in > /etc/aliases > > În sâm., 23 ian. 2016 la 21:08, Ram

Re: [rt-users] sort tickets in queue by email (Dumitru Catalin

> > From: Dumitru Catalin > To: "rt-users@lists.bestpractical.com" > > Subject: [rt-users] sort tickets in queue by email > Message-ID: > < > camqs9gh3re5incnsqps9j9cu8h-ns-6kw4m_+5c-rtrvzwh...@mail.gmail.com> >

[rt-users] Block attachments by MIME type or filename

? thanks Ram - RT 4.4 and RTIR Training Sessions https://bestpractical.com/training * Washington DC - May 23 & 24, 2016

Re: [rt-users] Deleting one attachment

ttps://bestpractical.com/) to do it for you. cheers, Ram - RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Boston - October 24-26 * Los Angeles - Q1 2017

Re: [rt-users] Deleting one attachment

nt,​' > This is what I expected to be able to do but it's not on the web docs nor the built-in USAGE. Guess I could've read through the code to confirm. Thanks for follow up here Thomas! Confirmed this works on rt 4.4.1. br, ram - RT 4.4 and RTIR training sessions, and a new workshop day!

[rt-users] Deleting one attachment

the db in mysql but I'd rather use rt-shredder if it will do the job. any help? thanks Ram - RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Boston - October 24-26 * Los Angeles - Q1 2017

Re: [rt-users] Deleting one attachment

Inline... On Wed, Oct 19, 2016 at 9:39 AM, Matt Zagrabelny <mzagr...@d.umn.edu> wrote: > On Wed, Oct 19, 2016 at 11:28 AM, Ram <ram0...@gmail.com> wrote: > > Hi all, > > A user at work added an attachment that violates corporate policy to a > > ticket; th

[rt-users] posts not making to the database

I am having a weird issue ... When I try to post to rt, the mail makes to the list and to the mail gateway and a response is sent to poster. But, it is not there in the database at all. But, if I restart apache, click on each receips (and save) for the list, it works .. but only for sometime.

[rt-users] Posts to queue not showing in database

I am having a weird issue ... When I try to post to rt, the mail makes to the list and to the mail gateway and a response is sent to poster. But, it is not there in the database at all. But, if I restart apache, click on each scrips (and save) for the list, it works .. but only for sometime.

[rt-users] posts not making to the database

I am having a weird issue ... When I try to post to rt, the mail makes to the list and to the mail gateway and a response is sent to poster. But, it is not there in the database at all. But, if I restart apache, click on each receips (and save) for the list, it works .. but only for sometime.

[rt-users] RT Perl dependencies (CentOS 5)

to add the modules to his RPMForge area (according to him he is happy to add any CPAN modules that are requested - sweet aye!) If anyone is already working on this from some other angle or has suggestions I am eager for input. cheers, ram

[rt-users] Native FullText Search in mysql

Hey folks, Looks like MySQL has FTS built in : http://dev.mysql.com/doc/refman/5.5/en/fulltext-search.html Is this supported by RT 4.0x? Thanks! RT Training Sessions (http://bestpractical.com/services/training.html) * Barcelona, Spain November 28 29, 2011

Re: [rt-users] Native FullText Search in mysql

Never mind... looks likt it's MyISAM only :( On Wed, Nov 2, 2011 at 11:59 AM, Ram Moskovitz ram0...@gmail.com wrote: Hey folks, Looks like MySQL has FTS built in : http://dev.mysql.com/doc/refman/5.5/en/fulltext-search.html Is this supported by RT 4.0x? Thanks! RT Training

[rt-users] REST user

this? thanks ram RT Training Sessions (http://bestpractical.com/services/training.html) * Barcelona, Spain November 28 29, 2011

[rt-users] REST user

On Fri, Nov 04, 2011 at 05:37:25PM +, Ram Moskovitz wrote: I'm using the REST interface as a gateway between my web-app and RT. It's pretty close to done - the one thing I'm having a problem with is assuming the requestor's identity when adding correspondence. By way of example: 1

[rt-users] REST

I'm using the REST interface as a gateway between my web-app and RT. It's pretty close to done - the one thing I'm having a problem with is assuming the requestor's identity when adding correspondence. By way of example: 1 User logs in to web-app and fills out a support

Re: [rt-users] rt-users Digest, Vol 92, Issue 15

On Mon, Nov 07, 2011 at 08:14:13PM +, Ram Moskovitz wrote: I can have the web-app login as the user via the REST interface in theory. Currently the users are auto-created and unprivileged - does that have to change? You just have to ensure that they have sufficient rights, probably

Re: [rt-users] rt-users Digest, Vol 92, Issue 53

creating a page called restructure todo list and put a list of all the current pages on that page... that way the current structure and organization, to the extent it is useful or familiar, is maintained and yet we have a todo list to work off of? cheers, ram - This sounds ugly but it's

[rt-users] Upgrade path from 4.0.2 - 4.0.4

Date: Wed, 14 Dec 2011 15:41:12 +0400 From: Ruslan Zakirov r...@bestpractical.com To: Ram Moskovitz ram0...@gmail.com Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Upgrade path from 4.0.2 - 4.0.4 Message-ID: CAMOxC8uZmQARQ_ApR3kYEXHq3F+ouyAkGLepqz=ssgs-wte

[rt-users] Full Text Search on mysql 5.6.4 off the shelf

From the mysql 5.6.4 release notes: MySQL Server 5.6.4 (Milestone Release) is a new version of the world's most popular open source database. MySQL now supports FULLTEXT indexes for InnoDB tables. http://forums.mysql.com/read.php?3,506409,506409 I can't get this release onto a production box,

[rt-users] Automation

the retrieved file, changing the status to resolved What's the right way to go about this? thanks ram RT Training Sessions (http://bestpractical.com/services/training.html) * Boston — March 5 6, 2012

[rt-users] Filter by requestor email domain

step 2? 1 return 0 unless $self-TransactionObj-Type eq Create; 2 return 0 if #self-TicketObj- 3 return 1 thanks ram RT Training Sessions (http://bestpractical.com/services/training.html) * Boston — March 5 6, 2012

Re: [rt-users] Filter by requestor email domain

an autoreply when someone sends an e-mail, in our case we don't like the autoreply mails when we manually create a ticket (e.g. via quick create). Hope this helps. -- Bart Op 25 januari 2012 21:02 schreef Ram Moskovitz ram0...@gmail.com het volgende: Hey there, I'm looking to not auto-reply

Re: [rt-users] Filter by requestor email domain

Yep changed the comparison from equality (eq) to match reg-exp (=~) and was a bit more careful with my expression... '.*?\@example\.com', The ? makes the * 'non-greedy' and the back-slashes make the dots literal. thanks Bart, ram On Fri, Feb 3, 2012 at 1:45 AM, Bart b...@pleh.info wrote