Mailing List Archive by Gossamer Threads http://www.gossamer-threads.com/lists/rt/users/ en-us (c) Gossamer Threads Inc. All rights reserved. 12 Feb 2012 12:35:08 -0800 120 75 23 http://www.gossamer-threads.com/lists/rt/users/ http://www.gossamer-threads.com/images/lists/rss_logo.jpg Hello, Currently, I have a Template called "Notify New Owners" run by a scrip that is called every time a ticket is created in a Queue. It goes like 11 Feb 2012 12:53:49 -0800 http://www.gossamer-threads.com/lists/rt/users/108447 Hello, I setup RT 4.0 for an organization even though this is an overkill. All we need is just simple ticketing system. I used osticket for a 10 Feb 2012 22:53:06 -0800 http://www.gossamer-threads.com/lists/rt/users/108446 RT Users, My second problem (potentially related to my last) is on our external customer support RT instance. When internal employees first sen 10 Feb 2012 13:00:07 -0800 http://www.gossamer-threads.com/lists/rt/users/108443 Hello RT Users, To preface, I've got several years experience and training with the Linux platform and PERL, but I'm completely new to RT; I've 10 Feb 2012 12:45:25 -0800 http://www.gossamer-threads.com/lists/rt/users/108442 I am wondering if it is possible to attach files that have been uploaded to custom fields to an email response. We have an upload multiple images fie 10 Feb 2012 05:31:49 -0800 http://www.gossamer-threads.com/lists/rt/users/108435 Copy from my RT. The scrip name is "On Correspond Open Tickets" Att. Diaulas Castro Consultor Linux / Microsoft InterSolution Informática Tel.: (55 10 Feb 2012 03:11:40 -0800 http://www.gossamer-threads.com/lists/rt/users/108434 Good day, I have a question regarding custom lifecycles. First of all, the full lifecycle configuration can be seen here on Pastebin in case you need 10 Feb 2012 01:32:23 -0800 http://www.gossamer-threads.com/lists/rt/users/108430 Hi I have installed RT 3.8.9 and when installing Time Worked Report it is showing this error. Kindly let me know how to solve this error. Er 09 Feb 2012 20:55:51 -0800 http://www.gossamer-threads.com/lists/rt/users/108429 I'd like to archive all tickets that are older than 1 year in all queues except one, which should never be archived. 3.8.* docs suggest using shredde 09 Feb 2012 13:17:59 -0800 http://www.gossamer-threads.com/lists/rt/users/108423 Same here but its Office365 product... exchange cloud from Microsoft. One thing to know, my Exchange don't let me to send email as another sender, 09 Feb 2012 12:01:12 -0800 http://www.gossamer-threads.com/lists/rt/users/108418 RT 3.8.10 Fields of type "Select Multiple" (at least) are exporting via "Spreadsheet" with an HTML <br/> tag separating each item selected. -------- 09 Feb 2012 09:39:59 -0800 http://www.gossamer-threads.com/lists/rt/users/108414 I know that RT has the ability to receive email and append those messages to tickets. But, from the documentation, it looks like mail has to be going 09 Feb 2012 08:42:07 -0800 http://www.gossamer-threads.com/lists/rt/users/108410 Thank you! :) i had one scrip in swedish, on creation notify everyone. I inactivated the scrip. Med Vänliga Hälsningar/Best Regards --------------- 09 Feb 2012 05:26:17 -0800 http://www.gossamer-threads.com/lists/rt/users/108407 I think I didn't understand exactly, RT sends two messages or you got one from RT and another copy exactly? This Scrip "On Create Autoreply To Reques 09 Feb 2012 05:11:44 -0800 http://www.gossamer-threads.com/lists/rt/users/108406 Hello, I wonder how to stop RT from sending out two emails? I get one confirmation message that you have this ticket nr and so on and that's ok but o 09 Feb 2012 04:25:48 -0800 http://www.gossamer-threads.com/lists/rt/users/108403 Sorry, already resolved. update Tickets SET Status=scheduled where id = '91'; Was typo, Scheduled != scheduled Att. Diaulas Castro Consultor 08 Feb 2012 14:37:18 -0800 http://www.gossamer-threads.com/lists/rt/users/108397 Hello, i don't know if I made mistake but let me explain the environment before. I created two Queues (cliente_1, cliente_2) Created some custom 08 Feb 2012 13:54:03 -0800 http://www.gossamer-threads.com/lists/rt/users/108396 I just installed RT3.8.8 and when I log in I get the following at the "RT at a glance" (this is because we're using this as a test bed for RT 4.0.4 mi 08 Feb 2012 08:42:21 -0800 http://www.gossamer-threads.com/lists/rt/users/108388 Hi all, A «small» bug with RT-4.0.4 or RT-4.0.5 with perl package p5-Email-Address-1.89.4 Everything work fine with 08 Feb 2012 04:34:40 -0800 http://www.gossamer-threads.com/lists/rt/users/108378 Hi All, I want to create approval tickets based on Custom Field value selected by the user. For example, there will be Custom Field Request 08 Feb 2012 02:32:39 -0800 http://www.gossamer-threads.com/lists/rt/users/108374 I have version 4.0.4. installed. I am trying to put 'Reset Password' link on the main page by installing plugin RT-Extension-ResetPassword-0.04. 07 Feb 2012 15:13:26 -0800 http://www.gossamer-threads.com/lists/rt/users/108371 I have installed and configured RT::Extension::LDAPImport and have run a successful test I have several distribution groups setup in AD and I would l 07 Feb 2012 13:45:49 -0800 http://www.gossamer-threads.com/lists/rt/users/108367 Hello, I am trying to get a simple checkbox setup as a custom field when a ticket is created. I have selected a type of Select One Value, But when I 07 Feb 2012 11:59:45 -0800 http://www.gossamer-threads.com/lists/rt/users/108361 > > On Mon, Feb 06, 2012 at 04:54:51PM -0700, Brent Wiese wrote: > > Sorry, wasn't sure if a screenshot would come through on the list. > > The 07 Feb 2012 08:54:43 -0800 http://www.gossamer-threads.com/lists/rt/users/108358 Hello, I'm trying to create from the web interface a new admin account. As I can't find a way (Tools>Configure>Users|Groups|Queues), I'm wondering if 07 Feb 2012 07:54:20 -0800 http://www.gossamer-threads.com/lists/rt/users/108353 I am trying to add an additional widget to the dashboard for a password reset ticket. We have a custom field called "Customers Name" and I was curiou 07 Feb 2012 07:20:26 -0800 http://www.gossamer-threads.com/lists/rt/users/108352 Hello, Check this out: mysql> SELECT COUNT(id) FROM Groups; +-----------+ | count(id) | +-----------+ | 4674 | +-----------+ I don't think thi 07 Feb 2012 07:17:20 -0800 http://www.gossamer-threads.com/lists/rt/users/108349 Since we upgraded from RT 3.8 to 4.0.4, we can't assign tickets to Nobody anymore. To anybody else works. When I give to someuser history says : "JC 07 Feb 2012 06:44:35 -0800 http://www.gossamer-threads.com/lists/rt/users/108348 Hello all, I've setup full text indexing in RT4.0.4 as follows: - Vanilla install RT 4.0.4 on Ubuntu 10.04 LTS - MySQL 5.1.61 built from source with 07 Feb 2012 03:33:54 -0800 http://www.gossamer-threads.com/lists/rt/users/108345 Hi, I have an old "other" ticketing system that I'd like to import data from into RT. I've read this Wiki page: http://requesttracker.wikia.com/wik 06 Feb 2012 21:35:38 -0800 http://www.gossamer-threads.com/lists/rt/users/108342 I've noticed this in both IE and FireFox. I'm running 4.0.4. When editing a ticket that has custom fields with validation (mandatory), some of them d 06 Feb 2012 14:46:13 -0800 http://www.gossamer-threads.com/lists/rt/users/108334 Hello all! Prior to our 3.8.8 upgrade we were able to use /me | /selfservice as an Alias to /SelfService in our rt.conf file. After upgrading I have 06 Feb 2012 13:20:06 -0800 http://www.gossamer-threads.com/lists/rt/users/108328 My manager just mentioned he used the tool referenced here http://requesttracker.wikia.com/wiki/OfflineEdits before our upgrade to 4.0 and now can n 06 Feb 2012 08:48:10 -0800 http://www.gossamer-threads.com/lists/rt/users/108324 -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Hi there, a colleague here has asked me a question I'm not totally sure about. He asked: is there any 06 Feb 2012 06:53:32 -0800 http://www.gossamer-threads.com/lists/rt/users/108322 Hello RT community, I run RT 3.8.10 on a 6.0.1 Debian with Apache2. I really new at RT and very bad with perl :-( Our mail provider does not allow 06 Feb 2012 03:11:14 -0800 http://www.gossamer-threads.com/lists/rt/users/108317 Hello, I am looking at rt-4.0.5 and it seems that you can tie a custom field into a web service. I am curious about using this method to populate an 05 Feb 2012 19:18:36 -0800 http://www.gossamer-threads.com/lists/rt/users/108316 From: rt-users-bounces@lists.bestpractical.com [rt-users-bounces@lists.bestpractical.com] on behalf of Kevin Falcone [falcone@bestpractical.com] Sent: 04 Feb 2012 14:21:07 -0800 http://www.gossamer-threads.com/lists/rt/users/108315 I have an RT 4.0.2 box that I'd like to update to the newest version(4.0.5). Are there any database changes, or anything that I should watch out fo 03 Feb 2012 14:25:15 -0800 http://www.gossamer-threads.com/lists/rt/users/108292 Curiously, when an unprivileged RT users is sent a comment and they reply (internal users only...same domain as RT), the FROM is stripped and the comm 03 Feb 2012 12:00:19 -0800 http://www.gossamer-threads.com/lists/rt/users/108287 I have 3 things we did from cron we updated to 4.0.2 from 3.6 and they don't work now. Can someone advise what I have to change ## At 3 am everyday 03 Feb 2012 10:39:15 -0800 http://www.gossamer-threads.com/lists/rt/users/108281 Hello all! We went live with rt 4.0.04 last night and have been getting reports of end-users being unable to change ticket status in ANY queue from 03 Feb 2012 07:36:07 -0800 http://www.gossamer-threads.com/lists/rt/users/108264 I'm happy to announce that RT 4.0.5 is now available for download. http://download.bestpractical.com/pub/rt/release/rt-4.0.5.tar.gz http://download.b 02 Feb 2012 13:40:39 -0800 http://www.gossamer-threads.com/lists/rt/users/108259 Hello guys, I'm having the following error when logging in with any Active Directory user on RT: Can't call method "as_string" on an undefined value 02 Feb 2012 08:21:48 -0800 http://www.gossamer-threads.com/lists/rt/users/108242 Did you put /rt in the end of url? Ex: http://192.168.1.1/rt Have Ubuntu 11.10 installed 3 weeks ago, don’t remember to change apache conf except 02 Feb 2012 06:12:30 -0800 http://www.gossamer-threads.com/lists/rt/users/108237 Need the proper syntax for 'CanonicalizeEmailAddressMatch' setting to match either @domaina or @domainb to allow 'CanonicalizeEmailAddressReplace' it 02 Feb 2012 06:00:06 -0800 http://www.gossamer-threads.com/lists/rt/users/108235 Hi, Quick question that hopefully is fairly easy to resolve - my users want to be able to adjust their 'Organization' within 'About me' in the Prefe 02 Feb 2012 04:42:32 -0800 http://www.gossamer-threads.com/lists/rt/users/108234 Hi all, I have a few problems that, if solved, I think may enhance the quality of RT. 1) RT displays a lot of notification messages through a pale y 02 Feb 2012 01:41:41 -0800 http://www.gossamer-threads.com/lists/rt/users/108233 Hi, *Change queue during comment/reply (on Update.html)* I'm wondering of there's an easy way of adding Queue change to the comment/reply page (Upda 02 Feb 2012 00:40:32 -0800 http://www.gossamer-threads.com/lists/rt/users/108231 We have a RT 4.0.4 installation running on Apache. We have some front end PHP code that calls Perl scripts which use Perl RT APIs for RT interactions. 01 Feb 2012 17:33:38 -0800 http://www.gossamer-threads.com/lists/rt/users/108227 I am new to RT, Just setup a 4.0.4 server this week. I am using CentOS 6.2 64 bit. MySQL Apache I used Ken Prickett's CentOS5InstallPlus Some WIKI in 01 Feb 2012 15:04:38 -0800 http://www.gossamer-threads.com/lists/rt/users/108224 Where might I find information on the per-queue setting for "Workflow" which has a choice called "Approval" What is the idea? Where is it explained? 01 Feb 2012 08:43:29 -0800 http://www.gossamer-threads.com/lists/rt/users/108210 Hello, I got some support debugging my "prepared statement already exists" issue with RT 4.0.4 on #rt, but I believe it is more efficient on the mail 01 Feb 2012 05:50:55 -0800 http://www.gossamer-threads.com/lists/rt/users/108204 Hi list, I noticed that when a reply is made on a ticket by one of our agents, and there's an attachement i can't view this. For example when someon 01 Feb 2012 03:07:44 -0800 http://www.gossamer-threads.com/lists/rt/users/108196 -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Hi, I'm trying to set up a different subject for different queues in the same template (autoreply). Thi 01 Feb 2012 03:03:30 -0800 http://www.gossamer-threads.com/lists/rt/users/108195 Greetings, I am testing rt v4.0.4 with mysql(compiled with sphinx capability) and having some trouble in full text searching. Here are some sample 31 Jan 2012 20:32:30 -0800 http://www.gossamer-threads.com/lists/rt/users/108193 On 01/31/2012 09:57 AM, Roedel, Mark wrote: > Working well for us so far -- I really like the new look for dashboard emails. I don't think the dashbo 31 Jan 2012 18:30:52 -0800 http://www.gossamer-threads.com/lists/rt/users/108192 Hello list! I have an RT setup that functions pretty nicely if I do say so myself! However whenever a ticket is generated or a reply/correspondence a 31 Jan 2012 13:30:44 -0800 http://www.gossamer-threads.com/lists/rt/users/108190 Hi, Yesterday this works 100% but today... I create a ticket, assign a date of begin and finish, export to iCal and I observer this... [Tue Jan 31 31 Jan 2012 08:54:29 -0800 http://www.gossamer-threads.com/lists/rt/users/108184 1. I got partway along writing a Mail Plugin for RT3.8, but, somewhere along the way, I lost it. Can anyone point me to any documentation on them? M 31 Jan 2012 06:28:00 -0800 http://www.gossamer-threads.com/lists/rt/users/108181 Hello, Today we discovered, that for a few days one of the messages sent to out RT is sitting in exim queue and not passing through to RT. After tryi 31 Jan 2012 02:42:22 -0800 http://www.gossamer-threads.com/lists/rt/users/108179 Right now, with $rtname set to "ATCC" and a test queue configured to have its own subject tag ("DEMO"), our autoreply is showing signs of split-person 30 Jan 2012 12:07:36 -0800 http://www.gossamer-threads.com/lists/rt/users/108166 We ran into the following schema.mysql error during our upgrade from 3.8.8 to 4.0.04, after some investigation it appears that it stems from using R 30 Jan 2012 12:06:05 -0800 http://www.gossamer-threads.com/lists/rt/users/108165 I'm trying to play with articles but when I go to create or modify an article, I see the form, but there's no corresponding text box for the "Content" 30 Jan 2012 10:47:29 -0800 http://www.gossamer-threads.com/lists/rt/users/108162 Hi, I want when I resolve a ticket, exectute a script action that containt a template that send email as attachment file (concretely .ics). It is 30 Jan 2012 08:55:55 -0800 http://www.gossamer-threads.com/lists/rt/users/108159 Hi, I created a queue that whenI create a ticket I want to create a calendar datein my Thunderbird mail agent (the extension to put a date is. ICS). 30 Jan 2012 07:39:34 -0800 http://www.gossamer-threads.com/lists/rt/users/108156 Hi, I've updated the wiki with a page containing installation steps for installing RT 4 using Debian Squeeze. The page can be found here: - http 30 Jan 2012 02:14:59 -0800 http://www.gossamer-threads.com/lists/rt/users/108150 Alle, So we've installed RT::Authen::ExternalAuth, but when we try to search for users to create groups and such, if the user hasn't logged i 29 Jan 2012 17:16:56 -0800 http://www.gossamer-threads.com/lists/rt/users/108149 Can rt-extension-formtools allow modifying the field layout in RT4.0.4? If there is documentation for this add on or an example of its use somewhere t 29 Jan 2012 10:52:27 -0800 http://www.gossamer-threads.com/lists/rt/users/108148 Hi all, I have successfully installed RT version 4.0.4 and it works fine if I use the rt-server or under a "unique" Apache2 VirtualHost. However, if 27 Jan 2012 02:11:18 -0800 http://www.gossamer-threads.com/lists/rt/users/108120 Is it possible to use only one email account for all queue's? Allowing for reply's/comments to go to the appropriate place, and have when sent with n 26 Jan 2012 12:44:42 -0800 http://www.gossamer-threads.com/lists/rt/users/108108 Hi All, My users can't see customfield on search form. I'm aware that they should first select a queue and submit, but even if they do it, they can't 26 Jan 2012 10:19:56 -0800 http://www.gossamer-threads.com/lists/rt/users/108106 Hi, I'm using RT 4.04. I want to make a callback on top of the page that if a CF is empty when I resolve one ticket.... I search in rt-users and I f 26 Jan 2012 09:44:23 -0800 http://www.gossamer-threads.com/lists/rt/users/108101 I have installed RT 4 on ubuntu and have tested the web after restarting apache, nothing shows up except the normal apache "It Works!" What am I doing 26 Jan 2012 09:02:28 -0800 http://www.gossamer-threads.com/lists/rt/users/108098 Hello, I would like to hide the real email addresses that appear in RT-Originator in the email header. Would you be able to tell me how to do that? 26 Jan 2012 08:57:35 -0800 http://www.gossamer-threads.com/lists/rt/users/108099 Hi, I can't seem to figure out what I need to change to allow the viewing of what queue the ticket went to. So when I changed the queue from General 26 Jan 2012 06:30:48 -0800 http://www.gossamer-threads.com/lists/rt/users/108093 All, We have an external perl script that trolls through the RT MySQL DB looking for recent transactions with a specific CF that has been updated. 26 Jan 2012 05:38:42 -0800 http://www.gossamer-threads.com/lists/rt/users/108091 Problem solved: I switched to the internet explorer .... so i guess it's a kind of Firefox issue but if someone know what kind of error it is 26 Jan 2012 04:08:07 -0800 http://www.gossamer-threads.com/lists/rt/users/108090 Hi, I have a requirement to have ticket number sequenced by Queue, is this possible? or RT way of using all tickets to be in sequence, disregard of Qu 26 Jan 2012 00:14:50 -0800 http://www.gossamer-threads.com/lists/rt/users/108089 Hi everyone I have a 3.8.9 RT RPM based (Mandriva) installation runnning on Postgres that I wanted to upgrade to 4.0.4, and get away from RPM based 25 Jan 2012 12:32:54 -0800 http://www.gossamer-threads.com/lists/rt/users/108069 Hey there, I'm looking to not auto-reply on create to inbound emails from a certain domain ( anything@example.com and even anything@sd.example.com). I 25 Jan 2012 12:02:47 -0800 http://www.gossamer-threads.com/lists/rt/users/108060 Hi, we are using RT v3.8.3. RT if working fine. End-users are sending an e-mail which appears in the RT. Sometimes end-users in there e-mail client li 25 Jan 2012 09:18:18 -0800 http://www.gossamer-threads.com/lists/rt/users/108053 hi, first of all: hello to everyone, especially old friends: Jesse and Ruslan. it has been almost 10 years since I played with RT for the last time! ( 24 Jan 2012 22:50:53 -0800 http://www.gossamer-threads.com/lists/rt/users/108047 "use a two-column layout for create and update forms" : NO Create and update forms still show as 2 columns. "notify me of unread messages" : NO Mes 24 Jan 2012 11:53:11 -0800 http://www.gossamer-threads.com/lists/rt/users/108035 All, What is the encryption used for the RT 4 privileged user's password in MySQL? It is a new RT4 database. We were able to log on to other inte 24 Jan 2012 10:25:20 -0800 http://www.gossamer-threads.com/lists/rt/users/108033 Hi, I have one question: When for example I resolve a ticket, in the Web Interface shows a message "Ticket has passed from 'Open' to 'Resolved'. I' 24 Jan 2012 07:59:40 -0800 http://www.gossamer-threads.com/lists/rt/users/108029 Currently I use LDAP importer to run and add users to groups. The only problem I am running into is that when people leave groups or are put into gro 24 Jan 2012 07:32:17 -0800 http://www.gossamer-threads.com/lists/rt/users/108028 I can't seem to get any response at login from ExternalAuth 0.09 using RT 3.8.7 . I have the following logging setup, which will only show me Login S 23 Jan 2012 16:16:44 -0800 http://www.gossamer-threads.com/lists/rt/users/108021 Hi, One question: Is there a way to require certain fields when a user creates a new ticket? -- ................................................... 23 Jan 2012 06:16:55 -0800 http://www.gossamer-threads.com/lists/rt/users/107993 Hello. I have two questions concerning queues: 1)  I am not able to change a query string of the General queue. Whenever I am adding a new search c 23 Jan 2012 05:16:25 -0800 http://www.gossamer-threads.com/lists/rt/users/107989 Hi list, I've made some attachment improvements in our company's RT 3.8 in the last few years. If you are interested in it I can try to create 4.0 co 21 Jan 2012 06:52:07 -0800 http://www.gossamer-threads.com/lists/rt/users/107976 Hi list, One of my workmates made two themes for RT and he allows me to share these with you so I do it. :) Maybe someone also likes one of them. O 20 Jan 2012 13:34:10 -0800 http://www.gossamer-threads.com/lists/rt/users/107965 Is there a way to expand ALL hidden quoted text? We just upgraded to RT4 and it is hiding a bunch of text on the screen based on how the line begin 20 Jan 2012 11:22:23 -0800 http://www.gossamer-threads.com/lists/rt/users/107945 We are running RT 4.0.4 and I think we came across a bug today... When editing a Global Scrip through the menu route: "Tools > Configuration > Global 20 Jan 2012 10:00:28 -0800 http://www.gossamer-threads.com/lists/rt/users/107939 Is it possible to have child or nested queues? We are tracking some large projects and it would be helpful to have nested queues where each major que 20 Jan 2012 09:52:18 -0800 http://www.gossamer-threads.com/lists/rt/users/107938 Hello, I am working through a scrip to change change the queue to the current user's default queue setting on Take. I have everything working when se 19 Jan 2012 18:48:13 -0800 http://www.gossamer-threads.com/lists/rt/users/107930 > On Wed, Jan 18, 2012 at 04:33:20PM -0700, Brent Wiese wrote: > > My assumption is I would need to build a new template. What I > can't figure out 19 Jan 2012 14:23:27 -0800 http://www.gossamer-threads.com/lists/rt/users/107928 Hi, What is the status of support of HTML Emails with RT ? I noticed that they are properly received. However, I would like our support team to use 19 Jan 2012 07:42:25 -0800 http://www.gossamer-threads.com/lists/rt/users/107915 Hi all, I'm wondering how I can change the owner of already assigned tickets. If a normal user tries to do this, RT says: 'You can only reassign tick 19 Jan 2012 05:11:11 -0800 http://www.gossamer-threads.com/lists/rt/users/107912 Sorry, forgot to mention I'm running 4.0.4... From: rt-users-bounces@lists.bestpractical.com [mailto:rt-users-bounces@lists.bestpractical.com] On Beh 18 Jan 2012 15:44:22 -0800 http://www.gossamer-threads.com/lists/rt/users/107903 I've seen the question asked before when I search the archives, but I wasn't able to find an answer my brain could parse. I need to build a scrip and 18 Jan 2012 15:33:20 -0800 http://www.gossamer-threads.com/lists/rt/users/107905