Mailing List Archive by Gossamer Threads http://www.gossamer-threads.com/lists/rt/users/ en-us (c) Gossamer Threads Inc. All rights reserved. 26 Nov 2009 13:59:15 -0800 120 75 23 http://www.gossamer-threads.com/lists/rt/users/ http://www.gossamer-threads.com/images/lists/rss_logo.jpg I would change logo in RT user interface. I read the instructions in http://wiki.bestpractical.com/view/ChangeLogo These instruction are not compliant 26 Nov 2009 08:27:07 -0800 http://www.gossamer-threads.com/lists/rt/users/90315 Hello together, has anybody ever migrated RT from MySQL to PostgreSQL? Are there any scripts available to accomplish this? Greetings, Torben Nehmer 26 Nov 2009 08:07:20 -0800 http://www.gossamer-threads.com/lists/rt/users/90311 I've been cleaning out my RT 3.6.5 installation of junk, prior to doing an upgrade to 3.8 (my logic being that I'll need to do some mysql charset chan 26 Nov 2009 07:00:12 -0800 http://www.gossamer-threads.com/lists/rt/users/90309 Hi all, I've installed RTFM and I want to create an article then I don't get a input field for the content. All I can fill in is: - 26 Nov 2009 05:32:21 -0800 http://www.gossamer-threads.com/lists/rt/users/90305 Hello! I today installed RT::BugTracker::Public on my RT3.8.6 machine on Linux (Ubuntu 8.10) The rt3.8.6 comes from the bp tarball. After installing 26 Nov 2009 02:15:38 -0800 http://www.gossamer-threads.com/lists/rt/users/90302 Hello, We've been running a test RT server using SQLite, and we'd now like to migrate the data in it to MySQL, in order to move the system to a produ 26 Nov 2009 02:04:06 -0800 http://www.gossamer-threads.com/lists/rt/users/90303 In testing email interactions with RT, I'm observing the following behavior with 3.8.6: Original message: > Testing html-ized mail > > -Rob What I s 25 Nov 2009 11:52:27 -0800 http://www.gossamer-threads.com/lists/rt/users/90285 The environment I'm about to roll out RT into is pretty much 100% Outlook/Exchange. Something I'm noticing is that when I respond to a ticket via ema 25 Nov 2009 11:30:38 -0800 http://www.gossamer-threads.com/lists/rt/users/90286 I am trying to use 'rt' CLI, but I fail to get any results back from RT at the command line (No matches found). Following is a short version of wh 25 Nov 2009 11:07:16 -0800 http://www.gossamer-threads.com/lists/rt/users/90284 Sorry about that . It is 3.8.2 (mod_perl2) on a sun solaris machine with an Oracle Db. Let me know if you need any other info. Regards, -Ashish ___ 25 Nov 2009 09:10:30 -0800 http://www.gossamer-threads.com/lists/rt/users/90280 I didnt edit that. Where do you actually set it? Thanks for your response. -Ashish ________________________________ From: Ken Crocker [kfcrocker@lbl. 25 Nov 2009 09:09:59 -0800 http://www.gossamer-threads.com/lists/rt/users/90279 I won't to stop any emails with the Subject line of RE: <whatever> or Re: <whatever> from creating tickets? Is this something that can be done with s 25 Nov 2009 07:42:52 -0800 http://www.gossamer-threads.com/lists/rt/users/90273 Hi All , I'm trying to set the Due date of child Ticket.But my scrips is giving no results.Please find below the Custom action clean up code used fo 25 Nov 2009 03:30:29 -0800 http://www.gossamer-threads.com/lists/rt/users/90254 I tried to send a screen shot but it was too big.. I will try to explain my problem: Inside the message body I keep seeing horizontal /vertical scrol 25 Nov 2009 03:07:46 -0800 http://www.gossamer-threads.com/lists/rt/users/90252 Hello, Some bizarre things have been happening and would like to know if anyone has seen similar cases. 1. When a long line is in the message 25 Nov 2009 03:03:05 -0800 http://www.gossamer-threads.com/lists/rt/users/90251 Hello, How does one enable RT Spell checker in RT 3.8.2? Thank you in advance, -Ashish 25 Nov 2009 02:34:13 -0800 http://www.gossamer-threads.com/lists/rt/users/90250 Hi , I'm trying to set the Due date of the child Ticket.But my scrips is giving some error.Please find below the Custom action clean up code used 25 Nov 2009 01:14:19 -0800 http://www.gossamer-threads.com/lists/rt/users/90239 Dear List, I have created a Customfield that links to a webpage ( our own backend system ) for our employees. We have enabled the SelfService pag 25 Nov 2009 00:47:52 -0800 http://www.gossamer-threads.com/lists/rt/users/90237 Hi All, I'm definitely an RT novice, and could use some assistance. I have a ticket Custom Field ("Progress"). It is a Select One Value field. Whe 24 Nov 2009 15:19:41 -0800 http://www.gossamer-threads.com/lists/rt/users/90228 Hi, I am trying to run rt-crontool but fails to set the priority value. The coomand promt error is given below: [root@localhost sbin]# rt-crontool - 24 Nov 2009 00:49:04 -0800 http://www.gossamer-threads.com/lists/rt/users/90209 Hi, I am using RT v3.6.0 on RHEL AS 3 with Oracle 9i as the back-end database on a Pentium server with 1GB of RAM. This RT instance is hosting two bu 23 Nov 2009 23:31:39 -0800 http://www.gossamer-threads.com/lists/rt/users/90205 When upgrading from 3.8.4 to 3.8.6 I'm getting this error when running bin/rt-setup-database --dba rt_user --prompt-for-dba-password --action upgr 23 Nov 2009 20:51:46 -0800 http://www.gossamer-threads.com/lists/rt/users/90196 I just checked RT out of git and ran: ./configure --enable-layout=inplace --with-my-user-group --with-db-typ=SQLite But the database type is set to 23 Nov 2009 19:33:16 -0800 http://www.gossamer-threads.com/lists/rt/users/90192 Hello all, this question appears in the archive but the suggested answer does not quite work; I am hoping some of you will be able to suggest solut 23 Nov 2009 15:32:21 -0800 http://www.gossamer-threads.com/lists/rt/users/90183 RT provides an excellent history log of all activities relating to a ticket. This provides an unchangeable record which auditors love when reviewing 23 Nov 2009 15:01:10 -0800 http://www.gossamer-threads.com/lists/rt/users/90181 Hello, I'm in the same boat as many others I've seen post. We have 35k tickets in one of our queues that I'm trying to shred(shame on us for not au 23 Nov 2009 10:19:02 -0800 http://www.gossamer-threads.com/lists/rt/users/90170 Hi, Please find below the Custom action clean up code for Seting DueDate based on a condition: use strict; use warnings; my $date1=$self->TicketObj- 23 Nov 2009 02:20:44 -0800 http://www.gossamer-threads.com/lists/rt/users/90163 I'm trying to write a scrip that removes the requestor of a new ticket if the requestor's email address is in a specific "no-reply" group in RT (for t 20 Nov 2009 09:34:06 -0800 http://www.gossamer-threads.com/lists/rt/users/90148 On Fri, Nov 20, 2009 at 11:41:50AM +0000, Dominic Hargreaves wrote: > I'm migrating from an RT 2 install to an RT 3.8 install with around > 170 privil 20 Nov 2009 03:48:46 -0800 http://www.gossamer-threads.com/lists/rt/users/90141 I'm migrating from an RT 2 install to an RT 3.8 install with around 170 privileged users (and around 90,000 total users). I've done some initial test 20 Nov 2009 03:41:50 -0800 http://www.gossamer-threads.com/lists/rt/users/90140 Hello All I have RT 3.6.3 installed with fastcgi implemented. I have one problem with my one of custom scrip which we have placed on closure of ti 20 Nov 2009 00:38:39 -0800 http://www.gossamer-threads.com/lists/rt/users/90137 Best Practical Solutions provides unparalleled instruction in how to get the most out of RT. We've been teaching users and administrators how to get t 19 Nov 2009 14:31:25 -0800 http://www.gossamer-threads.com/lists/rt/users/90177 Brumm, Torsten / Kuehne + Nagel / Ham MI-ID wrote: > Hi, i followed the the instructions from wiki to add all attachments > from a ticket (during the 19 Nov 2009 13:43:16 -0800 http://www.gossamer-threads.com/lists/rt/users/90133 One thing i forgot: 'RT-Attach-Message: Yes' is a special header that RT uses internally. It means that the outgoing mail should be created with all 19 Nov 2009 07:22:50 -0800 http://www.gossamer-threads.com/lists/rt/users/90115 Hi, i followed the the instructions from wiki to add all attachments from a ticket (during the whole livetime) as links to the outgoing mail. No i nee 19 Nov 2009 06:58:00 -0800 http://www.gossamer-threads.com/lists/rt/users/90113 I'm running a script that grabs a list of users from our LDAP directory and synchronizes group memberships and permissions. Currently, I use code simi 19 Nov 2009 05:33:06 -0800 http://www.gossamer-threads.com/lists/rt/users/90110 Hello, Once again it appears I've run into a snag. I'm running lighttpd with RT on CentOS 5.4. This is my first attempt at trying to get RT to run u 18 Nov 2009 17:19:06 -0800 http://www.gossamer-threads.com/lists/rt/users/90105 Hi folks: I've installed RT::Extension::CommandByMail and configured it according to http://cpansearch.perl.org/src/FALCONE/RT-Extension-CommandByM 18 Nov 2009 15:57:16 -0800 http://www.gossamer-threads.com/lists/rt/users/90103 Hello, After over a year of running RT/RT-IR under CentOS with Apache & mySQL, I decided to give it another go and create an entirely new server usi 18 Nov 2009 14:39:38 -0800 http://www.gossamer-threads.com/lists/rt/users/90102 Looking at a tcpdump, as soon as the ldap server returns "Server Hello Done" the RT server sends a FIN/ACK to close the connection, this all happens p 18 Nov 2009 12:55:41 -0800 http://www.gossamer-threads.com/lists/rt/users/90099 Barron, Josh wrote: > I wasn't able to get this working after trying a good portion of the > evening. > I finally ended up setting up a new virtual se 18 Nov 2009 12:18:10 -0800 http://www.gossamer-threads.com/lists/rt/users/90098 Hey Everyone, So I got the ExternalAuth module working to Active Directory NON TLS enabled, however, when I set it to use TLS I get a: LDAP_OPERATIO 18 Nov 2009 11:41:29 -0800 http://www.gossamer-threads.com/lists/rt/users/90093 I wasn't able to get this working after trying a good portion of the evening. I finally ended up setting up a new virtual server and just migrating th 18 Nov 2009 07:14:29 -0800 http://www.gossamer-threads.com/lists/rt/users/90090 Hello, I need the following behaviour : when a ticket is created (in default queue), if the suject contains "[PRH]" I must notify some special person 18 Nov 2009 01:15:50 -0800 http://www.gossamer-threads.com/lists/rt/users/90087 Hi , I'm trying to set the custom filed values of child ticket using a Template but it fails to set the values in the Child Ticket.Please find below 18 Nov 2009 01:13:30 -0800 http://www.gossamer-threads.com/lists/rt/users/90086 Looks like it is on: [root@help01 jbarron]# /usr/sbin/getenforce Enforcing [root@help01 jbarron]# /sbin/ausearch -m avc -ts today <no matches> - 17 Nov 2009 17:13:38 -0800 http://www.gossamer-threads.com/lists/rt/users/90079 > -----Original Message----- > From: Barron, Josh > > That file does not exist in the new RT directory, nor is any file by > that name in use anywher 17 Nov 2009 17:03:45 -0800 http://www.gossamer-threads.com/lists/rt/users/90078 > [Tue Nov 17 16:24:02 2009] [error] [client 216.222.31.30] Could not > create '/opt/rt3/var/mason_data/obj/.__obj_create_marker': Permission > denied 17 Nov 2009 13:46:56 -0800 http://www.gossamer-threads.com/lists/rt/users/90071 I was able to finally get the script to take. Now it seems I have a permissions issue that I can't get around: [Tue Nov 17 16:24:02 2009] [error] [c 17 Nov 2009 13:36:25 -0800 http://www.gossamer-threads.com/lists/rt/users/90070 Since it seems that ssmtp cannot handle the emails with the attachments we were sending, I decided to give msmtp a try. So, I set it up following the 17 Nov 2009 13:18:01 -0800 http://www.gossamer-threads.com/lists/rt/users/90068 Hi , Im trying to update a customfiled value using a scrip but evrytime I does it I gets this error "is no longer a value for custom field value ".Any 17 Nov 2009 10:20:40 -0800 http://www.gossamer-threads.com/lists/rt/users/90060 Hi , Im trying to update a customfiled value using a scrip but evrytime I does it I gets this error "is no longer a value for custom field value ".Any 17 Nov 2009 09:52:35 -0800 http://www.gossamer-threads.com/lists/rt/users/90052 Hi, another (hopefully) tiny problem. I'm trying to add a ticket link via scrip to a ticket. the link should be of Type Members (Creating a child lin 17 Nov 2009 09:35:56 -0800 http://www.gossamer-threads.com/lists/rt/users/90051 Hey Everyone, I'm working on setting up RTx::WorkFlowBuilder, I have the following in my RT_SiteConfig: ######## Set($WorkflowBuilderStages, 17 Nov 2009 09:04:20 -0800 http://www.gossamer-threads.com/lists/rt/users/90049 Folks: Is there any way to have alternate email addresses per user account? I read something about this on the wiki wish lists but couldn't find an 17 Nov 2009 08:08:22 -0800 http://www.gossamer-threads.com/lists/rt/users/90041 Hi Got a quick query regarding the shredder. Im trying to move a users cases to a different user and then shred the first user, using: rt-shredder 17 Nov 2009 07:05:58 -0800 http://www.gossamer-threads.com/lists/rt/users/90034 Hi, i'm now searching since some hours how to get the TicketObj from a given Ticket ID. Normally from within a scrip i go this way: $self->TicketObj 17 Nov 2009 06:33:54 -0800 http://www.gossamer-threads.com/lists/rt/users/90029 Hi, I have a new RT installation (latest version) and I need to NOT autoreply mails coming from outside my domain, lets say @example.com. So, any 17 Nov 2009 05:46:24 -0800 http://www.gossamer-threads.com/lists/rt/users/90027 Hi, RT was set up at my workplace, but not really used. I am trying to re-configure it for use now. I'm not familiar with RT. Basically, I'm just tr 17 Nov 2009 03:54:26 -0800 http://www.gossamer-threads.com/lists/rt/users/90024 Hi. I finally have my RT installation configured and in production. For now everything seems to be ok, but it takes too long (about 10 seconds) whene 17 Nov 2009 02:13:17 -0800 http://www.gossamer-threads.com/lists/rt/users/90023 Hi Folks, Please find below the scrip and error log file which I got while executing the scrip: Description: Business Hours Condition: On Create 17 Nov 2009 00:31:17 -0800 http://www.gossamer-threads.com/lists/rt/users/90021 On Tue, Nov 17, 2009 at 12:32:09AM -0500, slamp slamp wrote: > Error on preferences page: > > Can't locate object method "date_format_full" via packa 17 Nov 2009 00:29:47 -0800 http://www.gossamer-threads.com/lists/rt/users/90020 Error on preferences page: Can't locate object method "date_format_full" via package "DateTime::Locale::en" at /opt/rt3/bin/../lib/RT/Date.pm line 65 16 Nov 2009 21:32:09 -0800 http://www.gossamer-threads.com/lists/rt/users/90015 Ok I've been fighting this forever and its really starting to get to me. I'm trying to upgrade RT and I'm at the step where I'm supposed to upgrad 16 Nov 2009 15:21:29 -0800 http://www.gossamer-threads.com/lists/rt/users/90000 All, I am attempting to automate processing PDF and Word docs into clear text using xpdf & strings so they can be posted in clear text in the RT tic 16 Nov 2009 14:03:07 -0800 http://www.gossamer-threads.com/lists/rt/users/89998 To list, I'm not an internals/Unix Admin or tech. I've been the Admin for "User Support" for our RT 3.6.4 installation. We successfully use LDAP Au 16 Nov 2009 11:46:55 -0800 http://www.gossamer-threads.com/lists/rt/users/89989 All - Is it possible for RT to add an email into a ticket, however do not send an auto response, just for certain from addresses? Thanks! __________ 16 Nov 2009 10:45:17 -0800 http://www.gossamer-threads.com/lists/rt/users/89988 RT 3.8.5 on FreeBSD-6.2 using Apache 2.2.6 using mason_handler.fcgi I can not figure out how to change the color scheme of RT to be red instead of b 16 Nov 2009 08:59:32 -0800 http://www.gossamer-threads.com/lists/rt/users/89981 Hi, I'm trying to configure RT3.8 to authenticate via LDAP - which apprently goes well, but the users from LDAP are autocreated in rt3 without some u 16 Nov 2009 07:33:21 -0800 http://www.gossamer-threads.com/lists/rt/users/89977 I am modifying the scrip found at http://www.gossamer-threads.com/lists/rt/users/70038#70038 posted by gleduc@----- and could use some help The or 16 Nov 2009 07:14:15 -0800 http://www.gossamer-threads.com/lists/rt/users/89976 Hi, I'm trying to get the CLI 'rt' tool to create a ticket with a specified owner. I'm trying: /opt/rt3/bin/rt create -t ticket set status= 15 Nov 2009 15:51:39 -0800 http://www.gossamer-threads.com/lists/rt/users/89975 Hi Folks, I have done a ton of searching to see if I could find the answer to my question - no luck. I apologize in advance if I somehow missed the 13 Nov 2009 12:19:55 -0800 http://www.gossamer-threads.com/lists/rt/users/89971 To List, I need to clarify something. If I have a script with the action "Notify Cc's", will that notification go to just the Queue "CC" watchers or 13 Nov 2009 10:22:02 -0800 http://www.gossamer-threads.com/lists/rt/users/89964 In order to create a custom scrip, I need to access to Attachment structure because I would know the value of a header of the original request message 13 Nov 2009 08:01:47 -0800 http://www.gossamer-threads.com/lists/rt/users/89954 Hello I have some custom fields (mandatory and optional). I would differentiate between mandatory and optional fields. I would add a mark or somethi 13 Nov 2009 07:40:06 -0800 http://www.gossamer-threads.com/lists/rt/users/89952 Folks, I am running RT 3 in Fedora 10. I'm trying to create Child Tickets based on some conditions using Templates but it fails to create child tic 13 Nov 2009 03:27:33 -0800 http://www.gossamer-threads.com/lists/rt/users/89948 Hi all, I'd like to create a custom scrip for a particular queue, but it doesn't work. The same scrip created as global scrip, works. Anybody can sugg 13 Nov 2009 00:42:44 -0800 http://www.gossamer-threads.com/lists/rt/users/89944 Hi All, Silly question but, how can I access the Attachments for a related Transaction via a scrip? I am wanting to collect a piece out of the plain 12 Nov 2009 19:18:57 -0800 http://www.gossamer-threads.com/lists/rt/users/89941 How can I force the ordering of custom fields? The fields under RTFM Content seem to be showing up in an arbitrary order, that makes no sense to the u 12 Nov 2009 13:59:40 -0800 http://www.gossamer-threads.com/lists/rt/users/89938 On Thu, 12 Nov 2009 06:24:44 +0300, "Ruslan Zakirov" <ruslan.zakirov@gmail.com> said: > Set(@LogToSyslogConf, (ident => 'compserv_test')); Oh, crud.. 12 Nov 2009 10:18:32 -0800 http://www.gossamer-threads.com/lists/rt/users/89937 Hi, hope someone help me investigate this issue. We have a 3.8.2 RT installation and we had no problem so far. Recently we have had reports regardi 12 Nov 2009 04:06:14 -0800 http://www.gossamer-threads.com/lists/rt/users/89934 Hi, I set up some new queues, and I didn't need the (default?) "support queue anymore. So I deleted it. Then I get "Ticket creation failed" anyti 12 Nov 2009 03:34:18 -0800 http://www.gossamer-threads.com/lists/rt/users/89932 Does anyone have suggestions on how to repair perl after Centos-5.4 upgrade? I was running Centos 5.2, mysql and modperl2. Update brought down Ce 11 Nov 2009 20:48:00 -0800 http://www.gossamer-threads.com/lists/rt/users/89928 Trying to install RTFM 2.4.2 on RT 3.4.5 on RHEL4. My rt is installed in /usr/local/rt but for some reason, rt-setup-database is in /usr/sbin. I have 11 Nov 2009 15:13:58 -0800 http://www.gossamer-threads.com/lists/rt/users/89925 I seem to be having trouble with setting the LogToSyslogConf option, specifically overriding the default ident (multiple instances, I want to be able 11 Nov 2009 14:10:17 -0800 http://www.gossamer-threads.com/lists/rt/users/89924 The only thing I can think of is that your RT name isn't the same in the subject line... so it thinks the [rtname #rtnumber] isn't anything related to 11 Nov 2009 11:33:27 -0800 http://www.gossamer-threads.com/lists/rt/users/89923 Sune, Tell the user to NOT use the "Reply All", but the "Reply" only. Additionally, if they make sure that the RT email address is a "Bcc" or "cc" 11 Nov 2009 11:31:09 -0800 http://www.gossamer-threads.com/lists/rt/users/89922 Hi I have a problem that is driving me nuts, I have just installed the latest RT, using almost default settings. When a user writes to request 11 Nov 2009 11:00:39 -0800 http://www.gossamer-threads.com/lists/rt/users/89921 When a text attachment is added to a ticket, the emails RT sends put the attachment as body, and the actual message as an attachment. It does that bo 11 Nov 2009 06:13:50 -0800 http://www.gossamer-threads.com/lists/rt/users/89912 Hi, I had a look in the documentation but couldn't easily find which version of RT this extension works with. V0.02 and V0.03 state they require RT 10 Nov 2009 16:50:20 -0800 http://www.gossamer-threads.com/lists/rt/users/89904 I know I've found the answer to this in the past, but I can't seem to find it anywhere now. How do I change the background color of RT? I've replac 10 Nov 2009 12:36:28 -0800 http://www.gossamer-threads.com/lists/rt/users/89899 I have been looking all over the net and can't find an answer. Here is what my problem is: When I do a search I want the results to include the Reque 10 Nov 2009 11:05:40 -0800 http://www.gossamer-threads.com/lists/rt/users/89894 subscribe 10 Nov 2009 10:58:22 -0800 http://www.gossamer-threads.com/lists/rt/users/89895 Using RT 3.8.1 I'm looking to set a scrip so that the requester do *not* receive email. The scenario is Ticket is created in queue A. This i 10 Nov 2009 08:46:16 -0800 http://www.gossamer-threads.com/lists/rt/users/89888 Greetings, is it possible to apply a "bulk" rights change to every RT users, or a set of users accounts such that the "let user be granted rights" op 10 Nov 2009 05:02:00 -0800 http://www.gossamer-threads.com/lists/rt/users/89879 Hi RT Users, some of my users report the error below to me in some tickets (all created yesterday 3pm german time) if they try to take the ticket. Sam 10 Nov 2009 00:44:45 -0800 http://www.gossamer-threads.com/lists/rt/users/89876 Hi All, Here's what I'm looking to do: I have a queue called "Data Analysis". In this queue, there is a ticket custom field called "Progress". Whe 09 Nov 2009 13:57:18 -0800 http://www.gossamer-threads.com/lists/rt/users/89862 I am in the process integrating the helpdesk system with Exchange 2007. I can receive emails correctly and I have set up a smart host to work with ano 09 Nov 2009 10:59:03 -0800 http://www.gossamer-threads.com/lists/rt/users/89857 Hi all, Recently upgraded from 3.8.5, on both our production and development servers. Having trouble trying to add multiple attachments via the GU 09 Nov 2009 08:10:38 -0800 http://www.gossamer-threads.com/lists/rt/users/89843 Hi, I have installed CommandByMail plugin, and added these lines do RT_SiteConfig.pm: Set(@MailPlugins, qw(Auth::MailFrom Filter::TakeAction)); Set( 09 Nov 2009 08:10:14 -0800 http://www.gossamer-threads.com/lists/rt/users/89840