Attachments won't send

RT Users
1

I can’t seem to send an attachment with RT. The attachments on a ticket
come across OK but I can’t send one back.
Example
I respond to a ticket and attach a file in the response to be sent to the
requestor.
The response sends fine but no attachment and no error.
Help please!From: rt-users-admin@lists.fsck.com
[mailto:rt-users-admin@lists.fsck.com]On Behalf Of
rt-users-request@lists.fsck.com
Sent: Monday, April 29, 2002 6:59 PM
To: rt-users@lists.fsck.com
Subject: rt-users digest, Vol 1 #669 - 16 msgs

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Today’s Topics:

  1. Newbie trouble: keywords don’t work (Joe Baldwin)
  2. Re: Newbie trouble: keywords don’t work (Marc Hedlund)
  3. Re: Newbie trouble: keywords don’t work (Joe Baldwin)
  4. Re: Newbie trouble: keywords don’t work (Marc Hedlund)
  5. Re: Newbie trouble: keywords don’t work (Joe Baldwin)
  6. Anyone modify StockAnswers for use in the SelfService page? (Michael K
    Brown)
  7. Re: Anyone modify StockAnswers for use in the SelfService page? (Aaron
    T Porter)
  8. RE: Anyone modify StockAnswers for use in the SelfServ
    ice page? (Kevin Welch)
  9. RE: Anyone modify StockAnswers for use in the SelfService page?
    (Michael K Brown)
  10. Re: Anyone modify StockAnswers for use in the SelfService page?
    (Michael Grubb)
  11. RE: Huge Attachments.MYD file (Matthew Watson)
  12. Re: Modify Ticket (Phil Homewood)
  13. Trying to fix my problems, anyone can help me (RT2 Troubles)
  14. Re: Trying to fix my problems, anyone can help me (Michael Grubb)
  15. Change initial status to “Open” (shannon pedersen)

Message: 1
Date: Mon, 29 Apr 2002 14:47:10 -0500
From: Joe Baldwin joe@JoeBaldwin.com
To: rt-users@lists.fsck.com
Subject: [rt-users] Newbie trouble: keywords don’t work

I am trying to make a test rt install for my company’s internal helpdesk
usage and have one problem left of which I can find no other mention:
the keywords feature does not seem to work.

I add keywords as I understand how to do them; for example:

OS/
OS/Linux
OS/Windows
OS/Mac OS X

Then I attach keyword selections to a queue or globally; for example:

Platform - multiple - children of OS/ up to 1 levels deep

The result? Empty select boxes on the keywords page. I can get the
select boxes to kind of work by changing the children of to “-” after
initial creation, but this obviously won’t do the job and it breaks as
soon as I change it back to the correct parent.

I am at a complete loss and any help would be greatly appreciated. The
[hopefully] relevant details for my install are:

RedHat 7.2 server with 2.4.18 kernel
Request Tracker 2.0.13
Perl 5.6.1 built from source
PostgreSQL 7.2.1 database installed from official RPMs

Joe.

Message: 2
Date: Mon, 29 Apr 2002 12:54:15 -0700 (PDT)
From: Marc Hedlund marc@precipice.org
To: Joe Baldwin joe@JoeBaldwin.com
Cc: rt-users@lists.fsck.com
Subject: Re: [rt-users] Newbie trouble: keywords don’t work

Try “up to 0 levels deep” (where 0 means "as many children as possible).

Marc Hedlund
e: marc at precipice dot org

I am trying to make a test rt install for my company’s internal helpdesk
usage and have one problem left of which I can find no other mention:
the keywords feature does not seem to work.

I add keywords as I understand how to do them; for example:

OS/
OS/Linux
OS/Windows
OS/Mac OS X

Then I attach keyword selections to a queue or globally; for example:

Platform - multiple - children of OS/ up to 1 levels deep

The result? Empty select boxes on the keywords page. I can get the
select boxes to kind of work by changing the children of to “-” after
initial creation, but this obviously won’t do the job and it breaks as
soon as I change it back to the correct parent.

I am at a complete loss and any help would be greatly appreciated. The
[hopefully] relevant details for my install are:

RedHat 7.2 server with 2.4.18 kernel
Request Tracker 2.0.13
Perl 5.6.1 built from source
PostgreSQL 7.2.1 database installed from official RPMs

Joe.

rt-users mailing list
rt-users@lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-users

Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm

Message: 3
Date: Mon, 29 Apr 2002 15:01:30 -0500
Subject: Re: [rt-users] Newbie trouble: keywords don’t work
Cc: rt-users@lists.fsck.com
To: Marc Hedlund marc@precipice.org
From: Joe Baldwin joe@JoeBaldwin.com

Just tried setting levels deep to 0; no luck unfortunately.

Any other suggestions would be welcome.

Joe.

Try “up to 0 levels deep” (where 0 means "as many children as possible).

Marc Hedlund
e: marc at precipice dot org

I am trying to make a test rt install for my company’s internal
helpdesk
usage and have one problem left of which I can find no other mention:
the keywords feature does not seem to work.

I add keywords as I understand how to do them; for example:

OS/
OS/Linux
OS/Windows
OS/Mac OS X

Then I attach keyword selections to a queue or globally; for example:

Platform - multiple - children of OS/ up to 1 levels deep

The result? Empty select boxes on the keywords page. I can get the
select boxes to kind of work by changing the children of to “-” after
initial creation, but this obviously won’t do the job and it breaks as
soon as I change it back to the correct parent.

I am at a complete loss and any help would be greatly appreciated. The
[hopefully] relevant details for my install are:

RedHat 7.2 server with 2.4.18 kernel
Request Tracker 2.0.13
Perl 5.6.1 built from source
PostgreSQL 7.2.1 database installed from official RPMs

Joe.

rt-users mailing list
rt-users@lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-users

Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm

Message: 4
Date: Mon, 29 Apr 2002 13:04:20 -0700 (PDT)
From: Marc Hedlund marc@precipice.org
To: Joe Baldwin joe@JoeBaldwin.com
Cc: rt-users@lists.fsck.com
Subject: Re: [rt-users] Newbie trouble: keywords don’t work

Are you typing in the ‘/’ after ‘OS’ manually? If so, instead you should
type “OS” as a keyword, hit the “Add” button, then click on the word
“OS” (which is a link now), then add “Linux”, etc.

Marc Hedlund
e: marc at precipice dot org

Just tried setting levels deep to 0; no luck unfortunately.

Any other suggestions would be welcome.

Joe.

Try “up to 0 levels deep” (where 0 means "as many children as possible).

Marc Hedlund
e: marc at precipice dot org

I am trying to make a test rt install for my company’s internal
helpdesk
usage and have one problem left of which I can find no other mention:
the keywords feature does not seem to work.

I add keywords as I understand how to do them; for example:

OS/
OS/Linux
OS/Windows
OS/Mac OS X

Then I attach keyword selections to a queue or globally; for example:

Platform - multiple - children of OS/ up to 1 levels deep

The result? Empty select boxes on the keywords page. I can get the
select boxes to kind of work by changing the children of to “-” after
initial creation, but this obviously won’t do the job and it breaks as
soon as I change it back to the correct parent.

I am at a complete loss and any help would be greatly appreciated. The
[hopefully] relevant details for my install are:

RedHat 7.2 server with 2.4.18 kernel
Request Tracker 2.0.13
Perl 5.6.1 built from source
PostgreSQL 7.2.1 database installed from official RPMs

Joe.

rt-users mailing list
rt-users@lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-users

Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm

Message: 5
Date: Mon, 29 Apr 2002 15:20:18 -0500
Subject: Re: [rt-users] Newbie trouble: keywords don’t work
Cc: rt-users@lists.fsck.com
To: Marc Hedlund marc@precipice.org
From: Joe Baldwin joe@JoeBaldwin.com

That was the problem – it works perfectly now. It’s amazing how
difficult a problem can seem to be, then how obvious it becomes once you
learn one simple detail.

Thanks a bunch!

Joe.

Are you typing in the ‘/’ after ‘OS’ manually? If so, instead you
should
type “OS” as a keyword, hit the “Add” button, then click on the word
“OS” (which is a link now), then add “Linux”, etc.

Marc Hedlund
e: marc at precipice dot org

Just tried setting levels deep to 0; no luck unfortunately.

Any other suggestions would be welcome.

Joe.

Try “up to 0 levels deep” (where 0 means "as many children as
possible).

Marc Hedlund
e: marc at precipice dot org

I am trying to make a test rt install for my company’s internal
helpdesk
usage and have one problem left of which I can find no other mention:
the keywords feature does not seem to work.

I add keywords as I understand how to do them; for example:

OS/
OS/Linux
OS/Windows
OS/Mac OS X

Then I attach keyword selections to a queue or globally; for example:

Platform - multiple - children of OS/ up to 1 levels deep

The result? Empty select boxes on the keywords page. I can get the
select boxes to kind of work by changing the children of to “-” after
initial creation, but this obviously won’t do the job and it breaks
as
soon as I change it back to the correct parent.

I am at a complete loss and any help would be greatly appreciated.
The
[hopefully] relevant details for my install are:

RedHat 7.2 server with 2.4.18 kernel
Request Tracker 2.0.13
Perl 5.6.1 built from source
PostgreSQL 7.2.1 database installed from official RPMs

Joe.

rt-users mailing list
rt-users@lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-users

Have you read the FAQ? The RT FAQ Manager lives at
http://fsck.com/rtfm

Message: 6
Date: 29 Apr 2002 16:49:15 -0400
From: “Michael K Brown” michael.k.brown@alcatel.com
To: rt-users@lists.fsck.com
charset=“iso-8859-1”
Subject: [rt-users] Anyone modify StockAnswers for use in the SelfService
page?

Hi All!

I’m trying to modify the Stock Answers contrib to make a “Stock Requests”; a
way for users creating tickets to enter pre-formatted text. I’m not having
much luck so far… I can’t seem to get it working. I’m just wondering if
anyone else has done this yet? Am I breaking new ground that makes the
hairpulling worth while? :wink:

Thanks for your time!

Mike

Michael K. Brown
Lab Technician
ATM Engineering Services - Lab Services
Tel: (613) 784-4354
michael.k.brown@alcatel.com

Message: 7
Date: Mon, 29 Apr 2002 14:04:04 -0700
From: Aaron T Porter atporter@primate.net
To: Michael K Brown michael.k.brown@alcatel.com
Cc: rt-users@lists.fsck.com
Subject: Re: [rt-users] Anyone modify StockAnswers for use in the
SelfService page?

I’m trying to modify the Stock Answers contrib to make a “Stock Requests”;
a
way for users creating tickets to enter pre-formatted text. I’m not
having
much luck so far… I can’t seem to get it working. I’m just wondering if
anyone else has done this yet? Am I breaking new ground that makes the
hairpulling worth while? :wink:

Michael, could you tell us specifically which URL you're trying to

insert the questions into? From there it should be quite simple to insert
the text.

Message: 8
From: Kevin Welch kevinw@iserv.net
To: “‘rt-users@lists.fsck.com’” rt-users@lists.fsck.com
Subject: RE: [rt-users] Anyone modify StockAnswers for use in the SelfServ
ice page?
Date: Mon, 29 Apr 2002 17:15:14 -0400
boundary=“----_=_NextPart_001_01C1EFC2.F408DD00”

This message is in MIME format. Since your mail reader does not understand
this format, some or all of this message may not be legible.

------_=_NextPart_001_01C1EFC2.F408DD00
Content-Type: text/plain

I would also like to see something with stock requests and/or required
information fields… I havent been playing with RT long, but this would be
handy for me. Is this built in, or has anyone done any work on this?

– Kevin

From: rt-users-admin@lists.fsck.com
[mailto:rt-users-admin@lists.fsck.com]On Behalf Of Aaron T Porter
Sent: Monday, April 29, 2002 5:04 PM
To: Michael K Brown
Cc: rt-users@lists.fsck.com
Subject: Re: [rt-users] Anyone modify StockAnswers for use in the
SelfService page?

I’m trying to modify the Stock Answers contrib to make a “Stock Requests”;
a
way for users creating tickets to enter pre-formatted text. I’m not
having
much luck so far… I can’t seem to get it working. I’m just wondering if
anyone else has done this yet? Am I breaking new ground that makes the
hairpulling worth while? :wink:

Michael, could you tell us specifically which URL you're trying to

insert the questions into? From there it should be quite simple to insert
the text.

rt-users mailing list
rt-users@lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-users

Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm

------_=_NextPart_001_01C1EFC2.F408DD00
Content-Type: text/html
Content-Transfer-Encoding: quoted-printable

RE: [rt-users] Anyone modify StockAnswers for use in the = SelfService page?

I would also like to see something with stock = requests and/or required information fields... I havent been playing = with RT long, but this would be handy for me.  Is this built in, = or has anyone done any work on this?

-- Kevin

-----Original Message-----
From: rt-users-admin@lists.fsck.com
[mailto:rt-users-admin@list= s.fsck.com]On Behalf Of Aaron T Porter
Sent: Monday, April 29, 2002 5:04 PM
To: Michael K Brown
Cc: rt-users@lists.fsck.com
Subject: Re: [rt-users] Anyone modify StockAnswers = for use in the
SelfService page?


On Mon, Apr 29, 2002 at 04:49:15PM -0400, Michael K = Brown wrote:
 
> I'm trying to modify the Stock Answers contrib = to make a "Stock Requests"; a
> way for users creating tickets to enter = pre-formatted text.  I'm not having
> much luck so far... I can't seem to get it = working.  I'm just wondering if
> anyone else has done this yet?  Am I = breaking new ground that makes the
> hairpulling worth while?  ;-)

        Michael, = could you tell us specifically which URL you're trying to
insert the questions into? From there it should be = quite simple to insert
the text.

_______________________________________________
rt-users mailing list
rt-users@lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-users

Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm

------_=_NextPart_001_01C1EFC2.F408DD00--

Message: 9
Date: 29 Apr 2002 17:17:40 -0400
From: “Michael K Brown” michael.k.brown@alcatel.com
To: “Aaron T Porter” atporter@primate.net
Cc: rt-users@lists.fsck.com
Subject: RE: [rt-users] Anyone modify StockAnswers for use in the
SelfService page?
charset=“iso-8859-1”

Hi Aaron!

I’ve put

<& Elements/ShowStock/Requests &>
<& /Elements/MessageBox, Name=> “Content” &>

into an otherwise unmodified Create.html copied to
/usr/local/rt2/local/WebRT/html/SelfService/

I’ve modified StockAnswers0.2 to create StockRequests in
/usr/local/rt2/local/WebRT/html/SelfService/Elements/

I’ll include the modified StockAnswers below. My problem is that I don’t
get anything into the drop down list. I’m not a programmer, so I’d
appreciate any advise you can give me!

Thanks!

Mike

<%doc>
$Id: ShowStockRequests,v 1.0 2002/04/29 15:52:33 mkbrown Exp $
</%doc>
<%args>
$Queue => “”
</%args>

Stock Requests... % $i = 0; % for (@data) { % my ($n,$t) = @$_; <% $n %> %}

<%init>

my
$templateDir=“$RT::MasonLocalComponentRoot/…/…/templates/StockRequests”;
my @templates = ();
my @data;
push (@templates, glob( $templateDir . $Queue . “/*” ))
if ($Queue && -d $templateDir . $Queue );

special case for the global directory

push (@templates, glob( $templateDir . “global/*” ))
if (-d $templateDir . “global”);
@templates = grep { !/(?:/|,v|~)$/ } @templates;

for my $n (@templates) {
open(IN,“<$n”) or next;
local $/ = “”;
my $t = join(‘’, ); $t =~ s/\n/\n/gs; $t =~ s/'/\'/gs;
$n =~ m{^.+/(.+?)/(.+?)$}; my ($dir,$name) = ($1,$2);
if ($t =~ s/^$title:\s*(.+?)\n//) { $name = $1; }
$n = “$dir:$name”;
push @data, [$n,$t];
}

</%init>

From: Aaron T Porter [mailto:atporter@primate.net]
Sent: April 29, 2002 17:04
To: Michael K Brown
Cc: rt-users@lists.fsck.com
Subject: Re: [rt-users] Anyone modify StockAnswers for use in the
SelfService page?

I’m trying to modify the Stock Answers contrib to make a “Stock Requests”;
a
way for users creating tickets to enter pre-formatted text. I’m not
having
much luck so far… I can’t seem to get it working. I’m just wondering if
anyone else has done this yet? Am I breaking new ground that makes the
hairpulling worth while? :wink:

Michael, could you tell us specifically which URL you're trying to

insert the questions into? From there it should be quite simple to insert
the text.

Message: 10
charset=“iso-8859-1”
From: Michael Grubb mgrubb@fifthvision.net
To: “Michael K Brown” michael.k.brown@alcatel.com,
rt-users@lists.fsck.com
Subject: Re: [rt-users] Anyone modify StockAnswers for use in the
SelfService page?
Date: Mon, 29 Apr 2002 15:36:44 -0600

Well, I’m the new maintainer of the StockAnswers project. I am working o=
n a=20
release of more or less a complete rewrite. I know how StockAnswers work=
s,=20
(and used to work). Basically you need to follow the same basic instruct=
ions=20
as for the Stock Answers except using Ticket/Create.html. You’ll also ne=
ed=20
to add a Name=3D"TicketCreate" to the form element of Create.html,
And in the javascript code the lines with:=20
"window.opener.document.TicketUpdate
you need to change the TicketUpdate to TicketCreate
and the UpdateContent to Content.
This should get you in the right direction.
Also make sure that your responses don’t have CR in them. The current cod=
e=20
does not handle this well. The new code will handle both CRLF and LF lin=
e=20
endings ok. Also the new code supports variable substitution.
I will be posting a new release of the code in the next day or so.

Let me know if you need further assistance,

Michael Grubb
System Administrator
R & K, Inc. (000domains.com
mgrubb@fifthvision.net
=20

Hi All!

I’m trying to modify the Stock Answers contrib to make a “Stock Request=
s”;
a way for users creating tickets to enter pre-formatted text. I’m not
having much luck so far… I can’t seem to get it working. I’m just
wondering if anyone else has done this yet? Am I breaking new ground t=
hat
makes the hairpulling worth while? :wink:

Thanks for your time!

Mike

Michael K. Brown
Lab Technician
ATM Engineering Services - Lab Services
Tel: (613) 784-4354
michael.k.brown@alcatel.com

rt-users mailing list
rt-users@lists.fsck.com
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Message: 11
From: “Matthew Watson” mwatson@office.netspace.net.au
To: “Rob Mitzel” rmitzel@peer1.net, rt-users@lists.fsck.com
Subject: RE: [rt-users] Huge Attachments.MYD file
Date: Tue, 30 Apr 2002 08:14:07 +1000
charset=“iso-8859-1”

delete tickets that contain viruses.

-----Original Message-----
From: rt-users-admin@lists.fsck.com
[mailto:rt-users-admin@lists.fsck.com]On Behalf Of Rob Mitzel
Sent: Tuesday, 30 April 2002 3:26 AM
To: rt-users@lists.fsck.com
Subject: [rt-users] Huge Attachments.MYD file

Hey everyone,

Just curious…my attachements.myd file in my mysql database is getting to
be rather huge…any ideas on pruning it to make it smaller?

Thanks!

-Rob.

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rt-users@lists.fsck.com
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Message: 12
Date: Tue, 30 Apr 2002 08:35:53 +1000
From: Phil Homewood pdh@snapgear.com
To: rt-users@lists.fsck.com
Subject: Re: [rt-users] Modify Ticket

Simon Woodward wrote:

I assume the overall kludge for this is to allow everyone to modify any
ticket … which I am not overly keen on … but is there any way to:

Nope, grant Everyone the right to ReplyToTicket.

Message: 13
charset=“iso-8859-15”
From: RT2 Troubles rt2trouble@morben.ca
To: rt-users@lists.fsck.com
Date: Mon, 29 Apr 2002 16:29:56 -0700
Subject: [rt-users] Trying to fix my problems, anyone can help me

I will probably end up installing a fresh copy of RT on a spare machine to
get this answer, but I felt I’d try the mailing list one more time.

I need to know dates/times/sizes (ls -al) of the files in the following RT
2.0.13 directory:

/usr/local/rt2/lib/RT

I need this from someone who has made no modifications to RT…

(Yes I am still trying to fix my scrips that I have been asking about for
the
last 2 months without a single reply.)

T.I.A…

– RT2 Troubles

Message: 14
charset=“iso-8859-15”
From: Michael Grubb mgrubb@fifthvision.net
To: RT2 Troubles rt2trouble@morben.ca, rt-users@lists.fsck.com
Subject: Re: [rt-users] Trying to fix my problems, anyone can help me
Date: Mon, 29 Apr 2002 17:40:55 -0600

I’m somewhat new to the list, but not to RT,
I’m sorry you haven’t recieved the response you were looking for.
If you would like you may ask your questions of me and I can see what I c=
an=20
do.
As far as dates/times/sizes of files in the rt2/lib/RT directory, what ma=
kes=20
you ask about this? (Just trying to get some background)

Regards,

-Michael

I will probably end up installing a fresh copy of RT on a spare machine=
to
get this answer, but I felt I’d try the mailing list one more time.

I need to know dates/times/sizes (ls -al) of the files in the following=
RT
2.0.13 directory:

/usr/local/rt2/lib/RT

I need this from someone who has made no modifications to RT…

(Yes I am still trying to fix my scrips that I have been asking about f=
or
the last 2 months without a single reply.)

T.I.A…

– RT2 Troubles

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Message: 15
From: “shannon pedersen” shannon@dashdog.com
To: rt-users@lists.fsck.com
Date: Mon, 29 Apr 2002 18:41:24 -0700
charset=“iso-8859-1”
Subject: [rt-users] Change initial status to “Open”

Is there a way within RT2 to change the default initial status from “New” to
“Open”? We only have a few users and it is one more step for us to have to
change the ticket to “Open” that we’d rather not have to do. I’ve looked
through several modules but am not sure where I should be looking.
Alternatively, if I create a default value in the database itself will this
be reflected in RT?

Thanks,
-shannon pedersen

rt-users mailing list
rt-users@lists.fsck.com
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End of rt-users Digest_______________________________________________
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