Broken attachements

Hello,

I am using Rt 3.8.4 and if user creates new ticket in QuickCreate, add some
attachements and give somebody to Cc, the attachements are broken when they
are received.

Does anybody have the same issue?

Thanks,

Z.
View this message in context: http://www.nabble.com/Broken-attachements-tp24780871p24780871.html

Hi Zodal,some more information would be helpful…

Torsten2009/8/2 Zodal zodal@centrum.cz

Hello,

I am using Rt 3.8.4 and if user creates new ticket in QuickCreate, add some
attachements and give somebody to Cc, the attachements are broken when they
are received.

Does anybody have the same issue?

Thanks,

Z.

View this message in context:
http://www.nabble.com/Broken-attachements-tp24780871p24780871.html
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MFG

Torsten Brumm

http://www.brumm.me

Hi,

it is not certain what is actually causing the problem, because it is not
the size of attachements, it is not the type of attachements, it is not the
rights. Attachements are stored OK in the system, if I try to open them in
RT it is OK, when I try to forward the message to the same email address, it
is OK.

I am using RT 3.8.4, ssmtp, MySQL 5.0.51a, Debian 5.0.2, Apache 2.2.9

What other info is needed?

Thanks,

Z.

Torsten Brumm-3 wrote:

Hi Zodal,some more information would be helpful…

Torsten

Hello,

I am using Rt 3.8.4 and if user creates new ticket in QuickCreate, add
some
attachements and give somebody to Cc, the attachements are broken when
they
are received.

Does anybody have the same issue?

Thanks,

Z.

View this message in context:
http://www.nabble.com/Broken-attachements-tp24780871p24780871.html
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MFG

Torsten Brumm

http://www.brumm.me
http://www.elektrofeld.de


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View this message in context: http://www.nabble.com/Broken-attachements-tp24780871p24786552.html

Zodal wrote:

I am using Rt 3.8.4 and if user creates new ticket in QuickCreate, add some
attachements and give somebody to Cc, the attachements are broken when they
are received.

Attachments are being broken in DB or in sent e-mail?

Agnislav Onufrijchuk
PortaOne, Inc., RT Developer
Tel: +1-866-SIP VOIP (+1 866 747 8647) ext. 7670

Meet us at ITEXPO West 2009
September 2-3, Booth 427
Los Angeles Convention Center

Hi Zodal,
what exactly means broken for you? Wriong Name? Wrong Content, no Content?

Torsten2009/8/3 Zodal zodal@centrum.cz

Hi,

it is not certain what is actually causing the problem, because it is not
the size of attachements, it is not the type of attachements, it is not the
rights. Attachements are stored OK in the system, if I try to open them in
RT it is OK, when I try to forward the message to the same email address,
it
is OK.

I am using RT 3.8.4, ssmtp, MySQL 5.0.51a, Debian 5.0.2, Apache 2.2.9

What other info is needed?

Thanks,

Z.

Torsten Brumm-3 wrote:

Hi Zodal,some more information would be helpful…

Torsten

2009/8/2 Zodal zodal@centrum.cz

Hello,

I am using Rt 3.8.4 and if user creates new ticket in QuickCreate, add
some
attachements and give somebody to Cc, the attachements are broken when
they
are received.

Does anybody have the same issue?

Thanks,

Z.

View this message in context:
http://www.nabble.com/Broken-attachements-tp24780871p24780871.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.


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Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

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Buy a copy at http://rtbook.bestpractical.com


MFG

Torsten Brumm

http://www.brumm.me
http://www.elektrofeld.de


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MFG

Torsten Brumm

http://www.brumm.me

I wanted to kas of this is just my setup or is it normal… When a requestor
senda a reply to a correspond, his reply is entered in the ticket (ok) and
the admincc and owner get a copy of it (as per scrips) but the weird thing
is that the requestor also gets a copy of his own reply… Is this
normal?

I have a scrip that says send a copy of corresponds to the admincc, owner
and requester, without it, the requester never gets anything.

What am I doing wrong?

  • Anton Krall:

I wanted to kas of this is just my setup or is it normal… When a
requestor senda a reply to a correspond, his reply is entered in the
ticket (ok) and the admincc and owner get a copy of it (as per
scrips) but the weird thing is that the requestor also gets a copy
of his own reply… Is this normal?

This is normal. If you want to change it, there is a contributed
condition called AnyTransactionSource which you can use to make your
scrip conditional on the rights of the transaction creator.
Typically, you only want to send out mail when the transaction creator
has ModifyTicket rights on the ticket.

The AnyTransactionSource condition should work with current RT,
perhaps with minor changes.

Florian Weimer fweimer@bfk.de
BFK edv-consulting GmbH http://www.bfk.de/
Kriegsstraße 100 tel: +49-721-96201-1
D-76133 Karlsruhe fax: +49-721-96201-99

But doesnt the requester need to have modifyticket rights in order to append
responds to a ticket via mail?

That was one of my problems regarding rights… I wasnt sure which rights
the requester has to have in order to reopen a ticket… I know he has to
have createticket rights to create one … But after that… Dont know

Also global rights, group right and personal rights… I made a group X who
has some members… I was struggling with which rifhts the members would
need to have in order to add, etc, saved searches, dashboards, etc… Do I
need to change their global rights, groups ones or personal ones… :slight_smile:

Quite configurable :slight_smile:

  • Anton Krall:

But doesnt the requester need to have modifyticket rights in order to append
responds to a ticket via mail?

No, there are separate rights for that.

Florian Weimer fweimer@bfk.de
BFK edv-consulting GmbH http://www.bfk.de/
Kriegsstraße 100 tel: +49-721-96201-1
D-76133 Karlsruhe fax: +49-721-96201-99

Which one should I use in order to let a requester append comments via email
to his ticket?

  • Anton Krall:

Which one should I use in order to let a requester append comments via email
to his ticket?

CommentOnTicket (and presumably ReplyToTicket, too).

Florian Weimer fweimer@bfk.de
BFK edv-consulting GmbH http://www.bfk.de/
Kriegsstraße 100 tel: +49-721-96201-1
D-76133 Karlsruhe fax: +49-721-96201-99

I have a scrip that says send a copy of corresponds to the admincc, owner
and requester, without it, the requester never gets anything.

Well, that explains why he is getting the copy. You told RT to send it to
him. If you do not wish the requestor to receive copies, do not tell RT to
notify him.

And that would go in group Everyone right?

And that would go in group Everyone right?

That can go to Everyone, but I would be more likely to use Requestor.

And that would go in group Everyone right?

That can go to Everyone, but I would be more likely to use Requestor.

But this will lead to errors when the requestor changes email
addresses in the middle of a ticket.

Florian Weimer fweimer@bfk.de
BFK edv-consulting GmbH http://www.bfk.de/
Kriegsstraße 100 tel: +49-721-96201-1
D-76133 Karlsruhe fax: +49-721-96201-99

Hi,

the content is broken and cannot be opened (for example PDF says that file
is damaged), sometimes the size of the file is the same, sometimes it is
smaller. This only happens if i give the Cc when creating ticket. The
content is OK in database and can be accessed via RT.

Thanks,

Z.

Hi Zodal,
what exactly means broken for you? Wriong Name? Wrong Content, no Content?

Torsten2009/8/3 Zodal zodal@centrum.cz

View this message in context: http://www.nabble.com/Broken-attachements-tp24780871p24790286.html

What I meant was that I have a scrip that send notifications for admincc,
another for requesters… But if I desibale the ones for requesters, they
dont get any respond at all… Even the ones admincc or owners are supposed
to send to them… Disabled that scrip cripples all communication with
requesters… So thats what puzzled me… Is it either all or nothing? I
mean… If enabled… Owners can send responds to requesters but when a
requesters answers that email… They (the requesters) get a copy of their on
answer on their email a few seconds later… Thats weird… They are the
ones that wrote it… Why should they get a copy :slight_smile:

Ah! Didnt see that one… Wow… RT has a lot of rights available and
profiles :slight_smile:

What I meant was that I have a scrip that send notifications for admincc,
another for requesters… But if I desibale the ones for requesters, they
dont get any respond at all… Even the ones admincc or owners are supposed
to send to them… Disabled that scrip cripples all communication with
requesters… So thats what puzzled me… Is it either all or nothing? I
mean… If enabled… Owners can send responds to requesters but when a
requesters answers that email… They (the requesters) get a copy of their on
answer on their email a few seconds later… Thats weird… They are the
ones that wrote it… Why should they get a copy :slight_smile:

$NotifyActor in RT_SiteConfig.pm then

Thats the spot!!!

I had it at 1…

Thx a lot!!! Damn I love RT… Its so configurable…