Hi,
I set up RT to handle emails for a new website project. All worked fine
so far. I noticed today that the timezone was still set to US/Eastern,
so I changed it to Europe/Helsinki and restarted the apache2.
Since then, the editor text input field is red when I want to reply to a
message and templates seem to not be used. The templates are still there
- I can access them from the menu.
I tried changing the timezone back with no success.
I have no idea whatsoever where to start searching for the problem. I
couldn’t even find an RT-specific log and the general apache vhost log
shows no error.
Any hints, anyone?
-Stefan
(o_ Stefan Gofferje | SCLT, MCP, CCSA
//\ Reg’d Linux User #247167 | VCP #2263
V_/_ Heckler & Koch - the original point and click interface
smime.p7s (3.98 KB)
Managed to activate logging but I don’t see anything that would explain
the problem… This log is from
Home → Click on ticket → click on “reply”
[8829] [Wed Feb 5 14:09:51 2014] [debug]: Rendering attachment #103 of
‘text/plain’ type
(/opt/rt4/share/html/Elements/ShowTransactionAttachments:182)
[8829] [Wed Feb 5 14:09:51 2014] [debug]: Rendering attachment #111 of
‘text/html’ type
(/opt/rt4/share/html/Elements/ShowTransactionAttachments:182)
[8829] [Wed Feb 5 14:09:54 2014] [debug]: About to prepare scrips for
transaction #235 (/opt/rt4/sbin/…/lib/RT/Transaction.pm:187)
[8829] [Wed Feb 5 14:09:54 2014] [debug]: Found 6 scrips for
TransactionCreate stage with applicable type(s) Correspond for txn #235
on ticket #14 (/opt/rt4/sbin/…/lib/RT/Scrips.pm:495)
[8829] [Wed Feb 5 14:09:54 2014] [info]:
rt-4.2.2-8829-1391609394-60.14-3-0@Susilauma not sending to
stefan@gofferje.net, creator of the transaction, due to NotifyActor
setting (/opt/rt4/sbin/…/lib/RT/Action/SendEmail.pm:840)
[8829] [Wed Feb 5 14:09:54 2014] [debug]: Converting ‘utf-8’ to ‘utf-8’
for text/plain - Subjectless message (/opt/rt4/sbin/…/lib/RT/I18N.pm:295)
[8829] [Wed Feb 5 14:09:54 2014] [debug]: Converting ‘utf-8’ to ‘utf-8’
for text/html - Subjectless message (/opt/rt4/sbin/…/lib/RT/I18N.pm:295)
[8829] [Wed Feb 5 14:09:54 2014] [debug]: Encode::Guess guessed
encoding: ascii (/opt/rt4/sbin/…/lib/RT/I18N.pm:595)
[8829] [Wed Feb 5 14:09:54 2014] [debug]: Encode::Guess guessed
encoding: ascii (/opt/rt4/sbin/…/lib/RT/I18N.pm:595)
[8829] [Wed Feb 5 14:09:54 2014] [debug]: Converting ‘utf-8’ to ‘utf-8’
for text/plain - Subjectless message (/opt/rt4/sbin/…/lib/RT/I18N.pm:295)
[8829] [Wed Feb 5 14:09:54 2014] [debug]: Converting ‘utf-8’ to ‘utf-8’
for text/html - Subjectless message (/opt/rt4/sbin/…/lib/RT/I18N.pm:295)
[8829] [Wed Feb 5 14:09:54 2014] [debug]: Encode::Guess guessed
encoding: ascii (/opt/rt4/sbin/…/lib/RT/I18N.pm:595)
[8829] [Wed Feb 5 14:09:54 2014] [debug]: Encode::Guess guessed
encoding: ascii (/opt/rt4/sbin/…/lib/RT/I18N.pm:595)
[8829] [Wed Feb 5 14:09:54 2014] [debug]: Converting ‘utf-8’ to ‘utf-8’
for text/plain - Subjectless message (/opt/rt4/sbin/…/lib/RT/I18N.pm:295)
[8829] [Wed Feb 5 14:09:54 2014] [debug]: Converting ‘utf-8’ to ‘utf-8’
for text/html - Subjectless message (/opt/rt4/sbin/…/lib/RT/I18N.pm:295)
[8829] [Wed Feb 5 14:09:54 2014] [debug]: Encode::Guess guessed
encoding: ascii (/opt/rt4/sbin/…/lib/RT/I18N.pm:595)
[8829] [Wed Feb 5 14:09:54 2014] [debug]: Encode::Guess guessed
encoding: ascii (/opt/rt4/sbin/…/lib/RT/I18N.pm:595)
[8829] [Wed Feb 5 14:09:54 2014] [debug]: Skipping Scrip #6 because it
didn’t Prepare (/opt/rt4/sbin/…/lib/RT/Scrips.pm:361)
[8829] [Wed Feb 5 14:09:54 2014] [debug]: Skipping Scrip #11 because it
isn’t applicable (/opt/rt4/sbin/…/lib/RT/Scrips.pm:353)
(o_ Stefan Gofferje | SCLT, MCP, CCSA
//\ Reg’d Linux User #247167 | VCP #2263
V_/_ Heckler & Koch - the original point and click interface
smime.p7s (3.98 KB)
I set up RT to handle emails for a new website project. All worked fine
so far. I noticed today that the timezone was still set to US/Eastern,
so I changed it to Europe/Helsinki and restarted the apache2.
Since then, the editor text input field is red when I want to reply to a
The editor text field has been red when writing a Reply
(Correspondence) since 4.0.0. You don’t note your version.
It’s more of a ‘yellow’ on Comments. The red is meant to indicate
that you’re writing a reply to the customer, not something internal.
You may have had a local modification that was cleared out in the
restart, it has nothing to do with the timezone.
message and templates seem to not be used. The templates are still there
- I can access them from the menu.
I tried changing the timezone back with no success.
I don’t understand your Template problem with the description here.
-kevin
The editor text field has been red when writing a Reply
(Correspondence) since 4.0.0. You don’t note your version.
It’s more of a ‘yellow’ on Comments. The red is meant to indicate
that you’re writing a reply to the customer, not something internal.
You may have had a local modification that was cleared out in the
restart, it has nothing to do with the timezone.
message and templates seem to not be used. The templates are still there
- I can access them from the menu.
I tried changing the timezone back with no success.
I don’t understand your Template problem with the description here.
Ah, sorry, I use 4.2.2
The “template problem” is that it seems there’s no template being used.
Normally, when I reply to a ticket, the original message should be
quoted. That also happened until that restart. Now when I reply to a
ticket, only what I wrote is stored in the ticket and mailed to the
requestor but no quotes of stuff before anymore.
-Stefan
(o_ Stefan Gofferje | SCLT, MCP, CCSA
//\ Reg’d Linux User #247167 | VCP #2263
V_/_ Heckler & Koch - the original point and click interface
smime.p7s (3.98 KB)
The editor text field has been red when writing a Reply
(Correspondence) since 4.0.0. You don’t note your version.
It’s more of a ‘yellow’ on Comments. The red is meant to indicate
that you’re writing a reply to the customer, not something internal.
You may have had a local modification that was cleared out in the
restart, it has nothing to do with the timezone.
message and templates seem to not be used. The templates are still there
- I can access them from the menu.
I tried changing the timezone back with no success.
I don’t understand your Template problem with the description here.
Ah, sorry, I use 4.2.2
The “template problem” is that it seems there’s no template being used.
Normally, when I reply to a ticket, the original message should be
quoted. That also happened until that restart. Now when I reply to a
ticket, only what I wrote is stored in the ticket and mailed to the
requestor but no quotes of stuff before anymore.
Did a bit more digging. So, templates do work - kinda. When I choose the
text correspondence template, I get text emails, but still, the ticket
content is not attached as it should be.
I didn’t change the template. It’s still
RT-Attach-Message: yes
{$Transaction->Content()}
By the way, when I choose “comment” instead of “reply”, I do get a white
editor window, not a yellow one.
-Stefan
(o_ Stefan Gofferje | SCLT, MCP, CCSA
//\ Reg’d Linux User #247167 | VCP #2263
V_/_ Heckler & Koch - the original point and click interface
smime.p7s (3.98 KB)
Does nobody have an idea what might be the problem? I’m really worried
that I somehow inadvertently messed up my installation and I need to get
to the bottom of this, because I need to decide if I give up on RT and
go to handling emails manually or with another system.
I have a nonprofit nature conservation website project which I worked on
for over 5 months to get it ready and I can’t go hot without a way to
handle emails.
-Stefan
(o_ Stefan Gofferje | SCLT, MCP, CCSA
//\ Reg’d Linux User #247167 | VCP #2263
V_/_ Heckler & Koch - the original point and click interfaceOn 02/05/2014 08:09 PM, Stefan Gofferje wrote:
On 02/05/2014 07:15 PM, Stefan Gofferje wrote:
On 02/05/2014 05:30 PM, Kevin Falcone wrote:
The editor text field has been red when writing a Reply
(Correspondence) since 4.0.0. You don’t note your version.
It’s more of a ‘yellow’ on Comments. The red is meant to indicate
that you’re writing a reply to the customer, not something internal.
You may have had a local modification that was cleared out in the
restart, it has nothing to do with the timezone.
message and templates seem to not be used. The templates are still there
- I can access them from the menu.
I tried changing the timezone back with no success.
I don’t understand your Template problem with the description here.
Ah, sorry, I use 4.2.2
The “template problem” is that it seems there’s no template being used.
Normally, when I reply to a ticket, the original message should be
quoted. That also happened until that restart. Now when I reply to a
ticket, only what I wrote is stored in the ticket and mailed to the
requestor but no quotes of stuff before anymore.
Did a bit more digging. So, templates do work - kinda. When I choose the
text correspondence template, I get text emails, but still, the ticket
content is not attached as it should be.
I didn’t change the template. It’s still
RT-Attach-Message: yes
{$Transaction->Content()}
By the way, when I choose “comment” instead of “reply”, I do get a white
editor window, not a yellow one.
-Stefan
smime.p7s (3.98 KB)
Does nobody have an idea what might be the problem? I’m really worried
So far you’ve described a color issue, which is not a problem, and a
Template problem which I still don’t understand.
The “template problem” is that it seems there’s no template being used.
Normally, when I reply to a ticket, the original message should be
quoted. That also happened until that restart. Now when I reply to a
ticket, only what I wrote is stored in the ticket and mailed to the
requestor but no quotes of stuff before anymore.
Did a bit more digging. So, templates do work - kinda. When I choose the
text correspondence template, I get text emails, but still, the ticket
content is not attached as it should be.
I didn’t change the template. It’s still
RT-Attach-Message: yes
{$Transaction->Content()}
The original message is only quoted if you click on Reply in the
transaction history, not Reply from the top of the page.
So far none of this sounds like an RT bug, it sounds like user error.
-kevin
Hi,
So far you’ve described a color issue, which is not a problem, and a
Template problem which I still don’t understand.
Well, the color itself wasn’t the issue. It was just that I suddenly
had a red editor field which looked like some error notification to me.
The last time I worked with RT was about 7 years ago…
The original message is only quoted if you click on Reply in the
transaction history, not Reply from the top of the page.
THAT works, thanks! Is that always like this under any circumstances or
is there a possibility that I inadvertently changed some other setting
when I changed the timezone in the config file?
So far none of this sounds like an RT bug, it sounds like user error.
Nononono!!! I didn’t mean to imply it’s an RT bug! As I wrote, I just
wanted to change the timezone and suddenly things were behaving
differently, so I was really worried that I blew up something.
Ticket system down would have been a disaster for my project now because
we want to go hot at the weekend. And wolves - and their protection - is
a VERY controversial topic here in Finland, means, we’re expecting a
flood of emails.
Thanks for the pointers!
-S
(o_ Stefan Gofferje | SCLT, MCP, CCSA
//\ Reg’d Linux User #247167 | VCP #2263
V_/_ Heckler & Koch - the original point and click interface
smime.p7s (3.98 KB)
The original message is only quoted if you click on Reply in the
transaction history, not Reply from the top of the page.
THAT works, thanks! Is that always like this under any circumstances or
is there a possibility that I inadvertently changed some other setting
when I changed the timezone in the config file?
There is no setting to control this.
-kevin