New ticket statuses

Hello RT users list. We have a management request to add two new ticket
statuses to the RT default ticket statuses. Research indicates that altering
the array at the bottom of the RT-Siteconfig file in rt3/etc will add the
statuses after following some procedure to rebuild RT. My manager
recommended subscribing to the user list and asking what the recommended
procedure is, in order to avoid, as he put it, the sixth circle of the
damned where you are running three broken versions of the application on
different servers. In light of that it would be brilliant if someone could
tell me A) whether RT must be completely rebuilt after this change is made,
and B) the actual steps for changing either the names of existing statuses
or adding new statuses. Thanks RT-users!

RT is working fine but following the docs and trying to pipe to an alias is
disabled by default in Exim4. Can anyone point me in the direction to make
this work?

Elliott Franklin

Texas State University - San Marcos

Rt 3.4.1From: Mai Le [mailto:mle@Niku.com]
Sent: Wednesday, July 27, 2005 12:24 PM
To: Joseph Hammerman; rt-users@lists.bestpractical.com
Subject: RE: [rt-users] New ticket statuses

What version of RT are you running ?

From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Joseph
Hammerman
Sent: Wednesday, July 27, 2005 10:52 AM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] New ticket statuses

Hello RT users list. We have a management request to add two new ticket
statuses to the RT default ticket statuses. Research indicates that altering
the array at the bottom of the RT-Siteconfig file in rt3/etc will add the
statuses after following some procedure to rebuild RT. My manager
recommended subscribing to the user list and asking what the recommended
procedure is, in order to avoid, as he put it, the sixth circle of the
damned where you are running three broken versions of the application on
different servers. In light of that it would be brilliant if someone could
tell me A) whether RT must be completely rebuilt after this change is made,
and B) the actual steps for changing either the names of existing statuses
or adding new statuses. Thanks RT-users!

CONFIDENTIALITY NOTICE: The information contained in this message and or
attachments is intended only for the person or entity to which it is
addressed and may contain confidential and/or privileged material. Any
review, retransmission, dissemination, copying, or other use of this
information by persons or entities other than the intended recipient is
prohibited. If you received this e-mail or its attachments in error, please
contact the sender and delete the material from any system and destroy any
copies.

If you get this figured out please share. Currently running into same
problem on a Debian install of RTOn Wed, 2005-07-27 at 14:37 -0500, IT Security wrote:

RT is working fine but following the docs and trying to pipe to an
alias is disabled by default in Exim4. Can anyone point me in the
direction to make this work?

Elliott Franklin

Texas State University - San Marcos


http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Be sure to check out the RT Wiki at http://wiki.bestpractical.com

From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf
Of Joseph Hammerman
Sent: Wednesday, July 27, 2005 10:52 AM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] New ticket statuses

Hello RT users list. We have a management request to add two new ticket
statuses to the RT default ticket statuses. Research indicates that altering
the array at the bottom of the RT-Siteconfig file in rt3/etc will add the
statuses after following some procedure to rebuild RT. My manager
recommended subscribing to the user list and asking what the recommended
procedure is, in order to avoid, as he put it, the sixth circle of the
damned where you are running three broken versions of the application on
different servers. In light of that it would be brilliant if someone could
tell me A) whether RT must be completely rebuilt after this change is made,
no, you shouldn’t rebuild RT. Restart web server everytime you change configs.

and B) the actual steps for changing either the names of existing statuses
or adding new statuses. Thanks RT-users!
Deleting or changing core RT statuses is very bad idea, if you want
add some statuses it’s ok.

Best regards, Ruslan.

Edit your RT_Siteconfig.pm

Scroll down and edit

@ActiveStatus = qw(new open stalled) unless @ActiveStatus;
@InactiveStatus = qw(resolved rejected deleted) unless @InactiveStatus;

You can add any other options here.
Note: the status is restricted to 10 characters only. If your status is
longer than 10 characters, it will still show up but you will see errors
when trying to save the status.From: Joseph Hammerman [mailto:jhammerman@idetic.com]
Sent: Wednesday, July 27, 2005 12:46 PM
To: Mai Le
Cc: rt-users@lists.bestpractical.com
Subject: RE: [rt-users] New ticket statuses

Rt 3.4.1

From: Mai Le [mailto:mle@Niku.com]
Sent: Wednesday, July 27, 2005 12:24 PM
To: Joseph Hammerman; rt-users@lists.bestpractical.com
Subject: RE: [rt-users] New ticket statuses

What version of RT are you running ?

From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Joseph
Hammerman
Sent: Wednesday, July 27, 2005 10:52 AM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] New ticket statuses

Hello RT users list. We have a management request to add two new ticket
statuses to the RT default ticket statuses. Research indicates that
altering the array at the bottom of the RT-Siteconfig file in rt3/etc
will add the statuses after following some procedure to rebuild RT. My
manager recommended subscribing to the user list and asking what the
recommended procedure is, in order to avoid, as he put it, the sixth
circle of the damned where you are running three broken versions of the
application on different servers. In light of that it would be brilliant
if someone could tell me A) whether RT must be completely rebuilt after
this change is made, and B) the actual steps for changing either the
names of existing statuses or adding new statuses. Thanks RT-users!

CONFIDENTIALITY NOTICE: The information contained in this message and or
attachments is intended only for the person or entity to which it is
addressed and may contain confidential and/or privileged material. Any
review, retransmission, dissemination, copying, or other use of this
information by persons or entities other than the intended recipient is
prohibited. If you received this e-mail or its attachments in error,
please contact the sender and delete the material from any system and
destroy any copies.

CONFIDENTIALITY NOTICE: The information contained in this message and
or attachments is intended only for the person or entity to which it is
addressed and may contain confidential and/or privileged material. Any
review, retransmission, dissemination, copying, or other use of this
information by persons or entities other than the intended recipient is
prohibited. If you received this e-mail or its attachments in error,
please contact the sender and delete the material from any system and
destroy any copies.

Joseph Hammerman wrote:

application on different servers. In light of that it would be brilliant
if someone could tell me A) whether RT must be completely rebuilt after
this change is made, and B) the actual steps for changing either the
names of existing statuses or adding new statuses. Thanks RT-users!

I think you’ll just need to restart the web server.

I would suggest, if you wish to avoid possible namespace collisions with new
RT status values in the future, that you name any site-specific status
values with a name scheme like:

{ORG}_{status}   or X-{status}

e.g.
BoffCo_ExtraCrunchy
X-critical

( I haven’t run across any documented - or not - recommended naming scheme
for site-specific status values. It’d be nice if bestpractical would define
one)

I personally would like to see some new official status values come into
being. For example, i don’t think “Open” is a sufficiently strong indicator
of what to tag a message you have resolved for which a user is responding
(presumably because they don’t believe the issue is resolved).

Something like “reopened” so it’s immediately flagged as being different
than a normal open or new message. (a previous helpdesk app i used to use
would tag such messages as “PENDING DATA” (not exactly the right wording,
but it flagged the messages).

–stephen
Stephen Dowdy - Systems Administrator - NCAR/RAP
303.497.2869 - sdowdy@ucar.edu - http://www.rap.ucar.edu/~sdowdy/

What version of RT are you running ?From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Joseph
Hammerman
Sent: Wednesday, July 27, 2005 10:52 AM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] New ticket statuses

Hello RT users list. We have a management request to add two new ticket
statuses to the RT default ticket statuses. Research indicates that
altering the array at the bottom of the RT-Siteconfig file in rt3/etc
will add the statuses after following some procedure to rebuild RT. My
manager recommended subscribing to the user list and asking what the
recommended procedure is, in order to avoid, as he put it, the sixth
circle of the damned where you are running three broken versions of the
application on different servers. In light of that it would be brilliant
if someone could tell me A) whether RT must be completely rebuilt after
this change is made, and B) the actual steps for changing either the
names of existing statuses or adding new statuses. Thanks RT-users!

CONFIDENTIALITY NOTICE: The information contained in this message and
or attachments is intended only for the person or entity to which it is
addressed and may contain confidential and/or privileged material. Any
review, retransmission, dissemination, copying, or other use of this
information by persons or entities other than the intended recipient is
prohibited. If you received this e-mail or its attachments in error,
please contact the sender and delete the material from any system and
destroy any copies.

RT is working fine but following the docs and trying to pipe to an alias
is disabled by default in Exim4. Can anyone point me in the direction
to make this work?

Here’s how I fixed it on my Debian system:

apt-get install postfix

:wink:

– Asheesh.

A student who changes the course of history is probably taking an exam.

  • On 27/07/05 16:34 -0400, Asheesh Laroia wrote:

RT is working fine but following the docs and trying to pipe to an alias
is disabled by default in Exim4. Can anyone point me in the direction
to make this work?

Here’s how I fixed it on my Debian system:

apt-get install postfix

:wink:

What makes you to take pride in wasting bandwidth with nonsense?

    cheers
   - wash 

Odhiambo Washington . WANANCHI ONLINE LTD (Nairobi, KE) |
wash () WANANCHI ! com . 1ere Etage, Loita Hse, Loita St., |
GSM: (+254) 722 743 223 . # 10286, 00100 NAIROBI |
GSM: (+254) 733 744 121 . (+254) 020 313 985 - 9 |
“Oh My God! They killed init! You Bastards!”
–from a /. post

Is this an easier solution? When I installed Debian it picked exim4 as
the MTA. I take it then I should split the files up into smaller files
then instead of the large ones?On Wed, 2005-07-27 at 16:34 -0400, Asheesh Laroia wrote:

On Wed, 27 Jul 2005, IT Security wrote:

RT is working fine but following the docs and trying to pipe to an alias
is disabled by default in Exim4. Can anyone point me in the direction
to make this work?

Here’s how I fixed it on my Debian system:

apt-get install postfix

:wink:

– Asheesh.

  • On 27/07/05 15:48 -0400, Jonathan Jesse wrote:

If you get this figured out please share. Currently running into same
problem on a Debian install of RT

RT is working fine but following the docs and trying to pipe to an
alias is disabled by default in Exim4. Can anyone point me in the
direction to make this work?

Elliott Franklin

Texas State University - San Marcos

I worked with Marc Haber to get RT to run transparently with Exim4,
without the need for aliases.
I don’t use Debian (perhaps never will) but the solution is part of
those Debian “bugs” ,which are never bugs as we know them.

If that solution does not work for you, then none will :wink:

Here it is:

http://bugs.debian.org/cgi-bin/bugreport.cgi?bug=229052

You are encouraged to read and apply the bottom section of this “bug”,
from where the word “Odhiambo” is mentioned…

Define the MACROS, then use the router and transport as per Debian.

    cheers
   - wash 

Odhiambo Washington . WANANCHI ONLINE LTD (Nairobi, KE) |
wash () WANANCHI ! com . 1ere Etage, Loita Hse, Loita St., |
GSM: (+254) 722 743 223 . # 10286, 00100 NAIROBI |
GSM: (+254) 733 744 121 . (+254) 020 313 985 - 9 |
“Oh My God! They killed init! You Bastards!”
–from a /. post

Adding a new status is easy, no rebuild necessary. I added a tocustomer
status by changing etc/RT_SiteConfig.pm to
@ActiveStatus = qw(new open stalled) unless @ActiveStatus;
@InactiveStatus = qw(tocustomer resolved rejected deleted) unless
@InactiveStatus;

and restarting apache. I imagine changing the existing statuses is a
bigger deal and requires a rebuild, because the warning:

WARNING. DO NOT DELETE ANY OF THE DEFAULT STATUSES. If you do, RT

will break horribly.

but I’ve never done that part.

Anne

Joseph Hammerman wrote:

Is this an easier solution? When I installed Debian it picked exim4 as
the MTA.

I already have experience administering a Postfix mail server, so for me
it was easier.

I take it then I should split the files up into smaller files
then instead of the large ones?

You’re talking about the Debian option to have Exim4’s configuration be in
lots of little files vs. one big one? I personally prefer the one big
one; I find it easier to search through. Others will have their own
preferences of course.

If you switch mail serving to Postfix, Postfix won’t use your exim4
configuration. So for me, it didn’t matter how I answered the that Debian
option.

If you have a big complicated mail setup on the RT server already, you
might want to avoid switching, of course. You could also try Odhiambo
Washington’s suggestion of following
http://bugs.debian.org/cgi-bin/bugreport.cgi?bug=229052 , which has the
advantage of looking a lot like “The Right Way”. For me, postfix was
faster to configure for RT, and if you don’t have effort already invested
in exim4, I imagine it will be faster for you, too.

– Asheesh.

“Confound these ancestors… They’ve stolen our best ideas!”

  • Ben Jonson

I actually did what Asheesh suggested (removed Exim4 and installed postfix)
and it was quick and easy and fixed the problem.

Thanks!

ElliottFrom: Jonathan Jesse [mailto:jjesse@ftpb.com]
Sent: Wednesday, July 27, 2005 4:02 PM
To: Asheesh Laroia
Cc: IT Security; rt-users@lists.bestpractical.com
Subject: Re: [rt-users] RT-Mailgate + Debian + Exim4

Is this an easier solution? When I installed Debian it picked exim4 as
the MTA. I take it then I should split the files up into smaller files
then instead of the large ones?