Reply address from RT

I have the new install of RT. When a new ticket is created, we get a
response from RT which has a reply-to field set as 'fdsfds@… ; can anyone
tell where this setting is comming from?

In the RT_SiteConfig file we have set the correspondAddress as follows.
Set($CorrespondAddress, ‘rt@cs.sunysb.edu’);
where and what should we change in order to fix 'fdsfds@… to rt@…

Below is the sample of email received from RT. fdsfds@www2 should be rt@
cs.sunysb.eduFrom: The default queue via RT [mailto:fdsfds@www2.cs.sunysb.edu]
Sent: Thursday, June 25, 2009 2:16 PM
To: ha@cs.sunysb.edu
Subject: [CS_Department #9] AutoReply: whitelist request

Greetings,

This message has been automatically generated in response to the

creation of a trouble ticket regarding:

  "whitelist request",

a summary of which appears below.

There is no need to reply to this message right now. Your ticket has been

assigned an ID of [CS_Department #9].

Please include the string:

     [CS_Department #9]

in the subject line of all future correspondence about this issue. To do so,

you may reply to this message.

                    Thank you,

                    fdsfds

testwreq wreq wrote, On 6/26/09 11:23 AM:

I have the new install of RT. When a new ticket is created, we get a
response from RT which has a reply-to field set as 'fdsfds@… ; can
anyone tell where this setting is comming from?
In the RT_SiteConfig file we have set the correspondAddress as follows.
Set($CorrespondAddress, ‘rt@cs.sunysb.edu’ mailto:‘rt@cs.sunysb.edu’);
where and what should we change in order to fix 'fdsfds@… to rt@…
Below is the sample of email received from RT. fdsfds@www2
mailto:fdsfds@www2 should be rt@ cs.sunysb.edu mailto:rt@cs.sunysb.edu
From: The default queue via RT [mailto:fdsfds@www2.cs.sunysb.edu
mailto:fdsfds@www2.cs.sunysb.edu]
Sent: Thursday, June 25, 2009 2:16 PM
To: ha@cs.sunysb.edu mailto:ha@cs.sunysb.edu
Subject: [CS_Department #9] AutoReply: whitelist request

It appears that you either are using a pre-3.8 RT with RTx::BrandedQueues or
3.8.x and have set up a “Subject Tag” (CS-Department) and "Reply Address"
for the default queue. Remove the Reply Address in the queue configuration,
and you should get the default address (i.e. whatever RT_SiteConfig.pm sets)

Hi All,

I have rt-3.8.4 and rtfm-2.4.2 installed on a linux system. When an
unprivileged users does a search for an article s/he sees them, but when
these articles are clicked on, they don’t see the link for the content
of any article. My privileged users don’t have this problem! They can
search and see the articles and links! I’ve set the group rights on
global and class level in rtfm to: See Class, ShowArticle, and
ShowArticleHistory for Everyone and Unprivileged users. Any Ideas?

Many thanks in advance,
Hossein Rafighi

_____ _____ _____ _ _ _ _ ____ Hossein Rafighi
|_ || _ \ | || | | || _/ || __|TRIUMF, 4004 Wesbrook Mall
| | | |
| ) | | | | | || || |__ Vancouver BC, Canada, V6T 2A3
| | | _ / | | | _/ || _/ || |Voice: (604) 222-1047
| | | | \ \ | | | || | | || | Fax: (604) 222-1074
|| || _|
_| _/ || |||_| Website: http://www.triumf.ca

Does anyone on this list know the answer? Why the contents of articles
are not hyper linked for non-privileged users, but they are for
privileged ones?

There is a 100K Karma point for whoever has the answer.

Hossein

Hossein Rafighi wrote:

Hi All,

I have rt-3.8.4 and rtfm-2.4.2 installed on a linux system. When an
unprivileged users does a search for an article s/he sees them, but when
these articles are clicked on, they don’t see the link for the content
of any article. My privileged users don’t have this problem! They can
search and see the articles and links! I’ve set the group rights on
global and class level in rtfm to: See Class, ShowArticle, and
ShowArticleHistory for Everyone and Unprivileged users. Any Ideas?

Many thanks in advance,
Hossein Rafighi

_____ _____ _____ _ _ _ _ ____ Hossein Rafighi
|_ || _ \ | || | | || _/ || __|TRIUMF, 4004 Wesbrook Mall
| | | |
| ) | | | | | || || |__ Vancouver BC, Canada, V6T 2A3
| | | _ / | | | _/ || _/ || |Voice: (604) 222-1047
| | | | \ \ | | | || | | || | Fax: (604) 222-1074
|| || _|
_| _/ || |||_| Website: http://www.triumf.ca

I have rt-3.8.4 and rtfm-2.4.2 installed on a linux system. When an
unprivileged users does a search for an article s/he sees them, but
when
these articles are clicked on, they don’t see the link for the content
of any article. My privileged users don’t have this problem! They can
search and see the articles and links! I’ve set the group rights on
global and class level in rtfm to: See Class, ShowArticle, and
ShowArticleHistory for Everyone and Unprivileged users. Any Ideas?

You don’t say what your rights for the Custom Fields that contain
the article contents are

-kevin

Sorry. At global level my group rights for Unprivileged, Privileged, and
Everyone is:
SeeClass, SeeCustomField, and ShowArticle

Hossein

Kevin Falcone wrote:> On Jul 3, 2009, at 1:33 PM, Hossein Rafighi wrote:

I have rt-3.8.4 and rtfm-2.4.2 installed on a linux system. When an
unprivileged users does a search for an article s/he sees them, but
when
these articles are clicked on, they don’t see the link for the content
of any article. My privileged users don’t have this problem! They can
search and see the articles and links! I’ve set the group rights on
global and class level in rtfm to: See Class, ShowArticle, and
ShowArticleHistory for Everyone and Unprivileged users. Any Ideas?

You don’t say what your rights for the Custom Fields that contain
the article contents are

-kevin


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

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

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

_____ _____ _____ _ _ _ _ ____ Hossein Rafighi
|_ || _ \ | || | | || _/ || __|TRIUMF, 4004 Wesbrook Mall
| | | |
| ) | | | | | || || |__ Vancouver BC, Canada, V6T 2A3
| | | _ / | | | _/ || _/ || |Voice: (604) 222-1047
| | | | \ \ | | | || | | || | Fax: (604) 222-1074
|| || _|
_| _/ || |||_| Website: http://www.triumf.ca

Hi Kevin,
I am not sure if this is related to my problem, but when a privileged
user does a mouse over on an article the url reads:
https://mydomain.ca/RTFM/Article/Display.html?id=## but when an
un-privileged user does the mouse over on the same article s/he sees a
different directory
https://mydomain.ca/SelfService/Article/Display.html?id=##

Cheers,
Hossein

Hossein Rafighi wrote:

Sorry. At global level my group rights for Unprivileged, Privileged, and
Everyone is:
SeeClass, SeeCustomField, and ShowArticle

Hossein

Kevin Falcone wrote:

I have rt-3.8.4 and rtfm-2.4.2 installed on a linux system. When an
unprivileged users does a search for an article s/he sees them, but
when
these articles are clicked on, they don’t see the link for the content
of any article. My privileged users don’t have this problem! They can
search and see the articles and links! I’ve set the group rights on
global and class level in rtfm to: See Class, ShowArticle, and
ShowArticleHistory for Everyone and Unprivileged users. Any Ideas?

You don’t say what your rights for the Custom Fields that contain
the article contents are

-kevin


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

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

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

_____ _____ _____ _ _ _ _ ____ Hossein Rafighi
|_ || _ \ | || | | || _/ || __|TRIUMF, 4004 Wesbrook Mall
| | | |
| ) | | | | | || || |__ Vancouver BC, Canada, V6T 2A3
| | | _ / | | | _/ || _/ || |Voice: (604) 222-1047
| | | | \ \ | | | || | | || | Fax: (604) 222-1074
|| || _|
_| _/ || |||_| Website: http://www.triumf.ca

Hi Kevin,
I am not sure if this is related to my problem, but when a privileged
user does a mouse over on an article the url reads:
https://mydomain.ca/RTFM/Article/Display.html?id=## but when an
un-privileged user does the mouse over on the same article s/he sees a
different directory
https://mydomain.ca/SelfService/Article/Display.html?id=##

I’m confused. I thought your problem was that your Unprivileged
users didn’t see Article contents.
Now it sounds like the problem is something else?

The SelfService version of the Article Display is not identical
to the privileged display. You can compare
local/plugins/RT-FM/html/SelfService/Article/Dispaly.html
to
local/plugins/RT-FM/html/RTFM/Article/Dispaly.html

to see what is skipped.

If you’d like to add data back in, do a local overlay of the
template or send a patch to add a callback and use the callback to add
data.

-kevin

If an unprivileged user does a search for articles they can find them,
but those articles don’t show the “Referred to by” links, and therefore
these users can’t see the body/contents of articles. Privileged users
can see the “Referred to by” and can click on the link and read the
contents. Do I make sense?

Cheers,
Hossein

Kevin Falcone wrote:> On Mon, Jul 06, 2009 at 03:07:54PM -0700, Hossein Rafighi wrote:

Hi Kevin,
I am not sure if this is related to my problem, but when a privileged
user does a mouse over on an article the url reads:
https://mydomain.ca/RTFM/Article/Display.html?id=## but when an
un-privileged user does the mouse over on the same article s/he sees a
different directory
https://mydomain.ca/SelfService/Article/Display.html?id=##

I’m confused. I thought your problem was that your Unprivileged
users didn’t see Article contents.
Now it sounds like the problem is something else?

The SelfService version of the Article Display is not identical
to the privileged display. You can compare
local/plugins/RT-FM/html/SelfService/Article/Dispaly.html
to
local/plugins/RT-FM/html/RTFM/Article/Dispaly.html

to see what is skipped.

If you’d like to add data back in, do a local overlay of the
template or send a patch to add a callback and use the callback to add
data.

-kevin

these articles are clicked on, they don’t see the link for the content
of any article. My privileged users don’t have this problem! They can
search and see the articles and links! I’ve set the group rights on
global and class level in rtfm to: See Class, ShowArticle, and
ShowArticleHistory for Everyone and Unprivileged users. Any Ideas?


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

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

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

_____ _____ _____ _ _ _ _ ____ Hossein Rafighi
|_ || _ \ | || | | || _/ || __|TRIUMF, 4004 Wesbrook Mall
| | | |
| ) | | | | | || || |__ Vancouver BC, Canada, V6T 2A3
| | | _ / | | | _/ || _/ || |Voice: (604) 222-1047
| | | | \ \ | | | || | | || | Fax: (604) 222-1074
|| || _|
_| _/ || |||_| Website: http://www.triumf.ca

If an unprivileged user does a search for articles they can find them,
but those articles don’t show the “Referred to by” links, and therefore
these users can’t see the body/contents of articles. Privileged users
can see the “Referred to by” and can click on the link and read the
contents. Do I make sense?

I think this is a terminology problem.
Links are not Content
Links are either automatically generated to tickets
that used the RTFM Article or to other things that you’ve
manually linked.

The Content of an Article is stored in Custom Fields
which in the Self Service UI are displayed below the
Name and the Summary.

If you need to see Links in SelfService, you’ll have to
follow the directions from my previous mail and either
overlay Article/Display.html or create a callback
and use that (and send a patch to have the callback
make it into core)

-kevin

Many thanks. I did as per your suggestion. All worked okay yesterday.
But today, when I search for Articles I receive: “Error loading
"http://abcd.ca”:Moved Permanently.

Any Ideas?
Hossein

Kevin Falcone wrote:> On Wed, Jul 08, 2009 at 09:59:17AM -0700, Hossein Rafighi wrote:

If an unprivileged user does a search for articles they can find them,
but those articles don’t show the “Referred to by” links, and therefore
these users can’t see the body/contents of articles. Privileged users
can see the “Referred to by” and can click on the link and read the
contents. Do I make sense?

I think this is a terminology problem.
Links are not Content
Links are either automatically generated to tickets
that used the RTFM Article or to other things that you’ve
manually linked.

The Content of an Article is stored in Custom Fields
which in the Self Service UI are displayed below the
Name and the Summary.

If you need to see Links in SelfService, you’ll have to
follow the directions from my previous mail and either
overlay Article/Display.html or create a callback
and use that (and send a patch to have the callback
make it into core)

-kevin


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

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

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

_____ _____ _____ _ _ _ _ ____ Hossein Rafighi
|_ || _ \ | || | | || _/ || __|TRIUMF, 4004 Wesbrook Mall
| | | |
| ) | | | | | || || |__ Vancouver BC, Canada, V6T 2A3
| | | _ / | | | _/ || _/ || |Voice: (604) 222-1047
| | | | \ \ | | | || | | || | Fax: (604) 222-1074
|| || _|
_| _/ || |||_| Website: http://www.triumf.ca