Stay on home after take (Ryan Hardester)

I use Firefox (but you could do it in ie7 too). I middle click on the
take link and it opens in a tab in the background. The I move on to the
other tickets and either revisit the tabs or close them as needed. Not
a perfect solution, but it gives me the option of opening up for
immediate action or just grabbing them out of the queue for later.

JoshuaFrom: rt-users-bounces@lists.bestpractical.com
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rt-users-request@lists.bestpractical.com
Sent: Monday, July 28, 2008 2:42 PM
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Subject: RT-Users Digest, Vol 52, Issue 81

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Today’s Topics:

  1. Troubleshooting permission denied emails? (John Arends)
  2. Re: Username at RT login not matching Ticket sent via e-mail
    (Jorge Aldana)
  3. Stay on home after take (Ryan Hardester)
  4. Re: Username at RT login not matching Ticket sent via e-mail
    (Micah Gersten)
  5. Re: RT3.8 upgrade: forcing ascii email addresses? (Ruslan Zakirov)
  6. Add comment to ticket from Scrip? (Jean-Sebastien Morisset)
  7. Re: Add a “Delete” link to Newest Unowned list (Ruslan Zakirov)
  8. Re: Mysql upgrading to RT3.8 gives you garbled UTF8 text
    (Mathieu Longtin)

Message: 1
Date: Mon, 28 Jul 2008 13:50:28 -0500
From: John Arends jarends@illinois.edu
Subject: [rt-users] Troubleshooting permission denied emails?
To: rt-users@lists.bestpractical.com
Message-ID: 488E14F4.5020608@illinois.edu
Content-Type: text/plain; charset=ISO-8859-1; format=flowed

Can anyone offer any guidance to troubleshooting permission denied
emails? Is there a way to see what triggered the denial?

Some of our queues have incoming email addresses where our customers
send us messages. Other queues are for internal use only by our group.
We create project tickets in those queues, and sometimes transfer
incoming emails to these queues.

In all of our queues (whether they have incoming email addresses or not)

we have ReplyToTicket and CreateTicket rights assigned to ‘Everyone’

In this particular case a ticket was created in a queue that does not
accept email, but ‘Everyone’ has rights to create or reply to tickets.

After creating the ticket, a sysadmin in our group replied to the ticket

and CC’ed a user in that reply (note, not a ticket CC, but just a CC to
someone on the reply).

When the person who got the CC replied, she then received a permission
denied message.

I don’t understand why this would be since 'Everyone" can create or
reply to tickets in this queue.

I checked, and no RT user was created based on the person emailing in.
The message just got rejected.

Message: 2
Date: Mon, 28 Jul 2008 11:53:46 -0700 (PDT)
From: Jorge Aldana jorge@salk.edu
Subject: Re: [rt-users] Username at RT login not matching Ticket sent
via e-mail
To: John Arends jarends@illinois.edu
Cc: rt-users@lists.bestpractical.com
Message-ID: alpine.DEB.1.10.0807281149020.18633@merckx.snl.salk.edu
Content-Type: TEXT/PLAIN; charset=US-ASCII; format=flowed

Well users login with username and the ticket is sent in via e-mail as
username@email.com so yes there’s two accounts.

Does RT allow for users to login via username@email.com? Or is there a
scrip to
alter the tickets to set it to username instead of username@email.com as

requester when tickets are created? Or force users to login as
username@email.com?

I’m still fishing through the doc’s and learning RT so don’t quite know
where
the tweaking can take place for this. Any guide or pointing to guides if
anyone
can.

Thanks,

Jorge

Do their usernames have the proper email address? Or do you end up
with
2 accounts per person? If the account a user logs in with is not the
same as the account created when the email is sent in, then the user
won’t be able to see the tickets from the other account because you
will
have essentially two accounts.

Jorge Aldana wrote:

Hello All,

As users send tickets via e-mail their tickets are Requester set to
username@email.com but at login they are username and as username
cannot see

their e-mailed tickets within the RT website. Is there a way to set
it so

logging in users can see their e-mailed tickets? A scrip or config? I
just was

moved to running our RT so I’m still fishing through the config’s and
setup.

Thanks,

Jorge


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Message: 3
Date: Mon, 28 Jul 2008 11:58:43 -0700
From: “Ryan Hardester” Ryan.Hardester@ci.tracy.ca.us
Subject: [rt-users] Stay on home after take
To: rt-users@lists.bestpractical.com
Message-ID: C23607832EE71A49971DC8FCBF83B39F32347B@MAIL2.COT.PVT
Content-Type: text/plain; charset=“us-ascii”

Is it possible to change the X Newest Unowned Ticket block so that when
“Take” is clicked, it takes the ticket then instead of going to ticket
view, it will return you to the home page?

–Ryan
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Message: 4
Date: Mon, 28 Jul 2008 14:00:27 -0500
From: Micah Gersten micah@onshore.com
Subject: Re: [rt-users] Username at RT login not matching Ticket sent
via e-mail
To: Jorge Aldana jorge@salk.edu
Cc: rt-users@lists.bestpractical.com
Message-ID: 488E174B.2060806@onshore.com
Content-Type: text/plain; charset=ISO-8859-1

In RT 3.6.0 it doesn’t seem to create 2 accounts for this.

Thank you,
Micah Gersten
onShore Networks
Internal Developer

Jorge Aldana wrote:

Well users login with username and the ticket is sent in via e-mail as

username@email.com so yes there’s two accounts.

Does RT allow for users to login via username@email.com? Or is there a
scrip to
alter the tickets to set it to username instead of username@email.com
as
requester when tickets are created? Or force users to login as
username@email.com?

I’m still fishing through the doc’s and learning RT so don’t quite
know where
the tweaking can take place for this. Any guide or pointing to guides
if anyone
can.

Thanks,

Jorge

Do their usernames have the proper email address? Or do you end up
with

2 accounts per person? If the account a user logs in with is not the
same as the account created when the email is sent in, then the user
won’t be able to see the tickets from the other account because you
will

have essentially two accounts.

Jorge Aldana wrote:

Hello All,

As users send tickets via e-mail their tickets are Requester set to
username@email.com but at login they are username and as username
cannot see

their e-mailed tickets within the RT website. Is there a way to set
it so

logging in users can see their e-mailed tickets? A scrip or config?
I just was

moved to running our RT so I’m still fishing through the config’s
and setup.

Thanks,

Jorge


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Message: 5
Date: Mon, 28 Jul 2008 23:06:56 +0400
From: “Ruslan Zakirov” ruz@bestpractical.com
Subject: Re: [rt-users] RT3.8 upgrade: forcing ascii email addresses?
To: “Mathieu Longtin” mlongtin@dbsoft.ca
Cc: rt-users@lists.bestpractical.com
Message-ID:
589c94400807281206i280cf1f6m706bc3f29d2eb97a@mail.gmail.com
Content-Type: text/plain; charset=UTF-8

I have a hard time believing that the 300M Chinese on the net have an
email address spelled with ascii characters, but I just checked with our
Exchange server here and on gmail, and both refused a single accented
letter in the user name.

So you are right about restricting it.

As for the “smaller field smaller db” excuse, utf8 is the same as
ascii as long as you use strictly ascii characters. Also, the last I
heard that excuse was for putting centuries in dates, thus saving 2
bytes for each date. We all know where that got us :slight_smile:

we are talking not about 2 bytes, but about x3 for each row. As far as
I know InnoDB can not pack indexes so every record in the column will
take full possible length in any index using it. Let’s avoid
discussion about characters and their length in bytes when we’re using
UTF-8, but in mysql it will be 3 times longer than ascii. It’s up to
you to decide if it’s cheap or not.

-----Original Message-----
From: ruslan.zakirov@gmail.com [mailto:ruslan.zakirov@gmail.com] On
Behalf Of Ruslan Zakirov
Sent: July 28, 2008 14:29
To: Mathieu Longtin
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] RT3.8 upgrade: forcing ascii email addresses?

Nope, they can not. Only comment and phrase parts of addr_spec can,
but address itself can not.

However, may be soon we’ll see international domains and situation
could be changed, but at this point I think it’s better to stick with
ASCII. Smaller fields - smaller indexes - smaller DB.

Looking at the RT3.8 mysql upgrade script, I found out that most
email

address fields are set to be ASCII characters only:

ALTER TABLE Users MODIFY EmailAddress VARBINARY(120) NULL DEFAULT
NULL;

ALTER TABLE Users MODIFY EmailAddress VARCHAR(120) CHARACTER SET
ascii NULL

DEFAULT NULL;

This strike me as odd, since email address can contain international
characters, AFAIK. Correct me if I’m wrong.

Mathieu Longtin

Bureau: 1-514-270-7762x230

Portable: 1-514-803-8977

www.dbsoft.ca


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Best regards, Ruslan.


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Best regards, Ruslan.

Message: 6
Date: Mon, 28 Jul 2008 19:19:13 +0000
From: Jean-Sebastien Morisset jsmoriss@mvlan.net
Subject: [rt-users] Add comment to ticket from Scrip?
To: RT Users rt-users@lists.bestpractical.com
Message-ID: 20080728191913.GA6714@zaphod.mvlan.net
Content-Type: text/plain; charset=us-ascii

Hi everyone,

I have the following script:

Custom condition
return 0 unless ($self->TransactionObj->Type eq “Correspond”);
return 0 unless ($self->TicketObj->FirstCustomFieldValue(‘49’));
return 1;

Custom action preparation code
my $event_no = $self->TicketObj->FirstCustomFieldValue(‘49’);
my $exec_res;
system("/opt/rt3/bin/tivoli-event.sh ACK $event_no");
return 1;

I’d like to read the output of that system call and add it as a comment
to the ticket. Reading the output is no problem, but how to I add a
comment to the current ticket?

Thanks,
js.
Jean-Sebastien Morisset, Sr. UNIX Administrator jsmoriss@mvlan.net

Message: 7
Date: Mon, 28 Jul 2008 23:32:57 +0400
From: “Ruslan Zakirov” ruz@bestpractical.com
Subject: Re: [rt-users] Add a “Delete” link to Newest Unowned list
To: “Michael James” MJames@stonebridgebank.com
Cc: rt-users@lists.bestpractical.com
Message-ID:
589c94400807281232g4bb6ab80q6c21cef673c59339@mail.gmail.com
Content-Type: text/plain; charset=UTF-8

Add Delete
to format string of that search. Read more about formats in archives
and wiki.

Hi, we’re using a Barracuda 400 to remove spam from our incoming
email, but still the occasional piece of spam gets through. I thought it
might be a good idea to add a “Delete” column to the default “10 Newest
Unowned Tickets” view, so that the customer service reps could easily
delete them with a single click. Can this be easily accomplished?

Using RT 3.6.6 at the moment.

Thanks, Mike

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Message: 8
Date: Mon, 28 Jul 2008 15:41:22 -0400
From: “Mathieu Longtin” mlongtin@dbsoft.ca
Subject: Re: [rt-users] Mysql upgrading to RT3.8 gives you garbled
UTF8 text
To: “Ruslan Zakirov” ruz@bestpractical.com
Cc: rt-users@lists.bestpractical.com
Message-ID:
F73FF325DB139A4EAC3AC277C771D6E682C46B@svr-dc-02.dbsoft.local
Content-Type: text/plain; charset=“UTF-8”

So your patch for utf8 worked, except it’s ‘utf8’, not ‘UTF-8’.

Here’s one for the NOT NULL DEFAULT NULL issue:

diff --git a/tmp/rt-3.8.0/etc/upgrade/schema.mysql-4.0-4.1.pl
b/tmp/rt-3.8.0/etc/upgrade/schema.mysql-4.0-
index 491c904…3585c7e 100755
— a/tmp/rt-3.8.0/etc/upgrade/schema.mysql-4.0-4.1.pl
+++ b/tmp/rt-3.8.0/etc/upgrade/schema.mysql-4.0-4.1.pl
@@ -339,11 +339,10 @@ sub build_column_definition {
$res .= ‘NULL’;
my $default = column_info(@info{qw(TABLE_NAME
COLUMN_NAME)})->{default};
if ( defined $default ) {

  •    $default = $dbh->quote($default);
    
  • } else {
  •    $default = 'NULL';
    
  •   $res .= ' DEFAULT '.$dbh->quote($default);
    
  • } elsif ( $info{‘NULLABLE’} ) {
  •   $res .= ' DEFAULT NULL'
    
    }
  • $res .= ’ DEFAULT ‘. $default;
    $res .= ’ AUTO_INCREMENT’ if $info{‘mysql_is_auto_increment’};
    return $res;
    }

From: ruslan.zakirov@gmail.com [mailto:ruslan.zakirov@gmail.com] On
Behalf Of Ruslan Zakirov
Sent: July 28, 2008 14:41
To: Mathieu Longtin
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Mysql upgrading to RT3.8 gives you garbled UTF8
text

Do you have any customizations of RT code?

Older RT versions were not using any connection adjustments like SET
NAMES or SET CHARACTER SET and most users had latin-1 as default mysql
charset. RT was storing UTF-8 data into latin-1 columns what is
theoretically wrong, but practically works fine. In 3.8 we have to
properly define columns as binary, UTF-8 or ascii as actually they do
contain only this data. MySQL’s doc clearly says that the only way is to
convert field to some binary format (no data change) and then to
required character set. All these is described in comments in the
beginning of the script.

Try attached patch instead of what you’ve described below. I’m going to
look at “NOT NULL DEFAULT NULL” problem.

First, thanks for the 3.8 upgrade. Much appreciated.

I already had accents in my tickets, and running
schema.mysql-4.0-4.1.pl would garble them. This is using mysql 5.0.51a
on Redhat.

I discovered that if I skip the VARBINARY part of the upgrade, the
data is fine. So instead of

   ALTER TABLE Tickets MODIFY Subject VARBINARY(10) NULL DEFAULT 

NULL;
ALTER TABLE Tickets MODIFY Subject VARCHAR(10) CHARACTER SET
utf8 NULL DEFAULT NULL;

Just do:

   ALTER TABLE Tickets MODIFY Subject VARCHAR(10) CHARACTER SET

utf8 NULL DEFAULT NULL;

So, if your data is garbled post upgrade, restore your backup (you had

a backup, right?), and follow these instructions to run
schema.mysql-4.0-4.1.pl.

You can easily get those UTF8 modify commands like this:

   perl schema.mysql-4.0-4.1.pl rt rt_user rt_pass | grep

MODIFY.*utf8

Of course, you still need to fix the NOT NULL DEFAULT NULL issue. So,
the full command:

   perl schema.mysql-4.0-4.1.pl rt rt_user rt_pass | \
   grep MODIFY.*utf8 | \
   perl -pe 's/NOT NULL DEFAULT NULL/NOT NULL/' | \
   mysql -urt_user -prt_pass rt

Then, run schema.mysql-4.0-4.1.pl normally, the columns that were
fixed already won’t be refixed by the upgrade script again.

   perl schema.mysql-4.0-4.1.pl rt rt_user rt_pass | \
   perl -pe 's/NOT NULL DEFAULT NULL/NOT NULL/' | \
   mysql -urt_user -prt_pass rt

-Mathieu


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End of RT-Users Digest, Vol 52, Issue 81