Templates in the constituency's virtual queue on RT-IR-3.0.3 "Incident Reports - <CONSTITUENCY>" don't get used

Hello,

It seems the template from the virtual constituency queue is not being used.

Here’s what I’ve done…

  1. Provisioned a VM (Ubunty “14.04.1 LTS, Trusty Tahr”)
  2. Setup sendmail to receive mail for my “mythrowawaydomain.com” (not a
    real domain name)
  3. Installed rt-4.0.22 (on apache2 + sendmail)
  4. Installed RT-IR-3.0.3
  5. Configured RT_SiteConfig.pm with some specifics for
    mythrowawaydomain.com
  6. Setup rt-mailgate
  7. Logged in to RT as root
  8. Changed the root password
  9. Confirmed all was working properly
  10. Executed /opt/rt4/local/plugins/RT-IR/etc/add_constituency --name
    –correspond iweb@mythrowawaydomain.com
  11. Setup /etc/aliases thusly:
  12. iweb: "|/opt/rt4/bin/rt-mailgate --queue ‘Incident Reports’
    –action correspond --extension IWEB --url
    http://mythrowawaydomain.com
  13. Executed newaliases
  14. Sent an email to iweb@mythrowawaydomain.com from my gmail mailbox
  15. Confirmed that it was created in the Incident Reports queue
  16. Confirmed that the constituency was set properly to IWEB
  17. Created a new Template in the queue called "Incident Reports - IWEB"
    called “Autoreply” using the same content as the one in the global templates
  18. Modified this new template with some specific text
  19. Sent another email to iweb@mythrowawaydomain.com from my gmail
    mailbox
  20. Confirmed it was created in the Incident Reports queue
  21. Confirmed that the constituency was set properly to IWEB
  22. Read the auto-reply in my gmail mailbox and saw the template was NOT
    used

I noticed in the rt.log “Permission denied. User #77 has no SeeCustomField
right on CF #1
” and CF #1 is Constituency. When allowing "Everyone"
access to view that CF though the log entry disappears but the behaviour
(Autoreply template from virtual constituency queue not being used) does
not change.

The rt.log is attached to this email.

Am I missing something?

Landon Stewart :: lstewart@iweb.com
Lead Specialist, Abuse and Security Management
Spécialiste principal, gestion des abus et sécurité
http://iweb.com :: +1 (888) 909-4932

rt.log (19.9 KB)

It seems the template from the virtual constituency queue is not being used.

Yep - as documented. Last paragraph of this section.
http://bestpractical.com/docs/rtir/3.0/Constituencies.html#Access-Control-ACLs

-kevin

It seems the template from the virtual constituency queue is not being
used.

Yep - as documented. Last paragraph of this section.

http://bestpractical.com/docs/rtir/3.0/Constituencies.html#Access-Control-ACLs

-kevin

OK thanks for this confirmation. I’ll stop trying to get it to work :slight_smile:
That’s quite unfortunate. Are there any plans in the near future to make
templates (and maybe even scrips) overridable if a template (and even
scrip) of the same name exists on a constituency’s pseudo queue?

On a side note - I’ve been a fan and advocate for RTIR for many many years
now. I appreciate RTIR and your help immensely!

Landon Stewart :: lstewart@iweb.com
Lead Specialist, Abuse and Security Management
Spécialiste principal, gestion des abus et sécurité
http://iweb.com :: +1 (888) 909-4932

That’s quite unfortunate. Are there any plans in the near future to make
templates (and maybe even scrips) overridable if a template (and even scrip) of
the same name exists on a constituency’s pseudo queue?

It’s one of the major goals for the customer we’re working with on
what will become RTIR 3.4. The pseudo queues will be going away and
becoming real queues which will create much more predictable behavior.

-kevin