Incomming email patch

We have found a problem in the incomming email handling.

Sometimes emails sent to RT would not appear in the correct queue and sometimes they would not appear at all.

The patch can be downloaded from http://www.netvigilance.com/winrt/download/RT_3_4_5_June_26_2006_emailpatch.zip

The Zip contains the files :

rt-mailgate.in 10,044 bytes
email.pm 26,905bytes

put rt-mailgate.in in C:\Program Files\SecureScout\Request Tracker\rt\bin

put email.pm in C:\Program Files\SecureScout\Request Tracker\rt\lib\RT\Interface

Restart RT

Regards

WinRt Team

Custom Fields problems

Timothy From Washington DC Writes :

WinRT fails to render the status change message for a custom field value
change (i.e. 'Foofield value changed to Baz') and crashes with an error
message instead.

Reproducibility: Every time
Steps to Reproduce:
1. Create a custom field (select single value), assign it some arbitrary
options, apply it to a queue
2. Create a ticket
3. Assign a value to the custom field


Actual Results:
RT::Ticket::FirstRequestor Unimplemented in RT::Transaction.
(c:/tsmith/rt/Request
Tracker/winrt/cgi/../../rt/lib/RT/Transaction_Vendor.pm line 10)


Trace begun at
c:/tsmith/rt/Common/perl/site/lib/HTML/Mason/Exceptions.pm line 129
HTML::Mason::Exceptions::rethrow_exception('RT::Ticket::FirstRequestor
Unimplemented in RT::Transaction. (c:/tsmith/rt/Request
Tracker/winrt/cgi/../../rt/lib/RT/Transaction_Vendor.pm line 10) ^J')
called at c:/tsmith/rt/Common/perl/site/lib/DBIx/SearchBuilder/Record.pm
line 496
DBIx::SearchBuilder::Record::AUTOLOAD('RT::Ticket=HASH(0x11772a54)')
called at c:/tsmith/rt/Request
Tracker/winrt/cgi/../../rt/lib/RT/Transaction_Vendor.pm line 10
RT::Transaction::__ANON__('RT::Transaction=HASH(0x120d0e50)') called at
c:/tsmith/rt/Request
Tracker/winrt/cgi/../../rt/lib/RT/Transaction_Overlay.pm line 591
RT::Transaction::BriefDescription('RT::Transaction=HASH(0x120d0e50)')
called at C:\tsmith\rt\Request
Tracker\var\mason_data\obj\3865757628\standard\Ticket\El

Expected Results:
I'm not sure. Not that.

Additional Information:
RT is useless to us without this feature. :(

Severity: Major: A major feature is broken


Answer :

Dear Timothy,

Both My programmer and I have tried to reproduce this error without luck.
I did the following :

1) Logged in as root
2) Configuration - Custom Fields, New custom Field
3) Name "Customfield 1", Description "This is the first custom field. type "select one value" Applies to "Tickets", and 2 values. (see screendump)
4) Submit
5) Configuration, Custom Fields, Select Custom Field, Customefield1, Applies to "tickets"
6) Selecting the Unselected object " General"
7) Submit
8) New Ticket in "General"
9) Custom field displayed
10) Name : Testticket, requestor My email :
Customfield1, Value1.
11) Create
Ticket created without incidents.
12) Changed customfield, field "Applies to" from Ticket to "Ticket Transactions"
13) Selected the general queue again for "Applies to"
14) Created another ticket in "General"
No Problem.

Timothy Please try and describe the steps you take to reach the problem.

Regards WinRT support.

Configure outgoing email

Tim From Canada writes :

I'm having trouble configuring RT to send email. I've set up the Microsoft SMTP server, but when updating help tickets it is still not sending emails. I suspect I have incorrectly entered my server information when installing winrt. Could you please give me some help in how to fill out the email configuration?


Answer :

Dear Tim

There are several placed were you can fail :

Lets first check your WinRT Setting :
Login as Root, Click tabbedUI in the upper right corner, then select tab "Global Setup"

I have my 'STMPServer" set to "localhost" which is the default setting.

Second Issue is to make sure that the IIS SMPserver will actually relay your email to the internet.



This is a simple test of the SMTP server :

on your WinRT machine start Outlook Express, Populate the Account with the following information :
Display Name : Outlook Express on WinRT (Not important)
email address : outlook@winrt.yourcompany.com (not important)
Incomming mail server type: Pop3 (not important)
Incomming mailserver IP : 127.0.0.1 (not important)
outgoing mailserver : 127.0.0.1 (THIS IS IMPORTANT)
Account name : outlook (Not important)
Password : password (Not important)

Now go to Tools : Options : Tab General and DESELECT "Send and receive messages at Startup" and DESELECT "Check for new messages every 30 minutes"

Now make a new email message and address it to your own official mail-account.

Like this :

To : Support@netvigilance.com
Subject : Test of SMTP server on WinRT machine
Body : Testing feels good....

Click send and if every thing is good you will receive the email in your personal mailbox shortly.

But the most common error is this one :


"The message could not be sent because one of the recipients was rejected by the server. The rejected e-mail address was 'support@ netvigilance.com'. Subject 'Test of SMTP Server on WinRT Machine', Account: '127.0.0.1', Server: '127.0.0.1', Protocol: SMTP, Server Response: '550 5.7.1 Unable to relay for support@ netvigilance.com', Port: 25, Secure(SSL): No, Server Error: 550, Error Number: 0x800CCC79"



This is the message that you get if you didn't change the default setting of IIS SMPT server to allow it to relay outbound emails.

This is how you fix it on Windows XP:

Start - Administrative tools - Internet Information Services
Expand your server
Select properties on "Default SMTP Virtual Server"
Tab : Access
Button : Relay...
Select " Only the list below"
Add IP address : 127.0.0.1
Click ok - ok

Now go into Outlook Express and resend your email : (your email is in the outbox)

If this still does not work check dns settings, firewalls, default gateway ip routes etc, and microsoft documentation, but rest assured that the problem is not in WinRT but somewhere in your installation.

Regards

WinRT support.

save un ticket request

Daniel from France Writes :

I'm connect with root and password,
1) i would like to save un ticket request and execute this request later.
the name of the request is saved .
When i come back and charge this request , the code is empty and the result will be empty.
What can i do for save effectively the request and execute it later for my report exportation ?

2) I would like too the calcul of the duration for the ticket in the report result. (difference time close with time opened)
Is it posible , do you have an add-ons for the stats reporting ?

3) Thanks for answer me soon , i'm choising my production solution now and i'm looking all the products limitations.

Answer :

Dear Daniel :

I don't know how to "save" a "Ticket Request", I have looked in WinRT and I cannot find a hint of what you are talking about. - Sorry. Please elaborate :

2) for Details on the more intricate uses of RT please see the book "RT Essentials" that you can buy from our homepage on http://www.netvigilance.com/winrt

3) We always appreciate when Open Source software is treated in the same league as Commercial Software, but you must remember that we are not getting paid when you download and install WinRT, so please don't expect that we are jumping thru hoops to accomodate your needs, on the other hand, if you where to make a donation or buy a support agreement .....

Regards

WinRT support Team

Problem Loggin in.

A User writes :

we tried to login as root and password as password which was given by you during the installation. But it not login in .

It says - Error in the user name or password

Please rectify this problem

Answer :
Sorry to disappoint you. We cannot rectify this problem, as it does not exist in our end.

It is correct that we do leave a lot of QA to the community, but we do actually test loggin in before we ship WinRT. I can assure you that the 652 other people who had downloaded WinRt would have complained right away if this had really been a general problem.

Some of the things to look for in your installation :

Did the install complete correctly ?

Try reinstalling.

Check caps lock when loggin in.
check that the mySql server is runing on your machine.


Regards

the WinRT Support team.

Changing Parameters

Marie from Sweden also asks :

There is lot of parameters listed under System configuration, how do I
change that configuration? I would like to change the RT::SMTPServer for
example.

Answer :

To change the smtp-server etc, click TabbedUI in the upper right corner,
then select Global Setup.

Regards WinRt Team

Language Problem on Swedish Windows

From Marie in Sweden.

I installed the system locally on my machine, which uses a Swedish version
of Windows. The problem is that the when I installed winRT I got it in
Norwegian for some reason, which is quite hard to understand. I never chose a
language during the installation so I don't understand why winRT uses
Norwegian. How do I change the language?

Answer :

Web/interface language selection is based on the language setting of the
browser. In internet explorer - select - Menu Tools - Internet Options - Tab
General - button "Languages..."
Going from the top down the first language that WinRt supports will be used.
Since WinRT does NOT support Swedish but Norwegian, Russian, Danish, Chinese. and many more.
Your setting is likely :
Swedish, Norwegian (bookmal), english.
Now move english up above Norwegian, but below Swedish and WINRT will be in
Engllish.