From vincent at 4pm.ie Fri May 1 06:45:45 2009 From: vincent at 4pm.ie (Vincent Beau) Date: Fri, 01 May 2009 11:45:45 +0100 Subject: [rt-users] RT Email config for Google Apps Message-ID: <49FAD2D9.7040605@4pm.ie> Hello, I'm currently looking for a solution to keep record of everything in the company I work for. As of today, RT is the solution I decided to give a try and present to the head offices. But my only problem now is in the email config. For info I decided to set up a Ubuntu server and use Postfix as the mailing system. The company I work for has decided to use Google Apps services, including the email boxes. So if I want to get RT working with everything I should definitely get along with Goolge services. So far, I'm already used to deal with GNU/Linux systems for desktop computing or lightweight LAMP servers. But frankly I have no knowledge in email servers and Ticketing Systems. Since I'm still in the testing phase I'm using a GMail account to deal with this but I barely understand how to configure postfix so that rt-mailgate can communicate via Google. I tried and followed several how-tos to configure Postfix with Google Apps without success. The one that seemed promising is this one: http://bookmarks.honewatson.com/2008/04/20/postfix-gmail-smtp-relay/ So, I'm looking for some help for getting everything running smoothly. Best regards, Vincent -- Vincent Beau vincent at 4pm.ie From Jim.Tambling at datatote.co.uk Fri May 1 09:03:34 2009 From: Jim.Tambling at datatote.co.uk (Jim Tambling) Date: Fri, 1 May 2009 14:03:34 +0100 Subject: [rt-users] Default queue for selfservice Message-ID: <72D9E13A8FC8994794D448E91198AE070133FC6A@mail.sys.internal> Thanks Roy :) Amazing how far a bit of common sense can go! Regards, Jim -----Original Message----- From: Raed El-Hames [mailto:rfh at vialtus.com] Sent: 30 April 2009 18:14 To: Jim Tambling Cc: rt-users at bestpractical.com Subject: Re: [rt-users] Default queue for selfservice Jim; Have you allowed unprivileged users to create tickets in different queue/s; In Queues/Your-Queue/GlobalRights , give the system group Everyone create ticket priv and remove this right from the General queue, if you don't wish them to create any tickets there Note you can give this right to more than one queue. Roy Jim Tambling wrote: > > Hi, > > > > How can I change the default q for self-service requests? At the > moment all tickets raised by unprivileged users go to "General" but I > would like them to go to a different queue. > > > > Thanks, Jim > From vadud3 at gmail.com Fri May 1 09:43:57 2009 From: vadud3 at gmail.com (Asif Iqbal) Date: Fri, 1 May 2009 09:43:57 -0400 Subject: [rt-users] rt-mailgate is failing In-Reply-To: <589c94400904301406o4a5c58bayd223e259eaee610@mail.gmail.com> References: <589c94400904301406o4a5c58bayd223e259eaee610@mail.gmail.com> Message-ID: On Thu, Apr 30, 2009 at 5:06 PM, Ruslan Zakirov wrote: > 3.8's mailgate dowsn't allow you to create a ticket with a requestor. It is working when it receives a real email. Thanks for your help > > > On Fri, May 1, 2009 at 1:01 AM, Asif Iqbal wrote: > > The upgraded RT 3.8.2 is failing with rt-mailgate. The original > installation > > works just fine. What am I missing? > > > > (iqbala)@qmail:~$ echo this is a test | /tmp/rt-mailgate --queue syshelp > > --action correspond --url https://192.168.0.174 --debug > > /tmp/rt-mailgate: temp file is '/tmp/mmF2JFMLdU' > > /tmp/rt-mailgate: connecting to > > https://192.168.0.174/REST/1.0/NoAuth/mail-gateway > > not ok - Could not load a valid user > > > > (iqbala)@qmail:~$ echo this is a test | /tmp/rt-mailgate --queue syshelp > > --action correspond --url https://rt.example.net --debug > > /tmp/rt-mailgate: temp file is '/tmp/mmF2JFMLdU' > > /tmp/rt-mailgate: connecting to > > https://rt.example.net/REST/1.0/NoAuth/mail-gateway > > okTicket: 604325Queue: SysHelpOwner: NobodyStatus: newSubject: Requestor: > > > > > > > > -- > > Asif Iqbal > > PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu > > A: Because it messes up the order in which people normally read text. > > Q: Why is top-posting such a bad thing? > > > > > > > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Community help: http://wiki.bestpractical.com > > Commercial support: sales at bestpractical.com > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > > Buy a copy at http://rtbook.bestpractical.com > > > > > > -- > Best regards, Ruslan. > -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu A: Because it messes up the order in which people normally read text. Q: Why is top-posting such a bad thing? -------------- next part -------------- An HTML attachment was scrubbed... URL: From vadud3 at gmail.com Fri May 1 09:44:37 2009 From: vadud3 at gmail.com (Asif Iqbal) Date: Fri, 1 May 2009 09:44:37 -0400 Subject: [rt-users] How to add Company logo In-Reply-To: References: Message-ID: On Thu, Apr 30, 2009 at 5:22 PM, Asif Iqbal wrote: > How do I place a company logo on the top left corner on RT 3.8.2 ? > > Also how do I place a icon next the URL in the url box of the browser so > it survives the next time upgrade? > > I have done it for current version RT 3.4.5, but it has been really looong > time since I made those changes, so I don't > remember, *sigh* > I still need help with this > > > Thanks for your help > > -- > Asif Iqbal > PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu > A: Because it messes up the order in which people normally read text. > Q: Why is top-posting such a bad thing? > > > -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu A: Because it messes up the order in which people normally read text. Q: Why is top-posting such a bad thing? -------------- next part -------------- An HTML attachment was scrubbed... URL: From jmoseley at corp.xanadoo.com Fri May 1 10:13:36 2009 From: jmoseley at corp.xanadoo.com (jmoseley at corp.xanadoo.com) Date: Fri, 1 May 2009 09:13:36 -0500 Subject: [rt-users] How to add Company logo In-Reply-To: Message-ID: Perhaps folks were thinking you'd look in the Wiki first: http://wiki.bestpractical.com/view/ChangeLogo You will need to pay attention to the 3.5+ section regarding copying the Logo file to RT_HOME/local/html/Elements/Logo If you choose that method, you need not put all the SetLogo stuff in your RT_SiteConfig. This is how I have my RT 3.8.2 setup. I have not tried the instructions for RT 3.8. That seems fairly straightfoward and much easier than creating a Logo file. Also, no need to cc the devel list... James Moseley Asif Iqbal wrote: On Thu, Apr 30, 2009 at 5:22 PM, Asif Iqbal wrote: How do I place a company logo on the top left corner on RT 3.8.2 ? Also how do I place a icon next the URL in the url box of the browser so it survives the next time upgrade? I have done it for current version RT 3.4.5, but it has been really looong time since I made those changes, so I don't remember, *sigh* I still need help with this From vadud3 at gmail.com Fri May 1 10:29:31 2009 From: vadud3 at gmail.com (Asif Iqbal) Date: Fri, 1 May 2009 10:29:31 -0400 Subject: [rt-users] Update the front page globally Message-ID: How do I change the front page globally (system wide) for all users? My users don't want to see the "top 10 unknowned tickets". I know how to change it per user when login as the user. -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu A: Because it messes up the order in which people normally read text. Q: Why is top-posting such a bad thing? -------------- next part -------------- An HTML attachment was scrubbed... URL: From vadud3 at gmail.com Fri May 1 10:30:30 2009 From: vadud3 at gmail.com (Asif Iqbal) Date: Fri, 1 May 2009 10:30:30 -0400 Subject: [rt-users] Update the front page globally In-Reply-To: References: Message-ID: On Fri, May 1, 2009 at 10:29 AM, Asif Iqbal wrote: > How do I change the front page globally (system wide) for all users? My > users don't want to see the "top 10 unknowned tickets". I know how to change > it > per user when login as the user. Forgot to mention, this is for RT 3.8.2 > > > -- > Asif Iqbal > PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu > A: Because it messes up the order in which people normally read text. > Q: Why is top-posting such a bad thing? > > > -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu A: Because it messes up the order in which people normally read text. Q: Why is top-posting such a bad thing? -------------- next part -------------- An HTML attachment was scrubbed... URL: From barnesaw at ucrwcu.rwc.uc.edu Fri May 1 10:34:19 2009 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Fri, 01 May 2009 10:34:19 -0400 Subject: [rt-users] Unusual scrip need In-Reply-To: <49FA19A1.3000204@lbl.gov> References: <49FA1162.4060400@lbl.gov> <1241125661.10150.1313174653@webmail.messagingengine.com> <49FA19A1.3000204@lbl.gov> Message-ID: <49FB086B.7090109@ucrwcu.rwc.uc.edu> I can't recall where in the code that gets used but it's almost a surefire scrip for the cutting and pasting (with a couple modifications). Ken Crocker wrote: > Nick, > > I don't want this for ALL my queues, just one. > > > Kenn > LBNL > > On 4/30/2009 2:07 PM, Nick Kartsioukas wrote: >> On Thu, 30 Apr 2009 14:00:18 -0700, "Ken Crocker" >> said: >> >>> I have a need of a scrip that will take the CC adressees of an email >>> and make them the "ticket" CC's when the ticket is created via email. >>> Has anyone done this? Can anyone point me to an example or such a >>> scrip? I can write the part that recognizes an email "create". I just >>> don't know how to parse out the "cc" addressees. HELP! Thanks. >>> >> >> Set($ParsenewMessageForTicketCcs, 1); in RT_SiteConfig.pm. You'll want >> to set $RTAddressRegexp as well so RT doesn't add its own address as a >> CC. http://wiki.bestpractical.com/view/RTAddressRegexp >> >> > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com -- Drew Barnes Applications Analyst Network Resources Department Raymond Walters College University of Cincinnati From vadud3 at gmail.com Fri May 1 10:59:29 2009 From: vadud3 at gmail.com (Asif Iqbal) Date: Fri, 1 May 2009 10:59:29 -0400 Subject: [rt-users] rt cli is failing for rt 3.8.2 Message-ID: /opt/rt3/bin/rt list -t ticket "queue='syshelp' and status !='resolved' and owner='nobody'" Query:queue='syshelp' and status !='resolved' and owner='nobody' Strong encryption not available, switched off by externalauth=0 Password will be sent to localhost unencrypted Press CTRL-C now if you do not want to continue Password: rt: Server error: Not Found (404) The password works find through GUI my unix login is mathces. So that is not a problem. -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu A: Because it messes up the order in which people normally read text. Q: Why is top-posting such a bad thing? -------------- next part -------------- An HTML attachment was scrubbed... URL: From matthew.seaman at thebunker.net Fri May 1 11:04:14 2009 From: matthew.seaman at thebunker.net (Matthew Seaman) Date: Fri, 01 May 2009 16:04:14 +0100 Subject: [rt-users] How to add Company logo In-Reply-To: References: Message-ID: <49FB0F6E.9090005@thebunker.net> jmoseley at corp.xanadoo.com wrote: > Perhaps folks were thinking you'd look in the Wiki first: > > http://wiki.bestpractical.com/view/ChangeLogo > > You will need to pay attention to the 3.5+ section regarding copying the > Logo file to RT_HOME/local/html/Elements/Logo > > If you choose that method, you need not put all the SetLogo stuff in your > RT_SiteConfig. This is how I have my RT 3.8.2 setup. I have not tried the > instructions for RT 3.8. That seems fairly straightfoward and much easier > than creating a Logo file. > > Also, no need to cc the devel list... > > > James Moseley Under 3.8 you can follow the instructions from the Wiki but you won't get a company logo showing up. That's because the web2 CSS sets the logo image to 'display: none' -- there isn't really a very good place to stick a logo in the 3.8 page layout. I did try adding a customised bit of CSS to add a corporate logo attached to the background in the lower left of the browser window. Copy .../NoAuth/css/web2/layout.css to your local tree in the usual 'cleanly customize' way and change the entry for 'div#logo a' like so: div#logo a { position: fixed; left: 1%; bottom: 1%; } Then clean the mason cache and restart. This does work, but we turned it off after a while because it made Firefox scroll like a dog -- even worse than the effect due to the rounded corners. Cheers, Matthew -- Dr Matthew Seaman The Bunker, Ash Radar Station PGP: 0x60AE908C on servers Marshborough Rd Tel: +44 1304 814890 Sandwich Fax: +44 1304 814899 Kent, CT13 0PL, UK -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 259 bytes Desc: OpenPGP digital signature URL: From jmoseley at corp.xanadoo.com Fri May 1 11:29:05 2009 From: jmoseley at corp.xanadoo.com (jmoseley at corp.xanadoo.com) Date: Fri, 1 May 2009 10:29:05 -0500 Subject: [rt-users] How to add Company logo In-Reply-To: <49FB0F6E.9090005@thebunker.net> Message-ID: We don't seem to have any problems using a 200x90 logo in our 3.8.2 install. We have simply done the following: Create a logo file: /local/htmlElements/Logo With:

"> % if ($show_name) {

<% loc("RT for [_1]", $RT::rtname) %>

% }

<%args> $show_name => 1 Put image in /share/html/NoAuth/images There are no SetLogo references in our RT_SiteConfig. James Moseley Matthew Seaman wrote: Under 3.8 you can follow the instructions from the Wiki but you won't get a company logo showing up. That's because the web2 CSS sets the logo image to 'display: none' -- there isn't really a very good place to stick a logo in the 3.8 page layout. I did try adding a customised bit of CSS to add a corporate logo attached to the background in the lower left of the browser window. Copy .../NoAuth/css/web2/layout.css to your local tree in the usual 'cleanly customize' way and change the entry for 'div#logo a' like so: div#logo a { position: fixed; left: 1%; bottom: 1%; } Then clean the mason cache and restart. This does work, but we turned it off after a while because it made Firefox scroll like a dog -- even worse than the effect due to the rounded corners. From mike.peachey at jennic.com Fri May 1 11:35:34 2009 From: mike.peachey at jennic.com (Mike Peachey) Date: Fri, 01 May 2009 16:35:34 +0100 Subject: [rt-users] How to add Company logo In-Reply-To: References: Message-ID: <49FB16C6.6070107@jennic.com> Fri 01 May 2009 16:29:05 GMT jmoseley at corp.xanadoo.com wrote: > We don't seem to have any problems using a 200x90 logo in our 3.8.2 > install. For what it's worth, while I haven't had a lot of time to deal with it, the main problem I have had with setting our custom logo is that the size of the div the logo lives in is dependant upon the width of the text under the logo, which means that it's not possible to have a logo without a wide line of text under it. I'm sure it's a basic CSS thing, but because of the very complex way the CSS is sourced for RT I didn't get to the bottom of it before I ran out of time last time I was looking into it. -- Kind Regards, __________________________________________________ Mike Peachey, IT Tel: +44 114 281 2655 Fax: +44 114 281 2951 Jennic Ltd, Furnival Street, Sheffield, S1 4QT, UK Comp Reg No: 3191371 - Registered In England http://www.jennic.com __________________________________________________ From vadud3 at gmail.com Fri May 1 11:52:07 2009 From: vadud3 at gmail.com (Asif Iqbal) Date: Fri, 1 May 2009 11:52:07 -0400 Subject: [rt-users] How to add Company logo In-Reply-To: References:

Message-ID: On Fri, May 1, 2009 at 10:13 AM, wrote: > Perhaps folks were thinking you'd look in the Wiki first: > > http://wiki.bestpractical.com/view/ChangeLogo > > You will need to pay attention to the 3.5+ section regarding copying the > Logo file to RT_HOME/local/html/Elements/Logo > > If you choose that method, you need not put all the SetLogo stuff in your > RT_SiteConfig. This is how I have my RT 3.8.2 setup. I have not tried the > instructions for RT 3.8. That seems fairly straightfoward and much easier > than creating a Logo file. > > Also, no need to cc the devel list... > > > James Moseley > > Thanks for the wiki link. I just followed the 3.8 section since I am running 3.8.2 and I did exactly this # ls local/NoAuth/images/exmaple_logo.gif local/NoAuth/images/example_logo.gif # vi etc/RT_SiteConfig.pm Set($WebBaseURL , "https://rt.example.net"); Set($WebURL , $WebBaseURL . $WebPath . "/"); Set($WebImagesURL , $WebURL . "NoAuth/images/"); Set($LogoURL , $WebImagesURL . "example_logo.gif"); Set($LogoLinkURL, "https://rt.example.net"); Set($LogoImageURL, $WebImagesURL . "example_logo.gif"); Set($LogoAltText, "Example Company"); Then cleaned the mason cache and restarted the webserver. I do not see the compnay log or the alternate text :-( > > > Asif Iqbal wrote: > > On Thu, Apr 30, 2009 at 5:22 PM, Asif Iqbal wrote: > How do I place a company logo on the top left corner on RT 3.8.2 ? > > Also how do I place a icon next the URL in the url box of the browser so > it survives the next time upgrade? > > I have done it for current version RT 3.4.5, but it has been really > looong time since I made those changes, so I don't > remember, *sigh* > > I still need help with this > > > -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu A: Because it messes up the order in which people normally read text. Q: Why is top-posting such a bad thing? -------------- next part -------------- An HTML attachment was scrubbed... URL: From vadud3 at gmail.com Fri May 1 12:06:01 2009 From: vadud3 at gmail.com (Asif Iqbal) Date: Fri, 1 May 2009 12:06:01 -0400 Subject: [rt-users] rt cli is failing for rt 3.8.2 In-Reply-To: References: Message-ID: On Fri, May 1, 2009 at 10:59 AM, Asif Iqbal wrote: > /opt/rt3/bin/rt list -t ticket "queue='syshelp' and status !='resolved' and > owner='nobody'" > Query:queue='syshelp' and status !='resolved' and owner='nobody' > Strong encryption not available, switched off by externalauth=0 > Password will be sent to localhost unencrypted > Press CTRL-C now if you do not want to continue > Password: > rt: Server error: Not Found (404) > > The password works find through GUI > > my unix login is mathces. So that is not a problem. > It is working now. I forgot to create the .rtrc > > -- > Asif Iqbal > PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu > A: Because it messes up the order in which people normally read text. > Q: Why is top-posting such a bad thing? > > > -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu A: Because it messes up the order in which people normally read text. Q: Why is top-posting such a bad thing? -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruslan.zakirov at gmail.com Fri May 1 12:09:46 2009 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Fri, 1 May 2009 20:09:46 +0400 Subject: [rt-users] rt cli is failing for rt 3.8.2 In-Reply-To: References: Message-ID: <589c94400905010909t72c1b6c5s6feeecf5c327ec91@mail.gmail.com> Your settings are wrong. 404 error is page not found. On Fri, May 1, 2009 at 6:59 PM, Asif Iqbal wrote: > /opt/rt3/bin/rt list -t ticket "queue='syshelp' and status !='resolved' and > owner='nobody'" > Query:queue='syshelp' and status !='resolved' and owner='nobody' > ?? Strong encryption not available, switched off by externalauth=0 > ?? Password will be sent to localhost unencrypted > ?? Press CTRL-C now if you do not want to continue > Password: > rt: Server error: Not Found (404) > > The password works find through GUI > > my unix login is mathces. So that is not a problem. > > -- > Asif Iqbal > PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu > A: Because it messes up the order in which people normally read text. > Q: Why is top-posting such a bad thing? > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Best regards, Ruslan. From allen at crystalfontz.com Fri May 1 14:24:37 2009 From: allen at crystalfontz.com (Allen Lee) Date: Fri, 1 May 2009 11:24:37 -0700 Subject: [rt-users] RT Email config for Google Apps Message-ID: <885d981e0905011124i5d4502dcteb27b87d54bad60c@mail.gmail.com> > ? 1. RT Email config for Google Apps (Vincent Beau) You could use Google Apps to create a mailbox (like "rt") on Google's servers. Then the RT's email address would be "rt at yourdomain". Then login to that mailbox on G-Apps and create some filters so that mail sent to different queues would be labelled differently. If you have a "support" queue, for example, set a filter at Google so that all mail sent to "rt+support at yourdomain" will have the actions "Skip Inbox" and "Label : Support." Mail sent to "rt+support-comment at yourdomain" will have the actions "Skip Inbox" and "Label : Support-Comment." Then go into the Settings of the "rt" user's G-Apps account and enable IMAP service. Then run fetchmail as a daemon on your linux server where RT is installed. Your /etc/fetchmailrc file might look like this: set daemon 60 set invisible set no bouncemail set no syslog set logfile /var/log/fetchmail poll imap.gmail.com proto IMAP service 993 user rt at YOURDOMAIN pass YOURPASSWORD folder Support ssl mda "/usr/bin/rt-mailgate --url http://YOUR-RT-URL/rt --queue Support --action correspond" poll imap.gmail.com proto IMAP service 993 user rt at YOUDOMAIN pass YOURPASSWORD folder Support-Comment ssl mda "/usr/bin/rt-mailgate --url http://YOUR-RT-URL/rt --queue Support --action comment" You would have a pair of "poll" config lines like that above for each Queue. Those lines would be for your "Support" queue and you replace the things in ALLCAPS with your appropriate things. Doing this way lets all the mail pile up at Google, then your RT just goes and sucks down the appropriate unread messages into each queue every minute, creating a ticket for each one and leaving the read messages on the G-Apps servers. From vadud3 at gmail.com Fri May 1 14:34:12 2009 From: vadud3 at gmail.com (Asif Iqbal) Date: Fri, 1 May 2009 14:34:12 -0400 Subject: [rt-users] Update the front page globally In-Reply-To: References: Message-ID: On Fri, May 1, 2009 at 10:30 AM, Asif Iqbal wrote: > > > On Fri, May 1, 2009 at 10:29 AM, Asif Iqbal wrote: > >> How do I change the front page globally (system wide) for all users? My >> users don't want to see the "top 10 unknowned tickets". I know how to change >> it >> per user when login as the user. > > > > Forgot to mention, this is for RT 3.8.2 > this wiki says login as root to make the change. what is my root login. i tried the root login that works to login to mysql but that did not let me in http://wiki.bestpractical.com/view/ChangeDefaultRTAtAGlance > > >> >> >> -- >> Asif Iqbal >> PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu >> A: Because it messes up the order in which people normally read text. >> Q: Why is top-posting such a bad thing? >> >> >> > > > -- > Asif Iqbal > PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu > A: Because it messes up the order in which people normally read text. > Q: Why is top-posting such a bad thing? > > > -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu A: Because it messes up the order in which people normally read text. Q: Why is top-posting such a bad thing? -------------- next part -------------- An HTML attachment was scrubbed... URL: From vadud3 at gmail.com Fri May 1 14:44:39 2009 From: vadud3 at gmail.com (Asif Iqbal) Date: Fri, 1 May 2009 14:44:39 -0400 Subject: [rt-users] Update the front page globally In-Reply-To: References: Message-ID: On Fri, May 1, 2009 at 2:34 PM, Asif Iqbal wrote: > > > On Fri, May 1, 2009 at 10:30 AM, Asif Iqbal wrote: > >> >> >> On Fri, May 1, 2009 at 10:29 AM, Asif Iqbal wrote: >> >>> How do I change the front page globally (system wide) for all users? My >>> users don't want to see the "top 10 unknowned tickets". I know how to change >>> it >>> per user when login as the user. >> >> >> >> Forgot to mention, this is for RT 3.8.2 >> > > this wiki says login as root to make the change. what is my root login. i > tried the root login that works to login to mysql > but that did not let me in > > http://wiki.bestpractical.com/view/ChangeDefaultRTAtAGlance > I login as root and removed the unowned tickets. But when I login as a user I still see unown tickets. How do make that change system wide for all users? > > > > >> >> >>> >>> >>> -- >>> Asif Iqbal >>> PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu >>> A: Because it messes up the order in which people normally read text. >>> Q: Why is top-posting such a bad thing? >>> >>> >>> >> >> >> -- >> Asif Iqbal >> PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu >> A: Because it messes up the order in which people normally read text. >> Q: Why is top-posting such a bad thing? >> >> >> > > > -- > Asif Iqbal > PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu > A: Because it messes up the order in which people normally read text. > Q: Why is top-posting such a bad thing? > > > -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu A: Because it messes up the order in which people normally read text. Q: Why is top-posting such a bad thing? -------------- next part -------------- An HTML attachment was scrubbed... URL: From vadud3 at gmail.com Fri May 1 14:41:40 2009 From: vadud3 at gmail.com (Asif Iqbal) Date: Fri, 1 May 2009 14:41:40 -0400 Subject: [rt-users] Update the front page globally In-Reply-To: References: Message-ID: On Fri, May 1, 2009 at 2:34 PM, Asif Iqbal wrote: > > > On Fri, May 1, 2009 at 10:30 AM, Asif Iqbal wrote: > >> >> >> On Fri, May 1, 2009 at 10:29 AM, Asif Iqbal wrote: >> >>> How do I change the front page globally (system wide) for all users? My >>> users don't want to see the "top 10 unknowned tickets". I know how to change >>> it >>> per user when login as the user. >> >> >> >> Forgot to mention, this is for RT 3.8.2 >> > > this wiki says login as root to make the change. what is my root login. i > tried the root login that works to login to mysql > but that did not let me in > > http://wiki.bestpractical.com/view/ChangeDefaultRTAtAGlance > > changed the root password by following this wiki http://wiki.bestpractical.com/view/RecoverRootPassword > >> >> >>> >>> >>> -- >>> Asif Iqbal >>> PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu >>> A: Because it messes up the order in which people normally read text. >>> Q: Why is top-posting such a bad thing? >>> >>> >>> >> >> >> -- >> Asif Iqbal >> PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu >> A: Because it messes up the order in which people normally read text. >> Q: Why is top-posting such a bad thing? >> >> >> > > > -- > Asif Iqbal > PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu > A: Because it messes up the order in which people normally read text. > Q: Why is top-posting such a bad thing? > > > -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu A: Because it messes up the order in which people normally read text. Q: Why is top-posting such a bad thing? -------------- next part -------------- An HTML attachment was scrubbed... URL: From Mlaster at worldsynergy.com Fri May 1 15:11:16 2009 From: Mlaster at worldsynergy.com (Mikal Laster) Date: Fri, 1 May 2009 15:11:16 -0400 Subject: [rt-users] Fetchmail per domain ticket creation Message-ID: <72BA2512C469854793C64315746F851713DCDD456C@WSSBS.WorldSynergy.local> Hello, Is there a way to having tickets created by a user on a per domain bases? I.E. jsmith at abc.com creates ticket using user abc sara at abc.com creates ticket using user abc harry at mydomain.com creates ticket using user mydomain sue at mydomain.com creates ticket using user mydomain -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruslan.zakirov at gmail.com Fri May 1 16:03:47 2009 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Sat, 2 May 2009 00:03:47 +0400 Subject: [rt-users] Update the front page globally In-Reply-To: References: Message-ID: <589c94400905011303i641c77a1l6ba656881d463832@mail.gmail.com> http://localhost:8080/Admin/Global/MyRT.html On Fri, May 1, 2009 at 10:34 PM, Asif Iqbal wrote: > > > On Fri, May 1, 2009 at 10:30 AM, Asif Iqbal wrote: >> >> >> On Fri, May 1, 2009 at 10:29 AM, Asif Iqbal wrote: >>> >>> How do I change the front page globally (system wide) for all users? My >>> users don't want to see the "top 10 unknowned tickets". I know how to change >>> it >>> per user when login as the user. >> >> Forgot to mention, this is for RT 3.8.2 > > this wiki says login as root to make the change. what is my root login. i > tried the root login that works to login to mysql > but that did not let me in > > ?http://wiki.bestpractical.com/view/ChangeDefaultRTAtAGlance > > >> >> >>> >>> >>> -- >>> Asif Iqbal >>> PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu >>> A: Because it messes up the order in which people normally read text. >>> Q: Why is top-posting such a bad thing? >>> >>> >> >> >> >> -- >> Asif Iqbal >> PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu >> A: Because it messes up the order in which people normally read text. >> Q: Why is top-posting such a bad thing? >> >> > > > > -- > Asif Iqbal > PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu > A: Because it messes up the order in which people normally read text. > Q: Why is top-posting such a bad thing? > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Best regards, Ruslan. From jlucas at eagleinvsys.com Fri May 1 15:18:12 2009 From: jlucas at eagleinvsys.com (Jeff Lucas) Date: Fri, 1 May 2009 15:18:12 -0400 Subject: [rt-users] Active Directory authentication In-Reply-To: References: Message-ID: <11E641922C0B44439FB30F8936ABF6210638CE2F@bigmail01.eagleinvsys.com> I have been able to get authentication via AD working but need to work around an issue. In AD... sAMAccountName = ABC456 mail=jdoe at company.com As you can see, the users email address is not always @company.com. This is a problem now that I want to use rt-mailgate and want to stay away from users having two accounts in RT... one based on their sAMAccountName and another based on their e-mail address (which would be the case if folks create tickets via email and we continue to use sAMAccountName for the RT username and I grant 'Everyone' the right 'CreateTicket' and allow for the auto-creation of new users). If want to use people's email address for their RT username... 1) how do I authenticate them against AD with their email address and AD password instead of sAMAccountName and password? Is this something that would need to be configured/allowed in AD? 2) Or, could I have users authenticate against AD with their sAMAccountName but somehow have their username in RT be their email address? Thanks in advance. -------------- next part -------------- An HTML attachment was scrubbed... URL: From vadud3 at gmail.com Fri May 1 16:29:35 2009 From: vadud3 at gmail.com (Asif Iqbal) Date: Fri, 1 May 2009 16:29:35 -0400 Subject: [rt-users] Update the front page globally In-Reply-To: <589c94400905011303i641c77a1l6ba656881d463832@mail.gmail.com> References: <589c94400905011303i641c77a1l6ba656881d463832@mail.gmail.com> Message-ID: On Fri, May 1, 2009 at 4:03 PM, Ruslan Zakirov wrote: > http://localhost:8080/Admin/Global/MyRT.html Excellent! That did it! Ruslan, you rock man. Thanks a lot > > > On Fri, May 1, 2009 at 10:34 PM, Asif Iqbal wrote: > > > > > > On Fri, May 1, 2009 at 10:30 AM, Asif Iqbal wrote: > >> > >> > >> On Fri, May 1, 2009 at 10:29 AM, Asif Iqbal wrote: > >>> > >>> How do I change the front page globally (system wide) for all users? My > >>> users don't want to see the "top 10 unknowned tickets". I know how to > change > >>> it > >>> per user when login as the user. > >> > >> Forgot to mention, this is for RT 3.8.2 > > > > this wiki says login as root to make the change. what is my root login. i > > tried the root login that works to login to mysql > > but that did not let me in > > > > http://wiki.bestpractical.com/view/ChangeDefaultRTAtAGlance > > > > > >> > >> > >>> > >>> > >>> -- > >>> Asif Iqbal > >>> PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu > >>> A: Because it messes up the order in which people normally read text. > >>> Q: Why is top-posting such a bad thing? > >>> > >>> > >> > >> > >> > >> -- > >> Asif Iqbal > >> PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu > >> A: Because it messes up the order in which people normally read text. > >> Q: Why is top-posting such a bad thing? > >> > >> > > > > > > > > -- > > Asif Iqbal > > PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu > > A: Because it messes up the order in which people normally read text. > > Q: Why is top-posting such a bad thing? > > > > > > > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Community help: http://wiki.bestpractical.com > > Commercial support: sales at bestpractical.com > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > > Buy a copy at http://rtbook.bestpractical.com > > > > > > -- > Best regards, Ruslan. > -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu A: Because it messes up the order in which people normally read text. Q: Why is top-posting such a bad thing? -------------- next part -------------- An HTML attachment was scrubbed... URL: From a at aufbix.org Fri May 1 19:01:24 2009 From: a at aufbix.org (Andraz Sraka) Date: Sat, 02 May 2009 01:01:24 +0200 Subject: [rt-users] Scripts reordering etc In-Reply-To: <49FA05F9.2010802@lbl.gov> References: <1240920417.7171.83.camel@mono> <1241087773.1143.34.camel@mono> <49FA05F9.2010802@lbl.gov> Message-ID: <1241218884.11196.10.camel@mono> On Thu, 2009-04-30 at 13:11 -0700, Ken Crocker wrote: > Create your new scrip with the condition "On Create" and the action > "Notify AdminCc's. That should do it. Hope this helps. Great, thanks. It does the job :) regards, Andraz -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 197 bytes Desc: This is a digitally signed message part URL: From kfcrocker at lbl.gov Fri May 1 20:43:46 2009 From: kfcrocker at lbl.gov (Ken Crocker) Date: Fri, 01 May 2009 17:43:46 -0700 Subject: [rt-users] Question about how Users are added Message-ID: <49FB9742.7060603@lbl.gov> To any and all, The more I use this system, the more I have to learn. In our setup, we use LDAP as the authenticator. It seems to be working fine. Our current applicable settings are as follows: * *Set($LookupSenderInExternalDatabase, 1);* * *Set($SenderMustExistInExternalDatabase, 1);* * *Set($AuthMethods, ['LDAP', 'Internal']);* * *Set($LdapExternalAuth, 1);* * *Set($LdapExternalInfo, 1);* * *Set($LdapAutoCreateNonLdapUsers, 0);* * *Set($LdapAttrMap, {'Name' => 'uid',* * 'EmailAddress' => 'mail',* * 'Organization' => 'o',* * 'RealName' => 'cn',* * 'ExternalContactInfoId' => 'dn',* * 'ExternalAuthId' => 'lblempnum',* * 'Gecos' => 'uid',* * 'WorkPhone' => 'telephonenumber',* * 'Address1' => 'lblmailstop',* * 'Address2' => 'postaladdress'}* * );* * *Set($LdapRTAttrMatchList, ['ExternalContactInfoId', 'Name', 'EmailAddress', 'RealName', 'ExternalAuthId', 'WorkPhone', 'Address2']);* * *Set($LdapEmailAttrMatchList, ['uid']);* * *Set($LdapEmailAttrMatchPrefix, [''] );* * *Set($LdapTLS, 1);* * *Set($LdapSSLVersion, 3)*; However, I have noticed that when a ticket owner adds an email address to the ticket 'CC' field and a reply goes out, they get added as an "unprivileged" user. If this is normal RT processing, I have two questions: 1. Is is possible to have RT add that "unprivileged" user so that the ID is not the /entire/ email address (drop the @xxx.com or @xxx.gov, etc.)? 2. When a user signs into RT for the first time, have RT check to see if they have an ID already as an "unprivileged" user by using the /email/ address? Can I change my settings to make either one of these possibilities a reality? It would REALLY make my life easier as the administrator. I'm finding many Users with two IDs, 1 that is an email address as the id (they were originally added due to being a 'cc' on an email) and the other that is when they signed into RT at a later date. I end up with 100 tickets that point to 1 UserId and the real "privileged" UserId used on other tickets. Two UserId's for one person is kind of messy. Any ideas or advice? Thanks. Kenn LBNL -------------- next part -------------- An HTML attachment was scrubbed... URL: From vadud3 at gmail.com Sat May 2 15:13:24 2009 From: vadud3 at gmail.com (Asif Iqbal) Date: Sat, 2 May 2009 15:13:24 -0400 Subject: [rt-users] How to add Company logo In-Reply-To: References:

Message-ID: On Fri, May 1, 2009 at 11:52 AM, Asif Iqbal wrote: > On Fri, May 1, 2009 at 10:13 AM, wrote: > >> Perhaps folks were thinking you'd look in the Wiki first: >> >> http://wiki.bestpractical.com/view/ChangeLogo >> >> You will need to pay attention to the 3.5+ section regarding copying the >> Logo file to RT_HOME/local/html/Elements/Logo >> >> If you choose that method, you need not put all the SetLogo stuff in your >> RT_SiteConfig. This is how I have my RT 3.8.2 setup. I have not tried >> the >> instructions for RT 3.8. That seems fairly straightfoward and much easier >> than creating a Logo file. >> >> Also, no need to cc the devel list... >> >> >> James Moseley >> >> > > Thanks for the wiki link. I just followed the 3.8 section since I am > running 3.8.2 and I did exactly this > > > # ls local/NoAuth/images/exmaple_logo.gif > local/NoAuth/images/example_logo.gif > > # vi etc/RT_SiteConfig.pm > > Set($WebBaseURL , "https://rt.example.net"); > Set($WebURL , $WebBaseURL . $WebPath . "/"); > Set($WebImagesURL , $WebURL . "NoAuth/images/"); > Set($LogoURL , $WebImagesURL . "example_logo.gif"); > Set($LogoLinkURL, "https://rt.example.net"); > Set($LogoImageURL, $WebImagesURL . "example_logo.gif"); > Set($LogoAltText, "Example Company"); > > Then cleaned the mason cache and restarted the webserver. > > I do not see the compnay log or the alternate text :-( > > >> >> >> Asif Iqbal wrote: >> >> On Thu, Apr 30, 2009 at 5:22 PM, Asif Iqbal wrote: >> How do I place a company logo on the top left corner on RT 3.8.2 ? >> >> Also how do I place a icon next the URL in the url box of the browser so >> it survives the next time upgrade? >> >> I have done it for current version RT 3.4.5, but it has been really >> looong time since I made those changes, so I don't >> remember, *sigh* >> >> I still need help with this >> >> I see the alternate text now, but no logo This is how I have it setup now (root)@rt:/opt/rt3$ ls local/html/NoAuth/images/ example_logo.gif (root)@rt:/opt/rt3$ less local/html/Elements/Logo

% if ( $ShowName ) { <% $Name || loc("RT for [_1]", RT->Config->Get('rtname')) %> % }

<%INIT> if ( exists $ARGS{'show_name'} ) { $RT::Logger->warning('show_name argument was renamed, use ShowName'); $ShowName = delete $ARGS{'show_name'}; } <%ARGS> $ShowName => 1 $Name => undef (root)@rt:/opt/rt3$ less local/html/NoAuth/css/web2/layout.css [...] div#logo a { position: absolute; left: 0; bottom: 0; } [...] (root)@rt:/opt/rt3$ less etc/RT_SiteConfig.pm Set($WebBaseURL , "https://rt.example.net"); Set($WebURL , $WebBaseURL . $WebPath . "/"); Set($WebImagesURL , $WebURL . "NoAuth/images/"); Set($LogoURL , $WebImagesURL . "example_logo.gif"); Set($LogoLinkURL, "https://rt.example.net"); Set($LogoImageURL, $WebImagesURL . "example_logo.gif"); Set($LogoAltText, "Example Company"); Set($LogoWidth, '177'); Set($LogoHeight, '33'); Cleaned up mason cache (root)@rt:/opt/rt3$ rm -rf var/mason_data/obj/ Restarted web server I only see the alternate text on the bottom left corner. No image. I also verfified that the image is valid. I copied it over from older RT installation 3.4.5 Now I am out of ideas. I am running RT 3.8.2 >> > > > -- > Asif Iqbal > PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu > A: Because it messes up the order in which people normally read text. > Q: Why is top-posting such a bad thing? > > > -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu A: Because it messes up the order in which people normally read text. Q: Why is top-posting such a bad thing? -------------- next part -------------- An HTML attachment was scrubbed... URL: From vadud3 at gmail.com Sat May 2 16:20:46 2009 From: vadud3 at gmail.com (Asif Iqbal) Date: Sat, 2 May 2009 16:20:46 -0400 Subject: [rt-users] how to run new rt cli in cron Message-ID: The rt cli from 2001 does not require a password to get the content of a ticket. So running it as part of a cron is not a problem To get the content of a ticket with rt cli from rt-3.8.2 I need to run rt show , but it requires a password. So I need to run it interactively. Plus I am not comfortable to feed a password in cronjob. How do I by pass the password prompt? Is there another user I can use instead where I don't have to feed a password thru cronjob? Thanks -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu A: Because it messes up the order in which people normally read text. Q: Why is top-posting such a bad thing? -------------- next part -------------- An HTML attachment was scrubbed... URL: From jesse at bestpractical.com Sat May 2 17:02:00 2009 From: jesse at bestpractical.com (Jesse Vincent) Date: Sat, 2 May 2009 17:02:00 -0400 Subject: [rt-users] ADMIN Re: [Rt-devel] how to run new rt cli in cron In-Reply-To: References: Message-ID: <20090502210200.GG31175@bestpractical.com> Please do not CC both rt-users and rt-devel for a single post. Pick one list or the other. From jmoseley at corp.xanadoo.com Sat May 2 17:47:56 2009 From: jmoseley at corp.xanadoo.com (jmoseley at corp.xanadoo.com) Date: Sat, 2 May 2009 16:47:56 -0500 Subject: [rt-users] how to run new rt cli in cron In-Reply-To: Message-ID: What's the specific problem with putting a password in a crontab or a shell script that cron calls? Only folks with root access could see the password. Besides, you've got to put the RT database password in plain text in your RT_SiteConfig file, unless you are running without a password, which is even worse... I haven't used the CLI, but if it's truly interactive, you'll need to write an expect script. BTW, it appears you didn't catch my email with specific instructions for creating a Logo file... James Moseley Asif Iqbal wrote: The rt cli from 2001 does not require a password to get the content of a ticket. So running it as part of a cron is not a problem To get the content of a ticket with rt cli from rt-3.8.2 I need to run rt show , but it requires a password. So I need to run it interactively. Plus I am not comfortable to feed a password in cronjob. How do I by pass the password prompt? Is there another user I can use instead where I don't have to feed a password thru cronjob? From vadud3 at gmail.com Sat May 2 20:28:14 2009 From: vadud3 at gmail.com (Asif Iqbal) Date: Sat, 2 May 2009 20:28:14 -0400 Subject: [rt-users] how to run new rt cli in cron In-Reply-To: References:

Message-ID: On Sat, May 2, 2009 at 5:47 PM, wrote: > What's the specific problem with putting a password in a crontab or a shell > script that cron calls? Only folks with root access could see the > password. Besides, you've got to put the RT database password in plain > text in your RT_SiteConfig file, unless you are running without a password, > which is even worse... good point. that answered my question > > > I haven't used the CLI, but if it's truly interactive, you'll need to write > an expect script. > > BTW, it appears you didn't catch my email with specific instructions for > creating a Logo file... I tried to follow. Is it possible to point to what I have done wrong based on my last repy to that email. Thanks for your help > > > > James Moseley > > > > Asif Iqbal wrote: > > The rt cli from 2001 does not require a password to get the content of a > ticket. So running it as part of a cron is not a problem > > To get the content of a ticket with rt cli from rt-3.8.2 I need to run rt > show , but it requires a password. > So I need to run it interactively. Plus I am not comfortable to feed a > password in cronjob. > > How do I by pass the password prompt? Is there another user I can use > instead where I don't have to feed a password thru cronjob? > > > -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu A: Because it messes up the order in which people normally read text. Q: Why is top-posting such a bad thing? -------------- next part -------------- An HTML attachment was scrubbed... URL: From jmoseley at corp.xanadoo.com Sat May 2 20:36:42 2009 From: jmoseley at corp.xanadoo.com (jmoseley at corp.xanadoo.com) Date: Sat, 2 May 2009 19:36:42 -0500 Subject: [rt-users] How to add Company logo In-Reply-To: Message-ID: Asif, in your email today, your syntax did not contain what I wrote below yesterday. Furermore, with this syntax, as said before, you sould not have SetLogo statements in your RT_SiteConfig.pm config. This is only one way to do it - I am sure there are others. I would search the wiki and the mailing list archives - this is exactly how I arrived at my configuration below. James Moseley jmoseley at corp.xanadoo.com wrote: We don't seem to have any problems using a 200x90 logo in our 3.8.2 install. We have simply done the following: Create a logo file: /local/htmlElements/Logo With:

"> % if ($show_name) {

<% loc("RT for [_1]", $RT::rtname) %>

% }

<%args> $show_name => 1 Put image in /share/html/NoAuth/images There are no SetLogo references in our RT_SiteConfig. From vadud3 at gmail.com Sun May 3 09:29:58 2009 From: vadud3 at gmail.com (Asif Iqbal) Date: Sun, 3 May 2009 09:29:58 -0400 Subject: [rt-users] rt shredder slow Message-ID: rt shredder part of rt 3.8.2 seems extremely slow in wiping out tickets. I have over thousand tickets that needs to be wiped out. can I any way speed up rt shredder? also how can I run it through cron? -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu A: Because it messes up the order in which people normally read text. Q: Why is top-posting such a bad thing? -------------- next part -------------- An HTML attachment was scrubbed... URL: From vadud3 at gmail.com Sun May 3 10:07:49 2009 From: vadud3 at gmail.com (Asif Iqbal) Date: Sun, 3 May 2009 10:07:49 -0400 Subject: [rt-users] software caused connection abort Message-ID: Any idea what this means. I am getting this when the https connection to rt 3.8.2 is super slow [Sun May 3 14:05:13 2009] [crit]: Apache2::RequestIO::rflush: (130) Software caused connection abort at /opt/csw/share/perl/site_perl/HTML/Mason/ApacheHandler.pm line 1020 (/opt/rt3/bin/webmux.pl:151) -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu A: Because it messes up the order in which people normally read text. Q: Why is top-posting such a bad thing? -------------- next part -------------- An HTML attachment was scrubbed... URL: From vadud3 at gmail.com Sun May 3 10:12:49 2009 From: vadud3 at gmail.com (Asif Iqbal) Date: Sun, 3 May 2009 10:12:49 -0400 Subject: [rt-users] rt shredder slow In-Reply-To: References: Message-ID: On Sun, May 3, 2009 at 9:29 AM, Asif Iqbal wrote: > rt shredder part of rt 3.8.2 seems extremely slow in wiping out tickets. I > have over thousand tickets that needs to be wiped out. > > can I any way speed up rt shredder? also how can I run it through cron? When I pick 1000 as the limit for shredder I get this message > > > Request-URI Too Large > > The requested URL's length exceeds the capacity limit for this server. > Hmm.. should I not able to shred 1000 ticket at once? > -- > Asif Iqbal > PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu > A: Because it messes up the order in which people normally read text. > Q: Why is top-posting such a bad thing? > > > -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu A: Because it messes up the order in which people normally read text. Q: Why is top-posting such a bad thing? -------------- next part -------------- An HTML attachment was scrubbed... URL: From Uday.Dey at SierraAtlantic.com Mon May 4 01:34:26 2009 From: Uday.Dey at SierraAtlantic.com (Uday Dey) Date: Mon, 4 May 2009 11:04:26 +0530 Subject: [rt-users] Query for Service downtime Message-ID: <54B67ECB9DBA4B4DBC69C96C2E0D425D04E3C573@instpex1.in.corp.sa> Hi, I am trying to generate a report for fetching the instance name, the related services and what is the downtime for each one of them. I have figured out something like this: select t.id, t.queue, t.owner, substr(t.subject,1,20) subject, t.timeworked, t.status, t.timeleft, t.told, t.started, t.resolved, t.lastupdatedby, t.creator, t.created from tickets t, queues q where t.status='resolved' and t.subject like upper('%down%') and q.name='&client_name' and q.id=t.queue; But it's not solving my purpose fully. I am getting the date on which the services went down and the date on which it got resolved. All in all I am not getting the respective Downtime for each of the services. I had a plan of fetching the difference in time of when the tickets were opened and when the tickets were resolved. That would give me the downtime but I have no idea how to implement that. Any help on this regard will greatly appreciated. Regards, Uday __________________________________________________________________________________________________________________ DISCLAIMER:"The information contained in this message and the attachments (if any) may be privileged and confidential and protected from disclosure. You are hereby notified that any unauthorized use, dissemination, distribution or copying of this communication, review, retransmission, or taking of any action based upon this information, by persons or entities other than the intended recipient, is strictly prohibited. If you are not the intended recipient or an employee or agent responsible for delivering this message, and have received this communication in error, please notify us immediately by replying to the message and kindly delete the original message, attachments, if any, and all its copies from your computer system. Thank you for your cooperation." ________________________________________________________________________________________________________________ -------------- next part -------------- An HTML attachment was scrubbed... URL: From vaclav.vobornik at commerzbank.com Mon May 4 04:51:05 2009 From: vaclav.vobornik at commerzbank.com (Vaclav Vobornik) Date: Mon, 04 May 2009 10:51:05 +0200 Subject: [rt-users] requestors group access Message-ID: <49FEAC79.5080403@commerzbank.com> Good morning, I have a specific question from one of our customers. Let's say, there is a Sybase team we support: Peter, John, and Maria (unprivileged users). When Peter creates a ticket, only Peter can see it after he logs in to the RT. The same when John creates a ticket - only he sees it. I'd like they can see all the tickets one of them is a requestor - but only within their Sybase group. E.g. When Maria creates a ticket, also Peter and John could see a status in the same way like Maria. Is there any solution already in place, please? Many thanks -- Vaclav Vobornik ZIT 12.2.3 System Design & Development C O M M E R Z B A N K A G Myslikova 31 CZ-11000 Prague From jul-rt at julbox.net Mon May 4 05:47:23 2009 From: jul-rt at julbox.net (jul) Date: Mon, 4 May 2009 11:47:23 +0200 (CEST) Subject: [rt-users] Query for Service downtime In-Reply-To: <54B67ECB9DBA4B4DBC69C96C2E0D425D04E3C573@instpex1.in.corp.sa> References: <54B67ECB9DBA4B4DBC69C96C2E0D425D04E3C573@instpex1.in.corp.sa> Message-ID: <37324.84.103.45.38.1241430443.squirrel@squirrel.est-unique.net> Hello Uday Dey a ?crit : > Hi, > > > I am trying to generate a report for fetching the instance name, > the related services and what is the downtime for each one of them. > > I have figured out something like this: > > select t.id, t.queue, t.owner, substr(t.subject,1,20) subject, > t.timeworked, t.status, t.timeleft, t.told, t.started, t.resolved, > t.lastupdatedby, t.creator, t.created from tickets t, queues q where > t.status='resolved' and t.subject like upper('%down%') and > q.name='&client_name' and q.id=t.queue; > > But it's not solving my purpose fully. I am getting the date on > which the services went down and the date on which it got resolved. All > in all I am not getting the respective Downtime for each of the > services. I had a plan of fetching the difference in time of when the > tickets were opened and when the tickets were resolved. That would give > me the downtime but I have no idea how to implement that. Any help on > this regard will greatly appreciated. > 1) add a custom field down-duration 1') find a sample of scrips playing with custom field 2) on resolve compute time duration custom field. If needed include this perl module (isn't it already available in scrips environment ?) http://search.cpan.org/~drolsky/DateTime-0.47/lib/DateTime.pm#Datetime_Subtraction 3) query on the customfield, and you'll even be able to graph it. Alternative solution: Use nagios, and make him mail to RT with a link to the service status when down. Generaly I am quite uneasy with ticketing solutions used for monitoring downtime services, and CRM used for tickting... I believe in the almighty dogma that one application is best used for its initial purpose except when dealing with physicists. This should take between an half and a full day depending of your knwoledge in perl and murphy's law. -- Julien Tayon // digital craftsman // making things simpler (when possible) "The wages of sin are death; but after they're done taking out taxes, it's just a tired feeling:" From jul-rt at julbox.net Mon May 4 06:07:07 2009 From: jul-rt at julbox.net (jul) Date: Mon, 4 May 2009 12:07:07 +0200 (CEST) Subject: [rt-users] How to add Company logo In-Reply-To: References:

Message-ID: <47867.84.103.45.38.1241431627.squirrel@squirrel.est-unique.net> Quick and dirty way : replace bp_logo.gif with your logo (even if is a png) (look in the css for its emplacement. Browser actually don't really care about the extension. Less dirty modify the css. RT has a semi rigid fixed layout, so I dearly advise to choose a logo of the size of RT logo. Unless you want to hire an html/css pro for days trying to desesperatly makes ?things right? while offsets propagate in your layout. I changed the logo, I kept the (c) notice for 2 reasons : 1) I promote RT as an efficient solution, and I am proud of promoting efficiency (egotic reason) 2) podlach : BestPractical should be granted the merit of the solution 3) there could be legal reason, but I don't care, it is free software and it is comes with the territory to recognize others works :) So choose the (c)ool attitude, it won't lessen your merits :) Have fun From todd at chaka.net Mon May 4 12:14:23 2009 From: todd at chaka.net (Todd Chapman) Date: Mon, 4 May 2009 12:14:23 -0400 Subject: [rt-users] Why are extracted custom fields not available in Autoreply template Message-ID: <519782dc0905040914g23ddac38mde943a5a4da1a47a@mail.gmail.com> All, I have a scrip that runs first and extracts custom fields on ticket created. The Autoreply scrip runs second, but if I use $Ticket->FirstCustomFieldValue('foo') in the Autoreply template I don't get the value that was extracted in the first scrip. What am I missing? Do I need to get the first scrip to commit somehow before the second runs? Thanks! -Todd From kfcrocker at lbl.gov Mon May 4 12:18:03 2009 From: kfcrocker at lbl.gov (Ken Crocker) Date: Mon, 04 May 2009 09:18:03 -0700 Subject: [rt-users] requestors group access In-Reply-To: <49FEAC79.5080403@commerzbank.com> References: <49FEAC79.5080403@commerzbank.com> Message-ID: <49FF153B.4090507@lbl.gov> Vaclav, Create a User-defined group called "Sysbase-Users". Then go to Configuration->Queue->(select Queue "Sybase or whatever")->Group Rights and grant the following privileges to group "Sysbase-Users": * "CreateTicket" * "SeeQueue" * "ShowTicket" * "ShowOutgoingEmail" * "ShowTicketComments" * Your technical support team may NOT want them to have this right. Make sure the Users for "Sysbase" tickets are in that "User" group and there you have it. All members of that group will be able to create and look at ALL tickets in the Queue you select. Oh, also be sure that those users are "Privileged" users, otherwise you will not be able to add them to a group that has privileges. Hope this helps. Kenn LBNL On 5/4/2009 1:51 AM, Vaclav Vobornik wrote: > Good morning, > I have a specific question from one of our customers. Let's say, there > is a Sybase team we support: Peter, John, and Maria (unprivileged users). > When Peter creates a ticket, only Peter can see it after he logs in to > the RT. The same when John creates a ticket - only he sees it. > I'd like they can see all the tickets one of them is a requestor - but > only within their Sybase group. E.g. When Maria creates a ticket, also > Peter and John could see a status in the same way like Maria. > > Is there any solution already in place, please? > > Many thanks > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From razvan.cosma at gmail.com Mon May 4 12:31:38 2009 From: razvan.cosma at gmail.com (Razvan Cosma) Date: Mon, 4 May 2009 19:31:38 +0300 Subject: [rt-users] full name in recipient address? Message-ID: Hello, RT sends emails only to user at domain, while almost everyone uses "first last" , and replying with the full name would look a lot nicer. Is this possible using the current template variables? Also, auto-completion starting from name not just e-mail in the "one-time cc:" field would be very good to have, is it interesting enough to submit a bug report for it? -------------- next part -------------- An HTML attachment was scrubbed... URL: From kfcrocker at lbl.gov Mon May 4 12:34:54 2009 From: kfcrocker at lbl.gov (Ken Crocker) Date: Mon, 04 May 2009 09:34:54 -0700 Subject: [rt-users] Why are extracted custom fields not available in Autoreply template In-Reply-To: <519782dc0905040914g23ddac38mde943a5a4da1a47a@mail.gmail.com> References: <519782dc0905040914g23ddac38mde943a5a4da1a47a@mail.gmail.com> Message-ID: <49FF192E.6030308@lbl.gov> Todd, I've run into that same problem. For some reason, when RT executes transactions, the RT base transactions seemed to override any "scrip" based changes that had a stage of "TransactionCreate". When I turned on "TransactionBatch" in my SiteConfig and set the "Stage" for the scrips to "TransactionBatch" it resolved my problem. Hope this helps. Kenn LBNL On 5/4/2009 9:14 AM, Todd Chapman wrote: > All, > > I have a scrip that runs first and extracts custom fields on ticket > created. The Autoreply scrip runs second, but if I use > $Ticket->FirstCustomFieldValue('foo') in the Autoreply template I > don't get the value that was extracted in the first scrip. What am I > missing? Do I need to get the first scrip to commit somehow before the > second runs? > > Thanks! > > -Todd > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > From vadud3 at gmail.com Mon May 4 12:57:22 2009 From: vadud3 at gmail.com (Asif Iqbal) Date: Mon, 4 May 2009 12:57:22 -0400 Subject: [rt-users] Canned replies are missing after the upgrade Message-ID: Hi I just realized the canned replies are missing since the upgrade from rt-3.4.5 to rt-3.8.2. I have the old instance backed up. How do I revive them? Thanks -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu A: Because it messes up the order in which people normally read text. Q: Why is top-posting such a bad thing? -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruslan.zakirov at gmail.com Mon May 4 13:06:53 2009 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Mon, 4 May 2009 21:06:53 +0400 Subject: [rt-users] Why are extracted custom fields not available in Autoreply template In-Reply-To: <519782dc0905040914g23ddac38mde943a5a4da1a47a@mail.gmail.com> References: <519782dc0905040914g23ddac38mde943a5a4da1a47a@mail.gmail.com> Message-ID: <589c94400905041006u4ecc2307v17e9a2ef62d76f90@mail.gmail.com> Message from the template is generated during Prepare step. On Mon, May 4, 2009 at 8:14 PM, Todd Chapman wrote: > All, > > I have a scrip that runs first and extracts custom fields on ticket > created. The Autoreply scrip runs second, but if I use > $Ticket->FirstCustomFieldValue('foo') in the Autoreply template I > don't get the value that was extracted in the first scrip. What am I > missing? Do I need to get the first scrip to commit somehow before the > second runs? > > Thanks! > > -Todd > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Best regards, Ruslan. From todd at chaka.net Mon May 4 13:10:36 2009 From: todd at chaka.net (Todd Chapman) Date: Mon, 4 May 2009 13:10:36 -0400 Subject: [rt-users] Why are extracted custom fields not available in Autoreply template In-Reply-To: <589c94400905041006u4ecc2307v17e9a2ef62d76f90@mail.gmail.com> References: <519782dc0905040914g23ddac38mde943a5a4da1a47a@mail.gmail.com> <589c94400905041006u4ecc2307v17e9a2ef62d76f90@mail.gmail.com> Message-ID: <519782dc0905041010x37050846ld1a66537fa908692@mail.gmail.com> Thanks Ruslan. Is there a reason for that? On Mon, May 4, 2009 at 1:06 PM, Ruslan Zakirov wrote: > Message from the template is generated during Prepare step. > > On Mon, May 4, 2009 at 8:14 PM, Todd Chapman wrote: >> All, >> >> I have a scrip that runs first and extracts custom fields on ticket >> created. The Autoreply scrip runs second, but if I use >> $Ticket->FirstCustomFieldValue('foo') in the Autoreply template I >> don't get the value that was extracted in the first scrip. What am I >> missing? Do I need to get the first scrip to commit somehow before the >> second runs? >> >> Thanks! >> >> -Todd >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> > > > > -- > Best regards, Ruslan. > From vadud3 at gmail.com Mon May 4 13:15:43 2009 From: vadud3 at gmail.com (Asif Iqbal) Date: Mon, 4 May 2009 13:15:43 -0400 Subject: [rt-users] Canned replies are missing after the upgrade In-Reply-To: References: Message-ID: On Mon, May 4, 2009 at 12:57 PM, Asif Iqbal wrote: > Hi > > I just realized the canned replies are missing since the upgrade from > rt-3.4.5 to rt-3.8.2. I have the old instance backed up. How do I revive > them? > Found it under local/html dir. Thanks > > Thanks > > -- > Asif Iqbal > PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu > A: Because it messes up the order in which people normally read text. > Q: Why is top-posting such a bad thing? > > > -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu A: Because it messes up the order in which people normally read text. Q: Why is top-posting such a bad thing? -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruslan.zakirov at gmail.com Mon May 4 13:17:31 2009 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Mon, 4 May 2009 21:17:31 +0400 Subject: [rt-users] full name in recipient address? In-Reply-To: References: Message-ID: <589c94400905041017l83e1349tc182b3a85b26c746@mail.gmail.com> Careful patch for RT is welcome. There is already extension for automcompletion of emails, most probably it's better to extend it with more options. On Mon, May 4, 2009 at 8:31 PM, Razvan Cosma wrote: > ?Hello, > RT sends emails only to user at domain, while almost everyone uses "first last" > , and replying with the full name would look a lot nicer. Is > this possible using the current template variables? > Also, auto-completion starting from name not just e-mail in the "one-time > cc:" field would be very good to have, is it interesting enough to submit a > bug report for it? > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Best regards, Ruslan. From ruslan.zakirov at gmail.com Mon May 4 13:19:04 2009 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Mon, 4 May 2009 21:19:04 +0400 Subject: [rt-users] Why are extracted custom fields not available in Autoreply template In-Reply-To: <519782dc0905041010x37050846ld1a66537fa908692@mail.gmail.com> References: <519782dc0905040914g23ddac38mde943a5a4da1a47a@mail.gmail.com> <589c94400905041006u4ecc2307v17e9a2ef62d76f90@mail.gmail.com> <519782dc0905041010x37050846ld1a66537fa908692@mail.gmail.com> Message-ID: <589c94400905041019j77bca37ib513930f9eb4693a@mail.gmail.com> I think it's done to generate list of recipients. On Mon, May 4, 2009 at 9:10 PM, Todd Chapman wrote: > Thanks Ruslan. Is there a reason for that? > > On Mon, May 4, 2009 at 1:06 PM, Ruslan Zakirov wrote: >> Message from the template is generated during Prepare step. >> >> On Mon, May 4, 2009 at 8:14 PM, Todd Chapman wrote: >>> All, >>> >>> I have a scrip that runs first and extracts custom fields on ticket >>> created. The Autoreply scrip runs second, but if I use >>> $Ticket->FirstCustomFieldValue('foo') in the Autoreply template I >>> don't get the value that was extracted in the first scrip. What am I >>> missing? Do I need to get the first scrip to commit somehow before the >>> second runs? >>> >>> Thanks! >>> >>> -Todd >>> _______________________________________________ >>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>> >>> Community help: http://wiki.bestpractical.com >>> Commercial support: sales at bestpractical.com >>> >>> >>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >>> Buy a copy at http://rtbook.bestpractical.com >>> >> >> >> >> -- >> Best regards, Ruslan. >> > -- Best regards, Ruslan. From ruslan.zakirov at gmail.com Mon May 4 13:20:23 2009 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Mon, 4 May 2009 21:20:23 +0400 Subject: [rt-users] Canned replies are missing after the upgrade In-Reply-To: References: Message-ID: <589c94400905041020gef068fch49d437d3d11f4106@mail.gmail.com> I think you're talking about RTFM and I believe you should upgrade it too. On Mon, May 4, 2009 at 8:57 PM, Asif Iqbal wrote: > Hi > > I just realized the canned replies are missing since the upgrade from > rt-3.4.5 to rt-3.8.2. I have the old instance backed up. How do I revive > them? > > Thanks > > -- > Asif Iqbal > PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu > A: Because it messes up the order in which people normally read text. > Q: Why is top-posting such a bad thing? > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Best regards, Ruslan. From toml at bitstatement.net Mon May 4 13:24:59 2009 From: toml at bitstatement.net (Tom Lahti) Date: Mon, 04 May 2009 10:24:59 -0700 Subject: [rt-users] how to run new rt cli in cron In-Reply-To: References: Message-ID: <49FF24EB.8090403@bitstatement.net> > How do I by pass the password prompt? Is there another user I can use > instead where I don't have to feed a password thru cronjob? You do not need an expect script or to feed the password to the CLI's STDIN at all. All you need is to arrange for the environment variables RTUSER, RTSERVER and RTPASSWD to be set in your environment before calling the CLI, like so: #!/bin/sh export RTUSER=someone export RTPASSWD=Something export RTSERVER=https://rt.server.com/ /opt/rt3/bin/rt show ticket/123 -------------- If you are parsing the output of the CLI, you're better off using the REST interface instead. The CLI's output changes from version to version, which will throw off your parse. The REST output won't change. See http://wiki.bestpractical.com/view/REST -- Tom Lahti From ruslan.zakirov at gmail.com Mon May 4 13:27:01 2009 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Mon, 4 May 2009 21:27:01 +0400 Subject: [rt-users] requestors group access In-Reply-To: <49FEAC79.5080403@commerzbank.com> References: <49FEAC79.5080403@commerzbank.com> Message-ID: <589c94400905041027nd5c090fh488fbb9e2d59737c@mail.gmail.com> I usually suggest to use Cc for that. On create you add group X to the Cc list of the ticket. In RT4 I hope you'll be able to have role "co-workers" and it would be clear. In RT3 you have to sacrifice Cc. You can replace requestor with "his" group. All this can be implemented with set of scrips. To define "user's main" group I suggest you to use Organization field each user has, for example Organization is X then group is "X organization". Something like that. Hope somebody will finally do it and publish as extension or I'll have to write it myself. On Mon, May 4, 2009 at 12:51 PM, Vaclav Vobornik wrote: > Good morning, > I have a specific question from one of our customers. Let's say, there > is a Sybase team we support: Peter, John, and Maria (unprivileged users). > When Peter creates a ticket, only Peter can see it after he logs in to > the RT. The same when John creates a ticket - only he sees it. > I'd like they can see all the tickets one of them is a requestor - but > only within their Sybase group. E.g. When Maria creates a ticket, also > Peter and John could see a status in the same way like Maria. > > Is there any solution already in place, please? > > Many thanks > > -- > Vaclav Vobornik > ZIT 12.2.3 System Design & Development > C O M M E R Z B A N K A G > Myslikova 31 > CZ-11000 Prague > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Best regards, Ruslan. From toml at bitstatement.net Mon May 4 13:28:41 2009 From: toml at bitstatement.net (Tom Lahti) Date: Mon, 04 May 2009 10:28:41 -0700 Subject: [rt-users] Query for Service downtime In-Reply-To: <54B67ECB9DBA4B4DBC69C96C2E0D425D04E3C573@instpex1.in.corp.sa> References: <54B67ECB9DBA4B4DBC69C96C2E0D425D04E3C573@instpex1.in.corp.sa> Message-ID: <49FF25C9.3040600@bitstatement.net> > services. I had a plan of fetching the difference in time of when the > tickets were opened and when the tickets were resolved. That would give > me the downtime but I have no idea how to implement that. Any help on > this regard will greatly appreciated. That's not really downtime, I wouldn't think, unless the tickets are both opened and resolved automatically. Are they? If either is done by a human, then its not system downtime. It's time to whenever-the-human-felt-like-doing-RT-stuff. -- Tom Lahti From vadud3 at gmail.com Mon May 4 15:00:18 2009 From: vadud3 at gmail.com (Asif Iqbal) Date: Mon, 4 May 2009 15:00:18 -0400 Subject: [rt-users] Template formating is broken Message-ID: All my templates from RT 3.4.5 looks broken with RT 3.8.2 For example a template like this " Please send a blank email to "rtrlist-subscribe at example.net" to join this mailing list. This will notify the list owner to approve/disapprove your subscription. Similarly, there's "rtrlist-unsubscribe at example.net". You'll receive a follow-up email when sending such request. Simply follow the instructions. " Shows exactly like this on rt 3.4.5. But on rt 3.8.2 it shows like this "Template RTRlist Sub/Unsub: Content changed from ' Please send a blank email to "rtrlist-subscribe at example.net" to join this mailing list. This will notify the list owner to approve/disapprove your subscription. Similarly, there's "rtrlist-unsubscribe at example.net". You'll receive a follow-up email when sending such request. Simply follow the instructions' to " Please send a blank email to "rtrlist-subscribe at example.net" to join this mailing list. This will notify the list owner to approve/disapprove your subscription. Similarly, there's "rtrlist-unsubscribe at example.net". You'll receive a follow-up email when sending such request. Simply follow the instructions." As you can see, not only the format is corrupted but the same content is showing up twice. Once with single quotes and once within double quotes -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu A: Because it messes up the order in which people normally read text. Q: Why is top-posting such a bad thing? -------------- next part -------------- An HTML attachment was scrubbed... URL: From allen+rtlist at crystalfontz.com Mon May 4 15:38:20 2009 From: allen+rtlist at crystalfontz.com (allen+rtlist at crystalfontz.com) Date: Mon, 4 May 2009 12:38:20 -0700 Subject: [rt-users] stop strangers from emailing other people's tickets Message-ID: <885d981e0905041238gf671e12v55f590106cd325d0@mail.gmail.com> Running into a problem where a "bad person" (unprivileged and unknown by RT) can send an email to the RT system with someone else's ticket ID in the subject. RT will recognize the (guessed) ticket ID, and permanently append the message (which may contain spam or nastiness) to somebody's ticket, even though the sender is not a valid party listed on the ticket. So some troublemaker can send 1 email with a random ticket ID, or 100,000 emails with all possible ticket ids and attack users' tickets. We want to allow people to create tickets by email and we do want RT users to be automatically created if they don't already exist. Is there a way, though, to deny permission for unprivileged users to "reply" to a ticket unless they are the Requestor or Cc? I have set Group Rights this way: Everyone: CreateTicket, ModifySelf Unprivileged: none Privileged: [many, including ReplyToTicket] Requestor: ReplyToTicket, SeeQueue, ShowTicket but the above permissions do not seem to make any difference in the ability of strangers being able to pollute random tickets with messages. It also seems that if an attacker forged his From address to appear to come from one of our privileged email addresses (like support at yourdomain), a permissions-only approach would not really make much of a barrier. Should some combination of permissions be able to work, or does preventing this abuse require a Scrip? Do any of you with RT installations ever run into situations where someone mail bombs or attacks your users' tickets by email in this way? What advice can you give? Allen From ktm at rice.edu Mon May 4 15:58:08 2009 From: ktm at rice.edu (Kenneth Marshall) Date: Mon, 4 May 2009 14:58:08 -0500 Subject: [rt-users] stop strangers from emailing other people's tickets In-Reply-To: <885d981e0905041238gf671e12v55f590106cd325d0@mail.gmail.com> References: <885d981e0905041238gf671e12v55f590106cd325d0@mail.gmail.com> Message-ID: <20090504195808.GA23405@it.is.rice.edu> On Mon, May 04, 2009 at 12:38:20PM -0700, allen+rtlist at crystalfontz.com wrote: > Running into a problem where a "bad person" (unprivileged and unknown > by RT) can send an email to the RT system with someone else's ticket > ID in the subject. RT will recognize the (guessed) ticket ID, and > permanently append the message (which may contain spam or nastiness) > to somebody's ticket, even though the sender is not a valid party > listed on the ticket. > > So some troublemaker can send 1 email with a random ticket ID, or > 100,000 emails with all possible ticket ids and attack users' tickets. > > We want to allow people to create tickets by email and we do want RT > users to be automatically created if they don't already exist. Is > there a way, though, to deny permission for unprivileged users to > "reply" to a ticket unless they are the Requestor or Cc? > > I have set Group Rights this way: > > Everyone: CreateTicket, ModifySelf > Unprivileged: none > Privileged: [many, including ReplyToTicket] > Requestor: ReplyToTicket, SeeQueue, ShowTicket > > but the above permissions do not seem to make any difference in the > ability of strangers being able to pollute random tickets with > messages. > > It also seems that if an attacker forged his From address to appear to > come from one of our privileged email addresses (like > support at yourdomain), a permissions-only approach would not really make > much of a barrier. > > Should some combination of permissions be able to work, or does > preventing this abuse require a Scrip? > > Do any of you with RT installations ever run into situations where > someone mail bombs or attacks your users' tickets by email in this > way? > > What advice can you give? > > Allen Allen, We run all of our RT E-mail into an anti-spam system with a quarantine function, before we pass it to RT. The means that attacks such as the above end up populating the quarantine, but do not actually pollute the tickets. Emptying the quarantine is a click away. It works quite well since it is not based on the guessed header, but the content of the message. Alternatively, if you could set up a "secured" channel for your valid E-mail addresses to communicate with RT from your priviledged servers, that might work as well. Good luck, Ken > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From chanty_kh at yahoo.com Tue May 5 03:17:47 2009 From: chanty_kh at yahoo.com (ty chan) Date: Tue, 5 May 2009 00:17:47 -0700 (PDT) Subject: [rt-users] Reqest Tracker CentOS 5.3 setup In-Reply-To: <49F4C8D8.70904@usd250.org> References: <49F4C8D8.70904@usd250.org> Message-ID: <811522.62150.qm@web52309.mail.re2.yahoo.com> Hi all, i am try to setup rt.3.8.2 on CentOS5.3. So far, the installation goes well by following your step. but i got stuck at HTML::Mason dependency when i run "make testdeps". i do can install HTML::Mason via YUM but it is 1.35 while rt.3.8.2 needs 1.36. i had tried looking around for 1.36 but still cannot find. please give me some clues. best regards, chanty ________________________________ From: Grant Deters To: rt-users at lists.bestpractical.com Sent: Monday, April 27, 2009 3:49:28 AM Subject: Re: [rt-users] Reqest Tracker CentOS 5.3 setup OK, got that far, has a bit of trouble with XML::RSS, however, I was able to pull it from the web. jmoseley at corp.xanadoo.com wrote: First and foremost, please email your requests for assistance to the mailing list. With that said, the main installation guide is Unix-generic, but if you know enough about your particular OS, you shouldn't have too many problems. Cent OS/RHEL (and other) guides do exist in the official RT setup wiki (http://wiki.bestpractical.com/view/InstallationGuides), but they quickly become a bit outdated because package names change, versions change, etc, and some refer to third-party yum repos to install RT-required software and even RT itself. The obvious questions are what have you installed thus far and where are you encountering problems? I would say RT installation falls into four basic steps: 1. Installing necessary software that RT requires (perl, perl modules, database software (both client and server), webserver, perl interpreter, etc) 2. Installing RT (this is the point where most perl modules will be installed) 3. Setting up RT database 4. Configuring RT (RT_SiteConfig.pm), webserver, and mail environment I'll go ahead and start with numbers one and two above using Mysql, Apache, and FastCGI. In this example, RT itself will be installed from source, supporting software will be installed via standard CentOS yum repositories, and most perl modules via CPAN. It's further assumed that Mysql will be running on the same server as RT (I prefer separate servers as perfomance will be better with a dedicated mysql server with fast disks and lots of memory, preferably a 64-bit system to better take advantage of memory). Perhaps you've already completed these steps: 1. Install the following via yum: httpd, perl, mysql, mysql-server, mod_fcgid, ncftp a) create entry in /etc/group for rt group: rt:x:501:apache b) disable Selinux in /etc/selinux/config: SELINUX=disabled c) then execute the following from a shell prompt: echo 0 > /selinux/enforce This way you don't have to reboot the box... If for some reason this doesn't work, simply reboot... 2. Download RT source; unzip, untar it, rename to 'rt-3.8.2.src' a) CD into your source directory and then run the following command (you can choose to install RT in any directory you want, of course): ./configure --prefix=/opt/rt3.8.2 --with-web-user=apache --with-web-group=apache --with-mysql --with-web-handler=fastcgi b) make testdeps This will list all the perl modules you need to install c) make fixdeps This will automatically try to install all the required perl modules by invoking CPAN. If you haven't already invoked the CPAN shell environment, there will be a set of setup questions CPAN will ask you. There is a strong possibly that 'make fixdeps' won't get all required modules installed. In this case, you will have to run 'cpan' from a shell prompt and install one perl module at a time. Be advised that many of the required perl modules have dependencies, so the CPAN installer will attempt to install those as well. As a last resort if run into problems with CPAN, you can install quite a few of the required perl modules from yum. Look at the wiki refereneced above for RHEL/Cent OS examples of what perl modules are generally available via yum. Keep performing 'make testdeps' to ensure all perl modules have been installed. When they have been: d) make install e) ln -s /opt/rt3.8.2 /opt/rt3 I do the following to keep upgrades sane. For example, when I upgrade to say, RT 3.8.3, it will be installed in /opt/rt3.8.3 and I will then delete the existing /opt/rt3 soft link and repoint it at the new installation. This way, I can install a new version of RT without upgrading/blowing away the live version, which also means I can fall back to the previous version if the new version doesn't work for some reason. Hope this helps! If you get passed this, then I will continue with the other steps. I'll then add to the RT wiki... James Moseley Grant Deters wrote: Hello, I was wondering if you had any good guides to installing RT on CentOS 5.3. I have been unsuccessful in my first attempt as the guides for it on their website where hard for me to follow as they don't provide one specifically for this OS. Any help would be greatly appreciated. Thanks -- Grant S. Deters USD 250 School District Assistant Network/Systems Administrator Ph. (620) 235.3246 -------------- next part -------------- An HTML attachment was scrubbed... URL: From alberto.villanueva at altran.es Tue May 5 04:43:39 2009 From: alberto.villanueva at altran.es (Alberto Villanueva) Date: Tue, 5 May 2009 10:43:39 +0200 Subject: [rt-users] Query about Tickets table Message-ID: Good morning, Several days ago, I have been executing some queries from mysql. I have obtained results that web interface doesn't generate. I would like to know if someone knows it's happening. The simpler sentence is next: RT --> Status = 'resolved' MySQL --> SELECT COUNT(id) as 'TOTAL' FROM Tickets WHERE Status = 'resolved'; The result in RT is: 28.536 The result in MySQL is: 28.659 Any idea? Thanks a lot!! Best regards, ALBERTO VILLANUEVA DEL VAL Consultor ____________________________________________ Altran Technologies ParqueEmpresarial Las Mercedes, Edificio 1 C/ Campezo, 1. 28022 Madrid Tel: + 34 91 744 46 00 - Ext: 2205 Fax: + 34 91 415 24 57 www.altran.es From jul-rt at julbox.net Tue May 5 05:17:19 2009 From: jul-rt at julbox.net (jul) Date: Tue, 5 May 2009 11:17:19 +0200 (CEST) Subject: [rt-users] Reqest Tracker CentOS 5.3 setup In-Reply-To: <811522.62150.qm@web52309.mail.re2.yahoo.com> References: <49F4C8D8.70904@usd250.org> <811522.62150.qm@web52309.mail.re2.yahoo.com> Message-ID: <44739.84.103.45.38.1241515039.squirrel@squirrel.est-unique.net> ty chan a ?crit : > Hi all, i am try to setup rt.3.8.2 on CentOS5.3. So far, the installation > goes well by following your step. but i got stuck at HTML::Mason > dependency when i run "make testdeps". i do can install HTML::Mason via > YUM but it is 1.35 while rt.3.8.2 needs 1.36. i had tried looking around > for 1.36 but still cannot find. > > please give me some clues. > If it is the same as RedHat Enterprise 4 then it may become dirty for the weaked hearted sysadmins. In the previous mail you had an important part (see end of this mail) Sometimes yum fails to meet the expectation, (it is fairly easy to be too bleeding edge for debian /redhat / centos). Then you have to do the infamous perl -eshell -MCPAN to help (it has already be done by make fixdeps), but sometimes, make testdeps/fixdeps cannot do the fine tuning, so you have to go through the missing modules by hand. In short, you enter the perl version of DL Hell (Dependencies Lost Hell or DLL (for which MS has a patent perl community never acknowledge)). You will surely overcome it, just trust make fixdeps or do as you are told by cpan (cpanplus is sometimes suggested for a better handling of dependencies). The dark side is that a regular update of perl by Centos may conflict with these added module. I guess there is a way to install cleanly by using a specific combo @INC / prefix for RT that should not conflict. b) make testdeps This will list all the perl modules you need to install c) make fixdeps This will automatically try to install all the required perl modules by invoking CPAN. If you haven't already invoked the CPAN shell environment, there will be a set of setup questions CPAN will ask you. There is a strong possibly that 'make fixdeps' won't get all required modules installed. In this case, you will have to run 'cpan' from a shell prompt and install one perl module at a time. Be advised that many of the required perl modules have dependencies, so the CPAN installer will attempt to install those as well. As a last resort if run into problems with CPAN, you can install quite a few of the required perl modules from yum. Look at the wiki refereneced above for RHEL/Cent OS examples of what perl modules are generally available via yum. Keep performing 'make testdeps' to ensure all perl modules have been installed. When they have been: -- Julien Tayon // digital craftsman // making things simpler (when possible) And you can't get any Watney's Red Barrel, because the bars close every time you're thirsty... From chanty_kh at yahoo.com Tue May 5 05:37:13 2009 From: chanty_kh at yahoo.com (ty chan) Date: Tue, 5 May 2009 02:37:13 -0700 (PDT) Subject: [rt-users] Reqest Tracker CentOS 5.3 setup In-Reply-To: <44739.84.103.45.38.1241515039.squirrel@squirrel.est-unique.net> References: <49F4C8D8.70904@usd250.org> <811522.62150.qm@web52309.mail.re2.yahoo.com> <44739.84.103.45.38.1241515039.squirrel@squirrel.est-unique.net> Message-ID: <321043.15388.qm@web52304.mail.re2.yahoo.com> Hi Julien, Thanks for your information. I can make it now by manually install the from tar file downloading from CPAN site. now, i can open the web page but it displays in text mode only :( Below is my log message from htmld/error_log [Tue May 05 16:27:58 2009] [warn] mod_fcgid: stderr: [Tue May 5 09:27:58 2009] [crit]: no such exception class HTML::Mason::Exception::Abort at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Exceptions.pm line 113. (/opt/rt3/bin/mason_handler.fcgi:81) [Tue May 05 16:27:58 2009] [warn] mod_fcgid: stderr: Trace begun at /opt/rt3/bin/../lib/RT.pm line 289 [Tue May 05 16:27:58 2009] [warn] mod_fcgid: stderr: Log::Dispatch::__ANON__('Log::Dispatch=HASH(0xac4c988)', '') called at /opt/rt3/bin/mason_handler.fcgi line 81 [Tue May 05 16:27:59 2009] [notice] child pid 2117 exit signal Segmentation fault (11) [Tue May 05 16:27:59 2009] [notice] child pid 2118 exit signal Segmentation fault (11) [Tue May 05 16:27:59 2009] [notice] child pid 2119 exit signal Segmentation fault (11) [Tue May 05 16:27:59 2009] [notice] child pid 2120 exit signal Segmentation fault (11) [Tue May 05 16:27:59 2009] [notice] child pid 2121 exit signal Segmentation fault (11) [Tue May 05 16:27:59 2009] [notice] child pid 2122 exit signal Segmentation fault (11) [Tue May 05 16:27:59 2009] [notice] child pid 2123 exit signal Segmentation fault (11) and below is my rt.log [root at localhost ~]# tail /var/log/rt.log Log::Dispatch::__ANON__('Log::Dispatch=HASH(0xac4c988)', '') called at /opt/rt3/bin/mason_handler.fcgi line 81 [Tue May 5 09:27:58 2009] [crit]: no such exception class HTML::Mason::Exception::Abort at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Exceptions.pm line 113. (/opt/rt3/bin/mason_handler.fcgi:81) Trace begun at /opt/rt3/bin/../lib/RT.pm line 289 Log::Dispatch::__ANON__('Log::Dispatch=HASH(0xac4c988)', '') called at /opt/rt3/bin/mason_handler.fcgi line 81 [Tue May 5 09:27:58 2009] [crit]: no such exception class HTML::Mason::Exception::Abort at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Exceptions.pm line 113. (/opt/rt3/bin/mason_handler.fcgi:81) Trace begun at /opt/rt3/bin/../lib/RT.pm line 289 Log::Dispatch::__ANON__('Log::Dispatch=HASH(0xac4c988)', '') called at /opt/rt3/bin/mason_handler.fcgi line 81 [Tue May 5 09:27:58 2009] [crit]: no such exception class HTML::Mason::Exception::Abort at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Exceptions.pm line 113. (/opt/rt3/bin/mason_handler.fcgi:81) Trace begun at /opt/rt3/bin/../lib/RT.pm line 289 Log::Dispatch::__ANON__('Log::Dispatch=HASH(0xac4c988)', '') called at /opt/rt3/bin/mason_handler.fcgi line 81 I am not sure what it is trying to say. below is the folder permission: [root at localhost ~]# ls -l /opt/rt3.8.2/share/ total 8 drwxr-xr-x 2 root root 4096 May 5 16:19 doc drwxr-xr-x 18 root bin 4096 May 5 16:19 html It looks OK since other group has READ permission on html folder. best regards, chanty ________________________________ From: jul To: rt-users at lists.bestpractical.com Sent: Tuesday, May 5, 2009 4:17:19 PM Subject: Re: [rt-users] Reqest Tracker CentOS 5.3 setup ty chan a ?crit : > Hi all, i am try to setup rt.3.8.2 on CentOS5.3. So far, the installation > goes well by following your step. but i got stuck at HTML::Mason > dependency when i run "make testdeps". i do can install HTML::Mason via > YUM but it is 1.35 while rt.3.8.2 needs 1.36. i had tried looking around > for 1.36 but still cannot find. > > please give me some clues. > If it is the same as RedHat Enterprise 4 then it may become dirty for the weaked hearted sysadmins. In the previous mail you had an important part (see end of this mail) Sometimes yum fails to meet the expectation, (it is fairly easy to be too bleeding edge for debian /redhat / centos). Then you have to do the infamous perl -eshell -MCPAN to help (it has already be done by make fixdeps), but sometimes, make testdeps/fixdeps cannot do the fine tuning, so you have to go through the missing modules by hand. In short, you enter the perl version of DL Hell (Dependencies Lost Hell or DLL (for which MS has a patent perl community never acknowledge)). You will surely overcome it, just trust make fixdeps or do as you are told by cpan (cpanplus is sometimes suggested for a better handling of dependencies). The dark side is that a regular update of perl by Centos may conflict with these added module. I guess there is a way to install cleanly by using a specific combo @INC / prefix for RT that should not conflict. b) make testdeps This will list all the perl modules you need to install c) make fixdeps This will automatically try to install all the required perl modules by invoking CPAN. If you haven't already invoked the CPAN shell environment, there will be a set of setup questions CPAN will ask you. There is a strong possibly that 'make fixdeps' won't get all required modules installed. In this case, you will have to run 'cpan' from a shell prompt and install one perl module at a time. Be advised that many of the required perl modules have dependencies, so the CPAN installer will attempt to install those as well. As a last resort if run into problems with CPAN, you can install quite a few of the required perl modules from yum. Look at the wiki refereneced above for RHEL/Cent OS examples of what perl modules are generally available via yum. Keep performing 'make testdeps' to ensure all perl modules have been installed. When they have been: -- Julien Tayon // digital craftsman // making things simpler (when possible) And you can't get any Watney's Red Barrel, because the bars close every time you're thirsty... _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From rfh at vialtus.com Tue May 5 05:38:53 2009 From: rfh at vialtus.com (Raed El-Hames) Date: Tue, 05 May 2009 10:38:53 +0100 Subject: [rt-users] Query about Tickets table In-Reply-To: References: Message-ID: <4A00092D.6000405@vialtus.com> 2 possible causes: 1- Merged tickets .. RT will assume 1 ticket for merged ones 2- You do n't have permission on all queues in Mysql try: select count(EffectiveId) as TOTAL From Tickets where Status = 'resolved' ; Regards; Roy Alberto Villanueva wrote: > Good morning, > > Several days ago, I have been executing some queries from mysql. > I have obtained results that web interface doesn't generate. I > would like to know if someone knows it's happening. > > The simpler sentence is next: > > RT --> Status = 'resolved' > > MySQL --> SELECT COUNT(id) as 'TOTAL' FROM Tickets WHERE Status = > 'resolved'; > > The result in RT is: 28.536 > The result in MySQL is: 28.659 > > Any idea? > > Thanks a lot!! > > Best regards, > > ALBERTO VILLANUEVA DEL VAL > Consultor > ____________________________________________ > Altran Technologies > ParqueEmpresarial Las Mercedes, Edificio 1 > C/ Campezo, 1. 28022 Madrid > Tel: + 34 91 744 46 00 - Ext: 2205 > Fax: + 34 91 415 24 57 > www.altran.es > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From jul-rt at julbox.net Tue May 5 06:25:25 2009 From: jul-rt at julbox.net (jul) Date: Tue, 5 May 2009 12:25:25 +0200 (CEST) Subject: [rt-users] Reqest Tracker CentOS 5.3 setup In-Reply-To: <321043.15388.qm@web52304.mail.re2.yahoo.com> References: <49F4C8D8.70904@usd250.org> <811522.62150.qm@web52309.mail.re2.yahoo.com> <44739.84.103.45.38.1241515039.squirrel@squirrel.est-unique.net> <321043.15388.qm@web52304.mail.re2.yahoo.com> Message-ID: <43764.84.103.45.38.1241519125.squirrel@squirrel.est-unique.net> ty chan a ?crit : > Hi Julien, > No problems, no fun. > [Tue May 05 16:27:58 2009] [warn] mod_fcgid: stderr: [Tue May 5 09:27:58 > 2009] [crit]: no such exception class HTML::Mason::Exception::Abort at > /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Exceptions.pm line 113. > (/opt/rt3/bin/mason_handler.fcgi:81) Rule of thumb with traces : interesting stuff seems to be at the end, but not the ultimate end in order to confuse you. rule of marvic : MVC are the philosophal stone that transmute exceptions in maze. Corrollar : I miss GOTO statement. Regarding your problem : search or a file named (/usr/share/perl5/|dirs revelant to your distro)HTML/Mason/Exceptions.pm if no such file: type perl -eshell -MCPAN and in the prompt of the shell type install HTML::Mason::Exceptions I have the feeling you did not make a make fixdeps from source. -- Hey teachers leave the kids alone, on and on ... we're just another perl in the necklace ... "Even more amazing was the realization that God has Internet access. I wonder if He has a full newsfeed?" (By Matt Welsh) From vadud3 at gmail.com Tue May 5 07:57:49 2009 From: vadud3 at gmail.com (Asif Iqbal) Date: Tue, 5 May 2009 07:57:49 -0400 Subject: [rt-users] Template formating is broken In-Reply-To: References: Message-ID: On Mon, May 4, 2009 at 3:00 PM, Asif Iqbal wrote: > All my templates from RT 3.4.5 looks broken with RT 3.8.2 > > For example a template like this > > " > > Please send a blank email to "rtrlist-subscribe at example.net" to join this > mailing > list. This will notify the list owner to approve/disapprove your > subscription. > > Similarly, there's "rtrlist-unsubscribe at example.net". > > You'll receive a follow-up email when sending such request. Simply > follow the instructions. > > " > > Shows exactly like this on rt 3.4.5. > > But on rt 3.8.2 it shows like this > > "Template RTRlist Sub/Unsub: Content changed from ' Please send a blank > email to "rtrlist-subscribe at example.net" to join this mailing list. This > will notify the list owner to approve/disapprove your subscription. > Similarly, there's "rtrlist-unsubscribe at example.net". You'll receive a > follow-up email when sending such request. Simply follow the instructions' > to " Please send a blank email to "rtrlist-subscribe at example.net" to join > this mailing list. This will notify the list owner to approve/disapprove > your subscription. Similarly, there's "rtrlist-unsubscribe at example.net". > You'll receive a follow-up email when sending such request. Simply follow > the instructions." > > > As you can see, not only the format is corrupted but the same content is > showing up twice. Once with single quotes and once within double quotes > > I have not found a solution yet. Still looking for help > > -- > Asif Iqbal > PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu > A: Because it messes up the order in which people normally read text. > Q: Why is top-posting such a bad thing? > > > -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu A: Because it messes up the order in which people normally read text. Q: Why is top-posting such a bad thing? -------------- next part -------------- An HTML attachment was scrubbed... URL: From graf0 at post.pl Tue May 5 07:57:31 2009 From: graf0 at post.pl (=?ISO-8859-2?Q?Grzegorz_Marsza=B3ek?=) Date: Tue, 5 May 2009 13:57:31 +0200 Subject: [rt-users] problem with sending emails with polish character in subject Message-ID: Hello! I've just upgraded to rt 3.8.2 and I've got following problem: If I send email do my RT without Polish characters - everything works fine. But if there are some of those chars (ie.: "grzeg???ka"), then I'm unable to replay to ticket - each time I click on "replay" I see im my logs lines like: May 5 13:53:08 mercury RT: Scrip Prepare 20 died. - Cannot decode string with wide characters at /usr/lib/perl/5.8/Encode.pm line 166. Stack: [/usr/lib/perl/5.8/Encode.pm:166] [/usr/lib/perl/5.8/ Encode.pm:206] [/usr/share/request-tracker3.8/lib/RT/Action/ SendEmail.pm:958] [/usr/share/request-tracker3.8/lib/RT/Action/ SendEmail.pm:575] [/usr/share/request-tracker3.8/lib/RT/Action/ SendEmail.pm:169] [/usr/share/request-tracker3.8/lib/RT/Action/ Notify.pm:69] [/usr/share/request-tracker3.8/lib/RT/ ScripAction_Overlay.pm:230] [/usr/share/request-tracker3.8/lib/RT/ Scrip_Overlay.pm:435] [/usr/share/request-tracker3.8/lib/RT/ Scrips_Overlay.pm:240] [/usr/share/request-tracker3.8/lib/RT/ Transaction_Overlay.pm:169] [/usr/share/request-tracker3.8/lib/RT/ Record.pm:1456] [/usr/share/request-tracker3.8/lib/RT/ Ticket_Overlay.pm:2145] [/usr/share/request-tracker3.8/lib/RT/ Ticket_Overlay.pm:2057] [/usr/share/request-tracker3.8/html/Ticket/ Elements/PreviewScrips:131] [/usr/share/request-tracker3.8/htm (etc. for each scrips I've defined). The same log entries appears when I fill form and click update. No email is sent. How to fix this problem? --- Grzegorz Marsza?ek graf0 at post.pl From woody at wildthingsafaris.com Tue May 5 08:58:52 2009 From: woody at wildthingsafaris.com (Woody - Wild Things) Date: Tue, 05 May 2009 15:58:52 +0300 Subject: [rt-users] Non transitioning status/AutoOpen Message-ID: <4A00380C.1070200@wildthingsafaris.com> Hello all, Has anyone had success with NonTransitioningStatuses? (RT 3.8.1) I've tried the implementation at http://wiki.bestpractical.com/view/NonTransitioningStatus and have now simplified it to # diff /local/lib/RT/Action/AutoOpen.pm lib/RT/Action/AutoOpen.pm my $status = $self->TicketObj->Status; return undef if $status eq 'open'; return undef if $status eq 'new' && $self->TransactionObj->IsInbound; 76,79d75 < return undef if $status eq 'confirmed'; < return undef if $status eq 'sold'; < return undef if $status eq 'pending'; < return undef if $status eq 'happening'; which couldn't be simpler, but my "confirmed" etc. tickets still revert to open on correspondence. Might I have missed something>? I've checked scrips for that queue, but none seem to apply. thanks in advance Woody. -- ----------------------- Richard Wood (Woody) Managing Director Wild Thing Safaris Ltd. PO BOX 34514 DSM Office: +255 (0) 222 617 166 Mobile: +255 (0) 773 503 502 http://www.wildthingsafaris.com http://www.wildthingsafaris.com/pub/woody.html From ruslan.zakirov at gmail.com Tue May 5 10:23:40 2009 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Tue, 5 May 2009 18:23:40 +0400 Subject: [rt-users] problem with sending emails with polish character in subject In-Reply-To: References: Message-ID: <589c94400905050723g11463cb2u2d75bb4a9a89a127@mail.gmail.com> Do you send it via email or create via WebUI? If it's first then could you please send me copy of email as it goes out of your MUA. I don't need text, but whole MIME envelope. You can find message in the "sent" box and use "view source" feature, I hope your MUA has such. Sent it to me as an attachment. You can hide some deatails, but please try to avoid breaking formatting. 2009/5/5 Grzegorz Marsza?ek : > Hello! > > I've just upgraded to rt 3.8.2 and I've got following problem: > > If I send email do my RT without Polish characters - everything works > fine. > > But if there are some of those chars (ie.: "grzeg???ka"), then I'm > unable to replay to ticket - each time I click on "replay" I see im my > logs lines like: > > May ?5 13:53:08 mercury RT: Scrip Prepare 20 died. - Cannot decode > string with wide characters at /usr/lib/perl/5.8/Encode.pm line 166. > Stack: ? [/usr/lib/perl/5.8/Encode.pm:166] ? [/usr/lib/perl/5.8/ > Encode.pm:206] ? [/usr/share/request-tracker3.8/lib/RT/Action/ > SendEmail.pm:958] ? [/usr/share/request-tracker3.8/lib/RT/Action/ > SendEmail.pm:575] ? [/usr/share/request-tracker3.8/lib/RT/Action/ > SendEmail.pm:169] ? [/usr/share/request-tracker3.8/lib/RT/Action/ > Notify.pm:69] ? [/usr/share/request-tracker3.8/lib/RT/ > ScripAction_Overlay.pm:230] ? [/usr/share/request-tracker3.8/lib/RT/ > Scrip_Overlay.pm:435] ? [/usr/share/request-tracker3.8/lib/RT/ > Scrips_Overlay.pm:240] ? [/usr/share/request-tracker3.8/lib/RT/ > Transaction_Overlay.pm:169] ? [/usr/share/request-tracker3.8/lib/RT/ > Record.pm:1456] ? [/usr/share/request-tracker3.8/lib/RT/ > Ticket_Overlay.pm:2145] ? [/usr/share/request-tracker3.8/lib/RT/ > Ticket_Overlay.pm:2057] ? [/usr/share/request-tracker3.8/html/Ticket/ > Elements/PreviewScrips:131] ? [/usr/share/request-tracker3.8/htm > > (etc. for each scrips I've defined). The same log entries appears when > I fill form and click update. No email is sent. > > How to fix this problem? > --- > Grzegorz Marsza?ek > graf0 at post.pl > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Best regards, Ruslan. From jpierce at cambridgeenergyalliance.org Tue May 5 12:18:35 2009 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Tue, 5 May 2009 12:18:35 -0400 Subject: [rt-users] RT Email config for Google Apps In-Reply-To: <885d981e0905011124i5d4502dcteb27b87d54bad60c@mail.gmail.com> References: <885d981e0905011124i5d4502dcteb27b87d54bad60c@mail.gmail.com> Message-ID: We use our server as an inbound gateway, passing through any non-RT (or mailman) addresses to Google Apps. the Google Apps servers are also listed as lower priority MX entries for our domain. -- Cambridge Energy Alliance: Save money. Save the planet. From sambauser at iastate.edu Tue May 5 16:20:52 2009 From: sambauser at iastate.edu (chris) Date: Tue, 5 May 2009 15:20:52 -0500 Subject: [rt-users] mailgate not working after OS update Message-ID: I did some updates to Solaris 10 and now RT mailgate isn't working. New tickets emailed in don't show up. Here's what I'm getting with a test: -bash-3.00$ echo "test" | /opt/rt3/bin/rt-mailgate --debug --action correspond --queue General --url http://xxx.xxx.iastate.edu Connecting to http://gdcbfileserver.gdcb.iastate.edu/REST/1.0/NoAuth/ mail-gateway at /opt/rt3/bin/rt-mailgate line 102, <> line 1. Can't locate object method "seek" via package "File::Temp" at /usr/ perl5/site_perl/5.8.4/MIME/Parser.pm line 816, line 1. Stack: [/usr/perl5/site_perl/5.8.4/MIME/Parser.pm:816] [/usr/perl5/site_perl/5.8.4/MIME/Parser.pm:1083] [/usr/perl5/site_perl/5.8.4/MIME/Parser.pm:1177] [/usr/perl5/site_perl/5.8.4/MIME/Parser.pm:1150] [/opt/rt3/lib/RT/EmailParser.pm:231] [/opt/rt3/lib/RT/EmailParser.pm:179] [/opt/rt3/lib/RT/EmailParser.pm:139] [/opt/rt3/lib/RT/Interface/Email.pm:549] [/opt/rt3/share/html/REST/1.0/NoAuth/mail-gateway:61] RT server error. The RT server which handled your email did not behave as expected. It said: Can't locate object method "seek" via package "File::Temp" at /usr/ perl5/site_perl/5.8.4/MIME/Parser.pm line 816, line 1. Stack: [/usr/perl5/site_perl/5.8.4/MIME/Parser.pm:816] [/usr/perl5/site_perl/5.8.4/MIME/Parser.pm:1083] [/usr/perl5/site_perl/5.8.4/MIME/Parser.pm:1177] [/usr/perl5/site_perl/5.8.4/MIME/Parser.pm:1150] [/opt/rt3/lib/RT/EmailParser.pm:231] [/opt/rt3/lib/RT/EmailParser.pm:179] [/opt/rt3/lib/RT/EmailParser.pm:139] [/opt/rt3/lib/RT/Interface/Email.pm:549] [/opt/rt3/share/html/REST/1.0/NoAuth/mail-gateway:61] From chanty_kh at yahoo.com Tue May 5 21:29:38 2009 From: chanty_kh at yahoo.com (ty chan) Date: Tue, 5 May 2009 18:29:38 -0700 (PDT) Subject: [rt-users] Reqest Tracker CentOS 5.3 setup In-Reply-To: <43764.84.103.45.38.1241519125.squirrel@squirrel.est-unique.net> References: <49F4C8D8.70904@usd250.org> <811522.62150.qm@web52309.mail.re2.yahoo.com> <44739.84.103.45.38.1241515039.squirrel@squirrel.est-unique.net> <321043.15388.qm@web52304.mail.re2.yahoo.com> <43764.84.103.45.38.1241519125.squirrel@squirrel.est-unique.net> Message-ID: <470738.78950.qm@web52308.mail.re2.yahoo.com> please see below file lists: [root at localhost Mason]# pwd /usr/lib/perl5/site_perl/5.8.8/HTML/Mason [root at localhost Mason]# ll total 568 -r--r--r-- 1 root root 40239 May 6 08:13 Admin.pod drwxr-xr-x 2 root root 4096 May 6 08:13 Apache -r--r--r-- 1 root root 36194 May 6 08:13 ApacheHandler.pm drwxr-xr-x 2 root root 4096 May 5 14:35 Cache -r--r--r-- 1 root root 19587 May 6 08:13 CGIHandler.pm drwxr-xr-x 2 root root 4096 May 6 08:13 Compiler -r--r--r-- 1 root root 28784 May 6 08:13 Compiler.pm drwxr-xr-x 2 root root 4096 May 5 14:35 Component -r--r--r-- 1 root root 17159 May 6 08:13 Component.pm -r--r--r-- 1 root root 5283 May 5 14:35 ComponentSource.pm -r--r--r-- 1 root root 77124 May 6 08:13 Devel.pod -r--r--r-- 1 root root 2850 May 5 14:35 Escapes.pm -r--r--r-- 1 root root 16471 May 5 14:35 Exceptions.pm -r--r--r-- 1 root root 11861 May 6 08:13 FakeApache.pm -r--r--r-- 1 root root 930 May 5 14:35 Handler.pm -r--r--r-- 1 root root 46828 May 5 14:35 Interp.pm -r--r--r-- 1 root root 18879 May 6 08:13 Lexer.pm -r--r--r-- 1 root root 5813 May 5 14:35 MethodMaker.pm -r--r--r-- 1 root root 33955 May 6 08:13 Params.pod -r--r--r-- 1 root root 483 May 5 14:35 Parser.pm drwxr-xr-x 2 root root 4096 May 5 14:35 Plugin -r--r--r-- 1 root root 5665 May 5 14:35 Plugin.pm -r--r--r-- 1 root root 78471 May 6 08:13 Request.pm drwxr-xr-x 2 root root 4096 May 5 14:35 Resolver -r--r--r-- 1 root root 3465 May 5 14:35 Resolver.pm -r--r--r-- 1 root root 10017 May 5 14:35 Subclassing.pod -r--r--r-- 1 root root 24798 May 5 14:35 Tests.pm -r--r--r-- 1 root root 9622 May 5 14:35 Tools.pm -r--r--r-- 1 root root 2442 May 5 14:35 Utils.pm exceptions.pm does exist. :) and please see below "make testdeps" and "make fixdeps": [root at localhost rt-3.8.2.src]# make testdeps /usr/bin/perl ./sbin/rt-test-dependencies --verbose --with-mysql --with-fastcgi perl: >=5.8.3(5.8.8)...found users: rt group (rt)...found bin owner (root)...found libs owner (root)...found libs group (bin)...found web owner (apache)...found web group (apache)...found CLI dependencies: Term::ReadKey...found Getopt::Long >= 2.24...found HTTP::Request::Common...found Term::ReadLine...found Text::ParseWords...found LWP...found CORE dependencies: Class::ReturnValue >= 0.40...found Text::Quoted >= 2.02...found CSS::Squish >= 0.06...found Encode >= 2.13...found Module::Versions::Report >= 1.05...found MIME::Entity >= 5.425...found DBI >= 1.37...found Locale::Maketext::Lexicon >= 0.32...found Devel::StackTrace >= 1.19...found Digest::base...found Time::ParseDate...found File::Temp >= 0.18...found Locale::Maketext >= 1.06...found Tree::Simple >= 1.04...found Text::Template >= 1.45...found Scalar::Util...found HTML::Scrubber >= 0.08...found File::Spec >= 0.8...found Calendar::Simple...found DBIx::SearchBuilder >= 1.54...found Mail::Mailer >= 1.57...found File::ShareDir...found Regexp::Common...found Digest::MD5 >= 2.27...found HTML::Entities...found Cache::Simple::TimedExpiry...found File::Glob...found Locale::Maketext::Fuzzy...found Time::HiRes...found Text::Wrapper...found Log::Dispatch >= 2.0...found UNIVERSAL::require...found Email::Address...found DASHBOARDS dependencies: HTML::RewriteAttributes >= 0.02...found MIME::Types...found FASTCGI dependencies: CGI::Fast...found CGI >= 3.38...found FCGI...found GPG dependencies: PerlIO::eol...found GnuPG::Interface...found ICAL dependencies: Data::ICal...found MAILGATE dependencies: Pod::Usage...found HTML::TreeBuilder...found Getopt::Long...found HTML::FormatText...found LWP::UserAgent...found MASON dependencies: Storable >= 2.08...found CSS::Squish >= 0.06...found Apache::Session >= 1.53...found Errno...found Devel::StackTrace >= 1.19...found CGI::Cookie >= 1.20...found Text::WikiFormat >= 0.76...found XML::RSS >= 1.05...found HTML::Mason >= 1.36...found Digest::MD5 >= 2.27...found MYSQL dependencies: DBD::mysql >= 2.1018...found SMTP dependencies: Net::SMTP...found STANDALONE dependencies: Net::Server::PreFork...found Net::Server...found HTTP::Server::Simple >= 0.34...found HTTP::Server::Simple::Mason >= 0.09...found All dependencies have been found. [root at localhost rt-3.8.2.src]# [root at localhost rt-3.8.2.src]# make fixdeps /usr/bin/perl ./sbin/rt-test-dependencies --verbose --install --with-mysql --with-fastcgi perl: >=5.8.3(5.8.8)...found users: rt group (rt)...found bin owner (root)...found libs owner (root)...found libs group (bin)...found web owner (apache)...found web group (apache)...found CLI dependencies: Term::ReadKey...found Getopt::Long >= 2.24...found HTTP::Request::Common...found Term::ReadLine...found Text::ParseWords...found LWP...found CORE dependencies: Class::ReturnValue >= 0.40...found Text::Quoted >= 2.02...found CSS::Squish >= 0.06...found Encode >= 2.13...found Module::Versions::Report >= 1.05...found MIME::Entity >= 5.425...found DBI >= 1.37...found Locale::Maketext::Lexicon >= 0.32...found Devel::StackTrace >= 1.19...found Digest::base...found Time::ParseDate...found File::Temp >= 0.18...found Locale::Maketext >= 1.06...found Tree::Simple >= 1.04...found Text::Template >= 1.45...found Scalar::Util...found HTML::Scrubber >= 0.08...found File::Spec >= 0.8...found Calendar::Simple...found DBIx::SearchBuilder >= 1.54...found Mail::Mailer >= 1.57...found File::ShareDir...found Regexp::Common...found Digest::MD5 >= 2.27...found HTML::Entities...found Cache::Simple::TimedExpiry...found File::Glob...found Locale::Maketext::Fuzzy...found Time::HiRes...found Text::Wrapper...found Log::Dispatch >= 2.0...found UNIVERSAL::require...found Email::Address...found DASHBOARDS dependencies: HTML::RewriteAttributes >= 0.02...found MIME::Types...found FASTCGI dependencies: CGI::Fast...found CGI >= 3.38...found FCGI...found GPG dependencies: PerlIO::eol...found GnuPG::Interface...found ICAL dependencies: Data::ICal...found MAILGATE dependencies: Pod::Usage...found HTML::TreeBuilder...found Getopt::Long...found HTML::FormatText...found LWP::UserAgent...found MASON dependencies: Storable >= 2.08...found CSS::Squish >= 0.06...found Apache::Session >= 1.53...found Errno...found Devel::StackTrace >= 1.19...found CGI::Cookie >= 1.20...found Text::WikiFormat >= 0.76...found XML::RSS >= 1.05...found HTML::Mason >= 1.36...found Digest::MD5 >= 2.27...found MYSQL dependencies: DBD::mysql >= 2.1018...found SMTP dependencies: Net::SMTP...found STANDALONE dependencies: Net::Server::PreFork...found Net::Server...found HTTP::Server::Simple >= 0.34...found HTTP::Server::Simple::Mason >= 0.09...found All dependencies have been found. [root at localhost rt-3.8.2.src]# all looks good to go "make install". now, i can go to web UI but it displays in Text Mode :( ________________________________ From: jul To: rt-users at lists.bestpractical.com Sent: Tuesday, May 5, 2009 5:25:25 PM Subject: Re: [rt-users] Reqest Tracker CentOS 5.3 setup ty chan a ?crit : > Hi Julien, > No problems, no fun. > [Tue May 05 16:27:58 2009] [warn] mod_fcgid: stderr: [Tue May 5 09:27:58 > 2009] [crit]: no such exception class HTML::Mason::Exception::Abort at > /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Exceptions.pm line 113. > (/opt/rt3/bin/mason_handler.fcgi:81) Rule of thumb with traces : interesting stuff seems to be at the end, but not the ultimate end in order to confuse you. rule of marvic : MVC are the philosophal stone that transmute exceptions in maze. Corrollar : I miss GOTO statement. Regarding your problem : search or a file named (/usr/share/perl5/|dirs revelant to your distro)HTML/Mason/Exceptions.pm if no such file: type perl -eshell -MCPAN and in the prompt of the shell type install HTML::Mason::Exceptions I have the feeling you did not make a make fixdeps from source. -- Hey teachers leave the kids alone, on and on ... we're just another perl in the necklace ... "Even more amazing was the realization that God has Internet access. I wonder if He has a full newsfeed?" (By Matt Welsh) _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From nastlinux at gmail.com Wed May 6 03:38:08 2009 From: nastlinux at gmail.com (nast linux) Date: Wed, 6 May 2009 14:38:08 +0700 Subject: [rt-users] Queue could not be loaded Message-ID: <5e5450110905060038g4e4df2aco30e2b3d7a24c9cc0@mail.gmail.com> Dear, I already grant user to create ticket, but user still cannot create new ticket. error : "Queue could not be loaded. ". Below the steps while user create ticket. - login - click new ticket in (no list queue at text box) - got error above Thanks, ns From rfh at vialtus.com Wed May 6 04:22:26 2009 From: rfh at vialtus.com (Raed El-Hames) Date: Wed, 06 May 2009 09:22:26 +0100 Subject: [rt-users] Queue could not be loaded In-Reply-To: <5e5450110905060038g4e4df2aco30e2b3d7a24c9cc0@mail.gmail.com> References: <5e5450110905060038g4e4df2aco30e2b3d7a24c9cc0@mail.gmail.com> Message-ID: <4A0148C2.6000106@vialtus.com> You need to grant SeeQueue as well , Roy nast linux wrote: > Dear, > > I already grant user to create ticket, but user still cannot create new ticket. > error : "Queue could not be loaded. ". > Below the steps while user create ticket. > - login > - click new ticket in (no list queue at text box) > - got error above > > Thanks, > ns > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From bjoern.schulz at desy.de Wed May 6 04:05:33 2009 From: bjoern.schulz at desy.de (Bjoern Schulz) Date: Wed, 06 May 2009 10:05:33 +0200 Subject: [rt-users] Wiki Home is only SPAM Message-ID: <4A0144CD.4020703@desy.de> Hi, http://wiki.bestpractical.com/edit/HomePage is only SPAM. @jesse: I can't edit the homepage, there is a problem with my account. Cheers, Bj?rn From vaclav.vobornik at commerzbank.com Wed May 6 10:08:54 2009 From: vaclav.vobornik at commerzbank.com (Vaclav Vobornik) Date: Wed, 06 May 2009 16:08:54 +0200 Subject: [rt-users] requestors group access In-Reply-To: <49FF153B.4090507@lbl.gov> References: <49FEAC79.5080403@commerzbank.com> <49FF153B.4090507@lbl.gov> Message-ID: <4A0199F6.5060400@commerzbank.com> Ken, thanks for your suggestion, but it is not what I need. They should not see all the tickets in the queue, but only those created by their team colleagues. What I am thinking about is to create a user CustomField named "Team" and fill out "Sybase" for those from the Sybase team. Then create a scrip which will check the Custom Field of a ticket creator user and add all the users with CustomFiled=="Sybase" as requestors to the ticket as well (or CC and grant CC the ShowTicket rights as Ruslan Zakirov suggested). I know how to get the ticket Custom Field: $self->TicketObj->FirstCustomFieldValue('SomeName'); but cannot find how to get the CustomFieldValue of a current user (creator) in a scrip. Does anybody know, please? Many thanks -- Vaclav Vobornik Ken Crocker wrote: > Vaclav, > > Create a User-defined group called "Sysbase-Users". Then go to > Configuration->Queue->(select Queue "Sybase or whatever")->Group > Rights and grant the following privileges to group "Sysbase-Users": > > * "CreateTicket" > * "SeeQueue" > * "ShowTicket" > * "ShowOutgoingEmail" > * "ShowTicketComments" * Your technical support team may NOT want > them to have this right. > > Make sure the Users for "Sysbase" tickets are in that "User" group > and there you have it. All members of that group will be able to > create and look at ALL tickets in the Queue you select. Oh, also be > sure that those users are "Privileged" users, otherwise you will not > be able to add them to a group that has privileges. Hope this helps. > > > Kenn > LBNL > > On 5/4/2009 1:51 AM, Vaclav Vobornik wrote: >> Good morning, >> I have a specific question from one of our customers. Let's say, there >> is a Sybase team we support: Peter, John, and Maria (unprivileged users). >> When Peter creates a ticket, only Peter can see it after he logs in to >> the RT. The same when John creates a ticket - only he sees it. >> I'd like they can see all the tickets one of them is a requestor - but >> only within their Sybase group. E.g. When Maria creates a ticket, also >> Peter and John could see a status in the same way like Maria. >> >> Is there any solution already in place, please? >> >> Many thanks >> >> From mcmorran at mdibl.org Wed May 6 09:59:22 2009 From: mcmorran at mdibl.org (Roy McMorran) Date: Wed, 06 May 2009 09:59:22 -0400 Subject: [rt-users] RT::Authen::ExternalAuth (?) issue Message-ID: <4A0197BA.8060006@mdibl.org> Hello all, Running RT 3.8.2 with RT::Authen::ExternalAuth 0.08. RT was just upgraded (from 3.6.6) and I have added LDAP authentication (users were all internal before). I'm seeing a situation where from time to time the user will be (apparently) logged out and returned to the login screen. When this happens I see the following in the rt.log: [Wed May 6 13:31:14 2009] [debug]: Attempting to use external auth service: LDAP (/usr/local/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:64) [Wed May 6 13:31:14 2009] [debug]: SSO Failed and no user to test with. Nexting (/usr/local/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:92) [Wed May 6 13:31:14 2009] [debug]: Autohandler called ExternalAuth. Response: (0, No User) (/usr/local/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:26) [Wed May 6 13:31:16 2009] [debug]: Attempting to use external auth service: LDAP (/usr/local/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:64) [Wed May 6 13:31:16 2009] [debug]: SSO Failed and no user to test with. Nexting (/usr/local/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:92) [Wed May 6 13:31:16 2009] [debug]: Autohandler called ExternalAuth. Response: (0, No User) (/usr/local/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:26) Re-authenticating as the same user always succeeds. From RT_SiteConfig.pm: Set($LogToSyslog , undef); Set($LogToScreen , 'error'); Set($LogToFile , 'debug'); Set($LogDir, '/usr/local/rt3/var/log'); Set($LogToFileNamed , "rt.log"); #log to rt.log Set(@Plugins, qw( RT::Authen::ExternalAuth RT::FM RT::Extension::ExtractCustomFieldValues )); # see /usr/local/rt3/local/plugins/RT-Authen-ExternalAuth/etc: Set( $ExternalAuthPriority, ['LDAP'] ); Set( $ExternalInfoPriority, ['LDAP'] ); Set( $ExternalServiceUsesSSLorTLS, 0 ); Set( $ExternalSettings, { 'LDAP' => { 'type' => 'ldap', 'server' => 'ldap.xxxxx.org', 'base' => 'ou=people,dc=xxxxx,dc=org', 'filter' => '(objectClass=posixAccount)', 'd_filter' => '(businessCategory=Inactive)', 'attr_match_list' => [ 'Name', 'EmailAddress' ], 'attr_map' => { 'Name' => 'uid', 'EmailAddress' => 'mail', 'Organization' => 'o', 'RealName' => 'cn', 'ExternalAuthId' => 'uid', 'Gecos' => 'cn', 'WorkPhone' => 'telephoneNumber', 'Address1' => 'streetAddress', 'City' => 'l', 'State' => 'st', 'Zip' => 'postalCode', 'Country' => 'co' } } } ); 1; The LDAP server is SunOne DS 6.2, btw. Any thoughts on what's going on here? Thanks for your assistance. -- Roy McMorran Systems Administrator MDI Biological Laboratory mcmorran at mdibl.org From mike.peachey at jennic.com Wed May 6 10:32:31 2009 From: mike.peachey at jennic.com (Mike Peachey) Date: Wed, 06 May 2009 15:32:31 +0100 Subject: [rt-users] RT::Authen::ExternalAuth (?) issue In-Reply-To: <4A0197BA.8060006@mdibl.org> References: <4A0197BA.8060006@mdibl.org> Message-ID: <4A019F7F.9090106@jennic.com> Wed 06 May 2009 14:59:22 GMT Roy McMorran wrote: > Hello all, > > Running RT 3.8.2 with RT::Authen::ExternalAuth 0.08. RT was just > upgraded (from 3.6.6) and I have added LDAP authentication (users were > all internal before). > > I'm seeing a situation where from time to time the user will be > (apparently) logged out and returned to the login screen. When this > happens I see the following in the rt.log: Do you find this happening when you go to access a ticket? I have always had a similar problem, but have never had a chance to sort it out as it's only really a niggle to me. I find that it's almost like there are two separate sections to RT, one based around the At a Glance page and one based around display of an individual ticket, sometimes after logging in and viewing At a Glance, I have to re-authenticate when going to view a ticket. Also, firefox's autocomplete suggestions for the uesrname box are different for one than they are for the other. Any of this sounding familiar? -- Kind Regards, __________________________________________________ Mike Peachey, IT Tel: +44 114 281 2655 Fax: +44 114 281 2951 Jennic Ltd, Furnival Street, Sheffield, S1 4QT, UK Comp Reg No: 3191371 - Registered In England http://www.jennic.com __________________________________________________ From rob.munsch at gmail.com Wed May 6 10:30:54 2009 From: rob.munsch at gmail.com (Rob Munsch) Date: Wed, 6 May 2009 10:30:54 -0400 Subject: [rt-users] Fwd: RT::Authen::ExternalAuth (?) issue In-Reply-To: <8fae230c0905060730h66d3c390gaa33f3a95dfcb69f@mail.gmail.com> References: <4A0197BA.8060006@mdibl.org> <8fae230c0905060730h66d3c390gaa33f3a95dfcb69f@mail.gmail.com> Message-ID: <8fae230c0905060730y3cb64126wd42968d8e16d632f@mail.gmail.com> i have the opposite of accidental-reply-all disease. On Wed, May 6, 2009 at 9:59 AM, Roy McMorran wrote: > Hello all, > > I'm seeing a situation where from time to time the user will be > (apparently) logged out and returned to the login screen. When this > happens I see the following in the rt.log: > > > (/usr/local/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:64) > [Wed May 6 13:31:14 2009] [debug]: SSO Failed and no user to test with. > Nexting > > (/usr/local/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:92) > [Wed May 6 13:31:14 2009] [debug]: Autohandler called ExternalAuth. > Response: (0, No User) > > SSO refers to single sign-on, doesn't it? I think that's incidental to what's happening. The rest of it looks like rt forgot who your user was. "No user to test with" and "0, No User" seems to support this. Is this happening after user is idle for a while? Do they not have "refresh every blah" set on the page? I always have the 2-minutes refresh on, and this seems to infinitely postpone my auth timing out. -- /chown -R us:us /yourbase -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruslan.zakirov at gmail.com Wed May 6 11:00:41 2009 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Wed, 6 May 2009 19:00:41 +0400 Subject: [rt-users] requestors group access In-Reply-To: <4A0199F6.5060400@commerzbank.com> References: <49FEAC79.5080403@commerzbank.com> <49FF153B.4090507@lbl.gov> <4A0199F6.5060400@commerzbank.com> Message-ID: <589c94400905060800m5a69f4d6g649c00619bae368e@mail.gmail.com> On Wed, May 6, 2009 at 6:08 PM, Vaclav Vobornik wrote: > Ken, > thanks for your suggestion, but it is not what I need. They should not > see all the tickets in the queue, but only those created by their team > colleagues. > What I am thinking about is to create a user CustomField named "Team" > and fill out "Sybase" for those from the Sybase team. > > Then create a scrip which will check the Custom Field of a ticket > creator user and add all the users with CustomFiled=="Sybase" as > requestors to the ticket as well (or CC and grant CC the ShowTicket > rights as Ruslan Zakirov suggested). > > I know how to get the ticket Custom Field: > > $self->TicketObj->FirstCustomFieldValue('SomeName'); > > but cannot find how to get the CustomFieldValue of a current user > (creator) in a scrip. Does anybody know, please? $self->TransactionObj->CreatorObj->FirstCustomFieldValue("XXX"); I think this should work. > > Many thanks > -- > Vaclav Vobornik > > > > > Ken Crocker wrote: >> Vaclav, >> >> ? ? Create a User-defined group called "Sysbase-Users". Then go to >> Configuration->Queue->(select Queue "Sybase or whatever")->Group >> Rights and grant the following privileges to group "Sysbase-Users": >> >> ? ? * "CreateTicket" >> ? ? * "SeeQueue" >> ? ? * "ShowTicket" >> ? ? * "ShowOutgoingEmail" >> ? ? * "ShowTicketComments" * Your technical support team may NOT want >> ? ? ? them to have this right. >> >> ? ? Make sure the Users for "Sysbase" tickets are in that "User" group >> and there you have it. All members of that group will be able to >> create and look at ALL tickets in the Queue you select. Oh, also be >> sure that those users are "Privileged" users, otherwise you will not >> be able to add them to a group that has privileges. Hope this helps. >> >> >> Kenn >> LBNL >> >> On 5/4/2009 1:51 AM, Vaclav Vobornik wrote: >>> Good morning, >>> I have a specific question from one of our customers. Let's say, there >>> is a Sybase team we support: Peter, John, and Maria (unprivileged users). >>> When Peter creates a ticket, only Peter can see it after he logs in to >>> the RT. The same when John creates a ticket - only he sees it. >>> I'd like they can see all the tickets one of them is a requestor - but >>> only within their Sybase group. E.g. When Maria creates a ticket, also >>> Peter and John could see a status in the same way like Maria. >>> >>> Is there any solution already in place, please? >>> >>> Many thanks >>> >>> > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Best regards, Ruslan. From mcmorran at mdibl.org Wed May 6 11:06:28 2009 From: mcmorran at mdibl.org (Roy McMorran) Date: Wed, 06 May 2009 11:06:28 -0400 Subject: [rt-users] RT::Authen::ExternalAuth (?) issue In-Reply-To: <4A019F7F.9090106@jennic.com> References: <4A0197BA.8060006@mdibl.org> <4A019F7F.9090106@jennic.com> Message-ID: <4A01A774.60408@mdibl.org> Mike Peachey wrote: > Do you find this happening when you go to access a ticket? > > I have always had a similar problem, but have never had a chance to sort > it out as it's only really a niggle to me. > I've yet to establish a definitive pattern, but I seem to be able to get it to happen by doing a search on the "Tickets" page. After I log back in I get the search results ;-) Also going to "Tickets" and then back to "Home" will trigger it. > Any of this sounding familiar? > There are similarities. Rob Munsch wrote: > > SSO refers to single sign-on, doesn't it? I think that's incidental > to what's happening. Probably so. I'm not (knowingly) using the SSO feature. > The rest of it looks like rt forgot who your user was. "No user to > test with" and "0, No User" seems to support this. Is this happening > after user is idle for a while? Do they not have "refresh every blah" > set on the page? It does look like that. The idle time isn't the issue though, unless I've somehow inadvertently set an idle timeout of less than five seconds ;-) Thanks for the feedback so far. I'm thinking of watching the LDAP traffic with Wireshark next. Cheers, -r -- Roy McMorran Systems Administrator MDI Biological Laboratory mcmorran at mdibl.org From bernhard.hansbauer at greentube.com Wed May 6 11:44:27 2009 From: bernhard.hansbauer at greentube.com (Bernhard Hansbauer) Date: Wed, 6 May 2009 17:44:27 +0200 Subject: [rt-users] default autoreply unless defined per queue - possible? In-Reply-To: <6.2.1.2.2.20090430090525.02d01e70@mail.sdsu.edu> References: <49F9515D.1050108@greentube.com> Message-ID: <4A01B05B.2020504@greentube.com> Hi, still not lucky so far, also due to a complete different approach before, and just to get that right - will the following solve this task? 1. create a global script for autoreplies: Description: Autoreply Condition: On Create Action: Automatic Answer to client Template: Autoreply Phase: TransactionCreate no other conditions, code or whatever 2. create a global template named "Autoreply" 3. in queues where necessary, create a template called "Autoreply" as well will this be enough to use the queue template instead of the global template for an autoreply? thanks a lot, bernhard Gene LeDuc schrieb: > As Ruslan pointed out earlier, creating an Autoreply template in the > queue overrides the global template. RT checks first for a queue > template and uses it if one is found, otherwise it uses the global > template of the same name. No need to delete or create scrips in this > case. > > At 03:31 AM 4/30/2009, Andraz Sraka wrote: >> re >> >> On Thu, 2009-04-30 at 09:21 +0200, Bernhard Hansbauer wrote: >> >> > using RT 3.8.2 with RTFM 2.4.0 >> > as mentioned in the subject, i wonder if it's possible to have a >> > default autoreply on ticket creation, _unless_ there is an autoreply >> > defined in the queue. any hint greatly appreciated, >> >> Delete "Autoreply To Requestors" script in global scripts and define a >> new custom one: >> >> Condition: User Defined >> Action: Autoreply to Requestor >> Template: Global template: Autoreply >> Stage: TransactionCreate >> >> Custom condition: >> return($self->TransactionObj->Type eq "Create" && >> $self->TicketObj->QueueObj->Name ne "XXXXX" ) >> >> XXXX - is your defined queue name >> >> For XXX queue you need to create new script defined in queue for example >> to sends out different custom reply. >> >> I hope it helps. >> >> regards, >> Andraz > > -- Bernhard Hansbauer System Administrator bernhard.hansbauer at greentube.com ------------------------- Greentube I.E.S. AG Mariahilfer Stra?e 47/1/102 A-1060 Wien FN 197003k, HG Wien Tel: +43 1 494 50 56 - 30 http://www.greentube.com ------------------------- ------------------------------------ Internet Email Confidentiality Footer ------------------------------------ Privileged/confidential information may be contained in this message. If you are not the addressee indicated in this message (or responsible for delivery of the message to this person), you may not copy or deliver this message to anyone. In such a case, you should destroy this message and kindly notify the sender by replying. Please make it known immediately f you or your employer does not consent to the medium of e-mail for messages of this kind. Opinions, conclusions and other information in this message that do not relate to the official business of my firm shall be understood as neither given nor endorsed by it. -------------- next part -------------- An HTML attachment was scrubbed... URL: From gleduc at mail.sdsu.edu Wed May 6 11:50:29 2009 From: gleduc at mail.sdsu.edu (Gene LeDuc) Date: Wed, 06 May 2009 08:50:29 -0700 Subject: [rt-users] default autoreply unless defined per queue - possible? In-Reply-To: <4A01B05B.2020504@greentube.com> References: <49F9515D.1050108@greentube.com> <4A01B05B.2020504@greentube.com> Message-ID: <6.2.1.2.2.20090506084835.02af7200@mail.sdsu.edu> Yes, that's how it works. If there is a queue template with the same name as the global template, the scrip will use that instead of the global for that queue only. It will use the global template for all queues that do not have their own "local" template. It's a clever implementation. Gene At 08:44 AM 5/6/2009, Bernhard Hansbauer wrote: >Hi, > >still not lucky so far, also due to a complete different approach before, >and just to get that right - will the following solve this task? > >1. create a global script for autoreplies: > Description: Autoreply > Condition: On Create > Action: Automatic Answer to client > Template: Autoreply > Phase: TransactionCreate > >no other conditions, code or whatever > >2. create a global template named "Autoreply" > >3. in queues where necessary, create a template called "Autoreply" as well > >will this be enough to use the queue template instead of the global >template for an autoreply? > >thanks a lot, > >bernhard > > >Gene LeDuc schrieb: >>As Ruslan pointed out earlier, creating an Autoreply template in the >>queue overrides the global template. RT checks first for a queue >>template and uses it if one is found, otherwise it uses the global >>template of the same name. No need to delete or create scrips in this case. >> >>At 03:31 AM 4/30/2009, Andraz Sraka wrote: >>>re >>> >>>On Thu, 2009-04-30 at 09:21 +0200, Bernhard Hansbauer wrote: >>> >>> > using RT 3.8.2 with RTFM 2.4.0 >>> > as mentioned in the subject, i wonder if it's possible to have a >>> > default autoreply on ticket creation, _unless_ there is an autoreply >>> > defined in the queue. any hint greatly appreciated, >>> >>>Delete "Autoreply To Requestors" script in global scripts and define a >>>new custom one: >>> >>>Condition: User Defined >>>Action: Autoreply to Requestor >>>Template: Global template: Autoreply >>>Stage: TransactionCreate >>> >>>Custom condition: >>> return($self->TransactionObj->Type eq "Create" && >>> $self->TicketObj->QueueObj->Name ne "XXXXX" ) >>> >>>XXXX - is your defined queue name >>> >>>For XXX queue you need to create new script defined in queue for example >>>to sends out different custom reply. >>> >>>I hope it helps. >>> >>>regards, >>> Andraz >> > > >-- >Bernhard Hansbauer >System Administrator >bernhard.hansbauer at greentube.com >------------------------- >Greentube I.E.S. AG >Mariahilfer Stra?e 47/1/102 >A-1060 Wien >FN 197003k, HG Wien > >Tel: +43 1 494 50 56 - 30 >http://www.greentube.com >------------------------- > >------------------------------------ >Internet Email Confidentiality Footer >------------------------------------ >Privileged/confidential information may be contained in this message. If >you are not the addressee indicated in this message (or responsible for >delivery of the message to this person), you may not copy or deliver this >message to anyone. In such a case, you should destroy this message and >kindly notify the sender by replying. Please make it known immediately f >you or your employer does not consent to the medium of e-mail for messages >of this kind. Opinions, conclusions and other information in this message >that do not relate to the official business of my firm shall be understood >as neither given nor endorsed by it. -- Gene LeDuc, GSEC Security Analyst San Diego State University -------------- next part -------------- An HTML attachment was scrubbed... URL: From mike.peachey at jennic.com Wed May 6 12:07:21 2009 From: mike.peachey at jennic.com (Mike Peachey) Date: Wed, 06 May 2009 17:07:21 +0100 Subject: [rt-users] RT::Authen::ExternalAuth (?) issue In-Reply-To: <4A01A774.60408@mdibl.org> References: <4A0197BA.8060006@mdibl.org> <4A019F7F.9090106@jennic.com> <4A01A774.60408@mdibl.org> Message-ID: <4A01B5B9.8020300@jennic.com> Wed 06 May 2009 16:06:28 GMT Roy McMorran wrote: > Rob Munsch wrote: >> SSO refers to single sign-on, doesn't it? I think that's incidental >> to what's happening. > > Probably so. I'm not (knowingly) using the SSO feature. SSO is the cookie stuff integrated from RT::Authen::CookieAuth. I haven't had time to double-check, but you can probably ignore the output as it should just be a debug message advising it entered the loop to check for SSO and dropped out without finding it. > >> The rest of it looks like rt forgot who your user was. "No user to >> test with" and "0, No User" seems to support this. Is this happening >> after user is idle for a while? Do they not have "refresh every blah" >> set on the page? > > It does look like that. The idle time isn't the issue though, unless > I've somehow inadvertently set an idle timeout of less than five > seconds ;-) Yeah, I think idle time would be a red herring. > > Thanks for the feedback so far. I'm thinking of watching the LDAP > traffic with Wireshark next. You can give it a whirl, but I think all you'll find is a lack of traffic, if it was trying to check LDAP it would succeed. The problem will be that somewhere, somehow either: 1. The session cookie is dying 2. Somehow there are two fighting session cookies Will look into it when I can myself, but I'm up to my eyeballs in work atm. -- Kind Regards, __________________________________________________ Mike Peachey, IT Tel: +44 114 281 2655 Fax: +44 114 281 2951 Jennic Ltd, Furnival Street, Sheffield, S1 4QT, UK Comp Reg No: 3191371 - Registered In England http://www.jennic.com __________________________________________________ From mike.peachey at jennic.com Wed May 6 12:14:22 2009 From: mike.peachey at jennic.com (Mike Peachey) Date: Wed, 06 May 2009 17:14:22 +0100 Subject: [rt-users] RT::Authen::ExternalAuth (?) issue In-Reply-To: <4A01A774.60408@mdibl.org> References: <4A0197BA.8060006@mdibl.org> <4A019F7F.9090106@jennic.com> <4A01A774.60408@mdibl.org> Message-ID: <4A01B75E.1020705@jennic.com> Wed 06 May 2009 16:06:28 GMT Roy McMorran wrote: > Stuff.. Just one thing Roy, when you did your upgrade to 3.8.2 can you confirm for absolute certainty that you ran the 4.0->4.1 schema upgrade bit from UPGRADING.mysql ? (It's a common bit people don't do because it looks like it's only meant for MySQL4.0 users, but it's actually meant for EVERYONE). -- Kind Regards, __________________________________________________ Mike Peachey, IT Tel: +44 114 281 2655 Fax: +44 114 281 2951 Jennic Ltd, Furnival Street, Sheffield, S1 4QT, UK Comp Reg No: 3191371 - Registered In England http://www.jennic.com __________________________________________________ From mcmorran at mdibl.org Wed May 6 14:44:35 2009 From: mcmorran at mdibl.org (Roy McMorran) Date: Wed, 06 May 2009 14:44:35 -0400 Subject: [rt-users] RT::Authen::ExternalAuth (?) issue In-Reply-To: <4A01B75E.1020705@jennic.com> References: <4A0197BA.8060006@mdibl.org> <4A019F7F.9090106@jennic.com> <4A01A774.60408@mdibl.org> <4A01B75E.1020705@jennic.com> Message-ID: <4A01DA93.9040407@mdibl.org> Mike Peachey wrote: > Just one thing Roy, when you did your upgrade to 3.8.2 can you confirm > for absolute certainty that you ran the 4.0->4.1 schema upgrade bit from > UPGRADING.mysql ? > Interesting. I did follow the schema upgrade process, but I have subsequently had to re-import the RT data. There are no "drop table"s in the dump, but still, I'd better take a closer look at that. Thanks, -r -- Roy McMorran Systems Administrator MDI Biological Laboratory mcmorran at mdibl.org From vadud3 at gmail.com Wed May 6 15:28:12 2009 From: vadud3 at gmail.com (Asif Iqbal) Date: Wed, 6 May 2009 15:28:12 -0400 Subject: [rt-users] same scrips but one does not send the autoreply to requestor Message-ID: I have the exact same scrips on rt 3.8.2 for the two queues "config-change" and "syshelp" "syshelp" queue does autoreply w/ ticket number to the requester, but "config-change" does not Here are the scrips 87 On Comment Notify Owner as Comment with template Admin Comment Imported from RT 2.0 159 On Comment Notify Other Recipients as Comment with template Correspondence On Comment Notify Other Recipients as Comment 6 On Correspond Notify Other Recipients with template Correspondence On Correspond Notify Other Recipients 139 On Correspond Notify Owner with template Correspondence On Correspond Notify Owner 130 On Correspond Notify Requestors and Ccs with template Correspondence On Correspond Notify Requestors and Ccs 1 On Correspond Open Tickets with template Blank On Correspond Open Tickets 167 On Owner Change Notify Owner with template Transaction Owner Change Request is coming from same requester and I do not see on maillog of the RT not even trying to reply when sending a request to "config-change", but for "syshelp" queue as soon as the ticket is created (in rt.log) a email goes back as a reply (in syslog) How do I debug this? -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu A: Because it messes up the order in which people normally read text. Q: Why is top-posting such a bad thing? -------------- next part -------------- An HTML attachment was scrubbed... URL: From cbrockett at barracuda.com Wed May 6 15:43:44 2009 From: cbrockett at barracuda.com (Cassandra L. Brockett) Date: Wed, 6 May 2009 12:43:44 -0700 Subject: [rt-users] Notify queue owners on new ticket or ticket closure In-Reply-To: References: Message-ID: <3BBAC6B669B5FB4E9CB7E7C3BEF58A6D0E4F56F9@bn-scl-be02.Cudanet.local> Hi everyone, I'm trying to add what should be a simple scrip, and for some reason I'm blanking on how to do this, and I know it's simple enough as I can't find documentation on it J Simply put, we migrated to 3.8.2 (a few months back) and I'd like to notify the queue owners on new tickets in the queue (direct creation or tickets moved to the queue), but not spam them with all the ticket emails by making them a watcher (like how rt 3.6.5 used to do). At the moment we have the queue owners set as watchers, but it's a lot of extra email and things get lost occasionally... Regards, Cassandra Brockett ---------------------------------- Check out the Barracuda Spam & Virus Firewall - offering the fastest virus & malware protection in the industry: www.barracudanetworks.com/spam -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruslan.zakirov at gmail.com Wed May 6 16:13:57 2009 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Thu, 7 May 2009 00:13:57 +0400 Subject: [rt-users] Notify queue owners on new ticket or ticket closure In-Reply-To: <3BBAC6B669B5FB4E9CB7E7C3BEF58A6D0E4F56F9@bn-scl-be02.Cudanet.local> References: <3BBAC6B669B5FB4E9CB7E7C3BEF58A6D0E4F56F9@bn-scl-be02.Cudanet.local> Message-ID: <589c94400905061313k23ce032ayab8ad2d9e1ee7b7e@mail.gmail.com> http://wiki.bestpractical.com/view/EmailGroup ? On Wed, May 6, 2009 at 11:43 PM, Cassandra L. Brockett wrote: > Hi everyone, > > > > I?m trying to add what should be a simple scrip, and for some reason I?m > blanking on how to do this, and I know it?s simple enough as I can?t find > documentation on it J > > > > Simply put, we migrated to 3.8.2 (a few months back) and I?d like to notify > the queue owners on new tickets in the queue (direct creation or tickets > moved to the queue), but not spam them with all the ticket emails by making > them a watcher (like how rt 3.6.5 used to do).? At the moment we have the > queue owners set as watchers, but it?s a lot of extra email and things get > lost occasionally? > > > > Regards, > > Cassandra Brockett > > > > ---------------------------------- > Check out the Barracuda Spam & Virus Firewall - offering the fastest virus & > malware protection in the industry: www.barracudanetworks.com/spam > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Best regards, Ruslan. From cbrockett at barracuda.com Wed May 6 16:23:07 2009 From: cbrockett at barracuda.com (Cassandra L. Brockett) Date: Wed, 6 May 2009 13:23:07 -0700 Subject: [rt-users] Notify queue owners on new ticket or ticket closure In-Reply-To: <589c94400905061313k23ce032ayab8ad2d9e1ee7b7e@mail.gmail.com> References: <3BBAC6B669B5FB4E9CB7E7C3BEF58A6D0E4F56F9@bn-scl-be02.Cudanet.local> <589c94400905061313k23ce032ayab8ad2d9e1ee7b7e@mail.gmail.com> Message-ID: <3BBAC6B669B5FB4E9CB7E7C3BEF58A6D0E4F56FB@bn-scl-be02.Cudanet.local> *facepalm* I knew it would be something simple... giving that a try now... I've got it set to send email on ticket create, or queue change, let's see what happens with that :) -- Cass -----Original Message----- From: Ruslan Zakirov [mailto:ruslan.zakirov at gmail.com] Sent: Wednesday, May 06, 2009 1:14 PM To: Cassandra L. Brockett Cc: rt-users Users Subject: Re: [rt-users] Notify queue owners on new ticket or ticket closure http://wiki.bestpractical.com/view/EmailGroup ? On Wed, May 6, 2009 at 11:43 PM, Cassandra L. Brockett wrote: > Hi everyone, > > > > I?m trying to add what should be a simple scrip, and for some reason I?m > blanking on how to do this, and I know it?s simple enough as I can?t find > documentation on it J > > > > Simply put, we migrated to 3.8.2 (a few months back) and I?d like to notify > the queue owners on new tickets in the queue (direct creation or tickets > moved to the queue), but not spam them with all the ticket emails by making > them a watcher (like how rt 3.6.5 used to do).? At the moment we have the > queue owners set as watchers, but it?s a lot of extra email and things get > lost occasionally? > > > > Regards, > > Cassandra Brockett > > > > ---------------------------------- > Check out the Barracuda Spam & Virus Firewall - offering the fastest virus & > malware protection in the industry: www.barracudanetworks.com/spam > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Best regards, Ruslan. ---------------------------------- Check out the Barracuda Spam & Virus Firewall - offering the fastest virus & malware protection in the industry: www.barracudanetworks.com/spam From vadud3 at gmail.com Wed May 6 17:10:03 2009 From: vadud3 at gmail.com (Asif Iqbal) Date: Wed, 6 May 2009 17:10:03 -0400 Subject: [rt-users] same scrips but one does not send the autoreply to requestor In-Reply-To: References: Message-ID: was missing the autoreply scrip, duh! On Wed, May 6, 2009 at 3:28 PM, Asif Iqbal wrote: > I have the exact same scrips on rt 3.8.2 for the two queues "config-change" > and "syshelp" > > "syshelp" queue does autoreply w/ ticket number to the requester, but > "config-change" does not > > Here are the scrips > > 87 On Comment Notify Owner as Comment with template Admin Comment > Imported from RT 2.0 > 159 On Comment Notify Other Recipients as Comment with template > Correspondence > On Comment Notify Other Recipients as Comment > 6 On Correspond Notify Other Recipients with template Correspondence > On Correspond Notify Other Recipients > 139 On Correspond Notify Owner with template Correspondence > On Correspond Notify Owner > 130 On Correspond Notify Requestors and Ccs with template Correspondence > On Correspond Notify Requestors and Ccs > 1 On Correspond Open Tickets with template Blank > On Correspond Open Tickets > 167 On Owner Change Notify Owner with template Transaction > Owner Change > > Request is coming from same requester and I do not see on maillog of the RT > not even trying to reply when sending > a request to "config-change", but for "syshelp" queue as soon as the ticket > is created (in rt.log) a email goes back as > a reply (in syslog) > > How do I debug this? > > -- > Asif Iqbal > PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu > A: Because it messes up the order in which people normally read text. > Q: Why is top-posting such a bad thing? > > > -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu A: Because it messes up the order in which people normally read text. Q: Why is top-posting such a bad thing? -------------- next part -------------- An HTML attachment was scrubbed... URL: From mcmorran at mdibl.org Wed May 6 17:32:01 2009 From: mcmorran at mdibl.org (Roy McMorran) Date: Wed, 06 May 2009 17:32:01 -0400 Subject: [rt-users] RT::Authen::ExternalAuth (?) issue In-Reply-To: <4A01DA93.9040407@mdibl.org> References: <4A0197BA.8060006@mdibl.org> <4A019F7F.9090106@jennic.com> <4A01A774.60408@mdibl.org> <4A01B75E.1020705@jennic.com> <4A01DA93.9040407@mdibl.org> Message-ID: <4A0201D1.4000708@mdibl.org> Roy McMorran wrote: > Mike Peachey wrote: > >> Just one thing Roy, when you did your upgrade to 3.8.2 can you confirm >> for absolute certainty that you ran the 4.0->4.1 schema upgrade bit from >> UPGRADING.mysql ? >> >> > > Interesting. I did follow the schema upgrade process, but I have > subsequently had to re-import the RT data. There are no "drop table"s > in the dump, but still, I'd better take a closer look at that. > > Thanks, > -r > > Mike, I think you hit the nail right on the head. I had to re-run the schema upgrade (i.e. all the ALTER TABLE statements that updated the character sets). Since then I haven't seen any spurious login requests. Nothing at all to do with LDAP authentication then...that was a red herring. Thanks for your help! Cheers, -r -- Roy McMorran Systems Administrator MDI Biological Laboratory mcmorran at mdibl.org From nastlinux at gmail.com Wed May 6 20:10:57 2009 From: nastlinux at gmail.com (nast linux) Date: Thu, 7 May 2009 07:10:57 +0700 Subject: [rt-users] How to delete user Message-ID: <5e5450110905061710w1490a94vd7dc0d3dc72721dc@mail.gmail.com> Dear All, I just do disable user, but I can not delete user. How to delete user database? Should I delete directly through mysql? Thanks, ns From ruslan.zakirov at gmail.com Wed May 6 20:27:32 2009 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Thu, 7 May 2009 04:27:32 +0400 Subject: [rt-users] How to delete user In-Reply-To: <5e5450110905061710w1490a94vd7dc0d3dc72721dc@mail.gmail.com> References: <5e5450110905061710w1490a94vd7dc0d3dc72721dc@mail.gmail.com> Message-ID: <589c94400905061727n301a3ef5x66cdcce722881ec5@mail.gmail.com> shredder On Thu, May 7, 2009 at 4:10 AM, nast linux wrote: > Dear All, > > I just do disable user, but I can not delete user. > How to delete user database? > Should I delete directly through mysql? > > Thanks, > ns > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Best regards, Ruslan. From jmacgillivray at hotmail.com Wed May 6 20:47:54 2009 From: jmacgillivray at hotmail.com (John MacGillivray) Date: Thu, 7 May 2009 00:47:54 +0000 Subject: [rt-users] trying to create an ticket in Rt with an email. Message-ID: This is what i have done. 1) I have RT installed in a zone. Mail is working. From with in RT, if i send an email it will get to the person. So i have RT working with my mail server. On my mail server I added these lines to my aliases file. I have the following in my /etc/mail/aliases: rt: "|/opt/rt3/bin/rt-mailgate --queue HelpDesk --action correspond --url http://myhost.mydomain/rt3/" rt-comment: "|/opt/rt3/bin/rt-mailgate --queue HelpDesk --action comment --url http://myhost.mydomain/rt3/" on my RT server I have in the /etc/aliases HelpDesk: "|/opt/rt3/bin/rt-mailgate --queue HelpDesk --action correspond --url https://myhost.mydomain/rt3" HelpDesk-comment: "|/opt/rt3/bin/rt-mailgate --queue HelpDesk --action comment --url "https://myhost.mydomain/rt3 In RT. I have the account RT I send and email to Rt at myhost.mydomain.ca I recieve the bounce message. : Command died with status 1: "/opt/rt3/bin/rt-mailgate --queue HelpDesk --action correspond --url https://rt.mydomain/rt3". Command output: local: fatal: execvp /opt/rt3/bin/rt-mailgate: Permission denied Could someone please help me out.Thanks for your time. John _________________________________________________________________ Find info faster and easier with Internet Explorer 8. http://go.microsoft.com/?linkid=9655583 -------------- next part -------------- An HTML attachment was scrubbed... URL: From lwebb at uow.edu.au Wed May 6 20:57:07 2009 From: lwebb at uow.edu.au (Lachlan Webb) Date: Thu, 07 May 2009 10:57:07 +1000 Subject: [rt-users] trying to create an ticket in Rt with an email. In-Reply-To: References: Message-ID: <4A0231E3.2070201@uow.edu.au> On 7/5/09 10:47 AM, John MacGillivray wrote: > : Command died with status 1: "/opt/rt3/bin/rt-mailgate > --queue HelpDesk --action correspond --urlhttps://rt.mydomain/rt3". > Command output: local: fatal: execvp /opt/rt3/bin/rt-mailgate: Permission > denied > > > Hi, Looks like a permissions issue. the files should be executable by the mail user. I suspect 755 would be fine, as the mailgate just submits an http request. Regards, Lachlan -------------- next part -------------- An HTML attachment was scrubbed... URL: From chanty_kh at yahoo.com Thu May 7 02:23:39 2009 From: chanty_kh at yahoo.com (ty chan) Date: Wed, 6 May 2009 23:23:39 -0700 (PDT) Subject: [rt-users] Reqest Tracker CentOS 5.3 setup Message-ID: <717129.55622.qm@web52302.mail.re2.yahoo.com> The debug option was turned by Set($LogToFile, 'debug'); Below is rt.log content: Trace begun at /opt/rt3/bin/../lib/RT.pm line 289 Log::Dispatch::__ANON__('Log::Dispatch=HASH(0xbc9ce28)', '') called at /opt/rt3/bin/mason_handler.fcgi line 81 [Thu May 7 06:16:58 2009] [crit]: no such exception class HTML::Mason::Exception::Abort at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Exceptions.pm line 113. (/opt/rt3/bin/mason_handler.fcgi:81) Trace begun at /opt/rt3/bin/../lib/RT.pm line 289 Log::Dispatch::__ANON__('Log::Dispatch=HASH(0xbc9ce28)', '') called at /opt/rt3/bin/mason_handler.fcgi line 81 [Thu May 7 06:16:59 2009] [crit]: no such exception class HTML::Mason::Exception::Abort at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Exceptions.pm line 113. (/opt/rt3/bin/mason_handler.fcgi:81) Trace begun at /opt/rt3/bin/../lib/RT.pm line 289 Log::Dispatch::__ANON__('Log::Dispatch=HASH(0xbc9ce28)', '') called at /opt/rt3/bin/mason_handler.fcgi line 81 ________________________________ From: jul To: ty chan Sent: Wednesday, May 6, 2009 10:54:48 PM Subject: Re: [rt-users] Reqest Tracker CentOS 5.3 setup ty chan a ?crit : > please see below file lists: > > [root at localhost Mason]# pwd > /usr/lib/perl5/site_perl/5.8.8/HTML/Mason > > exceptions.pm does exist. :) > oops :) You'll have to put rt in debug mode, and watch log file for anything unusual. Standard procedure. I told you it would hellish. -- He who spends a storm beneath a tree, takes life with a grain of TNT. -------------- next part -------------- An HTML attachment was scrubbed... URL: From jul-rt at julbox.net Thu May 7 03:09:41 2009 From: jul-rt at julbox.net (jul) Date: Thu, 7 May 2009 09:09:41 +0200 (CEST) Subject: [rt-users] Reqest Tracker CentOS 5.3 setup In-Reply-To: <717129.55622.qm@web52302.mail.re2.yahoo.com> References: <717129.55622.qm@web52302.mail.re2.yahoo.com> Message-ID: <49464.84.103.45.38.1241680181.squirrel@squirrel.est-unique.net> By the way what do you mean by : I only see in text mode ? HTML is text :) wouldn't you have 404 http errors too ? I mean wouldn't apache fail to serve some js / images ? wouldn't you be missing some aliases in your apache configuration scripts ? If you mean you lack images, then it means you have a misconfigured Alias /rt/NoAuth/images /opt/rt3/share/html/NoAuth/images and maybe Order Allow,Deny Allow from 127.0.0.1 Allow from your-public-ip (Firefox -> firebug or apache log) Else, I can't see the problem Do you clean mason cache when restarting apache, do you restart apache after modifications ? (reload graceful don't work with persistant mode bad SIGHUP propagation) I am quite clueless at this point ... :( -- Even if you persuade me, you won't persuade me. -- Aristophanes From bertignac at gmail.com Thu May 7 03:46:49 2009 From: bertignac at gmail.com (L B) Date: Thu, 7 May 2009 09:46:49 +0200 Subject: [rt-users] RTx-BecomeUser extension and RT 3.8.x ? Message-ID: Hello, Anyone has this extension working on a RT 3.8.x ? -- L.B. From v.wawryk at science-computing.de Thu May 7 04:40:09 2009 From: v.wawryk at science-computing.de (Violetta J. Wawryk) Date: Thu, 07 May 2009 10:40:09 +0200 Subject: [rt-users] open tickets for certain domain-email-adresses Message-ID: <4A029E69.4090106@science-computing.de> Hi, we have a queue in our RT that nobody should see except the Queue-Admins. But we need about 100 Users to open Tickets via email in that queue, their email-addresses have all the same domain name. Since the Users can change it would be to much hassle to look through all the users again and again to get them their own accounts and put them in a certain group. I don't want to give "Everybody" the right to "open a Ticket" because then all other Users who can log in the RT could open a Ticket in that Queue via the Quick Ticket opening thing on the top right corner. Has anybody an idea to solve this problem? I couldn't find the answer anywhere so far. Thanks and regards, Violetta -- ________________________________ creating IT solutions Violetta J. Wawryk science + computing ag IT-Service Hagellocher Weg 73 phone +49 7071 9457 282 72070 Tuebingen, Germany fax +49 7071 9457 211 www.science-computing.de -- Vorstand/Board of Management: Dr. Bernd Finkbeiner, Dr. Roland Niemeier, Dr. Arno Steitz, Dr. Ingrid Zech Vorsitzender des Aufsichtsrats/ Chairman of the Supervisory Board: Michel Lepert Sitz/Registered Office: Tuebingen Registergericht/Registration Court: Stuttgart Registernummer/Commercial Register No.: HRB 382196 From prescott at wcoil.com Thu May 7 08:36:21 2009 From: prescott at wcoil.com (prescott at wcoil.com) Date: Thu, 7 May 2009 08:36:21 -0400 (EDT) Subject: [rt-users] adding button to ticket page Message-ID: What is the proper way to customize rt to add a button into a ticket so I can perform an outside function? What I want to do is to have a label printer print a address label from a ticket. This would be done when the staff person is adding the ticket. this should not be done for all tickets, and it only needs to be done on demand. I can use the ticket id to look up the correct information, I just don't know how to go about customizing for this... Thanks in advance. From jchome at jc-ix.net Thu May 7 08:45:43 2009 From: jchome at jc-ix.net (Frederic Jaeckel) Date: Thu, 7 May 2009 14:45:43 +0200 Subject: [rt-users] "delete" Button in Ticket view. Message-ID: <20090507144543.0e722a1e@pc30b.int.bfk.de> Hi, is it possible to get the "delete" Button back int the Ticket View like in rt 3.6.*? It was so handy in the upper right where "Open","Take"... is placed. :) Best regards, Frederic Jaeckel -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 197 bytes Desc: not available URL: From domm at cpan.org Thu May 7 10:58:08 2009 From: domm at cpan.org (Thomas Klausner) Date: Thu, 7 May 2009 16:58:08 +0200 Subject: [rt-users] Autogenerating a password for requestors Message-ID: <20090507145808.GG26576@dedomm.validad.net> Hi! I've got a slightly complex question (at least to me..) and I haven't been able to come up with s solution after lots of googling, trying stuff from the wiki, etc. My bigger goal is to set up RT so that requestors get an email notifying them of their ticket id etc aftre creation. If they are new users, they should get a autocreated password. There is a page in the wiki on this http://wiki.bestpractical.com/view/AutogeneratedPassword This works when I submit a ticket via email. But... On our website, we have a small feedback box (yes, inspired by hiveminder ;-) User can enter their problems there, which get temporarily stored in our DB. A cronjob than takes the proto-tickets and submits them to our RT via RT::Client::Rest. There we log into RT with a system user and set the requestor to the users email address: $ticket = RT::Client::REST::Ticket->new( rt => $rt, subject => $subject, queue => $queue, requestors => \@requestors, )->store( text => join( "\n", $subject, '', @desc ) ); This works perfectly, but not with the Password autogeneration. After some trial and error, I figured out that RT::Client::REST seems to set the requestors AFTER ticket creation, thus there are no requestors during 'On Create'. I figured out the correct custom condition (I think): return 0 unless $self->TransactionObj->Type eq 'AddWatcher'; return 0 unless $self->TransactionObj->Field eq 'Requestor'; return 1; But I wasn't able to get template from AutogeneratedPassword to work. I guess, some of the values used in there do not apply to this later stage. So, any pointers on how do autogenerate a password right after on Create? Thanks! -- #!/usr/bin/perl http://domm.plix.at for(ref bless{},just'another'perl'hacker){s-:+-$"-g&&print$_.$/} From david.ocallaghan at cs.tcd.ie Thu May 7 12:09:01 2009 From: david.ocallaghan at cs.tcd.ie (David O'Callaghan) Date: Thu, 07 May 2009 17:09:01 +0100 Subject: [rt-users] "delete" Button in Ticket view. In-Reply-To: <20090507144543.0e722a1e@pc30b.int.bfk.de> References: <20090507144543.0e722a1e@pc30b.int.bfk.de> Message-ID: <4A03079D.2070209@cs.tcd.ie> On 07/05/09 13:45, Frederic Jaeckel wrote: > is it possible to get the "delete" Button back int the Ticket View like > in rt 3.6.*? It was so handy in the upper right where "Open","Take"... > is placed. :) > +1 for this suggestion. Alternatively, is there a quick way to implement this feature myself? Should I just look at the code for 3.6? David From barnesaw at ucrwcu.rwc.uc.edu Thu May 7 12:37:25 2009 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Thu, 07 May 2009 12:37:25 -0400 Subject: [rt-users] "delete" Button in Ticket view. In-Reply-To: <4A03079D.2070209@cs.tcd.ie> References: <20090507144543.0e722a1e@pc30b.int.bfk.de> <4A03079D.2070209@cs.tcd.ie> Message-ID: <4A030E45.2040801@ucrwcu.rwc.uc.edu> Should be a simple callback in Elements/Tabs I would think. Or just a local mod to Elements/Tabs for the not-as-clean route. David O'Callaghan wrote: > On 07/05/09 13:45, Frederic Jaeckel wrote: > >> is it possible to get the "delete" Button back int the Ticket View like >> in rt 3.6.*? It was so handy in the upper right where "Open","Take"... >> is placed. :) >> >> > +1 for this suggestion. > > Alternatively, is there a quick way to implement this feature myself? > Should I just look at the code for 3.6? > > David > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Drew Barnes Applications Analyst Network Resources Department Raymond Walters College University of Cincinnati From daviswj at comcast.net Thu May 7 13:00:30 2009 From: daviswj at comcast.net (Bill Davis) Date: Thu, 07 May 2009 11:00:30 -0600 Subject: [rt-users] "delete" Button in Ticket view. In-Reply-To: <4A03079D.2070209@cs.tcd.ie> References: <20090507144543.0e722a1e@pc30b.int.bfk.de> <4A03079D.2070209@cs.tcd.ie> Message-ID: <4A0313AE.8090105@comcast.net> An HTML attachment was scrubbed... URL: From jesse at bestpractical.com Thu May 7 13:32:12 2009 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 7 May 2009 13:32:12 -0400 Subject: [rt-users] "delete" Button in Ticket view. In-Reply-To: <20090507144543.0e722a1e@pc30b.int.bfk.de> References: <20090507144543.0e722a1e@pc30b.int.bfk.de> Message-ID: <20090507173212.GG23835@bestpractical.com> On Thu, May 07, 2009 at 02:45:43PM +0200, Frederic Jaeckel wrote: > Hi, > > is it possible to get the "delete" Button back int the Ticket View like > in rt 3.6.*? It was so handy in the upper right where "Open","Take"... > is placed. :) As far as I know, no such thing was ever built into RT 3.6. However, RT::Extension::QuickDelete should work as well on 3.8 as it did on 3.6. http://search.cpan.org/dist/RT-Extension-QuickDelete/ > > Best regards, > Frederic Jaeckel > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com -- From allen+rtlist at crystalfontz.com Thu May 7 13:44:01 2009 From: allen+rtlist at crystalfontz.com (allen+rtlist at crystalfontz.com) Date: Thu, 7 May 2009 10:44:01 -0700 Subject: [rt-users] Autogenerating a password for requestors Message-ID: <885d981e0905071044m31f1df84v6b6911ee12a3789e@mail.gmail.com> > My bigger goal is to set up RT so that requestors get an email > notifying them of their ticket id etc aftre creation. If they are new > users, they should get a autocreated password. > > There is a page in the wiki on this > http://wiki.bestpractical.com/view/AutogeneratedPassword > > This works when I submit a ticket via email. > > But I wasn't able to get template from AutogeneratedPassword > to work. I guess, some of the values used in there do not apply to this > later stage. I noticed that the Autogeneratepassword template scrip offered in the wiki works fine at creating and emailing a password to a new user who just created a ticket by email, but it did not seem to do the same when a privileged user manually created a ticket in the RT web interface. The reason it didn;t is because in that case, the Transaction CreatorObj is the privileged user, not the new user. Therefore, the scripted tests that determine whether to set a password fail and the whole set password script is skipped. I (think) I fixed this by changing the "Autoreply" Templat script to be like so: --- begin Autoreply template --- Greetings, Your support ticket [{$Ticket->QueueObj->SubjectTag || $rtname} #{$Ticket->id()}] regarding: "{$Ticket->Subject()}" has been created, and a summary appears below. Please check the history and progress of all your tickets and communicate with our staff about your issue by logging in to the web-based ticket system at: { *RT::User::GenerateRandomNextChar = \&RT::User::_GenerateRandomNextChar; # CHANGED NEXT 3 LINES TO TEST REQUESTOR INSTEAD OF CREATOR # SO THAT WILL EMAIL REQUESTOR A PASSWORD WHEN STAFF CREATES # THE TICKET IN WEB INTERFACE #if (($Transaction->CreatorObj->id != $RT::Nobody->id) && # (!$Transaction->CreatorObj->Privileged) && # ($Transaction->CreatorObj->__Value('Password') eq '*NO-PASSWORD*') if (($Ticket->Requestors->UserMembersObj->First->Id() != $RT::Nobody->id) && (!$Ticket->Requestors->UserMembersObj->First->Privileged) && ($Ticket->Requestors->UserMembersObj->First->__Value('Password') eq '*NO-PASSWORD*') ) { my $user = RT::User->new($RT::SystemUser); # $user->Load($Transaction->CreatorObj->Id); $user->Load($Ticket->Requestors->UserMembersObj->First->Id()); my ($stat, $pass) = $user->SetRandomPassword(); if (!$stat) { $OUT .= "An internal error has occurred. RT was not able to set a password for you. Please contact your local RT administrator for assistance."; } use URI::Escape; $OUT .= " ". $RT::WebURL."SelfService/?user=". uri_escape($user->Name)."&pass=". uri_escape($pass)." Your username and password for the ticket system are: Username: ".$user->Name." Password: ".$pass." You may change the password after you login if you wish."; } else { $OUT .= " ". $RT::WebURL ."Ticket/Display.html?id=". $Ticket->id(); } } This is an automated message. Please do not reply. Thank you, {$Ticket->QueueObj->CorrespondAddress()} ------------------------------------------------------------------------- {$Transaction->Content()} --- end Autoreply template --- I don;t know if that is right or proper, but it seems to work. Allen From jeffp at burstek.com Thu May 7 13:57:27 2009 From: jeffp at burstek.com (Jeff Palmer) Date: Thu, 7 May 2009 12:57:27 -0500 Subject: [rt-users] rt command line, to see all tickets updated yesterday. Message-ID: Hello, I'm trying to use the rt command line to get a list of all tickets that were modified yesterday. I currently have: rt ls -t ticket "Queue = 'Support' AND Status != 'rejected' AND LastUpdated = '2009-05-06" It seems simple enough, but apparently the query is larger than I had anticipated, because the web server times out before returning any results. I'm looking for ideas/optimizations, to make this faster and more reliable. As an aside, I know I can add the -f switch to pull things like id, and subject. Is there a way to pull info out of a customfield also? An example: rt ls -t ticket "Queue = 'Support' AND Status != 'rejected' AND LastUpdated = '$EXPIRE'" -f id,subject,customfield Any help or advice would be greatly appreciated. -------------- next part -------------- An HTML attachment was scrubbed... URL: From domm at cpan.org Thu May 7 15:21:51 2009 From: domm at cpan.org (Thomas Klausner) Date: Thu, 7 May 2009 21:21:51 +0200 Subject: [rt-users] Autogenerating a password for requestors In-Reply-To: <885d981e0905071044m31f1df84v6b6911ee12a3789e@mail.gmail.com> References: <885d981e0905071044m31f1df84v6b6911ee12a3789e@mail.gmail.com> Message-ID: <20090507192150.GA29775@xps1330.o.factline.com> Hi! On Thu, May 07, 2009 at 10:44:01AM -0700, allen+rtlist at crystalfontz.com wrote: > # CHANGED NEXT 3 LINES TO TEST REQUESTOR INSTEAD OF CREATOR > # SO THAT WILL EMAIL REQUESTOR A PASSWORD WHEN STAFF CREATES > # THE TICKET IN WEB INTERFACE Worked like a charm, thanks a lot! -- #!/usr/bin/perl http://domm.plix.at for(ref bless{},just'another'perl'hacker){s-:+-$"-g&&print$_.$/} From toml at bitstatement.net Thu May 7 16:00:46 2009 From: toml at bitstatement.net (Tom Lahti) Date: Thu, 07 May 2009 13:00:46 -0700 Subject: [rt-users] Autogenerating a password for requestors In-Reply-To: <20090507192150.GA29775@xps1330.o.factline.com> References: <885d981e0905071044m31f1df84v6b6911ee12a3789e@mail.gmail.com> <20090507192150.GA29775@xps1330.o.factline.com> Message-ID: <4A033DEE.7030600@bitstatement.net> >> # CHANGED NEXT 3 LINES TO TEST REQUESTOR INSTEAD OF CREATOR >> # SO THAT WILL EMAIL REQUESTOR A PASSWORD WHEN STAFF CREATES >> # THE TICKET IN WEB INTERFACE > > Worked like a charm, thanks a lot! Yikes! If I called someone and made a request via the phone and they emailed a password for some system I'd never heard of, I'd probably flag it as spam. I sure as heck wouldn't log into it, because (a) I don't know if it really came from them, (b) I don't know what this system does -- XSS attack, anyone? (c) the password was just emailed across the net in clear text. Oi vay. On the other hand, if I made the request via email, I might totally expect to get a autoreply via email, but I'd still want my new password encrypted. Perhaps RT can discover attached GPG/PGP keys and add them to a user's record at autocreate? Now that would be awesome. -- -- ============================ Tom Lahti BIT Statement LLC (425)251-0833 x 117 http://www.bitstatement.net/ -- ============================ From ruslan.zakirov at gmail.com Thu May 7 19:35:59 2009 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Fri, 8 May 2009 03:35:59 +0400 Subject: [rt-users] rt command line, to see all tickets updated yesterday. In-Reply-To: References: Message-ID: <589c94400905071635m492ccfaei82a0db782903ad7f@mail.gmail.com> On Thu, May 7, 2009 at 9:57 PM, Jeff Palmer wrote: > Hello, > > > > I?m trying to use the rt command line to get a list of all tickets that were > modified yesterday.? I currently have: > > > > rt ls -t ticket "Queue = 'Support' AND Status != 'rejected' AND LastUpdated > = '2009-05-06" > > > > It seems simple enough,? but apparently the query is larger than I had > anticipated, because the web server times out before returning any results. > > I?m looking for ideas/optimizations, to make this faster and more reliable. How many tickets do you have in support queue? For mysql ideal index would be (Queue, LastUpdated), however I don't think it's the problem, expecially if you have less than 100k tickets in the queue. Slow logs may help you identify real bottleneck. > As an aside,? I know I can add the ?f switch to pull things like id, and > subject.? Is there a way to pull info out of a customfield also?? An > example: > > rt ls -t ticket "Queue = 'Support' AND Status != 'rejected' AND LastUpdated > = '$EXPIRE'" -f id,subject,customfield I don't remember exact syntax, but it's probably CustomField.{Name} or something like that. Hope somebody come up with exact version :) > > Any help or advice would be greatly appreciated. > -- Best regards, Ruslan. From chanty_kh at yahoo.com Thu May 7 21:52:11 2009 From: chanty_kh at yahoo.com (ty chan) Date: Thu, 7 May 2009 18:52:11 -0700 (PDT) Subject: [rt-users] Reqest Tracker CentOS 5.3 setup In-Reply-To: <6DE14847-A732-41E3-85FE-C534A96BF023@julbox.net> References: <717129.55622.qm@web52302.mail.re2.yahoo.com> <49464.84.103.45.38.1241680181.squirrel@squirrel.est-unique.net> <409271.14172.qm@web52301.mail.re2.yahoo.com> <6DE14847-A732-41E3-85FE-C534A96BF023@julbox.net> Message-ID: <930622.9040.qm@web52304.mail.re2.yahoo.com> I am sure about debugging with Firebug. please see below my rt3.conf file as below: [root at rt conf.d]# cat rt3.conf #LoadModule fcgid_module modules/mod_fcgid.so # Sane place to put sockets and shared memory file SocketPath run/mod_fcgid SharememPath run/fcgid_shm Alias /rt/NoAuth/images/ /opt/rt3/share/html/NoAuth/images/ ScriptAlias /rt /opt/rt3/bin/mason_handler.fcgi/ [root at rt conf.d]# all are what i have one http config. please advise what else should i add in rt3.conf. regards, chanty ________________________________ From: julien To: ty chan Sent: Thursday, May 7, 2009 6:01:05 PM Subject: Re: [rt-users] Reqest Tracker CentOS 5.3 setup Use firebug to see what is not loading, looks like you have a misconfigured apache sites (see previous mail) (url rewriting should rewrite the static link to your css & images) Le 7 mai 09 ? 09:21, ty chan a ?crit : please take a look at how the page look like in the attachment file. ________________________________ From: jul To: ty chan Cc: rt-users at lists.bestpractical.com Sent: Thursday, May 7, 2009 2:09:41 PM Subject: Re: [rt-users] Reqest Tracker CentOS 5.3 setup By the way what do you mean by : I only see in text mode ? HTML is text :) wouldn't you have 404 http errors too ? I mean wouldn't apache fail to serve some js / images ? wouldn't you be missing some aliases in your apache configuration scripts ? If you mean you lack images, then it means you have a misconfigured Alias /rt/NoAuth/images /opt/rt3/share/html/NoAuth/images and maybe Order Allow,Deny Allow from 127.0.0.1 Allow from your-public-ip (Firefox -> firebug or apache log) Else, I can't see the problem Do you clean mason cache when restarting apache, do you restart apache after modifications ? (reload graceful don't work with persistant mode bad SIGHUP propagation) I am quite clueless at this point ... :( -- Even if you persuade me, you won't persuade me. -- Aristophanes -------------- next part -------------- An HTML attachment was scrubbed... URL: From jmoseley at corp.xanadoo.com Thu May 7 22:02:22 2009 From: jmoseley at corp.xanadoo.com (jmoseley at corp.xanadoo.com) Date: Thu, 7 May 2009 21:02:22 -0500 Subject: [rt-users] Reqest Tracker CentOS 5.3 setup In-Reply-To: <930622.9040.qm@web52304.mail.re2.yahoo.com> Message-ID: You need to uncomment the LoadModule line and add: AddHandler fcgid-script fcg fcgi fpl This assumes you have installed mod_fcgid from CentOS's yum respository and are not trying to use mod_perl or mod_fastcgi. James Moseley ty chan To Sent by: julien rt-users-bounces@ cc lists.bestpractic rt-users at lists.bestpractical.com al.com Subject Re: [rt-users] Reqest Tracker CentOS 5.3 setup 05/07/2009 08:52 PM I am sure about debugging with Firebug. please see below my rt3.conf file as below: [root at rt conf.d]# cat rt3.conf #LoadModule fcgid_module modules/mod_fcgid.so # Sane place to put sockets and shared memory file SocketPath run/mod_fcgid SharememPath run/fcgid_shm Alias /rt/NoAuth/images/ /opt/rt3/share/html/NoAuth/images/ ScriptAlias /rt /opt/rt3/bin/mason_handler.fcgi/ From chanty_kh at yahoo.com Thu May 7 23:05:45 2009 From: chanty_kh at yahoo.com (ty chan) Date: Thu, 7 May 2009 20:05:45 -0700 (PDT) Subject: [rt-users] Reqest Tracker CentOS 5.3 setup In-Reply-To: References: Message-ID: <765847.21247.qm@web52302.mail.re2.yahoo.com> Ok, rt3.conf looks like as below: [root at rt conf.d]# cat rt3.conf LoadModule fcgid_module modules/mod_fcgid.so # Use FastCGI to process .fcg .fcgi & .fpl scripts # Don't do this if mod_fastcgi is present, as it will try to do the samei thing AddHandler fcgid-script fcg fcgi fpl # Sane place to put sockets and shared memory file SocketPath run/mod_fcgid SharememPath run/fcgid_shm # Main instance Alias /rt/NoAuth/images/ /opt/rt3/share/html/NoAuth/images/ ScriptAlias /rt /opt/rt3/bin/mason_handler.fcgi/ [root at rt conf.d]# but i still have the same result. regards, chanty ________________________________ From: "jmoseley at corp.xanadoo.com" To: ty chan Cc: julien ; rt-users at lists.bestpractical.com; rt-users-bounces at lists.bestpractical.com Sent: Friday, May 8, 2009 9:02:22 AM Subject: Re: [rt-users] Reqest Tracker CentOS 5.3 setup You need to uncomment the LoadModule line and add: AddHandler fcgid-script fcg fcgi fpl This assumes you have installed mod_fcgid from CentOS's yum respository and are not trying to use mod_perl or mod_fastcgi. James Moseley ty chan To Sent by: julien rt-users-bounces@ cc lists.bestpractic rt-users at lists.bestpractical.com al.com Subject Re: [rt-users] Reqest Tracker CentOS 5.3 setup 05/07/2009 08:52 PM I am sure about debugging with Firebug. please see below my rt3.conf file as below: [root at rt conf.d]# cat rt3.conf #LoadModule fcgid_module modules/mod_fcgid.so # Sane place to put sockets and shared memory file SocketPath run/mod_fcgid SharememPath run/fcgid_shm Alias /rt/NoAuth/images/ /opt/rt3/share/html/NoAuth/images/ ScriptAlias /rt /opt/rt3/bin/mason_handler.fcgi/ -------------- next part -------------- An HTML attachment was scrubbed... URL: From Ton.Hoogstraten at ingram.nl Fri May 8 02:47:03 2009 From: Ton.Hoogstraten at ingram.nl (Hoogstraten, Ton) Date: Fri, 8 May 2009 08:47:03 +0200 Subject: [rt-users] bypassing the ACL Message-ID: <891469DFBBD7364EB24DEEB101767D86505BDF@nlutxch101.corporate.ingrammicro.com> Hi, I'm looking at a point of conflict that I'm having with myself and RT. I made an option that makes it easy and quick to create a DependsOn ticket in queues where users have SeeQueue/CreateTicket permission for. People like to call them SubTickets here. Now the problem is if they don't have ShowTicket permission for the DependsOn ticket they can't see information like status and owner. I can grant that to the Requestor role (since who creates the ticket becomes the requestor) But they also want other members who have access to the same queue's as the Requestor to be able to see the information. The main info they want to be able to see is ticket ID, Subject, Owner and Status. What would be the up and downside if I add that ticket information in the display by over-ruling the ACL with the SystemUser? What possible other solutions can I look at? I don't want to give all users the SeeQueue and ShowTicket Permissions for all queue's they can create DependsOn tickets in. If you do that those queue's will also be displayed in their 'At a glance' view. Giving them just SeeQueue and CreateTicket allows them to create a ticket in a different queue without seeing further information including the DependsOn information (I just double checked. It looks like you can see ID and Owner, but not Subject and Status without ShowTicket). Kind regards, Ton Hoogstraten -------------- next part -------------- An HTML attachment was scrubbed... URL: From ulf.renman at gmail.com Fri May 8 10:58:36 2009 From: ulf.renman at gmail.com (Ulf Renman) Date: Fri, 8 May 2009 16:58:36 +0200 Subject: [rt-users] Customizing MessageBox Message-ID: <90e5796f0905080758p13b3f3a2sc9c10be7beca93d3@mail.gmail.com> Im a beginner coding RT-stuff so please be patient. I want to customize the message template. The first thing I made was to make use of this example: http://wiki.bestpractical.com/view/SignatureToTheTop That worked exellent. But now I want to include the name of the queue which the ticket belongs to. And later on I whant to include a queue-customized signature to every message. I have looked at the Branded Queues extention ( http://search.cpan.org/dist/RT-Extension-BrandedQueues/) so I have been able to add a field to the queue-page. My main problem now is that I'm not able to figure out how to access the queue-object in the /html/Elements/MessageBox file. Please help /Ulf -------------- next part -------------- An HTML attachment was scrubbed... URL: From rfh at vialtus.com Fri May 8 12:32:36 2009 From: rfh at vialtus.com (Raed El-Hames) Date: Fri, 08 May 2009 17:32:36 +0100 Subject: [rt-users] Customizing MessageBox In-Reply-To: <90e5796f0905080758p13b3f3a2sc9c10be7beca93d3@mail.gmail.com> References: <90e5796f0905080758p13b3f3a2sc9c10be7beca93d3@mail.gmail.com> Message-ID: <4A045EA4.3050305@vialtus.com> Hi; Do you need the Queue name in the MessageBox or in the emails sent out, you can modify the Templates to include queue name, for example you can modify the admin Correspondence template to include: Ticket Queue = {$Ticket->QueueObj->Name} you do that below the line: This is an admin correspondence: Regards; Roy Ulf Renman wrote: > Im a beginner coding RT-stuff so please be patient. > > I want to customize the message template. The first thing I made was > to make use of this example: > http://wiki.bestpractical.com/view/SignatureToTheTop > > That worked exellent. But now I want to include the name of the queue > which the ticket belongs to. And later on I whant to include a > queue-customized signature to every message. > > I have looked at the Branded Queues extention > (http://search.cpan.org/dist/RT-Extension-BrandedQueues/) so I have > been able to add a field to the queue-page. > > My main problem now is that I'm not able to figure out how to access > the queue-object in the /html/Elements/MessageBox file. > > Please help > > /Ulf From jboris at adphila.org Fri May 8 12:44:24 2009 From: jboris at adphila.org (John BORIS) Date: Fri, 08 May 2009 12:44:24 -0400 Subject: [rt-users] All Queues showing up in RT at a Glance Message-ID: <4A042928.2594.002B.0@adphila.org> All of the Queues are showing up in RT at a glance when I select MyAdminQueues even though the user is not the Admin of that Queue. I am running 3.6.6 Is there a way to clear this up? I looked at the Queues and the users I see this with are not the Administrators of those queues. TIA John J. Boris, Sr. JEN-A-SyS Administrator Archdiocese of Philadelphia "Remember! That light at the end of the tunnel Just might be the headlight of an oncoming train!" From kfcrocker at lbl.gov Fri May 8 14:42:19 2009 From: kfcrocker at lbl.gov (Ken Crocker) Date: Fri, 08 May 2009 11:42:19 -0700 Subject: [rt-users] How to delete user In-Reply-To: <589c94400905061727n301a3ef5x66cdcce722881ec5@mail.gmail.com> References: <5e5450110905061710w1490a94vd7dc0d3dc72721dc@mail.gmail.com> <589c94400905061727n301a3ef5x66cdcce722881ec5@mail.gmail.com> Message-ID: <4A047D0B.3070806@lbl.gov> Nast, When a User is created, there are a bunch of tables that are affected (Principals, Groups, GroupMembers, ACL, Transactions, etc.). If you just delete a record from the User table, then everything gets out of sync. For example, the history on a ticket will show an error because the history of a ticket uses transaction records that are referring to the UserId you just blew away. Not Good! Like Ruslan said, use Shredder. These tools are developed to keep all that RT stuff in the background in sync. Kenn LBNL On 5/6/2009 5:27 PM, Ruslan Zakirov wrote: > shredder > > On Thu, May 7, 2009 at 4:10 AM, nast linux wrote: > >> Dear All, >> >> I just do disable user, but I can not delete user. >> How to delete user database? >> Should I delete directly through mysql? >> >> Thanks, >> ns >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> >> > > > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From kfcrocker at lbl.gov Fri May 8 14:47:36 2009 From: kfcrocker at lbl.gov (Ken Crocker) Date: Fri, 08 May 2009 11:47:36 -0700 Subject: [rt-users] open tickets for certain domain-email-adresses In-Reply-To: <4A029E69.4090106@science-computing.de> References: <4A029E69.4090106@science-computing.de> Message-ID: <4A047E48.9070807@lbl.gov> Violetta, I can help, but it's still not clear to me what you want. You say you only want the Admins (I'm assuming here you mean the AdminCc Watcher for the Queue) to "See the Queue" and then you mention something about the users "can change it". Change what? If you only want AdminCcs to see the queue, how do you expect a User to see a ticket and change it. I'm confused. I can tell you how to set the privileges so that the USers can create tickets via Email and NOT see the Queue, but I really do not understand what you're looking for. Please give me a more concise description of your Queue setup/usage and what you want and then I can help. Kenn LBNL On 5/7/2009 1:40 AM, Violetta J. Wawryk wrote: > Hi, > > we have a queue in our RT that nobody should see except the > Queue-Admins. But we need about 100 Users to open Tickets via email in > that queue, their email-addresses have all the same domain name. > > Since the Users can change it would be to much hassle to look through > all the users again and again to get them their own accounts and put > them in a certain group. > > I don't want to give "Everybody" the right to "open a Ticket" because > then all other Users who can log in the RT could open a Ticket in that > Queue via the Quick Ticket opening thing on the top right corner. > > Has anybody an idea to solve this problem? I couldn't find the answer > anywhere so far. > > Thanks and regards, > > Violetta > > > From kfcrocker at lbl.gov Fri May 8 14:51:49 2009 From: kfcrocker at lbl.gov (Ken Crocker) Date: Fri, 08 May 2009 11:51:49 -0700 Subject: [rt-users] bypassing the ACL In-Reply-To: <891469DFBBD7364EB24DEEB101767D86505BDF@nlutxch101.corporate.ingrammicro.com> References: <891469DFBBD7364EB24DEEB101767D86505BDF@nlutxch101.corporate.ingrammicro.com> Message-ID: <4A047F45.4020800@lbl.gov> Ton, You need to change your RT_SiteConfig.pm in etc to turn off "StrictACL". By turning it off, it allows users from one queue to "link" to tickets in other Queues that they have no privileges for. Hope this helps. Kenn LBNL On 5/7/2009 11:47 PM, Hoogstraten, Ton wrote: > > Hi, > > > > I'm looking at a point of conflict that I'm having with myself and RT. > I made an option that makes it easy and quick to create a DependsOn > ticket in queues where users have SeeQueue/CreateTicket permission > for. People like to call them SubTickets here. Now the problem is if > they don't have ShowTicket permission for the DependsOn ticket they > can't see information like status and owner. I can grant that to the > Requestor role (since who creates the ticket becomes the requestor) > But they also want other members who have access to the same queue's > as the Requestor to be able to see the information. > > > > The main info they want to be able to see is ticket ID, Subject, Owner > and Status. What would be the up and downside if I add that ticket > information in the display by over-ruling the ACL with the SystemUser? > What possible other solutions can I look at? I don't want to give all > users the SeeQueue and ShowTicket Permissions for all queue's they can > create DependsOn tickets in. If you do that those queue's will also be > displayed in their 'At a glance' view. Giving them just SeeQueue and > CreateTicket allows them to create a ticket in a different queue > without seeing further information including the DependsOn information > (I just double checked. It looks like you can see ID and Owner, but > not Subject and Status without ShowTicket). > > > > Kind regards, > > > > Ton Hoogstraten > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From kfcrocker at lbl.gov Fri May 8 14:57:12 2009 From: kfcrocker at lbl.gov (Ken Crocker) Date: Fri, 08 May 2009 11:57:12 -0700 Subject: [rt-users] All Queues showing up in RT at a Glance In-Reply-To: <4A042928.2594.002B.0@adphila.org> References: <4A042928.2594.002B.0@adphila.org> Message-ID: <4A048088.6030404@lbl.gov> JOhn, there should be an "Edit" option to the right of the display. Use that. Kenn LBNL On 5/8/2009 9:44 AM, John BORIS wrote: > All of the Queues are showing up in RT at a glance when I select > MyAdminQueues even though the user is not the Admin of that Queue. I am > running 3.6.6 > > Is there a way to clear this up? I looked at the Queues and the users > I see this with are not the Administrators of those queues. > > > TIA > > John J. Boris, Sr. > JEN-A-SyS Administrator > Archdiocese of Philadelphia > "Remember! That light at the end of the tunnel > Just might be the headlight of an oncoming train!" > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > From phil at five-lawrences.com Fri May 8 16:47:10 2009 From: phil at five-lawrences.com (Phil Lawrence) Date: Fri, 8 May 2009 15:47:10 -0500 Subject: [rt-users] index.html not found (CentOS-5.3 RT-3.8.2 FastCGI) Message-ID: I have a fresh test install, but my old recipe no longer works :-). Can someone please help with the following: __PROBLEM__ This URL displays the login page fine: http://scmtest.tld.com/rt However, clicking the Login button leads to a 404 page for: http://scmtest.tld.com/index.html Specifically, here is the error from /var/log/httpd/error_log: ... [error] [client 10.5.0.143] File does not exist: /var/www/html/index.html, referer: http://scmtest.tld.com/rt I've tried making an alias for /rt in the rt3.conf httpd conf file, but that only seems to make my images and css disappear from the login page (and doesn't change the problem I specified above). Any ideas? __CONFIG__ basic setup: CentOS-5.3 RT-3.8.2 FastCGI I installed RT with default layout. (config.log appended below) /etc/httpd/conf/httpd.conf is untouched out of the box # cat /etc/httpd/conf.d/fastcgi.conf LoadModule fastcgi_module modules/mod_fastcgi.so # cat /etc/httpd/conf.d/rt3.conf NameVirtualHost *:80 ServerAdmin root DocumentRoot /var/www/html/ # Adding the following for RT (the ticket tracker) AddHandler fastcgi-script fcgi Alias /rt/ /opt/rt3/share/html/ Options FollowSymLinks ExecCGI AllowOverride None # Pass through requests to display images Alias /NoAuth/images/ /opt/rt3/share/html/NoAuth/images/ FastCgiServer /opt/rt3/bin/mason_handler.fcgi -idle-timeout 120 ScriptAlias /rt /opt/rt3/bin/mason_handler.fcgi Here is my site config: # diff RT_Config.pm RT_SiteConfig.pm 37c37 < Set($rtname , "example.com"); --- > Set($rtname , "rt"); 73c73 < Set($Organization , "example.com"); --- > Set($Organization , "scmtest.tld.com"); 91c91 < Set($Timezone , 'US/Eastern'); --- > Set($Timezone , 'US/Central'); 118,119c118,119 < Set($DatabaseHost , 'localhost'); < Set($DatabaseRTHost , 'localhost'); --- > Set($DatabaseHost , ''); > Set($DatabaseRTHost , ''); 144c144 < Set($DatabasePassword , 'rt_pass'); --- > Set($DatabasePassword , 'password'); 659c659 < Set($LogToSyslog , 'info'); --- > Set($LogToSyslog , 'debug'); 761c761 < Set($WebPath, ""); --- > Set($WebPath, "/rt"); 778c778 < Set( $WebDomain, 'localhost' ); --- > Set( $WebDomain, 'scmtest.tld.com' ); 850c850 < Set($MessageBoxWrap, "HARD"); --- > Set($MessageBoxWrap, "SOFT"); Here is ~/src/rt-3.8.2/config.log This file contains any messages produced by compilers while running configure, to aid debugging if configure makes a mistake. It was created by RT configure 3.8.2, which was generated by GNU Autoconf 2.61. Invocation command line was $ ./configure --with-apachectl=/usr/sbin/apachectl --with-web-user=apache --with-web-group=apache --with-mysql --with-web-handler=fastcgi ## --------- ## ## Platform. ## ## --------- ## hostname = scmtest.tld.com uname -m = i686 uname -r = 2.6.18-128.1.6.el5 uname -s = Linux uname -v = #1 SMP Wed Apr 1 09:19:18 EDT 2009 /usr/bin/uname -p = unknown /bin/uname -X = unknown /bin/arch = i686 /usr/bin/arch -k = unknown /usr/convex/getsysinfo = unknown /usr/bin/hostinfo = unknown /bin/machine = unknown /usr/bin/oslevel = unknown /bin/universe = unknown PATH: /usr/kerberos/bin PATH: /usr/local/bin PATH: /bin PATH: /usr/bin PATH: /home/phil/bin ## ----------- ## ## Core tests. ## ## ----------- ## configure:1846: checking for a BSD-compatible install configure:1902: result: /usr/bin/install -c configure:1917: checking for gawk configure:1933: found /bin/gawk configure:1944: result: gawk configure:1958: checking for perl configure:1976: found /usr/local/bin/perl configure:1989: result: /usr/local/bin/perl configure:2334: checking for chosen layout configure:2349: result: relative configure:2558: checking if group rt3 exists configure:2564: result: not found configure:2558: checking if group rt exists configure:2561: result: found configure:2592: checking if database name is valid configure:2595: result: yes configure:2690: checking for gcc configure:2706: found /usr/bin/gcc configure:2717: result: gcc configure:2955: checking for C compiler version configure:2962: gcc --version >&5 gcc (GCC) 4.1.2 20080704 (Red Hat 4.1.2-44) Copyright (C) 2006 Free Software Foundation, Inc. This is free software; see the source for copying conditions. There is NO warranty; not even for MERCHANTABILITY or FITNESS FOR A PARTICULAR PURPOSE. configure:2965: $? = 0 configure:2972: gcc -v >&5 Using built-in specs. Target: i386-redhat-linux Configured with: ../configure --prefix=/usr --mandir=/usr/share/man --infodir=/usr/share/info --enable-shared --enable-threads=posix --enable-checking=release --with-system-zlib --enable-__cxa_atexit --disable-libunwind-exceptions --enable-libgcj-multifile --enable-languages=c,c++,objc,obj-c++,java,fortran,ada --enable-java-awt=gtk --disable-dssi --enable-plugin --with-java-home=/usr/lib/jvm/java-1.4.2-gcj-1.4.2.0/jre --with-cpu=generic --host=i386-redhat-linux Thread model: posix gcc version 4.1.2 20080704 (Red Hat 4.1.2-44) configure:2975: $? = 0 configure:2982: gcc -V >&5 gcc: '-V' option must have argument configure:2985: $? = 1 configure:3008: checking for C compiler default output file name configure:3035: gcc conftest.c >&5 configure:3038: $? = 0 configure:3076: result: a.out configure:3093: checking whether the C compiler works configure:3103: ./a.out configure:3106: $? = 0 configure:3123: result: yes configure:3130: checking whether we are cross compiling configure:3132: result: no configure:3135: checking for suffix of executables configure:3142: gcc -o conftest conftest.c >&5 configure:3145: $? = 0 configure:3169: result: configure:3175: checking for suffix of object files configure:3201: gcc -c conftest.c >&5 configure:3204: $? = 0 configure:3227: result: o configure:3231: checking whether we are using the GNU C compiler configure:3260: gcc -c conftest.c >&5 configure:3266: $? = 0 configure:3283: result: yes configure:3288: checking whether gcc accepts -g configure:3318: gcc -c -g conftest.c >&5 configure:3324: $? = 0 configure:3423: result: yes configure:3440: checking for gcc option to accept ISO C89 configure:3514: gcc -c -g -O2 conftest.c >&5 configure:3520: $? = 0 configure:3543: result: none needed configure:3562: checking for aginitlib in -lgraph configure:3597: gcc -o conftest -g -O2 conftest.c -lgraph >&5 /usr/bin/ld: cannot find -lgraph collect2: ld returned 1 exit status configure:3603: $? = 1 configure: failed program was: | /* confdefs.h. */ | #define PACKAGE_NAME "RT" | #define PACKAGE_TARNAME "rt" | #define PACKAGE_VERSION "3.8.2" | #define PACKAGE_STRING "RT 3.8.2" | #define PACKAGE_BUGREPORT "rt-bugs at bestpractical.com" | /* end confdefs.h. */ | | /* Override any GCC internal prototype to avoid an error. | Use char because int might match the return type of a GCC | builtin and then its argument prototype would still apply. */ | #ifdef __cplusplus | extern "C" | #endif | char aginitlib (); | int | main () | { | return aginitlib (); | ; | return 0; | } configure:3621: result: no configure:3647: checking for gdlib-config configure:3663: found /usr/local/bin/gdlib-config configure:3675: result: yes configure:3703: checking for gpg configure:3719: found /usr/bin/gpg configure:3731: result: yes configure:4010: creating ./config.status ## ---------------------- ## ## Running config.status. ## ## ---------------------- ## This file was extended by RT config.status 3.8.2, which was generated by GNU Autoconf 2.61. Invocation command line was CONFIG_FILES = CONFIG_HEADERS = CONFIG_LINKS = CONFIG_COMMANDS = $ ./config.status on scmtest.tld.com config.status:697: creating etc/upgrade/3.8-branded-queues-extension config.status:697: creating etc/upgrade/3.8-ical-extension config.status:697: creating sbin/rt-attributes-viewer config.status:697: creating sbin/rt-dump-database config.status:697: creating sbin/rt-setup-database config.status:697: creating sbin/rt-test-dependencies config.status:697: creating sbin/rt-email-digest config.status:697: creating sbin/rt-email-dashboards config.status:697: creating sbin/rt-clean-sessions config.status:697: creating sbin/rt-shredder config.status:697: creating sbin/rt-validator config.status:697: creating sbin/rt-email-group-admin config.status:697: creating sbin/rt-server config.status:697: creating bin/mason_handler.fcgi config.status:697: creating bin/mason_handler.scgi config.status:697: creating bin/standalone_httpd config.status:697: creating bin/rt-crontool config.status:697: creating bin/rt-mailgate config.status:697: creating bin/rt config.status:697: creating Makefile config.status:697: creating etc/RT_Config.pm config.status:697: creating lib/RT.pm config.status:697: creating bin/mason_handler.svc config.status:697: creating bin/webmux.pl ## ---------------- ## ## Cache variables. ## ## ---------------- ## ac_cv_c_compiler_gnu=yes ac_cv_env_CC_set= ac_cv_env_CC_value= ac_cv_env_CFLAGS_set= ac_cv_env_CFLAGS_value= ac_cv_env_CPPFLAGS_set= ac_cv_env_CPPFLAGS_value= ac_cv_env_LDFLAGS_set= ac_cv_env_LDFLAGS_value= ac_cv_env_LIBS_set= ac_cv_env_LIBS_value= ac_cv_env_PERL_set= ac_cv_env_PERL_value= ac_cv_env_build_alias_set= ac_cv_env_build_alias_value= ac_cv_env_host_alias_set= ac_cv_env_host_alias_value= ac_cv_env_target_alias_set= ac_cv_env_target_alias_value= ac_cv_lib_graph_aginitlib=no ac_cv_objext=o ac_cv_path_PERL=/usr/local/bin/perl ac_cv_path_install='/usr/bin/install -c' ac_cv_prog_AWK=gawk ac_cv_prog_RT_GD=yes ac_cv_prog_RT_GPG=yes ac_cv_prog_ac_ct_CC=gcc ac_cv_prog_cc_c89= ac_cv_prog_cc_g=yes ## ----------------- ## ## Output variables. ## ## ----------------- ## APACHECTL='/usr/sbin/apachectl' AWK='gawk' BIN_OWNER='root' CC='gcc' CFLAGS='-g -O2' COMMENT_INPLACE_LAYOUT='' CONFIG_FILE_PATH='etc' CONFIG_FILE_PATH_R='/opt/rt3/etc' CPPFLAGS='' DATABASE_ENV_PREF='' DB_DATABASE='rt3' DB_DBA='root' DB_HOST='localhost' DB_PORT='' DB_RT_HOST='localhost' DB_RT_PASS='rt_pass' DB_RT_USER='rt_user' DB_TYPE='mysql' DEFS='-DPACKAGE_NAME=\"RT\" -DPACKAGE_TARNAME=\"rt\" -DPACKAGE_VERSION=\"3.8.2\" -DPACKAGE_STRING=\"RT\ 3.8.2\" -DPACKAGE_BUGREPORT=\"rt-bugs at bestpractical.com\"' ECHO_C='' ECHO_N='-n' ECHO_T='' EXEEXT='' INSTALL_DATA='${INSTALL} -m 644' INSTALL_PROGRAM='${INSTALL}' INSTALL_SCRIPT='${INSTALL}' LDFLAGS='' LIBOBJS='' LIBS='' LIBS_GROUP='bin' LIBS_OWNER='root' LOCAL_ETC_PATH='local/etc' LOCAL_ETC_PATH_R='/opt/rt3/local/etc' LOCAL_LEXICON_PATH='local/po' LOCAL_LEXICON_PATH_R='/opt/rt3/local/po' LOCAL_LIB_PATH='local/lib' LOCAL_LIB_PATH_R='/opt/rt3/local/lib' LTLIBOBJS='' MASON_DATA_PATH='var/mason_data' MASON_DATA_PATH_R='/opt/rt3/var/mason_data' MASON_HTML_PATH='share/html' MASON_HTML_PATH_R='/opt/rt3/share/html' MASON_LOCAL_HTML_PATH='local/html' MASON_LOCAL_HTML_PATH_R='/opt/rt3/local/html' MASON_SESSION_PATH='var/session_data' MASON_SESSION_PATH_R='/opt/rt3/var/session_data' OBJEXT='o' PACKAGE_BUGREPORT='rt-bugs at bestpractical.com' PACKAGE_NAME='RT' PACKAGE_STRING='RT 3.8.2' PACKAGE_TARNAME='rt' PACKAGE_VERSION='3.8.2' PATH_SEPARATOR=':' PERL='/usr/local/bin/perl' RTGROUP='rt' RT_BIN_PATH='bin' RT_BIN_PATH_R='/opt/rt3/bin' RT_DEVEL_MODE='0' RT_DOC_PATH='share/doc' RT_DOC_PATH_R='/opt/rt3/share/doc' RT_ETC_PATH='etc' RT_ETC_PATH_R='/opt/rt3/etc' RT_GD='1' RT_GPG='1' RT_GRAPHVIZ='0' RT_LIB_PATH='lib' RT_LIB_PATH_R='/opt/rt3/lib' RT_LOCAL_PATH='local' RT_LOCAL_PATH_R='/opt/rt3/local' RT_LOG_PATH='var/log' RT_LOG_PATH_R='/opt/rt3/var/log' RT_MAN_PATH='man' RT_MAN_PATH_R='/opt/rt3/man' RT_PATH='/opt/rt3' RT_PATH_R='/opt/rt3' RT_SBIN_PATH='sbin' RT_SBIN_PATH_R='/opt/rt3/sbin' RT_VAR_PATH='var' RT_VAR_PATH_R='/opt/rt3/var' RT_VERSION_MAJOR='3' RT_VERSION_MINOR='8' RT_VERSION_PATCH='2' SHELL='/bin/sh' SPEEDY_BIN='/usr/local/bin/speedy' WEB_GROUP='apache' WEB_HANDLER='fastcgi' WEB_USER='apache' ac_ct_CC='gcc' bindir='bin' build_alias='' customdir='local' custometcdir='local/etc' customhtmldir='local/html' customlexdir='local/po' customlibdir='local/lib' datadir='share' datarootdir='${prefix}/share' docdir='${datarootdir}/doc/${PACKAGE_TARNAME}' dvidir='${docdir}' exec_prefix='/opt/rt3' exp_bindir='bin' exp_customdir='local' exp_custometcdir='local/etc' exp_customhtmldir='local/html' exp_customlexdir='local/po' exp_customlibdir='local/lib' exp_datadir='share' exp_exec_prefix='/opt/rt3' exp_htmldir='share/html' exp_libdir='lib' exp_localstatedir='var' exp_logfiledir='var/log' exp_mandir='man' exp_manualdir='share/doc' exp_masonstatedir='var/mason_data' exp_prefix='/opt/rt3' exp_sbindir='sbin' exp_sessionstatedir='var/session_data' exp_sysconfdir='etc' host_alias='' htmldir='share/html' includedir='${prefix}/include' infodir='${datarootdir}/info' libdir='lib' libexecdir='${exec_prefix}/libexec' localedir='${datarootdir}/locale' localstatedir='var' logfiledir='var/log' mandir='man' manualdir='share/doc' masonstatedir='var/mason_data' oldincludedir='/usr/include' pdfdir='${docdir}' prefix='/opt/rt3' program_transform_name='s,x,x,' psdir='${docdir}' rt_layout_name='relative' rt_version_major='3' rt_version_minor='8' rt_version_patch='2' sbindir='sbin' sessionstatedir='var/session_data' sharedstatedir='${prefix}/com' sysconfdir='etc' target_alias='' ## ----------- ## ## confdefs.h. ## ## ----------- ## #define PACKAGE_NAME "RT" #define PACKAGE_TARNAME "rt" #define PACKAGE_VERSION "3.8.2" #define PACKAGE_STRING "RT 3.8.2" #define PACKAGE_BUGREPORT "rt-bugs at bestpractical.com" configure: exit 0 From ruslan.zakirov at gmail.com Fri May 8 17:03:53 2009 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Sat, 9 May 2009 01:03:53 +0400 Subject: [rt-users] index.html not found (CentOS-5.3 RT-3.8.2 FastCGI) In-Reply-To: References: Message-ID: <589c94400905081403n3a2c958cuc769ddb37c6e4e74@mail.gmail.com> use http://scmtest.tld.com/rt/ with trailing slash. On Sat, May 9, 2009 at 12:47 AM, Phil Lawrence wrote: > I have a fresh test install, but my old recipe no longer works :-). > Can someone please help with the following: > > __PROBLEM__ > This URL displays the login page fine: > ? ?http://scmtest.tld.com/rt > > However, clicking the Login button leads to a 404 page for: > ? ?http://scmtest.tld.com/index.html > > Specifically, here is the error from /var/log/httpd/error_log: > ... [error] [client 10.5.0.143] File does not exist: > /var/www/html/index.html, referer: http://scmtest.tld.com/rt > > I've tried making an alias for /rt in the rt3.conf httpd conf file, > but that only seems to make my images and css disappear from the login > page (and doesn't change the problem I specified above). ?Any ideas? > > __CONFIG__ > basic setup: CentOS-5.3 RT-3.8.2 FastCGI > > I installed RT with default layout. ?(config.log appended below) > > /etc/httpd/conf/httpd.conf is untouched out of the box > > # cat /etc/httpd/conf.d/fastcgi.conf > LoadModule fastcgi_module modules/mod_fastcgi.so > > # cat /etc/httpd/conf.d/rt3.conf > NameVirtualHost *:80 > > ?ServerAdmin root > > ?DocumentRoot /var/www/html/ > > ?# Adding the following for RT (the ticket tracker) > ?AddHandler fastcgi-script fcgi > > ?Alias /rt/ /opt/rt3/share/html/ > ? > ? ?Options FollowSymLinks ExecCGI > ? ?AllowOverride None > ? > > ?# Pass through requests to display images > ?Alias /NoAuth/images/ /opt/rt3/share/html/NoAuth/images/ > > > FastCgiServer /opt/rt3/bin/mason_handler.fcgi -idle-timeout 120 > ScriptAlias /rt /opt/rt3/bin/mason_handler.fcgi > > Here is my site config: > # diff RT_Config.pm RT_SiteConfig.pm > 37c37 > < Set($rtname , "example.com"); > --- >> Set($rtname , "rt"); > 73c73 > < Set($Organization , "example.com"); > --- >> Set($Organization , "scmtest.tld.com"); > 91c91 > < Set($Timezone , 'US/Eastern'); > --- >> Set($Timezone , 'US/Central'); > 118,119c118,119 > < Set($DatabaseHost ? , 'localhost'); > < Set($DatabaseRTHost , 'localhost'); > --- >> Set($DatabaseHost ? , ''); >> Set($DatabaseRTHost , ''); > 144c144 > < Set($DatabasePassword , 'rt_pass'); > --- >> Set($DatabasePassword , 'password'); > 659c659 > < Set($LogToSyslog ? ?, 'info'); > --- >> Set($LogToSyslog ? ?, 'debug'); > 761c761 > < Set($WebPath, ""); > --- >> Set($WebPath, "/rt"); > 778c778 > < Set( $WebDomain, 'localhost' ); > --- >> Set( $WebDomain, 'scmtest.tld.com' ); > 850c850 > < Set($MessageBoxWrap, "HARD"); > --- >> Set($MessageBoxWrap, "SOFT"); > > Here is ~/src/rt-3.8.2/config.log > This file contains any messages produced by compilers while > running configure, to aid debugging if configure makes a mistake. > > It was created by RT configure 3.8.2, which was > generated by GNU Autoconf 2.61. ?Invocation command line was > > ?$ ./configure --with-apachectl=/usr/sbin/apachectl > --with-web-user=apache --with-web-group=apache --with-mysql > --with-web-handler=fastcgi > > ## --------- ## > ## Platform. ## > ## --------- ## > > hostname = scmtest.tld.com > uname -m = i686 > uname -r = 2.6.18-128.1.6.el5 > uname -s = Linux > uname -v = #1 SMP Wed Apr 1 09:19:18 EDT 2009 > > /usr/bin/uname -p = unknown > /bin/uname -X ? ? = unknown > > /bin/arch ? ? ? ? ? ? ?= i686 > /usr/bin/arch -k ? ? ? = unknown > /usr/convex/getsysinfo = unknown > /usr/bin/hostinfo ? ? ?= unknown > /bin/machine ? ? ? ? ? = unknown > /usr/bin/oslevel ? ? ? = unknown > /bin/universe ? ? ? ? ?= unknown > > PATH: /usr/kerberos/bin > PATH: /usr/local/bin > PATH: /bin > PATH: /usr/bin > PATH: /home/phil/bin > > > ## ----------- ## > ## Core tests. ## > ## ----------- ## > > configure:1846: checking for a BSD-compatible install > configure:1902: result: /usr/bin/install -c > configure:1917: checking for gawk > configure:1933: found /bin/gawk > configure:1944: result: gawk > configure:1958: checking for perl > configure:1976: found /usr/local/bin/perl > configure:1989: result: /usr/local/bin/perl > configure:2334: checking for chosen layout > configure:2349: result: relative > configure:2558: checking if group rt3 exists > configure:2564: result: not found > configure:2558: checking if group rt exists > configure:2561: result: found > configure:2592: checking if database name is valid > configure:2595: result: yes > configure:2690: checking for gcc > configure:2706: found /usr/bin/gcc > configure:2717: result: gcc > configure:2955: checking for C compiler version > configure:2962: gcc --version >&5 > gcc (GCC) 4.1.2 20080704 (Red Hat 4.1.2-44) > Copyright (C) 2006 Free Software Foundation, Inc. > This is free software; see the source for copying conditions. ?There is NO > warranty; not even for MERCHANTABILITY or FITNESS FOR A PARTICULAR PURPOSE. > > configure:2965: $? = 0 > configure:2972: gcc -v >&5 > Using built-in specs. > Target: i386-redhat-linux > Configured with: ../configure --prefix=/usr --mandir=/usr/share/man > --infodir=/usr/share/info --enable-shared --enable-threads=posix > --enable-checking=release --with-system-zlib --enable-__cxa_atexit > --disable-libunwind-exceptions --enable-libgcj-multifile > --enable-languages=c,c++,objc,obj-c++,java,fortran,ada > --enable-java-awt=gtk --disable-dssi --enable-plugin > --with-java-home=/usr/lib/jvm/java-1.4.2-gcj-1.4.2.0/jre > --with-cpu=generic --host=i386-redhat-linux > Thread model: posix > gcc version 4.1.2 20080704 (Red Hat 4.1.2-44) > configure:2975: $? = 0 > configure:2982: gcc -V >&5 > gcc: '-V' option must have argument > configure:2985: $? = 1 > configure:3008: checking for C compiler default output file name > configure:3035: gcc ? ?conftest.c ?>&5 > configure:3038: $? = 0 > configure:3076: result: a.out > configure:3093: checking whether the C compiler works > configure:3103: ./a.out > configure:3106: $? = 0 > configure:3123: result: yes > configure:3130: checking whether we are cross compiling > configure:3132: result: no > configure:3135: checking for suffix of executables > configure:3142: gcc -o conftest ? ?conftest.c ?>&5 > configure:3145: $? = 0 > configure:3169: result: > configure:3175: checking for suffix of object files > configure:3201: gcc -c ? conftest.c >&5 > configure:3204: $? = 0 > configure:3227: result: o > configure:3231: checking whether we are using the GNU C compiler > configure:3260: gcc -c ? conftest.c >&5 > configure:3266: $? = 0 > configure:3283: result: yes > configure:3288: checking whether gcc accepts -g > configure:3318: gcc -c -g ?conftest.c >&5 > configure:3324: $? = 0 > configure:3423: result: yes > configure:3440: checking for gcc option to accept ISO C89 > configure:3514: gcc ?-c -g -O2 ?conftest.c >&5 > configure:3520: $? = 0 > configure:3543: result: none needed > configure:3562: checking for aginitlib in -lgraph > configure:3597: gcc -o conftest -g -O2 ? conftest.c -lgraph ? >&5 > /usr/bin/ld: cannot find -lgraph > collect2: ld returned 1 exit status > configure:3603: $? = 1 > configure: failed program was: > | /* confdefs.h. ?*/ > | #define PACKAGE_NAME "RT" > | #define PACKAGE_TARNAME "rt" > | #define PACKAGE_VERSION "3.8.2" > | #define PACKAGE_STRING "RT 3.8.2" > | #define PACKAGE_BUGREPORT "rt-bugs at bestpractical.com" > | /* end confdefs.h. ?*/ > | > | /* Override any GCC internal prototype to avoid an error. > | ? ?Use char because int might match the return type of a GCC > | ? ?builtin and then its argument prototype would still apply. ?*/ > | #ifdef __cplusplus > | extern "C" > | #endif > | char aginitlib (); > | int > | main () > | { > | return aginitlib (); > | ? ; > | ? return 0; > | } > configure:3621: result: no > configure:3647: checking for gdlib-config > configure:3663: found /usr/local/bin/gdlib-config > configure:3675: result: yes > configure:3703: checking for gpg > configure:3719: found /usr/bin/gpg > configure:3731: result: yes > configure:4010: creating ./config.status > > ## ---------------------- ## > ## Running config.status. ## > ## ---------------------- ## > > This file was extended by RT config.status 3.8.2, which was > generated by GNU Autoconf 2.61. ?Invocation command line was > > ?CONFIG_FILES ? ?= > ?CONFIG_HEADERS ?= > ?CONFIG_LINKS ? ?= > ?CONFIG_COMMANDS = > ?$ ./config.status > > on scmtest.tld.com > > config.status:697: creating etc/upgrade/3.8-branded-queues-extension > config.status:697: creating etc/upgrade/3.8-ical-extension > config.status:697: creating sbin/rt-attributes-viewer > config.status:697: creating sbin/rt-dump-database > config.status:697: creating sbin/rt-setup-database > config.status:697: creating sbin/rt-test-dependencies > config.status:697: creating sbin/rt-email-digest > config.status:697: creating sbin/rt-email-dashboards > config.status:697: creating sbin/rt-clean-sessions > config.status:697: creating sbin/rt-shredder > config.status:697: creating sbin/rt-validator > config.status:697: creating sbin/rt-email-group-admin > config.status:697: creating sbin/rt-server > config.status:697: creating bin/mason_handler.fcgi > config.status:697: creating bin/mason_handler.scgi > config.status:697: creating bin/standalone_httpd > config.status:697: creating bin/rt-crontool > config.status:697: creating bin/rt-mailgate > config.status:697: creating bin/rt > config.status:697: creating Makefile > config.status:697: creating etc/RT_Config.pm > config.status:697: creating lib/RT.pm > config.status:697: creating bin/mason_handler.svc > config.status:697: creating bin/webmux.pl > > ## ---------------- ## > ## Cache variables. ## > ## ---------------- ## > > ac_cv_c_compiler_gnu=yes > ac_cv_env_CC_set= > ac_cv_env_CC_value= > ac_cv_env_CFLAGS_set= > ac_cv_env_CFLAGS_value= > ac_cv_env_CPPFLAGS_set= > ac_cv_env_CPPFLAGS_value= > ac_cv_env_LDFLAGS_set= > ac_cv_env_LDFLAGS_value= > ac_cv_env_LIBS_set= > ac_cv_env_LIBS_value= > ac_cv_env_PERL_set= > ac_cv_env_PERL_value= > ac_cv_env_build_alias_set= > ac_cv_env_build_alias_value= > ac_cv_env_host_alias_set= > ac_cv_env_host_alias_value= > ac_cv_env_target_alias_set= > ac_cv_env_target_alias_value= > ac_cv_lib_graph_aginitlib=no > ac_cv_objext=o > ac_cv_path_PERL=/usr/local/bin/perl > ac_cv_path_install='/usr/bin/install -c' > ac_cv_prog_AWK=gawk > ac_cv_prog_RT_GD=yes > ac_cv_prog_RT_GPG=yes > ac_cv_prog_ac_ct_CC=gcc > ac_cv_prog_cc_c89= > ac_cv_prog_cc_g=yes > > ## ----------------- ## > ## Output variables. ## > ## ----------------- ## > > APACHECTL='/usr/sbin/apachectl' > AWK='gawk' > BIN_OWNER='root' > CC='gcc' > CFLAGS='-g -O2' > COMMENT_INPLACE_LAYOUT='' > CONFIG_FILE_PATH='etc' > CONFIG_FILE_PATH_R='/opt/rt3/etc' > CPPFLAGS='' > DATABASE_ENV_PREF='' > DB_DATABASE='rt3' > DB_DBA='root' > DB_HOST='localhost' > DB_PORT='' > DB_RT_HOST='localhost' > DB_RT_PASS='rt_pass' > DB_RT_USER='rt_user' > DB_TYPE='mysql' > DEFS='-DPACKAGE_NAME=\"RT\" -DPACKAGE_TARNAME=\"rt\" > -DPACKAGE_VERSION=\"3.8.2\" -DPACKAGE_STRING=\"RT\ 3.8.2\" > -DPACKAGE_BUGREPORT=\"rt-bugs at bestpractical.com\"' > ECHO_C='' > ECHO_N='-n' > ECHO_T='' > EXEEXT='' > INSTALL_DATA='${INSTALL} -m 644' > INSTALL_PROGRAM='${INSTALL}' > INSTALL_SCRIPT='${INSTALL}' > LDFLAGS='' > LIBOBJS='' > LIBS='' > LIBS_GROUP='bin' > LIBS_OWNER='root' > LOCAL_ETC_PATH='local/etc' > LOCAL_ETC_PATH_R='/opt/rt3/local/etc' > LOCAL_LEXICON_PATH='local/po' > LOCAL_LEXICON_PATH_R='/opt/rt3/local/po' > LOCAL_LIB_PATH='local/lib' > LOCAL_LIB_PATH_R='/opt/rt3/local/lib' > LTLIBOBJS='' > MASON_DATA_PATH='var/mason_data' > MASON_DATA_PATH_R='/opt/rt3/var/mason_data' > MASON_HTML_PATH='share/html' > MASON_HTML_PATH_R='/opt/rt3/share/html' > MASON_LOCAL_HTML_PATH='local/html' > MASON_LOCAL_HTML_PATH_R='/opt/rt3/local/html' > MASON_SESSION_PATH='var/session_data' > MASON_SESSION_PATH_R='/opt/rt3/var/session_data' > OBJEXT='o' > PACKAGE_BUGREPORT='rt-bugs at bestpractical.com' > PACKAGE_NAME='RT' > PACKAGE_STRING='RT 3.8.2' > PACKAGE_TARNAME='rt' > PACKAGE_VERSION='3.8.2' > PATH_SEPARATOR=':' > PERL='/usr/local/bin/perl' > RTGROUP='rt' > RT_BIN_PATH='bin' > RT_BIN_PATH_R='/opt/rt3/bin' > RT_DEVEL_MODE='0' > RT_DOC_PATH='share/doc' > RT_DOC_PATH_R='/opt/rt3/share/doc' > RT_ETC_PATH='etc' > RT_ETC_PATH_R='/opt/rt3/etc' > RT_GD='1' > RT_GPG='1' > RT_GRAPHVIZ='0' > RT_LIB_PATH='lib' > RT_LIB_PATH_R='/opt/rt3/lib' > RT_LOCAL_PATH='local' > RT_LOCAL_PATH_R='/opt/rt3/local' > RT_LOG_PATH='var/log' > RT_LOG_PATH_R='/opt/rt3/var/log' > RT_MAN_PATH='man' > RT_MAN_PATH_R='/opt/rt3/man' > RT_PATH='/opt/rt3' > RT_PATH_R='/opt/rt3' > RT_SBIN_PATH='sbin' > RT_SBIN_PATH_R='/opt/rt3/sbin' > RT_VAR_PATH='var' > RT_VAR_PATH_R='/opt/rt3/var' > RT_VERSION_MAJOR='3' > RT_VERSION_MINOR='8' > RT_VERSION_PATCH='2' > SHELL='/bin/sh' > SPEEDY_BIN='/usr/local/bin/speedy' > WEB_GROUP='apache' > WEB_HANDLER='fastcgi' > WEB_USER='apache' > ac_ct_CC='gcc' > bindir='bin' > build_alias='' > customdir='local' > custometcdir='local/etc' > customhtmldir='local/html' > customlexdir='local/po' > customlibdir='local/lib' > datadir='share' > datarootdir='${prefix}/share' > docdir='${datarootdir}/doc/${PACKAGE_TARNAME}' > dvidir='${docdir}' > exec_prefix='/opt/rt3' > exp_bindir='bin' > exp_customdir='local' > exp_custometcdir='local/etc' > exp_customhtmldir='local/html' > exp_customlexdir='local/po' > exp_customlibdir='local/lib' > exp_datadir='share' > exp_exec_prefix='/opt/rt3' > exp_htmldir='share/html' > exp_libdir='lib' > exp_localstatedir='var' > exp_logfiledir='var/log' > exp_mandir='man' > exp_manualdir='share/doc' > exp_masonstatedir='var/mason_data' > exp_prefix='/opt/rt3' > exp_sbindir='sbin' > exp_sessionstatedir='var/session_data' > exp_sysconfdir='etc' > host_alias='' > htmldir='share/html' > includedir='${prefix}/include' > infodir='${datarootdir}/info' > libdir='lib' > libexecdir='${exec_prefix}/libexec' > localedir='${datarootdir}/locale' > localstatedir='var' > logfiledir='var/log' > mandir='man' > manualdir='share/doc' > masonstatedir='var/mason_data' > oldincludedir='/usr/include' > pdfdir='${docdir}' > prefix='/opt/rt3' > program_transform_name='s,x,x,' > psdir='${docdir}' > rt_layout_name='relative' > rt_version_major='3' > rt_version_minor='8' > rt_version_patch='2' > sbindir='sbin' > sessionstatedir='var/session_data' > sharedstatedir='${prefix}/com' > sysconfdir='etc' > target_alias='' > > ## ----------- ## > ## confdefs.h. ## > ## ----------- ## > > #define PACKAGE_NAME "RT" > #define PACKAGE_TARNAME "rt" > #define PACKAGE_VERSION "3.8.2" > #define PACKAGE_STRING "RT 3.8.2" > #define PACKAGE_BUGREPORT "rt-bugs at bestpractical.com" > > configure: exit 0 > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Best regards, Ruslan. From atsaloli.tech at gmail.com Fri May 8 19:54:45 2009 From: atsaloli.tech at gmail.com (Aleksey Tsalolikhin) Date: Fri, 8 May 2009 16:54:45 -0700 Subject: [rt-users] rt-mailgate: how to give the Everyone pseudogroup the privelege "CreateTicket" ? Message-ID: Hi. I am configuring an email gateway for RT 3.8.2. rt-mailgate fails with: /opt/rt3/bin/rt-mailgate: connecting to https://rt.example.com/rt//REST/1.0/NoAuth/mail-gateway not ok - Could not load a valid user The fine manual states, You also need to give the Everyone pseudogroup the privilege "CreateTicket" on all queues that rt-mailgate will be using, because mail requests are by default unauthenticated. How do I give Everyone this privilege, please? I don't see Everyone in my RT Web interface when logged in as root, nor do I see any mention of Everyone in $RT_HOME/etc/ ? Best, Aleksey From atsaloli.tech at gmail.com Fri May 8 20:09:45 2009 From: atsaloli.tech at gmail.com (Aleksey Tsalolikhin) Date: Fri, 8 May 2009 17:09:45 -0700 Subject: [rt-users] rt-mailgate: how to give the Everyone pseudogroup the privelege "CreateTicket" ? In-Reply-To: References: Message-ID: On Fri, May 8, 2009 at 4:54 PM, Aleksey Tsalolikhin wrote: > > The fine manual states, > > ? ? You also need to give the Everyone pseudogroup the privilege > ? ? "CreateTicket" on all queues that rt-mailgate will be using, > ? ? because mail requests are by default unauthenticated. > > How do I give Everyone this privilege, please? In RT Web interface, Configuration -> Global -> Group rights -> Everybody Thanks Trengo on the IRC channel! I'd like to add this to the manual... or have it added... which would be appropriate and what would be the next step, please? Best, -at From ruslan.zakirov at gmail.com Fri May 8 20:10:31 2009 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Sat, 9 May 2009 04:10:31 +0400 Subject: [rt-users] rt-mailgate: how to give the Everyone pseudogroup the privelege "CreateTicket" ? In-Reply-To: References: Message-ID: <589c94400905081710r55d8c215xb4d12626f844ddeb@mail.gmail.com> UI -> Configuration -> Global -> Group Rights On Sat, May 9, 2009 at 3:54 AM, Aleksey Tsalolikhin wrote: > Hi. ?I am configuring an email gateway for RT 3.8.2. > > rt-mailgate fails with: > > /opt/rt3/bin/rt-mailgate: connecting to > https://rt.example.com/rt//REST/1.0/NoAuth/mail-gateway > not ok - Could not load a valid user > > > The fine manual states, > > ? ? You also need to give the Everyone pseudogroup the privilege > ? ? "CreateTicket" on all queues that rt-mailgate will be using, > ? ? because mail requests are by default unauthenticated. > > How do I give Everyone this privilege, please? ?I don't see Everyone in my > RT Web interface when logged in as root, nor do I see any mention of > Everyone in $RT_HOME/etc/ ? ? > > Best, > Aleksey > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Best regards, Ruslan. From ruslan.zakirov at gmail.com Fri May 8 20:15:54 2009 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Sat, 9 May 2009 04:15:54 +0400 Subject: [rt-users] rt-mailgate: how to give the Everyone pseudogroup the privelege "CreateTicket" ? In-Reply-To: References: Message-ID: <589c94400905081715k4434cc56k3a67701a5809b337@mail.gmail.com> http://wiki.bestpractical.com/view/Rights most probably On Sat, May 9, 2009 at 4:09 AM, Aleksey Tsalolikhin wrote: > On Fri, May 8, 2009 at 4:54 PM, Aleksey Tsalolikhin > wrote: >> >> The fine manual states, >> >> ? ? You also need to give the Everyone pseudogroup the privilege >> ? ? "CreateTicket" on all queues that rt-mailgate will be using, >> ? ? because mail requests are by default unauthenticated. >> >> How do I give Everyone this privilege, please? > > > In RT Web interface, > > Configuration -> Global -> Group rights -> Everybody > > Thanks Trengo on the IRC channel! > > I'd like to add this to the manual... ?or have it added... ? which > would be appropriate and what would be the next step, please? > > Best, > -at > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Best regards, Ruslan. From bertignac at gmail.com Sun May 10 12:54:08 2009 From: bertignac at gmail.com (L B) Date: Sun, 10 May 2009 18:54:08 +0200 Subject: [rt-users] HTML templates for RT ? Message-ID: Hello, I found something here : http://wiki.bestpractical.com/view/SendHTMLEmail But I have a couple of questions : - why isn't it possible by default to send HTML emails ? Text emails in Outlook are not very sexy. - anyone has templates already done ? I can start making new ones and share them, but I'm pretty sure the work has been already started. Thanks ! -- L.B. From odhiambo at gmail.com Sun May 10 13:37:44 2009 From: odhiambo at gmail.com (=?UTF-8?B?T2RoaWFtYm8gIOODr+OCt+ODs+ODiOODsw==?=) Date: Sun, 10 May 2009 20:37:44 +0300 Subject: [rt-users] HTML templates for RT ? In-Reply-To: References: Message-ID: <991123400905101037y3974142at2dd94eb5f19399db@mail.gmail.com> On Sun, May 10, 2009 at 7:54 PM, L B wrote: > Hello, > > I found something here : > http://wiki.bestpractical.com/view/SendHTMLEmail > > But I have a couple of questions : > > - why isn't it possible by default to send HTML emails ? Text emails > in Outlook are not very sexy. > - anyone has templates already done ? I can start making new ones and > share them, but I'm pretty sure the work has been already started. You really support Outlook that much? :-) HTML mail is evil. -- Best regards, Odhiambo WASHINGTON, Nairobi,KE +254733744121/+254722743223 _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ "Clothes make the man. Naked people have little or no influence on society." -- Mark Twain -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Sun May 10 21:16:55 2009 From: falcone at bestpractical.com (Kevin Falcone) Date: Sun, 10 May 2009 21:16:55 -0400 Subject: [rt-users] HTML templates for RT ? In-Reply-To: References: Message-ID: On May 10, 2009, at 12:54 PM, L B wrote: > I found something here : http://wiki.bestpractical.com/view/SendHTMLEmail > But I have a couple of questions : I've updated this page. > - why isn't it possible by default to send HTML emails ? Text emails > in Outlook are not very sexy. > - anyone has templates already done ? I can start making new ones and > share them, but I'm pretty sure the work has been already started. You should read docs/templates.pod in your distribution for how to make RT send html email. We have not htmlified the default templates, but we'd welcome contributions. -kevin From Justin.Hayes at OrbisUK.com Mon May 11 02:36:12 2009 From: Justin.Hayes at OrbisUK.com (Justin Hayes) Date: Mon, 11 May 2009 07:36:12 +0100 Subject: [rt-users] Bug in 3.6.3 At A Glance saved search display Message-ID: <7C22B026-48EB-4C0F-BE65-157692B53874@OrbisUK.com> Hi, Here's an example: I create a saved search which will display tickets created in the last week. For me (who can see all queues) I see 10 results (the last 10 tickets created). However another user might only have permission to see 1 queue. Instead of seeing the last 10 tickets created in their queue they only seem to see whichever of the last 10 are in their queue, so they might only see 1 or 2 tickets, which is fairly misleading. I guess it's picking the last 10 from the resultset and THEN applying what you can view, which to me seems wrong. It should work out what the user can see, then show the last 10. Does anyone know if this can be fixed, or if it is fixed in 3.8? Thanks, Justin ------------------------------------------------- Justin Hayes Orbis Support Manager justin.hayes at orbisuk.com From aperotti at cutaway.it Mon May 11 04:12:46 2009 From: aperotti at cutaway.it (Andrea Perotti) Date: Mon, 11 May 2009 10:12:46 +0200 Subject: [rt-users] Autogenerating a password for requestors In-Reply-To: <4A033DEE.7030600@bitstatement.net> References: <885d981e0905071044m31f1df84v6b6911ee12a3789e@mail.gmail.com> <20090507192150.GA29775@xps1330.o.factline.com> <4A033DEE.7030600@bitstatement.net> Message-ID: <4A07DDFE.8000604@cutaway.it> Tom Lahti ha scritto: > the password was just emailed across the net in clear text. Oi vay. > > On the other hand, if I made the request via email, I might totally expect > to get a autoreply via email, but I'd still want my new password encrypted. Or, it could be nice to be able to set a status in RT where an user has just a one time password, after the first login he have to change it as first and only things to do. But I guess could be worth opening a new 3d for this topic... cheers -- Andrea Perotti Cutaway S.r.l. www.cutaway.it c/o Seat PagineGialle -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/x-pkcs7-signature Size: 3480 bytes Desc: S/MIME Cryptographic Signature URL: From torsten.brumm at Kuehne-Nagel.com Mon May 11 06:26:15 2009 From: torsten.brumm at Kuehne-Nagel.com (Brumm, Torsten / Kuehne + Nagel / Ham MI-ID) Date: Mon, 11 May 2009 12:26:15 +0200 Subject: [rt-users] rt shredder slow In-Reply-To: References: Message-ID: <16426EA38D57E74CB1DE5A6AE1DB039401FE9114@w3hamboex11.ger.win.int.kn> >From RFC 2616: http://www.w3.org/Protocols/rfc2616/rfc2616-sec3.html#sec3.2 The HTTP protocol does not place any a priori limit on the length of a URI. Servers MUST be able to handle the URI of any resource they serve, and SHOULD be able to handle URIs of unbounded length if they provide GET-based forms that could generate such URIs. A server SHOULD return 414 (Request-URI Too Long) status if a URI is longer than the server can handle (see section 10.4.15). Note: Servers ought to be cautious about depending on URI lengths above 255 bytes, because some older client or proxy implementations might not properly support these lengths. Try the cli based shredder, its much faster! Kuehne + Nagel (AG & Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann (Vors.), Uwe Bielang (Stellv.), Bruno Mang, Dirk Blesius (Stellv.), Alfred Manke, Christian Marnett? (Stellv.), Mark Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persoenlich haftende Gesellschaft: Kuehne & Nagel A.G., Sitz: Contern/Luxemburg Geschaeftsfuehrender Verwaltungsrat: Klaus-Michael Kuehne ________________________________ Von: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] Im Auftrag von Asif Iqbal Gesendet: Sonntag, 3. Mai 2009 16:13 An: rt-users Users Betreff: Re: [rt-users] rt shredder slow On Sun, May 3, 2009 at 9:29 AM, Asif Iqbal wrote: rt shredder part of rt 3.8.2 seems extremely slow in wiping out tickets. I have over thousand tickets that needs to be wiped out. can I any way speed up rt shredder? also how can I run it through cron? When I pick 1000 as the limit for shredder I get this message Request-URI Too Large The requested URL's length exceeds the capacity limit for this server. Hmm.. should I not able to shred 1000 ticket at once? -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu A: Because it messes up the order in which people normally read text. Q: Why is top-posting such a bad thing? -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu A: Because it messes up the order in which people normally read text. Q: Why is top-posting such a bad thing? From torsten.brumm at Kuehne-Nagel.com Mon May 11 06:27:17 2009 From: torsten.brumm at Kuehne-Nagel.com (Brumm, Torsten / Kuehne + Nagel / Ham MI-ID) Date: Mon, 11 May 2009 12:27:17 +0200 Subject: [rt-users] rt shredder slow In-Reply-To: References: Message-ID: <16426EA38D57E74CB1DE5A6AE1DB039401FE911A@w3hamboex11.ger.win.int.kn> I'm not sure for 3.8.2 but for older RT versions with shredder installed from cpan, there were some hints at the perldoc of shredder for adding some indexes. Torsten Kuehne + Nagel (AG & Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann (Vors.), Uwe Bielang (Stellv.), Bruno Mang, Dirk Blesius (Stellv.), Alfred Manke, Christian Marnett? (Stellv.), Mark Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persoenlich haftende Gesellschaft: Kuehne & Nagel A.G., Sitz: Contern/Luxemburg Geschaeftsfuehrender Verwaltungsrat: Klaus-Michael Kuehne ________________________________ Von: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] Im Auftrag von Asif Iqbal Gesendet: Sonntag, 3. Mai 2009 15:30 An: rt-users Users Betreff: [rt-users] rt shredder slow rt shredder part of rt 3.8.2 seems extremely slow in wiping out tickets. I have over thousand tickets that needs to be wiped out. can I any way speed up rt shredder? also how can I run it through cron? -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu A: Because it messes up the order in which people normally read text. Q: Why is top-posting such a bad thing? -------------- next part -------------- An HTML attachment was scrubbed... URL: From torsten.brumm at Kuehne-Nagel.com Mon May 11 06:31:48 2009 From: torsten.brumm at Kuehne-Nagel.com (Brumm, Torsten / Kuehne + Nagel / Ham MI-ID) Date: Mon, 11 May 2009 12:31:48 +0200 Subject: [rt-users] rt shredder slow In-Reply-To: <16426EA38D57E74CB1DE5A6AE1DB039401FE9114@w3hamboex11.ger.win.int.kn> References: <16426EA38D57E74CB1DE5A6AE1DB039401FE9114@w3hamboex11.ger.win.int.kn> Message-ID: <16426EA38D57E74CB1DE5A6AE1DB039401FE9125@w3hamboex11.ger.win.int.kn> Good article: http://www.boutell.com/newfaq/misc/urllength.html Kuehne + Nagel (AG & Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann (Vors.), Uwe Bielang (Stellv.), Bruno Mang, Dirk Blesius (Stellv.), Alfred Manke, Christian Marnett? (Stellv.), Mark Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persoenlich haftende Gesellschaft: Kuehne & Nagel A.G., Sitz: Contern/Luxemburg Geschaeftsfuehrender Verwaltungsrat: Klaus-Michael Kuehne -----Urspruengliche Nachricht----- Von: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] Im Auftrag von Brumm,Torsten / Kuehne + Nagel / Ham MI-ID Gesendet: Montag, 11. Mai 2009 12:26 An: Asif Iqbal; rt-users Users Betreff: Re: [rt-users] rt shredder slow >From RFC 2616: http://www.w3.org/Protocols/rfc2616/rfc2616-sec3.html#sec3.2 The HTTP protocol does not place any a priori limit on the length of a URI. Servers MUST be able to handle the URI of any resource they serve, and SHOULD be able to handle URIs of unbounded length if they provide GET-based forms that could generate such URIs. A server SHOULD return 414 (Request-URI Too Long) status if a URI is longer than the server can handle (see section 10.4.15). Note: Servers ought to be cautious about depending on URI lengths above 255 bytes, because some older client or proxy implementations might not properly support these lengths. Try the cli based shredder, its much faster! Kuehne + Nagel (AG & Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann (Vors.), Uwe Bielang (Stellv.), Bruno Mang, Dirk Blesius (Stellv.), Alfred Manke, Christian Marnett? (Stellv.), Mark Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persoenlich haftende Gesellschaft: Kuehne & Nagel A.G., Sitz: Contern/Luxemburg Geschaeftsfuehrender Verwaltungsrat: Klaus-Michael Kuehne ________________________________ Von: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] Im Auftrag von Asif Iqbal Gesendet: Sonntag, 3. Mai 2009 16:13 An: rt-users Users Betreff: Re: [rt-users] rt shredder slow On Sun, May 3, 2009 at 9:29 AM, Asif Iqbal wrote: rt shredder part of rt 3.8.2 seems extremely slow in wiping out tickets. I have over thousand tickets that needs to be wiped out. can I any way speed up rt shredder? also how can I run it through cron? When I pick 1000 as the limit for shredder I get this message Request-URI Too Large The requested URL's length exceeds the capacity limit for this server. Hmm.. should I not able to shred 1000 ticket at once? -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu A: Because it messes up the order in which people normally read text. Q: Why is top-posting such a bad thing? -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu A: Because it messes up the order in which people normally read text. Q: Why is top-posting such a bad thing? _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com From falcone at bestpractical.com Mon May 11 10:20:13 2009 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 11 May 2009 10:20:13 -0400 Subject: [rt-users] Bug in 3.6.3 At A Glance saved search display In-Reply-To: <7C22B026-48EB-4C0F-BE65-157692B53874@OrbisUK.com> References: <7C22B026-48EB-4C0F-BE65-157692B53874@OrbisUK.com> Message-ID: <02895A53-73E1-4A1B-8374-5ECDDA6E19C0@bestpractical.com> On May 11, 2009, at 2:36 AM, Justin Hayes wrote: > I create a saved search which will display tickets created in the last > week. For me (who can see all queues) I see 10 results (the last 10 > tickets created). > > However another user might only have permission to see 1 queue. > Instead of seeing the last 10 tickets created in their queue they only > seem to see whichever of the last 10 are in their queue, so they might > only see 1 or 2 tickets, which is fairly misleading. > > I guess it's picking the last 10 from the resultset and THEN applying > what you can view, which to me seems wrong. It should work out what > the user can see, then show the last 10. > > Does anyone know if this can be fixed, or if it is fixed in 3.8? There is an option for this in 3.8 that isn't enabled by default. You want the config option UseSQLForACLChecks -kevin From justin.hayes at orbisuk.com Mon May 11 12:50:18 2009 From: justin.hayes at orbisuk.com (Justin Hayes) Date: Mon, 11 May 2009 17:50:18 +0100 Subject: [rt-users] Bug in 3.6.3 At A Glance saved search display In-Reply-To: <02895A53-73E1-4A1B-8374-5ECDDA6E19C0@bestpractical.com> References: <7C22B026-48EB-4C0F-BE65-157692B53874@OrbisUK.com> <02895A53-73E1-4A1B-8374-5ECDDA6E19C0@bestpractical.com> Message-ID: <9EE55419-B612-490D-814D-0DCB4B04D662@orbisuk.com> Many thanks Kevin. Does it have any other effects? Just trying to understand why it's off by default. Looks like another reason to work on the upgrade. Cheers, Justin On 11 May 2009, at 15:20, Kevin Falcone wrote: > > On May 11, 2009, at 2:36 AM, Justin Hayes wrote: > >> I create a saved search which will display tickets created in the >> last >> week. For me (who can see all queues) I see 10 results (the last 10 >> tickets created). >> >> However another user might only have permission to see 1 queue. >> Instead of seeing the last 10 tickets created in their queue they >> only >> seem to see whichever of the last 10 are in their queue, so they >> might >> only see 1 or 2 tickets, which is fairly misleading. >> >> I guess it's picking the last 10 from the resultset and THEN applying >> what you can view, which to me seems wrong. It should work out what >> the user can see, then show the last 10. >> >> Does anyone know if this can be fixed, or if it is fixed in 3.8? > > There is an option for this in 3.8 that isn't enabled by default. > You want the config option UseSQLForACLChecks > > -kevin > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com ------------------------------------------------- Justin Hayes Orbis Support Manager justin.hayes at orbisuk.com From falcone at bestpractical.com Mon May 11 13:02:36 2009 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 11 May 2009 13:02:36 -0400 Subject: [rt-users] Bug in 3.6.3 At A Glance saved search display In-Reply-To: <9EE55419-B612-490D-814D-0DCB4B04D662@orbisuk.com> References: <7C22B026-48EB-4C0F-BE65-157692B53874@OrbisUK.com> <02895A53-73E1-4A1B-8374-5ECDDA6E19C0@bestpractical.com> <9EE55419-B612-490D-814D-0DCB4B04D662@orbisuk.com> Message-ID: <77AFF483-8E8A-451E-BE67-B2C5FF2747D3@bestpractical.com> On May 11, 2009, at 12:50 PM, Justin Hayes wrote: > Many thanks Kevin. Does it have any other effects? Just trying to > understand why it's off by default. > Looks like another reason to work on the upgrade. It is documented in the config file, but the summary is that we're not convinced it works in every case (this is a really complex query). -kevin > On 11 May 2009, at 15:20, Kevin Falcone wrote: > >> >> On May 11, 2009, at 2:36 AM, Justin Hayes wrote: >> >>> I create a saved search which will display tickets created in the >>> last >>> week. For me (who can see all queues) I see 10 results (the last 10 >>> tickets created). >>> >>> However another user might only have permission to see 1 queue. >>> Instead of seeing the last 10 tickets created in their queue they >>> only >>> seem to see whichever of the last 10 are in their queue, so they >>> might >>> only see 1 or 2 tickets, which is fairly misleading. >>> >>> I guess it's picking the last 10 from the resultset and THEN >>> applying >>> what you can view, which to me seems wrong. It should work out what >>> the user can see, then show the last 10. >>> >>> Does anyone know if this can be fixed, or if it is fixed in 3.8? >> >> There is an option for this in 3.8 that isn't enabled by default. >> You want the config option UseSQLForACLChecks >> >> -kevin >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com > > > ------------------------------------------------- > Justin Hayes > Orbis Support Manager > justin.hayes at orbisuk.com > > > > From toml at bitstatement.net Mon May 11 13:25:24 2009 From: toml at bitstatement.net (Tom Lahti) Date: Mon, 11 May 2009 10:25:24 -0700 Subject: [rt-users] HTML templates for RT ? In-Reply-To: References: Message-ID: <4A085F84.7040208@bitstatement.net> > - why isn't it possible by default to send HTML emails ? Text emails > in Outlook are not very sexy. Tech types, which would be a large percentage of RT users, abhor HTML email. I do. I don't care about sexy, I care about information, and HTML-izing something usually doesn't mean adding useful visual information, it usually means clutter. -- -- ============================ Tom Lahti BIT Statement LLC (425)251-0833 x 117 http://www.bitstatement.net/ -- ============================ From tpearson at ois.pittstate.edu Mon May 11 13:25:15 2009 From: tpearson at ois.pittstate.edu (Timothy M. Pearson) Date: Mon, 11 May 2009 12:25:15 -0500 (CDT) Subject: [rt-users] RTIR - Installation Issue - YAML.pm path missing in @INC at Apache Startup In-Reply-To: <27643896.291242062159906.JavaMail.TPEARSON-PC$@TPEARSON-PC> Message-ID: <32573783.311242062714295.JavaMail.TPEARSON-PC$@TPEARSON-PC> Hi all, Briefly - This post asks for help with an installation issue with RTIR 2.4.1. I have a: CentOS 5.3 server with... RT v 3.8.2 installed, configured and working RTFM v 2.4.1 installed, configured and working RTIR v 2.4.1 ("perl Makefile.PL" reports all ok - "make install" succeeds) When I enable the RT:IR plugin in RT_SiteConfig.pm - apache fails to start with the following error: [Mon May 11 11:15:27 2009] [error] Can't locate YAML.pm in @INC (@INC contains: /opt/rt3/bin/../local/lib /opt/rt3/local/plugins/RT-FM/lib /opt/rt3/local/plugins/RT-IR/lib /opt/rt3/bin/../lib /usr/lib/perl5/site_perl/5.8.8/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.7/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.6/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.5/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.8 /usr/lib/perl5/site_perl/5.8.7 /usr/lib/perl5/site_perl/5.8.6 /usr/lib/perl5/site_perl/5.8.5 /usr/lib/perl5/site_perl /usr/lib/perl5/vendor_perl/5.8.8/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.7/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.6/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.5/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.8 /usr/lib/perl5/vendor_perl/5.8.7 /usr/lib/perl5/vendor_perl/5.8.6 /usr/lib/perl5/vendor_perl/5.8.5 /usr/lib/perl5/vendor_perl /usr/lib/perl5/5.8.8/i386-linux-thread-multi /usr/lib/perl5/5.8.8 . /etc/httpd) at /opt/rt3/local/plugins/RT-IR/lib/RT/IR.pm line 437.\nBEGIN failed--compilation aborted at /opt/rt3/local/plugins/RT-IR/lib/RT/IR.pm line 437.\nCompilation failed in require at /opt/rt3/bin/../lib/RT.pm line 625.\nCompilation failed in require at (eval 2) line 1.\n [Mon May 11 11:15:27 2009] [error] Can't load Perl file: /opt/rt3/bin/webmux.pl for server itsec.pittstate.edu:0, exiting... I've found nothing similar in searching the list archives, the wiki, or even Google. YAML.pm is present on my system at the following locations: [root at itsec usr]# cd /usr/lib/perl5 [root at itsec perl5]# find . -name YAML.pm ./site_perl/5.8.8/Module/Build/YAML.pm ./site_perl/5.8.8/Test/YAML.pm ./vendor_perl/5.8.8/Locale/Maketext/Extract/Plugin/YAML.pm ./vendor_perl/5.8.8/Module/Build/YAML.pm As apache reports, none of those paths appear in @INC at apache startup time. ***** Looking at the code: ***** Line 625 of RT.pm is in subroutine InitPlugins. However, if we back up a step and look at line 437 of RT.pm, we see that it's doing a "use:YAML;" right before making an attempt to log a critical error message that says "$self is not a ticket object like I expected"... it seems that had things been proceeding normally, $self WOULD have been a ticket object and we wouldn't have taken the "else" branch in this code. I'm not a perl guy, I'm a poor SysAdmin with a little programming experience. I'm hoping someone will take pity on me and offer some advice as to what the next step might be to try to resolve this problem. :) Thanks in advance! Tim Pearson Systems Administrator Pittsburg State University From ruslan.zakirov at gmail.com Mon May 11 14:01:54 2009 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Mon, 11 May 2009 22:01:54 +0400 Subject: [rt-users] RTIR - Installation Issue - YAML.pm path missing in @INC at Apache Startup In-Reply-To: <32573783.311242062714295.JavaMail.TPEARSON-PC$@TPEARSON-PC> References: <27643896.291242062159906.JavaMail.TPEARSON-PC$@TPEARSON-PC> <32573783.311242062714295.JavaMail.TPEARSON-PC$@TPEARSON-PC> Message-ID: <589c94400905111101n3c1811a2lcfa2f92ae5108842@mail.gmail.com> Either install YAML perl module using the cpan shell or in lib/RT/IR.pm replace the following two lines use YAML; $RT::Logger->crit( "$self is not a ticket object like I expected" . YAML::Dump($self) ); with $RT::Logger->crit( "$self is not a ticket object like I expected"); Will be fixed in RTIR 2.4.2 On Mon, May 11, 2009 at 9:25 PM, Timothy M. Pearson wrote: > Hi all, > > Briefly - This post asks for help with an installation issue with RTIR 2.4.1. > > I have a: > CentOS 5.3 server with... > > RT v 3.8.2 installed, configured and working > RTFM v 2.4.1 installed, configured and working > RTIR v 2.4.1 ("perl Makefile.PL" reports all ok - "make install" succeeds) > > When I enable the RT:IR plugin in RT_SiteConfig.pm - apache fails to start with the following error: > > [Mon May 11 11:15:27 2009] [error] Can't locate YAML.pm in @INC (@INC contains: /opt/rt3/bin/../local/lib /opt/rt3/local/plugins/RT-FM/lib /opt/rt3/local/plugins/RT-IR/lib /opt/rt3/bin/../lib /usr/lib/perl5/site_perl/5.8.8/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.7/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.6/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.5/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.8 /usr/lib/perl5/site_perl/5.8.7 /usr/lib/perl5/site_perl/5.8.6 /usr/lib/perl5/site_perl/5.8.5 /usr/lib/perl5/site_perl /usr/lib/perl5/vendor_perl/5.8.8/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.7/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.6/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.5/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.8 /usr/lib/perl5/vendor_perl/5.8.7 /usr/lib/perl5/vendor_perl/5.8.6 /usr/lib/perl5/vendor_perl/5.8.5 /usr/lib/perl5/vendor_perl /usr/lib/perl5/5.8.8/i386-linux-thread-multi /usr/lib/perl5/5.8.8 . /etc/httpd) at /opt/rt3/local/plugins/RT-IR/lib/RT/IR.pm line 437.\nBEGIN failed--compilation aborted at /opt/rt3/local/plugins/RT-IR/lib/RT/IR.pm line 437.\nCompilation failed in require at /opt/rt3/bin/../lib/RT.pm line 625.\nCompilation failed in require at (eval 2) line 1.\n > > [Mon May 11 11:15:27 2009] [error] Can't load Perl file: /opt/rt3/bin/webmux.pl for server itsec.pittstate.edu:0, exiting... > > I've found nothing similar in searching the list archives, the wiki, or even Google. > > YAML.pm is present on my system at the following locations: > > [root at itsec usr]# cd /usr/lib/perl5 > [root at itsec perl5]# find . -name YAML.pm > ./site_perl/5.8.8/Module/Build/YAML.pm > ./site_perl/5.8.8/Test/YAML.pm > ./vendor_perl/5.8.8/Locale/Maketext/Extract/Plugin/YAML.pm > ./vendor_perl/5.8.8/Module/Build/YAML.pm > > As apache reports, none of those paths appear in @INC at apache startup time. > > ***** Looking at the code: ***** > > Line 625 of RT.pm is in subroutine InitPlugins. > > However, if we back up a step and look at line 437 of RT.pm, we see that it's doing a "use:YAML;" right before making an attempt to log a critical error message that says "$self is not a ticket object like I expected"... it seems that had things been proceeding normally, $self WOULD have been a ticket object and we wouldn't have taken the "else" branch in this code. > > I'm not a perl guy, I'm a poor SysAdmin with a little programming experience. ?I'm hoping someone will take pity on me and offer some advice as to what the next step might be to try to resolve this problem. :) > > Thanks in advance! > > > Tim Pearson > Systems Administrator > Pittsburg State University > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Best regards, Ruslan. From Eric_Malenfant at Mitel.com Mon May 11 14:58:27 2009 From: Eric_Malenfant at Mitel.com (Eric_Malenfant at Mitel.com) Date: Mon, 11 May 2009 14:58:27 -0400 Subject: [rt-users] How to modify the ticket # format? Message-ID: Hello all, New to the list, still newish to RT. I've been using an old 'hacked' up version of RT 2.0.x for some time now, and was recently asked if we could just "cut and move forward" - so instead of trying to migrate the DB and such, I've installed and deployed a new 3.8.2 deployment - and wow - nice changes since 2.0.x :) Anyways, one of the requirements I need to implement, is the ticket # needs to be in the format of YEARMONTHDAYxxxx Example: #200905110001 would be the 1st ticket for today. I can't seem to find out where I can do this, as I would also need this to automatically roll-over @ Midnight, GMT time (RT_Siteconfig.pm already has my timezone set to GMT) Any pointers? Eric Malenfant Mitel Networks IT Systems Specialist AD / UNIX Systems / Network Applications Toll Free: 800.267.6244 ext 2864 Eric_Malenfant at mitel.com Unix is user friendly, it's just picky who it's friends are! -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruslan.zakirov at gmail.com Mon May 11 15:48:42 2009 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Mon, 11 May 2009 23:48:42 +0400 Subject: [rt-users] How to modify the ticket # format? In-Reply-To: References: Message-ID: <589c94400905111248t204d58cfn247fa0bed34dabb3@mail.gmail.com> http://wiki.bestpractical.com/view/SetStartingId + cronjob to set it everyday, however you must understand limits on integers in your DB. On Mon, May 11, 2009 at 10:58 PM, wrote: > Hello all, New to the list, still newish to RT. > > I've been using an old 'hacked' up version of RT 2.0.x for some time now, > and was recently asked if we could just "cut and move forward" - so instead > of > trying to migrate the DB and such, I've installed and deployed a new 3.8.2 > deployment - and wow - nice changes since 2.0.x :) > > Anyways, one of the requirements I need to implement, is the ticket # needs > to be in the format of YEARMONTHDAYxxxx > > Example: #200905110001 ?would be the 1st ticket for today. > > I can't seem to find out where I can do this, as I would also need this to > automatically roll-over @ Midnight, GMT time (RT_Siteconfig.pm already has > my timezone set to GMT) > > Any pointers? > > Eric Malenfant > Mitel Networks > IT Systems Specialist > AD / UNIX Systems / Network Applications > Toll Free: 800.267.6244 ext 2864 > Eric_Malenfant at mitel.com > > Unix is user friendly, it's just picky who it's friends are! > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Best regards, Ruslan. From toml at bitstatement.net Mon May 11 15:56:13 2009 From: toml at bitstatement.net (Tom Lahti) Date: Mon, 11 May 2009 12:56:13 -0700 Subject: [rt-users] How to modify the ticket # format? In-Reply-To: <589c94400905111248t204d58cfn247fa0bed34dabb3@mail.gmail.com> References: <589c94400905111248t204d58cfn247fa0bed34dabb3@mail.gmail.com> Message-ID: <4A0882DD.8050503@bitstatement.net> Ruslan Zakirov wrote: > http://wiki.bestpractical.com/view/SetStartingId + cronjob to set it > everyday, however you must understand limits on integers in your DB. >> Example: #200905110001 would be the 1st ticket for today. A normal signed int in 32-bit mysql has a maximum value of 2147483647, which isn't big enough for the format requested. You'd need to alter the table structures to change ticket id's to a bigint. How much code that would break inside of RT, I have no idea. -- -- ============================ Tom Lahti BIT Statement LLC (425)251-0833 x 117 http://www.bitstatement.net/ -- ============================ From kfcrocker at lbl.gov Mon May 11 16:14:43 2009 From: kfcrocker at lbl.gov (Ken Crocker) Date: Mon, 11 May 2009 13:14:43 -0700 Subject: [rt-users] How to modify the ticket # format? In-Reply-To: <4A0882DD.8050503@bitstatement.net> References: <589c94400905111248t204d58cfn247fa0bed34dabb3@mail.gmail.com> <4A0882DD.8050503@bitstatement.net> Message-ID: <4A088733.3040808@lbl.gov> Tom, Why do you need a date prefixed to the Ticket ID? In my 40 years in this business from Manufacturing (MRP - Order processing, Capacity Planning, etc.)) to Retail to Banking industries I have always seen an ID Field defined as "non-intelligent". That way, the ID has one function only, to identify the record, not to define when (that's what dates are for). To put intelligence or some other meaning into a field that is designed for a singular purpose is pretty much considered a very outdated practice (for last 25 years) in DataBase design (ie. each field is used strictly for a single purpose and it's name indicates such function). Are you sure you want to design the Ticket ID this way? Kenn LBNL On 5/11/2009 12:56 PM, Tom Lahti wrote: > Ruslan Zakirov wrote: > >> http://wiki.bestpractical.com/view/SetStartingId + cronjob to set it >> everyday, however you must understand limits on integers in your DB. >> > > >>> Example: #200905110001 would be the 1st ticket for today. >>> > > A normal signed int in 32-bit mysql has a maximum value of 2147483647, which > isn't big enough for the format requested. You'd need to alter the table > structures to change ticket id's to a bigint. How much code that would > break inside of RT, I have no idea. > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From echatham at broadvox.net Mon May 11 16:39:42 2009 From: echatham at broadvox.net (Eric Chatham) Date: Mon, 11 May 2009 16:39:42 -0400 Subject: [rt-users] New to RT and need help with RT_SiteConfig.PM Message-ID: <4ABA3E162F60624A949503A7F960245EB11299B076@CLEHBEXMS01.broadvox.local> Hello, I am brand new to RT request tracker. I am using the installation guide for CentOS 5.1 /RHEL 5.1 to install RT 3.6.6. http://wiki.bestpractical.com/view/Rhel5InstallGuide I am stuck at the point where it wants me to configure the variables in /etc/rt3/RT_SiteConfig.pm. The name of the server I am configuring for RT is "rtsrv01.domain.local." The website I want to use is http://rt3.domain.local. For the dbuser, do I want to use "root" or should I create another dbuser for RT? If so, what DB Permissions should I set? Lastly, I want the "htmldir" to be /opt/rt3/html not the default /usr/share/rt3/html. Where would I change that? Thank you for your assistance. Eric Chatham ________________________________ CONFIDENTIAL. This e-mail and any attached files are confidential and should be destroyed and/or returned if you are not the intended and proper recipient. -------------- next part -------------- An HTML attachment was scrubbed... URL: From echatham at broadvox.net Mon May 11 17:28:39 2009 From: echatham at broadvox.net (Eric Chatham) Date: Mon, 11 May 2009 17:28:39 -0400 Subject: [rt-users] New to RT and need help with RT_SiteConfig.PM Message-ID: <4ABA3E162F60624A949503A7F960245EB11299B0C3@CLEHBEXMS01.broadvox.local> Hello, I am brand new to RT request tracker. I am using the installation guide for CentOS 5.1 /RHEL 5.1 to install RT 3.6.6. http://wiki.bestpractical.com/view/Rhel5InstallGuide I am stuck at the point where it wants me to configure the variables in /etc/rt3/RT_SiteConfig.pm. The name of the server I am configuring for RT is "rtsrv01.domain.local." The website I want to use is http://rt3.domain.local. For the dbuser, do I want to use "root" or should I create another dbuser for RT? If so, what DB Permissions should I set? Lastly, I want the "htmldir" to be /opt/rt3/html not the default /usr/share/rt3/html. Where would I change that? Thank you for your assistance. Eric Chatham ________________________________ CONFIDENTIAL. This e-mail and any attached files are confidential and should be destroyed and/or returned if you are not the intended and proper recipient. -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruslan.zakirov at gmail.com Mon May 11 17:35:30 2009 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Tue, 12 May 2009 01:35:30 +0400 Subject: [rt-users] New to RT and need help with RT_SiteConfig.PM In-Reply-To: <4ABA3E162F60624A949503A7F960245EB11299B076@CLEHBEXMS01.broadvox.local> References: <4ABA3E162F60624A949503A7F960245EB11299B076@CLEHBEXMS01.broadvox.local> Message-ID: <589c94400905111435v4f0bd79qfedee5dcd59eccd9@mail.gmail.com> You shouldn't create an user in the DB, but as well you shouldn't use root. User and permissions are created during 'make initdb' step. This options can be configured using ./configure script as well. I don't think it's good idea to mess with pathes of a system when you havn't learnt how to configure it and install. Make a step at a time. On Tue, May 12, 2009 at 12:39 AM, Eric Chatham wrote: > Hello, > > > > I am brand new to RT request tracker.? I am using the installation guide for > CentOS 5.1 /RHEL 5.1 to install RT 3.6.6. > > > > http://wiki.bestpractical.com/view/Rhel5InstallGuide > > > > I am stuck at the point where it wants me to configure the variables in > /etc/rt3/RT_SiteConfig.pm.? The name of the server I am configuring for RT > is ?rtsrv01.domain.local.?? The website I want to use is > http://rt3.domain.local.? For the dbuser, do I want to use ?root? or should > I create another dbuser for RT?? If so, what DB Permissions should I set? > Lastly, I want the ?htmldir? to be /opt/rt3/html not the default > /usr/share/rt3/html.? Where would I change that? > > > > Thank you for your assistance. > > > > Eric Chatham > > ________________________________ > CONFIDENTIAL. This e-mail and any attached files are confidential and should > be destroyed and/or returned if you are not the intended and proper > recipient. > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Best regards, Ruslan. From toml at bitstatement.net Mon May 11 17:39:32 2009 From: toml at bitstatement.net (Tom Lahti) Date: Mon, 11 May 2009 14:39:32 -0700 Subject: [rt-users] How to modify the ticket # format? In-Reply-To: <4A088733.3040808@lbl.gov> References: <589c94400905111248t204d58cfn247fa0bed34dabb3@mail.gmail.com> <4A0882DD.8050503@bitstatement.net> <4A088733.3040808@lbl.gov> Message-ID: <4A089B14.3060206@bitstatement.net> Ken Crocker wrote: > Tom, > > Why do you need a date prefixed to the Ticket ID? In my 40 years in I don't, the OP (Eric) does. Couldn't agree with you more on your point. There's already a "created date" field for each ticket. To add that again as part of the ticket ID will definitely be counterproductive. If the proposed cron job doesn't fire for some reason, you'll have a mess: ticket ID's with this embedded 'create date' will lie. -- -- ============================ Tom Lahti BIT Statement LLC (425)251-0833 x 117 http://www.bitstatement.net/ -- ============================ From ruslan.zakirov at gmail.com Mon May 11 17:41:10 2009 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Tue, 12 May 2009 01:41:10 +0400 Subject: [rt-users] New to RT and need help with RT_SiteConfig.PM In-Reply-To: <4ABA3E162F60624A949503A7F960245EB11299B0C3@CLEHBEXMS01.broadvox.local> References: <4ABA3E162F60624A949503A7F960245EB11299B0C3@CLEHBEXMS01.broadvox.local> Message-ID: <589c94400905111441w1b22676cpbb63e49922acdaf1@mail.gmail.com> Don't ever double post! You have high chances to be ignored completly as sort of punishment. On Tue, May 12, 2009 at 1:28 AM, Eric Chatham wrote: > Hello, > > > > I am brand new to RT request tracker.? I am using the installation guide for > CentOS 5.1 /RHEL 5.1 to install RT 3.6.6. [snip] -- Best regards, Ruslan. From echatham at broadvox.net Mon May 11 18:11:32 2009 From: echatham at broadvox.net (Eric Chatham) Date: Mon, 11 May 2009 18:11:32 -0400 Subject: [rt-users] New to RT and need help with RT_SiteConfig.PM In-Reply-To: <589c94400905111441w1b22676cpbb63e49922acdaf1@mail.gmail.com> References: <4ABA3E162F60624A949503A7F960245EB11299B0C3@CLEHBEXMS01.broadvox.local> <589c94400905111441w1b22676cpbb63e49922acdaf1@mail.gmail.com> Message-ID: <4ABA3E162F60624A949503A7F960245EB11299B0FA@CLEHBEXMS01.broadvox.local> Sorry about the second e-mail. On the first one, I received an undeliverable NDR when I tried posting. Thank you for the reply. There is no step called "make initdb" on the installation guide I'm using for CentOS 5.1 from the wiki. There is a "rt-setup-database --action init" command though. I ran this command with the --dba and --dba-password flags, using root and the root password. I'm still unsure how to configure the RT_SiteConfig.pm perl module. Eric Chatham CONFIDENTIAL. This e-mail and any attached files are confidential and should be destroyed and/or returned if you are not the intended and proper recipient. From ggreene at minervanetworks.com Mon May 11 18:42:30 2009 From: ggreene at minervanetworks.com (Gary Greene) Date: Mon, 11 May 2009 15:42:30 -0700 Subject: [rt-users] New to RT and need help with RT_SiteConfig.PM In-Reply-To: <4ABA3E162F60624A949503A7F960245EB11299B0FA@CLEHBEXMS01.broadvox.local> References: <4ABA3E162F60624A949503A7F960245EB11299B0C3@CLEHBEXMS01.broadvox.local><589c94400905111441w1b22676cpbb63e49922acdaf1@mail.gmail.com> <4ABA3E162F60624A949503A7F960245EB11299B0FA@CLEHBEXMS01.broadvox.local> Message-ID: <7DC08293B3E4A24BB1FEB61A90FC367B0226E16A@scmail-00.minervanetworks.com> > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf > Of Eric Chatham > Sent: Monday, May 11, 2009 3:12 PM > To: Ruslan Zakirov > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] New to RT and need help with RT_SiteConfig.PM > > Sorry about the second e-mail. On the first one, I received > an undeliverable NDR when I tried posting. > > Thank you for the reply. There is no step called "make > initdb" on the installation guide I'm using for CentOS 5.1 > from the wiki. > > There is a "rt-setup-database --action init" command though. > I ran this command with the --dba and --dba-password flags, > using root and the root password. > > I'm still unsure how to configure the RT_SiteConfig.pm perl module. > > Eric Chatham > > CONFIDENTIAL. This e-mail and any attached files are > confidential and should be destroyed and/or returned if you > are not the intended and proper recipient. Sorry for being a little pedantic, but.... First, please don't top post, the flow of the conversation gets lost if you do, Second, this is a mailing list, your signature is more than a little silly in this case. Now on to the meat of the issue: The best way to configure your RT_SiteConfig.pm is to open it in your favourite editor (vi, emacs, or nano) and then edit what is there using the RT_Config.pm as a guide to what you can change. In most cases, both of these files will be located in /etc/rt3/. In most cases, a minimal configuration will override the default rtname, organization, webpath, webdomain, and timezone. These, and other options are fairly well documented in RT_Config.pm -- Gary L. Greene, Jr. IT Operations Minerva Networks, Inc. Cell: (650) 704-6633 Phone: (408) 240-1239 From kfcrocker at lbl.gov Mon May 11 18:48:28 2009 From: kfcrocker at lbl.gov (Ken Crocker) Date: Mon, 11 May 2009 15:48:28 -0700 Subject: [rt-users] How to modify the ticket # format? In-Reply-To: <4A089B14.3060206@bitstatement.net> References: <589c94400905111248t204d58cfn247fa0bed34dabb3@mail.gmail.com> <4A0882DD.8050503@bitstatement.net> <4A088733.3040808@lbl.gov> <4A089B14.3060206@bitstatement.net> Message-ID: <4A08AB3C.7070006@lbl.gov> Tom, Correct. Plus, you may well run out of viable Ticket ID's. IF I were you. I would do my best to dissuade. Lots of luck. Kenn LBNL On 5/11/2009 2:39 PM, Tom Lahti wrote: > Ken Crocker wrote: > >> Tom, >> >> Why do you need a date prefixed to the Ticket ID? In my 40 years in >> > > I don't, the OP (Eric) does. Couldn't agree with you more on your point. > There's already a "created date" field for each ticket. To add that again > as part of the ticket ID will definitely be counterproductive. If the > proposed cron job doesn't fire for some reason, you'll have a mess: ticket > ID's with this embedded 'create date' will lie. > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From kfcrocker at lbl.gov Mon May 11 18:57:35 2009 From: kfcrocker at lbl.gov (Ken Crocker) Date: Mon, 11 May 2009 15:57:35 -0700 Subject: [rt-users] Add User question Message-ID: <4A08AD5F.5050003@lbl.gov> To any and all, I want to set my RT Configuration to allow non-LDAP Users and LDAP Users alike to be added as "Unprivileged" users when they are CC's on a ticket during correspondance. Can anyone help me with this? Thanks. Kenn LBNL From jra at baylink.com Mon May 11 19:36:32 2009 From: jra at baylink.com (Jay R. Ashworth) Date: Mon, 11 May 2009 19:36:32 -0400 (EDT) Subject: [rt-users] How to modify the ticket # format? In-Reply-To: <4A08AB3C.7070006@lbl.gov> Message-ID: <13537452.565241242084992661.JavaMail.root@benjamin.vicimarketing.com> ----- "Ken Crocker" wrote: > Correct. Plus, you may well run out of viable Ticket ID's. IF I> were > you. I would do my best to dissuade. Lots of luck. In a private message (for some reason, I expected to be on the wrong side of this argument) I provided the OP with several concrete reasons and examples as to why this is such a breathtakingly bad design choice, and he should hold his breath until he turns blue if his management tries to make him. :-) Cheers, -- jra -- Jay R. Ashworth Baylink jra at baylink.com Designer The Things I Think RFC 2100 Ashworth & Associates http://baylink.pitas.com '87 e24 St Petersburg FL USA http://photo.imageinc.us +1 727 647 1274 Start a man a fire, and he'll be warm all night. Set a man on fire, and he'll be warm for the rest of his life. From echatham at broadvox.net Mon May 11 20:09:25 2009 From: echatham at broadvox.net (Eric Chatham) Date: Mon, 11 May 2009 20:09:25 -0400 Subject: [rt-users] New to RT and need help with RT_SiteConfig.PM In-Reply-To: <7DC08293B3E4A24BB1FEB61A90FC367B0226E16A@scmail-00.minervanetworks.com> References: <4ABA3E162F60624A949503A7F960245EB11299B0C3@CLEHBEXMS01.broadvox.local><589c94400905111441w1b22676cpbb63e49922acdaf1@mail.gmail.com> <4ABA3E162F60624A949503A7F960245EB11299B0FA@CLEHBEXMS01.broadvox.local> <7DC08293B3E4A24BB1FEB61A90FC367B0226E16A@scmail-00.minervanetworks.com> Message-ID: <4ABA3E162F60624A949503A7F960245EB111C953B8@CLEHBEXMS01.broadvox.local> Thanks for the reply. Can we please just overlook the "silly" signature? The message gets appended on all outgoing e-mail from our organization! Anyhow, I get the gist how to modify the file. I'm just wondering if someone could provide me with some examples? That would be greatly appreciated. Thanks, once again. :) -----Original Message----- From: Gary Greene [mailto:ggreene at minervanetworks.com] Sent: Monday, May 11, 2009 6:43 PM To: Eric Chatham; Ruslan Zakirov Cc: rt-users at lists.bestpractical.com Subject: RE: [rt-users] New to RT and need help with RT_SiteConfig.PM > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf > Of Eric Chatham > Sent: Monday, May 11, 2009 3:12 PM > To: Ruslan Zakirov > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] New to RT and need help with RT_SiteConfig.PM > > Sorry about the second e-mail. On the first one, I received > an undeliverable NDR when I tried posting. > > Thank you for the reply. There is no step called "make > initdb" on the installation guide I'm using for CentOS 5.1 > from the wiki. > > There is a "rt-setup-database --action init" command though. > I ran this command with the --dba and --dba-password flags, > using root and the root password. > > I'm still unsure how to configure the RT_SiteConfig.pm perl module. > > Eric Chatham > > CONFIDENTIAL. This e-mail and any attached files are > confidential and should be destroyed and/or returned if you > are not the intended and proper recipient. Sorry for being a little pedantic, but.... First, please don't top post, the flow of the conversation gets lost if you do, Second, this is a mailing list, your signature is more than a little silly in this case. Now on to the meat of the issue: The best way to configure your RT_SiteConfig.pm is to open it in your favourite editor (vi, emacs, or nano) and then edit what is there using the RT_Config.pm as a guide to what you can change. In most cases, both of these files will be located in /etc/rt3/. In most cases, a minimal configuration will override the default rtname, organization, webpath, webdomain, and timezone. These, and other options are fairly well documented in RT_Config.pm -- Gary L. Greene, Jr. IT Operations Minerva Networks, Inc. Cell: (650) 704-6633 Phone: (408) 240-1239 CONFIDENTIAL. This e-mail and any attached files are confidential and should be destroyed and/or returned if you are not the intended and proper recipient. From change+lists.rt at nightwind.net Mon May 11 20:14:20 2009 From: change+lists.rt at nightwind.net (Nick Kartsioukas) Date: Mon, 11 May 2009 17:14:20 -0700 Subject: [rt-users] New to RT and need help with RT_SiteConfig.PM In-Reply-To: <4ABA3E162F60624A949503A7F960245EB111C953B8@CLEHBEXMS01.broadvox.local> References: <4ABA3E162F60624A949503A7F960245EB11299B0C3@CLEHBEXMS01.broadvox.local><589c94400905111441w1b22676cpbb63e49922acdaf1@mail.gmail.com> <4ABA3E162F60624A949503A7F960245EB11299B0FA@CLEHBEXMS01.broadvox.local> <7DC08293B3E4A24BB1FEB61A90FC367B0226E16A@scmail-00.minervanetworks.com> <4ABA3E162F60624A949503A7F960245EB111C953B8@CLEHBEXMS01.broadvox.local> Message-ID: <1242087260.2569.1314959115@webmail.messagingengine.com> On Mon, 11 May 2009 20:09:25 -0400, "Eric Chatham" said: > Anyhow, I get the gist how to modify the file. I'm just wondering if > someone could provide me with some examples? That would be greatly > appreciated. Thanks, once again. :) Set($rtname, 'Your Name Here'); Set($Organization, 'Your Organization Here'); Set($CorrespondAddress , 'address at your.domain'); Set($CommentAddress , 'address-comment at your.domain'); Set($Timezone , 'US/Pacific'); # obviously choose what suits you Set($DatabaseType, 'mysql'); # e.g. Pg or mysql Set($DatabaseUser , 'dbuser'); Set($DatabasePassword , 'dbpass'); Set($DatabaseName , 'database'); Set($WebPath , "/rt"); Set($WebBaseURL , "http://www.your.domain"); Fill in as appropriate. It's fairly straightforward. Again, RT_Config.pm is quite well documented (perldoc RT_Config.pm and you'll see all the options). From matt at corp.spry.com Mon May 11 20:40:47 2009 From: matt at corp.spry.com (Matt Simerson) Date: Mon, 11 May 2009 17:40:47 -0700 Subject: [rt-users] How to modify the ticket # format? In-Reply-To: <13537452.565241242084992661.JavaMail.root@benjamin.vicimarketing.com> References: <13537452.565241242084992661.JavaMail.root@benjamin.vicimarketing.com> Message-ID: On May 11, 2009, at 4:36 PM, Jay R. Ashworth wrote: > ----- "Ken Crocker" wrote: >> Correct. Plus, you may well run out of viable Ticket ID's. IF I> >> were >> you. I would do my best to dissuade. Lots of luck. > > In a private message (for some reason, I expected to be on the wrong > side > of this argument) I provided the OP with several concrete reasons > and examples > as to why this is such a breathtakingly bad design choice, and he > should > hold his breath until he turns blue if his management tries to make > him. > > :-) Considering the current economic climate and the abundance of lightly skilled admins that would be willing to alter the RT DB schema to suit his suits wishes, perhaps an approach that doesn't involve turning blue would be advised. Since every RT ticket already has the ticket ID & date, it would not be terribly difficult to hack at the SQL queries that create, search, and retrieve tickets. If you have the skills, hack the queries to manipulate the ticket ID into the preferred format. You could also create a custom table that maps the 'normal' RT ticket ID and the 'preferred' ticket ID #. Another option is writing a custom web interface to RT, using the REST API. Have the web application handle the mapping and presentation of ticket IDs to and from the desired format. It's greatly simplified by using RT::Client::REST. I wrote one in only 387 lines of perl: $ wc -l lib/Spry/Tickets.pm 387 lib/Spry/Tickets.pm $ grep '^sub' lib/Spry/Tickets.pm sub new { sub rt_connect { sub rt_close_ticket { sub rt_create_ticket { sub rt_get_tickets { sub rt_update_ticket { sub _get_rt { If perl isn't your cup of tea, write your web app in your favorite language and interface directly with the database. You'll have a bit more testing to do during future RT upgrades, but the RT schema is quite stable. Either way, you'll have the ability to easily automate and radically alter how RT data is presented, thus appeasing the pointy haired man. Matt From adams.ken at hgc.com.au Mon May 11 22:39:50 2009 From: adams.ken at hgc.com.au (kenadams2) Date: Mon, 11 May 2009 19:39:50 -0700 (PDT) Subject: [rt-users] creating Tickets Message-ID: <23495170.post@talk.nabble.com> Hi I have just finished setting up RT and have a small problems with the way the users are setup. We have 35 users. 30 of them are remote. Each user has a queue so that tickets can be lodged to them. They all have create ticket privs so that they can create tickets BUT I dont want them to be able to create a ticket to another remote site. The tickets need to be created to a central place and from there it can be distributed if the need arises. At the moment when they create a ticket there is 35 different queues for them to choose from and I only want there to be the other 5. How can I do this. Thanks Ken Adams -- View this message in context: http://www.nabble.com/creating-Tickets-tp23495170p23495170.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From justin.hayes at orbisuk.com Tue May 12 02:39:13 2009 From: justin.hayes at orbisuk.com (Justin Hayes) Date: Tue, 12 May 2009 07:39:13 +0100 Subject: [rt-users] Bug in 3.6.3 At A Glance saved search display In-Reply-To: <77AFF483-8E8A-451E-BE67-B2C5FF2747D3@bestpractical.com> References: <7C22B026-48EB-4C0F-BE65-157692B53874@OrbisUK.com><02895A53-73E1-4A1B-8374-5ECDDA6E19C0@bestpractical.com><9EE55419-B612-490D-814D-0DCB4B04D662@orbisuk.com> <77AFF483-8E8A-451E-BE67-B2C5FF2747D3@bestpractical.com> Message-ID: Ok many thanks Kevin. I'm hoping to set up a 3.8 test environment so I'll have a play around with that setting on there. Justin On 11 May 2009, at 18:02, Kevin Falcone wrote: > > On May 11, 2009, at 12:50 PM, Justin Hayes wrote: > >> Many thanks Kevin. Does it have any other effects? Just trying to >> understand why it's off by default. >> Looks like another reason to work on the upgrade. > > It is documented in the config file, but the summary is that we're not > convinced > it works in every case (this is a really complex query). > > -kevin > >> On 11 May 2009, at 15:20, Kevin Falcone wrote: >> >>> >>> On May 11, 2009, at 2:36 AM, Justin Hayes wrote: >>> >>>> I create a saved search which will display tickets created in the >>>> last >>>> week. For me (who can see all queues) I see 10 results (the last 10 >>>> tickets created). >>>> >>>> However another user might only have permission to see 1 queue. >>>> Instead of seeing the last 10 tickets created in their queue they >>>> only >>>> seem to see whichever of the last 10 are in their queue, so they >>>> might >>>> only see 1 or 2 tickets, which is fairly misleading. >>>> >>>> I guess it's picking the last 10 from the resultset and THEN >>>> applying >>>> what you can view, which to me seems wrong. It should work out what >>>> the user can see, then show the last 10. >>>> >>>> Does anyone know if this can be fixed, or if it is fixed in 3.8? >>> >>> There is an option for this in 3.8 that isn't enabled by default. >>> You want the config option UseSQLForACLChecks >>> >>> -kevin >>> _______________________________________________ >>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>> >>> Community help: http://wiki.bestpractical.com >>> Commercial support: sales at bestpractical.com >>> >>> >>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >>> Buy a copy at http://rtbook.bestpractical.com >> >> >> ------------------------------------------------- >> Justin Hayes >> Orbis Support Manager >> justin.hayes at orbisuk.com >> >> >> >> > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com ------------------------------------------------- Justin Hayes Orbis Support Manager justin.hayes at orbisuk.com From david.hobley at mionegroup.com Tue May 12 04:12:24 2009 From: david.hobley at mionegroup.com (David Hobley) Date: Tue, 12 May 2009 18:12:24 +1000 (EST) Subject: [rt-users] RT-External-Auth debugging? In-Reply-To: <11346483.283071242115681618.JavaMail.root@mail.onegrp.com> Message-ID: <30383661.283131242115944062.JavaMail.root@mail.onegrp.com> All, I am trying to integrate RT::Authen:: ExternalAuth to my RT instance and it is not letting me log in. I have configured debugging in my RT_SiteConfig.pm: Set($LogToFile, 'debug'); Set($LogDir, '/var/log/rt'); but the only message I get indicating problems is a FAILED LOGIN error in the rt.log. How should I go about getting more detailed logging happening? -- Cheers, David From ruslan.zakirov at gmail.com Tue May 12 04:21:57 2009 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Tue, 12 May 2009 12:21:57 +0400 Subject: [rt-users] RT-External-Auth debugging? In-Reply-To: <30383661.283131242115944062.JavaMail.root@mail.onegrp.com> References: <11346483.283071242115681618.JavaMail.root@mail.onegrp.com> <30383661.283131242115944062.JavaMail.root@mail.onegrp.com> Message-ID: <589c94400905120121n28e00dbwb916fcbc7d1e8dd6@mail.gmail.com> This often indicates that you havn't enabled the extension. Or installed incorrectly. If you're on RT 3.8.2 then can check system configuration via UI, especially Plugins option and loaded modules. On Tue, May 12, 2009 at 12:12 PM, David Hobley wrote: > All, > > I am trying to integrate RT::Authen:: ExternalAuth to my RT instance and it is not letting me log in. I have configured debugging in my RT_SiteConfig.pm: > > Set($LogToFile, 'debug'); > Set($LogDir, '/var/log/rt'); > > but the only message I get indicating problems is a FAILED LOGIN error in the rt.log. How should I go about getting more detailed logging happening? > > -- > Cheers, > David > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Best regards, Ruslan. From jpenman.smithson at gmail.com Tue May 12 07:13:02 2009 From: jpenman.smithson at gmail.com (Jamie Penman-Smithson) Date: Tue, 12 May 2009 12:13:02 +0100 Subject: [rt-users] Notifications to AdminCc's Message-ID: <42acc2230905120413m1b107c79ud2401327f9ba27c4@mail.gmail.com> Hi all, I'm currently implementing RT in our department at work and I currently have the sysadmin team as AdminCc's for all relevant queues. However, some members of the team do not want to be notified of correspondence or comments for tickets which they do not own - but still want notifications about new (unowned) tickets. So I changed the default 'On Correspondence Notify AdminCcs' and 'On Comment Notify AdminCcs' scripts to disable them. Unfortunately, this means that if in future we want to have a ticket co-owned by two people we can do that, however they won't receive any notifications via email. I realise that this is probably a strange edge case, part of the reason for emailing the list was primarily to get some advice on whether anyone had come across this issue before and how they solved it in a sensible way. Thanks, -- -Jamie L. Penman-Smithson From Eric_Malenfant at Mitel.com Tue May 12 08:28:25 2009 From: Eric_Malenfant at Mitel.com (Eric_Malenfant at Mitel.com) Date: Tue, 12 May 2009 08:28:25 -0400 Subject: [rt-users] How to modify the ticket # format? In-Reply-To: <4A0882DD.8050503@bitstatement.net> References: <589c94400905111248t204d58cfn247fa0bed34dabb3@mail.gmail.com> <4A0882DD.8050503@bitstatement.net> Message-ID: Well, modifying the code is what was done years ago for our current implementation. It was deployed back before Mitel had purchased E-Smith (old Linux distro) and is actually still in use today, but we have some new requirements which warrants an upgrade. The one thing that would be great to keep, is how we are numbering our tickets today. Today, when a ticket is created, it does get a number like this: id: 20090414054 this number would already be considered greater than 2147483647, and I believe from what I have heard about the history of this old RT 2.x deployment (I believe the old version in use is 2.0.7) was in fact that we worked with the devs to get this to work, and I can in fact see bigint(xx) in some parts of the schema. I can hack around that part. What I would like to know is where can I set the start # to begin with. If I do abandon this date format for tickets, I'd then want to start at something high, like 10000, not 1. Is that possible? Eric Malenfant Mitel Networks IT Systems Specialist AD / UNIX Systems / Network Applications Toll Free: 800.267.6244 ext 2864 Eric_Malenfant at mitel.com Unix is user friendly, it's just picky who it's friends are! Tom Lahti 05/11/2009 03:56 PM To Ruslan Zakirov cc Eric_Malenfant at mitel.com, rt-users at lists.bestpractical.com Subject Re: [rt-users] How to modify the ticket # format? Ruslan Zakirov wrote: > http://wiki.bestpractical.com/view/SetStartingId + cronjob to set it > everyday, however you must understand limits on integers in your DB. >> Example: #200905110001 would be the 1st ticket for today. A normal signed int in 32-bit mysql has a maximum value of 2147483647, which isn't big enough for the format requested. You'd need to alter the table structures to change ticket id's to a bigint. How much code that would break inside of RT, I have no idea. -- -- ============================ Tom Lahti BIT Statement LLC (425)251-0833 x 117 http://www.bitstatement.net/ -- ============================ -------------- next part -------------- An HTML attachment was scrubbed... URL: From david.hobley at mionegroup.com Tue May 12 08:49:03 2009 From: david.hobley at mionegroup.com (David Hobley) Date: Tue, 12 May 2009 22:49:03 +1000 (EST) Subject: [rt-users] RT-External-Auth debugging? In-Reply-To: <589c94400905120121n28e00dbwb916fcbc7d1e8dd6@mail.gmail.com> Message-ID: <21800429.283391242132543650.JavaMail.root@mail.onegrp.com> Ruslan, thanks for your reply - how can I check this from the UI exactly? Given I can't login! I have the following in my RT_SiteConfig.pm, so I thought I had it all configured: Set($ExternalAuthPriority, [ 'Primary_LDAP' ]); Set($ExternalInfoPriority, [ 'Primary_LDAP' ]); Set($ExternalServiceUsesSSLorTLS, 0); Set($AutoCreateNonExternalUsers, 0); et($ExternalSettings, { 'Primary_LDAP' => { 'type' => 'ldap', 'server' => 'my.ldap.host', 'base' => 'ou=people,dc=MY,dc=DOMAIN', 'filter' => '(zimbraAccountStatus=active)', 'd_filter' => '(zimbraAccountStatus=closed)', 'tls' => 0, 'ssl_version' => 3, 'net_ldap_args' => [ version => 3 ], 'group' => 'RT_GROUP', 'group_attr' => 'memberUid', 'attr_match_list' => [ 'Name', 'EmailAddress' ], 'attr_map' => { 'Name' => 'uid', 'EmailAddress' => 'zimbraMailDeliveryAddress', 'Organization' => 'company', 'RealName' => 'cn', 'ExternalAuthId' => 'uid', 'Gecos' => 'uid', 'WorkPhone' => 'telephoneNumber', 'Address1' => 'street', 'City' => 'l', 'State' => 'st', 'Zip' => 'postalCode', 'Country' => 'co' } }}); # Set up any Plugins Set(@Plugins, qw(Extension::QuickDelete)); Set(@Plugins, qw(RT::Authen::ExternalAuth)); Set(@Plugins, qw(RT::FM)); Cheers, David ----- Original Message ----- From: "Ruslan Zakirov" To: "David Hobley" Cc: rt-users at lists.bestpractical.com Sent: Tuesday, 12 May, 2009 6:21:57 PM GMT +10:00 Canberra / Melbourne / Sydney Subject: Re: [rt-users] RT-External-Auth debugging? This often indicates that you havn't enabled the extension. Or installed incorrectly. If you're on RT 3.8.2 then can check system configuration via UI, especially Plugins option and loaded modules. On Tue, May 12, 2009 at 12:12 PM, David Hobley wrote: > All, > > I am trying to integrate RT::Authen:: ExternalAuth to my RT instance and it is not letting me log in. I have configured debugging in my RT_SiteConfig.pm: > > Set($LogToFile, 'debug'); > Set($LogDir, '/var/log/rt'); > > but the only message I get indicating problems is a FAILED LOGIN error in the rt.log. How should I go about getting more detailed logging happening? > > -- > Cheers, > David > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Best regards, Ruslan. -- Cheers, David Hobley IT Manager Creators of Miessence, MiVitality and MiEnviron Phone: +61 (7) 5582 7020 Fax: +61 (7) 5539 6719 USA Fax 1800 840 0827 Email : david.hobley at mionegroup.com Website: www.mionegroup.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From mike.peachey at jennic.com Tue May 12 08:56:19 2009 From: mike.peachey at jennic.com (Mike Peachey) Date: Tue, 12 May 2009 13:56:19 +0100 Subject: [rt-users] RT-External-Auth debugging? In-Reply-To: <21800429.283391242132543650.JavaMail.root@mail.onegrp.com> References: <21800429.283391242132543650.JavaMail.root@mail.onegrp.com> Message-ID: <4A0971F3.5020907@jennic.com> Tue 12 May 2009 13:49:03 GMT David Hobley wrote: > Ruslan, > > thanks for your reply - how can I check this from the UI exactly? Given > I can't login! Local accounts can always login. Login as root to check the configuration. > > I have the following in my RT_SiteConfig.pm, so I thought I had it all > configured: > > # Set up any Plugins > Set(@Plugins, qw(Extension::QuickDelete)); > Set(@Plugins, qw(RT::Authen::ExternalAuth)); > Set(@Plugins, qw(RT::FM)); You are overriding the @Plugins array twice. Replace these three lines with: Set(@Plugins, qw(Extension::QuickDelete RT::Authen::ExternalAuth RT::FM)); lot more difficult. order and makes replying cleanly a it totally screws up the reading Please try not to top-post because By the way, -- Kind Regards, __________________________________________________ Mike Peachey, IT Tel: +44 114 281 2655 Fax: +44 114 281 2951 Jennic Ltd, Furnival Street, Sheffield, S1 4QT, UK Comp Reg No: 3191371 - Registered In England http://www.jennic.com __________________________________________________ From Eric_Malenfant at Mitel.com Tue May 12 11:11:09 2009 From: Eric_Malenfant at Mitel.com (Eric_Malenfant at Mitel.com) Date: Tue, 12 May 2009 11:11:09 -0400 Subject: [rt-users] How to modify the ticket # format? In-Reply-To: References: <589c94400905111248t204d58cfn247fa0bed34dabb3@mail.gmail.com> <4A0882DD.8050503@bitstatement.net> Message-ID: Well, I don't need to implement this style anymore - provided some reasoning, and was agreed upon. What I would like to do, is now to increase the baseline of the ticket # - I don't need to start @ 1- too low, so I want to start around 1000. Any idea how I can increase this number? Eric Malenfant Mitel Networks IT Systems Specialist AD / UNIX Systems / Network Applications Toll Free: 800.267.6244 ext 2864 Eric_Malenfant at mitel.com Unix is user friendly, it's just picky who it's friends are! Eric_Malenfant at Mitel.com Sent by: rt-users-bounces at lists.bestpractical.com 05/12/2009 08:28 AM To Tom Lahti cc rt-users at lists.bestpractical.com, Ruslan Zakirov Subject Re: [rt-users] How to modify the ticket # format? Well, modifying the code is what was done years ago for our current implementation. It was deployed back before Mitel had purchased E-Smith (old Linux distro) and is actually still in use today, but we have some new requirements which warrants an upgrade. The one thing that would be great to keep, is how we are numbering our tickets today. Today, when a ticket is created, it does get a number like this: id: 20090414054 this number would already be considered greater than 2147483647, and I believe from what I have heard about the history of this old RT 2.x deployment (I believe the old version in use is 2.0.7) was in fact that we worked with the devs to get this to work, and I can in fact see bigint(xx) in some parts of the schema. I can hack around that part. What I would like to know is where can I set the start # to begin with. If I do abandon this date format for tickets, I'd then want to start at something high, like 10000, not 1. Is that possible? Eric Malenfant Mitel Networks IT Systems Specialist AD / UNIX Systems / Network Applications Toll Free: 800.267.6244 ext 2864 Eric_Malenfant at mitel.com Unix is user friendly, it's just picky who it's friends are! Tom Lahti 05/11/2009 03:56 PM To Ruslan Zakirov cc Eric_Malenfant at mitel.com, rt-users at lists.bestpractical.com Subject Re: [rt-users] How to modify the ticket # format? Ruslan Zakirov wrote: > http://wiki.bestpractical.com/view/SetStartingId + cronjob to set it > everyday, however you must understand limits on integers in your DB. >> Example: #200905110001 would be the 1st ticket for today. A normal signed int in 32-bit mysql has a maximum value of 2147483647, which isn't big enough for the format requested. You'd need to alter the table structures to change ticket id's to a bigint. How much code that would break inside of RT, I have no idea. -- -- ============================ Tom Lahti BIT Statement LLC (425)251-0833 x 117 http://www.bitstatement.net/ -- ============================ _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Tue May 12 11:25:34 2009 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 12 May 2009 11:25:34 -0400 Subject: [rt-users] How to modify the ticket # format? In-Reply-To: References: <589c94400905111248t204d58cfn247fa0bed34dabb3@mail.gmail.com> <4A0882DD.8050503@bitstatement.net>

Message-ID: <487C0267-9149-4CEE-AF5A-BCE9655C6C92@bestpractical.com> On May 12, 2009, at 11:11 AM, Eric_Malenfant at Mitel.com wrote: > Well, I don't need to implement this style anymore - provided some > reasoning, and was agreed upon. > What I would like to do, is now to increase the baseline of the > ticket # - I don't need to start @ 1- too low, so I want to start > around 1000. > Any idea how I can increase this number? As Ruslan mentioned earlier in this thread: http://wiki.bestpractical.com/view/SetStartingId -kevin From ballmann at patronas.de Tue May 12 11:32:24 2009 From: ballmann at patronas.de (Bastian Ballmann) Date: Tue, 12 May 2009 17:32:24 +0200 Subject: [rt-users] Changing mail content in action module Message-ID: <4A099688.6060000@patronas.de> Hi list, I've programmed my own action module to create tickets from forwarded mails. Therefore I scan from and subject headers in all attachments and set the ticket's requestor to the original mail from and the subject to the original subject. Now I would like to also set the tickets content to the original content of the forwarded mail but I cannot find a way to do so. I have to set the $Transaction->Content before applying the template "Autoreply" and I know the Prepare method must be overwritten to do so, but if I change $self->TransactionObj->{'message'}->{'items'}->[0]->{'values'}->{'content'} it wont have any effect and I cannot find a set-method for the property Content of the transaction object. Any hint / advice? Greets & have a nice day! :) Basti -- Bastian Ballmann PATRONAS Financial Systems GmbH Schnewlinstr 4 79098 Freiburg fon +49 (0)761 400688-19 fax +49 (0)761 400688-50 ballmann at patronas.de http://www.patronas.de Amtsgericht Freiburg, HRB 7212 Gesch?ftsf?hrung: Heribert Steuer, Carsten Osswald This e-mail may contain confidential and/or privileged information. If you are not the intended recipient (or have received this e-mail in error) please notify the sender immediately and destroy this e-mail. Any unauthorized copying, disclosure or distribution of the material in this e-mail is strictly forbidden. From change+lists.rt at nightwind.net Tue May 12 12:27:17 2009 From: change+lists.rt at nightwind.net (Nick Kartsioukas) Date: Tue, 12 May 2009 09:27:17 -0700 Subject: [rt-users] creating Tickets In-Reply-To: <23495170.post@talk.nabble.com> References: <23495170.post@talk.nabble.com> Message-ID: <1242145637.20600.1315087581@webmail.messagingengine.com> On Mon, 11 May 2009 19:39:50 -0700 (PDT), "kenadams2" said: > I have just finished setting up RT and have a small problems with the way > the users are setup. We have 35 users. 30 of them are remote. Each user > has a queue so that tickets can be lodged to them. They all have create > ticket privs so that they can create tickets BUT I dont want them to be able to > create a ticket to another remote site. The tickets need to be created to > a central place and from there it can be distributed if the need arises. At > the moment when they create a ticket there is 35 different queues for > them to choose from and I only want there to be the other 5. How can I do > this. It sounds like you've granted See Queue and Create Ticket privileges to all privileged users. You'll want to only grant See Queue and Create Ticket rights to users in the queue they're allowed to touch. Configuration -> Queues -> [queue name] -> User Rights. From toml at bitstatement.net Tue May 12 13:31:02 2009 From: toml at bitstatement.net (Tom Lahti) Date: Tue, 12 May 2009 10:31:02 -0700 Subject: [rt-users] How to modify the ticket # format? In-Reply-To: References: <13537452.565241242084992661.JavaMail.root@benjamin.vicimarketing.com> Message-ID: <4A09B256.9060202@bitstatement.net> Matt Simerson wrote: > If perl isn't your cup of tea, write your web app in your favorite > language and interface directly with the database. You'll have a bit > more testing to do during future RT upgrades, but the RT schema is > quite stable. Actually, you're forgetting about the ruby library rt-client, which also uses RT's REST interface. I never recommend going directly to the database. If you want to use a language for which there is no REST client library, I recommend writing one, or porting one of the existing ones. From kfcrocker at lbl.gov Tue May 12 14:03:32 2009 From: kfcrocker at lbl.gov (Ken Crocker) Date: Tue, 12 May 2009 11:03:32 -0700 Subject: [rt-users] Notifications to AdminCc's In-Reply-To: <42acc2230905120413m1b107c79ud2401327f9ba27c4@mail.gmail.com> References: <42acc2230905120413m1b107c79ud2401327f9ba27c4@mail.gmail.com> Message-ID: <4A09B9F4.9050608@lbl.gov> Jamie, This can be set up. Create a new Notification script the Notifies Owner on whatever and that will take care of them getting email on the tickets they own. However, you mentioned something about co-owned tickets. TO my knowledge, RT allows only 1 user to be a ticket owner. That data is in the ticket field, it is not a "MemberOf" data type. On the other hand, if these support people are also the requestors, then that you can do, as you have have many requestors on a ticket. In that case, set up your notifications for the requestor on whatever. You will have to decide how the tickets in a Queue are controlled. You may need to create a new group for 1 Queue and another for another Queue with the members that are working on the ticket and set up some notifications for them. I do not know how your change control is set up. Hope this helps. Kenn LBNL On 5/12/2009 4:13 AM, Jamie Penman-Smithson wrote: > Hi all, > > I'm currently implementing RT in our department at work and I > currently have the sysadmin team as AdminCc's for all relevant queues. > However, some members of the team do not want to be notified of > correspondence or comments for tickets which they do not own - but > still want notifications about new (unowned) tickets. > > So I changed the default 'On Correspondence Notify AdminCcs' and 'On > Comment Notify AdminCcs' scripts to disable them. Unfortunately, this > means that if in future we want to have a ticket co-owned by two > people we can do that, however they won't receive any notifications > via email. > > I realise that this is probably a strange edge case, part of the > reason for emailing the list was primarily to get some advice on > whether anyone had come across this issue before and how they solved > it in a sensible way. > > Thanks, > > From john.habermann at wilderness.org.au Tue May 12 20:05:17 2009 From: john.habermann at wilderness.org.au (john habermann) Date: Wed, 13 May 2009 10:05:17 +1000 Subject: [rt-users] how to stop search displaying tickets the user doesn't have permission to see in the results Message-ID: Hi I am having a problem where the unowned search is not restricting its results to only tickets that are in queues the user has the see ticket permission for. This is causing the unowned ticket list to not display any tickets in the rt at a glance page if another queue has 10 more recent unowned tickets in it. It affects any search in rt for example If you search for something in the quick search you get it saying that 5 tickets matched the search but only displaying 1 ticket in the list because 4 of the tickets would be in queues for which the user has no permission to see tickets. I have gone through global permissions and queue permissions trying to figure out how I can control this behaviour but not have not been successful. The 'see queue' and 'show tickets' permission are only set on a per queue basis to the group that is working on that queue. I think I must have broken something though in setting up my permissions as I don't remember this being the initial behaviour of the unowned tickets search. Thanks for any help. -- John Habermann Internet Programmer, System Administrator The Wilderness Society Inc http://www.wilderness.org.au -------------- next part -------------- An HTML attachment was scrubbed... URL: From william.graboyes at theportalgrp.com Tue May 12 20:18:31 2009 From: william.graboyes at theportalgrp.com (William Graboyes) Date: Tue, 12 May 2009 17:18:31 -0700 Subject: [rt-users] how to stop search displaying tickets the user doesn't have permission to see in the results In-Reply-To: References: Message-ID: <8a5c3dac0905121718k5f071d7bved6c2d1977e58f3a@mail.gmail.com> Howdy John, >From my understanding this is a "feature" of RT, There isn't much one can do about it, the settings aren't granular enough to cover what a single user has the right to see, high up on my wish list is something along the lines of what you are looking for, I would love to be able to limit users to viewing only tickets in a certian queue, or even better as we run an "open" system here, the ability to say this user can only view his tickets. But dreams are dreams, and when you are like me, and I am not a perl coding maven, there isn't much you can do about it. Bill Graboyes On Tue, May 12, 2009 at 5:05 PM, john habermann < john.habermann at wilderness.org.au> wrote: > Hi > > I am having a problem where the unowned search is not restricting its > results to only tickets that are in queues the user has the see ticket > permission for. This is causing the unowned ticket list to not display any > tickets in the rt at a glance page if another queue has 10 more recent > unowned tickets in it. It affects any search in rt for example If you search > for something in the quick search you get it saying that 5 tickets matched > the search but only displaying 1 ticket in the list because 4 of the tickets > would be in queues for which the user has no permission to see tickets. > > I have gone through global permissions and queue permissions trying to > figure out how I can control this behaviour but not have not been > successful. The 'see queue' and 'show tickets' permission are only set on a > per queue basis to the group that is working on that queue. I think I must > have broken something though in setting up my permissions as I don't > remember this being the initial behaviour of the unowned tickets search. > > Thanks for any help. > > -- > John Habermann > Internet Programmer, System Administrator > The Wilderness Society Inc > http://www.wilderness.org.au > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -------------- next part -------------- An HTML attachment was scrubbed... URL: From john.habermann at wilderness.org.au Tue May 12 22:05:47 2009 From: john.habermann at wilderness.org.au (john habermann) Date: Wed, 13 May 2009 12:05:47 +1000 Subject: [rt-users] how to stop search displaying tickets the user doesn't have permission to see in the results In-Reply-To: <8a5c3dac0905121718k5f071d7bved6c2d1977e58f3a@mail.gmail.com> References: <8a5c3dac0905121718k5f071d7bved6c2d1977e58f3a@mail.gmail.com> Message-ID: Thanks for your reply Bill I think I hadn't noticed this "feature" before because I only had a couple of people using it but had just added a new user who forwarded a large number of emails to her queue in rt so that when I next looked at my default RT page my unowned tickets had disappeared. I did find this thread though http://www.gossamer-threads.com/lists/rt/users/80043?search_string=unownedsearch;#80043 which seemed to indicate that people shouldn't see tickets in their unowned list if those tickets where in queues they didn't have permission to see. Other emails seemed to indicate that if you only had the 'Show Ticket' and 'See Queue' permission set on a per queue basis then you should just be seeing unowned tickets from your queues. I wonder if this is something new in rt 3.8? On Wed, May 13, 2009 at 10:18 AM, William Graboyes < william.graboyes at theportalgrp.com> wrote: > Howdy John, > > From my understanding this is a "feature" of RT, There isn't much one can > do about it, the settings aren't granular enough to cover what a single user > has the right to see, high up on my wish list is something along the lines > of what you are looking for, I would love to be able to limit users to > viewing only tickets in a certian queue, or even better as we run an "open" > system here, the ability to say this user can only view his tickets. But > dreams are dreams, and when you are like me, and I am not a perl coding > maven, there isn't much you can do about it. > > Bill Graboyes > > > > On Tue, May 12, 2009 at 5:05 PM, john habermann < > john.habermann at wilderness.org.au> wrote: > >> Hi >> >> I am having a problem where the unowned search is not restricting its >> results to only tickets that are in queues the user has the see ticket >> permission for. This is causing the unowned ticket list to not display any >> tickets in the rt at a glance page if another queue has 10 more recent >> unowned tickets in it. It affects any search in rt for example If you search >> for something in the quick search you get it saying that 5 tickets matched >> the search but only displaying 1 ticket in the list because 4 of the tickets >> would be in queues for which the user has no permission to see tickets. >> >> I have gone through global permissions and queue permissions trying to >> figure out how I can control this behaviour but not have not been >> successful. The 'see queue' and 'show tickets' permission are only set on a >> per queue basis to the group that is working on that queue. I think I must >> have broken something though in setting up my permissions as I don't >> remember this being the initial behaviour of the unowned tickets search. >> >> Thanks for any help. >> >> -- >> John Habermann >> Internet Programmer, System Administrator >> The Wilderness Society Inc >> http://www.wilderness.org.au >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> > > -- John Habermann Internet Programmer, System Administrator The Wilderness Society Inc http://www.wilderness.org.au -------------- next part -------------- An HTML attachment was scrubbed... URL: From john.habermann at wilderness.org.au Tue May 12 22:40:26 2009 From: john.habermann at wilderness.org.au (john habermann) Date: Wed, 13 May 2009 12:40:26 +1000 Subject: [rt-users] how to stop search displaying tickets the user doesn't have permission to see in the results In-Reply-To: <8a5c3dac0905121718k5f071d7bved6c2d1977e58f3a@mail.gmail.com> References: <8a5c3dac0905121718k5f071d7bved6c2d1977e58f3a@mail.gmail.com> Message-ID: I have just found what appears to be a solution for this problem enabling the UseSQLForACLChecks in your RT_SiteConfig.pm . Once I enabled this the unowned search now displays only tickets that the user has permission to see and any searches you run in simple search will return a result that matches tickets that you have permission to see. The option does warn about possible performance issues so will see whether I notice any impact on the system. I am using rt 3.8.2 and mysql 5.0. cheers John On Wed, May 13, 2009 at 10:18 AM, William Graboyes < william.graboyes at theportalgrp.com> wrote: > Howdy John, > > From my understanding this is a "feature" of RT, There isn't much one can > do about it, the settings aren't granular enough to cover what a single user > has the right to see, high up on my wish list is something along the lines > of what you are looking for, I would love to be able to limit users to > viewing only tickets in a certian queue, or even better as we run an "open" > system here, the ability to say this user can only view his tickets. But > dreams are dreams, and when you are like me, and I am not a perl coding > maven, there isn't much you can do about it. > > Bill Graboyes > > > > On Tue, May 12, 2009 at 5:05 PM, john habermann < > john.habermann at wilderness.org.au> wrote: > >> Hi >> >> I am having a problem where the unowned search is not restricting its >> results to only tickets that are in queues the user has the see ticket >> permission for. This is causing the unowned ticket list to not display any >> tickets in the rt at a glance page if another queue has 10 more recent >> unowned tickets in it. It affects any search in rt for example If you search >> for something in the quick search you get it saying that 5 tickets matched >> the search but only displaying 1 ticket in the list because 4 of the tickets >> would be in queues for which the user has no permission to see tickets. >> >> I have gone through global permissions and queue permissions trying to >> figure out how I can control this behaviour but not have not been >> successful. The 'see queue' and 'show tickets' permission are only set on a >> per queue basis to the group that is working on that queue. I think I must >> have broken something though in setting up my permissions as I don't >> remember this being the initial behaviour of the unowned tickets search. >> >> Thanks for any help. >> >> -- >> John Habermann >> Internet Programmer, System Administrator >> The Wilderness Society Inc >> http://www.wilderness.org.au >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> > > -- John Habermann Internet Programmer, System Administrator The Wilderness Society Inc http://www.wilderness.org.au -------------- next part -------------- An HTML attachment was scrubbed... URL: From hanane.ourdani at gmail.com Wed May 13 05:08:32 2009 From: hanane.ourdani at gmail.com (hanane ourdani) Date: Wed, 13 May 2009 09:08:32 +0000 Subject: [rt-users] how to add an hour in request tracker time Message-ID: hello: on summer we have to add an hour on request tracker, please can you tell me how can i do this and if there are an impact to the old tickets. thank you -------------- next part -------------- An HTML attachment was scrubbed... URL: From terence at deeproot.co.in Wed May 13 05:26:12 2009 From: terence at deeproot.co.in (Terence Monteiro) Date: Wed, 13 May 2009 14:56:12 +0530 Subject: [rt-users] how to add an hour in request tracker time In-Reply-To: References: Message-ID: <20090513092612.GD6905@deeproot.co.in> On Wed, May 13, 2009 at 09:08:32AM +0000, hanane ourdani wrote: > hello: > > on summer we have to add an hour on request tracker, please can you tell me > how can i do this and if there are an impact to the old tickets. You seem to be talking about daylight saving time. Setting your RT server timezone correctly in RT_SiteConfig.pm should do the trick. If your server timezone is correct and you are accessing the application in the same timezone, all users will see the correct created, last updated timestamps for tickets, new and old. -- Regards, Terence. http://www.deeproot.in Ph: +91 (80) 4089 0000 From otdmunka at gmail.com Wed May 13 06:42:28 2009 From: otdmunka at gmail.com (=?ISO-8859-1?Q?D=E1niel_Omaisz=2DTak=E1cs?=) Date: Wed, 13 May 2009 12:42:28 +0200 Subject: [rt-users] Ticket history name format change Message-ID: <3969058e0905130342r149b55cas97772b3f38b6acec@mail.gmail.com> Hi all, please help me, i need to change the username format in the ticket history to display not the username but the realname instead! For example: I have the users with random login chars: S2ttkt is Adam Kovacs S2ttkt - Ticket 44: Correspondence added to Adam Kovacs - Ticket 44: Correspondence added I tried changeing the Set($UsernameFormat to RealName, Verbose etc but nothing seams to modify the transaction creators name display format. Thankyou in forward! From ruslan.zakirov at gmail.com Wed May 13 07:27:38 2009 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Wed, 13 May 2009 15:27:38 +0400 Subject: [rt-users] Changing mail content in action module In-Reply-To: <4A099688.6060000@patronas.de> References: <4A099688.6060000@patronas.de> Message-ID: <589c94400905130427u4616ae71u480af3d9c538a730@mail.gmail.com> On Tue, May 12, 2009 at 7:32 PM, Bastian Ballmann wrote: > Hi list, > > I've programmed my own action module to create tickets from > forwarded mails. > > Therefore I scan from and subject headers in all attachments > and set the ticket's requestor to the original mail from and the > subject to the original subject. > > Now I would like to also set the tickets content to the > original content of the forwarded mail but I cannot find > a way to do so. > > I have to set the $Transaction->Content before applying > the template "Autoreply" and I know the Prepare method > must be overwritten to do so, but if I change > $self->TransactionObj->{'message'}->{'items'}->[0]->{'values'}->{'content'} > it wont have any effect and I cannot find a set-method for > the property Content of the transaction object. > > Any hint / advice? > Greets & have a nice day! :) If you create a new ticket then you should pass MIME object to Create method in RT::Ticket. The same applies to transactions. You should provide everything you need during create, actually creating transactions manually is not good choice cuz they are created automatically when you change a ticket using its methods. > > Basti > > -- > Bastian Ballmann -- Best regards, Ruslan. From ruslan.zakirov at gmail.com Wed May 13 09:51:37 2009 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Wed, 13 May 2009 17:51:37 +0400 Subject: [rt-users] Ticket history name format change In-Reply-To: <3969058e0905130342r149b55cas97772b3f38b6acec@mail.gmail.com> References: <3969058e0905130342r149b55cas97772b3f38b6acec@mail.gmail.com> Message-ID: <589c94400905130651w514b9259l592cf9cdb8773ba4@mail.gmail.com> It's not covered by format option. Look into Transaction_Overlay.pm, there is a big hash with descriptions. 2009/5/13 D?niel Omaisz-Tak?cs : > Hi all, please help me, i need to change the username format in the > ticket history to display not the username but the realname instead! > For example: > I have the users with random login chars: > S2ttkt is Adam Kovacs > > S2ttkt - Ticket 44: Correspondence added > to > Adam Kovacs - Ticket 44: Correspondence added > > I tried changeing the Set($UsernameFormat to RealName, Verbose etc but > nothing seams to modify the transaction creators name display format. > > Thankyou in forward! > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Best regards, Ruslan. From echatham at broadvox.net Wed May 13 12:14:28 2009 From: echatham at broadvox.net (Eric Chatham) Date: Wed, 13 May 2009 12:14:28 -0400 Subject: [rt-users] Installing and Using ExternalAuth In-Reply-To: <4ABA3E162F60624A949503A7F960245EB111C953B8@CLEHBEXMS01.broadvox.local> References: <4ABA3E162F60624A949503A7F960245EB11299B0C3@CLEHBEXMS01.broadvox.local><589c94400905111441w1b22676cpbb63e49922acdaf1@mail.gmail.com> <4ABA3E162F60624A949503A7F960245EB11299B0FA@CLEHBEXMS01.broadvox.local> <7DC08293B3E4A24BB1FEB61A90FC367B0226E16A@scmail-00.minervanetworks.com> <4ABA3E162F60624A949503A7F960245EB111C953B8@CLEHBEXMS01.broadvox.local> Message-ID: <4ABA3E162F60624A949503A7F960245EB11299B70C@CLEHBEXMS01.broadvox.local> Hello All, I am trying to install the current PM for RT::Authen::ExternalAuth PM from CPAN. I am using the wiki.bestpractical guide for the installation. http://wiki.bestpractical.com/view/ExternalAuth I am stuck at the point where it is asking me to enter the path to the RT PM. I tried looking up RT.pm in the system and using the path to it in the Makefile.PL portion, but it is not taking. I also tried copying the RT.pm to one of the selections in the Makefile.PL answer prompt to no avail. Please assist in any way possible. I tried both the cpan install and manual installation. I am stuck at both places with the Makefile.PL script. Thank you greatly. :) Examples: [root@ ~ RT-Authen-ExternalAuth-0.08]# find / -name RT.pm /usr/lib/perl5/vendor_perl/5.8.8/RT/RT.pm /usr/lib/perl5/vendor_perl/5.8.8/i386-linux-thread-multi/Net/DNS/RR/RT.pm /usr/lib/perl5/vendor_perl/5.8.8/RT.pm [root@ ~ RT-Authen-ExternalAuth-0.08]# cp /usr/lib/perl5/vendor_perl/5.8.8/RT.pm /usr/lib/perl5/vendor_perl/5.8.8/RT [root@ ~ RT-Authen-ExternalAuth-0.08]# perl Makefile.PL Cannot determine perl version info from lib/RT/Authen/ExternalAuth.pm Cannot determine author info from lib/RT/Authen/ExternalAuth.pm Cannot determine license info from lib/RT/Authen/ExternalAuth.pm Cannot find the location of RT.pm that defines $RT::LocalPath in: inc /usr/lib/perl5/site_perl/5.8.8/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.7/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.6/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.5/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.8 /usr/lib/perl5/site_perl/5.8.7 /usr/lib/perl5/site_perl/5.8.6 /usr/lib/perl5/site_perl/5.8.5 /usr/lib/perl5/site_perl /usr/lib/perl5/vendor_perl/5.8.8/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.7/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.6/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.5/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.8 /usr/lib/perl5/vendor_perl/5.8.7 /usr/lib/perl5/vendor_perl/5.8.6 /usr/lib/perl5/vendor_perl/5.8.5 /usr/lib/perl5/vendor_perl /usr/lib/perl5/5.8.8/i386-linux-thread-multi /usr/lib/perl5/5.8.8 . /opt/rt3/lib /opt/lib/rt3 /opt/lib /usr/local/rt3/lib /usr/local/lib/rt3 /usr/local/lib /home/rt3/lib /home/lib/rt3 /home/lib /usr/rt3/lib /usr/lib/rt3 /usr/lib /sw/rt3/lib /sw/lib/rt3 /sw/lib Path to your RT.pm: /usr/lib/perl5/vendor_perl/5.8.8/ Cannot find the location of RT.pm that defines $RT::LocalPath in: inc /usr/lib/perl5/site_perl/5.8.8/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.7/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.6/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.5/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.8 /usr/lib/perl5/site_perl/5.8.7 /usr/lib/perl5/site_perl/5.8.6 /usr/lib/perl5/site_perl/5.8.5 /usr/lib/perl5/site_perl /usr/lib/perl5/vendor_perl/5.8.8/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.7/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.6/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.5/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.8 /usr/lib/perl5/vendor_perl/5.8.7 /usr/lib/perl5/vendor_perl/5.8.6 /usr/lib/perl5/vendor_perl/5.8.5 /usr/lib/perl5/vendor_perl /usr/lib/perl5/5.8.8/i386-linux-thread-multi /usr/lib/perl5/5.8.8 . /opt/rt3/lib /opt/lib/rt3 /opt/lib /usr/local/rt3/lib /usr/local/lib/rt3 /usr/local/lib /home/rt3/lib /home/lib/rt3 /home/lib /usr/rt3/lib /usr/lib/rt3 /usr/lib /sw/rt3/lib /sw/lib/rt3 /sw/lib /usr/lib/perl5/vendor_perl/5.8.8/ /usr/lib/perl5/vendor_perl/5.8.8//rt3/lib /usr/lib/perl5/vendor_perl/5.8.8//lib/rt3 /usr/lib/perl5/vendor_perl/5.8.8//lib Path to your RT.pm: CONFIDENTIAL. This e-mail and any attached files are confidential and should be destroyed and/or returned if you are not the intended and proper recipient. From kfcrocker at lbl.gov Wed May 13 12:48:06 2009 From: kfcrocker at lbl.gov (Ken Crocker) Date: Wed, 13 May 2009 09:48:06 -0700 Subject: [rt-users] RT Question on adding users Message-ID: <4A0AF9C6.80604@lbl.gov> To any and all, I've asked this question before, but perhaps I didn't word it so it made any sense. When we add a 'CC' on any correspondance thru a ticket, we find that if the user is */not/* an RT User, as long as they pass the LDAP test, they get added, with their email address as their Id (NAME field). First question is: How do we get RT to drop the '@xxx.xxx' from the Id is uses for "NAME" on the USER Table. Secondly, how do we get RT to add a 'CC' to the USER table as an "unprivileged" user if they do NOT pass the LDAP test? Thank you in advance. This one has us confused. Hopefully, it's just a configuration thing. 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URL: From rtusers-20090205 at billmail.scconsult.com Wed May 13 15:02:30 2009 From: rtusers-20090205 at billmail.scconsult.com (Bill Cole) Date: Wed, 13 May 2009 15:02:30 -0400 Subject: [rt-users] Installing and Using ExternalAuth In-Reply-To: <4ABA3E162F60624A949503A7F960245EB11299B70C@CLEHBEXMS01.broadvox.local> References: <4ABA3E162F60624A949503A7F960245EB11299B0C3@CLEHBEXMS01.broadvox.local><589c94400905111441w1b22676cpbb63e49922acdaf1@mail.gmail.com> <4ABA3E162F60624A949503A7F960245EB11299B0FA@CLEHBEXMS01.broadvox.local> <7DC08293B3E4A24BB1FEB61A90FC367B0226E16A@scmail-00.minervanetworks.com> <4ABA3E162F60624A949503A7F960245EB111C953B8@CLEHBEXMS01.broadvox.local> <4ABA3E162F60624A949503A7F960245EB11299B70C@CLEHBEXMS01.broadvox.local> Message-ID: <4A0B1946.3000609@billmail.scconsult.com> Eric Chatham wrote, On 5/13/09 12:14 PM: > Hello All, > > I am trying to install the current PM for RT::Authen::ExternalAuth PM > from CPAN. I am using the wiki.bestpractical guide for the > installation. > > http://wiki.bestpractical.com/view/ExternalAuth See the "Versions" note on that page. In another post, you say you are installing RT 3.6.6, but below it looks like you are trying to install RT::Authen::ExternalAuth 0.08. That won't work. I'm not sure that it is the source of your current issue, but you should get compatible versions before proceeding. > > I am stuck at the point where it is asking me to enter the path to the RT > PM. I tried looking up RT.pm in the system and using the path to it in > the Makefile.PL portion, but it is not taking. I also tried copying the > RT.pm to one of the selections in the Makefile.PL answer prompt to no > avail. Please assist in any way possible. I tried both the cpan install > and manual installation. I am stuck at both places with the Makefile.PL > script. Thank you greatly. :) > > Examples: > > [root@ ~ RT-Authen-ExternalAuth-0.08]# find / -name RT.pm > /usr/lib/perl5/vendor_perl/5.8.8/RT/RT.pm > /usr/lib/perl5/vendor_perl/5.8.8/i386-linux-thread-multi/Net/DNS/RR/RT.pm > /usr/lib/perl5/vendor_perl/5.8.8/RT.pm Obviously the second one is not the right RT.pm It, but the others are also in very odd places for RT.pm. Typically RT's perl modules are NOT installed under the general-use perl directory tree, but in a distinct directory such as /opt/rt3/. The specific layout is defined as part of the build/install process, and results in the various paths being defined in the RT.pm that gets installed. If you start moving parts of RT around after installation, you will break it. > [root@ ~ RT-Authen-ExternalAuth-0.08]# cp /usr/lib/perl5/vendor_perl/5.8.8/RT.pm /usr/lib/perl5/vendor_perl/5.8.8/RT > [root@ ~ RT-Authen-ExternalAuth-0.08]# perl Makefile.PL > Cannot determine perl version info from lib/RT/Authen/ExternalAuth.pm > Cannot determine author info from lib/RT/Authen/ExternalAuth.pm > Cannot determine license info from lib/RT/Authen/ExternalAuth.pm > Cannot find the location of RT.pm that defines $RT::LocalPath in: inc /usr/lib/perl5/site_perl/5.8.8/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.7/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.6/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.5/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.8 /usr/lib/perl5/site_perl/5.8.7 /usr/lib/perl5/site_perl/5.8.6 /usr/lib/perl5/site_perl/5.8.5 /usr/lib/perl5/site_perl /usr/lib/perl5/vendor_perl/5.8.8/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.7/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.6/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.5/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.8 /usr/lib/perl5/vendor_perl/5.8.7 /usr/lib/perl5/vendor_perl/5.8.6 /usr/lib/perl5/vendor_perl/5.8.5 /usr/lib/perl5/vendor_perl /usr/lib/perl5/5.8.8/i386-linux-thread-multi /usr/lib/perl5/5.8.8 . /opt/rt3/lib /opt/lib/rt3 /opt/lib /usr/local/rt3/lib /usr/local/lib/rt3 /usr/local/lib /home/ rt3/lib /home/lib/rt3 /home/lib /usr/rt3/lib /usr/lib/rt3 /usr/lib /sw/rt3/lib /sw/lib/rt3 /sw/lib > Path to your RT.pm: /usr/lib/perl5/vendor_perl/5.8.8/ > Cannot find the location of RT.pm that defines $RT::LocalPath in: inc /usr/lib/perl5/site_perl/5.8.8/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.7/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.6/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.5/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.8 /usr/lib/perl5/site_perl/5.8.7 /usr/lib/perl5/site_perl/5.8.6 /usr/lib/perl5/site_perl/5.8.5 /usr/lib/perl5/site_perl /usr/lib/perl5/vendor_perl/5.8.8/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.7/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.6/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.5/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.8 /usr/lib/perl5/vendor_perl/5.8.7 /usr/lib/perl5/vendor_perl/5.8.6 /usr/lib/perl5/vendor_perl/5.8.5 /usr/lib/perl5/vendor_perl /usr/lib/perl5/5.8.8/i386-linux-thread-multi /usr/lib/perl5/5.8.8 . /opt/rt3/lib /opt/lib/rt3 /opt/lib /usr/local/rt3/lib /usr/local/lib/rt3 /usr/local/lib /home/ rt3/lib /home/lib/rt3 /home/lib /usr/rt3/lib /usr/lib/rt3 /usr/lib /sw/rt3/lib /sw/lib/rt3 /sw/lib /usr/lib/perl5/vendor_perl/5.8.8/ /usr/lib/perl5/vendor_perl/5.8.8//rt3/lib /usr/lib/perl5/vendor_perl/5.8.8//lib/rt3 /usr/lib/perl5/vendor_perl/5.8.8//lib > Path to your RT.pm: 3 possibilities: 1. This is because of the version mismatch. 2. That RT.pm is not the RT.pm you are looking for, i.e. it is not the top-level module for Request Tracker. 3. That RT.pm is not readable by the install process. (one might achieve such an oddity with something like SELinux) From falcone at bestpractical.com Wed May 13 16:12:32 2009 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 13 May 2009 16:12:32 -0400 Subject: [rt-users] RT Question on adding users In-Reply-To: <4A0AF9C6.80604@lbl.gov> References: <4A0AF9C6.80604@lbl.gov> Message-ID: <49DECA0D-CB86-4BB7-949F-75270CCF576B@bestpractical.com> On May 13, 2009, at 12:48 PM, Ken Crocker wrote: > To any and all, > > > I've asked this question before, but perhaps I didn't word it so > it made any sense. When we add a 'CC' on any correspondance thru a > ticket, we find that if the user is not an RT User, as long as they > pass the LDAP test, they get added, with their email address as > their Id (NAME field). First question is: > > How do we get RT to drop the '@xxx.xxx' from the Id is uses for > "NAME" on the USER Table. You can use RT::User::CanonicalizeUserInfo to munge the Name, assuming you're not using RT::Authen::ExternalAuth which already overrides this. > Secondly, how do we get RT to add a 'CC' to the USER table as an > "unprivileged" user if they do NOT pass the LDAP test? You don't say how you're doing LDAP auth so answering this is hard. If you're using RT::Authen::ExternalAuth you want to check your setting of AutoCreateNonExternalUsers -kevin From kfcrocker at lbl.gov Wed May 13 17:18:21 2009 From: kfcrocker at lbl.gov (Ken Crocker) Date: Wed, 13 May 2009 14:18:21 -0700 Subject: [rt-users] RT Question on adding users In-Reply-To: <49DECA0D-CB86-4BB7-949F-75270CCF576B@bestpractical.com> References: <4A0AF9C6.80604@lbl.gov> <49DECA0D-CB86-4BB7-949F-75270CCF576B@bestpractical.com> Message-ID: <4A0B391D.5000106@lbl.gov> Kevin, Thank you so much for answering. I looked through our RT_Config.pm file and did not see any reference to either "RT::User::CanonicalizeUserInfo" or "RT::Authen::ExternalAuth". Where do I find them and how do I set them? Our current applicable LDAP settings (in RT_SiteConfig.pm) are as follows: * *Set($AuthMethods, ['LDAP', 'Internal']);* * *Set($LdapExternalAuth, 1);* * *Set($LdapExternalInfo, 1);* * *Set($LdapAutoCreateNonLdapUsers, 0);* * *Set($LdapAttrMap, {'Name' => 'uid',* * 'EmailAddress' => 'mail',* * 'Organization' => 'o',* * 'RealName' => 'cn',* * 'ExternalContactInfoId' => 'dn',* * 'ExternalAuthId' => 'lblempnum',* * 'Gecos' => 'uid',* * 'WorkPhone' => 'telephonenumber',* * 'Address1' => 'lblmailstop',* * 'Address2' => 'postaladdress'}* * );* * *Set($LdapRTAttrMatchList, ['ExternalContactInfoId', 'Name', 'EmailAddress', 'RealName', 'ExternalAuthId', 'WorkPhone', 'Address2']);* * *Set($LdapEmailAttrMatchList, ['uid']);* * *Set($LdapEmailAttrMatchPrefix, [''] );* * *Set($LdapTLS, 1);* * *Set($LdapSSLVersion, 3)*; Do I have all the LDAP settings I need? Do I need to add one? Change one? THANK you! Kenn LBNL On 5/13/2009 1:12 PM, Kevin Falcone wrote: > On May 13, 2009, at 12:48 PM, Ken Crocker wrote: > > >> To any and all, >> >> >> I've asked this question before, but perhaps I didn't word it so >> it made any sense. When we add a 'CC' on any correspondance thru a >> ticket, we find that if the user is not an RT User, as long as they >> pass the LDAP test, they get added, with their email address as >> their Id (NAME field). First question is: >> >> How do we get RT to drop the '@xxx.xxx' from the Id is uses for >> "NAME" on the USER Table. >> > > You can use RT::User::CanonicalizeUserInfo to munge the Name, assuming > you're > not using RT::Authen::ExternalAuth which already overrides this. > > >> Secondly, how do we get RT to add a 'CC' to the USER table as an >> "unprivileged" user if they do NOT pass the LDAP test? >> > > You don't say how you're doing LDAP auth so answering this is hard. > > If you're using RT::Authen::ExternalAuth you want to check your > setting of > AutoCreateNonExternalUsers > > -kevin > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From david.hobley at mionegroup.com Wed May 13 18:53:15 2009 From: david.hobley at mionegroup.com (David Hobley) Date: Thu, 14 May 2009 08:53:15 +1000 (EST) Subject: [rt-users] RT-External-Auth debugging? In-Reply-To: <4A0971F3.5020907@jennic.com> Message-ID: <9291370.300971242255195244.JavaMail.root@mail.onegrp.com> ----- Original Message ----- From: "Mike Peachey" To: "David Hobley" Cc: "Ruslan Zakirov" , rt-users at lists.bestpractical.com Sent: Tuesday, May 12, 2009 10:56:19 PM GMT +10:00 Brisbane Subject: Re: [rt-users] RT-External-Auth debugging? Tue 12 May 2009 13:49:03 GMT David Hobley wrote: > > I have the following in my RT_SiteConfig.pm, so I thought I had it all > configured: > > # Set up any Plugins > Set(@Plugins, qw(Extension::QuickDelete)); > Set(@Plugins, qw(RT::Authen::ExternalAuth)); > Set(@Plugins, qw(RT::FM)); You are overriding the @Plugins array twice. Replace these three lines with: Set(@Plugins, qw(Extension::QuickDelete RT::Authen::ExternalAuth RT::FM)); That fixed it - thanks Mike (& Ruslan) appreciate your responses. Cheers, David -------------- next part -------------- An HTML attachment was scrubbed... URL: From mhoover at thectogroup.com Wed May 13 20:58:20 2009 From: mhoover at thectogroup.com (Matt Hoover) Date: Wed, 13 May 2009 17:58:20 -0700 Subject: [rt-users] Query Builder search on Told In-Reply-To: <996ab0890904282322u336d54e0v86fbfa6bf63a77fd@mail.gmail.com> References: <996ab0890904242322l6798e930qd39b21cfac28ccde@mail.gmail.com> <0938ACD2-CFB2-47CE-B444-0D3F0860682D@netconsonance.com> <996ab0890904282322u336d54e0v86fbfa6bf63a77fd@mail.gmail.com> Message-ID: <996ab0890905131758v4422b73y81b1705c3d91f36e@mail.gmail.com> Let me hit this up again. Is there a way to do this via an overlay? I also saw a FromSQL file that looked promising... To refresh everyone - I need to be able to enter to query in advanced query something like: ( Status = 'open' OR Status = 'new' ) AND ( Owner = '__CurrentUser__' ) AND ( Starts < 'today' ) AND ( ( 'CF.{Type of work}' = 'Standard Work' ) OR ( 'CF.{Type of work}' = 'Engineering work required' ) ) AND Told IS NULL that last piece is not working for me.... "Told IS NULL" Help :) Thanks! Matt On Tue, Apr 28, 2009 at 11:22 PM, Matt Hoover wrote: > Joe- > Thanks for the recommendation :) I am pretty familiar with SQL. My > question surrounds the RT QUERY BUILDER INTERFACE. I am not able to get > these correct sql queries around "NULL" to work in the query builder. Try > what you think will work in query builder. I have not been able to make it > work. > > Trying something like: (except in query builder) > SELECT * FROM Tickets WHERE Told IS NULL AND STATUS != 'Resolved' .... > > Is there any way to pull this from the Query Builder interface? I would > like my users to be able to run this.... Thanks > > Matt > > > On Mon, Apr 27, 2009 at 9:17 AM, Jo Rhett wrote: > >> This is a very basic SQL question. You need to go get a good book on >> SQL. I recommend the pink book. (you'll understand when you see it) >> To answer your question: IS NULL not = NULL. But please don't take my >> answer and fail to purchase a good book on SQL. >> >> On Apr 24, 2009, at 11:22 PM, Matt Hoover wrote: >> >> In query builder - how do I search on dates that are NULL? I have tried >> Told = NULL and lots of other combinations... We are using RT 3.81 >> >> Thanks >> >> Matt >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> >> >> -- >> Jo Rhett >> Net Consonance : consonant endings by net philanthropy, open source and >> other randomness >> >> >> >> > -------------- next part -------------- An HTML attachment was scrubbed... URL: From jchome at jc-ix.net Thu May 14 03:53:57 2009 From: jchome at jc-ix.net (Frederic Jaeckel) Date: Thu, 14 May 2009 09:53:57 +0200 Subject: [rt-users] rt-3.8.1 is broken Message-ID: <20090514095357.0333c415@pc30b.int.bfk.de> Hi there, I just updated my NetBSD system from 4.0 to 5.0. During this my rt broke into pieces. I don't get whats wrong and the Stacktraces are indiscriptive. I reinstalled all perl modules inclusive all rt packages and nothing helps. The site loads, the login prompt is there, but no CSS is loaded. rt-mailgate also prints errors, but this could be a different problem. The error messages appearing in the logfile: ######################################################### [Thu May 14 07:48:40 2009] [debug]: RT's GnuPG libraries couldn't successfully read your configured GnuPG home directory (/var/spool/rt3/data/gpg). PGP support has been disabled (/usr/pkg/lib/rt3/RT/Config.pm:276) Trace begun at /usr/pkg/lib/rt3/RT.pm line 289 Log::Dispatch::__ANON__('Log::Dispatch=HASH(0x7f7ff37d5ac8)', 'RT\'s GnuPG libraries couldn\'t successfully read your configured GnuPG home directory (/var/spool/rt3/data/gpg). PGP support has been disabled') called at /usr/pkg/lib/rt3/RT/Config.pm line 276 RT::Config::__ANON__('RT::Config=HASH(0x7f7ff6c3bca8)', 'homedir', '/var/spool/rt3/data/gpg') called at /usr/pkg/lib/rt3/RT/Config.pm line 463 RT::Config::PostLoadCheck('RT::Config=HASH(0x7f7ff6c3bca8)') called at /usr/pkg/lib/rt3/RT.pm line 191 RT::Init at /usr/pkg/bin/webmux.pl line 144 RT::Mason::handler('Apache2::RequestRec=SCALAR(0x7f7ff2361a20)') called at -e line 0 eval {...} at -e line 0 [Thu May 14 07:48:40 2009] [crit]: no such exception class HTML::Mason::Exception::Abort at /usr/pkg/lib/perl5/vendor_perl/5.10.0/HTML/Mason/Exceptions.pm line 113. Stack: [/usr/pkg/lib/perl5/vendor_perl/5.10.0/HTML/Mason/Request.pm:628] [/usr/pkg/lib/perl5/vendor_perl/5.10.0/HTML/Mason/Request.pm:642] [/usr/pkg/lib/perl5/vendor_perl/5.10.0/HTML/Mason/Request.pm:506] (/usr/pkg/bin/webmux.pl:150) Trace begun at /usr/pkg/lib/rt3/RT.pm line 289 Log::Dispatch::__ANON__('Log::Dispatch=HASH(0x7f7ff37d5ac8)', '') called at /usr/pkg/bin/webmux.pl line 150 RT::Mason::handler('Apache2::RequestRec=SCALAR(0x7f7ff2361a20)') called at -e line 0 eval {...} at -e line 0 ######################################################### I would be pleased if someone could help me. best regards, Frederic Jaeckel -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 197 bytes Desc: not available URL: From jchome at jc-ix.net Thu May 14 04:19:07 2009 From: jchome at jc-ix.net (Frederic Jaeckel) Date: Thu, 14 May 2009 10:19:07 +0200 Subject: [rt-users] rt-3.8.1 is broken In-Reply-To: <20090514095357.0333c415@pc30b.int.bfk.de> References: <20090514095357.0333c415@pc30b.int.bfk.de> Message-ID: <20090514101907.16ae24be@pc30b.int.bfk.de> Sorry for disturbing, it's a bug in NetBSDs HTML::Mason. I'm going to fix that in NetBSD. Thanks for your thougts. regards, Frederic Jaeckel On Thu, 14 May 2009 09:53:57 +0200 Frederic Jaeckel wrote: > Hi there, > > I just updated my NetBSD system from 4.0 to 5.0. During this my rt > broke into pieces. > I don't get whats wrong and the Stacktraces are indiscriptive. > > I reinstalled all perl modules inclusive all rt packages and nothing > helps. The site loads, the login prompt is there, but no CSS is > loaded. rt-mailgate also prints errors, but this could be a different > problem. > > The error messages appearing in the logfile: > > ######################################################### > [Thu May 14 07:48:40 2009] [debug]: RT's GnuPG libraries couldn't > successfully read your configured GnuPG home directory > (/var/spool/rt3/data/gpg). PGP support has been disabled > (/usr/pkg/lib/rt3/RT/Config.pm:276) Trace begun > at /usr/pkg/lib/rt3/RT.pm line 289 > Log::Dispatch::__ANON__('Log::Dispatch=HASH(0x7f7ff37d5ac8)', 'RT\'s > GnuPG libraries couldn\'t successfully read your configured GnuPG > home directory (/var/spool/rt3/data/gpg). PGP support has been > disabled') called at /usr/pkg/lib/rt3/RT/Config.pm line 276 > RT::Config::__ANON__('RT::Config=HASH(0x7f7ff6c3bca8)', 'homedir', > '/var/spool/rt3/data/gpg') called at /usr/pkg/lib/rt3/RT/Config.pm > line 463 RT::Config::PostLoadCheck('RT::Config=HASH(0x7f7ff6c3bca8)') > called at /usr/pkg/lib/rt3/RT.pm line 191 RT::Init > at /usr/pkg/bin/webmux.pl line 144 > RT::Mason::handler('Apache2::RequestRec=SCALAR(0x7f7ff2361a20)') > called at -e line 0 eval {...} at -e line 0 [Thu May 14 07:48:40 > 2009] [crit]: no such exception class HTML::Mason::Exception::Abort > at /usr/pkg/lib/perl5/vendor_perl/5.10.0/HTML/Mason/Exceptions.pm > line 113. > > Stack: > [/usr/pkg/lib/perl5/vendor_perl/5.10.0/HTML/Mason/Request.pm:628] > [/usr/pkg/lib/perl5/vendor_perl/5.10.0/HTML/Mason/Request.pm:642] > [/usr/pkg/lib/perl5/vendor_perl/5.10.0/HTML/Mason/Request.pm:506] > (/usr/pkg/bin/webmux.pl:150) Trace begun at /usr/pkg/lib/rt3/RT.pm > line 289 > Log::Dispatch::__ANON__('Log::Dispatch=HASH(0x7f7ff37d5ac8)', '') > called at /usr/pkg/bin/webmux.pl line 150 > RT::Mason::handler('Apache2::RequestRec=SCALAR(0x7f7ff2361a20)') > called at -e line 0 eval {...} at -e line 0 > ######################################################### > > I would be pleased if someone could help me. > > best regards, > Frederic Jaeckel From v.wawryk at science-computing.de Thu May 14 04:45:40 2009 From: v.wawryk at science-computing.de (Violetta J. Wawryk) Date: Thu, 14 May 2009 10:45:40 +0200 Subject: [rt-users] open tickets for certain domain-email-adresses In-Reply-To: <4A047E48.9070807@lbl.gov> References: <4A029E69.4090106@science-computing.de> <4A047E48.9070807@lbl.gov> Message-ID: <4A0BDA34.2070902@science-computing.de> Hi Ken, thanks for replying. I will try to describe it more clearly. The RT has different Queues, let's say Queue A and Queue B. We don't want the AdminCCs of queue A to know about the existents of queue B and vice versa. This is possible because we don't allow "Everybody" to "Open Tickets" in the certain Queues, just the group "AdminCCforQueueA" for queue A and group "AdminCCforQueueB" for queue B. Otherwise they could see the Ticket in RT on the top right corner where it says "New Ticket in" (hope you know what I mean). But there are still Requestors for queue B that are not AdminCCs, they will not login to the RT to look at their Tickets. Since they are more than 100 of them, and there EMail addresses end with the same domain name we hoped there would be the possibility of a wild card. So every Requestor that writes to that queue and has that domainname can open a Ticket. I hope this makes it more clear now. Thanks, Violetta Ken Crocker schrieb: > Violetta, > > I can help, but it's still not clear to me what you want. You say you > only want the Admins (I'm assuming here you mean the AdminCc Watcher for > the Queue) to "See the Queue" and then you mention something about the > users "can change it". Change what? If you only want AdminCcs to see the > queue, how do you expect a User to see a ticket and change it. I'm > confused. I can tell you how to set the privileges so that the USers can > create tickets via Email and NOT see the Queue, but I really do not > understand what you're looking for. Please give me a more concise > description of your Queue setup/usage and what you want and then I can > help. > > > Kenn > LBNL -- Vorstand/Board of Management: Dr. Bernd Finkbeiner, Dr. Roland Niemeier, Dr. Arno Steitz, Dr. Ingrid Zech Vorsitzender des Aufsichtsrats/ Chairman of the Supervisory Board: Michel Lepert Sitz/Registered Office: Tuebingen Registergericht/Registration Court: Stuttgart Registernummer/Commercial Register No.: HRB 382196 From ballmann at patronas.de Thu May 14 04:49:55 2009 From: ballmann at patronas.de (Bastian Ballmann) Date: Thu, 14 May 2009 10:49:55 +0200 Subject: [rt-users] Changing mail content in action module In-Reply-To: <589c94400905130427u4616ae71u480af3d9c538a730@mail.gmail.com> References: <4A099688.6060000@patronas.de> <589c94400905130427u4616ae71u480af3d9c538a730@mail.gmail.com> Message-ID: <4A0BDB33.8050703@patronas.de> Hi! Ruslan Zakirov schrieb: > On Tue, May 12, 2009 at 7:32 PM, Bastian Ballmann wrote: > > If you create a new ticket I dont create a new ticket or transaction. I want to modify an existing ticket before template is applied and change it's content. Greets & a sunny day :) Basti -- Bastian Ballmann PATRONAS Financial Systems GmbH Schnewlinstr 4 79098 Freiburg fon +49 (0)761 400688-19 fax +49 (0)761 400688-50 ballmann at patronas.de http://www.patronas.de Amtsgericht Freiburg, HRB 7212 Gesch?ftsf?hrung: Heribert Steuer, Carsten Osswald This e-mail may contain confidential and/or privileged information. If you are not the intended recipient (or have received this e-mail in error) please notify the sender immediately and destroy this e-mail. Any unauthorized copying, disclosure or distribution of the material in this e-mail is strictly forbidden. From roydepp at gmail.com Thu May 14 05:50:34 2009 From: roydepp at gmail.com (Roy Depp) Date: Thu, 14 May 2009 12:50:34 +0300 Subject: [rt-users] Create a reminder for a group/all privilege users - is it possible? Message-ID: Hi, I was wondering if there is a way to create a reminder for a group. Currently the drop down list of a reminder owner is single-select. Is there a way to change it to multi-select? Or add groups into the list? Maybe some way to create a reminder to all privilege users? This will be really useful when all staff need to be notified about an emergency situation and all attention must be focused on a single ticket (i.e. accidents, terrorist attack, etc'). Thanks, Roy. From jchome at jc-ix.net Thu May 14 08:02:29 2009 From: jchome at jc-ix.net (Frederic Jaeckel) Date: Thu, 14 May 2009 14:02:29 +0200 Subject: [rt-users] rt-3.8.1 is broken In-Reply-To: <20090514095357.0333c415@pc30b.int.bfk.de> References: <20090514095357.0333c415@pc30b.int.bfk.de> Message-ID: <20090514140229.4cba274b@pc30b.int.bfk.de> Does anyone has any hint? ;) ######################################################### May 14 14:01:08 jeveran RT: DBD::Pg::st execute failed: could not receive data from server: No such file or directory at /usr/pkg/lib/perl5/vendor_perl/5.10.0/Apache/Session/Store/Postgres.pm line 78. (/usr/pkg/lib/perl5/vendor_perl/5.10.0/Apache/Session/Store/Postgres.pm:78) May 14 14:01:08 jeveran RT: DBD::Pg::st execute failed: could not receive data from server: No such file or directory at /usr/pkg/lib/perl5/vendor_perl/5.10.0/Apache/Session/Store/DBI.pm line 44. (/usr/pkg/lib/perl5/vendor_perl/5.10.0/Apache/Session/Store/DBI.pm:44) May 14 14:01:08 jeveran RT: DBD::Pg::st execute failed: could not receive data from server: No such file or directory at /usr/pkg/lib/perl5/vendor_perl/5.10.0/Apache/Session/Store/DBI.pm line 44. (/usr/pkg/lib/perl5/vendor_perl/5.10.0/Apache/Session/Store/DBI.pm:44) ######################################################### best regards, Frederic Jaeckel -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 197 bytes Desc: not available URL: From odhiambo at gmail.com Thu May 14 08:17:51 2009 From: odhiambo at gmail.com (=?UTF-8?B?T2RoaWFtYm8gIOODr+OCt+ODs+ODiOODsw==?=) Date: Thu, 14 May 2009 15:17:51 +0300 Subject: [rt-users] rt-3.8.1 is broken In-Reply-To: <20090514140229.4cba274b@pc30b.int.bfk.de> References: <20090514095357.0333c415@pc30b.int.bfk.de> <20090514140229.4cba274b@pc30b.int.bfk.de> Message-ID: <991123400905140517k12d19944lff9940daab2015a7@mail.gmail.com> On Thu, May 14, 2009 at 3:02 PM, Frederic Jaeckel wrote: > Does anyone has any hint? ;) > > ######################################################### > May 14 14:01:08 jeveran RT: DBD::Pg::st execute failed: could not receive > data from server: No such file or directory at > /usr/pkg/lib/perl5/vendor_perl/5.10.0/Apache/Session/Store/Postgres.pm line > 78. > (/usr/pkg/lib/perl5/vendor_perl/5.10.0/Apache/Session/Store/Postgres.pm:78) > May 14 14:01:08 jeveran RT: DBD::Pg::st execute failed: could not receive > data from server: No such file or directory at > /usr/pkg/lib/perl5/vendor_perl/5.10.0/Apache/Session/Store/DBI.pm line 44. > (/usr/pkg/lib/perl5/vendor_perl/5.10.0/Apache/Session/Store/DBI.pm:44) > May 14 14:01:08 jeveran RT: DBD::Pg::st execute failed: could not > receive data from server: No such file or directory > at /usr/pkg/lib/perl5/vendor_perl/5.10.0/Apache/Session/Store/DBI.pm > line 44. > (/usr/pkg/lib/perl5/vendor_perl/5.10.0/Apache/Session/Store/DBI.pm:44) > ######################################################### > If you perhaps upgraded perl, then you may get over this by reinstalling the perl modules for RT. make install-deps (or something. I can't remember the actual command) -- Best regards, Odhiambo WASHINGTON, Nairobi,KE +254733744121/+254722743223 _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ "Clothes make the man. Naked people have little or no influence on society." -- Mark Twain -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Thu May 14 09:53:40 2009 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 14 May 2009 09:53:40 -0400 Subject: [rt-users] RT Question on adding users In-Reply-To: <4A0B391D.5000106@lbl.gov> References: <4A0AF9C6.80604@lbl.gov> <49DECA0D-CB86-4BB7-949F-75270CCF576B@bestpractical.com> <4A0B391D.5000106@lbl.gov> Message-ID: <68926EEF-13CF-45B0-99A0-87666E920E60@bestpractical.com> I read the rt-users mailing list, its ok to send mail to just the list, rather than CCing me On May 13, 2009, at 5:18 PM, Ken Crocker wrote: > > Thank you so much for answering. I looked through our > RT_Config.pm file and did not see any reference to either > "RT::User::CanonicalizeUserInfo" This is a method on the RT::User where you can customize what RT does on user creation, you'll need to override and tweak it. It should already be overridden in User_Vendor.pm by the LDAP overlay you're using and you could add changes there. > or "RT::Authen::ExternalAuth". Where do I find them and how do I set > them? This is a perl module that implements LDAP auth, since you didn't tell us your RT version or how you were doing LDAP I had to do some guessing It appears you're using the older overlay method (probably with 3.6) > > Our current applicable LDAP settings (in RT_SiteConfig.pm) are > as follows: > ? Set($AuthMethods, ['LDAP', 'Internal']); > ? Set($LdapExternalAuth, 1); > ? Set($LdapExternalInfo, 1); This variable change name slightly between the Overlay and the formal extension > ? Set($LdapAutoCreateNonLdapUsers, 0); Try changing it to 1, it should let you create users that aren't in LDAP -kevin > ? > Set($LdapAttrMap, {'Name' => 'uid', > > 'EmailAddress' => 'mail', > > 'Organization' => 'o', > > 'RealName' => 'cn', > > 'ExternalContactInfoId' => 'dn', > > 'ExternalAuthId' => 'lblempnum', > > 'Gecos' => 'uid', > > 'WorkPhone' => 'telephonenumber', > > 'Address1' => 'lblmailstop', > > 'Address2' => 'postaladdress'} > > ); > ? Set($LdapRTAttrMatchList, ['ExternalContactInfoId', 'Name', > 'EmailAddress', 'RealName', 'ExternalAuthId', 'WorkPhone', > 'Address2']); > ? Set($LdapEmailAttrMatchList, ['uid']); > ? Set($LdapEmailAttrMatchPrefix, [''] ); > ? Set($LdapTLS, 1); > ? Set($LdapSSLVersion, 3); > Do I have all the LDAP settings I need? Do I need to add one? > Change one? > > THANK you! > > Kenn > LBNL > > On 5/13/2009 1:12 PM, Kevin Falcone wrote: >> >> On May 13, 2009, at 12:48 PM, Ken Crocker wrote: >> >> >>> To any and all, >>> >>> >>> I've asked this question before, but perhaps I didn't word it so >>> it made any sense. When we add a 'CC' on any correspondance thru a >>> ticket, we find that if the user is not an RT User, as long as they >>> pass the LDAP test, they get added, with their email address as >>> their Id (NAME field). First question is: >>> >>> How do we get RT to drop the '@xxx.xxx' from the Id is uses for >>> "NAME" on the USER Table. >>> >> You can use RT::User::CanonicalizeUserInfo to munge the Name, >> assuming >> you're >> not using RT::Authen::ExternalAuth which already overrides this. >> >> >>> Secondly, how do we get RT to add a 'CC' to the USER table as an >>> "unprivileged" user if they do NOT pass the LDAP test? >>> >> You don't say how you're doing LDAP auth so answering this is hard. >> >> If you're using RT::Authen::ExternalAuth you want to check your >> setting of >> AutoCreateNonExternalUsers >> >> -kevin >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> >> From rob.munsch at gmail.com Thu May 14 09:55:30 2009 From: rob.munsch at gmail.com (Rob Munsch) Date: Thu, 14 May 2009 09:55:30 -0400 Subject: [rt-users] Strange Mason error Message-ID: <8fae230c0905140655o3bb213d2qf455e4b2c6fe2508@mail.gmail.com> Hello list, My RT project was stalled for a bit. I went to look how it's been doing... and it isn't. I haven't touched it in a while, so i'm not sure what to trace this back to. I fixed it, but i'd like to know what happened. I'm seeing this in the logs: --- May 14 09:39:29 data postfix/local[4855]: 0C17C4560A4: to=< rt at rt.phillycarshare.org>, relay=local, delay=0.12, delays=0.02/0/0/0.1, dsn=4.3.0, status=deferred (temporary failure. Command output: RT server error. The RT server which handled your email did not behave as expected. It said: mkdir /opt/rt3/var/mason_data/obj/2098779359: Permission denied at /usr/local/share/perl/5.8.8/HTML/Mason/Compiler/ToObject.pm line 107 ) --- ToObject.pm has this code block where line 107 appears, as marked: if (defined $file && !-f $file) { my ($dirname) = dirname($file); if (!-d $dirname) { unlink($dirname) if (-e _); LINE 107 -> push @newfiles, mkpath($dirname, 0, 0775); system_error "Couldn't create directory $dirname: $!" unless -d $dirname; } rmtree($file) if (-d $file); } So, ok, it's lost directory permissions somehow. While i wasn't paying attention to it. How?? How can i figure out what it's trying to write to? Also, i noticed that the "couldn't create!" error is NOT appearing in the logs. > mkdir /opt/rt3/var/mason_data/obj/2098779359: Permission denied in mason_data/ cache and etc are both owned by www-data, but obj is owned by root and in the root group. I'm assuming it must also be accessible by the webserver, but how could this have changed? chowning obj/ back to www-data solved the issue, but i'd like to avoid whatever caused it. Thanks, Rob -- /chown -R us:us /yourbase -------------- next part -------------- An HTML attachment was scrubbed... URL: From echatham at broadvox.net Thu May 14 11:35:59 2009 From: echatham at broadvox.net (Eric Chatham) Date: Thu, 14 May 2009 11:35:59 -0400 Subject: [rt-users] Installing and Using ExternalAuth In-Reply-To: <4A0B1946.3000609@billmail.scconsult.com> References: <4ABA3E162F60624A949503A7F960245EB11299B0C3@CLEHBEXMS01.broadvox.local><589c94400905111441w1b22676cpbb63e49922acdaf1@mail.gmail.com> <4ABA3E162F60624A949503A7F960245EB11299B0FA@CLEHBEXMS01.broadvox.local> <7DC08293B3E4A24BB1FEB61A90FC367B0226E16A@scmail-00.minervanetworks.com> <4ABA3E162F60624A949503A7F960245EB111C953B8@CLEHBEXMS01.broadvox.local> <4ABA3E162F60624A949503A7F960245EB11299B70C@CLEHBEXMS01.broadvox.local> <4A0B1946.3000609@billmail.scconsult.com> Message-ID: <4ABA3E162F60624A949503A7F960245EB112CDB268@CLEHBEXMS01.broadvox.local> -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Bill Cole Sent: Wednesday, May 13, 2009 15:03 To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Installing and Using ExternalAuth > See the "Versions" note on that page. In another post, you say you are > installing RT 3.6.6, but below it looks like you are trying to install > RT::Authen::ExternalAuth 0.08. That won't work. I'm not sure that it is the > source of your current issue, but you should get compatible versions before > proceeding. Thank you for identifying that for me. Yes, I did install RT 3.6.1. I found the tarball for v0.05 at http://www.cpan.org/authors/id/Z/ZO/ZORDRAK/ > Obviously the second one is not the right RT.pm It, but the others are also > in very odd places for RT.pm. Typically RT's perl modules are NOT installed > under the general-use perl directory tree, but in a distinct directory such > as /opt/rt3/. The specific layout is defined as part of the build/install > process, and results in the various paths being defined in the RT.pm that > gets installed. If you start moving parts of RT around after installation, > you will break it. After extracting the file and following the instructions to complete the installation, there were no errors. I also found the documentation for setting the ExternalAuth variables in RT_SiteConfig.PM as well. Examples: [root at clehbrtsrv01 RT-Auth]# ls RT-Authen-ExternalAuth-0.05 RT-Authen-ExternalAuth-0.05.tar.gz [root at clehbrtsrv01 RT-Auth]# cd RT-Authen-ExternalAuth-0.05 [root at clehbrtsrv01 RT-Authen-ExternalAuth-0.05]# ls ChangeLog etc html inc lib LICENSE Makefile.PL MANIFEST META.yml README [root at clehbrtsrv01 RT-Authen-ExternalAuth-0.05]# Makefile.PL -bash: Makefile.PL: command not found [root at clehbrtsrv01 RT-Authen-ExternalAuth-0.05]# perl Makefile.PL Cannot determine perl version info from lib/RT/Authen/ExternalAuth.pm Cannot determine author info from lib/RT/Authen/ExternalAuth.pm Cannot determine license info from lib/RT/Authen/ExternalAuth.pm Using RT configuration from /usr/lib/perl5/vendor_perl/5.8.8/RT.pm: ./etc => /usr/local/rt3/etc/Authen-ExternalAuth ./html => /usr/share/rt3/html ./lib => /usr/local/rt3/lib Cannot determine perl version info from lib/RT/Authen/ExternalAuth.pm Checking if your kit is complete... Looks good Writing Makefile for RT::Authen::ExternalAuth [root at clehbrtsrv01 RT-Authen-ExternalAuth-0.05]# make cp lib/RT/Authen/ExternalAuth.pm blib/lib/RT/Authen/ExternalAuth.pm cp lib/RT/User_Vendor.pm blib/lib/RT/User_Vendor.pm Manifying blib/man3/RT::Authen::ExternalAuth.3pm [root at clehbrtsrv01 RT-Authen-ExternalAuth-0.05]# make install Installing /usr/local/rt3/lib/RT/User_Vendor.pm Installing /usr/local/rt3/lib/RT/Authen/ExternalAuth.pm Installing /usr/local/rt3/man/man3/RT::Authen::ExternalAuth.3pm Writing /usr/local/rt3/man/auto/RT/Authen/ExternalAuth/.packlist Appending installation info to /usr/local/rt3/lib/perllocal.pod Installing /usr/local/rt3/etc/Authen-ExternalAuth/RT_SiteConfig.pm Installing /usr/share/rt3/html/Callbacks/ExternalAuth/autohandler/Auth [root at clehbrtsrv01 RT-Authen-ExternalAuth-0.05]# > 3 possibilities: > > 1. This is because of the version mismatch. > 2. That RT.pm is not the RT.pm you are looking for, i.e. it is not the > top-level module for Request Tracker. > 3. That RT.pm is not readable by the install process. (one might achieve > such an oddity with something like SELinux) Speaking of SELinux, the instructions I followed say to "disable" this. Does it matter if I chose the "permissive" level? Also, I saw a question asked earlier on the mailing list. Is there a way to integrate both LDAP and non-LDAP? > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Ken Crocker > Sent: Monday, May 11, 2009 18:58 > To: rt Users > Subject: [rt-users] Add User question > > To any and all, > > > I want to set my RT Configuration to allow non-LDAP Users and LDAP > Users alike to be added as "Unprivileged" users when they are CC's on a > ticket during correspondance. Can anyone help me with this? Thanks. > > Kenn > LBNL > -------------------------- Thank you once again. :) _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com CONFIDENTIAL. This e-mail and any attached files are confidential and should be destroyed and/or returned if you are not the intended and proper recipient. From kfcrocker at lbl.gov Thu May 14 11:44:47 2009 From: kfcrocker at lbl.gov (Ken Crocker) Date: Thu, 14 May 2009 08:44:47 -0700 Subject: [rt-users] open tickets for certain domain-email-adresses In-Reply-To: <4A0BDA34.2070902@science-computing.de> References: <4A029E69.4090106@science-computing.de> <4A047E48.9070807@lbl.gov> <4A0BDA34.2070902@science-computing.de> Message-ID: <4A0C3C6F.80604@lbl.gov> Violetta, Makes good sense to me. Question, if those requestors are NOT going to login to RT, how are they going to "open" a ticket? If you have "CommandByMail" set up, they could do it via Email. If not, why not have the "Owners" of the tickets open them? I guess where I am confused is the activity you are expecting from the requestors and owners. What we do is: Globally grant: * Requestors; o "ReplyToTicket" (so they can communicate via email to the owner) o "SeeQueue" (so they can see what tickets are in a queue) o "ShowTicket" (so they can SEE THEIR Ticket in the queue) * Owners; o "ModifyTicket" (all owners can automatically modify a ticket they own. Keeps redundancy of this right at the queue level down) By Queue grant: * Support team/group (those that work on the ticket); o "CommentOnTicket" (anyone in the group might have an idea that helps) o "CreateTicket" (anyone in the group may need to create a sub-task/child ticket) o "OwnTicket" (anyone in the group can take/steal/own a ticket) o "ReplyToTicket" (anyone in the group can communicate via email on a ticket) o "SeeQueue" (intuitively obvious) o "ShowOutgoingEmail" (anyone in the group can see the communication going on in a ticket) o "ShowTicket" (anyone in the group can look at a ticket in the queue) o "ShowTicketComments" (same as above, only about comments) o "StealTicket" (goes with ownership) o "TakeTicket" (same thing as above) o "Watch" (intuitively obvious) * User group (all those damn requestors) o "CreateTicket" (anyone in the group can create a ticket) o "ReplyToTicket" (anyone in the group can communicate via email on a ticket) o "SeeQueue" (intuitively obvious. They have to see it to create a ticket via Web) o "ShowOutgoingEmail" (anyone in the group can see the communication going on in a ticket. This could be given JUST to the Requestor of the queue, if you do not want other requestors seeing email in other tickets in the queue) o "ShowTicket" (anyone in the group can look at a ticket in the queue or jsut the requestors in the queue. see above) o "ShowTicketComments" (same as above, only about comments. Could keep this at the requestor level as well) o "Watch" (intuitively obvious) That's what we do, but our granularity of control may be different than yours, especially if your requestors are NOT signing into RT. I hope this helps. Kenn LBNL On 5/14/2009 1:45 AM, Violetta J. Wawryk wrote: > Hi Ken, > > thanks for replying. > > I will try to describe it more clearly. > > The RT has different Queues, let's say Queue A and Queue B. > > We don't want the AdminCCs of queue A to know about the existents of > queue B and vice versa. This is possible because we don't allow > "Everybody" to "Open Tickets" in the certain Queues, just the group > "AdminCCforQueueA" for queue A and group "AdminCCforQueueB" for queue B. > Otherwise they could see the Ticket in RT on the top right corner > where it says "New Ticket in" (hope you know what I mean). > > But there are still Requestors for queue B that are not AdminCCs, they > will not login to the RT to look at their Tickets. Since they are more > than 100 of them, and there EMail addresses end with the same domain > name we hoped there would be the possibility of a wild card. So every > Requestor that writes to that queue and has that domainname can open a > Ticket. > > I hope this makes it more clear now. > > Thanks, > Violetta > > > Ken Crocker schrieb: >> Violetta, >> >> I can help, but it's still not clear to me what you want. You say >> you only want the Admins (I'm assuming here you mean the AdminCc >> Watcher for the Queue) to "See the Queue" and then you mention >> something about the users "can change it". Change what? If you only >> want AdminCcs to see the queue, how do you expect a User to see a >> ticket and change it. I'm confused. I can tell you how to set the >> privileges so that the USers can create tickets via Email and NOT see >> the Queue, but I really do not understand what you're looking for. >> Please give me a more concise description of your Queue setup/usage >> and what you want and then I can help. >> >> >> Kenn >> LBNL -------------- next part -------------- An HTML attachment was scrubbed... URL: From rtusers-20090205 at billmail.scconsult.com Thu May 14 12:17:45 2009 From: rtusers-20090205 at billmail.scconsult.com (Bill Cole) Date: Thu, 14 May 2009 12:17:45 -0400 Subject: [rt-users] Installing and Using ExternalAuth In-Reply-To: <4ABA3E162F60624A949503A7F960245EB112CDB268@CLEHBEXMS01.broadvox.local> References: <4ABA3E162F60624A949503A7F960245EB11299B0C3@CLEHBEXMS01.broadvox.local><589c94400905111441w1b22676cpbb63e49922acdaf1@mail.gmail.com> <4ABA3E162F60624A949503A7F960245EB11299B0FA@CLEHBEXMS01.broadvox.local> <7DC08293B3E4A24BB1FEB61A90FC367B0226E16A@scmail-00.minervanetworks.com> <4ABA3E162F60624A949503A7F960245EB111C953B8@CLEHBEXMS01.broadvox.local> <4ABA3E162F60624A949503A7F960245EB11299B70C@CLEHBEXMS01.broadvox.local> <4A0B1946.3000609@billmail.scconsult.com> <4ABA3E162F60624A949503A7F960245EB112CDB268@CLEHBEXMS01.broadvox.local> Message-ID: <4A0C4429.8060700@billmail.scconsult.com> Eric Chatham wrote, On 5/14/09 11:35 AM: > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Bill Cole > Sent: Wednesday, May 13, 2009 15:03 > To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Installing and Using ExternalAuth > [...] > >> 3 possibilities: >> >> 1. This is because of the version mismatch. >> 2. That RT.pm is not the RT.pm you are looking for, i.e. it is not the >> top-level module for Request Tracker. >> 3. That RT.pm is not readable by the install process. (one might achieve >> such an oddity with something like SELinux) > > Speaking of SELinux, the instructions I followed say to "disable" this. > Does it matter if I chose the "permissive" level? Dunno. I don't handle a lot of Linux machines, and none of them use SELinux at all. My RT lives in a FreeBSD jail. > Also, I saw a question > asked earlier on the mailing list. Is there a way to integrate both LDAP and > non-LDAP? With V0.08, the sample config file says: # If this is set to 1, then users should be autocreated by RT # as internal users if they fail to authenticate from an # external service. Set($AutoCreateNonExternalUsers, 0); I don't know if that works... From falcone at bestpractical.com Thu May 14 12:35:17 2009 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 14 May 2009 12:35:17 -0400 Subject: [rt-users] Installing and Using ExternalAuth In-Reply-To: <4A0C4429.8060700@billmail.scconsult.com> References: <4ABA3E162F60624A949503A7F960245EB11299B0C3@CLEHBEXMS01.broadvox.local><589c94400905111441w1b22676cpbb63e49922acdaf1@mail.gmail.com> <4ABA3E162F60624A949503A7F960245EB11299B0FA@CLEHBEXMS01.broadvox.local> <7DC08293B3E4A24BB1FEB61A90FC367B0226E16A@scmail-00.minervanetworks.com> <4ABA3E162F60624A949503A7F960245EB111C953B8@CLEHBEXMS01.broadvox.local> <4ABA3E162F60624A949503A7F960245EB11299B70C@CLEHBEXMS01.broadvox.local> <4A0B1946.3000609@billmail.scconsult.com> <4ABA3E162F60624A949503A7F960245EB112CDB268@CLEHBEXMS01.broadvox.local> <4A0C4429.8060700@billmail.scconsult.com> Message-ID: <816F4508-3474-40CF-9E32-3C7FC92B8CE3@bestpractical.com> On May 14, 2009, at 12:17 PM, Bill Cole wrote: >> Also, I saw a question >> asked earlier on the mailing list. Is there a way to integrate both >> LDAP and >> non-LDAP? > > With V0.08, the sample config file says: > > # If this is set to 1, then users should be autocreated by RT > # as internal users if they fail to authenticate from an > # external service. > Set($AutoCreateNonExternalUsers, 0); By default, RT-Authen-ExternalAuth will look for a user/password in LDAP and then fall back to RT's internal auth. Toggling this setting will allow you to create users that don't have a mapping in LDAP -kevin From jpierce at cambridgeenergyalliance.org Thu May 14 12:31:09 2009 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Thu, 14 May 2009 12:31:09 -0400 Subject: [rt-users] How to modify the ticket # format? In-Reply-To: <4A089B14.3060206@bitstatement.net> References: <589c94400905111248t204d58cfn247fa0bed34dabb3@mail.gmail.com> <4A0882DD.8050503@bitstatement.net> <4A088733.3040808@lbl.gov> <4A089B14.3060206@bitstatement.net> Message-ID: Don't modify the ticket number, but instead the RT tag? [Yoyodyne 2009-05-14 #1337] -- Cambridge Energy Alliance: Save money. Save the planet. From rtusers-20090205 at billmail.scconsult.com Thu May 14 12:42:45 2009 From: rtusers-20090205 at billmail.scconsult.com (Bill Cole) Date: Thu, 14 May 2009 12:42:45 -0400 Subject: [rt-users] RT Question on adding users In-Reply-To: <4A0B391D.5000106@lbl.gov> References: <4A0AF9C6.80604@lbl.gov> <49DECA0D-CB86-4BB7-949F-75270CCF576B@bestpractical.com> <4A0B391D.5000106@lbl.gov> Message-ID: <4A0C4A05.6020102@billmail.scconsult.com> Ken Crocker wrote, On 5/13/09 5:18 PM: > Kevin, > > > Thank you so much for answering. I looked through our RT_Config.pm file > and did not see any reference to either "RT::User::CanonicalizeUserInfo" > or "RT::Authen::ExternalAuth". Where do I find them and how do I set them? CanonicalizeUserInfo is a method in the RT::User, which is a part of the base package. I think Kevin was saying that you could write an "overlay" replacement for it. You probably already have an overlay in place, as it appears that you are using something related to the old LDAP overlay described at http://wiki.bestpractical.com/view/LdapUserLocalOverlay and http://wiki.bestpractical.com/view/LdapSiteConfigSettings. RT::Authen::ExternalAuth is an extension that can be used instead of that overlay approach, and it is nicely documented at http://wiki.bestpractical.com/view/ExternalAuth. > Our current applicable LDAP settings (in RT_SiteConfig.pm) are as follows: > > * *Set($AuthMethods, ['LDAP', 'Internal']);* > * *Set($LdapExternalAuth, 1);* > * *Set($LdapExternalInfo, 1);* > * *Set($LdapAutoCreateNonLdapUsers, 0);* That looks promising. I'd bet that if you set that to '1' instead, you'll get new internal users if they are not found in LDAP. From echatham at broadvox.net Thu May 14 12:47:25 2009 From: echatham at broadvox.net (Eric Chatham) Date: Thu, 14 May 2009 12:47:25 -0400 Subject: [rt-users] Installing and Using ExternalAuth In-Reply-To: <816F4508-3474-40CF-9E32-3C7FC92B8CE3@bestpractical.com> References: <4ABA3E162F60624A949503A7F960245EB11299B0C3@CLEHBEXMS01.broadvox.local><589c94400905111441w1b22676cpbb63e49922acdaf1@mail.gmail.com> <4ABA3E162F60624A949503A7F960245EB11299B0FA@CLEHBEXMS01.broadvox.local> <7DC08293B3E4A24BB1FEB61A90FC367B0226E16A@scmail-00.minervanetworks.com> <4ABA3E162F60624A949503A7F960245EB111C953B8@CLEHBEXMS01.broadvox.local> <4ABA3E162F60624A949503A7F960245EB11299B70C@CLEHBEXMS01.broadvox.local> <4A0B1946.3000609@billmail.scconsult.com> <4ABA3E162F60624A949503A7F960245EB112CDB268@CLEHBEXMS01.broadvox.local> <4A0C4429.8060700@billmail.scconsult.com> <816F4508-3474-40CF-9E32-3C7FC92B8CE3@bestpractical.com> Message-ID: <4ABA3E162F60624A949503A7F960245EB112CDB2EB@CLEHBEXMS01.broadvox.local> On Thursday, May 14, 2009 12:35, Kevin wrote: >>> Also, I saw a question >>> asked earlier on the mailing list. Is there a way to integrate both >>> LDAP and >>> non-LDAP? >> >> With V0.08, the sample config file says: >> >> # If this is set to 1, then users should be autocreated by RT >> # as internal users if they fail to authenticate from an >> # external service. >> Set($AutoCreateNonExternalUsers, 0); > > By default, RT-Authen-ExternalAuth will look for a user/password > in LDAP and then fall back to RT's internal auth. > Toggling this setting will allow you to create users that don't > have a mapping in LDAP > > -kevin Thanks Kevin and Bill. I will use this setting. :) _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com CONFIDENTIAL. This e-mail and any attached files are confidential and should be destroyed and/or returned if you are not the intended and proper recipient. From cwfox at us.fujitsu.com Thu May 14 14:18:22 2009 From: cwfox at us.fujitsu.com (Camron W. Fox) Date: Thu, 14 May 2009 08:18:22 -1000 Subject: [rt-users] Template fields in regular correspondence. Message-ID: <4A0C606E.6020405@us.fujitsu.com> Alle, Is it possible to use the autoreply template by hand? In that, I mean that the users did not expect to get as much SPAM as they are getting through spamassassin that is not getting tagged. SPAM that is tagged is being handled by a filter before it even gets to RT. They don't was autoreplies being sent to the sender addresses of the stuff that gets through, so they want to be able to manually use the autoreply template when they decide the ticket is valid. The environment is RT3.6.6, RHEL5.3, perl v5.8.8, Apache 2.2.3. Best Regards, Camron -- Camron W. Fox Hilo Office High Performance Computing Group Fujitsu Management Services of America, Inc. E-mail: cwfox at us.fujitsu.com From echatham at broadvox.net Thu May 14 16:55:45 2009 From: echatham at broadvox.net (Eric Chatham) Date: Thu, 14 May 2009 16:55:45 -0400 Subject: [rt-users] Installing and Using ExternalAuth In-Reply-To: <816F4508-3474-40CF-9E32-3C7FC92B8CE3@bestpractical.com> References: <4ABA3E162F60624A949503A7F960245EB11299B0C3@CLEHBEXMS01.broadvox.local><589c94400905111441w1b22676cpbb63e49922acdaf1@mail.gmail.com> <4ABA3E162F60624A949503A7F960245EB11299B0FA@CLEHBEXMS01.broadvox.local> <7DC08293B3E4A24BB1FEB61A90FC367B0226E16A@scmail-00.minervanetworks.com> <4ABA3E162F60624A949503A7F960245EB111C953B8@CLEHBEXMS01.broadvox.local> <4ABA3E162F60624A949503A7F960245EB11299B70C@CLEHBEXMS01.broadvox.local> <4A0B1946.3000609@billmail.scconsult.com> <4ABA3E162F60624A949503A7F960245EB112CDB268@CLEHBEXMS01.broadvox.local> <4A0C4429.8060700@billmail.scconsult.com> <816F4508-3474-40CF-9E32-3C7FC92B8CE3@bestpractical.com> Message-ID: <4ABA3E162F60624A949503A7F960245EB112CDB44A@CLEHBEXMS01.broadvox.local> On Thursday, May 14, 2009 12:35, Kevin wrote: >> With V0.08, the sample config file says: >> >> # If this is set to 1, then users should be autocreated by RT >> # as internal users if they fail to authenticate from an >> # external service. >> Set($AutoCreateNonExternalUsers, 0); > > By default, RT-Authen-ExternalAuth will look for a user/password > in LDAP and then fall back to RT's internal auth. > Toggling this setting will allow you to create users that don't > have a mapping in LDAP > Hi, Kevin After I installed the ExternalAuth v0.05, I began modifying my RT_SiteConfig.PM to reflect the LDAP setup. When I try to log onto through the Web Interface, I receive an error. When I try logging in with the default "root" login, I get the same error, but when I click "back" I'm logged in (as root). This only happens for the default "root" user for RT, otherwise no LDAP users can log in. Here is the Error from the Web Interface: error: Can't use an undefined value as an ARRAY reference at /usr/local/rt3/lib/RT/User_Vendor.pm line 56. context: ... 52: $RT::Logger->debug( (caller(0))[3], 53: "Trying External authentication"); 54: 55: # Get the prioritised list of external authentication services 56: my @auth_services = @$RT::ExternalAuthPriority; 57: 58: # For each of those services.. 59: foreach my $service (@auth_services) { 60: ... code stack: /usr/local/rt3/lib/RT/User_Vendor.pm:56 /usr/local/rt3/lib/RT/User_Vendor.pm:359 /usr/share/rt3/html/Callbacks/ExternalAuth/autohandler/Auth:35 /usr/share/rt3/html/Elements/Callback:85 /usr/share/rt3/html/autohandler:240 ------------------------------------------- I should stress, I'm not modifying the RT_Config.pm settings in /etc/rt3. I'm having a problem seeing the $rtname display our company domain. It still shows example.com. Here are my /etc/rt3/RT_SiteConfig.pm settings: Set($WebPath, "/rt3"); Set($rtname, "broadvox.local"); Set($Orginization, 'broadvox.local'); Set($CorrespondAddress, 'echatham at broadvox.net'); Set($CommentAddress, 'echatham at infotelecom.us'); Set($Timezone, 'US/Eastern'); Set($DatabaseType, 'mysql'); Set($WebBaseURL, 'http://rt.broadvox.local/'); Set(@Plugins, qw(RT::Authen::ExternalAuth)); # LDAP Set($AuthMethods, ['LDAP', 'Internal']); Set($LdapExternalAuth, 0); Set($LdapExternalInfo, 0); Set($LdapAutoCreateNonLdapUsers, 1); Set($LdapAttrMap, {'Name' => 'sAMAccountName', 'EmailAddress' => 'mail', 'Orginization' => 'o', 'RealName' => 'cn', 'ExternalContactInfoId' => 'dn', 'ExternalAuthId' => 'sAMAccountName', 'Gecos', => 'sAMAccountName', 'WorkPhone', => 'telephoneNumber', 'Address1' => 'streetAddress', 'City' => 'l', 'State' => 'st', 'Zip' => 'postalCode', 'Country' => 'co'}); Set($LdapRTAttrMatchList, ['ExternalContactInfoId', 'Name', 'EmailAddress', 'RealName', 'WorkPhone', 'Address2']); Set($LdapEmailAttrMatchList, ['mail', 'mailRoutingAddress', 'mailAlternateAddress']); Set($LdapEmailAttrMatchPrefix, ['', 'smtp', 'SMTP:']); Set($LdapServer, 'clehbdc01.broadvox.local'); Set($LdapBase, 'OU=USA,DC=broadvox,DC=local'); Set($LdapFilter, '(objectClass=user)'); 1; ---------------------------------- Thank you for your assistance. :) -Eric CONFIDENTIAL. This e-mail and any attached files are confidential and should be destroyed and/or returned if you are not the intended and proper recipient. From falcone at bestpractical.com Thu May 14 17:02:31 2009 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 14 May 2009 17:02:31 -0400 Subject: [rt-users] Installing and Using ExternalAuth In-Reply-To: <4ABA3E162F60624A949503A7F960245EB112CDB44A@CLEHBEXMS01.broadvox.local> References: <4ABA3E162F60624A949503A7F960245EB11299B0C3@CLEHBEXMS01.broadvox.local><589c94400905111441w1b22676cpbb63e49922acdaf1@mail.gmail.com> <4ABA3E162F60624A949503A7F960245EB11299B0FA@CLEHBEXMS01.broadvox.local> <7DC08293B3E4A24BB1FEB61A90FC367B0226E16A@scmail-00.minervanetworks.com> <4ABA3E162F60624A949503A7F960245EB111C953B8@CLEHBEXMS01.broadvox.local> <4ABA3E162F60624A949503A7F960245EB11299B70C@CLEHBEXMS01.broadvox.local> <4A0B1946.3000609@billmail.scconsult.com> <4ABA3E162F60624A949503A7F960245EB112CDB268@CLEHBEXMS01.broadvox.local> <4A0C4429.8060700@billmail.scconsult.com> <816F4508-3474-40CF-9E32-3C7FC92B8CE3@bestpractical.com> <4ABA3E162F60624A949503A7F960245EB112CDB44A@CLEHBEXMS01.broadvox.local> Message-ID: <7B1D01A5-7469-4FAA-9DEB-7A33FDC2C8D8@bestpractical.com> On May 14, 2009, at 4:55 PM, Eric Chatham wrote: > On Thursday, May 14, 2009 12:35, Kevin wrote: > >>> With V0.08, the sample config file says: >>> >>> # If this is set to 1, then users should be autocreated by RT >>> # as internal users if they fail to authenticate from an >>> # external service. >>> Set($AutoCreateNonExternalUsers, 0); >> >> By default, RT-Authen-ExternalAuth will look for a user/password >> in LDAP and then fall back to RT's internal auth. >> Toggling this setting will allow you to create users that don't >> have a mapping in LDAP >> > > After I installed the ExternalAuth v0.05, I began modifying my > RT_SiteConfig.PM to reflect the LDAP setup. When I try to log onto > through the Web Interface, I receive an error. When I try logging > in with the default "root" login, I get the same error, but when I > click "back" I'm logged in (as root). This only happens for the > default "root" user for RT, otherwise no LDAP users can log in. > Here is the Error from the Web Interface: You didn't define the ExternalAuthPriority array to tell the externalauth what to do. RT's internal auth is kicking in and recognizing the root user/pass -kevin > > > error: Can't use an undefined value as an ARRAY reference at /usr/ > local/rt3/lib/RT/User_Vendor.pm line 56. > > context: ... > 52: $RT::Logger->debug( (caller(0))[3], > 53: "Trying External authentication"); > 54: > 55: # Get the prioritised list of external authentication services > 56: my @auth_services = @$RT::ExternalAuthPriority; > 57: > 58: # For each of those services.. > 59: foreach my $service (@auth_services) { > 60: > ... > > code stack: /usr/local/rt3/lib/RT/User_Vendor.pm:56 > /usr/local/rt3/lib/RT/User_Vendor.pm:359 > /usr/share/rt3/html/Callbacks/ExternalAuth/autohandler/Auth:35 > /usr/share/rt3/html/Elements/Callback:85 > /usr/share/rt3/html/autohandler:240 > > ------------------------------------------- > > I should stress, I'm not modifying the RT_Config.pm settings in /etc/ > rt3. I'm having a problem seeing the $rtname display our company > domain. It still shows example.com. > > Here are my /etc/rt3/RT_SiteConfig.pm settings: > > Set($WebPath, "/rt3"); > Set($rtname, "broadvox.local"); > Set($Orginization, 'broadvox.local'); > Set($CorrespondAddress, 'echatham at broadvox.net'); > Set($CommentAddress, 'echatham at infotelecom.us'); > Set($Timezone, 'US/Eastern'); > Set($DatabaseType, 'mysql'); > Set($WebBaseURL, 'http://rt.broadvox.local/'); > Set(@Plugins, qw(RT::Authen::ExternalAuth)); > > # LDAP > Set($AuthMethods, ['LDAP', 'Internal']); > Set($LdapExternalAuth, 0); > Set($LdapExternalInfo, 0); > Set($LdapAutoCreateNonLdapUsers, 1); > Set($LdapAttrMap, {'Name' => 'sAMAccountName', > 'EmailAddress' => 'mail', > 'Orginization' => 'o', > 'RealName' => 'cn', > 'ExternalContactInfoId' => 'dn', > 'ExternalAuthId' => 'sAMAccountName', > 'Gecos', => 'sAMAccountName', > 'WorkPhone', => 'telephoneNumber', > 'Address1' => 'streetAddress', > 'City' => 'l', > 'State' => 'st', > 'Zip' => 'postalCode', > 'Country' => 'co'}); > Set($LdapRTAttrMatchList, ['ExternalContactInfoId', 'Name', > 'EmailAddress', 'RealName', > 'WorkPhone', 'Address2']); > Set($LdapEmailAttrMatchList, ['mail', 'mailRoutingAddress', > 'mailAlternateAddress']); > Set($LdapEmailAttrMatchPrefix, ['', 'smtp', 'SMTP:']); > Set($LdapServer, 'clehbdc01.broadvox.local'); > Set($LdapBase, 'OU=USA,DC=broadvox,DC=local'); > Set($LdapFilter, '(objectClass=user)'); > 1; > > ---------------------------------- > > Thank you for your assistance. :) > > > -Eric > > CONFIDENTIAL. This e-mail and any attached files are confidential > and should be destroyed and/or returned if you are not the intended > and proper recipient. > From echatham at broadvox.net Thu May 14 17:21:45 2009 From: echatham at broadvox.net (Eric Chatham) Date: Thu, 14 May 2009 17:21:45 -0400 Subject: [rt-users] Installing and Using ExternalAuth In-Reply-To: <7B1D01A5-7469-4FAA-9DEB-7A33FDC2C8D8@bestpractical.com> References: <4ABA3E162F60624A949503A7F960245EB11299B0C3@CLEHBEXMS01.broadvox.local><589c94400905111441w1b22676cpbb63e49922acdaf1@mail.gmail.com> <4ABA3E162F60624A949503A7F960245EB11299B0FA@CLEHBEXMS01.broadvox.local> <7DC08293B3E4A24BB1FEB61A90FC367B0226E16A@scmail-00.minervanetworks.com> <4ABA3E162F60624A949503A7F960245EB111C953B8@CLEHBEXMS01.broadvox.local> <4ABA3E162F60624A949503A7F960245EB11299B70C@CLEHBEXMS01.broadvox.local> <4A0B1946.3000609@billmail.scconsult.com> <4ABA3E162F60624A949503A7F960245EB112CDB268@CLEHBEXMS01.broadvox.local> <4A0C4429.8060700@billmail.scconsult.com> <816F4508-3474-40CF-9E32-3C7FC92B8CE3@bestpractical.com> <4ABA3E162F60624A949503A7F960245EB112CDB44A@CLEHBEXMS01.broadvox.local> <7B1D01A5-7469-4FAA-9DEB-7A33FDC2C8D8@bestpractical.com> Message-ID: <4ABA3E162F60624A949503A7F960245EB112CDB47D@CLEHBEXMS01.broadvox.local> On Thursday, May 14, 2009 17:03, Kevin wrote: >> After I installed the ExternalAuth v0.05, I began modifying my >> RT_SiteConfig.PM to reflect the LDAP setup. When I try to log onto >> through the Web Interface, I receive an error. When I try logging >> in with the default "root" login, I get the same error, but when I >> click "back" I'm logged in (as root). This only happens for the >> default "root" user for RT, otherwise no LDAP users can log in. >> Here is the Error from the Web Interface: > > You didn't define the ExternalAuthPriority array to tell the > externalauth > what to do. > > RT's internal auth is kicking in and recognizing the root user/pass Hello, Kevin. Thank you for the reply. Where do I define the array at and how do I define it? -Eric > > > error: Can't use an undefined value as an ARRAY reference at /usr/ > local/rt3/lib/RT/User_Vendor.pm line 56. > > context: ... > 52: $RT::Logger->debug( (caller(0))[3], > 53: "Trying External authentication"); > 54: > 55: # Get the prioritised list of external authentication services > 56: my @auth_services = @$RT::ExternalAuthPriority; > 57: > 58: # For each of those services.. > 59: foreach my $service (@auth_services) { > 60: > ... > > code stack: /usr/local/rt3/lib/RT/User_Vendor.pm:56 > /usr/local/rt3/lib/RT/User_Vendor.pm:359 > /usr/share/rt3/html/Callbacks/ExternalAuth/autohandler/Auth:35 > /usr/share/rt3/html/Elements/Callback:85 > /usr/share/rt3/html/autohandler:240 > > ------------------------------------------- > > I should stress, I'm not modifying the RT_Config.pm settings in /etc/ > rt3. I'm having a problem seeing the $rtname display our company > domain. It still shows example.com. > > Here are my /etc/rt3/RT_SiteConfig.pm settings: > > Set($WebPath, "/rt3"); > Set($rtname, "broadvox.local"); > Set($Orginization, 'broadvox.local'); > Set($CorrespondAddress, 'echatham at broadvox.net'); Set($CommentAddress, > 'echatham at infotelecom.us'); Set($Timezone, 'US/Eastern'); > Set($DatabaseType, 'mysql'); Set($WebBaseURL, > 'http://rt.broadvox.local/'); Set(@Plugins, > qw(RT::Authen::ExternalAuth)); > > # LDAP > Set($AuthMethods, ['LDAP', 'Internal']); Set($LdapExternalAuth, 0); > Set($LdapExternalInfo, 0); Set($LdapAutoCreateNonLdapUsers, 1); > Set($LdapAttrMap, {'Name' => 'sAMAccountName', > 'EmailAddress' => 'mail', > 'Orginization' => 'o', > 'RealName' => 'cn', > 'ExternalContactInfoId' => 'dn', > 'ExternalAuthId' => 'sAMAccountName', > 'Gecos', => 'sAMAccountName', > 'WorkPhone', => 'telephoneNumber', > 'Address1' => 'streetAddress', > 'City' => 'l', > 'State' => 'st', > 'Zip' => 'postalCode', > 'Country' => 'co'}); > Set($LdapRTAttrMatchList, ['ExternalContactInfoId', 'Name', > 'EmailAddress', 'RealName', > 'WorkPhone', 'Address2']); > Set($LdapEmailAttrMatchList, ['mail', 'mailRoutingAddress', > 'mailAlternateAddress']); > Set($LdapEmailAttrMatchPrefix, ['', 'smtp', 'SMTP:']); > Set($LdapServer, 'clehbdc01.broadvox.local'); Set($LdapBase, > 'OU=USA,DC=broadvox,DC=local'); Set($LdapFilter, > '(objectClass=user)'); 1; > > ---------------------------------- > > Thank you for your assistance. :) > > > -Eric CONFIDENTIAL. This e-mail and any attached files are confidential and should be destroyed and/or returned if you are not the intended and proper recipient. From ruslan.zakirov at gmail.com Thu May 14 18:29:34 2009 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Fri, 15 May 2009 02:29:34 +0400 Subject: [rt-users] Strange Mason error In-Reply-To: <8fae230c0905140655o3bb213d2qf455e4b2c6fe2508@mail.gmail.com> References: <8fae230c0905140655o3bb213d2qf455e4b2c6fe2508@mail.gmail.com> Message-ID: <589c94400905141529i641504f0p85b40e7cbac1a422@mail.gmail.com> Do you run rt-email-* scripts by cron as root? It may cause this. We fixed this in the repo will be part of RT 3.8.3. You can run those scripts as www user I think. On Thu, May 14, 2009 at 5:55 PM, Rob Munsch wrote: > Hello list, > > My RT project was stalled for a bit.? I went to look how it's been doing... > and it isn't.? I haven't touched it in a while, so i'm not sure what to > trace this back to.? I fixed it, but i'd like to know what happened. > > I'm seeing this in the logs: > --- > May 14 09:39:29 data postfix/local[4855]: 0C17C4560A4: > to=, relay=local, delay=0.12, delays=0.02/0/0/0.1, > dsn=4.3.0, status=deferred (temporary failure. Command output: RT server > error.? The RT server which handled your email did not behave as expected. > It said:? mkdir /opt/rt3/var/mason_data/obj/2098779359: Permission denied at > /usr/local/share/perl/5.8.8/HTML/Mason/Compiler/ToObject.pm line 107? ) > --- > > ToObject.pm has this code block where line 107 appears, as marked: > > ??? if (defined $file && !-f $file) { > ??????? my ($dirname) = dirname($file); > ??????? if (!-d $dirname) { > ??????????? unlink($dirname) if (-e _); > LINE 107 ->????? push @newfiles, mkpath($dirname, 0, 0775); > ??????????? system_error "Couldn't create directory $dirname: $!" > ??????????????? unless -d $dirname; > ??????? } > ??????? rmtree($file) if (-d $file); > ??? } > > So, ok, it's lost directory permissions somehow.? While i wasn't paying > attention to it.? How?? > How can i figure out what it's trying to write to?? Also, i noticed that the > "couldn't create!" error is NOT appearing in the logs. > > ?> mkdir /opt/rt3/var/mason_data/obj/2098779359: Permission denied > > in mason_data/ cache and etc are both owned by www-data, but obj is owned by > root and in the root group.? I'm assuming it must also be accessible by the > webserver, but how could this have changed?? chowning obj/ back to www-data > solved the issue, but i'd like to avoid whatever caused it. > > Thanks, > Rob > > -- > /chown -R us:us /yourbase > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Best regards, Ruslan. From jarends at illinois.edu Thu May 14 18:32:10 2009 From: jarends at illinois.edu (John Arends) Date: Thu, 14 May 2009 17:32:10 -0500 Subject: [rt-users] Weird error Message-ID: I've never seen this before, upon logging into RT the error I am pasting below. It only occurs when I change a user's username to prv.username/ad. It's kind of a strange way of naming an account, but it allows me to use a custom authentication tool. Never had a problem with this until now. Any ideas? System error error: Can't call method "Attributes" on an undefined value at /usr/ share/rt3/html/Elements/ShowSearch line 65. context: ... 61: my $query_link_url = 'Search/Results.html'; 62: 63: if ($SavedSearch) { 64: my ( $container_object, $search_id ) = _parse_saved_search($SavedSearch); 65: $search = $container_object->Attributes->WithId($search_id); 66: unless ( $search->Id && ref( $SearchArg = $search->Content ) eq 'HASH' ) { 67: $m->out("Saved Search $SavedSearch not found"); 68: return; 69: } ... code stack: /usr/share/rt3/html/Elements/ShowSearch:65 /usr/share/rt3/html/Elements/MyRT:94 /usr/share/rt3/html/index.html:81 /usr/share/rt3/html/autohandler:291 raw error Can't call method "Attributes" on an undefined value at /usr/share/rt3/ html/Elements/ShowSearch line 65. Trace begun at /usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/ Exceptions.pm line 129 HTML::Mason::Exceptions::rethrow_exception('Can\'t call method "Attributes" on an undefined value at /usr/share/rt3/html/Elements/ ShowSearch line 65.^J') called at /usr/share/rt3/html/Elements/ ShowSearch line 65 HTML::Mason::Commands::__ANON__('SavedSearch', 'RT::User-104- SavedSearch-176', 'Override', 'HASH(0xb0d3980)') called at /usr/lib/ perl5/vendor_perl/5.8.8/HTML/Mason/Component.pm line 135 HTML ::Mason ::Component::run('HTML::Mason::Component::FileBased=HASH(0xac76508)', 'SavedSearch', 'RT::User-104-SavedSearch-176', 'Override', 'HASH(0xb0d3980)') called at /usr/lib/perl5/vendor_perl/5.8.8/HTML/ Mason/Request.pm line 1251 eval {...} at /usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/Request.pm line 1245 HTML::Mason::Request::comp(undef, undef, 'SavedSearch', 'RT::User-104- SavedSearch-176', 'Override', 'HASH(0xb0d3980)') called at /usr/share/ rt3/html/Elements/MyRT line 94 HTML::Mason::Commands::__ANON__('HASH(0xb0be15c)') called at /usr/ share/rt3/html/Elements/MyRT line 52 HTML::Mason::Commands::__ANON__ at /usr/lib/perl5/vendor_perl/5.8.8/ HTML/Mason/Component.pm line 135 HTML ::Mason ::Component::run('HTML::Mason::Component::FileBased=HASH(0xac63bfc)') called at /usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/Request.pm line 1251 eval {...} at /usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/Request.pm line 1245 HTML::Mason::Request::comp(undef, undef) called at /usr/share/rt3/html/ index.html line 81 HTML::Mason::Commands::__ANON__ at /usr/lib/perl5/vendor_perl/5.8.8/ HTML/Mason/Component.pm line 135 HTML ::Mason ::Component::run('HTML::Mason::Component::FileBased=HASH(0xaabdb5c)') called at /usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/Request.pm line 1251 eval {...} at /usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/Request.pm line 1245 HTML::Mason::Request::comp(undef, undef, undef) called at /usr/share/ rt3/html/autohandler line 291 HTML::Mason::Commands::__ANON__ at /usr/lib/perl5/vendor_perl/5.8.8/ HTML/Mason/Component.pm line 135 HTML ::Mason ::Component::run('HTML::Mason::Component::FileBased=HASH(0xaaf8240)') called at /usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/Request.pm line 1246 eval {...} at /usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/Request.pm line 1245 HTML::Mason::Request::comp(undef, undef, undef) called at /usr/lib/ perl5/vendor_perl/5.8.8/HTML/Mason/Request.pm line 459 eval {...} at /usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/Request.pm line 459 eval {...} at /usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/Request.pm line 411 HTML ::Mason ::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0xb0c17ec)') called at /usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/ApacheHandler.pm line 168 HTML ::Mason ::Request ::ApacheHandler ::exec('HTML::Mason::Request::ApacheHandler=HASH(0xb0c17ec)') called at /usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/ApacheHandler.pm line 826 HTML ::Mason ::ApacheHandler ::handle_request('HTML::Mason::ApacheHandler=HASH(0x9ffc518)', 'Apache2::RequestRec=SCALAR(0xb0d7474)') called at /usr/sbin/webmux.pl line 125 eval {...} at /usr/sbin/webmux.pl line 125 RT::Mason::handler('Apache2::RequestRec=SCALAR(0xb0d7474)') called at - e line 0 eval {...} at -e line 0 -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Fri May 15 07:59:22 2009 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 15 May 2009 07:59:22 -0400 Subject: [rt-users] Installing and Using ExternalAuth In-Reply-To: <4ABA3E162F60624A949503A7F960245EB112CDB47D@CLEHBEXMS01.broadvox.local> References: <4ABA3E162F60624A949503A7F960245EB11299B0C3@CLEHBEXMS01.broadvox.local><589c94400905111441w1b22676cpbb63e49922acdaf1@mail.gmail.com> <4ABA3E162F60624A949503A7F960245EB11299B0FA@CLEHBEXMS01.broadvox.local> <7DC08293B3E4A24BB1FEB61A90FC367B0226E16A@scmail-00.minervanetworks.com> <4ABA3E162F60624A949503A7F960245EB111C953B8@CLEHBEXMS01.broadvox.local> <4ABA3E162F60624A949503A7F960245EB11299B70C@CLEHBEXMS01.broadvox.local> <4A0B1946.3000609@billmail.scconsult.com> <4ABA3E162F60624A949503A7F960245EB112CDB268@CLEHBEXMS01.broadvox.local> <4A0C4429.8060700@billmail.scconsult.com> <816F4508-3474-40CF-9E32-3C7FC92B8CE3@bestpractical.com> <4ABA3E162F60624A949503A7F960245EB112CDB44A@CLEHBEXMS01.broadvox.local> <7B1D01A5-7469-4FAA-9DEB-7A33FDC2C8D8@bestpractical.com> <4ABA3E162F60624A949503A7F960245EB112CDB47D@CLEHBEXMS01.broadvox.local> Message-ID: On May 14, 2009, at 5:21 PM, Eric Chatham wrote: > On Thursday, May 14, 2009 17:03, Kevin wrote: > >>> After I installed the ExternalAuth v0.05, I began modifying my >>> RT_SiteConfig.PM to reflect the LDAP setup. When I try to log onto >>> through the Web Interface, I receive an error. When I try logging >>> in with the default "root" login, I get the same error, but when I >>> click "back" I'm logged in (as root). This only happens for the >>> default "root" user for RT, otherwise no LDAP users can log in. >>> Here is the Error from the Web Interface: >> >> You didn't define the ExternalAuthPriority array to tell the >> externalauth >> what to do. >> >> RT's internal auth is kicking in and recognizing the root user/pass > > Hello, Kevin. Thank you for the reply. Where do I define the array > at and how do I define it? It is documented in the etc/RT_SiteConfig.pm that ships with the module You should be copying that into your config and editing it -kevin > > >> >> >> error: Can't use an undefined value as an ARRAY reference at /usr/ >> local/rt3/lib/RT/User_Vendor.pm line 56. >> >> context: ... >> 52: $RT::Logger->debug( (caller(0))[3], >> 53: "Trying External authentication"); >> 54: >> 55: # Get the prioritised list of external authentication services >> 56: my @auth_services = @$RT::ExternalAuthPriority; >> 57: >> 58: # For each of those services.. >> 59: foreach my $service (@auth_services) { >> 60: >> ... >> >> code stack: /usr/local/rt3/lib/RT/User_Vendor.pm:56 >> /usr/local/rt3/lib/RT/User_Vendor.pm:359 >> /usr/share/rt3/html/Callbacks/ExternalAuth/autohandler/Auth:35 >> /usr/share/rt3/html/Elements/Callback:85 >> /usr/share/rt3/html/autohandler:240 >> >> ------------------------------------------- >> >> I should stress, I'm not modifying the RT_Config.pm settings in /etc/ >> rt3. I'm having a problem seeing the $rtname display our company >> domain. It still shows example.com. >> >> Here are my /etc/rt3/RT_SiteConfig.pm settings: >> >> Set($WebPath, "/rt3"); >> Set($rtname, "broadvox.local"); >> Set($Orginization, 'broadvox.local'); >> Set($CorrespondAddress, 'echatham at broadvox.net'); >> Set($CommentAddress, >> 'echatham at infotelecom.us'); Set($Timezone, 'US/Eastern'); >> Set($DatabaseType, 'mysql'); Set($WebBaseURL, >> 'http://rt.broadvox.local/'); Set(@Plugins, >> qw(RT::Authen::ExternalAuth)); >> >> # LDAP >> Set($AuthMethods, ['LDAP', 'Internal']); Set($LdapExternalAuth, 0); >> Set($LdapExternalInfo, 0); Set($LdapAutoCreateNonLdapUsers, 1); >> Set($LdapAttrMap, {'Name' => 'sAMAccountName', >> 'EmailAddress' => 'mail', >> 'Orginization' => 'o', >> 'RealName' => 'cn', >> 'ExternalContactInfoId' => 'dn', >> 'ExternalAuthId' => 'sAMAccountName', >> 'Gecos', => 'sAMAccountName', >> 'WorkPhone', => 'telephoneNumber', >> 'Address1' => 'streetAddress', >> 'City' => 'l', >> 'State' => 'st', >> 'Zip' => 'postalCode', >> 'Country' => 'co'}); >> Set($LdapRTAttrMatchList, ['ExternalContactInfoId', 'Name', >> 'EmailAddress', 'RealName', >> 'WorkPhone', 'Address2']); >> Set($LdapEmailAttrMatchList, ['mail', 'mailRoutingAddress', >> 'mailAlternateAddress']); >> Set($LdapEmailAttrMatchPrefix, ['', 'smtp', 'SMTP:']); >> Set($LdapServer, 'clehbdc01.broadvox.local'); Set($LdapBase, >> 'OU=USA,DC=broadvox,DC=local'); Set($LdapFilter, >> '(objectClass=user)'); 1; >> >> ---------------------------------- >> >> Thank you for your assistance. :) >> >> >> -Eric > > CONFIDENTIAL. This e-mail and any attached files are confidential > and should be destroyed and/or returned if you are not the intended > and proper recipient. > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From localzuk at gmail.com Fri May 15 08:43:28 2009 From: localzuk at gmail.com (Tony A) Date: Fri, 15 May 2009 13:43:28 +0100 Subject: [rt-users] Issue with ExternalAuth and RT 3.8.2 Message-ID: <121444c6fba.-2523012171224246389.-7848040581083473528@gmail.com> Hi everyone, I have just updated to RT 3.8.2 and ExternalAuth 0.08, and haven't changed my config files in any way. Now, when I log in, I receive the following line, and nothing else, unless I refresh, then everything works as it is supposed to. RT::User::UpdateFromExternal Unimplemented in HTML::Mason::Commands. (/opt/rt3/local/html/Callbacks/ExternalAuth/autohandler/Auth line 73) I've had a search arround and there are a few discussions regarding this line, and nothing jumps out as a solution. Any ideas? My RT_SiteConfig is as below: Cheers Tony Ayre Network Manager Minehead Middle School $DatabasePassword = '[PASSWORD]'; $MailCommand = 'sendmailpipe'; $SemdmailArguments = '-oi'; $CorrespondAddress = '[EMAIL]'; $CommentAddress = '[EMAIL]'; $Timezone = 'Europe/London'; Set( $rtname, 'supportdesk2/rt'); Set( $Organization, "MMS"); Set ($WebBaseURL , 'http://supportdesk2/'); Set ($WebPath , '/rt'); Set($WebImageURL, $WebPath . "/NoAuth/images/"); Set($LogoURL, $WebImagesURL . "logo.gif"); Set($LogoLinkURL, "http://supportdesk2/rt"); Set($LogoImageURL, $WebImagesURL . "logo.gif"); Set($LogoAltText, "MMS ICT Helpdesk"); #Set(@Plugins,(qw(Extension::QuickDelete))); Set(@Plugins,'RT::FM','RT::IR','RTx::Statistics', 'RTx::Calendar','RTx::Tags',(qw(RTx::EmailCompletion)),qw(RT::Authen::ExternalAuth)); Set($HomepageComponents, [qw(QuickCreate Quicksearch MyCalendar ?? ? MyAdminQueues MySupportQueues MyReminders RefreshHomepage)]); # THE EXTERNAL AUTH Set($ExternalAuthPriority, ['My_LDAP']); Set($ExternalInfoPriority, [ 'My_LDAP']); Set($ExternalServiceUsesSSLorTLS, 0); Set($AutoCreateNonExternalUsers, 0); Set($ExternalSettings, { 'My_LDAP' => { 'type' => 'ldap', 'auth' => 1, 'info' => 1, 'server' => '10.5.143.10', 'user' => 'CN=Administrator,CN=Users,DC=[DC],DC=[DC],DC=[DC],DC=[DC]', 'pass' => '[PASSWORD]', 'base' => 'ou=Staff,ou=Managed Users,dc=[DC],dc=[DC],dc=[DC],dc=[DC]', 'filter' => '(objectClass=*)', 'd_filter' => '(userAccountControl:1.2.840.113556.1.4.803:=2)', 'tls' => 0, 'net_ldap_args' => [ version => 3 ], 'attr_match_list' => [ 'Name', 'EmailAddress', 'RealName', 'WorkPhone', 'Address2' ], 'attr_map' => { 'Name' => 'sAMAccountName', 'EmailAddress' => 'mail', 'Organization' => 'physicalDeliveryOfficeName', 'RealName' => 'cn', 'ExternalAuthId' => 'sAMAccountName', 'Gecos' => 'sAMAccountName', 'WorkPhone' => 'telephoneNumber', 'Address1' => 'streetAddress', 'City' => 'l', 'State' => 'st', 'Zip' => 'postalCode', 'Country' => 'co' }}} ); 1; -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Fri May 15 08:58:52 2009 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 15 May 2009 08:58:52 -0400 Subject: [rt-users] Issue with ExternalAuth and RT 3.8.2 In-Reply-To: <121444c6fba.-2523012171224246389.-7848040581083473528@gmail.com> References: <121444c6fba.-2523012171224246389.-7848040581083473528@gmail.com> Message-ID: <5D3ABED3-A2AD-4588-91B2-8CC50CA3CBBE@bestpractical.com> On May 15, 2009, at 8:43 AM, Tony A wrote: > Hi everyone, > > I have just updated to RT 3.8.2 and ExternalAuth 0.08, and haven't > changed my config files in any way. Now, when I log in, I receive > the following line, and nothing else, unless I refresh, then > everything works as it is supposed to. > > RT::User::UpdateFromExternal Unimplemented in HTML::Mason::Commands. > (/opt/rt3/local/html/Callbacks/ExternalAuth/autohandler/Auth line 73) This sounds like you have an old version of a callback installed in local that is conflicting RT-Authen-ExternalAuth lives in /opt/rt3/local/plugins/RT-Authen- ExternalAuth Also, version 0.08 of ExternalAuth has a callback that is less than 73 lines long and doesn't call UpdateFromExternal. Did you try installing one of the manual overlays from the wiki, or an older version of ExternalAuth previously? You probably want to remove the local/html/Callbacks/ExternalAuth/ autohandler file, but there may be other things in local/ that need to be removed also -kevin > > I've had a search arround and there are a few discussions regarding > this line, and nothing jumps out as a solution. > > Any ideas? > > My RT_SiteConfig is as below: > > Cheers > Tony Ayre > Network Manager > Minehead Middle School > > > > $DatabasePassword = '[PASSWORD]'; > > $MailCommand = 'sendmailpipe'; > $SemdmailArguments = '-oi'; > > $CorrespondAddress = '[EMAIL]'; > $CommentAddress = '[EMAIL]'; > > $Timezone = 'Europe/London'; > > Set( $rtname, 'supportdesk2/rt'); > Set( $Organization, "MMS"); > Set ($WebBaseURL , 'http://supportdesk2/'); > Set ($WebPath , '/rt'); > > Set($WebImageURL, $WebPath . "/NoAuth/images/"); > Set($LogoURL, $WebImagesURL . "logo.gif"); > Set($LogoLinkURL, "http://supportdesk2/rt"); > Set($LogoImageURL, $WebImagesURL . "logo.gif"); > Set($LogoAltText, "MMS ICT Helpdesk"); > > > #Set(@Plugins,(qw(Extension::QuickDelete))); > Set(@Plugins,'RT::FM','RT::IR','RTx::Statistics', > 'RTx::Calendar','RTx::Tags', > (qw(RTx::EmailCompletion)),qw(RT::Authen::ExternalAuth)); > > Set($HomepageComponents, [qw(QuickCreate Quicksearch MyCalendar > MyAdminQueues MySupportQueues MyReminders RefreshHomepage)]); > # THE EXTERNAL AUTH > > Set($ExternalAuthPriority, ['My_LDAP']); > Set($ExternalInfoPriority, [ 'My_LDAP']); > > Set($ExternalServiceUsesSSLorTLS, 0); > > Set($AutoCreateNonExternalUsers, 0); > > Set($ExternalSettings, { > 'My_LDAP' => { > 'type' => 'ldap', > 'auth' => 1, > 'info' => 1, > 'server' => '10.5.143.10', > 'user' => > 'CN=Administrator,CN=Users,DC=[DC],DC=[DC],DC=[DC],DC=[DC]', > 'pass' => '[PASSWORD]', > 'base' => 'ou=Staff,ou=Managed Users,dc=[DC],dc=[DC],dc=[DC],dc=[DC]', > 'filter' => '(objectClass=*)', > 'd_filter' => '(userAccountControl:1.2.840.113556.1.4.803:=2)', > 'tls' => 0, > 'net_ldap_args' => [ version => 3 ], > 'attr_match_list' => [ 'Name', > 'EmailAddress', > 'RealName', > 'WorkPhone', > 'Address2' > ], > 'attr_map' => { > 'Name' => 'sAMAccountName', > 'EmailAddress' => 'mail', > 'Organization' => 'physicalDeliveryOfficeName', > 'RealName' => 'cn', > 'ExternalAuthId' => 'sAMAccountName', > 'Gecos' => 'sAMAccountName', > 'WorkPhone' => 'telephoneNumber', > 'Address1' => 'streetAddress', > 'City' => 'l', > 'State' => 'st', > 'Zip' => 'postalCode', > 'Country' => 'co' > }}} > ); > 1; > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From victor.da.fonseca at fr.schindler.com Fri May 15 08:52:33 2009 From: victor.da.fonseca at fr.schindler.com (victor.da.fonseca at fr.schindler.com) Date: Fri, 15 May 2009 14:52:33 +0200 Subject: [rt-users] Victor Da Fonseca/KW/ECS/SCHINDLER est absent(e). Message-ID: