From joec22 at gmail.com Sat Sep 1 12:22:49 2012 From: joec22 at gmail.com (Joe) Date: Sat, 1 Sep 2012 12:22:49 -0400 Subject: [rt-users] Rtx::statistics with 4.0.5 Message-ID: 4.0.5 seems to have some reporting and charts with the base install. Is there an extension that I should consider like the rtx::statistics? From inbel1 at telenet.be Mon Sep 3 06:00:52 2012 From: inbel1 at telenet.be (inbel1 at telenet.be) Date: Mon, 03 Sep 2012 12:00:52 +0200 (CEST) Subject: [rt-users] check for available recipients on reply In-Reply-To: <61746C2CA99A094CAC2CABDDE259AF452607E76F@ITSNT437.iowa.uiowa.edu> Message-ID: <080765e9-25d0-4e8d-b857-ff3b66f0affa@akosua.telenet-ops.be> I'm wondering about this one ... Our internal staff uses comments to put information in tickets for co-workers that can't be viewed by customers. Customer information is shared via correspondence. Last week, a staff member deleted (accidentaly) the requestor of a ticket. There were no other cc's or admin cc's. When the staff member clicked on Reply, RT did not sent a outgoing mail, but the message was flagged as Correspondence. So I would like to make a check that returns an error to the user when he/she tries to reply on a ticket with no watchers. Should I try to do it with a scrip or should I adapt the Email.pm? From lyka.delgado at smileschat.com Mon Sep 3 06:20:20 2012 From: lyka.delgado at smileschat.com (Lyka Delgado) Date: Mon, 3 Sep 2012 18:20:20 +0800 Subject: [rt-users] queue organization Message-ID: HI, We just started RT and was wondering how I can do this: (example only) Company 1 -main company - see all queues and all articles Company 2 - a sub company -can only see queue "company2" -can only see articles in class "company 2" Company 3 -another sub-company -can only see queue "company 3" -can only see articles in class "company 3" the sub companies has no connection with each other. Been very confused about how to do this..can someone point in the right direction? Thanks..... -------------- next part -------------- An HTML attachment was scrubbed... URL: From raphael.berlamont at raphux.com Tue Sep 4 08:52:11 2012 From: raphael.berlamont at raphux.com (=?ISO-8859-1?Q?Rapha=EBl_Berlamont?=) Date: Tue, 4 Sep 2012 14:52:11 +0200 Subject: [rt-users] sendmail error (exited with code 75) - RHEL6 Message-ID: Hello list, as debian users, I'm encountering the "sendmail" error, but with RHEL6 Here are the log from "/var/log/httpd/error_log" : ============= [Tue Sep 4 09:34:43 2012] [info]: < rt-4.0.7-1945-1346751283-749.7324-10-0 at myfirm.com> #7324/120687 - Scrip 10 On Resolve Notify Requestors (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:301) sendmail: fatal: edos at myfirm.com(48): No recipient addresses found in message header [Tue Sep 4 09:34:43 2012] [error]: < rt-4.0.7-1945-1346751283-749.7324-10-0 at myfirm.com>: `/usr/sbin/sendmail -oi -t -f edos at myfirm.com` exited with code 75 (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:465) [Tue Sep 4 09:34:43 2012] [crit]: < rt-4.0.7-1945-1346751283-749.7324-10-0 at myfirm.com>: Could not send mail with command `/usr/sbin/sendmail -oi -t -f edos at myfirm.com`: < rt-4.0.7-1945-1346751283-749.7324-10-0 at myfirm.com>: `/usr/sbin/sendmail -oi -t -f edos at myfirm.com` exited with code 75 at /opt/rt4/sbin/../lib/RT/Interface/Email.pm line 466. Stack: [/opt/rt4/sbin/../lib/RT/Interface/Email.pm:466] [/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:308] [/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:128] [/opt/rt4/sbin/../lib/RT/ScripAction.pm:232] [/opt/rt4/sbin/../lib/RT/Scrip.pm:475] [/opt/rt4/sbin/../lib/RT/Scrips.pm:188] [/opt/rt4/sbin/../lib/RT/Transaction.pm:201] [/opt/rt4/sbin/../lib/RT/Record.pm:1461] [/opt/rt4/sbin/../lib/RT/Ticket.pm:3487] [/opt/rt4/sbin/../lib/RT/Ticket.pm:3188] [/opt/rt4/sbin/../lib/RT/Record.pm:932] [/opt/rt4/sbin/../lib/RT/Record.pm:911] [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:2256] [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:2368] [/opt/rt4/share/html/Ticket/Modify.html:81] [/opt/rt4/share/html/Ticket/autohandler:19] [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:576] [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:326] [/opt/rt4/share/html/autohandler:53] (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:470) ================= I have to restart apache each time I have this error, in other words, 4-5 time yesterday. This problem appeared yesterday, the last package update was done on July 20th, and the last RT update, 4.0.7, was done 6 days ago. Here are my system information : ============================================ [root at dgilx202 ~]# uname -a Linux dgilx202.res.myfirm.org 2.6.32-220.7.1.el6.x86_64 #1 SMP Fri Feb 10 15:22:22 EST 2012 x86_64 x86_64 x86_64 GNU/Linux [root at dgilx202 ~]# cat /etc/redhat-release Red Hat Enterprise Linux Server release 6.2 (Santiago) [root at dgilx202 ~]# cat /etc/httpd/conf.d/rt.conf servername rt.myfirm.com RewriteEngine On RewriteCond %{HTTPS} off RewriteRule (.*) https://%{HTTP_HOST}%{REQUEST_URI} ### Optional apache logs for RT # ErrorLog /opt/rt4/var/log/apache2.error # TransferLog /opt/rt4/var/log/apache2.access # LogLevel debug servername rt.myfirm.com AddDefaultCharset UTF-8 SSLEngine on SSLCertificateFile /etc/ssl/certs/rt.myfirm.com.cer SSLCertificateKeyFile /etc/ssl/keys/rt.myfirm.com.key DocumentRoot "/opt/rt4/share/html" Order allow,deny Allow from all SetHandler modperl PerlResponseHandler Plack::Handler::Apache2 PerlSetVar psgi_app /opt/rt4/sbin/rt-server use Plack::Handler::Apache2; Plack::Handler::Apache2->preload("/opt/rt4/sbin/rt-server"); [root at dgilx202 ~]# rpm -qa | grep mod_perl mod_perl-2.0.4-10.el6.x86_64 [root at dgilx202 ~]# ============================================ Email::Address version : ============================================ [root at dgilx202 ~]# cpan -D Email::Address CPAN: Storable loaded ok (v2.20) Reading '/root/.cpan/Metadata' Database was generated on Tue, 04 Sep 2012 10:39:03 GMT Email::Address ------------------------------------------------------------------------- (no description) R/RJ/RJBS/Email-Address-1.896.tar.gz /usr/local/share/perl5/Email/Address.pm Installed: 1.895 CPAN: 1.896 Not up to date Ricardo SIGNES (RJBS) rjbs at cpan.org [root at dgilx202 ~]# =========================================== The only changes in RT I can notice are : - more users ; - news scrips and template. FI, I restarted apache 3 times during the writing of this email... Do you have any idea why this is happening ? -- Rapha?l Berlamont -------------- next part -------------- An HTML attachment was scrubbed... URL: From tobias.ramin at rrz.uni-hamburg.de Tue Sep 4 08:54:38 2012 From: tobias.ramin at rrz.uni-hamburg.de (Tobias Ramin) Date: Tue, 04 Sep 2012 14:54:38 +0200 Subject: [rt-users] started dates in RT 3.8 Message-ID: Hi, we have a problem with dates in RT 3.8.10. New tickets don't have values for started set. This is as expected, but it should be set, when a comment is made or an answer is sent. When a new ticket is replied, the started date is not set. Even after commenting the ticket afterwards, the date is not set. When a different new ticket is commented, the started date is set correctly. This still happens in RT 3.8.13. Does anyone else have this problem? Best regards, Tobi From ptomblin at xcski.com Tue Sep 4 09:28:47 2012 From: ptomblin at xcski.com (Paul Tomblin) Date: Tue, 4 Sep 2012 09:28:47 -0400 Subject: [rt-users] sendmail error (exited with code 75) - RHEL6 In-Reply-To: References: Message-ID: On Tue, Sep 4, 2012 at 8:52 AM, Rapha?l Berlamont wrote: > [Tue Sep 4 09:34:43 2012] [info]: > #7324/120687 - Scrip 10 > On Resolve Notify Requestors > (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:301) > sendmail: fatal: edos at myfirm.com(48): No recipient addresses found in > message header This isn't an RT error, it's sendmail telling you that it thinks it's the local handler for myfirm.com, but can't -- http://www.linkedin.com/in/paultomblin http://careers.stackoverflow.com/ptomblin From joec22 at gmail.com Tue Sep 4 09:45:00 2012 From: joec22 at gmail.com (Joe C) Date: Tue, 4 Sep 2012 09:45:00 -0400 Subject: [rt-users] change queue based on group membership Message-ID: I would like to assign the queue based on the person's group membership. We have two regions we are supporting, and I would like the admincc's of each region to not be bothered with the other region's requests. I prefer to have one rtsupport email across all regions for standardization. I don't have enough staff to setup a "delegator". So I would like it automated. The requestor email addresses are similar across regions, so it needs to be by group membership for southern and northern region. If the requestor has not been added to a group yet, then the request will go into the General queue, until I move them into the appropriate group and then move their first-time ticket. I have searched extensively, and have found queue transfers relating to email address, but not group membership. Can anyone point me in the right direction? Thanks Joe -------------- next part -------------- An HTML attachment was scrubbed... URL: From raphael.berlamont at raphux.com Tue Sep 4 09:57:07 2012 From: raphael.berlamont at raphux.com (=?ISO-8859-1?Q?Rapha=EBl_Berlamont?=) Date: Tue, 4 Sep 2012 15:57:07 +0200 Subject: [rt-users] sendmail error (exited with code 75) - RHEL6 In-Reply-To: References: Message-ID: 2012/9/4 Paul Tomblin > On Tue, Sep 4, 2012 at 8:52 AM, Rapha?l Berlamont > wrote: > > [Tue Sep 4 09:34:43 2012] [info]: > > #7324/120687 - > Scrip 10 > > On Resolve Notify Requestors > > (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:301) > > sendmail: fatal: edos at myfirm.com(48): No recipient addresses found in > > message header > > This isn't an RT error, it's sendmail telling you that it thinks it's > the local handler for myfirm.com, but can't Hello Paul, thank you for your answer. OK for this first error, but the second one disappears as soon as I restart apache, and RT work flawlessly for minutes/hours (depending on load maybe) : ================ "[Tue Sep 4 09:34:43 2012] [error]: < rt-4.0.7-1945-1346751283-749.7324-10-0 at myfirm.com>: `/usr/sbin/sendmail -oi -t -f edos at myfirm.com` exited with code 75 (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:465) [Tue Sep 4 09:34:43 2012] [crit]: < rt-4.0.7-1945-1346751283-749.7324-10-0 at myfirm.com>: Could not send mail with command `/usr/sbin/sendmail -oi -t -f edos at myfirm.com`: < rt-4.0.7-1945-1346751283-749.7324-10-0 at myfirm.com>: `/usr/sbin/sendmail -oi -t -f edos at myfirm.com` exited with code 75 at /opt/rt4/sbin/../lib/RT/Interface/Email.pm line 466. ================ I repeat : a simple apache restart makes all the message working again. Users resend their answers, without modifying any information (IE : they are not adding any recipient), and it works. -- Rapha?l Berlamont -------------- next part -------------- An HTML attachment was scrubbed... URL: From ptomblin at xcski.com Tue Sep 4 11:08:44 2012 From: ptomblin at xcski.com (Paul Tomblin) Date: Tue, 4 Sep 2012 11:08:44 -0400 Subject: [rt-users] sendmail error (exited with code 75) - RHEL6 In-Reply-To: References: Message-ID: On Tue, Sep 4, 2012 at 9:57 AM, Rapha?l Berlamont wrote: > OK for this first error, but the second one disappears as soon as I restart > apache, and RT work flawlessly for minutes/hours (depending on load maybe) : > ================ > "[Tue Sep 4 09:34:43 2012] [error]: > : `/usr/sbin/sendmail -oi > -t -f edos at myfirm.com` exited with code 75 Error code 75 is "EX_TEMPFAIL", which is sendmail telling you that a temporary error occurred. The message is queued, but it can't be delivered immediately, but it will retry when it can. http://www.diablotin.com/librairie/networking/sendmail/ch36_05.htm I can't think of any reason why sendmail thinks it needs to tell the mail user agent (MUA) this. Mail Transfer Agents (MTA) like sendmail should do queuing and retrying automatically. If anybody needs to be told that it's temporary failing, it's the sysadmin, not the mail sender. -- http://www.linkedin.com/in/paultomblin http://careers.stackoverflow.com/ptomblin From raphael.berlamont at raphux.com Tue Sep 4 11:56:30 2012 From: raphael.berlamont at raphux.com (=?ISO-8859-1?Q?Rapha=EBl_Berlamont?=) Date: Tue, 4 Sep 2012 17:56:30 +0200 Subject: [rt-users] sendmail error (exited with code 75) - RHEL6 In-Reply-To: References: Message-ID: 2012/9/4 Paul Tomblin > I can't think of any reason why sendmail thinks it needs to tell the > mail user agent (MUA) this. Mail Transfer Agents (MTA) like sendmail > should do queuing and retrying automatically. If anybody needs to be > told that it's temporary failing, it's the sysadmin, not the mail > sender I agree with your conclusion, but that doesn't explain why a restart of apache make the thing working again... A limit somewhere ? Are there any tunning to do for heavy load installation ? (even if I don't really think that our system is under real heavy load). -- Rapha?l Berlamont -------------- next part -------------- An HTML attachment was scrubbed... URL: From trs at bestpractical.com Tue Sep 4 12:15:20 2012 From: trs at bestpractical.com (Thomas Sibley) Date: Tue, 04 Sep 2012 09:15:20 -0700 Subject: [rt-users] sendmail error (exited with code 75) - RHEL6 In-Reply-To: References: Message-ID: <50462918.5090506@bestpractical.com> On 09/04/2012 05:52 AM, Rapha?l Berlamont wrote: > This problem appeared yesterday, the last package update was done on > July 20th, and the last RT update, 4.0.7, was done 6 days ago. What version of RT did you upgrade from? If you go to the system configuration page, what's the value of MailCommand? > The only changes in RT I can notice are : > - more users ; > - news scrips and template. Do you mean new templates provided by the RT upgrade, or new templates you've made? If the latter, please send the templates along. From raphael.berlamont at raphux.com Tue Sep 4 12:30:36 2012 From: raphael.berlamont at raphux.com (=?ISO-8859-1?Q?Rapha=EBl_Berlamont?=) Date: Tue, 4 Sep 2012 18:30:36 +0200 Subject: [rt-users] sendmail error (exited with code 75) - RHEL6 In-Reply-To: <50462918.5090506@bestpractical.com> References: <50462918.5090506@bestpractical.com> Message-ID: 2012/9/4 Thomas Sibley > On 09/04/2012 05:52 AM, Rapha?l Berlamont wrote: > > This problem appeared yesterday, the last package update was done on > > July 20th, and the last RT update, 4.0.7, was done 6 days ago. > > What version of RT did you upgrade from? > 4.0.6 (was 4.0.5 a week earlier) > If you go to the system configuration page, what's the value of > MailCommand? > MailCommand 'sendmailpipe' > > > The only changes in RT I can notice are : > > - more users ; > > - news scrips and template. > > Do you mean new templates provided by the RT upgrade, or new templates > you've made? If the latter, please send the templates along. > New template i've set up, very basic though (sorry, French here ;)) : ================= Subject: {$Ticket->Subject} : pris en charge par { $Ticket->OwnerObj->Name } Bonjour, Votre demande n?{$Ticket->id} ({ $Ticket->SubjectTag }) vient d??tre prise en charge par { $Ticket->OwnerObj->Name }. Vous pouvez suivre l?avancement de votre demande en vous connectant sur {$RT::WebURL}Ticket/Display.html?id={$Ticket->id} Il n?est pas n?cessaire de r?pondre ? ce message. -- L??quipe de test rt-test at myfirm.fr ================= -- Rapha?l Berlamont -------------- next part -------------- An HTML attachment was scrubbed... URL: From ptomblin at xcski.com Tue Sep 4 12:43:39 2012 From: ptomblin at xcski.com (Paul Tomblin) Date: Tue, 4 Sep 2012 12:43:39 -0400 Subject: [rt-users] sendmail error (exited with code 75) - RHEL6 In-Reply-To: References: Message-ID: On Tue, Sep 4, 2012 at 11:56 AM, Rapha?l Berlamont wrote: > 2012/9/4 Paul Tomblin >> >> I can't think of any reason why sendmail thinks it needs to tell the >> mail user agent (MUA) this. Mail Transfer Agents (MTA) like sendmail >> should do queuing and retrying automatically. If anybody needs to be >> told that it's temporary failing, it's the sysadmin, not the mail >> sender > > > I agree with your conclusion, but that doesn't explain why a restart of > apache make the thing working again... A limit somewhere ? Are there any > tunning to do for heavy load installation ? (even if I don't really think > that our system is under real heavy load). What's your load average? I seem to recall that by default sendmail would stop delivery if the load average is above 4.0. You can probably find more information in the mail logs. -- http://www.linkedin.com/in/paultomblin http://careers.stackoverflow.com/ptomblin From raphael.berlamont at raphux.com Tue Sep 4 13:14:42 2012 From: raphael.berlamont at raphux.com (=?ISO-8859-1?Q?Rapha=EBl_Berlamont?=) Date: Tue, 4 Sep 2012 19:14:42 +0200 Subject: [rt-users] sendmail error (exited with code 75) - RHEL6 In-Reply-To: References: Message-ID: 2012/9/4 Paul Tomblin > On Tue, Sep 4, 2012 at 11:56 AM, Rapha?l Berlamont > wrote: > > > I agree with your conclusion, but that doesn't explain why a restart of > > apache make the thing working again... A limit somewhere ? Are there any > > tunning to do for heavy load installation ? (even if I don't really think > > that our system is under real heavy load). > > What's your load average? I seem to recall that by default sendmail > would stop delivery if the load average is above 4.0. > We're far from this : [root at dgilx202 ~]# uptime 18:56:25 up 22:57, 1 user, load average: 0.08, 0.05, 0.04 [root at dgilx202 ~]# You can probably find more information in the mail logs. > Sadly, logs don't say anything more. When it start to stop working (until I restart Apache), I have this king message every time RT tries to send a mail : ================ Sep 3 13:04:28 dgilx202 postfix/sendmail[16133]: fatal: digital-service-desk at myfirm.com(48): No recipient addresses found in message header Sep 3 13:04:28 dgilx202 postfix/sendmail[16135]: fatal: digital-service-desk at myfirm.com(48): No recipient addresses found in message header ================ Here you can fin a pastebin of ll those messages : http://pastebin.com/GemuDHSw . This kind of message appeared for the first time yesterday @ 12:54:39 as mentioned in the above pastebin, I've checked in older logs, no occurrence appeared before. -- Rapha?l Berlamont -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Tue Sep 4 13:24:10 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 4 Sep 2012 13:24:10 -0400 Subject: [rt-users] custom actions for inserting multiple mixed v4/v6 IP addresses into a custom field. In-Reply-To: <61746C2CA99A094CAC2CABDDE259AF452607E76F@ITSNT437.iowa.uiowa.edu> References: <61746C2CA99A094CAC2CABDDE259AF452607E76F@ITSNT437.iowa.uiowa.edu> Message-ID: <20120904172410.GG98865@jibsheet.com> On Fri, Aug 31, 2012 at 05:49:36PM +0000, Lundberg, Emory wrote: > I cannot seem to get a scrip that will accept multiple comma-seperated addresses from an email (or any correspondevent for that matter), only one address will be accepted. > The scrip I am using is a custom action that looks like this: I'd suggest looking at what RTIR's IP address parsing routines are doing. You'll want lib/RT/Action/RTIR_FindIP.pm in the RTIR tarball. Also, keep in mind that if you create an Multiple Value IP Address custom field, you still need to add your multiple values one at a time (like if you were adding multiple values to a normal multi-value CF). -kevin > my $Ticket = $self->TicketObj; > my $Transaction = $self->TransactionObj; > my $body = $Transaction->Content(); > my $cf = new RT::CustomField($RT::SystemUser); > my $id; > my $msg; > my $queue = 'Testes'; > > #---IPS > if($body =~ /X-addresses\:(.*)\n/i){ > my $iplist = $1; > ($id,$msg) = $cf->LoadByNameAndQueue (Name=>'ip-addresses', Queue=>$queue); > ($id,$msg) = $Ticket->AddCustomFieldValue (Field => $cf, Value =>$iplist); > } > return(1); > > I'm not opposed to being told I'm going about this the wrong way; present practice for my RT install is to have a web form submit requests, currently that request will have an IP address field that is picked up by a similar scrip (in addition to x-fqdn, x-contact, x-OS, and other information being collected) and I was thinking a comma-seperated list of mixed ipv4,ipv6 could be snarfed in one line and, as long as RT's address parser validated it, we'd be in business. > > > > ? Never use your HawkID's email address and password anywhere else! > Emory Lundberg, Security Friend > Information Security & Policy Office, University of Iowa > > > > > -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From ptomblin at xcski.com Tue Sep 4 13:26:54 2012 From: ptomblin at xcski.com (Paul Tomblin) Date: Tue, 4 Sep 2012 13:26:54 -0400 Subject: [rt-users] sendmail error (exited with code 75) - RHEL6 In-Reply-To: References: Message-ID: On Tue, Sep 4, 2012 at 1:14 PM, Rapha?l Berlamont wrote: > > Here you can fin a pastebin of ll those messages : > http://pastebin.com/GemuDHSw > > . What happens if you just try to send an email to one of those addresses from the command line on that server? I.e. Mail -s "test message" corp_admin_dba at myfirm.fr test me . -- http://www.linkedin.com/in/paultomblin http://careers.stackoverflow.com/ptomblin From trs at bestpractical.com Tue Sep 4 14:13:58 2012 From: trs at bestpractical.com (Thomas Sibley) Date: Tue, 04 Sep 2012 11:13:58 -0700 Subject: [rt-users] sendmail error (exited with code 75) - RHEL6 In-Reply-To: References: <50462918.5090506@bestpractical.com> Message-ID: <504644E6.9010408@bestpractical.com> Unrelated notes about your template below. Hmm. Can you wrap /usr/sbin/sendmail with a tiny shell script that tee's the input somewhere else and then passes it through to the real sendmail? mv -v /usr/sbin/sendmail{,.real} cat /usr/sbin/sendmail #!/bin/bash exec tee -a /tmp/sendmail-stdin | /usr/sbin/sendmail.real "$@" ^D chmod a+rx /usr/sbin/sendmail On 09/04/2012 09:30 AM, Rapha?l Berlamont wrote: > New template i've set up, very basic though (sorry, French here ;)) : > ================= > Subject: {$Ticket->Subject} : pris en charge par { $Ticket->OwnerObj->Name } > Bonjour, The lack of a blank line between your header block (containing Subject: ...) and the body of your message "Bonjour," is going to cause problems. "Bonjour," is going to be parsed as a header. You should put a blank line between the two lines above. From jblaine at kickflop.net Tue Sep 4 15:05:23 2012 From: jblaine at kickflop.net (Jeff Blaine) Date: Tue, 04 Sep 2012 15:05:23 -0400 Subject: [rt-users] OnCreate insert a comment IN the ticket? Message-ID: <504650F3.6010201@kickflop.net> I'm lost in perldoc lib/RT/*.pm land, confused about how/where to create a comment in a ticket at creation-time. We have a need to put a "banner", if you will, as the first comment in every ticket of a particular queue. So, a Scrip that performs a comment "action" on the ticket. The following fails to do anything. Should I be trying to use $self->TransactionObj->SetData() instead... or...? Scrip: Condition: On Create Action: User defined Template: - Stage: TransactionCreate condition: return 1; action preparation: my $ticket = $self->TicketObj; $ticket->Comment(content => "blah!"); cleanup: return 1; From ptomblin at xcski.com Tue Sep 4 15:10:09 2012 From: ptomblin at xcski.com (Paul Tomblin) Date: Tue, 4 Sep 2012 15:10:09 -0400 Subject: [rt-users] OnCreate insert a comment IN the ticket? In-Reply-To: <504650F3.6010201@kickflop.net> References: <504650F3.6010201@kickflop.net> Message-ID: On Tue, Sep 4, 2012 at 3:05 PM, Jeff Blaine wrote: > my $ticket = $self->TicketObj; > $ticket->Comment(content => "blah!"); my $mimeObj = MIME::Entity->build( Type => 'multipart/mixed', 'Message-Id' => RT::Interface::Email::GenMessageId, Subject => $subject, ); $mimeObj->attach( Type => "text/plain", Charset => 'UTF-8', Data => $summary ); $mimeObj->make_singlepart; $ticketObj->Comment(MIMEObj => $mimeObj); -- http://www.linkedin.com/in/paultomblin http://careers.stackoverflow.com/ptomblin From trs at bestpractical.com Tue Sep 4 15:22:25 2012 From: trs at bestpractical.com (Thomas Sibley) Date: Tue, 04 Sep 2012 12:22:25 -0700 Subject: [rt-users] OnCreate insert a comment IN the ticket? In-Reply-To: References: <504650F3.6010201@kickflop.net> Message-ID: <504654F1.9020300@bestpractical.com> On 09/04/2012 12:10 PM, Paul Tomblin wrote: > On Tue, Sep 4, 2012 at 3:05 PM, Jeff Blaine wrote: >> my $ticket = $self->TicketObj; >> $ticket->Comment(content => "blah!"); > > my $mimeObj = MIME::Entity->build( > Type => 'multipart/mixed', > 'Message-Id' => RT::Interface::Email::GenMessageId, > Subject => $subject, > ); > $mimeObj->attach( > Type => "text/plain", > Charset => 'UTF-8', > Data => $summary > ); > $mimeObj->make_singlepart; > $ticketObj->Comment(MIMEObj => $mimeObj); While that works, it's unnecessary. Jeff, the real problem is that you spelled "Content" with a lowercase c. If you were checking the return value of your call to ->Comment you'd be told the call failed and a reason (no message provided). my ($ok, $msg) = $ticket->Comment(...); warn "Comment failed: $msg\n" unless $ok; From asanka_gunasekera at yahoo.co.uk Wed Sep 5 07:09:21 2012 From: asanka_gunasekera at yahoo.co.uk (Asanka Gunasekera) Date: Wed, 5 Sep 2012 12:09:21 +0100 (BST) Subject: [rt-users] status change when reply on resolved ticket In-Reply-To: <1346236356.62636.YahooMailNeo@web133202.mail.ir2.yahoo.com> References: <1346064395.64078.YahooMailNeo@web133206.mail.ir2.yahoo.com> <1346086997.23611.YahooMailNeo@web133204.mail.ir2.yahoo.com> <1346087540.64561.YahooMailNeo@web133202.mail.ir2.yahoo.com> <201208272204.q7RM4OEW009801@shed11.ecs.vuw.ac.nz> <8C9B058C-CAAC-4E33-82F2-31213CF5AA2E@sanger.ac.uk> <1346236356.62636.YahooMailNeo@web133202.mail.ir2.yahoo.com> Message-ID: <1346843361.91135.YahooMailNeo@web133204.mail.ir2.yahoo.com> Hi Have any one written a script to change status (custom field) on requester reply Thanks and Regards ________________________________ From: Asanka Gunasekera To: Tim Cutts ; "rt-users at lists.bestpractical.com" Sent: Wednesday, 29 August 2012, 16:02 Subject: Re: [rt-users] status change when reply on resolved ticket Hi Can I do below Define a script which will change custom field state on reply to a ticket as below 1.?????? Custom filed ?reply stat? a.?????? Waiting on Customer (requester) b.????? Work in progress (internal communication) If the customer (requester) replies the status should changed to ?Work in progress? if the any other reply start should change to ?Waiting on Customer?. If this is possible how to do this? Thanks and regards ________________________________ From: Tim Cutts To: Duncan McEwan Cc: Asanka Gunasekera ; rt-users at lists.bestpractical.com Sent: Tuesday, 28 August 2012, 12:34 Subject: Re: [rt-users] status change when reply on resolved ticket On 27 Aug 2012, at 23:04, Duncan McEwan wrote: > You can't have it both ways.? Either you disable the auto open scrip in > which case you potentially miss a customer responding to a resolved ticket > to say the problem is not fixed.? Or you leave the scrip enabled in which > case you may have to manually re-resolve tickets that are reopened due to > "Thank-you" emails. > > We do that latter and find it not that big a deal for our ticket volumes.? > Your situation may well be different. > > I suppose you could try writing your own auto open scrip that searched > through the body of a reply to try to figure out whether it looked like it > was just saying "thank you".? Maybe someone has already put something like > this on the wiki.? If not, good luck getting something that works reliably...! > > The other suggestion that has been made on the list from time to time is > to have an "On resolve" scrip with a template that includes text along > the lines of "There is no need to reply to this message to thank us if > this issue is now resolved as that will just reopen this closed ticket". > But you'll still get some users doing it anyway... That's what we do too.? The problem is that it tends to mess with ticket resolution times, and that upsets the various managers who rely on dubious statistics like mean time to resolution for KPIs. It's not such a problem for the "thank you" emails, more for the breed of user who each time they have a problem think "who helped me last time?", look through their email, and reply to any old email that appears to have come from that person.? They often re-open tickets which are months or years old.? I'm considering writing a scrip which checks how long ago the ticket was resolved, and if it's longer than a certain threshold, leaves it closed and automatically creates a child ticket with the new transaction in it.? I think there are bits and pieces to do this in the wiki already, (ForkIntoNewTicket or something) but I haven't pieced all of it together yet. Tim -- The Wellcome Trust Sanger Institute is operated by Genome Research Limited, a charity registered in England with number 1021457 and a company registered in England with number 2742969, whose registered office is 215 Euston Road, London, NW1 2BE. -------------- next part -------------- An HTML attachment was scrubbed... URL: From raphael.berlamont at raphux.com Wed Sep 5 08:49:03 2012 From: raphael.berlamont at raphux.com (=?ISO-8859-1?Q?Rapha=EBl_Berlamont?=) Date: Wed, 5 Sep 2012 14:49:03 +0200 Subject: [rt-users] sendmail error (exited with code 75) - RHEL6 In-Reply-To: References: Message-ID: 2012/9/4 Paul Tomblin > What happens if you just try to send an email to one of those > addresses from the command line on that server? I.e. > Mail -s "test message" corp_admin_dba at myfirm.fr > test me > . > Hello Paul, It works and open me a new ticket (no reply though, because root is not correctly aliased). -- Rapha?l Berlamont -------------- next part -------------- An HTML attachment was scrubbed... URL: From ptomblin at xcski.com Wed Sep 5 08:58:51 2012 From: ptomblin at xcski.com (Paul Tomblin) Date: Wed, 5 Sep 2012 08:58:51 -0400 Subject: [rt-users] sendmail error (exited with code 75) - RHEL6 In-Reply-To: References: Message-ID: On Wed, Sep 5, 2012 at 8:49 AM, Rapha?l Berlamont wrote: > 2012/9/4 Paul Tomblin >> >> What happens if you just try to send an email to one of those >> addresses from the command line on that server? I.e. >> Mail -s "test message" corp_admin_dba at myfirm.fr >> test me >> . > > > Hello Paul, > > It works and open me a new ticket (no reply though, because root is not > correctly aliased). Wait a minute - are you saying that RT is sending outgoing mail to addresses that RT will receive and create a ticket for? Won't that lead to a cascade of tickets? -- http://www.linkedin.com/in/paultomblin http://careers.stackoverflow.com/ptomblin From raphael.berlamont at raphux.com Wed Sep 5 09:12:17 2012 From: raphael.berlamont at raphux.com (=?ISO-8859-1?Q?Rapha=EBl_Berlamont?=) Date: Wed, 5 Sep 2012 15:12:17 +0200 Subject: [rt-users] sendmail error (exited with code 75) - RHEL6 In-Reply-To: References: Message-ID: 2012/9/5 Paul Tomblin > Wait a minute - are you saying that RT is sending outgoing mail to > addresses that RT will receive and create a ticket for? Won't that > lead to a cascade of tickets? > Nope. Locally, addresses are like this : xxx at rt.myfirm.fr, translation is done by compagny's MTA. So the mail you told me to send went out of the server, then came back, translated. -- Rapha?l Berlamont -------------- next part -------------- An HTML attachment was scrubbed... URL: From reg.bestpractical at posterus.com Wed Sep 5 11:42:13 2012 From: reg.bestpractical at posterus.com (Maciej Dobrzanski) Date: Wed, 5 Sep 2012 17:42:13 +0200 Subject: [rt-users] status change when reply on resolved ticket Message-ID: <00ab01cd8b7d$0572e0c0$1058a240$@bestpractical@posterus.com> Asanka, ? Hi Have any one written a script to change status (custom field) on requester reply Off the top of my head you can try the following (I have not tested this, I leave it to you): 1. Custom condition: return 0 unless $self->TransactionObj->Type eq "Correspond"; return 0 unless $self->TicketObj->IsRequestor($self->TransactionObj->Creator); return 1; 2. Custom action: my ($success, $msg) = $self->TicketObj->AddCustomFieldValue(Field => 'reply stat', Value => 'Work in progress'); if (!$success) { $RT::Logger->error($msg); return 0; } return 1; Maciek From falcone at bestpractical.com Wed Sep 5 11:44:44 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 5 Sep 2012 11:44:44 -0400 Subject: [rt-users] RT 4.0.7 something odd in debug logs In-Reply-To: References: Message-ID: <20120905154444.GH98865@jibsheet.com> On Fri, Aug 31, 2012 at 09:59:23AM +0100, Tim Cutts wrote: > I switched on debug logs, investigating a different problem, and found an immense number of entries like this: > > [Thu Aug 30 11:43:50 2012] [debug]: Canonicalizing URI '282320' to 'fsck.com-rt://sanger.ac.uk/ticket/282320' (/opt/rt4/sbin/../lib/RT/URI.pm:108) > > I've never seen this before, when enabling debug mode, so I don't know what's changed to cause it. But that URI really doesn't look right to me! > > It doesn't seem to be causing any actual problems in the operation of the RT instance, but there's clearly something wrong somewhere, isn't there? Have I got a config item wrong somewhere? fsck.com-rt:// is RT's internal link schema. What you're seeing is a debug log of the internal conversion of a RefersTo or other link from the external notation to the internal notation. This is a new debug message in 4.0.7 -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From brennanma at gmail.com Wed Sep 5 12:02:02 2012 From: brennanma at gmail.com (Matt Brennan) Date: Wed, 5 Sep 2012 12:02:02 -0400 Subject: [rt-users] On Correspond, Take Unowned Ticket In-Reply-To: References: Message-ID: Following up since I sent this just before a long weekend (at least here in the US). Is anyone able to offer any thoughts / point me in the right direction regarding this? Thanks, Matt On Fri, Aug 31, 2012 at 1:13 PM, Matt Brennan wrote: > I am creating a new queue for some slightly less technical users at my > company, and their manager has requested I set RT to have a user take > ownership of an unowned ticket when they correspond on it via email. I > have accomplished this, for the most part, by creating a scrip with > the following: > > my $Ticket = $self->TicketObj; > my $Transaction = $self->TransactionObj; > my $CreatorId = $Transaction->CreatorObj->Id; > $Ticket->SetOwner($CreatorId); > > The issue is, it shows up as "The RT System Itself - Given to user" > which then generates a notification to the user that the message was > given to them. I also considered change the last line such that: > > $Ticket->_Set(Field=>'Owner', Value=>$CreatorId, RecordTransaction=>0); > > But this obviously doesn't log the transaction, and I DO want to see > the ownership change in the ticket's history. > > My question - can I run the SetOwner (or perhaps the _Set) command AS > the $CreatorId for the transaction? My goal is for it to show up as > "user - Taken" which will not generate the notification. > > Thanks, > Matt From raphael.berlamont at raphux.com Wed Sep 5 13:21:26 2012 From: raphael.berlamont at raphux.com (=?ISO-8859-1?Q?Rapha=EBl_Berlamont?=) Date: Wed, 5 Sep 2012 19:21:26 +0200 Subject: [rt-users] sendmail error (exited with code 75) - RHEL6 In-Reply-To: <504644E6.9010408@bestpractical.com> References: <50462918.5090506@bestpractical.com> <504644E6.9010408@bestpractical.com> Message-ID: 2012/9/4 Thomas Sibley > Unrelated notes about your template below. > > Hmm. Can you wrap /usr/sbin/sendmail with a tiny shell script that > tee's the input somewhere else and then passes it through to the real > sendmail? > > mv -v /usr/sbin/sendmail{,.real} > cat /usr/sbin/sendmail > #!/bin/bash > exec tee -a /tmp/sendmail-stdin | /usr/sbin/sendmail.real "$@" > ^D > chmod a+rx /usr/sbin/sendmail > Well! Very, very strange behaviour that I can't explain : the /tmp/sendmail-stdin filled by tee is fulfilled all the time, but when I encounter the bug, nothing appear in the file! For example, at the very same moment, in /var/log/maillog, I have the following : ============ Sep 5 19:11:10 dgilx202 postfix/smtpd[7412]: connect from unknown[10.223.2.22] Sep 5 19:11:10 dgilx202 postfix/smtpd[7412]: 0F18F25E10: client=unknown[10.223.2.22] Sep 5 19:11:10 dgilx202 postfix/cleanup[7416]: 0F18F25E10: message-id=< 4D44666F4F0B2248A2C57DD0AF573F930ECD1D21 at PLA122VS151.fr.myfirm.org> Sep 5 19:11:10 dgilx202 postfix/qmgr[1793]: 0F18F25E10: from=< raphael.berlamont at myfirm.fr>, size=1803, nrcpt=1 (queue active) Sep 5 19:11:10 dgilx202 postfix/smtpd[7412]: disconnect from unknown[10.223.2.22] Sep 5 19:11:10 dgilx202 postfix/sendmail[7441]: fatal: rt-test at myfirm.fr(48): No recipient addresses found in message header Sep 5 19:11:10 dgilx202 postfix/local[7417]: 0F18F25E10: to=< RT-Test at rt.myfirm.com>, relay=local, delay=0.6, delays=0.02/0/0/0.58, dsn=2.0.0, status=sent (delivered to command: /opt/rt4/bin/rt-mailgate --queue 'Test Queue' --action correspond --url https://rt.myfirm.com) Sep 5 19:11:10 dgilx202 postfix/qmgr[1793]: 0F18F25E10: removed ============ But nothing appeared in "/tmp/sendmail-stdin"... I've done the test 3 times, same result : logs appears in "/var/log/maillog", and nothing in "/tmp/sendmail-stdin". I don't even understand how can this be possible... > On 09/04/2012 09:30 AM, Rapha?l Berlamont wrote: > > New template i've set up, very basic though (sorry, French here ;)) : > > ================= > > Subject: {$Ticket->Subject} : pris en charge par { > $Ticket->OwnerObj->Name } > > Bonjour, > > The lack of a blank line between your header block (containing Subject: > ...) and the body of your message "Bonjour," is going to cause problems. > "Bonjour," is going to be parsed as a header. You should put a blank > line between the two lines above. > Thank you, I corrected this. -- Rapha?l Berlamont -------------- next part -------------- An HTML attachment was scrubbed... URL: From Jim.Tambling at datatote.co.uk Wed Sep 5 16:06:43 2012 From: Jim.Tambling at datatote.co.uk (Jim Tambling) Date: Wed, 5 Sep 2012 21:06:43 +0100 Subject: [rt-users] ExternalAUth Message-ID: Hi, I am trying to get ExternalAuth against AD working on an existing RT instance. I can successfully login using AD credentials, however I would like to limit access by group membership. When I try to do this it simply wont work. Attached is my RT_SiteConfig.pm ("anonymized"). This config works as I have commented out the sections relevant to group membership. Can someone point out where I'm going wrong? Regards Jim Tambling Network Services Data Tote (England) Ltd. Set($Timezone, "Europe/London"); Set($rtname, 'CGS ITC Department'); Set($Organization, 'xxxxxxxxx.xxxxxx.sch.uk'); Set($CorrespondAddress , 'rt-support at xxxxxxxxx.xxxxxx.sch.uk'); Set($CommentAddress , 'rt-support-c at xxxxxxxxx.xxxxxx.sch.uk'); Set( $rtname, 'My Organization'); # THE WEBSERVER: Set($WebDomain, 'request.xxxxxxxx.com'); Set($WebPath , "/rt"); Set($WebBaseURL , "http://request.xxxxxxxx.com"); # The Database Set($DatabasePassword, q{xxxxxxxx}); # MAIL CONFIG #Set($MailCommand , 'smtp'); # You must install Plugins on your own, this is only an example # of the correct syntax to use when activating them. # There should only be one @Plugins declaration in your config file. #Set(@Plugins,(qw(RT::Extension::QuickDelete RT::Extension::CommandByMail))); Set(@Plugins,(qw(RTx::AssetTracker RT::Extension::MandatorySubject RT::Extension::ResetPassword RT::Authen::ExternalAuth))); Set($ExternalAuthPriority, [ 'My_LDAP', ] ); Set($ExternalInfoPriority, [ 'My_LDAP' ] ); # If this is set to true, then the relevant packages will # be loaded to use SSL/TLS connections. At the moment, # this just means "use Net::SSLeay;" Set($ExternalServiceUsesSSLorTLS, 0); # If this is set to 1, then users should be autocreated by RT # as internal users if they fail to authenticate from an # external service. Set($AutoCreateNonExternalUsers, 0); # These are the full settings for each external service as a HashOfHashes # Note that you may have as many external services as you wish. They will # be checked in the order specified in the Priority directives above. # e.g. # Set($ExternalAuthPriority,['My_LDAP','My_MySQL','My_Oracle','SecondaryLD AP','Other-DB']); # Set($ExternalAuthPriority,['My_LDAP']); Set($ExternalSettings, { # First LDAP 'My_LDAP' => { ## GENERIC SECTION # The type of service (db/ldap/cookie) 'type' => 'ldap', # The server hosting the service 'server' => 'dc1.xxxxxxxx.com', ## SERVICE-SPECIFIC SECTION # If you can bind to your LDAP server anonymously you should # remove the user and pass config lines, otherwise specify them here: # # The username RT should use to connect to the LDAP server 'user' => 'rtbind at xxxxxxxx.com', # The password RT should use to connect to the LDAP server 'pass' => 'xxxxxxxxxx', # # The LDAP search base 'base' => 'ou=XXX,dc=xxxxxxxx,dc=com', # # ALL FILTERS MUST BE VALID LDAP FILTERS ENCASED IN PARENTHESES! # YOU **MUST** SPECIFY A filter AND A d_filter!! # # The filter to use to match RT-Users 'filter' => '(&(ObjectCategory=User)(ObjectClass=Person))', # A catch-all example filter: '(objectClass=*)' # # The filter that will only match disabled users 'd_filter' => '(userAccountControl:1.2.840.113556.1.4.803:=2)', # A catch-none example d_filter: '(objectClass=FooBarBaz)' # # Should we try to use TLS to encrypt connections? 'tls' => 1, # SSL Version to provide to Net::SSLeay *if* using SSL 'ssl_version' => 3, # What other args should I pass to Net::LDAP->new($host, at args)? 'net_ldap_args' => [ version => 3 ], # Does authentication depend on group membership? What group name? #'group' => 'cn=Request_Tracker,ou=Groups,ou=XXXXXXXXX,ou=XXX,dc=xxxxxxxx,dc=com', # What is the attribute for the group object that determines membership? #'group_attr' => 'memberOf', # What is the attribute of the user entry that should be matched against group_attr above? (Optional; defaults to 'dn') # 'group_attr_value' => 'GROUP_ATTR_VALUE', ## RT ATTRIBUTE MATCHING SECTION 'attr_match_list' => [ 'Name', 'EmailAddress' ], # The mapping of RT attributes on to LDAP attributes 'attr_map' => { 'Name' => 'sAMAccountName', 'EmailAddress' => 'mail' } }, } ); 1; -------------- next part -------------- An HTML attachment was scrubbed... URL: From karl at heatcon.com Wed Sep 5 20:44:41 2012 From: karl at heatcon.com (Karl Banasky) Date: Wed, 5 Sep 2012 17:44:41 -0700 (PDT) Subject: [rt-users] Sending email- script error In-Reply-To: <994910540.149546.1346891665941.JavaMail.root@heatcon.com> Message-ID: <1979312427.149618.1346892281517.JavaMail.root@heatcon.com> Hello everyone. I have been searching for information and a resolution for an error I am having with RT 4.0.7 and can't find anything in regards to it; have had this issue since 4.0.6 upgrade (on new server and new install). I believe it is something simple in the PERL code or that I don't have a setting correct in my RT_SiteConfig file but without something to aim me in a direction I am helplessly lost. As you might have guessed I am PERL illiterate. I have searched on terms in the error but since google stopped the use of quotes... sadness in sues my efforts. Most issues I can get resolved but this leaves me dumb-founded. Any help would be greatly appreciated and hopefully searchable by others that have similar issues. The error I get is when I go to reply to a ticket. As you can see bellow it looks to crash. No error is given in the RT web interface and we find no log or response in the web interface to show email was created and sent. I do not have this issue on my "on create" action as those emails are getting created and sent. It seems to be contained to my "on correspond" action. System: Centos 6 - latest updates and all standard packages. Description: On Correspond Notify Owner Condition: ONCorrespond Action: NotifyOwner Template: Global:CorrespondNotifyOwner Stage: TransactionCreate Error message ( from /var/log/messages): Sep 5 17:02:06 itsys RT: error: unexpected end of header (/opt/rt4/sbin/../lib/RT/Template.pm:387) Sep 5 17:02:06 itsys RT: error: unexpected end of header (/opt/rt4/sbin/../lib/RT/Template.pm:387) Sep 5 17:02:06 itsys RT: error: unexpected end of header (/opt/rt4/sbin/../lib/RT/Template.pm:387) Sep 5 17:02:06 itsys RT: error: unexpected end of header (/opt/rt4/sbin/../lib/RT/Template.pm:387) Sep 5 17:02:06 itsys RT: Use of uninitialized value in pattern match (m//) at /opt/rt4/sbin/../lib/RT/ScripAction.pm line 169. (/opt/rt4/sbin/../lib/RT/ScripAction.pm:169) Sep 5 17:02:06 itsys RT: Scrip Prepare 1 died. - Require of RT::Action::d failed.#012Can't locate RT/Action/d.pm in @INC (@INC contains: /opt/rt4/sbin/../local/lib /opt/rt4/sbin/../lib /usr/local/lib64/perl5 /usr/local/share/perl5 /usr/lib64/perl5/vendor_perl /usr/share/perl5/vendor_perl /usr/lib64/perl5 /usr/share/perl5 . /etc/httpd) at (eval 1809) line 3.#012#012Stack:#012 [(eval 1809):3]#012 [/opt/rt4/sbin/../lib/RT/Scrip.pm:443]#012 [/opt/rt4/sbin/../lib/RT/Scrips.pm:234]#012 [/opt/rt4/sbin/../lib/RT/Transaction.pm:179]#012 [/opt/rt4/sbin/../lib/RT/Record.pm:1461]#012 [/opt/rt4/sbin/../lib/RT/Ticket.pm:2270]#012 [/opt/rt4/sbin/../lib/RT/Ticket.pm:2176]#012 [/opt/rt4/sbin/../lib/RT/Ticket.pm:2313]#012 [/opt/rt4/share/html/Ticket/Elements/PreviewScrips:52]#012 [/opt/rt4/share/html/Ticket/Update.html:192]#012 [/opt/rt4/share/html/Widgets/TitleBox:56]#012 [/opt/rt4/share/html/Ticket/Update.html:193]#012 [/opt/rt4/share/html/Ticket/autohandler:19]#012 [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:576]#012 [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:326]#012 [/opt/rt4/share/html/autohandler:53]#012#012#012Stack:#012 [/opt/rt4/sbin/../lib/RT/ScripAction.pm:173]#012 [/opt/rt4/sbin/../lib/RT/Scrip.pm:443]#012 [/opt/rt4/sbin/../lib/RT/Scrips.pm:234]#012 [/opt/rt4/sbin/../lib/RT/Transaction.pm:179]#012 [/opt/rt4/sbin/../lib/RT/Record.pm:1461]#012 [/opt/rt4/sbin/../lib/RT/Ticket.pm:2270]#012 [/opt/rt4/sbin/../lib/RT/Ticket.pm:2176]#012 [/opt/rt4/sbin/../lib/RT/Ticket.pm:2313]#012 [/opt/rt4/share/html/Ticket/Elements/PreviewScrips:52]#012 [/opt/rt4/share/html/Ticket/Update.html:192]#012 [/opt/rt4/share/html/Widgets/TitleBox:56]#012 [/opt/rt4/share/html/Ticket/Update.html:193]#012 [/opt/rt4/share/html/Ticket/autohandler:19]#012 [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:576]#012 [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:326]#012 [/opt/rt4/share/html/autohandler:53] (/opt/rt4/sbin/../lib/RT/Scrip.pm:451) The last part has "#012" which is ASCII code for a "RETURN" so it should read, I think, like this" Sep 5 17:02:06 itsys RT: Scrip Prepare 1 died. - Require of RT::Action::d failed. Can't locate RT/Action/d.pm in @INC (@INC contains: /opt/rt4/sbin/../local/lib /opt/rt4/sbin/../lib /usr/local/lib64/perl5 /usr/local/share/perl5 /usr/lib64/perl5/vendor_perl /usr/share/perl5/vendor_perl /usr/lib64/perl5 /usr/share/perl5 . /etc/httpd) at (eval 1809) line 3. Stack: [(eval 1809):3] [/opt/rt4/sbin/../lib/RT/Scrip.pm:443] [/opt/rt4/sbin/../lib/RT/Scrips.pm:234] [/opt/rt4/sbin/../lib/RT/Transaction.pm:179] [/opt/rt4/sbin/../lib/RT/Record.pm:1461] [/opt/rt4/sbin/../lib/RT/Ticket.pm:2270] [/opt/rt4/sbin/../lib/RT/Ticket.pm:2176] [/opt/rt4/sbin/../lib/RT/Ticket.pm:2313] [/opt/rt4/share/html/Ticket/Elements/PreviewScrips:52] [/opt/rt4/share/html/Ticket/Update.html:192] [/opt/rt4/share/html/Widgets/TitleBox:56] [/opt/rt4/share/html/Ticket/Update.html:193] [/opt/rt4/share/html/Ticket/autohandler:19] [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:576] [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:326] [/opt/rt4/share/html/autohandler:53] Stack: [/opt/rt4/sbin/../lib/RT/ScripAction.pm:173] [/opt/rt4/sbin/../lib/RT/Scrip.pm:443] [/opt/rt4/sbin/../lib/RT/Scrips.pm:234] [/opt/rt4/sbin/../lib/RT/Transaction.pm:179] [/opt/rt4/sbin/../lib/RT/Record.pm:1461] [/opt/rt4/sbin/../lib/RT/Ticket.pm:2270] [/opt/rt4/sbin/../lib/RT/Ticket.pm:2176] [/opt/rt4/sbin/../lib/RT/Ticket.pm:2313] [/opt/rt4/share/html/Ticket/Elements/PreviewScrips:52] [/opt/rt4/share/html/Ticket/Update.html:192] [/opt/rt4/share/html/Widgets/TitleBox:56] [/opt/rt4/share/html/Ticket/Update.html:193] [/opt/rt4/share/html/Ticket/autohandler:19] [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:576] [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:326] [/opt/rt4/share/html/autohandler:53] (/opt/rt4/sbin/../lib/RT/Scrip.pm:451) Template used - with Perl option checked: RT-Attach-Message: yes You receive this email because you are owner of this ticket. {$Transaction->Description} ===================================================================== Ticket: {$RT::WebURL}Ticket/Display.html?id={$Ticket->id} Queue: {$Ticket->QueueObj->Name} Requestors: {$Ticket->RequestorAddresses} Owner: {$Ticket->OwnerObj->Name} Status: {$Ticket->Status} Subject: "{$Transaction->Subject || $Ticket->Subject || "(No subject given)"}" {$Transaction->Content()} ===================================================================== Thanks. Karl Banasky From JKoermer at prg.com Wed Sep 5 21:31:03 2012 From: JKoermer at prg.com (Jennifer Koermer) Date: Thu, 6 Sep 2012 01:31:03 +0000 Subject: [rt-users] Problems with Scrip #5 - On Correspond Notify AdminCcs Message-ID: <0DB62BF0BA7246409E50F16FC002E562AE46744D@MBNA2.prg.com> All, We've just upgrade to 4.0.6 and are experiencing some issues with notifications. The current issue is with Scrip #5. When a priviliged user responds to the ticket via email, Scrip #5 runs and notifications are sent to AdminCCs. When a unpriviliged user (i.e. the requestor) responds to the ticket via email, the correspondence is added to the ticket history, but notifications are not actually sent out to AdminCCs. I upped the logs and did a side by side comparison of responses via email from a priviliged user and unprivliged user. I've highlighted the main difference that I see in red. [Thu Sep 6 00:50:23 2012] [debug]: Found 4 scrips for TransactionBatch stage with applicable type(s) Correspond for txn #1421196 on ticket #162291 (/opt/rt4/sbin/../lib/RT/Scrips.pm:425) [Thu Sep 6 00:50:23 2012] [debug]: Scrip #5: Checking Transaction Type: Correspond ((eval 1554):10) [Thu Sep 6 00:50:23 2012] [debug]: Scrip #5: Owner = RT::Ticket=HASH(0x7f8a8704f708)->Owner ((eval 1554):11) [Thu Sep 6 00:50:23 2012] [debug]: Scrip #5: Requestor = unprivileged at domain.com ((eval 1554):12) [Thu Sep 6 00:50:23 2012] [debug]: Scrip #5: Actor = priviliged at domain.com ((eval 1554):13) [Thu Sep 6 00:50:23 2012] [debug]: Scrip #5: Ticket ID = RT::Ticket=HASH(0x7f8a8704f708)->ID ((eval 1554):14) [Thu Sep 6 00:50:23 2012] [debug]: Scrip #5: Correspondence. Checking content. ((eval 1554):16) [Thu Sep 6 00:50:23 2012] [debug]: Scrip #5: Content does not begin with --. Returning 1. ((eval 1554):18) [Thu Sep 6 00:50:23 2012] [info]: > Scrip #57 - Check Exception On Create Notify ((eval 1580):10) [Thu Sep 6 00:50:23 2012] [debug]: Skipping Scrip #57 because it isn't applicable (/opt/rt4/sbin/../lib/RT/Scrips.pm:247) [Thu Sep 6 00:50:23 2012] [debug]: Skipping Scrip #2 because it isn't applicable (/opt/rt4/sbin/../lib/RT/Scrips.pm:247) [Thu Sep 6 00:50:23 2012] [debug]: Skipping Scrip #10 because it isn't applicable (/opt/rt4/sbin/../lib/RT/Scrips.pm:247) [Thu Sep 6 00:50:23 2012] [debug]: Committing scrip #5 on txn #1421196 of ticket #162291 (/opt/rt4/sbin/../lib/RT/Scrips.pm:192) [Thu Sep 6 00:50:23 2012] [debug]: Calling SetRecipientDigests for transaction RT::Transaction=HASH(0x7f8a940f7d00), id 1421196 (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:651) [Thu Sep 6 00:50:23 2012] [debug]: Working on mailfield Cc; recipients are (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:667) [Thu Sep 6 00:50:23 2012] [debug]: Subject: RE: [DevOps #162291] Resolved: Test Ticket - Correspondence From: "Privileged User" >> Reply-To: RT > In-Reply-To: > References: RT-Ticket-162291 at domain.com ,,> > Message-ID: xt at domain.com> Precedence: bulk X-RT-Loop-Prevention: domain.com RT-Ticket: domain.com #162291 Managed-by: RT 4.0.6 (http://www.bestpractical.com/rt/) RT-Originator: priviligeduser at domain.com Bcc: List of AdminCcs To: "AdminCc of domain.com Ticket No. 162291":; MIME-Version: 1.0 Content-Transfer-Encoding: 8bit Content-Type: text/plain; charset="utf-8" X-RT-Original-Encoding: utf-8 (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:674) [Thu Sep 6 00:50:23 2012] [debug]: Removing deferred recipients from Cc: line (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:697) [Thu Sep 6 00:50:23 2012] [debug]: Setting deferred recipients for attribute creation (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:706) When the priviliged user responds to a ticket via email, Bcc: and To: are listed as part of the email. When a non-priviliged user responds, these lines are just missing. Eventually, I see the following line when I'l looking at the output from an unpriviliged user: [Thu Sep 6 00:50:01 2012] [debug]: Setting deferred recipients for attribute creation (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:706) [Thu Sep 6 00:50:01 2012] [debug]: No recipients found for deferred delivery on transaction #1421195 (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:719) [Thu Sep 6 00:50:01 2012] [info]: > #162291/1421195 - Scrip 5 On Correspond Notify AdminCcs (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:308) [Thu Sep 6 00:50:01 2012] [info]: > No recipients found. Not sending. (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:353) I've customized the actions in Scrip #5 so that email that are empty and begin with --(the signature bit in rt) are not sent. However, I've updated it back to just condition: Correspondence, and saw the exact same results. I've updated permssions, as I originally thought this was a permissions issue. The queue that I've been tested allows "Everyone" the ability to create, comment, and reply to tickets. Is this a bug or am I missing something? We heavily rely on email in our current use of RT, so this is a pretty major issue for us.... P.S., Thank you for all of the improvements to RT4! Thanks! Jennifer -------------- next part -------------- An HTML attachment was scrubbed... URL: From raphael.berlamont at raphux.com Thu Sep 6 09:55:40 2012 From: raphael.berlamont at raphux.com (=?ISO-8859-1?Q?Rapha=EBl_Berlamont?=) Date: Thu, 6 Sep 2012 15:55:40 +0200 Subject: [rt-users] sendmail error (exited with code 75) - RHEL6 In-Reply-To: References: <50462918.5090506@bestpractical.com> <504644E6.9010408@bestpractical.com> Message-ID: 2012/9/5 Rapha?l Berlamont > 2012/9/4 Thomas Sibley > >> Unrelated notes about your template below. >> >> Hmm. Can you wrap /usr/sbin/sendmail with a tiny shell script that >> tee's the input somewhere else and then passes it through to the real >> sendmail? >> >> mv -v /usr/sbin/sendmail{,.real} >> cat /usr/sbin/sendmail >> #!/bin/bash >> exec tee -a /tmp/sendmail-stdin | /usr/sbin/sendmail.real "$@" >> ^D >> chmod a+rx /usr/sbin/sendmail >> > > I've done the test 3 times, same result : logs appears in > "/var/log/maillog", and nothing in "/tmp/sendmail-stdin". I don't even > understand how can this be possible... > I confirm this behaviour. I slightly modified the script : ############################################ [root at dgilx202 ~]# cat /usr/sbin/sendmail #!/bin/bash TMP_FILE="/tmp/sendmail-stdin" echo "=====NEW SENDMAIL CALL=======" >> "${TMP_FILE}" echo "`date +%Y%m%d-%H%M%S`" >> "${TMP_FILE}" echo "========MESSAGE BEGIN========" >> "${TMP_FILE}" exec tee -a "${TMP_FILE}" | /usr/sbin/sendmail.real "$@" echo "========MESSAGE ENDED========" >> "${TMP_FILE}" echo "`date +%Y%m%d-%H%M%S`" >> "${TMP_FILE}" echo "======END SENDMAIL CALL======" >> "${TMP_FILE}" [root at dgilx202 ~]# ############################################ And with a test, here is what I have in the log fie : ############################################ [root at dgilx202 ~]# tail -f /tmp/sendmail-stdin =====NEW SENDMAIL CALL======= 20120906-154906 ========MESSAGE BEGIN======== ========MESSAGE ENDED======== 20120906-154906 ======END SENDMAIL CALL====== ^C [root at dgilx202 ~]# ############################################ And in the maillog, this what I have : ############################################ Sep 6 15:49:06 dgilx202 postfix/smtpd[19149]: connect from unknown[10.223.2.22] Sep 6 15:49:06 dgilx202 postfix/smtpd[19149]: 3B22B23538: client=unknown[10.223.2.22] Sep 6 15:49:06 dgilx202 postfix/cleanup[19154]: 3B22B23538: message-id=< 4D44666F4F0B2248A2C57DD0AF573F930ECD205E at PLA122VS151.fr.myfirm.org> Sep 6 15:49:06 dgilx202 postfix/qmgr[1793]: 3B22B23538: from=< raphael.berlamont at myfirm.fr>, size=1803, nrcpt=1 (queue active) Sep 6 15:49:06 dgilx202 postfix/smtpd[19149]: disconnect from unknown[10.223.2.22] Sep 6 15:49:06 dgilx202 postfix/sendmail[19225]: fatal: rt-test at myfirm.fr(48): No recipient addresses found in message header Sep 6 15:49:06 dgilx202 postfix/local[19155]: 3B22B23538: to=< RT-Test at rt.myfirm.com>, relay=local, delay=0.6, delays=0.02/0/0/0.58, dsn=2.0.0, status=sent (delivered to command: /opt/rt4/bin/rt-mailgate --queue 'Test Queue' --action correspond --url https://rt.myfirm.com) Sep 6 15:49:06 dgilx202 postfix/qmgr[1793]: 3B22B23538: removed ############################################ So I can now tell that sendmail IS called, but nothing is piped in, or it crashs before RT can pipe anything in it... Idea ? -- Rapha?l Berlamont -------------- next part -------------- An HTML attachment was scrubbed... URL: From robert at robertblackwell.com Thu Sep 6 10:07:22 2012 From: robert at robertblackwell.com (Robert Blackwell) Date: Thu, 6 Sep 2012 10:07:22 -0400 Subject: [rt-users] Using 'today' in an Advanced search gives different results than using explicit date. In-Reply-To: <5037B2ED.9060307@bestpractical.com> References: <5037B2ED.9060307@bestpractical.com> Message-ID: On Fri, Aug 24, 2012 at 12:59 PM, Thomas Sibley wrote: > On 08/24/2012 09:35 AM, Robert Blackwell wrote: >> For example I would expect these to return the same tickets but they don't: >> >> This returns 7 tickets. >> Status != 'resolved' AND CF.{FollowUp} < '2012-08-25' >> >> This returns 513. >> Status != 'resolved' AND CF.{FollowUp} < 'tomorrow' > > Capture the SQL that gets run for those queries, and we can see the > difference between parsing. It _shouldn't_ be different, but I'm > guessing an implicit time part might be sneaking in. > Here is the SQL and stack trace of two queries obtained by using "Configuration ? Tools ? SQL Queries". SELECT COUNT(DISTINCT main.id) FROM Tickets main JOIN ObjectCustomFieldValues ObjectCustomFieldValues_1 ON ( ObjectCustomFieldValues_1.CustomField = '49' ) AND ( ObjectCustomFieldValues_1.ObjectType = 'RT::Ticket' ) AND ( ObjectCustomFieldValues_1.Disabled = '0' ) AND ( ObjectCustomFieldValues_1.ObjectId = main.id ) LEFT JOIN CustomFieldValues CustomFieldValues_2 ON ( CustomFieldValues_2.CustomField = ObjectCustomFieldValues_1.CustomField ) AND ( CustomFieldValues_2.Name = ObjectCustomFieldValues_1.Content ) WHERE (main.Status != 'deleted') AND (main.Queue = '74' AND ( ( ( ObjectCustomFieldValues_1.Content < 'today' OR ( ( ObjectCustomFieldValues_1.Content = '' OR ObjectCustomFieldValues_1.Content IS NULL ) AND ObjectCustomFieldValues_1.LargeContent < 'today' ) ) ) ) ) AND (main.Type = 'ticket') AND (main.EffectiveId = main.id) Toggle stack trace Stack: [/opt/rt4/sbin/../lib/RT/Handle.pm:1180] [/usr/local/share/perl5/DBIx/SearchBuilder/Handle.pm:589] [/usr/local/share/perl5/DBIx/SearchBuilder.pm:291] [/opt/rt4/sbin/../lib/RT/SearchBuilder.pm:331] [/opt/rt4/sbin/../lib/RT/Tickets.pm:2961] [/usr/local/share/perl5/DBIx/SearchBuilder.pm:1461] [/opt/rt4/sbin/../lib/RT/Tickets.pm:2871] [/opt/rt4/share/html/Search/Results.html:132] [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:548] [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:295] [/opt/rt4/share/html/autohandler:53] SELECT COUNT(DISTINCT main.id) FROM Tickets main JOIN ObjectCustomFieldValues ObjectCustomFieldValues_1 ON ( ObjectCustomFieldValues_1.CustomField = '49' ) AND ( ObjectCustomFieldValues_1.ObjectType = 'RT::Ticket' ) AND ( ObjectCustomFieldValues_1.Disabled = '0' ) AND ( ObjectCustomFieldValues_1.ObjectId = main.id ) LEFT JOIN CustomFieldValues CustomFieldValues_2 ON ( CustomFieldValues_2.CustomField = ObjectCustomFieldValues_1.CustomField ) AND ( CustomFieldValues_2.Name = ObjectCustomFieldValues_1.Content ) WHERE (main.Status != 'deleted') AND (main.Queue = '74' AND ( ( ( ObjectCustomFieldValues_1.Content < '2012-08-27' OR ( ( ObjectCustomFieldValues_1.Content = '' OR ObjectCustomFieldValues_1.Content IS NULL ) AND ObjectCustomFieldValues_1.LargeContent < '2012-08-27' ) ) ) ) ) AND (main.Type = 'ticket') AND (main.EffectiveId = main.id) Toggle stack trace Stack: [/opt/rt4/sbin/../lib/RT/Handle.pm:1180] [/usr/local/share/perl5/DBIx/SearchBuilder/Handle.pm:589] [/usr/local/share/perl5/DBIx/SearchBuilder.pm:291] [/opt/rt4/sbin/../lib/RT/SearchBuilder.pm:331] [/opt/rt4/sbin/../lib/RT/Tickets.pm:2961] [/usr/local/share/perl5/DBIx/SearchBuilder.pm:1461] [/opt/rt4/sbin/../lib/RT/Tickets.pm:2871] [/opt/rt4/share/html/Search/Results.html:132] [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:548] [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:295] [/opt/rt4/share/html/autohandler:53] Thanks Robert From winn_johnston at yahoo.com Thu Sep 6 10:54:09 2012 From: winn_johnston at yahoo.com (Winn Johnston) Date: Thu, 6 Sep 2012 07:54:09 -0700 (PDT) Subject: [rt-users] Custom SQL In-Reply-To: References: <5037B2ED.9060307@bestpractical.com> Message-ID: <1346943249.1211.YahooMailNeo@web125703.mail.ne1.yahoo.com> All, I am trying to create a top closers list on the default dashboard. I have the exact SQL statment i want to use, but i am lost after that. select u.Name as User, count(1) as TotalClosedTix from Users u join Tickets t on u.id = t.owner where t.Status = "resolved" group by u.Name order by 2 desc limit 10 \G; *************************** 1. row *************************** ? ? ? ? ? User: winnj TotalClosedTix: 6 *************************** 2. row *************************** ? ? ? ? ? User: dennisc TotalClosedTix: 3 *************************** 3. row *************************** ? ? ? ? ? User: royced TotalClosedTix: 1 3 rows in set (0.00 sec) Can someone please help? Thanks Winn Johnston -------------- next part -------------- An HTML attachment was scrubbed... URL: From jasonm at kelman.com Thu Sep 6 11:28:30 2012 From: jasonm at kelman.com (Jason Marshall) Date: Thu, 6 Sep 2012 09:28:30 -0600 (MDT) Subject: [rt-users] How to grant access to users to edit the values in custom fields? Message-ID: Hi all, I'm using rt-3.8.8. Looking at the permissions I can grant, I thought this would be pretty simple. I granted Modify and Admin rights on the custom field itself, but at this point a Configure menu doesn't even appear on the left side of the users' screens. Is there something else I need to grant for that menu to show up? Thanks, and sorry if this is something stupid -- I've googled all the words I can think of, and nothing has helped so far... --- Jason Marshall IT Manager Kelman Data Management From brennanma at gmail.com Thu Sep 6 12:49:24 2012 From: brennanma at gmail.com (Matt Brennan) Date: Thu, 6 Sep 2012 12:49:24 -0400 Subject: [rt-users] How to grant access to users to edit the values in custom fields? In-Reply-To: References: Message-ID: On version 4, there is a permission called "ShowConfigTab" which is also required. If memory serves, that was the same on 3.8. -Matt On Thu, Sep 6, 2012 at 11:28 AM, Jason Marshall wrote: > Hi all, I'm using rt-3.8.8. Looking at the permissions I can grant, I > thought this would be pretty simple. I granted Modify and Admin rights on > the custom field itself, but at this point a Configure menu doesn't even > appear on the left side of the users' screens. Is there something else I > need to grant for that menu to show up? Thanks, and sorry if this is > something stupid -- I've googled all the words I can think of, and nothing > has helped so far... > > --- > Jason Marshall > IT Manager > Kelman Data Management From falcone at bestpractical.com Thu Sep 6 13:09:49 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 6 Sep 2012 13:09:49 -0400 Subject: [rt-users] check for available recipients on reply In-Reply-To: <080765e9-25d0-4e8d-b857-ff3b66f0affa@akosua.telenet-ops.be> References: <080765e9-25d0-4e8d-b857-ff3b66f0affa@akosua.telenet-ops.be> Message-ID: <20120906170949.GI98865@jibsheet.com> On Mon, Sep 03, 2012 at 12:00:52PM +0200, inbel1 at telenet.be wrote: > Our internal staff uses comments to put information in tickets for co-workers that can't be viewed by customers. > Customer information is shared via correspondence. > > Last week, a staff member deleted (accidentaly) the requestor of a ticket. There were no other cc's or admin cc's. > When the staff member clicked on Reply, RT did not sent a outgoing mail, but the message was flagged as Correspondence. > > So I would like to make a check that returns an error to the user when he/she tries to reply on a ticket with no watchers. > Should I try to do it with a scrip or should I adapt the Email.pm? You may want to grant the ShowOutgoingMail right and turn on the SimplifiedRecipients configuration which will make a box appear above the reply box indicating who will get this email. Turning off SimplifiedRecipients will get you a much more detailed view below the reply. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From jasonm at kelman.com Thu Sep 6 13:54:25 2012 From: jasonm at kelman.com (Jason Marshall) Date: Thu, 6 Sep 2012 11:54:25 -0600 (MDT) Subject: [rt-users] How to grant access to users to edit the values in custom fields? In-Reply-To: References: Message-ID: Thanks Matt, that might just have done it. I set it for the Privileged Users group, so anyone who needs to do something in there should now be able to. I'm getting the users to test now -- thanks again! > On version 4, there is a permission called "ShowConfigTab" which is > also required. If memory serves, that was the same on 3.8. > > -Matt > > On Thu, Sep 6, 2012 at 11:28 AM, Jason Marshall wrote: >> Hi all, I'm using rt-3.8.8. Looking at the permissions I can grant, I >> thought this would be pretty simple. I granted Modify and Admin rights on >> the custom field itself, but at this point a Configure menu doesn't even >> appear on the left side of the users' screens. Is there something else I >> need to grant for that menu to show up? Thanks, and sorry if this is >> something stupid -- I've googled all the words I can think of, and nothing >> has helped so far... >> >> --- >> Jason Marshall >> IT Manager >> Kelman Data Management > > --- Jason Marshall IT Manager Kelman Data Management 403.294.7557 From trs at bestpractical.com Thu Sep 6 14:27:40 2012 From: trs at bestpractical.com (Thomas Sibley) Date: Thu, 06 Sep 2012 11:27:40 -0700 Subject: [rt-users] sendmail error (exited with code 75) - RHEL6 In-Reply-To: References: <50462918.5090506@bestpractical.com> <504644E6.9010408@bestpractical.com> Message-ID: <5048EB1C.90108@bestpractical.com> On 09/06/2012 06:55 AM, Rapha?l Berlamont wrote: > So I can now tell that sendmail IS called, but nothing is piped in, or > it crashs before RT can pipe anything in it... This is indeed strange. Can you show us the output of `apachectl -V`? apachectl may be spelled apache2ctl or httpdctl on RHEL, not sure off the top of my head. From trs at bestpractical.com Thu Sep 6 14:34:10 2012 From: trs at bestpractical.com (Thomas Sibley) Date: Thu, 06 Sep 2012 11:34:10 -0700 Subject: [rt-users] Using 'today' in an Advanced search gives different results than using explicit date. In-Reply-To: References: <5037B2ED.9060307@bestpractical.com> Message-ID: <5048ECA2.1030109@bestpractical.com> On 09/06/2012 07:07 AM, Robert Blackwell wrote: > Here is the SQL and stack trace of two queries obtained by using > "Configuration ? Tools ? SQL Queries". > [snip] > ObjectCustomFieldValues_1.Content < 'today' Er, right. I forgot that date and datetime CFs don't get the same "natural language" parsing that core datetime fields do. This is a known bug, and I believe we have a ticket open about it (but maybe not, can't find it quickly). Sorry about that. From kenn.crocker at gmail.com Fri Sep 7 01:54:48 2012 From: kenn.crocker at gmail.com (Kenneth Crocker) Date: Thu, 6 Sep 2012 22:54:48 -0700 Subject: [rt-users] Custom SQL In-Reply-To: <1346943249.1211.YahooMailNeo@web125703.mail.ne1.yahoo.com> References: <5037B2ED.9060307@bestpractical.com> <1346943249.1211.YahooMailNeo@web125703.mail.ne1.yahoo.com> Message-ID: Winn, Are you using the RT SQL provided with the system? Once you've created a search with RTSQL, you save the search and then it is available to be used in a Dashboard. Hope this helps. Kenn On Thu, Sep 6, 2012 at 7:54 AM, Winn Johnston wrote: > All, > > I am trying to create a top closers list on the default dashboard. I have > the exact SQL statment i want to use, but i am lost after that. > > select u.Name as User, count(1) as TotalClosedTix from Users u join > Tickets t on u.id = t.owner where t.Status = "resolved" group by u.Name > order by 2 desc limit 10 \G; > > *************************** 1. row *************************** > User: winnj > TotalClosedTix: 6 > *************************** 2. row *************************** > User: dennisc > TotalClosedTix: 3 > *************************** 3. row *************************** > User: royced > TotalClosedTix: 1 > 3 rows in set (0.00 sec) > > > Can someone please help? > > Thanks > Winn Johnston > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From bwiese at ElementPS.com Fri Sep 7 02:30:52 2012 From: bwiese at ElementPS.com (Brent Wiese) Date: Fri, 7 Sep 2012 06:30:52 +0000 Subject: [rt-users] configure RT-Authen-ExternalAuth to not verify certificates Message-ID: <910CDE054EF7D24DBCA89A2EF88A404E07E97042@phxmain-exmbx10> > Hello All, > > Is there anyway to configure RT-Authen-ExternalAuth to not verify ssl > certificates? I'm hitting an ldap server that has a self-signed cert > and it would be much more simple to not verify the certificate. I tried > adding "verify => 'none'" to net_ldap_args which is used by Net::LDAP > start_tls but that didn't work. > > -- > Later, > Darin I realize this is an old post, but I didn't see any responses. I struggled with this too. Turned out to be far easier to append the self-signed cert (or internal CA depending on your situation) to my ca-bundle.crt file on my RT box. From s.duignan at jumper.ie Fri Sep 7 06:07:13 2012 From: s.duignan at jumper.ie (Shane Duignan) Date: Fri, 7 Sep 2012 10:07:13 +0000 (UTC) Subject: [rt-users] Invalid domain, status=bounced for email through ticket on RT 3.8.4 In-Reply-To: <15403470.3487.1346169762570.JavaMail.root@IRL-DUB-P-SRV-02> Message-ID: <3863571.1035.1347012433256.JavaMail.root@IRL-DUB-P-SRV-02> Successful email from RT to gmail: Delivered-To: user at gmail.com Received: by 10.68.130.226 with SMTP id oh2csp545pbb; Tue, 4 Sep 2012 03:27:24 -0700 (PDT) Received: by 10.216.64.79 with SMTP id b57mr1569wed.31.1346754443876; Tue, 04 Sep 2012 03:27:23 -0700 (PDT) Return-Path: Received: from srv.company.ie (mail.company.ie. [XX.XXX.XXX.XXX]) by mx.google.com with ESMTP id bc8si22448wib.35.2012.09.04.03.27.23; Tue, 04 Sep 2012 03:27:23 -0700 (PDT) Subject: [company #216] email From: "username via RT" Reply-To: user at company.ie In-Reply-To: References: Message-ID: Precedence: bulk X-RT-Loop-Prevention: company RT-Ticket: company #216 Managed-by: RT 3.8.4 ( http://www.bestpractical.com/rt/ ) RT-Originator: user at company.ie To: user at gmail.com MIME-Version: 1.0 Content-Transfer-Encoding: 8bit Content-Type: text/plain; charset="utf-8" X-RT-Original-Encoding: utf-8 Date: Tue, 4 Sep 2012 10:27:20 +0000 Still an issue with sending mail from RT to company.it mailbox though. Any other mailserver accepts the email via RT, only the mailserver at company.it considers it as an invalid domain. Could RT need to flush it's cache if it previously sent a misconfigured email to company.it or is it due to the company.it mailserver? ----- Original Message ----- -------------- next part -------------- An HTML attachment was scrubbed... URL: From raphael.berlamont at raphux.com Fri Sep 7 06:21:23 2012 From: raphael.berlamont at raphux.com (=?ISO-8859-1?Q?Rapha=EBl_Berlamont?=) Date: Fri, 7 Sep 2012 12:21:23 +0200 Subject: [rt-users] sendmail error (exited with code 75) - RHEL6 In-Reply-To: <5048EB1C.90108@bestpractical.com> References: <50462918.5090506@bestpractical.com> <504644E6.9010408@bestpractical.com> <5048EB1C.90108@bestpractical.com> Message-ID: 2012/9/6 Thomas Sibley > > Can you show us the output of `apachectl -V`? > Hello Thomas, Here is what you asked : ================================= [root at dgilx202 ~]# apachectl -V Server version: Apache/2.2.15 (Unix) Server built: Feb 7 2012 09:50:11 Server's Module Magic Number: 20051115:24 Server loaded: APR 1.3.9, APR-Util 1.3.9 Compiled using: APR 1.3.9, APR-Util 1.3.9 Architecture: 64-bit Server MPM: Prefork threaded: no forked: yes (variable process count) Server compiled with.... -D APACHE_MPM_DIR="server/mpm/prefork" -D APR_HAS_SENDFILE -D APR_HAS_MMAP -D APR_HAVE_IPV6 (IPv4-mapped addresses enabled) -D APR_USE_SYSVSEM_SERIALIZE -D APR_USE_PTHREAD_SERIALIZE -D SINGLE_LISTEN_UNSERIALIZED_ACCEPT -D APR_HAS_OTHER_CHILD -D AP_HAVE_RELIABLE_PIPED_LOGS -D DYNAMIC_MODULE_LIMIT=128 -D HTTPD_ROOT="/etc/httpd" -D SUEXEC_BIN="/usr/sbin/suexec" -D DEFAULT_PIDLOG="run/httpd.pid" -D DEFAULT_SCOREBOARD="logs/apache_runtime_status" -D DEFAULT_LOCKFILE="logs/accept.lock" -D DEFAULT_ERRORLOG="logs/error_log" -D AP_TYPES_CONFIG_FILE="conf/mime.types" -D SERVER_CONFIG_FILE="conf/httpd.conf" [root at dgilx202 ~]# ================================= Regards, -- Rapha?l Berlamont -------------- next part -------------- An HTML attachment was scrubbed... URL: From inbel1 at telenet.be Fri Sep 7 07:28:20 2012 From: inbel1 at telenet.be (inbel1 at telenet.be) Date: Fri, 07 Sep 2012 13:28:20 +0200 (CEST) Subject: [rt-users] check for available recipients on reply In-Reply-To: <20120906170949.GI98865@jibsheet.com> Message-ID: <3294c930-d5f3-4151-af52-a83e82cb12b1@akosua.telenet-ops.be> >> Our internal staff uses comments to put information in tickets for co-workers that can't be viewed by customers. >> Customer information is shared via correspondence. >> >> Last week, a staff member deleted (accidentaly) the requestor of a ticket. There were no other cc's or admin cc's. >> When the staff member clicked on Reply, RT did not sent a outgoing mail, but the message was flagged as Correspondence. >> >> So I would like to make a check that returns an error to the user when he/she tries to reply on a ticket with no watchers. >> Should I try to do it with a scrip or should I adapt the Email.pm? >You may want to grant the ShowOutgoingMail right and turn on the >SimplifiedRecipients configuration which will make a box appear above >the reply box indicating who will get this email. Turning off >SimplifiedRecipients will get you a much more detailed view below the >reply. > >-kevin View exact outgoing email messages and their recipients is granted. SimplifiedRecipients is turned on. But they should see an info/error box that informs them that they are replying to nobody (thus making a comment instead of a reply; although is is marked as correspondence in RT 4). From falcone at bestpractical.com Fri Sep 7 11:55:20 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 7 Sep 2012 11:55:20 -0400 Subject: [rt-users] started dates in RT 3.8 In-Reply-To: References: Message-ID: <20120907155520.GJ98865@jibsheet.com> On Tue, Sep 04, 2012 at 02:54:38PM +0200, Tobias Ramin wrote: > New tickets don't have values for started set. This is as expected, > but it should be set, when a comment is made or an answer is sent. > When a new ticket is replied, the started date is not set. Even > after commenting the ticket afterwards, the date is not set. > When a different new ticket is commented, the started date is set > correctly. > This still happens in RT 3.8.13. Started is set when a ticket transitions from an initial state to an active or inactive state. The most common of these would be new -> open. I suspect you're running into the case that a Reply triggers the On Correspon Open Tickets Scrip which transitions the ticket from new to open, setting Started. A Comment does not trigger this scrip, does not change the status and thus does not set Started. You could add a scrip for On Comment Open Tickets, but be aware of the other behavior that'll add (a comment will flip a ticket from resolved or stalled to open, whereas before it wouldn't). -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Fri Sep 7 14:13:45 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 7 Sep 2012 14:13:45 -0400 Subject: [rt-users] On Correspond, Take Unowned Ticket In-Reply-To: References: Message-ID: <20120907181345.GK98865@jibsheet.com> On Fri, Aug 31, 2012 at 01:13:56PM -0400, Matt Brennan wrote: > I am creating a new queue for some slightly less technical users at my > company, and their manager has requested I set RT to have a user take > ownership of an unowned ticket when they correspond on it via email. I > have accomplished this, for the most part, by creating a scrip with > the following: > > my $Ticket = $self->TicketObj; > my $Transaction = $self->TransactionObj; > my $CreatorId = $Transaction->CreatorObj->Id; > $Ticket->SetOwner($CreatorId); > > The issue is, it shows up as "The RT System Itself - Given to user" > which then generates a notification to the user that the message was > given to them. I also considered change the last line such that: > > $Ticket->_Set(Field=>'Owner', Value=>$CreatorId, RecordTransaction=>0); > > But this obviously doesn't log the transaction, and I DO want to see > the ownership change in the ticket's history. > > My question - can I run the SetOwner (or perhaps the _Set) command AS > the $CreatorId for the transaction? My goal is for it to show up as > "user - Taken" which will not generate the notification. You'll want to make a CurrentUser object using the CreatorObj and then go load a new ticket as using that current user object. If you call SetOwner on that ticket, it'll be as if the user made the change. You also probably want to have an ACL check, because people can have ReplyToTicket without OwnTicket. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Fri Sep 7 14:18:29 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 7 Sep 2012 14:18:29 -0400 Subject: [rt-users] Sending email- script error In-Reply-To: <1979312427.149618.1346892281517.JavaMail.root@heatcon.com> References: <994910540.149546.1346891665941.JavaMail.root@heatcon.com> <1979312427.149618.1346892281517.JavaMail.root@heatcon.com> Message-ID: <20120907181829.GL98865@jibsheet.com> On Wed, Sep 05, 2012 at 05:44:41PM -0700, Karl Banasky wrote: > > Description: On Correspond Notify Owner > Condition: ONCorrespond > Action: NotifyOwner > Template: Global:CorrespondNotifyOwner > Stage: TransactionCreate > > Error message ( from /var/log/messages): > > Sep 5 17:02:06 itsys RT: error: unexpected end of header (/opt/rt4/sbin/../lib/RT/Template.pm:387) > Sep 5 17:02:06 itsys RT: error: unexpected end of header (/opt/rt4/sbin/../lib/RT/Template.pm:387) > Sep 5 17:02:06 itsys RT: error: unexpected end of header (/opt/rt4/sbin/../lib/RT/Template.pm:387) > Sep 5 17:02:06 itsys RT: error: unexpected end of header (/opt/rt4/sbin/../lib/RT/Template.pm:387) These imply you have a Template with text all the way at the top, rather than leaving a blank line. Or an otherwise an invalid template. > The last part has "#012" which is ASCII code for a "RETURN" so it should read, I think, like this" > Sep 5 17:02:06 itsys RT: Scrip Prepare 1 died. - Require of RT::Action::d failed. > Can't locate RT/Action/d.pm in @INC (@INC contains: /opt/rt4/sbin/../local/lib /opt/rt4/sbin/../lib /usr/local/lib64/perl5 /usr/local/share/perl5 /usr/lib64/perl5/vendor_perl /usr/share/perl5/vendor_perl /usr/lib64/perl5 /usr/share/perl5 . /etc/httpd) at (eval 1809) line 3. Check your Scrips and ScripActions tables, this implies that there's a ScripAction with an invalid ExecModule. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Fri Sep 7 14:30:06 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 7 Sep 2012 14:30:06 -0400 Subject: [rt-users] Problems with Scrip #5 - On Correspond Notify AdminCcs In-Reply-To: <0DB62BF0BA7246409E50F16FC002E562AE46744D@MBNA2.prg.com> References: <0DB62BF0BA7246409E50F16FC002E562AE46744D@MBNA2.prg.com> Message-ID: <20120907183006.GM98865@jibsheet.com> On Thu, Sep 06, 2012 at 01:31:03AM +0000, Jennifer Koermer wrote: > We've just upgrade to 4.0.6 and are experiencing some issues with notifications. The current > issue is with Scrip #5. When a priviliged user responds to the ticket via email, Scrip #5 > runs and notifications are sent to AdminCCs. When a unpriviliged user (i.e. the requestor) > responds to the ticket via email, the correspondence is added to the ticket history, but > notifications are not actually sent out to AdminCCs. I upped the logs and did a side by side > comparison of responses via email from a priviliged user and unprivliged user. I've > highlighted the main difference that I see in red. Since you seem to have customizations, I'm going to mention that there was a bugfix in 4.0.7 for transactionbatch scrips that was noticed because the SLA extension was misbehaving for unprivileged users when the Scrip was made TransactionBatch instead of the normal TransactionCreate. If you're using a transactionbatch scrip, I'd suggest testing 4.0.7 It would also be nice to see logs with the 'vanilla' actions and conditions back in place. A standard RT will absolutely relay mail from the unprivileged requestor to the privileged AdminCcs. This points to either a really weird bug in RT that your customizations have uncovered, or a problem with your customizations. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Fri Sep 7 14:32:48 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 7 Sep 2012 14:32:48 -0400 Subject: [rt-users] Invalid domain, status=bounced for email through ticket on RT 3.8.4 In-Reply-To: <3863571.1035.1347012433256.JavaMail.root@IRL-DUB-P-SRV-02> References: <15403470.3487.1346169762570.JavaMail.root@IRL-DUB-P-SRV-02> <3863571.1035.1347012433256.JavaMail.root@IRL-DUB-P-SRV-02> Message-ID: <20120907183248.GN98865@jibsheet.com> On Fri, Sep 07, 2012 at 10:07:13AM +0000, Shane Duignan wrote: > Any other mailserver accepts the email via RT, only the mailserver at company.it considers it > as an invalid domain. > > Could RT need to flush it's cache if it previously sent a misconfigured email to company.it or > is it due to the company.it mailserver? The MAIL FROM is generated by the MTA on your RT server, not RT, so there's no cache in RT to flush. You can force it to something from RT if needed, but usually this is a matter of having correct DNS in place. Since you have XXXed all the domains though, nobody can check. Have you contacted this company.it to see if they have useful mail logs, since you claim they're the only ones bouncing you? -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Fri Sep 7 14:36:32 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 7 Sep 2012 14:36:32 -0400 Subject: [rt-users] check for available recipients on reply In-Reply-To: <3294c930-d5f3-4151-af52-a83e82cb12b1@akosua.telenet-ops.be> References: <20120906170949.GI98865@jibsheet.com> <3294c930-d5f3-4151-af52-a83e82cb12b1@akosua.telenet-ops.be> Message-ID: <20120907183632.GO98865@jibsheet.com> On Fri, Sep 07, 2012 at 01:28:20PM +0200, inbel1 at telenet.be wrote: > >> Our internal staff uses comments to put information in tickets for co-workers that can't be viewed by customers. > >> Customer information is shared via correspondence. > >> > >> Last week, a staff member deleted (accidentaly) the requestor of a ticket. There were no other cc's or admin cc's. > >> When the staff member clicked on Reply, RT did not sent a outgoing mail, but the message was flagged as Correspondence. > >> > >> So I would like to make a check that returns an error to the user when he/she tries to reply on a ticket with no watchers. > >> Should I try to do it with a scrip or should I adapt the Email.pm? > > >You may want to grant the ShowOutgoingMail right and turn on the > >SimplifiedRecipients configuration which will make a box appear above > >the reply box indicating who will get this email. Turning off > >SimplifiedRecipients will get you a much more detailed view below the > >reply. > > View exact outgoing email messages and their recipients is granted. > SimplifiedRecipients is turned on. Great, but the empty box isn't enough for your users? You could customize that by making a local overlay of the ShowSimplifiedRecipients component, or by submitting a patch to add a callback to make it cleaner to insert a warning. > But they should see an info/error box that informs them that they are > replying to nobody (thus making a comment instead of a reply; although > is is marked as correspondence in RT 4). You mean it's effectively a comment because you have no Requestors or Ccs, but since you recorded it as a Correspondence by clicking Reply, RT is correctly recording it in the transaction as such. RT is never going to be changed to say "Huh, there are no requestors, I'll relabel this a comment". -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From trs at bestpractical.com Fri Sep 7 15:29:42 2012 From: trs at bestpractical.com (Thomas Sibley) Date: Fri, 07 Sep 2012 12:29:42 -0700 Subject: [rt-users] check for available recipients on reply In-Reply-To: <3294c930-d5f3-4151-af52-a83e82cb12b1@akosua.telenet-ops.be> References: <3294c930-d5f3-4151-af52-a83e82cb12b1@akosua.telenet-ops.be> Message-ID: <504A4B26.5020906@bestpractical.com> On 09/07/2012 04:28 AM, inbel1 at telenet.be wrote: > thus making a comment instead of a reply; although is is marked as > correspondence in RT 4. It _is_ a correspondence, not a comment. If someone logged into RT had the ability to see tickets but not see comments, they'd see the message (properly). From trs at bestpractical.com Fri Sep 7 15:40:39 2012 From: trs at bestpractical.com (Thomas Sibley) Date: Fri, 07 Sep 2012 12:40:39 -0700 Subject: [rt-users] Custom SQL In-Reply-To: <1346943249.1211.YahooMailNeo@web125703.mail.ne1.yahoo.com> References: <5037B2ED.9060307@bestpractical.com> <1346943249.1211.YahooMailNeo@web125703.mail.ne1.yahoo.com> Message-ID: <504A4DB7.2050002@bestpractical.com> On 09/06/2012 07:54 AM, Winn Johnston wrote: > I am trying to create a top closers list on the default dashboard. I > have the exact SQL statment i want to use, but i am lost after that. RT doesn't let you run raw SQL. You get TicketSQL, which is a SQL-like query language for searching tickets in RT. (This is what Kenn called RTSQL in his reply to you.) Your easiest solution is to create a search on "Status = 'resolved'" in RT's query builder, then click on the Chart, and choose to group by Owner Name. Now save the chart with a name, and go add that named chart to your RT at a Glance page or custom dashboard. From trs at bestpractical.com Fri Sep 7 17:26:34 2012 From: trs at bestpractical.com (Thomas Sibley) Date: Fri, 07 Sep 2012 14:26:34 -0700 Subject: [rt-users] On Correspond, Take Unowned Ticket In-Reply-To: References: Message-ID: <504A668A.6070707@bestpractical.com> On 09/05/2012 09:02 AM, Matt Brennan wrote: > Following up since I sent this just before a long weekend (at least > here in the US). Is anyone able to offer any thoughts / point me in > the right direction regarding this? You may want to look at how https://metacpan.org/module/RT::Action::AssignUnownedToActor does this. > Thanks, > Matt > > On Fri, Aug 31, 2012 at 1:13 PM, Matt Brennan wrote: >> I am creating a new queue for some slightly less technical users at my >> company, and their manager has requested I set RT to have a user take >> ownership of an unowned ticket when they correspond on it via email. I >> have accomplished this, for the most part, by creating a scrip with >> the following: >> >> my $Ticket = $self->TicketObj; >> my $Transaction = $self->TransactionObj; >> my $CreatorId = $Transaction->CreatorObj->Id; >> $Ticket->SetOwner($CreatorId); >> >> The issue is, it shows up as "The RT System Itself - Given to user" >> which then generates a notification to the user that the message was >> given to them. I also considered change the last line such that: >> >> $Ticket->_Set(Field=>'Owner', Value=>$CreatorId, RecordTransaction=>0); >> >> But this obviously doesn't log the transaction, and I DO want to see >> the ownership change in the ticket's history. >> >> My question - can I run the SetOwner (or perhaps the _Set) command AS >> the $CreatorId for the transaction? My goal is for it to show up as >> "user - Taken" which will not generate the notification. >> >> Thanks, >> Matt From ruz at bestpractical.com Sat Sep 8 05:11:23 2012 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Sat, 8 Sep 2012 13:11:23 +0400 Subject: [rt-users] Custom SQL In-Reply-To: <1346943249.1211.YahooMailNeo@web125703.mail.ne1.yahoo.com> References: <5037B2ED.9060307@bestpractical.com> <1346943249.1211.YahooMailNeo@web125703.mail.ne1.yahoo.com> Message-ID: Hi, Take a look at SummaryByUser extension. It shows only active statuses, but it's possible to change statuses. On Thu, Sep 6, 2012 at 6:54 PM, Winn Johnston wrote: > All, > > I am trying to create a top closers list on the default dashboard. I have > the exact SQL statment i want to use, but i am lost after that. > > select u.Name as User, count(1) as TotalClosedTix from Users u join Tickets > t on u.id = t.owner where t.Status = "resolved" group by u.Name order by 2 > desc limit 10 \G; > > *************************** 1. row *************************** > User: winnj > TotalClosedTix: 6 > *************************** 2. row *************************** > User: dennisc > TotalClosedTix: 3 > *************************** 3. row *************************** > User: royced > TotalClosedTix: 1 > 3 rows in set (0.00 sec) > > > Can someone please help? > > Thanks > Winn Johnston > -- Best regards, Ruslan. From tom at tomwardrop.com Sun Sep 9 22:12:27 2012 From: tom at tomwardrop.com (Tom Wardrop) Date: Sun, 9 Sep 2012 19:12:27 -0700 (PDT) Subject: [rt-users] How to Mark Messages as Read in RT4? Message-ID: <34411188.post@talk.nabble.com> In Request Tracker 3.8.2 that we recently upgraded from (to 4.0.6), you mark a message as read by either clicking the "New" link next to the ticket, or by clicking at link at the top of the ticket history which read something like "Mark all messages as read". In RT 4.0.6, neither of this is possible, and it seems the only way to mark a ticket as read is to reply to it, which is just silly because you reading a ticket and replying to a ticket are two very different things. Our IT department is finding this to be quite frustrating as their workflow made heavy use of the read/unread status of tickets which now seems to be broken in 4.0.6. Am I missing something here? Is there any way to mark a ticket as read without replying to it? Thanks, Tom -- View this message in context: http://old.nabble.com/How-to-Mark-Messages-as-Read-in-RT4--tp34411188p34411188.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From trs at bestpractical.com Mon Sep 10 00:26:43 2012 From: trs at bestpractical.com (Thomas Sibley) Date: Sun, 09 Sep 2012 21:26:43 -0700 Subject: [rt-users] How to Mark Messages as Read in RT4? In-Reply-To: <34411188.post@talk.nabble.com> References: <34411188.post@talk.nabble.com> Message-ID: <504D6C03.5080505@bestpractical.com> On 09/09/2012 07:12 PM, Tom Wardrop wrote: > In Request Tracker 3.8.2 that we recently upgraded from (to 4.0.6), you mark > a message as read by either clicking the "New" link next to the ticket, or > by clicking at link at the top of the ticket history which read something > like "Mark all messages as read". In RT 4.0.6, neither of this is possible, > and it seems the only way to mark a ticket as read is to reply to it, which > is just silly because you reading a ticket and replying to a ticket are two > very different things. > > Our IT department is finding this to be quite frustrating as their workflow > made heavy use of the read/unread status of tickets which now seems to be > broken in 4.0.6. Am I missing something here? Is there any way to mark a > ticket as read without replying to it? RT 4.0.0 switched that behaviour off by default. You can enable it again by setting the $ShowUnreadMessageNotifications option to 1 in your /opt/rt4/etc/RT_SiteConfig.pm: Set($ShowUnreadMessageNotifications, 1); The "New" link in ticket lists is from the UpdateStatus column. You may need to add that column to your search formats if you're missing it. From Johan.Sjoberg at deltamanagement.se Mon Sep 10 04:06:13 2012 From: Johan.Sjoberg at deltamanagement.se (=?iso-8859-1?Q?Johan_Sj=F6berg?=) Date: Mon, 10 Sep 2012 08:06:13 +0000 Subject: [rt-users] Add custom status tickets to "My Tickets"? Message-ID: <6D5BD0103BBD1F44ABE1D6512D85036A39E5CA51@DBXPRD0510MB382.eurprd05.prod.outlook.com> Hi. I have added a new status to the active statuses setting in RT_Siteconfig. Is it possible to make tickets with this status show up in the list "xx highest priority tickets I own" at "RT at a glance"? At the moment it seems like only "new" and "open" tickets are listed there. Regards, Johan -------------- next part -------------- An HTML attachment was scrubbed... URL: From backus at nlcom.nl Mon Sep 10 05:34:31 2012 From: backus at nlcom.nl (Mayk Backus) Date: Mon, 10 Sep 2012 11:34:31 +0200 Subject: [rt-users] Custom fields empty Message-ID: Hello List, I've noticed some strange things regarding custom fields. We use a documenting system called i-doit , that has a connection to RT (provider by the builders of i-doit) . This make it possible to generate custom fields in RT that are populated with information from the other system. So far , so good. The strange this however is, when i change some things in the fields on the i-doit part, some custom fields are empty. The thing i don't understand is, the information is logged in the tickets with the information from the CF , and in the articles (this one's annoying that it's empty). When i look closer at the article, i see all the information inside the article, but not displaying in the CF's. This is normal behavior , is there perhaps a workaround for this ? I know it's a third party app that's probably screwing this up? Any help is appreciated. Regards, Mayk Backus -------------- next part -------------- An HTML attachment was scrubbed... URL: From asanka_gunasekera at yahoo.co.uk Mon Sep 10 07:20:48 2012 From: asanka_gunasekera at yahoo.co.uk (Asanka Gunasekera) Date: Mon, 10 Sep 2012 12:20:48 +0100 (BST) Subject: [rt-users] RT internals Message-ID: <1347276048.17000.YahooMailNeo@web133206.mail.ir2.yahoo.com> Hi does any one can point me to some reference that will give me how RT works internally (Trouble shooting purposes) I need to know things like 1. where all this configurations are stored in RT (custom fields, actual Scripts, templates, Attachemnt etc) 2. Does the RT keep all the modification that I do using root dash board (or any other) in the DB 3. if I need to migrate to a new installation (with out upgrade) how would I go about this task (would it be as just to create the new instance and configure all the plugins as per the current and just do a backup and restore on the db) 4. What would be the consequences if I try to change "webdomain" (problem is our organization domain has changed since the commission of RT) 5. I have below problem "Couldn't find Ticket for reminder 1656. Please contact administrator." though I have put this resolve reminder when the ticket resolved some times these messages keeps pooping up and I have to change the status manually from DB. I have tested this script and for me works perfectly. I tried to trace the ticket id by going through the DB from backebnd but I am unable to put tickets and reminders (how do I find the relations) Appreciate any help that you can provide Thanks and Regards -------------- next part -------------- An HTML attachment was scrubbed... URL: From mike.johnson at nosm.ca Mon Sep 10 11:06:55 2012 From: mike.johnson at nosm.ca (Mike Johnson) Date: Mon, 10 Sep 2012 11:06:55 -0400 Subject: [rt-users] ExternalAuth LDAP authenticating more than 1 group Message-ID: Hi, I did a few types of searches through google, and on the wiki. I also looked at the readme for ExternalAuth and couldn't find the answer. I'm thinking not too many people do this so the question hasn't been asked. When defining an LDAP service for ExternalAuth, you are allowed to set the group that a user has to be a member of to authenticate to RT. We have a need to have 2 different groups authenticate. I think I could copy my LDAP service config, rename it, change the group, and then add it to the ExternalAuthPriority list, but is there a more elegant way of doing it all within 1 LDAP service definition? Thanks! Mike. -- Mike Johnson Datatel Programmer/Analyst Northern Ontario School of Medicine 955 Oliver Road Thunder Bay, ON P7B 5E1 Phone: (807) 766-7331 Email: mike.johnson at nosm.ca -------------- next part -------------- An HTML attachment was scrubbed... URL: From tjrc at sanger.ac.uk Mon Sep 10 16:41:42 2012 From: tjrc at sanger.ac.uk (Tim Cutts) Date: Mon, 10 Sep 2012 21:41:42 +0100 Subject: [rt-users] RT internals In-Reply-To: <1347276048.17000.YahooMailNeo@web133206.mail.ir2.yahoo.com> References: <1347276048.17000.YahooMailNeo@web133206.mail.ir2.yahoo.com> Message-ID: <504E5086.1060808@sanger.ac.uk> On 10/09/2012 12:20, Asanka Gunasekera wrote: > Hi does any one can point me to some reference that will give me how RT > works internally (Trouble shooting purposes) I need to know things like > > 1. where all this configurations are stored in RT (custom fields, actual > Scripts, templates, Attachemnt etc) In the database. The schema isn't that complicated; although some of the configuration data is stored as data structures in blob columns, which can make it a bit tricky to unpick. > 2. Does the RT keep all the modification that I do using root dash board > (or any other) in the DB Yes. > 3. if I need to migrate to a new installation (with out upgrade) how > would I go about this task (would it be as just to create the new > instance and configure all the plugins as per the current and just do a > backup and restore on the db) Yes. I've done that before. As long as you're not changing the software versions, just copying to a new system, it should be fine. > 4. What would be the consequences if I try to change "webdomain" > (problem is our organization domain has changed since the commission of RT) That's just an RT_SiteConfig setting. I think you can comfortably change it. You might want to check that the RT and mail configuration is set to be happy with both domains, to catch any requests for the old name. > 5. I have below problem > > "Couldn't find Ticket for reminder 1656. Please contact administrator." > > though I have put this resolve reminder when the ticket resolved some > times these messages keeps pooping up and I have to change the status > manually from DB. I have tested this script and for me works perfectly. > > I tried to trace the ticket id by going through the DB from backebnd but > I am unable to put tickets and reminders (how do I find the relations) > > Appreciate any help that you can provide It's much easier to follow these things, I find, by using the RT Perl API. It's usually quite easy to write small perl scripts to inspect particular parts of the database, and the API does the unpicking of the database schema so you don't have to. perldoc RT::Ticket and its friends will help you. Tim -- The Wellcome Trust Sanger Institute is operated by Genome Research Limited, a charity registered in England with number 1021457 and a company registered in England with number 2742969, whose registered office is 215 Euston Road, London, NW1 2BE. From jblaine at kickflop.net Mon Sep 10 16:57:33 2012 From: jblaine at kickflop.net (Jeff Blaine) Date: Mon, 10 Sep 2012 16:57:33 -0400 Subject: [rt-users] Scrips being executed twice for a simple CF update Message-ID: <504E543D.7000805@kickflop.net> Upon modification of one of our custom fields (text area), we want to parse the data, perform a translation on the original data, and store the results in the custom field. Simplified/contrived example: INPUT: Basics: OurField: 4 5 8 9 32 90 [SAVE]*click* RESULT: Basics: OurField: X Y A B Z O We're obviously using a Scrip to do this field processing. It's not working out too hot, so I *must* be doing something wrong. =============================================================== # Name: ParseAndWrite_Ourfield # # User Defined # User Defined # Blank template # TransactionCreate Custom condition: if field changed return 1 Preparation: return 1 Clean-up: parse ourfield initialize final_string to "" for each item found: perform lookup append lookup result to final_string set OurField value to final_string return 1 =============================================================== With loads of RT::Logger debugging in place, everything appears to be working fine except for the for the fact that the Scrip is being called twice, and it's performing the change ... then UNDOING IT: Sep 10 16:24:39 rtdev2 RT: START SCRIP processing OurField Sep 10 16:24:39 rtdev2 RT: OurField changed: OLD '' NEW '26 34' Sep 10 16:24:39 rtdev2 RT: OurField: In main chunk Sep 10 16:24:39 rtdev2 RT: OurField: 2 values found Sep 10 16:24:39 rtdev2 RT: OurField: Processing: '26' Sep 10 16:24:39 rtdev2 RT: OurField: Processing: '34' Sep 10 16:24:39 rtdev2 RT: OurField: Final string: 'X Y' Sep 10 16:24:39 rtdev2 RT: OurField reached final return 1 Sep 10 16:24:39 rtdev2 RT: START SCRIP processing OurField Sep 10 16:24:39 rtdev2 RT: OurField changed: OLD 'X Y' NEW '' Sep 10 16:24:39 rtdev2 RT: OurField: In main chunk Sep 10 16:24:39 rtdev2 RT: OurField: 0 values found Sep 10 16:24:39 rtdev2 RT: OurField: Final string empty, so clearing out OurField entirely Sep 10 16:24:39 rtdev2 RT: OurField reached final return 1 From drey111 at gmail.com Mon Sep 10 18:56:41 2012 From: drey111 at gmail.com (Joe Harris) Date: Mon, 10 Sep 2012 18:56:41 -0400 Subject: [rt-users] Add custom status tickets to "My Tickets"? In-Reply-To: <6D5BD0103BBD1F44ABE1D6512D85036A39E5CA51@DBXPRD0510MB382.eurprd05.prod.outlook.com> References: <6D5BD0103BBD1F44ABE1D6512D85036A39E5CA51@DBXPRD0510MB382.eurprd05.prod.outlook.com> Message-ID: <5BBFADAD-24FE-40C7-B4D6-92C62AEA4F06@gmail.com> Not sure if you got a reply yet, but I think depending on what version you are using, you may have an edit in the top right corner of the main search on the home page. If you click that and choose advanced you should see a query for __currentuser__ add in the where clause the "status = 'newstatus' you want. Then save it. I believe if you're an admin, you can save it as a global change. But I'll have to log in and check to be sure. Sent from my mobile device. On Sep 10, 2012, at 4:06 AM, Johan Sj?berg wrote: > Hi. > I have added a new status to the active statuses setting in RT_Siteconfig. Is it possible to make tickets with this status show up in the list ?xx highest priority tickets I own? at ?RT at a glance?? At the moment it seems like only ?new? and ?open? tickets are listed there. > > Regards, > Johan > -------------- next part -------------- An HTML attachment was scrubbed... URL: From asanka_gunasekera at yahoo.co.uk Tue Sep 11 01:48:57 2012 From: asanka_gunasekera at yahoo.co.uk (Asanka Gunasekera) Date: Tue, 11 Sep 2012 06:48:57 +0100 (BST) Subject: [rt-users] RT internals In-Reply-To: <504E5086.1060808@sanger.ac.uk> References: <1347276048.17000.YahooMailNeo@web133206.mail.ir2.yahoo.com> <504E5086.1060808@sanger.ac.uk> Message-ID: <1347342537.94134.YahooMailNeo@web133204.mail.ir2.yahoo.com> Hi Tim, thank you for the reply, bigest problem that I have not been a perl programer, hope you don't mind me asking bit more clarifications I am using Oracle as my database and I could not make head or tail of the relations :) guess need to sit by this and real go through the DB > 3. if I need to migrate to a new installation (with out upgrade) how > would I go about this task (would it be as just to create the new > instance and configure all the plugins as per the current and just do a > backup and restore on the db) Yes.? I've done that before.? As long as you're not changing the software versions, just copying to a new system, it should be fine. Asanka => so this is not the way to do an upgrade? is it because there could be DB changes in the new release? Thanks and Best Regards ________________________________ From: Tim Cutts To: Asanka Gunasekera Cc: "rt-users at lists.bestpractical.com" Sent: Tuesday, 11 September 2012, 2:11 Subject: Re: [rt-users] RT internals On 10/09/2012 12:20, Asanka Gunasekera wrote: > Hi does any one can point me to some reference that will give me how RT > works internally (Trouble shooting purposes) I need to know things like > > 1. where all this configurations are stored in RT (custom fields, actual > Scripts, templates, Attachemnt etc) In the database.? The schema isn't that complicated; although some of the configuration data is stored as data structures in blob columns, which can make it a bit tricky to unpick. > 2. Does the RT keep all the modification that I do using root dash board > (or any other) in the DB Yes. > 3. if I need to migrate to a new installation (with out upgrade) how > would I go about this task (would it be as just to create the new > instance and configure all the plugins as per the current and just do a > backup and restore on the db) Yes.? I've done that before.? As long as you're not changing the software versions, just copying to a new system, it should be fine. > 4. What would be the consequences if I try to change "webdomain" > (problem is our organization domain has changed since the commission of RT) That's just an RT_SiteConfig setting.? I think you can comfortably change it.? You might want to check that the RT and mail configuration is set to be happy with both domains, to catch any requests for the old name. > 5. I have below problem > > "Couldn't find Ticket for reminder 1656. Please contact administrator." > > though I have put this resolve reminder when the ticket resolved some > times these messages keeps pooping up and I have to change the status > manually from DB. I have tested this script and for me works perfectly. > > I tried to trace the ticket id by going through the DB from backebnd but > I am unable to put tickets and reminders (how do I find the relations) > > Appreciate any help that you can provide It's much easier to follow these things, I find, by using the RT Perl API.? It's usually quite easy to write small perl scripts to inspect particular parts of the database, and the API does the unpicking of the database schema so you don't have to. perldoc RT::Ticket and its friends will help you. Tim -- The Wellcome Trust Sanger Institute is operated by Genome Research Limited, a charity registered in England with number 1021457 and a company registered in England with number 2742969, whose registered office is 215 Euston Road, London, NW1 2BE. -------------- next part -------------- An HTML attachment was scrubbed... URL: From Johan.Sjoberg at deltamanagement.se Tue Sep 11 03:11:30 2012 From: Johan.Sjoberg at deltamanagement.se (=?utf-8?B?Sm9oYW4gU2rDtmJlcmc=?=) Date: Tue, 11 Sep 2012 07:11:30 +0000 Subject: [rt-users] Add custom status tickets to "My Tickets"? In-Reply-To: <5BBFADAD-24FE-40C7-B4D6-92C62AEA4F06@gmail.com> References: <6D5BD0103BBD1F44ABE1D6512D85036A39E5CA51@DBXPRD0510MB382.eurprd05.prod.outlook.com> <5BBFADAD-24FE-40C7-B4D6-92C62AEA4F06@gmail.com> Message-ID: <6D5BD0103BBD1F44ABE1D6512D85036A39E5DB45@DBXPRD0510MB382.eurprd05.prod.outlook.com> Hi. Thanks for your reply. I forgot to mention that we are currently on 3.8.14 (an upgrade is planned for ?the future??). It seems like there is no ?advanced? when editing the ticket list on 3.8, is that right? /Johan From: Joe Harris [mailto:drey111 at gmail.com] Sent: den 11 september 2012 00:57 To: Johan Sj?berg Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Add custom status tickets to "My Tickets"? Not sure if you got a reply yet, but I think depending on what version you are using, you may have an edit in the top right corner of the main search on the home page. If you click that and choose advanced you should see a query for __currentuser__ add in the where clause the "status = 'newstatus' you want. Then save it. I believe if you're an admin, you can save it as a global change. But I'll have to log in and check to be sure. Sent from my mobile device. On Sep 10, 2012, at 4:06 AM, Johan Sj?berg > wrote: Hi. I have added a new status to the active statuses setting in RT_Siteconfig. Is it possible to make tickets with this status show up in the list ?xx highest priority tickets I own? at ?RT at a glance?? At the moment it seems like only ?new? and ?open? tickets are listed there. Regards, Johan -------------- next part -------------- An HTML attachment was scrubbed... URL: From tjrc at sanger.ac.uk Tue Sep 11 05:28:49 2012 From: tjrc at sanger.ac.uk (Tim Cutts) Date: Tue, 11 Sep 2012 10:28:49 +0100 Subject: [rt-users] RT internals In-Reply-To: <1347342537.94134.YahooMailNeo@web133204.mail.ir2.yahoo.com> References: <1347276048.17000.YahooMailNeo@web133206.mail.ir2.yahoo.com> <504E5086.1060808@sanger.ac.uk> <1347342537.94134.YahooMailNeo@web133204.mail.ir2.yahoo.com> Message-ID: <504F0451.9060504@sanger.ac.uk> On 11/09/2012 06:48, Asanka Gunasekera wrote: > Hi Tim, thank you for the reply, bigest problem that I have not been a > perl programer, hope you don't mind me asking bit more clarifications > > I am using Oracle as my database and I could not make head or tail of > the relations :) guess need to sit by this and real go through the DB I can't help you with the Oracle stuff - MySQL is the only database I really know in any detail. >> 3. if I need to migrate to a new installation (with out upgrade) how >> would I go about this task (would it be as just to create the new >> instance and configure all the plugins as per the current and just do a >> backup and restore on the db) > > Yes. I've done that before. As long as you're not changing the > software versions, just copying to a new system, it should be fine. > > Asanka => so this is not the way to do an upgrade? is it because there > could be DB changes in the new release? There quite frequently are database updates in new releases. When performing a major new release, what I do is: Preamble: Disable incoming web requests and queue email to the RT server (you don't want to lose any ticket transactions during the upgrade) 1) Shut RT down and copy the database to a new server (which is easy for me since I run the database in a virtual machine and can just clone the VM) 2) Do the same for the web server, if it's on a separate machine from the database. 3) Perform the upgrade procedure, including any database updates required, on the new copy, and test it, in particular any local customisations you have in /opt/rt4/local. 4) If everything's working, shut down the old servers, and re-enable the web and email traffic, pointing to the new servers. This is a fairly complex way of performing an upgrade, but it has the advantage that you can easily back out of it if it goes wrong, and go back to your old system, which is not simple if you do an in-place upgrade of the live system. Tim -- The Wellcome Trust Sanger Institute is operated by Genome Research Limited, a charity registered in England with number 1021457 and a company registered in England with number 2742969, whose registered office is 215 Euston Road, London, NW1 2BE. From asanka_gunasekera at yahoo.co.uk Tue Sep 11 05:42:00 2012 From: asanka_gunasekera at yahoo.co.uk (Asanka Gunasekera) Date: Tue, 11 Sep 2012 10:42:00 +0100 (BST) Subject: [rt-users] RT internals In-Reply-To: <504F0451.9060504@sanger.ac.uk> References: <1347276048.17000.YahooMailNeo@web133206.mail.ir2.yahoo.com> <504E5086.1060808@sanger.ac.uk> <1347342537.94134.YahooMailNeo@web133204.mail.ir2.yahoo.com> <504F0451.9060504@sanger.ac.uk> Message-ID: <1347356520.91918.YahooMailNeo@web133206.mail.ir2.yahoo.com> Hi Tim thanks for the reply, the upgrade path that you have explain seem fairlly simple though consumes bit more time then in-place upgrade I believe but its safe to have the upper hand on fall back to the original system just in case if something to go wrong. Thank you again Best Regards Asanka ________________________________ From: Tim Cutts To: Asanka Gunasekera Cc: "rt-users at lists.bestpractical.com" Sent: Tuesday, 11 September 2012, 14:58 Subject: Re: [rt-users] RT internals On 11/09/2012 06:48, Asanka Gunasekera wrote: > Hi Tim, thank you for the reply, bigest problem that I have not been a > perl programer, hope you don't mind me asking bit more clarifications > > I am using Oracle as my database and I could not make head or tail of > the relations :) guess need to sit by this and real go through the DB I can't help you with the Oracle stuff - MySQL is the only database I really know in any detail. >> 3. if I need to migrate to a new installation (with out upgrade) how >> would I go about this task (would it be as just to create the new >> instance and configure all the plugins as per the current and just do a >> backup and restore on the db) > > Yes.? I've done that before.? As long as you're not changing the > software versions, just copying to a new system, it should be fine. > > Asanka => so this is not the way to do an upgrade? is it because there > could be DB changes in the new release? There quite frequently are database updates in new releases.? When performing a major new release, what I do is: Preamble:? Disable incoming web requests and queue email to the RT server (you don't want to lose any ticket transactions during the upgrade) 1)? Shut RT down and copy the database to a new server (which is easy for me since I run the database in a virtual machine and can just clone the VM) 2)? Do the same for the web server, if it's on a separate machine from the database. 3)? Perform the upgrade procedure, including any database updates required, on the new copy, and test it, in particular any local customisations you have in /opt/rt4/local. 4)? If everything's working, shut down the old servers, and re-enable the web and email traffic, pointing to the new servers. This is a fairly complex way of performing an upgrade, but it has the advantage that you can easily back out of it if it goes wrong, and go back to your old system, which is not simple if you do an in-place upgrade of the live system. Tim -- The Wellcome Trust Sanger Institute is operated by Genome Research Limited, a charity registered in England with number 1021457 and a company registered in England with number 2742969, whose registered office is 215 Euston Road, London, NW1 2BE. -------------- next part -------------- An HTML attachment was scrubbed... URL: From drey111 at gmail.com Tue Sep 11 08:18:17 2012 From: drey111 at gmail.com (Joe Harris) Date: Tue, 11 Sep 2012 08:18:17 -0400 Subject: [rt-users] Add custom status tickets to "My Tickets"? In-Reply-To: <6D5BD0103BBD1F44ABE1D6512D85036A39E5DB45@DBXPRD0510MB382.eurprd05.prod.outlook.com> References: <6D5BD0103BBD1F44ABE1D6512D85036A39E5CA51@DBXPRD0510MB382.eurprd05.prod.outlook.com> <5BBFADAD-24FE-40C7-B4D6-92C62AEA4F06@gmail.com> <6D5BD0103BBD1F44ABE1D6512D85036A39E5DB45@DBXPRD0510MB382.eurprd05.prod.outlook.com> Message-ID: <8BD34837-BD0A-4287-9D03-73D322F4C046@gmail.com> I "think" there is. The advanced part is on the query, but I don't think you have to do it as advanced. If you edit the query for "My Tickets" you should be able to add your new status in the query editor. I think the trick is when you save it, to save it globally. We are on 4.05 now, but within the last year we migrated from 3.8.8 and I am pretty sure we customized that query prior to upgrading. Sent from my mobile device. On Sep 11, 2012, at 3:11 AM, Johan Sj?berg wrote: > Hi. > > Thanks for your reply. I forgot to mention that we are currently on 3.8.14 (an upgrade is planned for ?the future??). It seems like there is no ?advanced? when editing the ticket list on 3.8, is that right? > > /Johan > > From: Joe Harris [mailto:drey111 at gmail.com] > Sent: den 11 september 2012 00:57 > To: Johan Sj?berg > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Add custom status tickets to "My Tickets"? > > Not sure if you got a reply yet, but I think depending on what version you are using, you may have an edit in the top right corner of the main search on the home page. If you click that and choose advanced you should see a query for __currentuser__ add in the where clause the "status = 'newstatus' you want. Then save it. I believe if you're an admin, you can save it as a global change. But I'll have to log in and check to be sure. > > Sent from my mobile device. > > On Sep 10, 2012, at 4:06 AM, Johan Sj?berg wrote: > > Hi. > I have added a new status to the active statuses setting in RT_Siteconfig. Is it possible to make tickets with this status show up in the list ?xx highest priority tickets I own? at ?RT at a glance?? At the moment it seems like only ?new? and ?open? tickets are listed there. > > Regards, > Johan > -------------- next part -------------- An HTML attachment was scrubbed... URL: From h.vos at drecomm.nl Tue Sep 11 08:43:46 2012 From: h.vos at drecomm.nl (Hans Vos | Drecomm) Date: Tue, 11 Sep 2012 14:43:46 +0200 Subject: [rt-users] Customer and contacts relationship in RT Message-ID: <504F3202.2050006@drecomm.nl> Hello, We are currently trying out RT and OTRS to see what both have to offer and what will fit our needs best. With OTRS you have the ability to link tickets to companies (customers) and for each company you can add one or more contacts. This way you can easily see the entire ticket (conversation history) of a customer. I have not been able to find a similar feature in RT. It seems RT simply has requestors and you can search for them by e-mail address. How would you go about searching for the ticket history of a company with multiple requestors? Is there maybe a plugin or extension which enables adding companies to RT and linking requestors to them? Thank you for your reply. -- Met vriendelijke groet / Best regards, Hans Vos System Administrator ------------------------------------------------------------------------ E h.vos at drecomm.nl T 050-577 5822 drecomm ------------------------------------------------------------------------ Vestiging Groningen Hoendiep 208 T +31 (0)50 577 58 22 Bekijk onze actuele projecten 9745 ED Groningen F +31 (0)50 577 58 23 www.drecomm.nl ------------------------------------------------------------------------ -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: top_logo.jpg Type: image/jpeg Size: 24234 bytes Desc: not available URL: From Albert.Shih at obspm.fr Tue Sep 11 09:33:45 2012 From: Albert.Shih at obspm.fr (Albert Shih) Date: Tue, 11 Sep 2012 15:33:45 +0200 Subject: [rt-users] Who is the owner. Message-ID: <20120911133345.GA89993@pcjas.obspm.fr> Hi everyone, Not exactly a technical question but in your configuration who is the owner of a ticket ? 1/ Is the owner is who solve the ticket, meaning who have do the ?real job? or 2/ the owner is who have the responsibility to ask/do what necessary to make the problem solve ? In the first case who have the responsibility of solving the ticket ? And how can I make this person appear in the ticket. In the second case how can I use the ?TimeWorked? ? Example : A ticket is owned by Alice Alice ask Bob to do the job. Bob use 30 minutes to solve the problem Alice use 15 minutes to complete the solution how can I have a TimeWorked in that case ? Regards. JAS -- Albert SHIH DIO b?timent 15 Observatoire de Paris 5 Place Jules Janssen 92195 Meudon Cedex T?l?phone : 01 45 07 76 26/06 86 69 95 71 xmpp: jas at jabber.obspm.fr Heure local/Local time: mar 11 sep 2012 15:24:39 CEST From reg.bestpractical at posterus.com Tue Sep 11 09:33:49 2012 From: reg.bestpractical at posterus.com (Maciej Dobrzanski) Date: Tue, 11 Sep 2012 15:33:49 +0200 Subject: [rt-users] Customer and contacts relationship in RT In-Reply-To: <504F3202.2050006@drecomm.nl> References: <504F3202.2050006@drecomm.nl> Message-ID: <01ad01cd9022$13f87430$3be95c90$@bestpractical@posterus.com> Hans, > for the ticket history of a company with multiple requestors? Is there maybe a plugin or > extension which enables adding companies to RT and linking requestors to them? RT has no built-in support for customers per se, but you can still use RT groups to emulate it. Create one group per customer and assign contacts to the respective groups. To make permission management easier later on, you can also create one master group called Customers and make all other customer groups its members (permissions are inherited). A group can become ticket Cc, so you can assign customer contacts to each ticket in an easy way. You can even automate this through Scrips (e.g. when a known user creates a ticket, set the group it belongs to as ticket Cc). If you also set a customer's name in a custom field of each ticket, you should also be able to do searches by customer (I don't think it's possible to search in Cc by group name). Best regards, Maciek From Johan.Sjoberg at deltamanagement.se Tue Sep 11 09:34:20 2012 From: Johan.Sjoberg at deltamanagement.se (=?utf-8?B?Sm9oYW4gU2rDtmJlcmc=?=) Date: Tue, 11 Sep 2012 13:34:20 +0000 Subject: [rt-users] Add custom status tickets to "My Tickets"? In-Reply-To: <8BD34837-BD0A-4287-9D03-73D322F4C046@gmail.com> References: <6D5BD0103BBD1F44ABE1D6512D85036A39E5CA51@DBXPRD0510MB382.eurprd05.prod.outlook.com> <5BBFADAD-24FE-40C7-B4D6-92C62AEA4F06@gmail.com> <6D5BD0103BBD1F44ABE1D6512D85036A39E5DB45@DBXPRD0510MB382.eurprd05.prod.outlook.com> <8BD34837-BD0A-4287-9D03-73D322F4C046@gmail.com> Message-ID: <6D5BD0103BBD1F44ABE1D6512D85036A39E5E12B@DBXPRD0510MB382.eurprd05.prod.outlook.com> Hmm, maybe I?m stupid but I can?t find a way to customize the query that is used to populate the ?my tickets? list on ?RT at a glance?. If I click ?Edit?, I only get the options in the attached screenshot. /Johan From: Joe Harris [mailto:drey111 at gmail.com] Sent: den 11 september 2012 14:18 To: Johan Sj?berg Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Add custom status tickets to "My Tickets"? I "think" there is. The advanced part is on the query, but I don't think you have to do it as advanced. If you edit the query for "My Tickets" you should be able to add your new status in the query editor. I think the trick is when you save it, to save it globally. We are on 4.05 now, but within the last year we migrated from 3.8.8 and I am pretty sure we customized that query prior to upgrading. Sent from my mobile device. On Sep 11, 2012, at 3:11 AM, Johan Sj?berg > wrote: Hi. Thanks for your reply. I forgot to mention that we are currently on 3.8.14 (an upgrade is planned for ?the future??). It seems like there is no ?advanced? when editing the ticket list on 3.8, is that right? /Johan From: Joe Harris [mailto:drey111 at gmail.com] Sent: den 11 september 2012 00:57 To: Johan Sj?berg Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Add custom status tickets to "My Tickets"? Not sure if you got a reply yet, but I think depending on what version you are using, you may have an edit in the top right corner of the main search on the home page. If you click that and choose advanced you should see a query for __currentuser__ add in the where clause the "status = 'newstatus' you want. Then save it. I believe if you're an admin, you can save it as a global change. But I'll have to log in and check to be sure. Sent from my mobile device. On Sep 10, 2012, at 4:06 AM, Johan Sj?berg > wrote: Hi. I have added a new status to the active statuses setting in RT_Siteconfig. Is it possible to make tickets with this status show up in the list ?xx highest priority tickets I own? at ?RT at a glance?? At the moment it seems like only ?new? and ?open? tickets are listed there. Regards, Johan -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: rt.PNG Type: image/png Size: 63904 bytes Desc: rt.PNG URL: From linedancer at gmail.com Tue Sep 11 11:00:34 2012 From: linedancer at gmail.com (Gary Holmes) Date: Tue, 11 Sep 2012 16:00:34 +0100 Subject: [rt-users] Add incremental time worked in a scrip Message-ID: Hi all, I want to increment the time worked of a ticket during execution of a scrip that fires with the "On Correspond" condition by adding time for just that transaction. I can't see a way to set the time worked for just the specific transaction that is active during the life of the scrip. The following line of code: $self->TicketObj->SetTimeWorked( $self->TicketObj->TimeWorked + $mins ); does increment the TimeWorked of the ticket, but that time is not allocated to that comment. I bet this is really easy, but I'm stumped. The wiki didn't help me either. Any pointers? Thanks, Gary -------------- next part -------------- An HTML attachment was scrubbed... URL: From reg.bestpractical at posterus.com Tue Sep 11 11:51:47 2012 From: reg.bestpractical at posterus.com (Maciej Dobrzanski) Date: Tue, 11 Sep 2012 17:51:47 +0200 Subject: [rt-users] Add incremental time worked in a scrip In-Reply-To: References: Message-ID: <01ca01cd9035$59cd5df0$0d6819d0$@bestpractical@posterus.com> Gary, ? I bet this is really easy, but I'm stumped. The wiki didn't help me either. If you want to associate times with comments, you need to make sure they are stored inside the corresponding transactions. However transaction objects are immutable, so you probably can't modify them from Scrips. I think you will need to intercept a callback in ticket update and update ticket parameters (UpdateTimeWorked) before they enter the RT core. Best regards, Maciek From trs at bestpractical.com Tue Sep 11 13:13:26 2012 From: trs at bestpractical.com (Thomas Sibley) Date: Tue, 11 Sep 2012 10:13:26 -0700 Subject: [rt-users] Add custom status tickets to "My Tickets"? In-Reply-To: <6D5BD0103BBD1F44ABE1D6512D85036A39E5E12B@DBXPRD0510MB382.eurprd05.prod.outlook.com> References: <6D5BD0103BBD1F44ABE1D6512D85036A39E5CA51@DBXPRD0510MB382.eurprd05.prod.outlook.com> <5BBFADAD-24FE-40C7-B4D6-92C62AEA4F06@gmail.com> <6D5BD0103BBD1F44ABE1D6512D85036A39E5DB45@DBXPRD0510MB382.eurprd05.prod.outlook.com> <8BD34837-BD0A-4287-9D03-73D322F4C046@gmail.com> <6D5BD0103BBD1F44ABE1D6512D85036A39E5E12B@DBXPRD0510MB382.eurprd05.prod.outlook.com> Message-ID: <504F7136.5080704@bestpractical.com> On 09/11/2012 06:34 AM, Johan Sj?berg wrote: > Hmm, maybe I?m stupid but I can?t find a way to customize the query that > is used to populate the ?my tickets? list on ?RT at a glance?. If I > click ?Edit?, I only get the options in the attached screenshot. You need to be logged in as a superuser (root, usually) to edit the search behind the global saved searches. Otherwise you just get to modify the display format. From tobias.ramin at rrz.uni-hamburg.de Tue Sep 11 13:41:01 2012 From: tobias.ramin at rrz.uni-hamburg.de (Tobias Ramin) Date: Tue, 11 Sep 2012 19:41:01 +0200 Subject: [rt-users] started dates in RT 3.8 In-Reply-To: <20120907155520.GJ98865@jibsheet.com> References: <20120907155520.GJ98865@jibsheet.com> Message-ID: <20120911194101.16885sid3q7vrq25@webmail.rrz.uni-hamburg.de> Zitat von Kevin Falcone : > On Tue, Sep 04, 2012 at 02:54:38PM +0200, Tobias Ramin wrote: >> New tickets don't have values for started set. This is as expected, >> but it should be set, when a comment is made or an answer is sent. >> When a new ticket is replied, the started date is not set. Even >> after commenting the ticket afterwards, the date is not set. >> When a different new ticket is commented, the started date is set >> correctly. >> This still happens in RT 3.8.13. > > Started is set when a ticket transitions from an initial state to > an active or inactive state. The most common of these would be new -> > open. I suspect you're running into the case that a Reply triggers > the On Correspon Open Tickets Scrip which transitions the ticket from > new to open, setting Started. A Comment does not trigger this scrip, > does not change the status and thus does not set Started. > > You could add a scrip for On Comment Open Tickets, but be aware of the > other behavior that'll add (a comment will flip a ticket from resolved > or stalled to open, whereas before it wouldn't). > > -kevin > Thank you Kevin, i didn't suspect a link between setting Started and the scrips. Our problem was actualy the other way around, Started was set on comment, but not on correspond. After playing with the scrip, i could resolve the issue by selecting the stage transaction batch for the global scrip "On correspond open ticket". Best regards, Tobi -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/pkcs7-signature Size: 5503 bytes Desc: S/MIME krytographische Unterschrift URL: From h.vos at drecomm.nl Tue Sep 11 15:12:20 2012 From: h.vos at drecomm.nl (Hans Vos) Date: Tue, 11 Sep 2012 21:12:20 +0200 Subject: [rt-users] RT customization advice and/or quote requested Message-ID: <504F8D14.4020405@drecomm.nl> Hi, I would like to request some advice with regard to adding some features to RT. We are looking into doing this ourselves or perhaps outsource it. Each ticket that is created in RT must be linked to a ticket (HDI) in our project management system. Basically I want to have "Create HDI" button which will execute a script that inserts a new record into an external MySQL database and redirects you to another page in a new window using the insert ID from the new record. In order to do this each ticket in RT must have three pieces of information. CompanyID (custom field for a Requestor in RT) ProjectID (custom field for a Ticket in RT) TaskID (custom field for a Ticket in RT) To keep this user-friendly we want to have the ability to select a Project and Task using a drop down list. The flow of the process must be something like this. 1. New ticket is created and linked to a known Requestor (if not we have to manually modify the Requestor this is not a problem). 2. If CompanyID custom field is set for the Requestor that value must be used to generate the options for the Project drop down list. These options must be gathered using an MySQL query. 3. When a Project is selected from the drop down list a second drop down list must be populated. Again this will be done using a MySQL query and the value from the Project drop down list. This will require some AJAX functionality. The second drop down list must be populated after a value is selected from the first. Now when both drop down lists are selected a button with "Create HDI" must be shown or activated (maybe greyed out prior). This button must execute a script that will insert a new row to an external database and it also must set a custom value called "HDI" for the ticket. I have read in the manual that you can populate drop down lists with external data. Only I have no idea if it is at all possible to use the value of another custom field in the script that will generate the hash for the drop down options. And I also could not find information about implementing some AJAX functionality to populate a second drop down list using the value from another drop down list. If there is a company or individual willing to offer a quote to implement this you can contact us off list to discuss the details. -- Kind regards, Hans Vos Drecomm From mike.johnson at nosm.ca Tue Sep 11 16:05:22 2012 From: mike.johnson at nosm.ca (Mike Johnson) Date: Tue, 11 Sep 2012 16:05:22 -0400 Subject: [rt-users] Who is the owner. In-Reply-To: <20120911133345.GA89993@pcjas.obspm.fr> References: <20120911133345.GA89993@pcjas.obspm.fr> Message-ID: In our case, the person that does the work, and the person that resolves the ticket are the same people, and they are the owner. However, if you require having multiple owners of "work" for a single "request", you could always create children tickets of the original request. That way, the person responsible for solving the ticket, can review all work that is being done on the ticket by looking at the children. That person can also see who "owns" the children ticket to know who to contact if something is taking too long to solve. RT is quite flexible, and there is probably many ways to do this. I just explained the way we do it, and another way you could do it. Thanks! Mike. On Tue, Sep 11, 2012 at 9:33 AM, Albert Shih wrote: > Hi everyone, > > Not exactly a technical question but in your configuration who is the owner > of a ticket ? > > 1/ Is the owner is who solve the ticket, meaning who have do the > ?real job? > > or > > 2/ the owner is who have the responsibility to ask/do what > necessary to make > the problem solve ? > > > In the first case who have the responsibility of solving the ticket ? And > how can I make this person appear in the ticket. > > In the second case how can I use the ?TimeWorked? ? > > Example : > A ticket is owned by Alice > Alice ask Bob to do the job. > Bob use 30 minutes to solve the problem > Alice use 15 minutes to complete the solution > > how can I have a TimeWorked in that case ? > > Regards. > > JAS > > > -- > Albert SHIH > DIO b?timent 15 > Observatoire de Paris > 5 Place Jules Janssen > 92195 Meudon Cedex > T?l?phone : 01 45 07 76 26/06 86 69 95 71 > xmpp: jas at jabber.obspm.fr > Heure local/Local time: > mar 11 sep 2012 15:24:39 CEST > > -------- > Final RT training for 2012 in Atlanta, GA - October 23 & 24 > http://bestpractical.com/training > > We're hiring! http://bestpractical.com/jobs > -- Mike Johnson Datatel Programmer/Analyst Northern Ontario School of Medicine 955 Oliver Road Thunder Bay, ON P7B 5E1 Phone: (807) 766-7331 Email: mike.johnson at nosm.ca -------------- next part -------------- An HTML attachment was scrubbed... URL: From emory-lundberg at uiowa.edu Tue Sep 11 16:15:40 2012 From: emory-lundberg at uiowa.edu (Lundberg, Emory) Date: Tue, 11 Sep 2012 20:15:40 +0000 Subject: [rt-users] custom actions for inserting multiple mixed v4/v6 IP addresses into a custom field In-Reply-To: References: Message-ID: <61746C2CA99A094CAC2CABDDE259AF45260BFD20@ITSNT437.iowa.uiowa.edu> On Sep 5, 2012, at 11:00 AM, Kevin Falcone: > On Fri, Aug 31, 2012 at 05:49:36PM +0000, Lundberg, Emory wrote: >> I cannot seem to get a scrip that will accept multiple comma-seperated addresses from an email (or any correspondevent for that matter), only one address will be accepted. >> The scrip I am using is a custom action that looks like this: > > I'd suggest looking at what RTIR's IP address parsing routines are > doing. > > You'll want lib/RT/Action/RTIR_FindIP.pm in the RTIR tarball. > > Also, keep in mind that if you create an Multiple Value IP Address > custom field, you still need to add your multiple values one at a time > (like if you were adding multiple values to a normal multi-value CF). It's my understanding that RTIR's module will snarf up all IP addresses and that isn't exactly what I was wanting to do. I may be going about this in a weird way and I'm absolutely doing something with less resistance. Users are filling out a form that is emailed into RT for staging new systems, and it would be advantageous for us to collect all the IP addresses on all interfaces at that time instead of one, which historically is the management IP address collected via scrip as X-IP. We have a scrip that gathers up that and several other values in one go, and then inserts that into custom fields. The reason that I'd like to avoid the RTIR approach is that those requests can have IP addresses in them for host ip filters or firewall policies. I don't know how "normal multi-value" CFs behave, our other CFs are just one-value. The RT cli is perfectly capable of handling multiple values for my new IP-addresses CF, and I cannot seem to have more than one X-IP-addresses match per reply/comment. It picks up the first and then ignores the rest. i.e. X-IP-addresses: 127.0.0.1 X-IP-addresses: 127.0.0.2 X-IP-addresses: 127.0.0.3 would result in only `X-IP-addresses: 127.0.0.1` getting picked up. I'm not at all opposed to being told I'm doing this in a dumb way. If adopting the logic in RTIR's module into a scrip for RT so that it only picks up addresses I tag with X-$CFNAME is the best way, I would appreciate any tips or suggestions to prime the pump, I am not confidant I'm approaching this right or understanding the recommendation. thank you! From chrisherrmann7 at gmail.com Tue Sep 11 18:12:55 2012 From: chrisherrmann7 at gmail.com (Chris Herrmann) Date: Wed, 12 Sep 2012 08:12:55 +1000 Subject: [rt-users] Customer and contact lists Message-ID: Hi Hans, We use rt in this manner. Create a queue and group per customer; associate the users with the group, assign group perms to the queues and you're cooking with gas. Regards, Chris Herrmann Far Edge +612 84251400 +614 03393309 http://www.faredge.com.au From reg.bestpractical at posterus.com Wed Sep 12 03:57:38 2012 From: reg.bestpractical at posterus.com (Maciej Dobrzanski) Date: Wed, 12 Sep 2012 09:57:38 +0200 Subject: [rt-users] Using non-standard status only Message-ID: <01ff01cd90bc$47673550$d6359ff0$@bestpractical@posterus.com> Hello, I want to use custom lifecycles for various queues. The thing I've been wondering about is about some of the standard statuses such as 'new' or 'open'. They are referred to in a few other places besides just tickets: defaults => { on_create => 'new', on_merge => 'resolved', approved => 'open', denied => 'rejected', reminder_on_open => 'open', reminder_on_resolve => 'resolved', }, So my question is: Does it matter at all what statuses reminders use other than transition between the two should be allowed? For example in a billing queue I could have 'invoiced', 'overdue', 'disputed', 'paid' and 'cancelled', so would it break anything if I just set reminders to use 'overdue' and 'paid'? Best regards, Maciek From tjrc at sanger.ac.uk Wed Sep 12 04:25:55 2012 From: tjrc at sanger.ac.uk (Tim Cutts) Date: Wed, 12 Sep 2012 09:25:55 +0100 Subject: [rt-users] Who is the owner. In-Reply-To: References: <20120911133345.GA89993@pcjas.obspm.fr> Message-ID: <50504713.7050509@sanger.ac.uk> On 11/09/2012 21:05, Mike Johnson wrote: > In our case, the person that does the work, and the person that resolves > the ticket are the same people, and they are the owner. > > However, if you require having multiple owners of "work" for a single > "request", you could always create children tickets of the original request. > > That way, the person responsible for solving the ticket, can review all > work that is being done on the ticket by looking at the children. That > person can also see who "owns" the children ticket to know who to > contact if something is taking too long to solve. I agree that this is a good way to do it, especially if you have management who want ticket resolution time performance metrics and so on, because if you do it the other way (each person works on their part of the ticket, and then passes the ticket on to the next person to do this bit) your metrics get a bit messed up; it's hard to determine who actually did the majority of the work, or took the majority of the time, and the person who gets "credit" for resolving the ticket is whoever worked on it and owned it last, which quite often isn't sensible. Child tickets for each person's sub-task are much more amenable to getting such knowledge out later. It *is* more work though, and a lot of my users don't follow this method; we have more than 100 queues, for very different purposes, and I don't impose any particular workflow on anyone. I find the SpawnLinkedTicketInQueue extension helps. Tim -- The Wellcome Trust Sanger Institute is operated by Genome Research Limited, a charity registered in England with number 1021457 and a company registered in England with number 2742969, whose registered office is 215 Euston Road, London, NW1 2BE. From h.vos at drecomm.nl Wed Sep 12 06:01:00 2012 From: h.vos at drecomm.nl (Hans Vos | Drecomm) Date: Wed, 12 Sep 2012 12:01:00 +0200 Subject: [rt-users] RT customization advice and/or quote requested In-Reply-To: <504F8D14.4020405@drecomm.nl> References: <504F8D14.4020405@drecomm.nl> Message-ID: <50505D5C.9020104@drecomm.nl> Hello, I have received a few replies of list but so far no solution. I have been thinking about the problem I thought about a solution that might be a lot easier to implement. I have already sent an e-mail to Best Practical for a quote but I would like to extend the same offer to all participants on the list. Here are the requirements. As mentioned we need to to link RT to our project management system. In this system we have tickets called help desk items (HDI). We would like RT to create a new HDI when a new ticket is created in RT (for specified queues). The ID of the HDI must be set in a normal custom field for a ticket. I have looked into this and I think this can be done by making a custom template with some Perl scripting with the following functionality. 1. A user (requestor) in RT has a custom field called "CompanyID". This is the unique identifier for a customer in project management system. 2. We want to have a custom script with a custom template that gets triggered using the "On Create" event of a ticket. The template must do the following: 1. Fetch the CompanyID of the requestor that is assigned to a ticket. If it is not available exit the template. 2. Insert a new record in an external MySQL database. This query will use the CompanyID of the requestor and the subject and body of a ticket. 3. Retrieve the insert ID of the MySQL query and assign the value of that ID to a custom field of the ticket. That is it. Now we should have a link to the HDI on the display page of a ticket which is exactly what we need. We must be able to assign this custom template to a queue (not global) but I believe this functionality is already available in RT. -- Met vriendelijke groet / Best regards, Hans Vos System Administrator ------------------------------------------------------------------------ E h.vos at drecomm.nl T 050-577 5822 drecomm ------------------------------------------------------------------------ Vestiging Groningen Hoendiep 208 T +31 (0)50 577 58 22 Bekijk onze actuele projecten 9745 ED Groningen F +31 (0)50 577 58 23 www.drecomm.nl ------------------------------------------------------------------------ Op 11-9-2012 21:12, Hans Vos schreef: > Hi, > > I would like to request some advice with regard to adding some > features to RT. We are looking into doing this ourselves or perhaps > outsource it. Each ticket that is created in RT must be linked to a > ticket (HDI) in our project management system. > > Basically I want to have "Create HDI" button which will execute a > script that inserts a new record into an external MySQL database and > redirects you to another page in a new window using the insert ID from > the new record. In order to do this each ticket in RT must have three > pieces of information. > > CompanyID (custom field for a Requestor in RT) > ProjectID (custom field for a Ticket in RT) > TaskID (custom field for a Ticket in RT) > > To keep this user-friendly we want to have the ability to select a > Project and Task using a drop down list. The flow of the process must > be something like this. > > 1. New ticket is created and linked to a known Requestor (if not we > have to manually modify the Requestor this is not a problem). > > 2. If CompanyID custom field is set for the Requestor that value must > be used to generate the options for the Project drop down list. These > options must be gathered using an MySQL query. > > 3. When a Project is selected from the drop down list a second drop > down list must be populated. Again this will be done using a MySQL > query and the value from the Project drop down list. > > This will require some AJAX functionality. The second drop down list > must be populated after a value is selected from the first. Now when > both drop down lists are selected a button with "Create HDI" must be > shown or activated (maybe greyed out prior). This button must execute > a script that will insert a new row to an external database and it > also must set a custom value called "HDI" for the ticket. > > I have read in the manual that you can populate drop down lists with > external data. Only I have no idea if it is at all possible to use the > value of another custom field in the script that will generate the > hash for the drop down options. And I also could not find information > about implementing some AJAX functionality to populate a second drop > down list using the value from another drop down list. > > If there is a company or individual willing to offer a quote to > implement this you can contact us off list to discuss the details. > > -- > Kind regards, > > Hans Vos > > Drecomm > > -------- > Final RT training for 2012 in Atlanta, GA - October 23 & 24 > http://bestpractical.com/training > > We're hiring! http://bestpractical.com/jobs -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: top_logo.jpg Type: image/jpeg Size: 24234 bytes Desc: not available URL: From raphael.berlamont at raphux.com Wed Sep 12 10:05:13 2012 From: raphael.berlamont at raphux.com (=?ISO-8859-1?Q?Rapha=EBl_Berlamont?=) Date: Wed, 12 Sep 2012 16:05:13 +0200 Subject: [rt-users] sendmail error (exited with code 75) - RHEL6 In-Reply-To: References: <50462918.5090506@bestpractical.com> <504644E6.9010408@bestpractical.com> <5048EB1C.90108@bestpractical.com> Message-ID: 2012/9/7 Rapha?l Berlamont > 2012/9/6 Thomas Sibley > Here is what you asked : > ================================= > [root at dgilx202 ~]# apachectl -V > Server version: Apache/2.2.15 (Unix) > Server built: Feb 7 2012 09:50:11 > Server's Module Magic Number: 20051115:24 > Server loaded: APR 1.3.9, APR-Util 1.3.9 > Compiled using: APR 1.3.9, APR-Util 1.3.9 > Architecture: 64-bit > Server MPM: Prefork > threaded: no > forked: yes (variable process count) > Server compiled with.... > -D APACHE_MPM_DIR="server/mpm/prefork" > -D APR_HAS_SENDFILE > -D APR_HAS_MMAP > -D APR_HAVE_IPV6 (IPv4-mapped addresses enabled) > -D APR_USE_SYSVSEM_SERIALIZE > -D APR_USE_PTHREAD_SERIALIZE > -D SINGLE_LISTEN_UNSERIALIZED_ACCEPT > -D APR_HAS_OTHER_CHILD > -D AP_HAVE_RELIABLE_PIPED_LOGS > -D DYNAMIC_MODULE_LIMIT=128 > -D HTTPD_ROOT="/etc/httpd" > -D SUEXEC_BIN="/usr/sbin/suexec" > -D DEFAULT_PIDLOG="run/httpd.pid" > -D DEFAULT_SCOREBOARD="logs/apache_runtime_status" > -D DEFAULT_LOCKFILE="logs/accept.lock" > -D DEFAULT_ERRORLOG="logs/error_log" > -D AP_TYPES_CONFIG_FILE="conf/mime.types" > -D SERVER_CONFIG_FILE="conf/httpd.conf" > [root at dgilx202 ~]# > ================================= > Issue still running, and I don't have an idea where to look at... To refresh your memory : sometime, RT can't send any mail piped into sendmail binary. To make it working again, I have to restart apache. It work for a few minutes, then stop working again. To make this bad behavior almost unnoticeable by the user, I've set a cron that restart apache every five minutes, but of course, this is not a final solution... For now, I changed the "MailCommand" to "smtp", and it works. I hope there is no limitation using this method instead of "sendmailpipe". Good day! -- Rapha?l Berlamont -------------- next part -------------- An HTML attachment was scrubbed... URL: From jzabolotnyi at arces.net Wed Sep 12 12:23:48 2012 From: jzabolotnyi at arces.net (Jack Zabolotnyi) Date: Wed, 12 Sep 2012 18:23:48 +0200 Subject: [rt-users] Mandatory fields at ticket's Basic screen Message-ID: Hi everyone. Here is my workflow: we have "Service" custom field applied to ticket and it is mandatory. Only members of Engeneers group can see and change this field. When general user (not member of Engeneers group) creates ticket, he can't see "Service" field and it is set to "(no value)". This is very ok for me. But, when member of Engeneers group updates this ticket (via Basic page), RT accepts changes even if this mandaroty field is untouched (has "(no value)" ) (After changing value to other than "(no value)" i can't put it bak, and this is predictable) Am i doing something wrong or i miss something? Thanks in advance for any help. -- Jack Zabolotnyi Arces Network, LLC e: jzabolotnyi at arces.net w: http://www.arces.net PGP key: 2048R/7F2AB658 2012-07-02 PGP fingerprint: 4C7E 00A8 5210 F3D9 0509 C70E 87C8 666E 7F2A B658 -------------- next part -------------- An HTML attachment was scrubbed... URL: From trs at bestpractical.com Wed Sep 12 12:26:00 2012 From: trs at bestpractical.com (Thomas Sibley) Date: Wed, 12 Sep 2012 09:26:00 -0700 Subject: [rt-users] sendmail error (exited with code 75) - RHEL6 In-Reply-To: References: <50462918.5090506@bestpractical.com> <504644E6.9010408@bestpractical.com> <5048EB1C.90108@bestpractical.com> Message-ID: <5050B798.7000408@bestpractical.com> On 09/12/2012 07:05 AM, Rapha?l Berlamont wrote: > Issue still running, and I don't have an idea where to look at... > > To refresh your memory : sometime, RT can't send any mail piped into > sendmail binary. To make it working again, I have to restart apache. It > work for a few minutes, then stop working again. This is very strange, and it's especially strange that you're seeing this under the prefork MPM. I expected you used a threaded MPM and were running into weird threading bugs. > To make this bad behavior almost unnoticeable by the user, I've set a > cron that restart apache every five minutes, but of course, this is not > a final solution... > > For now, I changed the "MailCommand" to "smtp", and it works. I hope > there is no limitation using this method instead of "sendmailpipe". Setting MailCommand to 'smtp' is dangerous, and will likely be removed in the next major version of RT (4.2). It can result in dropped mail if the SMTP server isn't responding since RT isn't queueing mail like an MTA does. From trs at bestpractical.com Wed Sep 12 12:29:39 2012 From: trs at bestpractical.com (Thomas Sibley) Date: Wed, 12 Sep 2012 09:29:39 -0700 Subject: [rt-users] Using non-standard status only In-Reply-To: <01ff01cd90bc$47673550$d6359ff0$@bestpractical@posterus.com> References: <01ff01cd90bc$47673550$d6359ff0$@bestpractical@posterus.com> Message-ID: <5050B873.50303@bestpractical.com> On 09/12/2012 12:57 AM, Maciej Dobrzanski wrote: > I want to use custom lifecycles for various queues. The thing I've been > wondering about is about some of the standard statuses such as 'new' or > 'open'. They are referred to in a few other places besides just tickets: > > defaults => { > on_create => 'new', > on_merge => 'resolved', > approved => 'open', > denied => 'rejected', > reminder_on_open => 'open', > reminder_on_resolve => 'resolved', > }, > > So my question is: Does it matter at all what statuses reminders use other > than transition between the two should be allowed? For example in a billing > queue I could have 'invoiced', 'overdue', 'disputed', 'paid' and > 'cancelled', so would it break anything if I just set reminders to use > 'overdue' and 'paid'? Nope, that'd be fine. Those defaults exist for each lifecycle in order to be modified. If they weren't modifiable, you'd never be able to get rid of new, open, resolved, rejected! :) From trs at bestpractical.com Wed Sep 12 12:35:19 2012 From: trs at bestpractical.com (Thomas Sibley) Date: Wed, 12 Sep 2012 09:35:19 -0700 Subject: [rt-users] sendmail error (exited with code 75) - RHEL6 In-Reply-To: References: <50462918.5090506@bestpractical.com> <504644E6.9010408@bestpractical.com> Message-ID: <5050B9C7.1070502@bestpractical.com> On 09/05/2012 10:21 AM, Rapha?l Berlamont wrote: > Well! Very, very strange behaviour that I can't explain : the > /tmp/sendmail-stdin filled by tee is fulfilled all the time, but when I > encounter the bug, nothing appear in the file! Can you modify the script (and go back to sendmailpipe) with this added line? echo "=== START $$" >> /tmp/sendmail-lsof lsof -d^mem,^cwd,^txt,^rtd -a -p $$ >> /tmp/sendmail-lsof echo "=== END $$" >> /tmp/sendmail-lsof and then send us the output when you encounter the problem? From h.vos at drecomm.nl Wed Sep 12 16:30:36 2012 From: h.vos at drecomm.nl (Hans Vos) Date: Wed, 12 Sep 2012 22:30:36 +0200 Subject: [rt-users] How can I get the value from a custom field from the command line Message-ID: <5050F0EC.2000200@drecomm.nl> Hello, I am trying to get the value of a custom field from a specified user. I can get the normal details with the command "rt show user/22". But I would like to retrieve the current value (or lack thereof) of a custom field that I created (simple text field). How can I do this? If this is not possible using the API is there perhaps another way? I tried getting directly from the database. The only problem is that when you remove the value the latest value is still present in the ' ObjectCustomFieldValues' table. I currently have a query that gets the latest value from this table. -- Kind regards, Hans Vos -------------- next part -------------- An HTML attachment was scrubbed... URL: From kenn.crocker at gmail.com Thu Sep 13 00:53:23 2012 From: kenn.crocker at gmail.com (Kenneth Crocker) Date: Wed, 12 Sep 2012 21:53:23 -0700 Subject: [rt-users] Using non-standard status only In-Reply-To: <50504090.85dae00a.152e.59bdSMTPIN_ADDED@mx.google.com> References: <50504090.85dae00a.152e.59bdSMTPIN_ADDED@mx.google.com> Message-ID: Maciej, Although you could change those status values, why? If a ticket is invoiced or whatever, it is still open. Why not create a Custom Field that shows what its state "within" the open status, ie. invoiced, check pending and a ton of others. This CF could also be used in queries, dashboards, etc. You can write scrips using them. There really is no need to change those values when a Custom Field could be used. I mean you can, but if you change the configured values, you might run the risk of having to change other things as well. The Custom Fields allow you to make changes within the vanilla design. Just a thought. Kenn On Wed, Sep 12, 2012 at 12:57 AM, Maciej Dobrzanski < reg.bestpractical at posterus.com> wrote: > Hello, > > I want to use custom lifecycles for various queues. The thing I've been > wondering about is about some of the standard statuses such as 'new' or > 'open'. They are referred to in a few other places besides just tickets: > > defaults => { > on_create => 'new', > on_merge => 'resolved', > approved => 'open', > denied => 'rejected', > reminder_on_open => 'open', > reminder_on_resolve => 'resolved', > }, > > So my question is: Does it matter at all what statuses reminders use other > than transition between the two should be allowed? For example in a billing > queue I could have 'invoiced', 'overdue', 'disputed', 'paid' and > 'cancelled', so would it break anything if I just set reminders to use > 'overdue' and 'paid'? > > Best regards, > Maciek > > > > > -------- > Final RT training for 2012 in Atlanta, GA - October 23 & 24 > http://bestpractical.com/training > > We're hiring! http://bestpractical.com/jobs > -------------- next part -------------- An HTML attachment was scrubbed... URL: From robert.wysocki at contium.pl Thu Sep 13 01:29:52 2012 From: robert.wysocki at contium.pl (Robert Wysocki) Date: Thu, 13 Sep 2012 07:29:52 +0200 Subject: [rt-users] Customer and contacts relationship in RT In-Reply-To: <504F3202.2050006@drecomm.nl> References: <504F3202.2050006@drecomm.nl> Message-ID: <1347514192.3848.25.camel@s-rwysocki> Dnia 2012-09-11, wto o godzinie 14:43 +0200, Hans Vos | Drecomm pisze: > Hello, > > We are currently trying out RT and OTRS to see what both have to offer > and what will fit our needs best. With OTRS you have the ability to > link tickets to companies (customers) and for each company you can add > one or more contacts. This way you can easily see the entire ticket > (conversation history) of a customer. I have not been able to find a > similar feature in RT. It seems RT simply has requestors and you can > search for them by e-mail address. How would you go about searching > for the ticket history of a company with multiple requestors? Is there > maybe a plugin or extension which enables adding companies to RT and > linking requestors to them? Hans, We're using CustomFields for that; we have one for Customer Name and another for Project Name. You can also use one group per one customer and assign requestors to it like Maciek said. Another way, which we also use is creating one queue per one customer. Regards, -- Robert Wysocki administrator system?w linuksowych Contium S.A., http://www.contium.pl From robert.wysocki at contium.pl Thu Sep 13 01:24:38 2012 From: robert.wysocki at contium.pl (Robert Wysocki) Date: Thu, 13 Sep 2012 07:24:38 +0200 Subject: [rt-users] Add incremental time worked in a scrip In-Reply-To: <01ca01cd9035$59cd5df0$0d6819d0$@bestpractical@posterus.com> References: <01ca01cd9035$59cd5df0$0d6819d0$@bestpractical@posterus.com> Message-ID: <1347513878.3848.21.camel@s-rwysocki> Dnia 2012-09-11, wto o godzinie 17:51 +0200, Maciej Dobrzanski pisze: > Gary, > > ? I bet this is really easy, but I'm stumped. The wiki didn't help me either. > > If you want to associate times with comments, you need to make sure they are stored inside the corresponding transactions. However transaction objects are immutable, so you probably can't modify them from Scrips. I think you will need to intercept a callback in ticket update and update ticket parameters (UpdateTimeWorked) before they enter the RT core. I think TransactionBatch scrips are meant to do that. Regards, -- Robert Wysocki administrator system?w linuksowych Contium S.A., http://www.contium.pl From raphael.berlamont at raphux.com Thu Sep 13 05:14:41 2012 From: raphael.berlamont at raphux.com (=?ISO-8859-1?Q?Rapha=EBl_Berlamont?=) Date: Thu, 13 Sep 2012 11:14:41 +0200 Subject: [rt-users] sendmail error (exited with code 75) - RHEL6 In-Reply-To: <5050B9C7.1070502@bestpractical.com> References: <50462918.5090506@bestpractical.com> <504644E6.9010408@bestpractical.com> <5050B9C7.1070502@bestpractical.com> Message-ID: 2012/9/12 Thomas Sibley > On 09/05/2012 10:21 AM, Rapha?l Berlamont wrote: > > Well! Very, very strange behaviour that I can't explain : the > > /tmp/sendmail-stdin filled by tee is fulfilled all the time, but when I > > encounter the bug, nothing appear in the file! > > Can you modify the script (and go back to sendmailpipe) with this added > line? > > echo "=== START $$" >> /tmp/sendmail-lsof > lsof -d^mem,^cwd,^txt,^rtd -a -p $$ >> /tmp/sendmail-lsof > echo "=== END $$" >> /tmp/sendmail-lsof > > and then send us the output when you encounter the problem? > Thank you for your concern Thomas. Here is the modified script : ################################### #!/bin/bash TMP_FILE="/tmp/sendmail-stdin" TMP_LSOF_FILE="/tmp/sendmail-lsof" DATUM="`date +%Y%m%d-%H%M%S`" echo "=====NEW SENDMAIL CALL=======" >> "${TMP_LSOF_FILE}" echo "${DATUM}" >> "${TMP_LSOF_FILE}" echo "=== START $$" >> "${TMP_LSOF_FILE}" lsof -d^mem,^cwd,^txt,^rtd -a -p $$ >> "${TMP_LSOF_FILE}" echo "=== END $$" >> "${TMP_LSOF_FILE}" echo "=====NEW SENDMAIL CALL=======" >> "${TMP_FILE}" echo "${DATUM}" >> "${TMP_FILE}" echo "========MESSAGE BEGIN========" >> "${TMP_FILE}" exec tee -a "${TMP_FILE}" | /usr/sbin/sendmail.real "$@" echo "========MESSAGE ENDED========" >> "${TMP_FILE}" echo "${DATUM}" >> "${TMP_FILE}" echo "======END SENDMAIL CALL======" >> "${TMP_FILE}" #################################### Here are the "sendmail-stdin" log, showing a bad behavior, for 3 mails in a row : #################################### =====NEW SENDMAIL CALL======= 20120913-110049 ========MESSAGE BEGIN======== ========MESSAGE ENDED======== 20120913-110049 ======END SENDMAIL CALL====== =====NEW SENDMAIL CALL======= 20120913-110049 ========MESSAGE BEGIN======== ========MESSAGE ENDED======== 20120913-110049 ======END SENDMAIL CALL====== =====NEW SENDMAIL CALL======= 20120913-110049 ========MESSAGE BEGIN======== ========MESSAGE ENDED======== 20120913-110049 ======END SENDMAIL CALL====== ##################################### And here is the "sendmail-lsof" of the corresponding messages : ##################################### =====NEW SENDMAIL CALL======= 20120913-110049 === START 18686 COMMAND PID USER FD TYPE DEVICE SIZE/OFF NODE NAME sendmail 18686 apache 1r FIFO 0,8 0t0 1982013 pipe sendmail 18686 apache 2w REG 253,0 1940786 144696 /var/log/httpd/error_log sendmail 18686 apache 255r REG 253,0 687 24192 /usr/sbin/sendmail === END 18686 =====NEW SENDMAIL CALL======= 20120913-110049 === START 18693 COMMAND PID USER FD TYPE DEVICE SIZE/OFF NODE NAME sendmail 18693 apache 1r FIFO 0,8 0t0 1982078 pipe sendmail 18693 apache 2w REG 253,0 1941340 144696 /var/log/httpd/error_log sendmail 18693 apache 255r REG 253,0 687 24192 /usr/sbin/sendmail === END 18693 =====NEW SENDMAIL CALL======= 20120913-110049 === START 18700 COMMAND PID USER FD TYPE DEVICE SIZE/OFF NODE NAME sendmail 18700 apache 1r FIFO 0,8 0t0 1982130 pipe sendmail 18700 apache 2w REG 253,0 1941912 144696 /var/log/httpd/error_log sendmail 18700 apache 255r REG 253,0 687 24192 /usr/sbin/sendmail === END 18700 ##################################### I returned to SMTP until sendmailpipe work again... Thanks, -- Rapha?l Berlamont -------------- next part -------------- An HTML attachment was scrubbed... URL: From pedroalb at ebi.ac.uk Thu Sep 13 06:22:28 2012 From: pedroalb at ebi.ac.uk (Pedro Albuquerque) Date: Thu, 13 Sep 2012 11:22:28 +0100 Subject: [rt-users] rt4 log rotation Message-ID: <5051B3E4.6090507@ebi.ac.uk> Hi guys, does anyone of you configured log rotation for rt4 logs? thanks, Pedro. -------------- next part -------------- An HTML attachment was scrubbed... URL: From tjrc at sanger.ac.uk Thu Sep 13 06:25:28 2012 From: tjrc at sanger.ac.uk (Tim Cutts) Date: Thu, 13 Sep 2012 11:25:28 +0100 Subject: [rt-users] rt4 log rotation In-Reply-To: <5051B3E4.6090507@ebi.ac.uk> References: <5051B3E4.6090507@ebi.ac.uk> Message-ID: <5051B498.3010809@sanger.ac.uk> On 13/09/2012 11:22, Pedro Albuquerque wrote: > Hi guys, > > does anyone of you configured log rotation for rt4 logs? At Sanger, RT logs through apache's normal logging mechanisms, and therefore our normal Debian/Ubuntu log rotation takes care of it. Come round and see me if you want to see out config... we're only a few yards away! Tim -- The Wellcome Trust Sanger Institute is operated by Genome Research Limited, a charity registered in England with number 1021457 and a company registered in England with number 2742969, whose registered office is 215 Euston Road, London, NW1 2BE. From al.scotto at reply.it Thu Sep 13 06:47:25 2012 From: al.scotto at reply.it (Scotto Alberto) Date: Thu, 13 Sep 2012 10:47:25 +0000 Subject: [rt-users] rt4 log rotation In-Reply-To: <5051B3E4.6090507@ebi.ac.uk> References: <5051B3E4.6090507@ebi.ac.uk> Message-ID: I did it by configuring /etc/logrotate.conf See "man logrotate" Alberto Scotto Blue Reply Via Cardinal Massaia, 83 10147 - Torino - ITALY phone: +39 011 29100 al.scotto at reply.it www.reply.it [Blue] From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Pedro Albuquerque Sent: gioved? 13 settembre 2012 12:22 To: rt-users at lists.bestpractical.com Subject: [rt-users] rt4 log rotation Hi guys, does anyone of you configured log rotation for rt4 logs? thanks, Pedro. ________________________________ -- The information transmitted is intended for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the sender and delete the material from any computer. -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: blue.png Type: image/png Size: 2329 bytes Desc: blue.png URL: From pedroalb at ebi.ac.uk Thu Sep 13 07:04:45 2012 From: pedroalb at ebi.ac.uk (Pedro Albuquerque) Date: Thu, 13 Sep 2012 12:04:45 +0100 Subject: [rt-users] rt4 log rotation In-Reply-To: References: <5051B3E4.6090507@ebi.ac.uk> Message-ID: <5051BDCD.9000909@ebi.ac.uk> thanks, I'll do that way. On 13/09/2012 11:47, Scotto Alberto wrote: > > I did it by configuring /etc/logrotate.conf > > See "man logrotate" > > > > Alberto Scotto > > Blue Reply > Via Cardinal Massaia, 83 > 10147 - Torino - ITALY > phone: +39 011 29100 > al.scotto at reply.it > www.reply.it > > Blue > > *From:* rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] *On Behalf Of *Pedro > Albuquerque > *Sent:* gioved? 13 settembre 2012 12:22 > *To:* rt-users at lists.bestpractical.com > *Subject:* [rt-users] rt4 log rotation > > Hi guys, > > does anyone of you configured log rotation for rt4 logs? > > thanks, > Pedro. > > > ------------------------------------------------------------------------ > > -- > The information transmitted is intended for the person or entity to > which it is addressed and may contain confidential and/or privileged > material. Any review, retransmission, dissemination or other use of, > or taking of any action in reliance upon, this information by persons > or entities other than the intended recipient is prohibited. If you > received this in error, please contact the sender and delete the > material from any computer. -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: image/png Size: 2329 bytes Desc: not available URL: From bjoern.schulz at desy.de Thu Sep 13 10:27:34 2012 From: bjoern.schulz at desy.de (=?ISO-8859-1?Q?Bj=F6rn_Schulz?=) Date: Thu, 13 Sep 2012 16:27:34 +0200 Subject: [rt-users] Limit user in a perl script Message-ID: <5051ED56.7030309@desy.de> Hi! I try to search for users with no connections to any ticket and no connection to any attachments to delete them later. I can't use rt-shredder directly ;-) I try this: ... my $user = RT::User->new($RT::SystemUser); my $users = RT::Users->new($RT::SystemUser); my $tix = RT::Tickets->new($RT::SystemUser); $users->FindAllRows ; while (my $uid = $users->next ) { my $tickets = RT::Tickets->new($RT::SystemUser); $user->Load($uid); $tickets->FromSQL(' Type = "ticket" AND Watcher ="'.$user->EmailAddress.'"'); Delete_User if ! $tickets->Count(); ... But takes much time (about 10s per user ) in my system for every user. ~500.000 tickets ~ 61.100 users Is there a better method to limit the user with no tickets and no attachments? Cheers, Bj?rn From robert at robertblackwell.com Thu Sep 13 10:31:54 2012 From: robert at robertblackwell.com (Robert Blackwell) Date: Thu, 13 Sep 2012 10:31:54 -0400 Subject: [rt-users] Searching for a tickets with a filename Message-ID: Hello, I have a problem where I need to search for tickets by attached file name. I am doing this currently by doing a SQL search against the database. Is there a way to do this via the API that I am missing? Thanks Robert From tjrc at sanger.ac.uk Thu Sep 13 11:59:05 2012 From: tjrc at sanger.ac.uk (Tim Cutts) Date: Thu, 13 Sep 2012 16:59:05 +0100 Subject: [rt-users] Custom fields and single/multiple entry Message-ID: <505202C9.9030801@sanger.ac.uk> Hi, I've had two requests from different groups that work with a particular database system here. They each want a custom field which links to ids in this other database. All nice and easy to do. The problem is, that one of them wants the CF to be single entry, and the other one wants the CF to be multiple entry. Is there a sensible way to achieve this, other than having two otherwise identical custom fields, differing only in whether they are single or multiple entry? Thanks, Tim -- The Wellcome Trust Sanger Institute is operated by Genome Research Limited, a charity registered in England with number 1021457 and a company registered in England with number 2742969, whose registered office is 215 Euston Road, London, NW1 2BE. From trs at bestpractical.com Thu Sep 13 12:34:48 2012 From: trs at bestpractical.com (Thomas Sibley) Date: Thu, 13 Sep 2012 09:34:48 -0700 Subject: [rt-users] sendmail error (exited with code 75) - RHEL6 In-Reply-To: References: <50462918.5090506@bestpractical.com> <504644E6.9010408@bestpractical.com> <5050B9C7.1070502@bestpractical.com> Message-ID: <50520B28.6090206@bestpractical.com> On 09/13/2012 02:14 AM, Rapha?l Berlamont wrote: > And here is the "sendmail-lsof" of the corresponding messages : > ##################################### > === START 18686 > COMMAND PID USER FD TYPE DEVICE SIZE/OFF NODE NAME > sendmail 18686 apache 1r FIFO 0,8 0t0 1982013 pipe > sendmail 18686 apache 2w REG 253,0 1940786 144696 > /var/log/httpd/error_log > sendmail 18686 apache 255r REG 253,0 687 24192 /usr/sbin/sendmail > === END 18686 What does the sendmail-lsof file look like for a successful invocation of sendmail? From trs at bestpractical.com Thu Sep 13 12:37:53 2012 From: trs at bestpractical.com (Thomas Sibley) Date: Thu, 13 Sep 2012 09:37:53 -0700 Subject: [rt-users] Searching for a tickets with a filename In-Reply-To: References: Message-ID: <50520BE1.8060800@bestpractical.com> On 09/13/2012 07:31 AM, Robert Blackwell wrote: > I have a problem where I need to search for tickets by attached file name. > I am doing this currently by doing a SQL search against the database. > > Is there a way to do this via the API that I am missing? The Query Builder and hence TicketSQL support Filename: Queue = 'rt3' and Filename LIKE '.patch' and Status != 'resolved' for example. You use $tickets->FromSQL(...) for TicketSQL via the API. You'll probably want to add an index against Filename if you can for better performance, but EXPLAIN your queries to see if that's necessary and how much it helps. From raphael.berlamont at raphux.com Thu Sep 13 12:49:32 2012 From: raphael.berlamont at raphux.com (=?ISO-8859-1?Q?Rapha=EBl_Berlamont?=) Date: Thu, 13 Sep 2012 18:49:32 +0200 Subject: [rt-users] sendmail error (exited with code 75) - RHEL6 In-Reply-To: <50520B28.6090206@bestpractical.com> References: <50462918.5090506@bestpractical.com> <504644E6.9010408@bestpractical.com> <5050B9C7.1070502@bestpractical.com> <50520B28.6090206@bestpractical.com> Message-ID: 2012/9/13 Thomas Sibley > On 09/13/2012 02:14 AM, Rapha?l Berlamont wrote: > > And here is the "sendmail-lsof" of the corresponding messages : > > ##################################### > > === START 18686 > > COMMAND PID USER FD TYPE DEVICE SIZE/OFF NODE NAME > > sendmail 18686 apache 1r FIFO 0,8 0t0 1982013 pipe > > sendmail 18686 apache 2w REG 253,0 1940786 144696 > > /var/log/httpd/error_log > > sendmail 18686 apache 255r REG 253,0 687 24192 > /usr/sbin/sendmail > > === END 18686 > > What does the sendmail-lsof file look like for a successful invocation > of sendmail? > On a working sendmail call, it looks like this : ##################################### =====NEW SENDMAIL CALL======= 20120913-095359 === START 17662 COMMAND PID USER FD TYPE DEVICE SIZE/OFF NODE NAME sendmail 17662 apache 0r FIFO 0,8 0t0 1970074 pipe sendmail 17662 apache 1w FIFO 0,8 0t0 1970075 pipe sendmail 17662 apache 2w REG 253,0 1878695 144696 /var/log/httpd/error_log sendmail 17662 apache 255r REG 253,0 687 24192 /usr/sbin/sendmail === END 17662 ##################################### On a non-working sendmail call, we have only one "pipe" process : ##################################### =====NEW SENDMAIL CALL======= 20120913-095159 === START 17601 COMMAND PID USER FD TYPE DEVICE SIZE/OFF NODE NAME sendmail 17601 apache 1r FIFO 0,8 0t0 1969455 pipe sendmail 17601 apache 2w REG 253,0 1871756 144696 /var/log/httpd/error_log sendmail 17601 apache 255r REG 253,0 687 24192 /usr/sbin/sendmail === END 17601 ##################################### -- Rapha?l Berlamont -------------- next part -------------- An HTML attachment was scrubbed... URL: From robert at robertblackwell.com Thu Sep 13 12:53:06 2012 From: robert at robertblackwell.com (Robert Blackwell) Date: Thu, 13 Sep 2012 12:53:06 -0400 Subject: [rt-users] Searching for a tickets with a filename In-Reply-To: <50520BE1.8060800@bestpractical.com> References: <50520BE1.8060800@bestpractical.com> Message-ID: This works great! Is this a supported field in simple search? Ex: Filename:filename.txt Robert On Thu, Sep 13, 2012 at 12:37 PM, Thomas Sibley wrote: > On 09/13/2012 07:31 AM, Robert Blackwell wrote: >> I have a problem where I need to search for tickets by attached file name. >> I am doing this currently by doing a SQL search against the database. >> >> Is there a way to do this via the API that I am missing? > > The Query Builder and hence TicketSQL support Filename: > > Queue = 'rt3' and Filename LIKE '.patch' and Status != 'resolved' > > for example. You use $tickets->FromSQL(...) for TicketSQL via the API. > > You'll probably want to add an index against Filename if you can for > better performance, but EXPLAIN your queries to see if that's necessary > and how much it helps. > > -------- > Final RT training for 2012 in Atlanta, GA - October 23 & 24 > http://bestpractical.com/training > > We're hiring! http://bestpractical.com/jobs From trs at bestpractical.com Thu Sep 13 14:25:45 2012 From: trs at bestpractical.com (Thomas Sibley) Date: Thu, 13 Sep 2012 11:25:45 -0700 Subject: [rt-users] Searching for a tickets with a filename In-Reply-To: References: <50520BE1.8060800@bestpractical.com> Message-ID: <50522529.7030002@bestpractical.com> On 09/13/2012 09:53 AM, Robert Blackwell wrote: > This works great! > > Is this a supported field in simple search? > > Ex: > > Filename:filename.txt It isn't. The simple search (RT::Search::Googleish) is designed to be cleanly extendable however, and adding support for it would be a fairly simple overlay. From trs at bestpractical.com Thu Sep 13 14:45:22 2012 From: trs at bestpractical.com (Thomas Sibley) Date: Thu, 13 Sep 2012 11:45:22 -0700 Subject: [rt-users] sendmail error (exited with code 75) - RHEL6 In-Reply-To: References: <50462918.5090506@bestpractical.com> <504644E6.9010408@bestpractical.com> <5050B9C7.1070502@bestpractical.com> <50520B28.6090206@bestpractical.com> Message-ID: <505229C2.90605@bestpractical.com> On 09/13/2012 09:49 AM, Rapha?l Berlamont wrote: > On a working sendmail call, it looks like this : > ##################################### > =====NEW SENDMAIL CALL======= > 20120913-095359 > === START 17662 > COMMAND PID USER FD TYPE DEVICE SIZE/OFF NODE NAME > sendmail 17662 apache 0r FIFO 0,8 0t0 1970074 pipe > sendmail 17662 apache 1w FIFO 0,8 0t0 1970075 pipe > sendmail 17662 apache 2w REG 253,0 1878695 144696 > /var/log/httpd/error_log > sendmail 17662 apache 255r REG 253,0 687 24192 /usr/sbin/sendmail > === END 17662 > ##################################### > > On a non-working sendmail call, we have only one "pipe" process : > ##################################### > =====NEW SENDMAIL CALL======= > 20120913-095159 > === START 17601 > COMMAND PID USER FD TYPE DEVICE SIZE/OFF NODE NAME > sendmail 17601 apache 1r FIFO 0,8 0t0 1969455 pipe > sendmail 17601 apache 2w REG 253,0 1871756 144696 > /var/log/httpd/error_log > sendmail 17601 apache 255r REG 253,0 687 24192 /usr/sbin/sendmail > === END 17601 > ##################################### FD 0 (normally STDIN) is non-existant, and FD 1 (normally STDOUT) is read not write. Can you save as HTML your RT System Configuration page and send it? It automatically redacts passwords, but if you don't want to send it to the list send it to me directly. From tompos at martos.bme.hu Thu Sep 13 18:26:12 2012 From: tompos at martos.bme.hu (Papp Tamas) Date: Fri, 14 Sep 2012 00:26:12 +0200 Subject: [rt-users] Adding it as a 'Requestor' would create a mail loop Message-ID: <50525D84.7060502@martos.bme.hu> hi All, Please cc my address as I'm not an active reader of the list. I upgraded an RT system from v3.6 (Ubuntu 10.04) to 4.0.6 (Ubuntu 12.04). Admin user can create ticket, but normal user receives this error message: user at domain.com is an address RT receives mail at. Adding it as a 'Requestor' would create a mail loop The correspond address is of course something else: Set($CorrespondAddress , 'rt at domain.com'); Set($CommentAddress , 'rt-comment at domain.com'); I really don't see, what the reason is. Thanks in advance, tamas From trs at bestpractical.com Thu Sep 13 18:51:45 2012 From: trs at bestpractical.com (Thomas Sibley) Date: Thu, 13 Sep 2012 15:51:45 -0700 Subject: [rt-users] RT Documentation Now Online Message-ID: <50526381.4070705@bestpractical.com> All of the documentation which ships with RT is now published online in an easily browsable format: http://bestpractical.com/rt/docs Read our full blog post for all the details: http://blog.bestpractical.com/2012/09/rt-documentation-now-online.html Even though this documentation has been public and available for years, publishing it to the web site gives it a new level of visibility. This shows where our docs need some work (yes, we see it too). We'll continue to improve, correct, and add to the documentation over time. You can help by submitting documentation patches if you find areas that could be improved or are incorrect. Part of the published doc includes instructions for getting started contributing patches [1]. You can also browse the code and doc on Github [2] and use their web editing feature to make changes and submit pull requests easily. We hope you find the online documentation useful. Let us know what you think. [1] http://bestpractical.com/rt/docs/latest/hacking [2] http://github.com/bestpractical/rt From Chris.okelly at minecorp.com.au Thu Sep 13 19:19:48 2012 From: Chris.okelly at minecorp.com.au (Chris O'Kelly) Date: Fri, 14 Sep 2012 09:19:48 +1000 Subject: [rt-users] Alfresco integration Message-ID: Hi Guys, I am working on integrating RT with Alfresco and I am having some difficulties with authentication. Essentially my requirement is that we can get something very similar to the saved search dashlet from RT into an Alfresco Share dashlet. As the two services are not hosted on the same box I am using the REST API to do this. In my original testing, using a REST client rather than a browser, I was able to follow the wiki instructions to download a cookie for my user, save it and pass it in the request, this works fine. When I came to trying to implement this in code I hit two problems, one is figuring out how I can send the cookie with xmlhttprequest (this is not the normal javascript xmlHttpRequest, rather Nathan McMinn's contributed class from http://www.unorganizedmachines.com/site/software-and-technology/34-software-development/97-calling-web-services-from-alfresco-web-scripts). The second issue is that to get the cookie in the first place I need the plaintext password of the user. For now I have developed my dashlet using a newly created user: RESTuser, who has very restricted rights to actually affect tickets but can see them from all queue's. I pass the user and pass values for this user with the request (which I know is entirely insecure, however at least in this case the javascript is server side). This is OK for the time being as RT and Alfresco still see very restricted use within the company, however before we go production I need this to be set up in such a way that the tickets someone views in their dashlet are ticket's that their user account has rights to view. Both Alfresco and RT authenticate off the same AD so the usernames will always be the same. I see a few possible ways to implement this. First to mind is that I could attempt to make a change to the REST interface allowing me to add a get parameter like restrictUser=JohnDoe and have RT do the rights calculation. Or I could attempt to build in some logic into the Share dashlet to at least filter by queue based on Alfresco security groups, but keeping the non-AD groups synced between RT and Alf feels like a nightmare waiting to happen. So does anyone see an easier way to figure this out? I am leaning towards the former of the two options above but I am just getting my foot into the perl pool so I am not sure how successful I'll be. Regards Chris O'Kelly Web Administrator Minecorp Australia 37 Murdoch Circuit Acacia Ridge QLD 4110 minecorp.com.au P: 07 3723 1000 M: 0450 586 190 E: Chris.okelly at minecorp.com.au S: chris.okelly.mvs [http://oi46.tinypic.com/mw8nbd.jpg] -------------- next part -------------- An HTML attachment was scrubbed... URL: From Chris.okelly at minecorp.com.au Thu Sep 13 22:55:46 2012 From: Chris.okelly at minecorp.com.au (Chris O'Kelly) Date: Fri, 14 Sep 2012 12:55:46 +1000 Subject: [rt-users] Alfresco integration Message-ID: Hello, Just a quick followup, having done some more work on this: I think I am getting a little closer here but I am still running up against some problems. I have modified REST/1.0/search/ticket as follows: <%ARGS> $restrictUser => undef $query $format => undef $orderby => undef $fields => undef <%INIT> use RT::Interface::REST; my $output = ""; my $status = "200 Ok"; my $user = new RT::User; $user->Load($restrictUser) if ( defined $restrictUser ); $user = $session{CurrentUser} unless ( $user->Id ); my $tickets = RT::Tickets->new($user); There are no changes anywhere further down in the file. The error message I am getting is: RT/4.0.6 400 Bad request Invalid query: 'No currentuser at /var/www/ticket.obfuscated.com/sbin/../lib/RT/Base.pm line 139. RT::Base::loc('RT::User=HASH(0x7f14e81bff60)', 'Valid Query') called at /var/www/ticket.obfuscated.com/sbin/../lib/RT/Base.pm line 135 RT::Base::loc('RT::Tickets=HASH(0x7f14e81c0068)', 'Valid Query') called at /var/www/ticket.obfuscated.com/sbin/../lib/RT/Tickets_SQL.pm line 339 RT::Tickets::FromSQL('RT::Tickets=HASH(0x7f14e81c0068)', 'queue=\'ithelp\'') called at /var/www/ticket.obfuscated.com/share/html/REST/1.0/search/ticket line 93 eval {...} called at /var/www/ticket.obfuscated.com/share/html/REST/1.0/search/ticket line 92 HTML::Mason::Commands::__ANON__('pass', 'obfuscated', 'query', 'queue=\'ithelp\'', 'restrictUser', 'chriso', 'user', 'chriso') called at /usr/local/share/perl/5.10.1/HTML/Mason/Component.pm line 138 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x637c348)', 'pass', 'obfuscated', 'query', 'queue=\'ithelp\'', 'restrictUser', 'chriso', 'user', 'chriso', ...) called at /usr/local/share/perl/5.10.1/HTML/Mason/Request.pm line 1305 eval {...} called at /usr/local/share/perl/5.10.1/HTML/Mason/Request.pm line 1295 HTML::Mason::Request::comp(undef, undef, undef, 'pass', 'obfuscated', 'query', 'queue=\'ithelp\'', 'restrictUser', 'chriso', ...) called at /usr/local/share/perl/5.10.1/HTML/Mason/Request.pm line 958 HTML::Mason::Request::call_next('RT::Interface::Web::Request=HASH(0x610a820)') called at /var/www/ticket.obfuscated.com/share/html/REST/1.0/autohandler line 54 HTML::Mason::Commands::__ANON__('pass', 'obfuscated', 'query', 'queue=\'ithelp\'', 'restrictUser', 'chriso', 'user', 'chriso') called at /usr/local/share/perl/5.10.1/HTML/Mason/Component.pm line 138 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x638c730)', 'pass', 'obfuscated', 'query', 'queue=\'ithelp\'', 'restrictUser', 'chriso', 'user', 'chriso', ...) called at /usr/local/share/perl/5.10.1/HTML/Mason/Request.pm line 1305 eval {...} called at /usr/local/share/perl/5.10.1/HTML/Mason/Request.pm line 1295 HTML::Mason::Request::comp(undef, undef, undef, 'pass', 'obfuscated', 'query', 'queue=\'ithelp\'', 'restrictUser', 'chriso', ...) called at /var/www/ticket.obfuscated.com/sbin/../lib/RT/Interface/Web.pm line 568 RT::Interface::Web::ShowRequestedPage('HASH(0x6386cc0)') called at /var/www/ticket.obfuscated.com/sbin/../lib/RT/Interface/Web.pm line 318 RT::Interface::Web::HandleRequest('HASH(0x6386cc0)') called at /var/www/ticket.obfuscated.com/share/html/autohandler line 53 HTML::Mason::Commands::__ANON__('pass', 'obfuscated', 'query', 'queue=\'ithelp\'', 'restrictUser', 'chriso', 'user', 'chriso') called at /usr/local/share/perl/5.10.1/HTML/Mason/Component.pm line 138 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x638d0c0)', 'pass', 'obfuscated', 'query', 'queue=\'ithelp\'', 'restrictUser', 'chriso', 'user', 'chriso', ...) called at /usr/local/share/perl/5.10.1/HTML/Mason/Request.pm line 1300 eval {...} called at /usr/local/share/perl/5.10.1/HTML/Mason/Request.pm line 1295 HTML::Mason::Request::comp(undef, undef, undef, 'pass', 'obfuscated', 'query', 'queue=\'ithelp\'', 'restrictUser', 'chriso', ...) called at /usr/local/share/perl/5.10.1/HTML/Mason/Request.pm line 484 eval {...} called at /usr/local/share/perl/5.10.1/HTML/Mason/Request.pm line 484 eval {...} called at /usr/local/share/perl/5.10.1/HTML/Mason/Request.pm line 436 HTML::Mason::Request::exec('RT::Interface::Web::Request=HASH(0x610a820)') called at /usr/local/share/perl/5.10.1/HTML/Mason/PSGIHandler.pm line 85 eval {...} called at /usr/local/share/perl/5.10.1/HTML/Mason/PSGIHandler.pm line 85 HTML::Mason::Request::PSGI::exec('RT::Interface::Web::Request=HASH(0x610a820)') called at /usr/local/share/perl/5.10.1/HTML/Mason/Interp.pm line 345 HTML::Mason::Interp::exec(undef, undef, 'pass', 'obfuscated', 'query', 'queue=\'ithelp\'', 'restrictUser', 'chriso', 'user', ...) called at /usr/local/share/perl/5.10.1/HTML/Mason/PSGIHandler.pm line 48 eval {...} called at /usr/local/share/perl/5.10.1/HTML/Mason/PSGIHandler.pm line 48 HTML::Mason::PSGIHandler::invoke_mason('HTML::Mason::PSGIHandler::Streamy=HASH(0x6222bf8)', 'HTML::Mason::FakeApache=HASH(0x631a2d8)', 'HASH(0x375e6d8)') called at /usr/local/share/perl/5.10.1/HTML/Mason/PSGIHandler/Streamy.pm line 52 HTML::Mason::PSGIHandler::Streamy::__ANON__('CODE(0x6317778)') called at /var/www/ticket.obfuscated.com/sbin/../lib/RT/Interface/Web/Handler.pm line 263 RT::Interface::Web::Handler::__ANON__('CODE(0x6317778)') called at /usr/local/share/perl/5.10.1/Plack/Util.pm line 301 Plack::Util::__ANON__('CODE(0x63174d8)') called at /usr/local/share/perl/5.10.1/Plack/Handler/FCGI.pm line 130 Plack::Handler::FCGI::run('Plack::Handler::FCGI=HASH(0x6258528)', 'CODE(0x60f4760)') called at /usr/local/share/perl/5.10.1/Plack/Loader.pm line 84 Plack::Loader::run('Plack::Loader=HASH(0x622f070)', 'Plack::Handler::FCGI=HASH(0x6258528)') called at /usr/local/share/perl/5.10.1/Plack/Runner.pm line 267 Plack::Runner::run('Plack::Runner=HASH(0x5b596b8)', 'CODE(0x60f4760)') called at /var/www/ticket.obfuscated.com/sbin/rt-server.fcgi line 232 eval {...} called at /var/www/ticket.obfuscated.com/sbin/rt-server.fcgi line 232 Stack: [/usr/local/share/perl/5.10.1/Carp.pm:101] [/var/www/ticket.obfuscated.com/sbin/../lib/RT/Base.pm:139] [/var/www/ticket.obfuscated.com/sbin/../lib/RT/Base.pm:135] [/var/www/ticket.obfuscated.com/sbin/../lib/RT/Tickets_SQL.pm:339] [/var/www/ticket.obfuscated.com/share/html/REST/1.0/search/ticket:93] [/var/www/ticket.obfuscated.com/share/html/REST/1.0/autohandler:54] [/var/www/ticket.obfuscated.com/sbin/../lib/RT/Interface/Web.pm:568] [/var/www/ticket.obfuscated.com/sbin/../lib/RT/Interface/Web.pm:318] [/var/www/ticket.obfuscated.com/share/html/autohandler:53] '. So it seems to get through to running the query in search/ticket, and in Tickets_SQL it gets to the point of returning "Valid Query", however I have problems when it gets to this 'loc' function. Reading suggests to me it is for localization of strings but I flat out do not understand it's logic. If I read Base.pm correctly (and I assume I did not), the loc sub checks if it's passed argument has an OriginalUser property and, if it does, returns the value returned by calling itself on that user... if the argument does have an OriginalUser method it returns an error. This makes it seems as though it will always either return an error or begin an infinite loop. I've added a logger statement right before the loc call in Tickets_SQL.pm to log the value of $Self->OriginalUser->Id and it always logs a value (my id, fwiw) so as far as I can tell there is an OriginalUser property. Any thoughts? Chris O'Kelly Web Administrator Minecorp Australia 37 Murdoch Circuit Acacia Ridge QLD 4110 minecorp.com.au P: 07 3723 1000 M: 0450 586 190 E: Chris.okelly at minecorp.com.au S: chris.okelly.mvs [http://oi46.tinypic.com/mw8nbd.jpg] -------------- next part -------------- An HTML attachment was scrubbed... URL: From Chris.okelly at minecorp.com.au Fri Sep 14 01:57:54 2012 From: Chris.okelly at minecorp.com.au (Chris O'Kelly) Date: Fri, 14 Sep 2012 15:57:54 +1000 Subject: [rt-users] Alfresco integration Message-ID: Hi All, I've figured it out, I had been using the RT::User object class where I should have been using RT::CurrentUser. A little more thought about what I was implementing also alerted me to the fact that what I am building is a possible security hole. I'll repeat that in case anyone has found this on google and plans to use it: THIS CODE IS A POSSIBLE SECURITY FLAW! THINK LONG AND HARD! Anyhoo, I'm fairly sure I understand and have addressed the security issues here, so here's how I sorted this out for myself: In .../share/html/REST/1.0/search/ticket, changed the first few lines as such: <%ARGS> $restrictUser => undef $query $format => undef $orderby => undef $fields => undef <%INIT> use RT::Interface::REST; my $output = ""; my $status = "200 Ok"; my $user = new RT::User; my $current_user_obj = $session{CurrentUser}; if (lc $current_user_obj->UserObj->Name eq "restuser") { $user->Load($restrictUser) if ( defined $restrictUser ); } $user = $session{CurrentUser} unless ( $user->Id ); my $current_user = RT::CurrentUser->new( $user ); my $tickets = RT::Tickets->new($current_user); # Parse and validate any field specifications. ...(the rest of the file) Now, just to point out and make absolutely clear, the possible security flaw here is that a user can view tickets they do not have the right to see. In this case I have circumvented this by only making use of $restrictUser when the logged in user is RestUser. As I am the only one who knows the password for restUser this functionality will only be accessible in scripts that I have created and setup to use RestUser. I'd very much appreciate, if anyone can see any further security holes or other bugs with what I've done, if you'd let me know. Regards Chris O'Kelly Web Administrator Minecorp Australia 37 Murdoch Circuit Acacia Ridge QLD 4110 minecorp.com.au P: 07 3723 1000 M: 0450 586 190 E: Chris.okelly at minecorp.com.au S: chris.okelly.mvs [http://oi46.tinypic.com/mw8nbd.jpg] -------------- next part -------------- An HTML attachment was scrubbed... URL: From h.vos at drecomm.nl Fri Sep 14 03:03:49 2012 From: h.vos at drecomm.nl (Hans Vos | Drecomm) Date: Fri, 14 Sep 2012 09:03:49 +0200 Subject: [rt-users] How can I get the value from a custom field from the command line In-Reply-To: <5050F0EC.2000200@drecomm.nl> References: <5050F0EC.2000200@drecomm.nl> Message-ID: <5052D6D5.9050600@drecomm.nl> Hello, I have found that you can set the custom field value for a ticket with the following command: rt edit -t ticket [ID] set CF-[ID]='value' Where the first ID is the ticket number and second ID is the number of the custom field. However you cannot use the same syntax to retrieve the value, like: rt show -t ticket -f CF-[ID] [ID] Where the first ID is the number of the custom field and the second ID is the ticket number. However, it does work when you use the custom field name instead of the ID, like: rt show -t ticket -f CF-[Name] [ID] Is this a bug? -- Met vriendelijke groet / Best regards, Hans Vos System Administrator ------------------------------------------------------------------------ E h.vos at drecomm.nl T 050-577 5822 drecomm ------------------------------------------------------------------------ Vestiging Groningen Hoendiep 208 T +31 (0)50 577 58 22 Bekijk onze actuele projecten 9745 ED Groningen F +31 (0)50 577 58 23 www.drecomm.nl ------------------------------------------------------------------------ Op 12-9-2012 22:30, Hans Vos schreef: > Hello, > > I am trying to get the value of a custom field from a specified user. > > I can get the normal details with the command "rt show user/22". > > But I would like to retrieve the current value (or lack thereof) of a > custom field that I created (simple text field). How can I do this? > > If this is not possible using the API is there perhaps another way? I > tried getting directly from the database. The only problem is that > when you remove the value the latest value is still present in the ' > ObjectCustomFieldValues' table. I currently have a query that gets the > latest value from this table. > > -- > Kind regards, > > Hans Vos -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: image/jpeg Size: 24234 bytes Desc: not available URL: From asanka_gunasekera at yahoo.co.uk Fri Sep 14 03:20:12 2012 From: asanka_gunasekera at yahoo.co.uk (Asanka Gunasekera) Date: Fri, 14 Sep 2012 08:20:12 +0100 (BST) Subject: [rt-users] capture status change to apply custom filed status Message-ID: <1347607212.70386.YahooMailNeo@web133202.mail.ir2.yahoo.com> Hi, how can I capture the action of "opening" (not the open status) a new ticket to apply a custom filed value to "Work in progress" Thanks and regards -------------- next part -------------- An HTML attachment was scrubbed... URL: From felix at earthshadow.org Fri Sep 14 13:35:53 2012 From: felix at earthshadow.org (Felix Bachmann) Date: Fri, 14 Sep 2012 13:35:53 -0400 Subject: [rt-users] Add a column to the default queue ticket listing In-Reply-To: <1347607212.70386.YahooMailNeo@web133202.mail.ir2.yahoo.com> References: <1347607212.70386.YahooMailNeo@web133202.mail.ir2.yahoo.com> Message-ID: <50536AF9.9000105@earthshadow.org> Hi, On RT at a glance there is the "Quick search" pane, which lists the queues with number of open, new and stalled tickets. Clicking on one of those numbers shows the list of tickets in the ques with that status. In that listing I would like to add a column globally. Of course I can edit that search, but I can only store it as a new search. Is there a way to update those searches? Many thanks Felix From falcone at bestpractical.com Fri Sep 14 13:36:57 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 14 Sep 2012 13:36:57 -0400 Subject: [rt-users] Custom fields empty In-Reply-To: References: Message-ID: <20120914173657.GP98865@jibsheet.com> On Mon, Sep 10, 2012 at 11:34:31AM +0200, Mayk Backus wrote: > I've noticed some strange things regarding custom fields. We use a documenting system called > i-doit , that has a connection to RT (provider by the builders of i-doit) . This make it > possible to generate custom fields in RT that are populated with information from the other > system. So far , so good. The strange this however is, when i change some things in the > fields on the i-doit part, some custom fields are empty. The thing i don't understand is, the > information is logged in the tickets with the information from the CF , and in the articles > (this one's annoying that it's empty). When i look closer at the article, i see all the > information inside the article, but not displaying in the CF's. > This is normal behavior , is there perhaps a workaround for this ? I know it's a third party > app that's probably screwing this up... Have you reached out to i-doit? Unfortunately, the extension was developed by i-doit so I'm not sure who actually has the source code to triage the problem. The usual questions about 'logging on debug, what do you see' apply -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Fri Sep 14 13:38:44 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 14 Sep 2012 13:38:44 -0400 Subject: [rt-users] ExternalAuth LDAP authenticating more than 1 group In-Reply-To: References: Message-ID: <20120914173844.GQ98865@jibsheet.com> On Mon, Sep 10, 2012 at 11:06:55AM -0400, Mike Johnson wrote: > When defining an LDAP service for ExternalAuth, you are allowed to set the group that a user > has to be a member of to authenticate to RT. > We have a need to have 2 different groups authenticate. > I think I could copy my LDAP service config, rename it, change the group, and then add it to > the ExternalAuthPriority list, but is there a more elegant way of doing it all within 1 LDAP > service definition? Unless you can come up with an ldap searches that match both group memberships, the solution you describe is the easiest. Some people use perl variables to share config options across multiple configs, but that can sometimes just obfuscate things. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Fri Sep 14 13:40:46 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 14 Sep 2012 13:40:46 -0400 Subject: [rt-users] Scrips being executed twice for a simple CF update In-Reply-To: <504E543D.7000805@kickflop.net> References: <504E543D.7000805@kickflop.net> Message-ID: <20120914174046.GR98865@jibsheet.com> On Mon, Sep 10, 2012 at 04:57:33PM -0400, Jeff Blaine wrote: > Upon modification of one of our custom fields (text area), > we want to parse the data, perform a translation on the > original data, and store the results in the custom field. > With loads of RT::Logger debugging in place, everything appears > to be working fine except for the for the fact that the Scrip > is being called twice, and it's performing the change ... then > UNDOING IT: I suspect you're running into the processing order of updates on the Basics page. You can try making the Scrip TransactionBatch and see if that resolves it. Keep in mind that TransactionCreate scrips don't see all the updates done on that page at once, it sees them piecemeal. -kevin > Sep 10 16:24:39 rtdev2 RT: START SCRIP processing OurField > Sep 10 16:24:39 rtdev2 RT: OurField changed: OLD '' NEW '26 34' > Sep 10 16:24:39 rtdev2 RT: OurField: In main chunk > Sep 10 16:24:39 rtdev2 RT: OurField: 2 values found > Sep 10 16:24:39 rtdev2 RT: OurField: Processing: '26' > Sep 10 16:24:39 rtdev2 RT: OurField: Processing: '34' > Sep 10 16:24:39 rtdev2 RT: OurField: Final string: 'X Y' > Sep 10 16:24:39 rtdev2 RT: OurField reached final return 1 > Sep 10 16:24:39 rtdev2 RT: START SCRIP processing OurField > Sep 10 16:24:39 rtdev2 RT: OurField changed: OLD 'X Y' NEW '' > Sep 10 16:24:39 rtdev2 RT: OurField: In main chunk > Sep 10 16:24:39 rtdev2 RT: OurField: 0 values found > Sep 10 16:24:39 rtdev2 RT: OurField: Final string empty, so clearing > out OurField entirely > Sep 10 16:24:39 rtdev2 RT: OurField reached final return 1 -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From jzabolotnyi at arces.net Fri Sep 14 13:44:19 2012 From: jzabolotnyi at arces.net (Jack Zabolotnyi) Date: Fri, 14 Sep 2012 19:44:19 +0200 Subject: [rt-users] Notify user from scrip about missing field Message-ID: Hi. Is there any way to notify user from scrip about missing fields? I'm looking for something similar to RT's behaviour if mandatory field's value is missing (RT reports an error and doesn't accept transaction) but to be triggered from scrip. Thanks in avance. -- Jack Zabolotnyi Arces Network, LLC e: jzabolotnyi at arces.net w: http://www.arces.net PGP key: 2048R/7F2AB658 2012-07-02 PGP fingerprint: 4C7E 00A8 5210 F3D9 0509 C70E 87C8 666E 7F2A B658 -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Fri Sep 14 13:47:58 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 14 Sep 2012 13:47:58 -0400 Subject: [rt-users] Using non-standard status only In-Reply-To: References: <50504090.85dae00a.152e.59bdSMTPIN_ADDED@mx.google.com> Message-ID: <20120914174758.GS98865@jibsheet.com> On Wed, Sep 12, 2012 at 09:53:23PM -0700, Kenneth Crocker wrote: > Although you could change those status values, why? If a ticket is invoiced or whatever, it is > still open. Why not create a Custom Field that shows what its state "within" the open status, > ie. invoiced, check pending and a ton of others. This CF could also be used in queries, > dashboards, etc. You can write scrips using them. There really is no need to change those > values when a Custom Field could be used. I mean you can, but if you change the configured > values, you might run the risk of having to change other things as well. The Custom Fields > allow you to make changes within the vanilla design. Kenn - with RT4 and the introduction of Lifecycles, changing the vanilla status configuration is much much easier than it was in 3.8. We make use of several Lifecycle configurations that do not use open/stalled/resolved within BestPractical and we find them tremendously useful. You can read more about Lifecycles at: http://bestpractical.com/rt/docs/latest/RT_Config.html#Lifecycles -kevin > On Wed, Sep 12, 2012 at 12:57 AM, Maciej Dobrzanski <[1]reg.bestpractical at posterus.com> wrote: > > Hello, > > I want to use custom lifecycles for various queues. The thing I've been > wondering about is about some of the standard statuses such as 'new' or > 'open'. They are referred to in a few other places besides just tickets: > > defaults => { > on_create => 'new', > on_merge => 'resolved', > approved => 'open', > denied => 'rejected', > reminder_on_open => 'open', > reminder_on_resolve => 'resolved', > }, > > So my question is: Does it matter at all what statuses reminders use other > than transition between the two should be allowed? For example in a billing > queue I could have 'invoiced', 'overdue', 'disputed', 'paid' and > 'cancelled', so would it break anything if I just set reminders to use -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From trs at bestpractical.com Fri Sep 14 13:48:30 2012 From: trs at bestpractical.com (Thomas Sibley) Date: Fri, 14 Sep 2012 10:48:30 -0700 Subject: [rt-users] How can I get the value from a custom field from the command line In-Reply-To: <5052D6D5.9050600@drecomm.nl> References: <5050F0EC.2000200@drecomm.nl> <5052D6D5.9050600@drecomm.nl> Message-ID: <50536DEE.5070005@bestpractical.com> On 09/14/2012 12:03 AM, Hans Vos | Drecomm wrote: > I have found that you can set the custom field value for a ticket with > the following command: > > rt edit -t ticket [ID] set CF-[ID]='value' > > Where the first ID is the ticket number and second ID is the number of > the custom field. You can use the CF Name instead of ID just fine above. If it contains any special characters, you'll need to use CF.{Name Here} syntax, and of course quote it properly for your shell. Names are preferred to IDs in almost all cases of user interaction. > However you cannot use the same syntax to retrieve the value, like: > > rt show -t ticket -f CF-[ID] [ID] You're not expected to know CF numeric IDs, so no, this doesn't work. > However, it does work when you use the custom field name instead of the > ID, like: > > rt show -t ticket -f CF-[Name] [ID] > > Is this a bug? No. From falcone at bestpractical.com Fri Sep 14 15:28:17 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 14 Sep 2012 15:28:17 -0400 Subject: [rt-users] Add incremental time worked in a scrip In-Reply-To: <1347513878.3848.21.camel@s-rwysocki> References: <01ca01cd9035$59cd5df0$0d6819d0$@bestpractical@posterus.com> <1347513878.3848.21.camel@s-rwysocki> Message-ID: <20120914192817.GT98865@jibsheet.com> On Thu, Sep 13, 2012 at 07:24:38AM +0200, Robert Wysocki wrote: > Dnia 2012-09-11, wto o godzinie 17:51 +0200, Maciej Dobrzanski pisze: > > Gary, > > > > ? I bet this is really easy, but I'm stumped. The wiki didn't help me either. > > > > If you want to associate times with comments, you need to make sure > > they are stored inside the corresponding transactions. However > > transaction objects are immutable, so you probably can't modify them > > from Scrips. I think you will need to intercept a callback in ticket > > update and update ticket parameters (UpdateTimeWorked) before they > > enter the RT core. > > I think TransactionBatch scrips are meant to do that. TransactionBatch scrips just run after all the transactions in an update are done, they don't have to do with changing transactions. Also, the TransactionBatch scrip would require you to iterate through all the related transactions to find the right one to update, while the On Correspond scrip living in TransactionCreate would get the right transaction automatically. As noted by Maciej - far and away the easiest thing is to use a callback or some JS to insert a default into the UpdateTimeWorked on Update.html. You can do it from a Scrip, but you have to use a hammer to update the Transactions. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From methier at CGR.Harvard.edu Fri Sep 14 15:37:06 2012 From: methier at CGR.Harvard.edu (Ethier, Michael) Date: Fri, 14 Sep 2012 15:37:06 -0400 Subject: [rt-users] Any way to disable "cross-site request forgery" ? Message-ID: <1B12003244CE894E85B4726023637888010E4FC7E5@FASXCH01.fasmail.priv> Hi, We have a RT 4.0.7 instance setup that can be accessed by 2 different urls. With one url we get this message: RT has detected a possible cross-site request forgery for this request, because the Referrer header supplied by your browser (prodrt.rcs.fas.harvard.edu:443) is not allowed by RT's configured hostname (prodrt.fas.harvard.edu:443). This is possibly caused by a malicious attacker trying to perform actions against RT on your behalf. If you did not initiate this request, then you should alert your security team. The other url path we don't. This is annoying to some of the people using RT. Is there any way to disabled these warnings ? This didn't exist in an earlier version of RT we were running (v3.8.8). Thanks, Mike -------------- next part -------------- An HTML attachment was scrubbed... URL: From trs at bestpractical.com Fri Sep 14 15:41:25 2012 From: trs at bestpractical.com (Thomas Sibley) Date: Fri, 14 Sep 2012 12:41:25 -0700 Subject: [rt-users] Any way to disable "cross-site request forgery" ? In-Reply-To: <1B12003244CE894E85B4726023637888010E4FC7E5@FASXCH01.fasmail.priv> References: <1B12003244CE894E85B4726023637888010E4FC7E5@FASXCH01.fasmail.priv> Message-ID: <50538865.7070008@bestpractical.com> On 09/14/2012 12:37 PM, Ethier, Michael wrote: > Is there any way to disabled these warnings ? This didn?t exist in an > earlier version of RT we were running (v3.8.8). http://bestpractical.com/rt/docs/4.0/RT_Config.html#ReferrerWhitelist From methier at CGR.Harvard.edu Fri Sep 14 16:02:22 2012 From: methier at CGR.Harvard.edu (Ethier, Michael) Date: Fri, 14 Sep 2012 16:02:22 -0400 Subject: [rt-users] How to have RT send email as a group (not individually) ? Message-ID: <1B12003244CE894E85B4726023637888010E4FC7FB@FASXCH01.fasmail.priv> Hello, We would like RT to send email such that all the requestors and cc's are included on one email. Right now it appears RT sends and email to each individual separately, consequently people don't know If others received RT's email. Is there a way to configure RT such that everyone involved in a ticket is included in 1 email ? Thanks, Mike -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Fri Sep 14 18:59:47 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 14 Sep 2012 18:59:47 -0400 Subject: [rt-users] Add a column to the default queue ticket listing In-Reply-To: <50536AF9.9000105@earthshadow.org> References: <50536AF9.9000105@earthshadow.org> Message-ID: <20120914225947.GU98865@jibsheet.com> On Fri, Sep 14, 2012 at 01:35:53PM -0400, Felix Bachmann wrote: > On RT at a glance there is the "Quick search" pane, which lists the > queues with number of open, new and stalled tickets. Clicking on one of > those numbers shows the list of tickets in the ques with that status. In > that listing I would like to add a column globally. Of course I can edit > that search, but I can only store it as a new search. Is there a way to > update those searches? Those searches use the default search format: http://bestpractical.com/rt/docs/latest/RT_Config.html#DefaultSearchResultFormat The default values are in your RT_Config.pm and you can override them in RT_SiteConfig.pm to include your CF. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From tompos at martos.bme.hu Sun Sep 16 16:02:44 2012 From: tompos at martos.bme.hu (Papp Tamas) Date: Sun, 16 Sep 2012 22:02:44 +0200 Subject: [rt-users] Adding it as a 'Requestor' would create a mail loop Message-ID: <50563064.8040101@martos.bme.hu> hi All, [I already sent this email one time, but I guess it didn't arrived.] Please cc my address as I'm not an active user of the list. I upgraded an RT system from v3.6 (Ubuntu 10.04) to 4.0.6 (Ubuntu 12.04). Admin user can create ticket, but normal user receives this error message: user at domain.com is an address RT receives mail at. Adding it as a 'Requestor' would create a mail loop The correspond address is of course something else: Set($CorrespondAddress , 'rt at domain.com'); Set($CommentAddress , 'rt-comment at domain.com'); I really don't see, what the reason is. Thanks in advance, tamas From linuxhooligan at gmail.com Sun Sep 16 19:01:03 2012 From: linuxhooligan at gmail.com (Robert Taylor) Date: Sun, 16 Sep 2012 16:01:03 -0700 Subject: [rt-users] Admin changing user passwords. Message-ID: Hi everyone. I logged in as admin and looked at the user list in order to change a users password. The strange thing is that the admin page requires the admin to know the users current password in order to reset it. Is there a way for an admin to reset the pass without knowing the original user pass? Thanks. Robert From Chris.okelly at minecorp.com.au Sun Sep 16 19:18:41 2012 From: Chris.okelly at minecorp.com.au (Chris O'Kelly) Date: Mon, 17 Sep 2012 09:18:41 +1000 Subject: [rt-users] Admin changing user passwords. In-Reply-To: References: Message-ID: Hi, What version of RT are you using? For us it requires that root enters their own password to change a user password (4.07). Regards Regards Chris O'Kelly Web Administrator Minecorp Australia P: 07 3723 1000 M: 0450 586 190 Minecorp Australia 37 Murdoch Circuit Acacia Ridge QLD 4110 www.minecorp.com.au Sent Via a Mobile Device. -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Robert Taylor Sent: Monday, 17 September 2012 9:01 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] Admin changing user passwords. Hi everyone. I logged in as admin and looked at the user list in order to change a users password. The strange thing is that the admin page requires the admin to know the users current password in order to reset it. Is there a way for an admin to reset the pass without knowing the original user pass? Thanks. Robert -------- Final RT training for 2012 in Atlanta, GA - October 23 & 24 http://bestpractical.com/training We're hiring! http://bestpractical.com/jobs From raphael.berlamont at raphux.com Mon Sep 17 05:40:12 2012 From: raphael.berlamont at raphux.com (=?ISO-8859-1?Q?Rapha=EBl_Berlamont?=) Date: Mon, 17 Sep 2012 11:40:12 +0200 Subject: [rt-users] sendmail error (exited with code 75) - RHEL6 In-Reply-To: <505229C2.90605@bestpractical.com> References: <50462918.5090506@bestpractical.com> <504644E6.9010408@bestpractical.com> <5050B9C7.1070502@bestpractical.com> <50520B28.6090206@bestpractical.com> <505229C2.90605@bestpractical.com> Message-ID: 2012/9/13 Thomas Sibley > On 09/13/2012 09:49 AM, Rapha?l Berlamont wrote: > > Can you save as HTML your RT System Configuration page and send it? It > automatically redacts passwords, but if you don't want to send it to the > list send it to me directly. > Hello Thomas, You'll find our configuration in HTML format in the attached zip. I hope you'll find something interesting... Regards, -- Rapha?l Berlamont -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: System-Configuration.zip Type: application/zip Size: 22392 bytes Desc: not available URL: From backus at nlcom.nl Mon Sep 17 11:31:36 2012 From: backus at nlcom.nl (Mayk Backus) Date: Mon, 17 Sep 2012 17:31:36 +0200 Subject: [rt-users] TimeWorkedReport.html Message-ID: <50574258.1040000@nlcom.nl> Hello List, Does anyone know if it's possible to adjust this script (found in the wiki) to display te requestor information ? It mentions the creator , wich in most cases is fine, but when our agents create a ticket on behalf of a customer, the agent is the creator what results in the script displaying the time but the customer is our agent. I think this could be a nice add-on for this script, but i lack the knowledge in doing this. Any help would be greatly appreciated. Other suggestions for reporting tools also. thanks in advance, Regards Mayk From gsieb at efashionsolutions.com Mon Sep 17 12:26:27 2012 From: gsieb at efashionsolutions.com (Glenn E. Sieb) Date: Mon, 17 Sep 2012 12:26:27 -0400 Subject: [rt-users] Articles, Classes and Article Names. Message-ID: <50574F33.7090109@efashionsolutions.com> So we have a large setup here. (Well, for me, anyway.) I have 86 queues. 45 of them have Article Classes set up for them. The Classes are *only* for the queues in which they apply to. These Classes have Topics in them. The Topics all were able to have duplicate names. So, say, in the CS-1 (Customer Service queue for a particular client) Class we have Topics like Shipping, Authorization, Templates, and Updates. In the CS-2 Class we have the same breakdown. Now, in CS-1, we create an Article called "No Authorization." It's saved. It's part of the Topic "Authorization" in the CS-1 Class. Now in CS-2, we create an Article called "No Authorization." It's unable to be saved, even though it's part of the CS-2 class, it insists that there is already an article called "No Authorization." Why can I create Topics of the same name, in different Classes, but not Articles? :-/ We're currently getting around this by naming them "CS-1 No Authorization" and such, but that's a kludge, IMO. We're running 4.0.5 on CentOS. Is this something addressed in 4.0.6+? Thanks in advance, --Glenn From trs at bestpractical.com Mon Sep 17 12:56:56 2012 From: trs at bestpractical.com (Thomas Sibley) Date: Mon, 17 Sep 2012 09:56:56 -0700 Subject: [rt-users] Admin changing user passwords. In-Reply-To: References: Message-ID: <50575658.3040105@bestpractical.com> On 09/16/2012 04:01 PM, Robert Taylor wrote: > The strange thing is that the admin page requires the admin to know > the users current password in order to reset it. That's never been true. It says "Your current password" on older versions and more explicitly says "root's current password" (or "$username's current password" actually) on newer versions. "Your current password" refers to you, the one reading the text, not the user whose password you're changing. From jblaine at kickflop.net Mon Sep 17 13:26:09 2012 From: jblaine at kickflop.net (Jeff Blaine) Date: Mon, 17 Sep 2012 13:26:09 -0400 Subject: [rt-users] Scrips being executed twice for a simple CF update In-Reply-To: <20120914174046.GR98865@jibsheet.com> References: <504E543D.7000805@kickflop.net> <20120914174046.GR98865@jibsheet.com> Message-ID: <50575D31.8050608@kickflop.net> On 9/14/2012 1:40 PM, Kevin Falcone wrote: > On Mon, Sep 10, 2012 at 04:57:33PM -0400, Jeff Blaine wrote: >> Upon modification of one of our custom fields (text area), >> we want to parse the data, perform a translation on the >> original data, and store the results in the custom field. >> With loads of RT::Logger debugging in place, everything appears >> to be working fine except for the for the fact that the Scrip >> is being called twice, and it's performing the change ... then >> UNDOING IT: > > I suspect you're running into the processing order of updates on the > Basics page. You can try making the Scrip TransactionBatch and see if > that resolves it. For the record, that seems to have worked. Thanks Kevin Jeff > > Keep in mind that TransactionCreate scrips don't see all the updates > done on that page at once, it sees them piecemeal. > > -kevin From trs at bestpractical.com Mon Sep 17 13:38:07 2012 From: trs at bestpractical.com (Thomas Sibley) Date: Mon, 17 Sep 2012 10:38:07 -0700 Subject: [rt-users] sendmail error (exited with code 75) - RHEL6 In-Reply-To: References: <50462918.5090506@bestpractical.com> <504644E6.9010408@bestpractical.com> <5050B9C7.1070502@bestpractical.com> <50520B28.6090206@bestpractical.com> <505229C2.90605@bestpractical.com> Message-ID: <50575FFF.4000503@bestpractical.com> On 09/17/2012 02:40 AM, Rapha?l Berlamont wrote: > You'll find our configuration in HTML format in the attached zip. > I hope you'll find something interesting... The module versions I was looking for seem fine, however I notice you have OTRS loaded in the same mod_perl instance. I bet OTRS and RT step on each other's toes. If you add: PerlOptions +Parent to your RT virtualhost's block, does that help? http://perl.apache.org/docs/2.0/user/config/config.html#C_Parent_ From raphael.berlamont at raphux.com Mon Sep 17 14:49:23 2012 From: raphael.berlamont at raphux.com (=?ISO-8859-1?Q?Rapha=EBl_Berlamont?=) Date: Mon, 17 Sep 2012 20:49:23 +0200 Subject: [rt-users] sendmail error (exited with code 75) - RHEL6 In-Reply-To: <50575FFF.4000503@bestpractical.com> References: <50462918.5090506@bestpractical.com> <504644E6.9010408@bestpractical.com> <5050B9C7.1070502@bestpractical.com> <50520B28.6090206@bestpractical.com> <505229C2.90605@bestpractical.com> <50575FFF.4000503@bestpractical.com> Message-ID: 2012/9/17 Thomas Sibley > On 09/17/2012 02:40 AM, Rapha?l Berlamont wrote: > > You'll find our configuration in HTML format in the attached zip. > > I hope you'll find something interesting... > > The module versions I was looking for seem fine, however I notice you > have OTRS loaded in the same mod_perl instance. Yes... Yet another test plateform that came into production without being -at least- cleaned. > I bet OTRS and RT step > on each other's toes. If you add: > > PerlOptions +Parent > > to your RT virtualhost's block, does that help? > Well, at least, now I don't have any OTRS references in the configuration page, but the real result will be available tomorrow. I'll let you know. Thank you very much for your help. -- Rapha?l Berlamont -------------- next part -------------- An HTML attachment was scrubbed... URL: From robinsonaarond at gmail.com Mon Sep 17 17:54:06 2012 From: robinsonaarond at gmail.com (aaronr) Date: Mon, 17 Sep 2012 14:54:06 -0700 (PDT) Subject: [rt-users] How to automatically disable user account Message-ID: <34429334.post@talk.nabble.com> I am looking for this same information. I found this program from a few years ago, which is supposed to disable a user: --------- #! /usr/bin/perl -w use lib '/srv/www/rt4/lib'; use RT::Base; use RT::Config; use RT::User; my $UserId = "sgeadmin"; my $user = RT::User->new($RT::SystemUser); $user->Load($UserId); $user->SetDisabled(); --------- This script, however, does not work. I end up with this error: # ~/bin/rt_disable_user.pl Can't locate object method "Config" via package "RT" at /srv/www/rt4/lib/RT/Record.pm line 76. BEGIN failed--compilation aborted at /srv/www/rt4/lib/RT/Record.pm line 76. Compilation failed in require at (eval 11) line 2. ...propagated at /usr/lib/perl5/5.12.3/base.pm line 94. BEGIN failed--compilation aborted at /srv/www/rt4/lib/RT/User.pm line 70. Compilation failed in require at ./rt_disable_user line 9. BEGIN failed--compilation aborted at ./rt_disable_user line 9. And the user sgeadmin doesn't get disabled. Once I get the Perl here working I'll be able to combine the two, but I cannot figure out what is wrong. I see other Perl scripts working inside the RT folder that are able to use RT::User, but I do not seem to be able to do so. This line does not fail on "use RT::Config", though; that works. RT::User seems to load the config, though, and that is where it is hanging up, I think. Does anyone have any ideas? - Aaron -- View this message in context: http://old.nabble.com/How-to-automatically-disable-user-account-tp34229594p34429334.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From ptomblin at xcski.com Mon Sep 17 21:37:00 2012 From: ptomblin at xcski.com (Paul Tomblin) Date: Mon, 17 Sep 2012 21:37:00 -0400 Subject: [rt-users] Cross site request forgery Message-ID: I have three custom pages, call them "d.html", "a.html" and "c.html". "d.html" is the dashboard for the plugin, and from that one to either of the others and back to "d.html". I transition between them using 'window.location = "d.html";' which works fine for all of the transitions, except one. When I'm on d.html and I want to go to a.html with an argument, I do 'window.location = "a.html?upid=123";'. That one works just fine on Chrome and Firefox (on Linux and Mac) and IE9 (On Windows 7), but on IE8 I get the dreaded "Cross site request forgery". Clicking the "click here to resume your request" of course gets me to the page as requested. In the log, the message is Possible CSRF: your browser did not supply a Referrer header (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:1369 Looking at the source code, it appears that the problem is that IsCompCSRFWhitelisted is complaining about the fact that there is an argument. But why isn't IE8 sending a referrer header when the other browsers do? This is RT 4.0.6, running in standalone development mode. -- http://www.linkedin.com/in/paultomblin http://careers.stackoverflow.com/ptomblin -------------- next part -------------- An HTML attachment was scrubbed... URL: From Chris.okelly at minecorp.com.au Mon Sep 17 22:02:36 2012 From: Chris.okelly at minecorp.com.au (Chris O'Kelly) Date: Tue, 18 Sep 2012 12:02:36 +1000 Subject: [rt-users] Cross site request forgery In-Reply-To: References: Message-ID: Hi Paul, Firstly, I'll just point out this isn't my fix, it's stolen from the top answer of http://stackoverflow.com/questions/4762254/javascript-window-location-does-not-set-referer-in-the-request-header, but it is elegant and works, so there you go. Define the function navigateToUrl(url), either in an external file that you include in each page (I forget what the name of the configuration option is, but you'll find it if you grep etc/RT_Config.pm for javascript) or inline in all the pages you might use it (I would suggest the former of these). function navigateToUrl(url) { var f = document.createElement("FORM"); f.action = url; var indexQM = url.indexOf("?"); if (indexQM>=0) { // the URL has parameters => convert them to hidden form inputs var params = url.substring(indexQM+1).split("&"); for (var i=0; i P: 07 3723 1000 M: 0450 586 190 E: Chris.okelly at minecorp.com.au S: chris.okelly.mvs [http://oi46.tinypic.com/mw8nbd.jpg] From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Paul Tomblin Sent: Tuesday, 18 September 2012 11:37 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] Cross site request forgery I have three custom pages, call them "d.html", "a.html" and "c.html". "d.html" is the dashboard for the plugin, and from that one to either of the others and back to "d.html". I transition between them using 'window.location = "d.html";' which works fine for all of the transitions, except one. When I'm on d.html and I want to go to a.html with an argument, I do 'window.location = "a.html?upid=123";'. That one works just fine on Chrome and Firefox (on Linux and Mac) and IE9 (On Windows 7), but on IE8 I get the dreaded "Cross site request forgery". Clicking the "click here to resume your request" of course gets me to the page as requested. In the log, the message is Possible CSRF: your browser did not supply a Referrer header (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:1369 Looking at the source code, it appears that the problem is that IsCompCSRFWhitelisted is complaining about the fact that there is an argument. But why isn't IE8 sending a referrer header when the other browsers do? This is RT 4.0.6, running in standalone development mode. -------------- next part -------------- An HTML attachment was scrubbed... URL: From ptomblin at xcski.com Mon Sep 17 22:06:04 2012 From: ptomblin at xcski.com (Paul Tomblin) Date: Mon, 17 Sep 2012 22:06:04 -0400 Subject: [rt-users] Cross site request forgery In-Reply-To: References: Message-ID: On Monday, September 17, 2012, Chris O'Kelly wrote: > > Hi Paul,**** > > ** ** > > Firstly, I'll just point out this isn't my fix, it's stolen from the top > answer of > http://stackoverflow.com/questions/4762254/javascript-window-location-does-not-set-referer-in-the-request-header, > but it is elegant and works, so there you go. Define the function > navigateToUrl(url), either in an external file that you include in each > page (I forget what the name of the configuration option is, but you'll > find it if you grep etc/RT_Config.pm for javascript) or inline in all the > pages you might use it (I would suggest the former of these).**** > > > Thanks Chris. That page is extremely helpful. -- http://www.linkedin.com/in/paultomblin http://careers.stackoverflow.com/ptomblin -------------- next part -------------- An HTML attachment was scrubbed... URL: From gsollazz at sgul.ac.uk Tue Sep 18 09:17:02 2012 From: gsollazz at sgul.ac.uk (Giuseppe Sollazzo) Date: Tue, 18 Sep 2012 14:17:02 +0100 Subject: [rt-users] A ticket's life through multiple queues Message-ID: <5058744E.7050106@sgul.ac.uk> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Hi everyone, I have a little "philosophical" doubt about RT, so to say. In my institutions, we have several groups, most of which have their own queue set. They mostly work on their queues, but occasionally need to transfer the ticket under another queue. In some cases, a ticket need to pass through 3-4 queues. My questions... Is this a common scenario? How do other institutions deal with this kind of issues? For statistical purposes, do you assign the ticket to a given queue before closing it? Thanks, Giuseppe - -- ____________________________________ Giuseppe Sollazzo Senior Systems Analyst Computing Services Information Services St. George's, University Of London Cranmer Terrace London SW17 0RE Email: gsollazz at sgul.ac.uk Direct Dial: +44 20 8725 5160 Fax: +44 20 8725 3583 -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.10 (GNU/Linux) Comment: Using GnuPG with Mozilla - http://www.enigmail.net/ iQEcBAEBAgAGBQJQWHROAAoJEAqigArPBfJXGfIH/0DjKotSQbypQhnzK7coywO5 prQqoU5HRXtyWckCjDEfFlCYCX6ieb4JsWw5Fzrgr8Gy6wNBUwkeF0+tCr8JOGpt rW5/kZ+ui8/fREnTnBRHhWRlwoiSj+NEkd4KkD9QlVYIfK0YonBIuy+35Mz7b1Rk V+koWBG4PQOhULUA8TGasp2YiRmYmTilnke3/Ji+kL0fk3giI88Sll3eq0pHkEYL vKXzylFlKCWR74vCqt61fPW0E9cfpL8nXzL37j54Co7uogcDYiTTiY79xhehEMmb lV6xaznU/gL8TqnhbBweMD3b4Y10P7XFU9sDYaF9SaqFp35kWU7h6kJQoVf0XLM= =qujX -----END PGP SIGNATURE----- From tjrc at sanger.ac.uk Tue Sep 18 09:27:44 2012 From: tjrc at sanger.ac.uk (Tim Cutts) Date: Tue, 18 Sep 2012 14:27:44 +0100 Subject: [rt-users] How to automatically disable user account In-Reply-To: <34429334.post@talk.nabble.com> References: <34429334.post@talk.nabble.com> Message-ID: <4527FB6E-3A38-4B58-9555-67FA3FA87FE1@sanger.ac.uk> On 17 Sep 2012, at 22:54, aaronr wrote: > > I am looking for this same information. > > I found this program from a few years ago, which is supposed to disable a > user: > > --------- > #! /usr/bin/perl -w > > use lib '/srv/www/rt4/lib'; > > > use RT::Base; > use RT::Config; > use RT::User; > > > my $UserId = "sgeadmin"; > my $user = RT::User->new($RT::SystemUser); > $user->Load($UserId); > $user->SetDisabled(); > --------- It's missing some preamble needed to initialise the RT perl API. Something like this: #! /usr/bin/perl -w use lib '/srv/www/rt4/lib'; use RT; use RT::User; RT::LoadConfig; RT::Init; my $UserId = "sgeadmin"; my $user = RT::User->new($RT::SystemUser); $user->Load($UserId); $user->SetDisabled(); Should work. Tim -- The Wellcome Trust Sanger Institute is operated by Genome Research Limited, a charity registered in England with number 1021457 and a company registered in England with number 2742969, whose registered office is 215 Euston Road, London, NW1 2BE. From tjrc at sanger.ac.uk Tue Sep 18 09:39:00 2012 From: tjrc at sanger.ac.uk (Tim Cutts) Date: Tue, 18 Sep 2012 14:39:00 +0100 Subject: [rt-users] A ticket's life through multiple queues In-Reply-To: <5058744E.7050106@sgul.ac.uk> References: <5058744E.7050106@sgul.ac.uk> Message-ID: <4DD20798-7F30-4B53-BC0F-04010FCFC19E@sanger.ac.uk> On 18 Sep 2012, at 14:17, Giuseppe Sollazzo wrote: > > -----BEGIN PGP SIGNED MESSAGE----- > Hash: SHA1 > > Hi everyone, > I have a little "philosophical" doubt about RT, so to say. > > In my institutions, we have several groups, most of which have their own > queue set. They mostly work on their queues, but occasionally need to > transfer the ticket under another queue. In some cases, a ticket need to > pass through 3-4 queues. > > My questions... > > Is this a common scenario? Yes. > How do other institutions deal with this kind of issues? With difficulty, I think. :-) > For statistical purposes, do you assign the ticket to a given queue > before closing it? As you've noticed, passing tickets between queues makes it very difficult to measure how much time was spent by each person on the ticket, making your performance metrics pretty meaningless. I think the orthodox argument goes like this: If the task actually requires multiple people to work on it, then it isn't a single task. It's multiple tasks. So, you spawn dependent tickets of the current ticket in the appropriate queues, each containing one of the sub-tasks, and only resolve the parent ticket when those are completed. This is a bit more work, but it makes your results measurable. If you want to measure how fast the end user got their request resolved, than you compile stats based on the parent tickets, but you now have individual tickets in other queues which you can perform stats on to identify how well those queues are working. You also can now have different owners for the different aspects of the work, so you have a better view of who's responsible for what. Ruslan's SpawnLinkedTicketInQueue extension can be useful for this: http://search.cpan.org/~ruz/RT-Extension-SpawnLinkedTicketInQueue-0.05/lib/RT/Extension/SpawnLinkedTicketInQueue.pm and if the sub-units of work are predictable, you can even generate the sub-tickets with Scrips, in theory, although I've never gone that far. Regards, Tim -- The Wellcome Trust Sanger Institute is operated by Genome Research Limited, a charity registered in England with number 1021457 and a company registered in England with number 2742969, whose registered office is 215 Euston Road, London, NW1 2BE. From robinsonaarond at gmail.com Tue Sep 18 09:42:08 2012 From: robinsonaarond at gmail.com (Aaron Robinson) Date: Tue, 18 Sep 2012 07:42:08 -0600 Subject: [rt-users] How to automatically disable user account In-Reply-To: <4527FB6E-3A38-4B58-9555-67FA3FA87FE1@sanger.ac.uk> References: <34429334.post@talk.nabble.com> <4527FB6E-3A38-4B58-9555-67FA3FA87FE1@sanger.ac.uk> Message-ID: Thank you! That is exactly what I was missing. I tried looking through some other Perl scripts already in the folder to see what to "use," but hadn't run across those. I figured it would tell me, too, if it needed anything else sourced. At any rate, that fixed the problem. One other thing, it turns out that $user->SetDisabled(); doesn't actually work, as it needs a variable. SetDisabled(1) will disable account, while SetDisabled(0) will actually re-enable the account. Threw me off at first, but I'm good now. Thanks again for the help! - Aaron On Tue, Sep 18, 2012 at 7:27 AM, Tim Cutts wrote: > > On 17 Sep 2012, at 22:54, aaronr wrote: > > > > > I am looking for this same information. > > > > I found this program from a few years ago, which is supposed to disable a > > user: > > > > --------- > > #! /usr/bin/perl -w > > > > use lib '/srv/www/rt4/lib'; > > > > > > use RT::Base; > > use RT::Config; > > use RT::User; > > > > > > my $UserId = "sgeadmin"; > > my $user = RT::User->new($RT::SystemUser); > > $user->Load($UserId); > > $user->SetDisabled(); > > --------- > > It's missing some preamble needed to initialise the RT perl API. > Something like this: > > #! /usr/bin/perl -w > > use lib '/srv/www/rt4/lib'; > > use RT; > use RT::User; > > RT::LoadConfig; > RT::Init; > > my $UserId = "sgeadmin"; > my $user = RT::User->new($RT::SystemUser); > $user->Load($UserId); > $user->SetDisabled(); > > Should work. > > Tim > > -- > The Wellcome Trust Sanger Institute is operated by Genome Research > Limited, a charity registered in England with number 1021457 and a > company registered in England with number 2742969, whose registered > office is 215 Euston Road, London, NW1 2BE. > -------------- next part -------------- An HTML attachment was scrubbed... URL: From Chris.okelly at minecorp.com.au Tue Sep 18 09:50:49 2012 From: Chris.okelly at minecorp.com.au (Chris O'Kelly) Date: Tue, 18 Sep 2012 23:50:49 +1000 Subject: [rt-users] A ticket's life through multiple queues In-Reply-To: <5058744E.7050106@sgul.ac.uk> References: <5058744E.7050106@sgul.ac.uk> Message-ID: Hi, I once worked at a managed helpdesk company as a support agent. At the time we used an in house solution, but it was very similar to rt in it's queue, owner, requestor setup (the only difference being that there could only be one requestor in this solution, but that doesn't really pertain here). The way we did it was that we would have the ticket from a user in the helpdesk queue, do our bit of work on it, and if we needed work from another department done we would create a child ticket in, say, the Sydney systems queue, which they would resolve once finished with (or pass ownership of back to the agent requesting extra details, who would pass it back with the details, etc etc). In out setup the owner of a ticket is emailed when a child ticket is solved, I'm sure this could be done in rt with scrips. Once they see the child ticket resolved they contact the user and resolve the original ticket. That way you have stats on what work everyone has done, as well as less worry about which queue to resolve in. Hope this helps On 18/09/2012, at 23:19, "Giuseppe Sollazzo" wrote: > > -----BEGIN PGP SIGNED MESSAGE----- > Hash: SHA1 > > Hi everyone, > I have a little "philosophical" doubt about RT, so to say. > > In my institutions, we have several groups, most of which have their own > queue set. They mostly work on their queues, but occasionally need to > transfer the ticket under another queue. In some cases, a ticket need to > pass through 3-4 queues. > > My questions... > > Is this a common scenario? > How do other institutions deal with this kind of issues? > For statistical purposes, do you assign the ticket to a given queue > before closing it? > > Thanks, > Giuseppe > > - -- > Regards Chris O'Kelly Web Administrator Minecorp Australia P: 07 3723 1000 M: 0450 586 190 Minecorp Australia 37 Murdoch Circuit Acacia Ridge QLD 4110 www.minecorp.com.au Sent Via a Mobile Device. ____________________________________ > > Giuseppe Sollazzo > Senior Systems Analyst > Computing Services > Information Services > St. George's, University Of London > Cranmer Terrace > London SW17 0RE > > Email: gsollazz at sgul.ac.uk > Direct Dial: +44 20 8725 5160 > Fax: +44 20 8725 3583 > > -----BEGIN PGP SIGNATURE----- > Version: GnuPG v1.4.10 (GNU/Linux) > Comment: Using GnuPG with Mozilla - http://www.enigmail.net/ > > iQEcBAEBAgAGBQJQWHROAAoJEAqigArPBfJXGfIH/0DjKotSQbypQhnzK7coywO5 > prQqoU5HRXtyWckCjDEfFlCYCX6ieb4JsWw5Fzrgr8Gy6wNBUwkeF0+tCr8JOGpt > rW5/kZ+ui8/fREnTnBRHhWRlwoiSj+NEkd4KkD9QlVYIfK0YonBIuy+35Mz7b1Rk > V+koWBG4PQOhULUA8TGasp2YiRmYmTilnke3/Ji+kL0fk3giI88Sll3eq0pHkEYL > vKXzylFlKCWR74vCqt61fPW0E9cfpL8nXzL37j54Co7uogcDYiTTiY79xhehEMmb > lV6xaznU/gL8TqnhbBweMD3b4Y10P7XFU9sDYaF9SaqFp35kWU7h6kJQoVf0XLM= > =qujX > -----END PGP SIGNATURE----- > > > -------- > Final RT training for 2012 in Atlanta, GA - October 23 & 24 > http://bestpractical.com/training > > We're hiring! http://bestpractical.com/jobs From raphael.berlamont at raphux.com Tue Sep 18 11:41:46 2012 From: raphael.berlamont at raphux.com (=?ISO-8859-1?Q?Rapha=EBl_Berlamont?=) Date: Tue, 18 Sep 2012 17:41:46 +0200 Subject: [rt-users] sendmail error (exited with code 75) - RHEL6 In-Reply-To: References: <50462918.5090506@bestpractical.com> <504644E6.9010408@bestpractical.com> <5050B9C7.1070502@bestpractical.com> <50520B28.6090206@bestpractical.com> <505229C2.90605@bestpractical.com> <50575FFF.4000503@bestpractical.com> Message-ID: 2012/9/17 Rapha?l Berlamont > 2012/9/17 Thomas Sibley > >> I bet OTRS and RT step >> on each other's toes. > > If you add: >> >> PerlOptions +Parent >> >> to your RT virtualhost's block, does that help? >> > > Well, at least, now I don't have any OTRS references in the configuration > page, but the real result will be available tomorrow. > > I'll let you know. > Hello Thomas, hello list. I'm happy to say that the problem seems to be solved : today, not a single sendmail error. Thank you very very much Thomas. Best regards, -- Rapha?l Berlamont -------------- next part -------------- An HTML attachment was scrubbed... URL: From jzabolotnyi at arces.net Tue Sep 18 13:16:47 2012 From: jzabolotnyi at arces.net (Jack Zabolotnyi) Date: Tue, 18 Sep 2012 19:16:47 +0200 Subject: [rt-users] Mandatory fields at ticket's Basic screen In-Reply-To: References: Message-ID: Anyone?... On Wed, Sep 12, 2012 at 6:23 PM, Jack Zabolotnyi wrote: > Hi everyone. > > Here is my workflow: we have "Service" custom field applied to ticket and > it is mandatory. Only members of Engeneers group can see and change this > field. > When general user (not member of Engeneers group) creates ticket, he can't > see "Service" field and it is set to "(no value)". This is very ok for me. > But, when member of Engeneers group updates this ticket (via Basic page), > RT accepts changes even if this mandaroty field is untouched (has "(no > value)" ) > (After changing value to other than "(no value)" i can't put it bak, and > this is predictable) > > Am i doing something wrong or i miss something? > > Thanks in advance for any help. > > -- > Jack Zabolotnyi > Arces Network, LLC > > e: jzabolotnyi at arces.net > w: http://www.arces.net > > PGP key: 2048R/7F2AB658 2012-07-02 > PGP fingerprint: 4C7E 00A8 5210 F3D9 0509 C70E 87C8 666E 7F2A B658 > > -- Jack Zabolotnyi Arces Network, LLC e: jzabolotnyi at arces.net w: http://www.arces.net PGP key: 2048R/7F2AB658 2012-07-02 PGP fingerprint: 4C7E 00A8 5210 F3D9 0509 C70E 87C8 666E 7F2A B658 -------------- next part -------------- An HTML attachment was scrubbed... URL: From asanka_gunasekera at yahoo.co.uk Wed Sep 19 06:25:56 2012 From: asanka_gunasekera at yahoo.co.uk (Asanka Gunasekera) Date: Wed, 19 Sep 2012 11:25:56 +0100 (BST) Subject: [rt-users] capture status change to apply custom filed status In-Reply-To: <1347607212.70386.YahooMailNeo@web133202.mail.ir2.yahoo.com> References: <1347607212.70386.YahooMailNeo@web133202.mail.ir2.yahoo.com> Message-ID: <1348050356.56637.YahooMailNeo@web133202.mail.ir2.yahoo.com> this ________________________________ From: Asanka Gunasekera To: "rt-users at lists.bestpractical.com" Sent: Friday, 14 September 2012, 12:50 Subject: capture status change to apply custom filed status Hi, how can I capture the action of "opening" (not the open status) a new ticket to apply a custom filed value to "Work in progress" Thanks and regards -------------- next part -------------- An HTML attachment was scrubbed... URL: From asanka_gunasekera at yahoo.co.uk Wed Sep 19 06:25:56 2012 From: asanka_gunasekera at yahoo.co.uk (Asanka Gunasekera) Date: Wed, 19 Sep 2012 11:25:56 +0100 (BST) Subject: [rt-users] capture status change to apply custom filed status In-Reply-To: <1347607212.70386.YahooMailNeo@web133202.mail.ir2.yahoo.com> References: <1347607212.70386.YahooMailNeo@web133202.mail.ir2.yahoo.com> Message-ID: <1348050356.56637.YahooMailNeo@web133202.mail.ir2.yahoo.com> this ________________________________ From: Asanka Gunasekera To: "rt-users at lists.bestpractical.com" Sent: Friday, 14 September 2012, 12:50 Subject: capture status change to apply custom filed status Hi, how can I capture the action of "opening" (not the open status) a new ticket to apply a custom filed value to "Work in progress" Thanks and regards -------------- next part -------------- An HTML attachment was scrubbed... URL: From bjoern.schulz at desy.de Wed Sep 19 09:48:36 2012 From: bjoern.schulz at desy.de (=?UTF-8?B?QmrDtnJuIFNjaHVseg==?=) Date: Wed, 19 Sep 2012 15:48:36 +0200 Subject: [rt-users] 2. try ;-) Limit user in a perl script Message-ID: <5059CD34.8000609@desy.de> Hi! I try to ask again, because on my producton system it takes a very long time to limit users (7 Minutes !!! per user :-(( ). I try to search for users with no connections to any ticket and no connection to any attachments to delete them later. I can't use rt-shredder directly ;-) I try this: ... my $user = RT::User->new($RT::SystemUser); my $users = RT::Users->new($RT::SystemUser); my $tix = RT::Tickets->new($RT::SystemUser); $users->FindAllRows ; while (my $uid = $users->next ) { my $tickets = RT::Tickets->new($RT::SystemUser); $user->Load($uid); $tickets->FromSQL(' Type = "ticket" AND Watcher ="'.$user->EmailAddress.'"'); Delete_User if ! $tickets->Count(); ... But it takes much time (about 7 minutes per user ) in my system for every user. ~500.000 tickets ~ 61.100 users Is there a better method to limit the user with no tickets and no attachments or what am I doing wrong? Cheers, Bj?rn From al.scotto at reply.it Wed Sep 19 11:17:24 2012 From: al.scotto at reply.it (Scotto Alberto) Date: Wed, 19 Sep 2012 15:17:24 +0000 Subject: [rt-users] R: 2. try ;-) Limit user in a perl script In-Reply-To: <5059CD34.8000609@desy.de> References: <5059CD34.8000609@desy.de> Message-ID: Well, that's normal: you are scanning the whole tickets list again and again, for every user. You should invert the nested loops such that you scan the tickets only once. Something like this (kind of pseudo-code): my $tickets = RT::Tickets->new($RT::SystemUser); my @users_with_ticket; # let's collect all the users who relate to some ticket while (my $t = tickets->next) { push @users_with_ticket, $t->Requestor; push @users_with_ticket, $t->Owner; # push all the other actors } # now, let's take the complement of the set users_with_ticket my $users = RT::Users->new($RT::SystemUser) my @users_without_ticket; while(my $u = $users->next) { if ($u IS NOT IN $users_with_ticket) push @users_without_ticket, $u; } The last loop (just a draft) may still be critical, but considering that, in your case study, the bigger number is given by the tickets, I think you're quite safe. Regards AS ________________________________________ Da: rt-users-bounces at lists.bestpractical.com [rt-users-bounces at lists.bestpractical.com] per conto di Bj?rn Schulz [bjoern.schulz at desy.de] Inviato: mercoled? 19 settembre 2012 15.48 A: rt-users at lists.bestpractical.com Oggetto: [rt-users] 2. try ;-) Limit user in a perl script Hi! I try to ask again, because on my producton system it takes a very long time to limit users (7 Minutes !!! per user :-(( ). I try to search for users with no connections to any ticket and no connection to any attachments to delete them later. I can't use rt-shredder directly ;-) I try this: ... my $user = RT::User->new($RT::SystemUser); my $users = RT::Users->new($RT::SystemUser); my $tix = RT::Tickets->new($RT::SystemUser); $users->FindAllRows ; while (my $uid = $users->next ) { my $tickets = RT::Tickets->new($RT::SystemUser); $user->Load($uid); $tickets->FromSQL(' Type = "ticket" AND Watcher ="'.$user->EmailAddress.'"'); Delete_User if ! $tickets->Count(); ... But it takes much time (about 7 minutes per user ) in my system for every user. ~500.000 tickets ~ 61.100 users Is there a better method to limit the user with no tickets and no attachments or what am I doing wrong? Cheers, Bj?rn -------- Final RT training for 2012 in Atlanta, GA - October 23 & 24 http://bestpractical.com/training We're hiring! http://bestpractical.com/jobs Alberto Scotto Blue Reply Via Cardinal Massaia, 83 10147 - Torino - ITALY phone: +39 011 29100 al.scotto at reply.it www.reply.it ________________________________ -- The information transmitted is intended for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the sender and delete the material from any computer. From culp1961 at gmail.com Wed Sep 19 13:44:13 2012 From: culp1961 at gmail.com (William Culp) Date: Wed, 19 Sep 2012 13:44:13 -0400 Subject: [rt-users] Wild Card Question Message-ID: Hello Is there a way that I can use a wild card in one of our searches? I have multiple queues that all start with the same character. I would like to search all of those queues without having to modify the search every time I add a new queue. Thanks Bill RT 4.5.5 -------------- next part -------------- An HTML attachment was scrubbed... URL: From trs at bestpractical.com Wed Sep 19 14:03:02 2012 From: trs at bestpractical.com (Thomas Sibley) Date: Wed, 19 Sep 2012 11:03:02 -0700 Subject: [rt-users] 2. try ;-) Limit user in a perl script In-Reply-To: <5059CD34.8000609@desy.de> References: <5059CD34.8000609@desy.de> Message-ID: <505A08D6.6080209@bestpractical.com> On 09/19/2012 06:48 AM, Bj?rn Schulz wrote: > But it takes much time (about 7 minutes per user ) > in my system for every user. > > ~500.000 tickets > ~ 61.100 users > > Is there a better method to limit the user with no tickets and no > attachments or what am I doing wrong? Why are you looking to delete users with no tickets in the first place? (Note that your search won't count deleted tickets that the user may be a watcher on, but those tickets still exist and shredder will need to be told what to do with them.) From ptomblin at xcski.com Wed Sep 19 14:17:25 2012 From: ptomblin at xcski.com (Paul Tomblin) Date: Wed, 19 Sep 2012 14:17:25 -0400 Subject: [rt-users] Re-assign tickets Message-ID: I've noticed that I can "steal" a ticket using the "Actions"->"Steal" dropdown on the ticket display, however I can't steal if by changing the "Owner" dropdown on the Basics page. When I attempt to, I get a message "You can only take tickets that are unowned". Is this intentional, or an oversight? Also, is there some privilege that would allow me to re-assign a ticket from one person to another? As a work-around, I can steal it and assign it, but I'd like to do it in one step. -- http://www.linkedin.com/in/paultomblin http://careers.stackoverflow.com/ptomblin -------------- next part -------------- An HTML attachment was scrubbed... URL: From al.scotto at reply.it Wed Sep 19 14:16:40 2012 From: al.scotto at reply.it (Scotto Alberto) Date: Wed, 19 Sep 2012 18:16:40 +0000 Subject: [rt-users] R: Wild Card Question In-Reply-To: References: Message-ID: https://www.google.it/search?q=site%3Alists.bestpractical.com+wildcard Alberto Scotto Blue Reply Via Cardinal Massaia, 83 10147 - Torino - ITALY phone: +39 011 29100 al.scotto at reply.it www.reply.it [Blue Reply] ________________________________ Da: rt-users-bounces at lists.bestpractical.com [rt-users-bounces at lists.bestpractical.com] per conto di William Culp [culp1961 at gmail.com] Inviato: mercoled? 19 settembre 2012 19.44 A: rt-users at bestpractical.com Oggetto: [rt-users] Wild Card Question Hello Is there a way that I can use a wild card in one of our searches? I have multiple queues that all start with the same character. I would like to search all of those queues without having to modify the search every time I add a new queue. Thanks Bill RT 4.5.5 ________________________________ -- The information transmitted is intended for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the sender and delete the material from any computer. -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: blue.png Type: image/png Size: 2329 bytes Desc: blue.png URL: From brennanma at gmail.com Wed Sep 19 14:25:12 2012 From: brennanma at gmail.com (Matt Brennan) Date: Wed, 19 Sep 2012 14:25:12 -0400 Subject: [rt-users] Re-assign tickets In-Reply-To: References: Message-ID: I dealt with this in one install by commenting out (in 4.0.6) lines 2924 through 2935. I do notice that there's something about "Force" in that if statement, but it seems force is an internal thing to allow automated processes to override the check. -Matt On Wed, Sep 19, 2012 at 2:17 PM, Paul Tomblin wrote: > I've noticed that I can "steal" a ticket using the "Actions"->"Steal" > dropdown on the ticket display, however I can't steal if by changing the > "Owner" dropdown on the Basics page. When I attempt to, I get a message > "You can only take tickets that are unowned". Is this intentional, or an > oversight? > > Also, is there some privilege that would allow me to re-assign a ticket from > one person to another? As a work-around, I can steal it and assign it, but > I'd like to do it in one step. > > -- > http://www.linkedin.com/in/paultomblin > http://careers.stackoverflow.com/ptomblin > > > > -------- > Final RT training for 2012 in Atlanta, GA - October 23 & 24 > http://bestpractical.com/training > > We're hiring! http://bestpractical.com/jobs > From brennanma at gmail.com Wed Sep 19 14:26:12 2012 From: brennanma at gmail.com (Matt Brennan) Date: Wed, 19 Sep 2012 14:26:12 -0400 Subject: [rt-users] Re-assign tickets In-Reply-To: References: Message-ID: Errr, and I mean lines 2924 through 2935 in lib/RT/Ticket.pm -Matt On Wed, Sep 19, 2012 at 2:25 PM, Matt Brennan wrote: > I dealt with this in one install by commenting out (in 4.0.6) lines > 2924 through 2935. I do notice that there's something about "Force" in > that if statement, but it seems force is an internal thing to allow > automated processes to override the check. > > -Matt > > On Wed, Sep 19, 2012 at 2:17 PM, Paul Tomblin wrote: >> I've noticed that I can "steal" a ticket using the "Actions"->"Steal" >> dropdown on the ticket display, however I can't steal if by changing the >> "Owner" dropdown on the Basics page. When I attempt to, I get a message >> "You can only take tickets that are unowned". Is this intentional, or an >> oversight? >> >> Also, is there some privilege that would allow me to re-assign a ticket from >> one person to another? As a work-around, I can steal it and assign it, but >> I'd like to do it in one step. >> >> -- >> http://www.linkedin.com/in/paultomblin >> http://careers.stackoverflow.com/ptomblin >> >> >> >> -------- >> Final RT training for 2012 in Atlanta, GA - October 23 & 24 >> http://bestpractical.com/training >> >> We're hiring! http://bestpractical.com/jobs >> From ptomblin at xcski.com Wed Sep 19 14:33:22 2012 From: ptomblin at xcski.com (Paul Tomblin) Date: Wed, 19 Sep 2012 14:33:22 -0400 Subject: [rt-users] Re-assign tickets In-Reply-To: References: Message-ID: On Wed, Sep 19, 2012 at 2:25 PM, Matt Brennan wrote: > 2924 through 2935. I do notice that there's something about "Force" in > that if statement, but it seems force is an internal thing to allow > automated processes to override the check. > Oh, it looks like I can do it programmatically using $ticket->SetOwner('other_guy', 'Force'). Now I just have to figure out how to expose that on the UI. And it looks like that's the reason you can't Steal from the Basic screen - because they want to enforce the difference between Take and Steal using that argument. -- http://www.linkedin.com/in/paultomblin http://careers.stackoverflow.com/ptomblin -------------- next part -------------- An HTML attachment was scrubbed... URL: From bluethundr at gmail.com Wed Sep 19 15:00:30 2012 From: bluethundr at gmail.com (Tim Dunphy) Date: Wed, 19 Sep 2012 15:00:30 -0400 Subject: [rt-users] max_allowed_packet error Message-ID: Hello, We have a user searching for tickets on our RT system. This is the email from the user: I was trying to look for a ticket to see if I had put one in on that subject before, but I keep getting this error, so I have no idea if all my tickets are coming up. http://rt.mydomain.com/helpdesk/Search/Build.html DBD::mysql::st execute failed: Got a packet bigger than 'max_allowed_packet' bytes at /usr/lib/perl5/site_perl/5.8.8/Apache/Session/Store/DBI.pm line 67. And when I look in the logs this is what I see: [Sat Jul 7 05:49:29 2012] [warning]: DBD::mysql::st execute failed: Got a packet bigger than 'max_allowed_packet' bytes at /usr/lib/perl5/site_perl/5.8.8/Apache/Session/Store/DBI.pm line 67. (/usr/lib/perl5/site_perl/5.8.8/Apache/Session/Store/DBI.pm:67) We're using RT 4.0.2 Other important info: Server: CentOS release 5.7 (Final) Perl: v5.8.8 built for x86_64-linux-thread-multi I'd appreciate any advice yo may have on how to correct this problem. Thanks! Tim -- GPG me!! gpg --keyserver pool.sks-keyservers.net --recv-keys F186197B -------------- next part -------------- An HTML attachment was scrubbed... URL: From fgibbs at nic.cr Wed Sep 19 17:46:01 2012 From: fgibbs at nic.cr (Frankie Gibbs) Date: Wed, 19 Sep 2012 15:46:01 -0600 Subject: [rt-users] Wild Card Question In-Reply-To: References: Message-ID: <505A3D19.7040608@nic.cr> On 19/09/12 11:44, William Culp wrote: > Hello > > Is there a way that I can use a wild card in one of our searches? I > have multiple queues that all start with the same character. I would > like to search all of those queues without having to modify the search > every time I add a new queue. > > Thanks > > Bill > > RT 4.5.5 > > > -------- > Final RT training for 2012 in Atlanta, GA - October 23 & 24 > http://bestpractical.com/training > > We're hiring! http://bestpractical.com/jobs -- -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: firmasNic3_r5_c1.jpg Type: image/jpeg Size: 39453 bytes Desc: not available URL: From fgibbs at nic.cr Wed Sep 19 17:48:58 2012 From: fgibbs at nic.cr (Frankie Gibbs) Date: Wed, 19 Sep 2012 15:48:58 -0600 Subject: [rt-users] time worked report Message-ID: <505A3DCA.8010302@nic.cr> I currently use the RT 3.8.7 and I need to automatically calculate the time worked on each ticket, is this possible?. how I can do to get that report? thanks -- -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: firmasNic3_r5_c1.jpg Type: image/jpeg Size: 39453 bytes Desc: not available URL: From fgibbs at nic.cr Wed Sep 19 17:52:00 2012 From: fgibbs at nic.cr (Frankie Gibbs) Date: Wed, 19 Sep 2012 15:52:00 -0600 Subject: [rt-users] time worked report Message-ID: <505A3E80.3070608@nic.cr> I currently use the RT 3.8.7 and I need to automatically calculate the time worked on each ticket, is this possible?. how I can do to get that report? thanks -- -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: firmasNic3_r5_c1.jpg Type: image/jpeg Size: 39453 bytes Desc: not available URL: From trs at bestpractical.com Wed Sep 19 18:18:33 2012 From: trs at bestpractical.com (Thomas Sibley) Date: Wed, 19 Sep 2012 15:18:33 -0700 Subject: [rt-users] Wild Card Question In-Reply-To: References: Message-ID: <505A44B9.1060006@bestpractical.com> On 09/19/2012 10:44 AM, William Culp wrote: > Is there a way that I can use a wild card in one of our searches? I > have multiple queues that all start with the same character. I would > like to search all of those queues without having to modify the search > every time I add a new queue. TicketSQL accepts the % and _ wildcards from SQL. You can put those in your values and use the "matches" or "doesn't match" operators. _ is any single char, % is any number of chars (including zero) From trs at bestpractical.com Wed Sep 19 18:20:28 2012 From: trs at bestpractical.com (Thomas Sibley) Date: Wed, 19 Sep 2012 15:20:28 -0700 Subject: [rt-users] time worked report In-Reply-To: <505A3DCA.8010302@nic.cr> References: <505A3DCA.8010302@nic.cr> Message-ID: <505A452C.1010804@bestpractical.com> On 09/19/2012 02:48 PM, Frankie Gibbs wrote: > I currently use the RT 3.8.7 and I need to automatically calculate the > time worked on each ticket, is this possible?. how I can do to get that > report? Construct the search for the tickets you want using the Query Builder and then add the TimeWorked column to the format at the bottom of the builder. Then run the search to see your results. You can download the results as a spreadsheet (TSV) using Feeds ? Spreadsheet. From dalamars at gmail.com Wed Sep 19 18:41:46 2012 From: dalamars at gmail.com (Paul Muther) Date: Wed, 19 Sep 2012 15:41:46 -0700 Subject: [rt-users] time worked report In-Reply-To: <505A452C.1010804@bestpractical.com> References: <505A3DCA.8010302@nic.cr> <505A452C.1010804@bestpractical.com> Message-ID: Is there a way to do this easily to show time worked for a range of dates? For example if I submit time for techs on a weekly basis showing the effort put into each ticket? Currently I'm using a rather unreliable method of table joins and a back end SQL query. In almost all implementations of this there is a desire to look at TechA and see the time he/she has contributed to a ticket. In most cases the ticket is owned by that individual so all theTime Worked within that week can be counted toward the person. In other cases I need to know how much in the way of man hours was spent working tickets for a given week, even if the ticket spans multiple weeks. There seems to be no easy way to pull that data without opening new tickets at the beginning of each work week and closing them at the end. Thanks much. On Sep 19, 2012, at 3:20 PM, Thomas Sibley wrote: > On 09/19/2012 02:48 PM, Frankie Gibbs wrote: >> I currently use the RT 3.8.7 and I need to automatically calculate the >> time worked on each ticket, is this possible?. how I can do to get that >> report? > > Construct the search for the tickets you want using the Query Builder > and then add the TimeWorked column to the format at the bottom of the > builder. Then run the search to see your results. You can download the > results as a spreadsheet (TSV) using Feeds ? Spreadsheet. > > > -------- > Final RT training for 2012 in Atlanta, GA - October 23 & 24 > http://bestpractical.com/training > > We're hiring! http://bestpractical.com/jobs From misteritguru at gmail.com Wed Sep 19 19:59:34 2012 From: misteritguru at gmail.com (Mister Guru) Date: Thu, 20 Sep 2012 00:59:34 +0100 Subject: [rt-users] Installing RT via Puppet Message-ID: Just to update those that may be interested. I ran through a basic install of RT 3.8 on Ubuntu, making notes of requirements and file edits to get it up and running, I made a note of it online[1] to serve a sort of template/reference There is a github repo for developing the module, with some basic code in there[2], it would be nice if some people can take a look. There's already been some contributions. (Technically). If you have a github account, just take a peek, it can't hurt. So far we have the basic packages required to install RT, now I'm going to begin working on configuration of the install. I'm open to suggestions and comments, good or bad :) The aim is to get this working on RPM and DEB platforms. Any feedback and input is welcome. In a few days, when some more progress has been made, I'll spread the word on the devel lists I appreciate that most people would prefer to keep their code to themselves, or just wait for someone else to do it - I've been guilty of that for years, but I think this will help everyone to learn. Thanks [1] http://solosysad.blogspot.co.uk/2012/09/installing-request-tracker-in-ubuntu.html [2] https://github.com/misteritguru/puppet-rt/ From trs at bestpractical.com Wed Sep 19 20:46:55 2012 From: trs at bestpractical.com (Thomas Sibley) Date: Wed, 19 Sep 2012 17:46:55 -0700 Subject: [rt-users] Installing RT via Puppet In-Reply-To: References: Message-ID: <505A677F.2030409@bestpractical.com> On 09/19/2012 04:59 PM, Mister Guru wrote: > So far we have the basic packages required to install RT, now I'm going > to begin working on configuration of the install. I'm open to > suggestions and comments, good or bad :) > > The aim is to get this working on RPM and DEB platforms. Any feedback > and input is welcome. In a few days, when some more progress has been made, > I'll spread the word on the devel lists I think you'll find it easier to achieve cross-platform installation if you abandon dist-specific packages of RT and install RT itself from source (via puppet, of course). I'd also suggest starting with version 4 not 3.8; 3.8 is approaching end of life. [1] [1] http://blog.bestpractical.com/2012/08/release-scheduling.html From misteritguru at gmail.com Wed Sep 19 22:00:44 2012 From: misteritguru at gmail.com (Mister Guru) Date: Thu, 20 Sep 2012 03:00:44 +0100 Subject: [rt-users] Installing RT via Puppet In-Reply-To: <505A677F.2030409@bestpractical.com> References: <505A677F.2030409@bestpractical.com> Message-ID: On 20 September 2012 01:46, Thomas Sibley wrote: > On 09/19/2012 04:59 PM, Mister Guru wrote: >> So far we have the basic packages required to install RT, now I'm going >> to begin working on configuration of the install. I'm open to >> suggestions and comments, good or bad :) >> >> The aim is to get this working on RPM and DEB platforms. Any feedback >> and input is welcome. In a few days, when some more progress has been made, >> I'll spread the word on the devel lists > > I think you'll find it easier to achieve cross-platform installation if > you abandon dist-specific packages of RT and install RT itself from > source (via puppet, of course). > > I'd also suggest starting with version 4 not 3.8; 3.8 is approaching end > of life. [1] > > [1] http://blog.bestpractical.com/2012/08/release-scheduling.html Darn!! Well, it still is good advice - My Puppet-Fu is about to be stretched! - I'll make a note on github, and start thinking about how best to accomplish this - as always, advice and comments are welcome. From trs at bestpractical.com Wed Sep 19 22:14:30 2012 From: trs at bestpractical.com (Thomas Sibley) Date: Wed, 19 Sep 2012 19:14:30 -0700 Subject: [rt-users] Installing RT via Puppet In-Reply-To: References: <505A677F.2030409@bestpractical.com> Message-ID: <505A7C06.6060302@bestpractical.com> On 09/19/2012 07:00 PM, Mister Guru wrote: > Darn!! Well, it still is good advice - My Puppet-Fu is about to be > stretched! - I'll make a note on github, and start thinking about > how best to accomplish this - as always, advice and comments are > welcome. A bit of soapbox, FYI: All of the request-tracker3.8 packages in Ubuntu are old enough to be missing security fixes [1]. (The Debian packages of the same name are patched thanks very much to the RT maintainer for Debian.) If you'd like this not to continue to be the case, visiting the bug report [2] and marking it as affecting you (green link near the top left) might help. [1] http://packages.ubuntu.com/search?keywords=request-tracker3.8&searchon=names&suite=all§ion=all [2] https://bugs.launchpad.net/ubuntu/+source/request-tracker3.8/+bug/1004834 From smithj4 at bnl.gov Wed Sep 19 22:16:08 2012 From: smithj4 at bnl.gov (Jason A. Smith) Date: Wed, 19 Sep 2012 22:16:08 -0400 Subject: [rt-users] Installing RT via Puppet In-Reply-To: References: <505A677F.2030409@bestpractical.com> Message-ID: <505A7C68.3040903@bnl.gov> On 09/19/2012 10:00 PM, Mister Guru wrote: > On 20 September 2012 01:46, Thomas Sibley wrote: >> On 09/19/2012 04:59 PM, Mister Guru wrote: >>> So far we have the basic packages required to install RT, now I'm going >>> to begin working on configuration of the install. I'm open to >>> suggestions and comments, good or bad :) >>> >>> The aim is to get this working on RPM and DEB platforms. Any feedback >>> and input is welcome. In a few days, when some more progress has been made, >>> I'll spread the word on the devel lists >> >> I think you'll find it easier to achieve cross-platform installation if >> you abandon dist-specific packages of RT and install RT itself from >> source (via puppet, of course). >> >> I'd also suggest starting with version 4 not 3.8; 3.8 is approaching end >> of life. [1] >> >> [1] http://blog.bestpractical.com/2012/08/release-scheduling.html > > Darn!! Well, it still is good advice - My Puppet-Fu is about to be > stretched! - I'll make a note on github, and start thinking about how > best to accomplish this - as always, advice and comments are welcome. As a sysadmin who has also been using puppet for a few years now, I would prefer native packages over an installation from source. Doing a source package install with puppet would probably require a custom install script or a bunch of ugly exec resources. Doing it with native packages would just require configuring the appropriate package repo, like EPEL for RedHat (since that is what we use here I don't know what the equivalent debian/ubuntu would be), then install the required packages and configuration files. This is much cleaner from both a sysadmin point of view and puppet, although you would have to account for the different package repo locations, package names and possibly config file locations for the different OSes. Also, EPEL is still currently on 3.8, but hopefully they will upgrade soon. ~Jason From misteritguru at gmail.com Wed Sep 19 23:12:24 2012 From: misteritguru at gmail.com (Mister Guru) Date: Thu, 20 Sep 2012 04:12:24 +0100 Subject: [rt-users] Installing RT via Puppet In-Reply-To: <505A7C68.3040903@bnl.gov> References: <505A677F.2030409@bestpractical.com> <505A7C68.3040903@bnl.gov> Message-ID: On 20 September 2012 03:16, Jason A. Smith wrote: > On 09/19/2012 10:00 PM, Mister Guru wrote: >> >> On 20 September 2012 01:46, Thomas Sibley wrote: >>> >>> On 09/19/2012 04:59 PM, Mister Guru wrote: >>>> >>>> So far we have the basic packages required to install RT, now I'm going >>>> to begin working on configuration of the install. I'm open to >>>> suggestions and comments, good or bad :) >>>> >>>> The aim is to get this working on RPM and DEB platforms. Any feedback >>>> and input is welcome. In a few days, when some more progress has been >>>> made, >>>> I'll spread the word on the devel lists >>> >>> >>> I think you'll find it easier to achieve cross-platform installation if >>> you abandon dist-specific packages of RT and install RT itself from >>> source (via puppet, of course). >>> >>> I'd also suggest starting with version 4 not 3.8; 3.8 is approaching end >>> of life. [1] >>> >>> [1] http://blog.bestpractical.com/2012/08/release-scheduling.html >> >> >> Darn!! Well, it still is good advice - My Puppet-Fu is about to be >> stretched! - I'll make a note on github, and start thinking about how >> best to accomplish this - as always, advice and comments are welcome. > > > As a sysadmin who has also been using puppet for a few years now, I would > prefer native packages over an installation from source. I am right behind you on this one! >Doing a source > package install with puppet would probably require a custom install script > or a bunch of ugly exec resources. I've just discovered this during my research into the matter >Doing it with native packages would just > require configuring the appropriate package repo, like EPEL for RedHat > (since that is what we use here I don't know what the equivalent > debian/ubuntu would be), then install the required packages and > configuration files. This is much cleaner from both a sysadmin point of view > and puppet, although you would have to account for the different package > repo locations, package names and possibly config file locations for the > different OSes. Also, EPEL is still currently on 3.8, but hopefully they > will upgrade soon. > > ~Jason > Thanks Jason for your input - I'm currently trying to get hold of the ubuntu package maintainer for RT. I'm currently wading through launchpad, trying to find who to kick to get this moving - I've dropped a line to the ubuntu users list, so hopefully I'll get some assistance with this soon. Thanks again. From trs at bestpractical.com Wed Sep 19 23:31:43 2012 From: trs at bestpractical.com (Thomas Sibley) Date: Wed, 19 Sep 2012 20:31:43 -0700 Subject: [rt-users] Installing RT via Puppet In-Reply-To: <505A7C68.3040903@bnl.gov> References: <505A677F.2030409@bestpractical.com> <505A7C68.3040903@bnl.gov> Message-ID: <505A8E1F.7030801@bestpractical.com> On 09/19/2012 07:16 PM, Jason A. Smith wrote: > As a sysadmin who has also been using puppet for a few years now, I > would prefer native packages over an installation from source. I'm not familiar with the conventions puppet manifests use, but I understand this desire. My suggestion is based on the knowledge of how often the Ubuntu and EPEL repositories are painfully out of date. (Debian, as I noted before, is kept up to date, especially if you pin from testing.) From kenn.crocker at gmail.com Thu Sep 20 02:02:41 2012 From: kenn.crocker at gmail.com (Kenneth Crocker) Date: Wed, 19 Sep 2012 23:02:41 -0700 Subject: [rt-users] time worked report In-Reply-To: References: <505A3DCA.8010302@nic.cr> <505A452C.1010804@bestpractical.com> Message-ID: Paul, Like Thomas said, build the query you want and add the Timeworked column. However, to make this a weekly report, you need to put it in a dashboard set to run weekly. That would do it. Hope this helps. Kenn On Wed, Sep 19, 2012 at 3:41 PM, Paul Muther wrote: > Is there a way to do this easily to show time worked for a range of dates? > For example if I submit time for techs on a weekly basis showing the > effort put into each ticket? Currently I'm using a rather unreliable > method of table joins and a back end SQL query. > > In almost all implementations of this there is a desire to look at TechA > and see the time he/she has contributed to a ticket. In most cases the > ticket is owned by that individual so all theTime Worked within that week > can be counted toward the person. > > In other cases I need to know how much in the way of man hours was spent > working tickets for a given week, even if the ticket spans multiple weeks. > There seems to be no easy way to pull that data without opening new > tickets at the beginning of each work week and closing them at the end. > > Thanks much. > > On Sep 19, 2012, at 3:20 PM, Thomas Sibley wrote: > > > On 09/19/2012 02:48 PM, Frankie Gibbs wrote: > >> I currently use the RT 3.8.7 and I need to automatically calculate the > >> time worked on each ticket, is this possible?. how I can do to get that > >> report? > > > > Construct the search for the tickets you want using the Query Builder > > and then add the TimeWorked column to the format at the bottom of the > > builder. Then run the search to see your results. You can download the > > results as a spreadsheet (TSV) using Feeds ? Spreadsheet. > > > > > > -------- > > Final RT training for 2012 in Atlanta, GA - October 23 & 24 > > http://bestpractical.com/training > > > > We're hiring! http://bestpractical.com/jobs > > > -------- > Final RT training for 2012 in Atlanta, GA - October 23 & 24 > http://bestpractical.com/training > > We're hiring! http://bestpractical.com/jobs > -------------- next part -------------- An HTML attachment was scrubbed... URL: From kenn.crocker at gmail.com Thu Sep 20 02:08:04 2012 From: kenn.crocker at gmail.com (Kenneth Crocker) Date: Wed, 19 Sep 2012 23:08:04 -0700 Subject: [rt-users] capture status change to apply custom filed status In-Reply-To: <1348050356.56637.YahooMailNeo@web133202.mail.ir2.yahoo.com> References: <1347607212.70386.YahooMailNeo@web133202.mail.ir2.yahoo.com> <1348050356.56637.YahooMailNeo@web133202.mail.ir2.yahoo.com> Message-ID: Asanka, That would probably be the transaction with a type of "Create". That's what triggers the ticket being created. If that is what you mean. kenn On Wed, Sep 19, 2012 at 3:25 AM, Asanka Gunasekera < asanka_gunasekera at yahoo.co.uk> wrote: > this > > ------------------------------ > *From:* Asanka Gunasekera > *To:* "rt-users at lists.bestpractical.com" > > *Sent:* Friday, 14 September 2012, 12:50 > *Subject:* capture status change to apply custom filed status > > Hi, how can I capture the action of "opening" (not the open status) a new > ticket to apply a custom filed value to "Work in progress" > > Thanks and regards > > > > > -------- > Final RT training for 2012 in Atlanta, GA - October 23 & 24 > http://bestpractical.com/training > > We're hiring! http://bestpractical.com/jobs > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From kenn.crocker at gmail.com Thu Sep 20 02:14:34 2012 From: kenn.crocker at gmail.com (Kenneth Crocker) Date: Wed, 19 Sep 2012 23:14:34 -0700 Subject: [rt-users] TimeWorkedReport.html In-Reply-To: <50574258.1040000@nlcom.nl> References: <50574258.1040000@nlcom.nl> Message-ID: Mayk, You'd have to modify the code that produces the report. I modified it to alter the "SuperUser" requirement to show ALL ticket owners (in a Queue) to require membership in a management group instead. Hope his helps. Kenn On Mon, Sep 17, 2012 at 8:31 AM, Mayk Backus wrote: > Hello List, > > Does anyone know if it's possible to adjust this script (found in the > wiki) to display te requestor information ? It mentions the creator , wich > in most cases is fine, but when our agents create a ticket on behalf of a > customer, the agent is the creator what results in the script displaying > the time but the customer is our agent. > I think this could be a nice add-on for this script, but i lack the > knowledge in doing this. > > Any help would be greatly appreciated. Other suggestions for reporting > tools also. > > thanks in advance, > > > Regards > > Mayk > > > -------- > Final RT training for 2012 in Atlanta, GA - October 23 & 24 > http://bestpractical.com/**training > > We're hiring! http://bestpractical.com/jobs > -------------- next part -------------- An HTML attachment was scrubbed... URL: From kenn.crocker at gmail.com Thu Sep 20 02:16:53 2012 From: kenn.crocker at gmail.com (Kenneth Crocker) Date: Wed, 19 Sep 2012 23:16:53 -0700 Subject: [rt-users] Using non-standard status only In-Reply-To: <20120914174758.GS98865@jibsheet.com> References: <50504090.85dae00a.152e.59bdSMTPIN_ADDED@mx.google.com> <20120914174758.GS98865@jibsheet.com> Message-ID: Kevin, Yep, forgot about that. Been working mostly on 3.6 and 3.8 systems lately. Brain fart. Kenn On Fri, Sep 14, 2012 at 10:47 AM, Kevin Falcone wrote: > On Wed, Sep 12, 2012 at 09:53:23PM -0700, Kenneth Crocker wrote: > > Although you could change those status values, why? If a ticket is > invoiced or whatever, it is > > still open. Why not create a Custom Field that shows what its state > "within" the open status, > > ie. invoiced, check pending and a ton of others. This CF could also > be used in queries, > > dashboards, etc. You can write scrips using them. There really is no > need to change those > > values when a Custom Field could be used. I mean you can, but if you > change the configured > > values, you might run the risk of having to change other things as > well. The Custom Fields > > allow you to make changes within the vanilla design. > > Kenn - with RT4 and the introduction of Lifecycles, changing the vanilla > status configuration is much much easier than it was in 3.8. We make use of > several Lifecycle configurations that do not use open/stalled/resolved > within BestPractical and we find them tremendously useful. > > You can read more about Lifecycles at: > http://bestpractical.com/rt/docs/latest/RT_Config.html#Lifecycles > > -kevin > > > On Wed, Sep 12, 2012 at 12:57 AM, Maciej Dobrzanski <[1] > reg.bestpractical at posterus.com> wrote: > > > > Hello, > > > > I want to use custom lifecycles for various queues. The thing I've > been > > wondering about is about some of the standard statuses such as > 'new' or > > 'open'. They are referred to in a few other places besides just > tickets: > > > > defaults => { > > on_create => 'new', > > on_merge => 'resolved', > > approved => 'open', > > denied => 'rejected', > > reminder_on_open => 'open', > > reminder_on_resolve => 'resolved', > > }, > > > > So my question is: Does it matter at all what statuses reminders > use other > > than transition between the two should be allowed? For example in a > billing > > queue I could have 'invoiced', 'overdue', 'disputed', 'paid' and > > 'cancelled', so would it break anything if I just set reminders to > use > > > -------- > Final RT training for 2012 in Atlanta, GA - October 23 & 24 > http://bestpractical.com/training > > We're hiring! http://bestpractical.com/jobs > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From kenn.crocker at gmail.com Thu Sep 20 02:20:52 2012 From: kenn.crocker at gmail.com (Kenneth Crocker) Date: Wed, 19 Sep 2012 23:20:52 -0700 Subject: [rt-users] Notify user from scrip about missing field In-Reply-To: References: Message-ID: Jack, I don't think RT allows a scrip to send a message to the screen. That would be a REAL nice enhancement. I got around the problem by triggering an email to notify the person making the change that the change was NOT accepted and that the ticket was reverted to the original status. Hope this helps. Kenn On Fri, Sep 14, 2012 at 10:44 AM, Jack Zabolotnyi wrote: > Hi. > > Is there any way to notify user from scrip about missing fields? I'm > looking for something similar to RT's behaviour if mandatory field's value > is missing (RT reports an error and doesn't accept transaction) but to be > triggered from scrip. > > Thanks in avance. > > -- > Jack Zabolotnyi > Arces Network, LLC > > e: jzabolotnyi at arces.net > w: http://www.arces.net > > PGP key: 2048R/7F2AB658 2012-07-02 > PGP fingerprint: 4C7E 00A8 5210 F3D9 0509 C70E 87C8 666E 7F2A B658 > > > > -------- > Final RT training for 2012 in Atlanta, GA - October 23 & 24 > http://bestpractical.com/training > > We're hiring! http://bestpractical.com/jobs > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From asanka_gunasekera at yahoo.co.uk Thu Sep 20 02:31:03 2012 From: asanka_gunasekera at yahoo.co.uk (Asanka Gunasekera) Date: Thu, 20 Sep 2012 07:31:03 +0100 (BST) Subject: [rt-users] capture status change to apply custom filed status In-Reply-To: References: <1347607212.70386.YahooMailNeo@web133202.mail.ir2.yahoo.com> <1348050356.56637.YahooMailNeo@web133202.mail.ir2.yahoo.com> Message-ID: <1348122663.53195.YahooMailNeo@web133201.mail.ir2.yahoo.com> Hi Kenneth thanks for the reply and I found the Custom action code in RT wiki and below is the code hop this is the way to do it :) ??? Description: On Open change Correspond Status ??? Condirion: On Create ??? Action: User Defined ??? Template: Global template: Blank ??? stage: TransactionCreate ??? Custom condition: ??? my $txn = $self->TransactionObj; ??? my $type = $txn->Type; ??? return 0 unless $type eq "Status" ??? ??? || ( $type eq 'Set' && $txn->Field eq 'Status'); ??? return 0 unless $txn->OldValue eq "new"; ??? return 0 unless $txn->NewValue eq "open"; ??? return 1; ??? Custom action preparation code: ??? ??? my ($success, $msg) = $self->TicketObj->AddCustomFieldValue(Field => 'Correspond Status', Value => 'Work in Progress'); ??? if (!$success) { ??? $RT::Logger->error($msg); ??? return 0; ??? } ??? return 1; Thanks and Best Regards ________________________________ From: Kenneth Crocker To: RT User List Sent: Thursday, 20 September 2012, 11:38 Subject: Re: [rt-users] capture status change to apply custom filed status Asanka, That would probably be the transaction with a type of "Create". That's what triggers the ticket being created. If that is what you mean. kenn On Wed, Sep 19, 2012 at 3:25 AM, Asanka Gunasekera wrote: this > > > > >________________________________ > From: Asanka Gunasekera >To: "rt-users at lists.bestpractical.com" >Sent: Friday, 14 September 2012, 12:50 >Subject: capture status change to apply custom filed status > > > >Hi, how can I capture the action of "opening" (not the open status) a new ticket to apply a custom filed value to "Work in progress" > > >Thanks and regards > > > > >-------- >Final RT training for 2012 in Atlanta, GA - October 23 & 24 >? http://bestpractical.com/training > >We're hiring! http://bestpractical.com/jobs > > -------- Final RT training for 2012 in Atlanta, GA - October 23 & 24 ? http://bestpractical.com/training We're hiring! http://bestpractical.com/jobs -------------- next part -------------- An HTML attachment was scrubbed... URL: From bjoern.schulz at desy.de Thu Sep 20 04:00:25 2012 From: bjoern.schulz at desy.de (=?ISO-8859-1?Q?Bj=F6rn_Schulz?=) Date: Thu, 20 Sep 2012 10:00:25 +0200 Subject: [rt-users] R: 2. try ;-) Limit user in a perl script In-Reply-To: References: <5059CD34.8000609@desy.de> Message-ID: <505ACD19.6040304@desy.de> Hi Alberto, thx, thats a good idea! I try to build code for that. But first I've to thing about Thomas' hint. ;-) Cheers, Bjoern On 19.09.12 17:17, Scotto Alberto wrote: > Well, that's normal: you are scanning the whole tickets list again and again, for every user. > You should invert the nested loops such that you scan the tickets only once. > > Something like this (kind of pseudo-code): > > my $tickets = RT::Tickets->new($RT::SystemUser); > my @users_with_ticket; > # let's collect all the users who relate to some ticket > while (my $t = tickets->next) { > push @users_with_ticket, $t->Requestor; > push @users_with_ticket, $t->Owner; > # push all the other actors > } > # now, let's take the complement of the set users_with_ticket > my $users = RT::Users->new($RT::SystemUser) > my @users_without_ticket; > while(my $u = $users->next) { > if ($u IS NOT IN $users_with_ticket) push @users_without_ticket, $u; > } > > The last loop (just a draft) may still be critical, but considering that, in your case study, the bigger number is given by the tickets, I think you're quite safe. > > Regards > > AS > > ________________________________________ > Da: rt-users-bounces at lists.bestpractical.com [rt-users-bounces at lists.bestpractical.com] per conto di Bj?rn Schulz [bjoern.schulz at desy.de] > Inviato: mercoled? 19 settembre 2012 15.48 > A: rt-users at lists.bestpractical.com > Oggetto: [rt-users] 2. try ;-) Limit user in a perl script > > Hi! > > I try to ask again, because on my producton system it takes a very long > time to limit users (7 Minutes !!! per user :-(( ). > > I try to search for users with no connections to any ticket and no > connection to any attachments to delete them later. > > I can't use rt-shredder directly ;-) > > I try this: > > ... > my $user = RT::User->new($RT::SystemUser); > my $users = RT::Users->new($RT::SystemUser); > my $tix = RT::Tickets->new($RT::SystemUser); > > > $users->FindAllRows ; > > while (my $uid = $users->next ) { > my $tickets = RT::Tickets->new($RT::SystemUser); > $user->Load($uid); > $tickets->FromSQL(' > Type = "ticket" AND > Watcher ="'.$user->EmailAddress.'"'); > > Delete_User if ! $tickets->Count(); > ... > > > > But it takes much time (about 7 minutes per user ) > in my system for every user. > > ~500.000 tickets > ~ 61.100 users > > Is there a better method to limit the user with no tickets and no > attachments or what am I doing wrong? > > Cheers, > Bj?rn > > -------- > Final RT training for 2012 in Atlanta, GA - October 23 & 24 > http://bestpractical.com/training > > We're hiring! http://bestpractical.com/jobs > > > > > Alberto Scotto > > Blue Reply > Via Cardinal Massaia, 83 > 10147 - Torino - ITALY > phone: +39 011 29100 > al.scotto at reply.it > www.reply.it > > > ________________________________ > > -- > The information transmitted is intended for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the sender and delete the material from any computer. > From bjoern.schulz at desy.de Thu Sep 20 04:20:39 2012 From: bjoern.schulz at desy.de (=?UTF-8?B?QmrDtnJuIFNjaHVseg==?=) Date: Thu, 20 Sep 2012 10:20:39 +0200 Subject: [rt-users] 2. try ;-) Limit user in a perl script In-Reply-To: <505A08D6.6080209@bestpractical.com> References: <5059CD34.8000609@desy.de> <505A08D6.6080209@bestpractical.com> Message-ID: <505AD1D7.5030503@desy.de> Hi Thomas, > Why are you looking to delete users with no tickets in the first place? Because we have much spam users and 'typo-users' in the system. So I like to delete them. Why you asking? > > (Note that your search won't count deleted tickets that the user may be > a watcher on, but those tickets still exist and shredder will need to be > told what to do with them.) Upps, that's true. I'll wanted check also for deletetd tickets. Cheers, Bj?rn From asanka_gunasekera at yahoo.co.uk Thu Sep 20 04:44:50 2012 From: asanka_gunasekera at yahoo.co.uk (Asanka Gunasekera) Date: Thu, 20 Sep 2012 09:44:50 +0100 (BST) Subject: [rt-users] relations between reminder and ticket Message-ID: <1348130690.87684.YahooMailNeo@web133205.mail.ir2.yahoo.com> Hi anyone can tell me where RT keeps the relationship between a ticket and a reminder Thanks and Regards -------------- next part -------------- An HTML attachment was scrubbed... URL: From dominic.hargreaves at it.ox.ac.uk Thu Sep 20 04:51:03 2012 From: dominic.hargreaves at it.ox.ac.uk (Dominic Hargreaves) Date: Thu, 20 Sep 2012 09:51:03 +0100 Subject: [rt-users] Installing RT via Puppet In-Reply-To: References: <505A677F.2030409@bestpractical.com> <505A7C68.3040903@bnl.gov> Message-ID: <20120920085103.GA3017@gunboat-diplomat.oucs.ox.ac.uk> On Thu, Sep 20, 2012 at 04:12:24AM +0100, Mister Guru wrote: > Thanks Jason for your input - I'm currently trying to get hold of the > ubuntu package maintainer for RT. I'm currently wading through > launchpad, trying to find who to kick to get this moving - I've > dropped a line to the ubuntu users list, so hopefully I'll get some > assistance with this soon. There isn't one. request-tracker3.8 (and request-tracker4) in later releases isn't in Ubuntu main, only in Ubuntu universe. This means that support in stable releases is someone limited (I think Ubuntu call it "Community maintained" meaning.. it's up you). (I'm the principle maintainer of the packages in Debian, which is effectively Ubuntu's upstream in this regards). The best way to get the Ubuntu packages updated with those security fixes is by testing the patches on the bug report Thomas mentioned. I notice you asked about RT4 on ubuntu-users; packages for RT4 are already available in later releases of Ubuntu: http://packages.ubuntu.com/search?keywords=request-tracker4&searchon=sourcenames&suite=all§ion=all -- Dominic Hargreaves, Systems Development and Support Section IT Services, University of Oxford -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 198 bytes Desc: Digital signature URL: From dominic.hargreaves at it.ox.ac.uk Thu Sep 20 04:51:36 2012 From: dominic.hargreaves at it.ox.ac.uk (Dominic Hargreaves) Date: Thu, 20 Sep 2012 09:51:36 +0100 Subject: [rt-users] Installing RT via Puppet In-Reply-To: <505A8E1F.7030801@bestpractical.com> References: <505A677F.2030409@bestpractical.com> <505A7C68.3040903@bnl.gov> <505A8E1F.7030801@bestpractical.com> Message-ID: <20120920085135.GB3017@gunboat-diplomat.oucs.ox.ac.uk> On Wed, Sep 19, 2012 at 08:31:43PM -0700, Thomas Sibley wrote: > On 09/19/2012 07:16 PM, Jason A. Smith wrote: > > As a sysadmin who has also been using puppet for a few years now, I > > would prefer native packages over an installation from source. > > I'm not familiar with the conventions puppet manifests use, but I > understand this desire. My suggestion is based on the knowledge of how > often the Ubuntu and EPEL repositories are painfully out of date. > (Debian, as I noted before, is kept up to date, especially if you pin > from testing.) (or use stable-backports). -- Dominic Hargreaves, Systems Development and Support Section IT Services, University of Oxford -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 198 bytes Desc: Digital signature URL: From bart at pleh.info Thu Sep 20 05:04:33 2012 From: bart at pleh.info (Bart) Date: Thu, 20 Sep 2012 11:04:33 +0200 Subject: [rt-users] Nagios Plugin modified to do the same for Zabbix e-mails Message-ID: Hi everyone, In our setup we're using Zabbix for monitoring and thus Zabbix sends e-mails to RT for our support-desk. Before Zabbix we used Nagios and thus also had the Nagios plugin installed for merging similar e-mails together and closing a ticket when an e-mail comes with the status RECOVERED. As such I've modified the actual script for the Nagios plugin so that it handles the Zabbix e-mails instead of Nagios e-mails. This script requirers the following settings in your Zabbix action which sends the e-mail: - Subject: {TRIGGER.STATUS} - {TRIGGER.SEVERITY} - {TRIGGER.NAME} - Conditions: - Type: OR - Trigger severity = Disaster - Trigger severity = High - Trigger severity = Average - Trigger severity = Warning In my opinion the default subject is a little limiting, I've added the severity to make it a little more informative for the person reading it. Other then that the content of the e-mail that Zabbix sends doesn't matter, this plugin only checks the subject. The actual modifications that I've made were done in the following file: /opt/rt4/local/plugins/RT-Extension-Nagios/lib/RT/Action/UpdateNagiosTickets.pm Below you'll find the content of that file with the modifications needed for Zabbix, the modifications are marked with bold text: package RT::Action::UpdateNagiosTickets; use strict; use warnings; use base qw(RT::Action); sub Describe { my $self = shift; return ( ref $self ); } sub Prepare { return (1); } sub Commit { my $self = shift; my $attachment = $self->TransactionObj->Attachments->First; return 1 unless $attachment; my $new_ticket = $self->TicketObj; my $new_ticket_id = $new_ticket->id; my $subject = $attachment->GetHeader('Subject'); return unless $subject; * if ( my ( $type, $problem_severity, $problem_type ) =* $subject =~ * m{(PROBLEM|OK|UNKNOWN)\s+-\s+(Warning|Average|High|Disaster)\s+-\s+([^/]+)/?(.*)}i * ) { $problem_type ||= ''; $RT::Logger->info( *"Extracted type, problem_severity and problem_type from* *subject with values $type, $problem_severity and $problem_type"* ); my $tickets = RT::Tickets->new( $self->CurrentUser ); $tickets->LimitQueue( VALUE => $new_ticket->Queue ) unless RT->Config->Get('NagiosSearchAllQueues'); $tickets->LimitSubject( * VALUE => "$problem_type",* OPERATOR => 'LIKE', ); my @active = RT::Queue->ActiveStatusArray(); for my $active (@active) { $tickets->LimitStatus( VALUE => $active, OPERATOR => '=', ); } my $resolved = RT->Config->Get('NagiosResolvedStatus') || 'resolved'; if ( my $merge_type = RT->Config->Get('NagiosMergeTickets') ) { my $merged_ticket; $tickets->OrderBy( FIELD => 'Created', ORDER => $merge_type > 0 ? 'DESC' : 'ASC', ); $merged_ticket = $tickets->Next; while ( my $ticket = $tickets->Next ) { my ( $ret, $msg ) = $ticket->MergeInto( $merged_ticket->id ); if ( !$ret ) { $RT::Logger->error( 'failed to merge ticket ' . $ticket->id . " into " . $merged_ticket->id . ": $msg" ); } } * if ( $type eq 'OK' ) {* my ( $ret, $msg ) = $merged_ticket->SetStatus($resolved); if ( !$ret ) { $RT::Logger->error( 'failed to resolve ticket ' . $merged_ticket->id . ":$msg" ); } } } * elsif ( $type eq 'OK' ) {* while ( my $ticket = $tickets->Next ) { my ( $ret, $msg ) = $ticket->Comment( Content => 'going to be resolved by ' . $new_ticket_id, Status => $resolved, ); if ( !$ret ) { $RT::Logger->error( 'failed to comment ticket ' . $ticket->id . ": $msg" ); } ( $ret, $msg ) = $ticket->SetStatus($resolved); if ( !$ret ) { $RT::Logger->error( 'failed to resolve ticket ' . $ticket->id . ": $msg" ); } } my ( $ret, $msg ) = $new_ticket->SetStatus($resolved); if ( !$ret ) { $RT::Logger->error( 'failed to resolve ticket ' . $new_ticket->id . ":$msg" ); } } } } 1; I haven't made any other changes to the Nagios plugin, by default the plugin does what it should do. The only difference is that the subject regex is different and the RECOVERED status with Zabbix is OK. Below my settings for the Nagios plugin in the RT_SiteConfig: Set($NagiosSearchAllQueues, 1); Set($NagiosMergeTickets, -1); Set($NagiosResolvedStatus, "resolved"); You can find the Nagios plugin on this page: - http://search.cpan.org/dist/RT-Extension-Nagios/lib/RT/Extension/Nagios.pm I'm sadly not handy enough with these plugins to make a new plugin out of this, or to make the required modifications to update the Nagios plugin e.g. allow setting the regex + RECOVERY/OK status, etc. in the RT_SiteConfig. Basically making it more customizable. So these modifications will have to do, I hope this helps a few others out there that also use Zabbix for monitoring. -- Bart -------------- next part -------------- An HTML attachment was scrubbed... URL: From info at fundingsolution.org Thu Sep 20 08:13:38 2012 From: info at fundingsolution.org (FUNDING SOLUTION) Date: Thu, 20 Sep 2012 17:43:38 +0530 Subject: [rt-users] Installing RT via Puppet References: <505A677F.2030409@bestpractical.com> <505A7C06.6060302@bestpractical.com> Message-ID: <014001cd9729$60ecfe10$941bf579@arun> pl remove us from yr mailing list ----- Original Message ----- From: "Thomas Sibley" To: Sent: Thursday, September 20, 2012 07:44 Subject: Re: [rt-users] Installing RT via Puppet > On 09/19/2012 07:00 PM, Mister Guru wrote: >> Darn!! Well, it still is good advice - My Puppet-Fu is about to be >> stretched! - I'll make a note on github, and start thinking about >> how best to accomplish this - as always, advice and comments are >> welcome. > > A bit of soapbox, FYI: > > All of the request-tracker3.8 packages in Ubuntu are old enough to > be missing security fixes [1]. (The Debian packages of the same name > are patched thanks very much to the RT maintainer for Debian.) > > If you'd like this not to continue to be the case, visiting the bug > report [2] and marking it as affecting you (green link near the top left) > might help. > > [1] > http://packages.ubuntu.com/search?keywords=request-tracker3.8&searchon=names&suite=all§ion=all > [2] > https://bugs.launchpad.net/ubuntu/+source/request-tracker3.8/+bug/1004834 > > -------- > Final RT training for 2012 in Atlanta, GA - October 23 & 24 > http://bestpractical.com/training > > We're hiring! http://bestpractical.com/jobs From info at fundingsolution.org Thu Sep 20 08:13:52 2012 From: info at fundingsolution.org (FUNDING SOLUTION) Date: Thu, 20 Sep 2012 17:43:52 +0530 Subject: [rt-users] Installing RT via Puppet References: <505A677F.2030409@bestpractical.com> Message-ID: <014701cd9729$693bc330$941bf579@arun> pl remove us from yr mailing list ----- Original Message ----- From: "Mister Guru" To: Cc: Sent: Thursday, September 20, 2012 07:30 Subject: Re: [rt-users] Installing RT via Puppet > On 20 September 2012 01:46, Thomas Sibley wrote: >> On 09/19/2012 04:59 PM, Mister Guru wrote: >>> So far we have the basic packages required to install RT, now I'm going >>> to begin working on configuration of the install. I'm open to >>> suggestions and comments, good or bad :) >>> >>> The aim is to get this working on RPM and DEB platforms. Any feedback >>> and input is welcome. In a few days, when some more progress has been >>> made, >>> I'll spread the word on the devel lists >> >> I think you'll find it easier to achieve cross-platform installation if >> you abandon dist-specific packages of RT and install RT itself from >> source (via puppet, of course). >> >> I'd also suggest starting with version 4 not 3.8; 3.8 is approaching end >> of life. [1] >> >> [1] http://blog.bestpractical.com/2012/08/release-scheduling.html > > Darn!! Well, it still is good advice - My Puppet-Fu is about to be > stretched! - I'll make a note on github, and start thinking about how > best to accomplish this - as always, advice and comments are welcome. > > -------- > Final RT training for 2012 in Atlanta, GA - October 23 & 24 > http://bestpractical.com/training > > We're hiring! http://bestpractical.com/jobs From info at fundingsolution.org Thu Sep 20 08:14:12 2012 From: info at fundingsolution.org (FUNDING SOLUTION) Date: Thu, 20 Sep 2012 17:44:12 +0530 Subject: [rt-users] Installing RT via Puppet References: <505A677F.2030409@bestpractical.com> Message-ID: <014a01cd9729$74b51450$941bf579@arun> pl remove us from yr mailing list ----- Original Message ----- From: "Thomas Sibley" To: Sent: Thursday, September 20, 2012 06:16 Subject: Re: [rt-users] Installing RT via Puppet > On 09/19/2012 04:59 PM, Mister Guru wrote: >> So far we have the basic packages required to install RT, now I'm going >> to begin working on configuration of the install. I'm open to >> suggestions and comments, good or bad :) >> >> The aim is to get this working on RPM and DEB platforms. Any feedback >> and input is welcome. In a few days, when some more progress has been >> made, >> I'll spread the word on the devel lists > > I think you'll find it easier to achieve cross-platform installation if > you abandon dist-specific packages of RT and install RT itself from > source (via puppet, of course). > > I'd also suggest starting with version 4 not 3.8; 3.8 is approaching end > of life. [1] > > [1] http://blog.bestpractical.com/2012/08/release-scheduling.html > > -------- > Final RT training for 2012 in Atlanta, GA - October 23 & 24 > http://bestpractical.com/training > > We're hiring! http://bestpractical.com/jobs From info at fundingsolution.org Thu Sep 20 08:14:45 2012 From: info at fundingsolution.org (FUNDING SOLUTION) Date: Thu, 20 Sep 2012 17:44:45 +0530 Subject: [rt-users] time worked report References: <505A3DCA.8010302@nic.cr> <505A452C.1010804@bestpractical.com> Message-ID: <015f01cd9729$88901650$941bf579@arun> pl remove us from yr mailing list ----- Original Message ----- From: "Thomas Sibley" To: Sent: Thursday, September 20, 2012 03:50 Subject: Re: [rt-users] time worked report > On 09/19/2012 02:48 PM, Frankie Gibbs wrote: >> I currently use the RT 3.8.7 and I need to automatically calculate the >> time worked on each ticket, is this possible?. how I can do to get that >> report? > > Construct the search for the tickets you want using the Query Builder > and then add the TimeWorked column to the format at the bottom of the > builder. Then run the search to see your results. You can download the > results as a spreadsheet (TSV) using Feeds ? Spreadsheet. > > > -------- > Final RT training for 2012 in Atlanta, GA - October 23 & 24 > http://bestpractical.com/training > > We're hiring! http://bestpractical.com/jobs > From info at fundingsolution.org Thu Sep 20 08:15:15 2012 From: info at fundingsolution.org (FUNDING SOLUTION) Date: Thu, 20 Sep 2012 17:45:15 +0530 Subject: [rt-users] time worked report References: <505A3E80.3070608@nic.cr> Message-ID: <017701cd9729$9a33c5f0$941bf579@arun> pl remove us from yr mailing list ----- Original Message ----- From: Frankie Gibbs To: rt-users at bestpractical.com Sent: Thursday, September 20, 2012 03:22 Subject: [rt-users] time worked report I currently use the RT 3.8.7 and I need to automatically calculate the time worked on each ticket, is this possible?. how I can do to get that report? thanks -- ------------------------------------------------------------------------------ -------- Final RT training for 2012 in Atlanta, GA - October 23 & 24 http://bestpractical.com/training We're hiring! http://bestpractical.com/jobs -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: firmasNic3_r5_c1.jpg Type: image/jpeg Size: 39453 bytes Desc: not available URL: From falcone at bestpractical.com Thu Sep 20 12:04:23 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 20 Sep 2012 12:04:23 -0400 Subject: [rt-users] ADMINISTRIVIA Re: time worked report In-Reply-To: <017701cd9729$9a33c5f0$941bf579@arun> References: <505A3E80.3070608@nic.cr> <017701cd9729$9a33c5f0$941bf579@arun> Message-ID: <20120920160423.GW98865@jibsheet.com> Apologies for the noise. I've dealt with the user. Also, apologies to anyone else who received the offer to "fund your new company or do debt-consolidation" from them. They appear to have replied to a few people last week. -kevin On Thu, Sep 20, 2012 at 05:45:15PM +0530, FUNDING SOLUTION wrote: > pl remove us from yr mailing list > > ----- Original Message ----- > From: [1]Frankie Gibbs > To: [2]rt-users at bestpractical.com > Sent: Thursday, September 20, 2012 03:22 > Subject: [rt-users] time worked report > I currently use the RT 3.8.7 and I need to automatically calculate the time worked on each > ticket, is this possible?. how I can do to get that report? -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From trs at bestpractical.com Thu Sep 20 12:53:12 2012 From: trs at bestpractical.com (Thomas Sibley) Date: Thu, 20 Sep 2012 09:53:12 -0700 Subject: [rt-users] capture status change to apply custom filed status In-Reply-To: <1348122663.53195.YahooMailNeo@web133201.mail.ir2.yahoo.com> References: <1347607212.70386.YahooMailNeo@web133202.mail.ir2.yahoo.com> <1348050356.56637.YahooMailNeo@web133202.mail.ir2.yahoo.com> <1348122663.53195.YahooMailNeo@web133201.mail.ir2.yahoo.com> Message-ID: <505B49F8.5060800@bestpractical.com> On 09/19/2012 11:31 PM, Asanka Gunasekera wrote: > Description: On Open change Correspond Status > Condirion: On Create > Action: User Defined > Template: Global template: Blank > stage: TransactionCreate > > Custom condition: > > my $txn = $self->TransactionObj; > my $type = $txn->Type; > return 0 unless $type eq "Status" > || ( $type eq 'Set' && $txn->Field eq 'Status'); > > return 0 unless $txn->OldValue eq "new"; > return 0 unless $txn->NewValue eq "open"; > return 1; Custom condition makes no sense since you're using the built-in On Create condition. It's not getting run, and you should remove it. > Custom action preparation code: > > my ($success, $msg) = $self->TicketObj->AddCustomFieldValue(Field => > 'Correspond Status', Value => 'Work in Progress'); > if (!$success) { > $RT::Logger->error($msg); > return 0; > } > return 1; All actions should be in the "Custom action cleanup code". Prepare is used to check if the action can run, and in your case it should simply return 1. Putting record updates in Prepare means you might end up with duplicate transactions. From wsartori at gmail.com Thu Sep 20 17:18:43 2012 From: wsartori at gmail.com (Wagner Sartori Junior) Date: Thu, 20 Sep 2012 18:18:43 -0300 Subject: [rt-users] RT-Shredder error Message-ID: Any clue on why am I receiving this error? "Couldn't wipeout object: Wrong link link_meta, no record for RunsOn" Complete error: http://pastebin.com/ax5ER1K7 I have a 70Gb RT database and I can't shred my database anymore. I already ran rt-validator --check --resolve --force. Thanks, Wagner Sartori Junior -------------- next part -------------- An HTML attachment was scrubbed... URL: From abendickson at gmail.com Thu Sep 20 19:37:52 2012 From: abendickson at gmail.com (Aaron Bendickson) Date: Thu, 20 Sep 2012 16:37:52 -0700 Subject: [rt-users] .wav files no longer play in browser Message-ID: Just recently updated from v3.8.8 to v4.0.7 and one thing I can't seem to figure out is why .wav file attachments no longer play in the browser. If I download the attachment to disk it plays fine but not when opened in the browser window. This is making my telephone support users quite upset. Using Safari 6 on Mac OS X. Any advice here? Thanks! From ptomblin at xcski.com Thu Sep 20 19:43:00 2012 From: ptomblin at xcski.com (Paul Tomblin) Date: Thu, 20 Sep 2012 19:43:00 -0400 Subject: [rt-users] .wav files no longer play in browser In-Reply-To: References: Message-ID: Apache probably isn't returning the correct content type for them. On Thursday, September 20, 2012, Aaron Bendickson wrote: > Just recently updated from v3.8.8 to v4.0.7 and one thing I can't seem > to figure out is why .wav file attachments no longer play in the > browser. If I download the attachment to disk it plays fine but not > when opened in the browser window. This is making my telephone support > users quite upset. > > Using Safari 6 on Mac OS X. > > Any advice here? Thanks! > > -------- > Final RT training for 2012 in Atlanta, GA - October 23 & 24 > http://bestpractical.com/training > > We're hiring! http://bestpractical.com/jobs > -- http://www.linkedin.com/in/paultomblin http://careers.stackoverflow.com/ptomblin -------------- next part -------------- An HTML attachment was scrubbed... URL: From tom.robinson at motec.com.au Fri Sep 21 01:21:54 2012 From: tom.robinson at motec.com.au (Tom Robinson) Date: Fri, 21 Sep 2012 15:21:54 +1000 Subject: [rt-users] Multiple Instances or Another Queue Message-ID: <505BF972.9030900@motec.com.au> Hi, I've been using RT since 3.8.8 for our internal IT requests. It works well but I've never really done much with Queues. I created one extra one to segregate some specific issues but that's it. Also, I'm the only one who's had to use it in anger until now. My understanding of RT and specifically Queue separation (e.g. by department, etc.) is very limited. As an aside, I recently upgraded to RT 4.0.7 and implemented Authen-ExternalAuth which works great. We now have a requirement to use RT for external support for a new department within our organisation. Originally they requested a new instance of RT to be set up (they wanted a separate database). I have been looking at several options to do this but I'm not satisfied with any multiple instance set up configurations. I'm really unsure of the best way to move forward. The options that I see so far are: 1. Use a new queue for the new department, isolating administration and users for that department to that queue. 2. Run two instances by following http://requesttracker.wikia.com/wiki/MultipleInstances (requires hacking the code to make this work on 4.0.7). 3. Run two installations side by side having compiled with different configuration options. I am curious to know what you all think about these options and what is the recommended way to do what we want to do. I can see pros and cons for each of the choices above. A separate instance is so clear cut but the future upgrades and maintenance issues bother me. Personally I would choose number one but I need reasons to take back to the new department head so I can explain my choice and convince him it is the right thing to do. I would also need some pointers on the best way configure that option. Many thanks, Tom -- Tom Robinson System Administrator MoTeC Pty Ltd 121 Merrindale Drive Croydon South 3136 Victoria Australia T: +61 3 9761 5050 F: +61 3 9761 5051 E: tom.robinson at motec.com.au -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 250 bytes Desc: OpenPGP digital signature URL: From jzabolotnyi at arces.net Fri Sep 21 02:42:57 2012 From: jzabolotnyi at arces.net (Jack Zabolotnyi) Date: Fri, 21 Sep 2012 08:42:57 +0200 Subject: [rt-users] Notify user from scrip about missing field In-Reply-To: References: Message-ID: Thank you for your reply. Hovewer, it's not an option for me to notify users via email, because it will make a lot of mess: user replies in ticket, hist reply is not accepted (but is accepted on web-page, and later deleted), user receives email that his comment was not accepted... I'm sure this will not make any good for me... I was trying to deal with this using mandatory fields, but as i found out, they are not so mandatory: if someone who's unable to view field creates ticket, RT accepts it, and this mandatory field has value '(no value)'. And even if someone later updates ticket, rt will accept changes even if value for such field was not set... This is very sad for me.... On Thu, Sep 20, 2012 at 8:20 AM, Kenneth Crocker wrote: > Jack, > > I don't think RT allows a scrip to send a message to the screen. That > would be a REAL nice enhancement. I got around the problem by triggering an > email to notify the person making the change that the change was NOT > accepted and that the ticket was reverted to the original status. > > Hope this helps. > > Kenn > > On Fri, Sep 14, 2012 at 10:44 AM, Jack Zabolotnyi wrote: > >> Hi. >> >> Is there any way to notify user from scrip about missing fields? I'm >> looking for something similar to RT's behaviour if mandatory field's value >> is missing (RT reports an error and doesn't accept transaction) but to be >> triggered from scrip. >> >> Thanks in avance. >> >> -- >> Jack Zabolotnyi >> Arces Network, LLC >> >> e: jzabolotnyi at arces.net >> w: http://www.arces.net >> >> PGP key: 2048R/7F2AB658 2012-07-02 >> PGP fingerprint: 4C7E 00A8 5210 F3D9 0509 C70E 87C8 666E 7F2A B658 >> >> >> >> -------- >> Final RT training for 2012 in Atlanta, GA - October 23 & 24 >> http://bestpractical.com/training >> >> We're hiring! http://bestpractical.com/jobs >> >> > > > -------- > Final RT training for 2012 in Atlanta, GA - October 23 & 24 > http://bestpractical.com/training > > We're hiring! http://bestpractical.com/jobs > > -- Jack Zabolotnyi Arces Network, LLC e: jzabolotnyi at arces.net w: http://www.arces.net PGP key: 2048R/7F2AB658 2012-07-02 PGP fingerprint: 4C7E 00A8 5210 F3D9 0509 C70E 87C8 666E 7F2A B658 -------------- next part -------------- An HTML attachment was scrubbed... URL: From l.fernandez at outremer-telecom.fr Fri Sep 21 03:46:18 2012 From: l.fernandez at outremer-telecom.fr (Laurent FERNANDEZ) Date: Fri, 21 Sep 2012 09:46:18 +0200 Subject: [rt-users] LDAP on RT RT 3.8.14 with RT-Authen-ExternalAuth-0.11 In-Reply-To: <18F11B2A-5AA8-4AEE-9F06-6B9F75A7EAD8@outremer-telecom.fr> References: <18F11B2A-5AA8-4AEE-9F06-6B9F75A7EAD8@outremer-telecom.fr> Message-ID: <5BC15314-A0FE-4842-B753-F228A059B84A@outremer-telecom.fr> Hi all, I'm trying to configure LDAP authentication on RT3.8.14 with RT-Authen-to-0.11 ExternalAuth authentication on an ACTIVE DIRECTORY. After having made the config RT_SiteConfig.pm, I raise the httpd. ----------------------------------------------------------------------------------------- When I authenticate on the login page I get the following message: ----------------------------------------------------------------------------------------- "An internal RT error has occurred. Your administrator can find more details in RT's log files." ---------------------------------------------------- In rt.log I have the following messages: ---------------------------------------------------- [Fri Sep 21 07:18:45 2012] [debug]: Attempting to use external auth service: My_LDAP (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:186) [Fri Sep 21 07:18:45 2012] [debug]: Calling UserExists with $username (myuser) and $service (My_LDAP) (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:227) [Fri Sep 21 07:18:45 2012] [debug]: UserExists params: username: myuser , service: My_LDAP (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:299) [Fri Sep 21 07:18:45 2012] [error]: Not a HASH reference at /opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm line 311. (/opt/rt3/bin/../lib/RT/Interface/Web/Handler.pm:277) ------------------------------------------------------------------------------------------ Note: With tcpdump, I do not see any request sent to the LDAP server ------------------------------------------------------------------------------------------ ------------------------------------------------- Below is a part of RT_SiteConfig.pm ------------------------------------------------- Set($ExternalAuthPriority, [ 'My_LDAP' ] ); Set($ExternalInfoPriority, [ 'My_LDAP' ] ); ### Enable/Disable LDAP services Set($LdapExternalAuth, 1); Set($LdapExternalInfo, 1); Set($WebExternalAuth , '0'); Set($ExternalServiceUsesSSLorTLS, 0); Set($AutoCreateNonExternalUsers, 1); Set($ExternalSettings, {'My_LDAP' => { 'type' => 'ldap', 'server' => 'x.x.x.x', 'user' => 'cn=sync-rt,dc=corp,dc=omt,dc=lcl', 'pass' => 'xxxxxxxx', 'base' => 'dc=corp,dc=omt,dc=lcl', 'filter' => '(&(objectClass=user)(samaccounttype=805306368)(objectCategory=person)(cn=*))', 'd_filter' => '(userAccountControl:1.2.840.113556.1.4.803:=2)', 'tls' => 0, 'ssl_version' => 3, 'net_ldap_args' => [ version => 3 ], 'group' => 'ou=OU_utilisateurs,dc=corp,dc=omt,dc=lcl', 'group_attr' => 'member', 'attr_match_list' => [ 'Name', 'EmailAddress'], 'attr_map' => [ 'Name' => 'cn', 'EmailAddress' => 'mail', 'Organization' => 'physicalDeliveryOfficeName', 'RealName' => 'cn', 'ExternalAuthId' => 'samaccountname', 'Gecos' => 'samaccountname', 'Address1' => 'streetAddress', 'City' => 'l', 'State' => 'st', 'Zip' => 'postalCode', 'Country' => 'co', 'WorkPhone' => 'telephoneNumber' ], }, } Do you have an idea of ??the problem? Thank you for your help Laurent From AlexYoung at HousingPartners.co.uk Fri Sep 21 07:01:01 2012 From: AlexYoung at HousingPartners.co.uk (Alex Young) Date: Fri, 21 Sep 2012 12:01:01 +0100 Subject: [rt-users] clone ticket- disabling cloning of some fields RT4.0.5 Message-ID: <930F3731A784414087B33E439A5556345FF8EE@s-wor-e-001.SCOUTSOFFICE.local> Is it possible to disable cloning of the time worked, time estimated, timeleft, priority, owner etc when clicking the 'create' link on a ticket without editing the Create.html page? I saw a patch was submitted for 3.8.x in 2009 to make this a configurable option, but it looks like it didn't make it to RT4. From cloos at netcologne.de Fri Sep 21 07:48:30 2012 From: cloos at netcologne.de (Christian Loos) Date: Fri, 21 Sep 2012 13:48:30 +0200 Subject: [rt-users] clone ticket- disabling cloning of some fields RT4.0.5 In-Reply-To: <930F3731A784414087B33E439A5556345FF8EE@s-wor-e-001.SCOUTSOFFICE.local> References: <930F3731A784414087B33E439A5556345FF8EE@s-wor-e-001.SCOUTSOFFICE.local> Message-ID: <505C540E.8050909@netcologne.de> Am 21.09.2012 13:01, schrieb Alex Young: > Is it possible to disable cloning of the time worked, time estimated, > timeleft, priority, owner etc when clicking the 'create' link on a > ticket without editing the Create.html page? > > I saw a patch was submitted for 3.8.x in 2009 to make this a > configurable option, but it looks like it didn't make it to RT4. > I have recently done this for our RT 4.0.7 but with changing the Create.html. Attached an patch. You have to put this in etc/Site_Config.pm: Set(@SkipFieldsOnTicketClone, qw( Owner Priority TimeEstimated TimeWorked TimeLeft ) ); I will send this within the next days to BPS to maybe integrate this in RT 4.2. Chris -------------- next part -------------- >From 53272e2154ad5c3b44580e569194473544cfe594 Mon Sep 17 00:00:00 2001 From: Christian Loos Date: Wed, 29 Aug 2012 16:30:37 +0200 Subject: [PATCH] new config option $SkipFieldsOnTicketClone --- html/Ticket/Create.html | 6 ++++-- 1 files changed, 4 insertions(+), 2 deletions(-) diff --git a/html/Ticket/Create.html b/html/Ticket/Create.html index f6ba2e6..5493685 100644 --- a/html/Ticket/Create.html +++ b/html/Ticket/Create.html @@ -346,8 +346,10 @@ if ($CloneTicket) { @cf_values; } - for ( keys %$clone ) { - $ARGS{$_} = $clone->{$_} if not defined $ARGS{$_}; + my @skip_fields = RT->Config->Get('SkipFieldsOnTicketClone'); + foreach my $field ( keys %$clone ) { + next if grep {$_ eq $field} @skip_fields; + $ARGS{$field} = $clone->{$field} if not defined $ARGS{$field}; } } -- 1.7.2.5 From reg.bestpractical at posterus.com Fri Sep 21 08:52:52 2012 From: reg.bestpractical at posterus.com (Maciej Dobrzanski) Date: Fri, 21 Sep 2012 14:52:52 +0200 Subject: [rt-users] Notify user from scrip about missing field In-Reply-To: References: Message-ID: <017a01cd97f8$03d66c00$0b834400$@bestpractical@posterus.com> Jack, > I was trying to deal with this using mandatory fields, but as i found out, they are not so > mandatory: if someone who's unable to view field creates ticket, RT accepts it, You should be able to achieve what you want through callbacks. For example BeforeCreate in Create.html allows you to set $skip_create in order to prevent a new ticket from being created. If you search the wiki, I think you will find some examples how to do it. Best regards, Maciek From AlexYoung at HousingPartners.co.uk Fri Sep 21 08:56:53 2012 From: AlexYoung at HousingPartners.co.uk (Alex Young) Date: Fri, 21 Sep 2012 13:56:53 +0100 Subject: [rt-users] clone ticket- disabling cloning of some fields RT4.0.5 In-Reply-To: <505C540E.8050909@netcologne.de> References: <930F3731A784414087B33E439A5556345FF8EE@s-wor-e-001.SCOUTSOFFICE.local> <505C540E.8050909@netcologne.de> Message-ID: <930F3731A784414087B33E439A5556345FF949@s-wor-e-001.SCOUTSOFFICE.local> Thanks, just what I needed. -----Original Message----- From: Christian Loos [mailto:cloos at netcologne.de] Sent: 21 September 2012 12:49 To: Alex Young Cc: rt-users at lists.bestpractical.com Subject: Re: clone ticket- disabling cloning of some fields RT4.0.5 Am 21.09.2012 13:01, schrieb Alex Young: > Is it possible to disable cloning of the time worked, time estimated, > timeleft, priority, owner etc when clicking the 'create' link on a > ticket without editing the Create.html page? > > I saw a patch was submitted for 3.8.x in 2009 to make this a > configurable option, but it looks like it didn't make it to RT4. > I have recently done this for our RT 4.0.7 but with changing the Create.html. Attached an patch. You have to put this in etc/Site_Config.pm: Set(@SkipFieldsOnTicketClone, qw( Owner Priority TimeEstimated TimeWorked TimeLeft ) ); I will send this within the next days to BPS to maybe integrate this in RT 4.2. Chris From trs at bestpractical.com Fri Sep 21 13:10:31 2012 From: trs at bestpractical.com (Thomas Sibley) Date: Fri, 21 Sep 2012 10:10:31 -0700 Subject: [rt-users] Multiple Instances or Another Queue In-Reply-To: <505BF972.9030900@motec.com.au> References: <505BF972.9030900@motec.com.au> Message-ID: <505C9F87.4080705@bestpractical.com> On 09/20/2012 10:21 PM, Tom Robinson wrote: > 1. Use a new queue for the new department, isolating administration and users for that department to > that queue. A very reasonable option that works Right Now without much additional effort. Consider if the new department is going to want lots of queues down the road, or custom visual branding, etc. Anything you do in a single RT will affect all departments using it, so you need flexibility from your users. The question to answer to determine between 1 and 3 (2 is right out) is "How customized do you predict the new department is going to need their RT?" (i.e. why do they want a separate database). > 2. Run two instances by following http://requesttracker.wikia.com/wiki/MultipleInstances (requires > hacking the code to make this work on 4.0.7). The hacks described in that wiki page lead to more complications than they are ever worth. > 3. Run two installations side by side having compiled with different configuration options. This is the dead simple option, and completely reasonable. Upgrades within the 4.0 stable series are intentionally small and designed to be safe. When you do a larger upgrade to 4.2 down the road, you can upgrade one install and use what you learned to upgrade the other that much quicker. If you keep local customizations clean, upgrades are pretty painless (esp. starting from 4.0.7). FWIW, Best Practical uses option #3. The RT source code is tiny, and it gives us clean separation between public facing RT and internal RTs. The added overhead of administering more than one install is not much once you have processes set down for doing it to a single RT. From dalamars at gmail.com Fri Sep 21 14:56:57 2012 From: dalamars at gmail.com (Paul Muther) Date: Fri, 21 Sep 2012 11:56:57 -0700 Subject: [rt-users] time worked report In-Reply-To: References: <505A3DCA.8010302@nic.cr> <505A452C.1010804@bestpractical.com> Message-ID: <4BBF5A10-9A89-4D7C-8658-39EF8256B72E@gmail.com> Thank you Kenneth. That does help. The one thing I'm struggling with is the Time Worked. I only want to see the Time Worked for that week. For example if I have a ticket that has 40 hours of work over two weeks, I only want Time Worked to reflect the time put in during the week the report covers. So if the split is 18 hours one week, and 22 the following week, I should only see either 18 hours or 22 hours depending on the week selected for the report. I hope I'm not rambling. :-) What I have done thus far is to run a SQL query looking at the time worked for each ticket update and manually adding them up. Not the best solution to be sure. I was hoping there was a better way. Thanks very much, Paul M On Sep 19, 2012, at 11:02 PM, Kenneth Crocker wrote: > Paul, > > Like Thomas said, build the query you want and add the Timeworked column. However, to make this a weekly report, you need to put it in a dashboard set to run weekly. That would do it. > > Hope this helps. > > Kenn > > On Wed, Sep 19, 2012 at 3:41 PM, Paul Muther wrote: > Is there a way to do this easily to show time worked for a range of dates? For example if I submit time for techs on a weekly basis showing the effort put into each ticket? Currently I'm using a rather unreliable method of table joins and a back end SQL query. > > In almost all implementations of this there is a desire to look at TechA and see the time he/she has contributed to a ticket. In most cases the ticket is owned by that individual so all theTime Worked within that week can be counted toward the person. > > In other cases I need to know how much in the way of man hours was spent working tickets for a given week, even if the ticket spans multiple weeks. There seems to be no easy way to pull that data without opening new tickets at the beginning of each work week and closing them at the end. > > Thanks much. > > On Sep 19, 2012, at 3:20 PM, Thomas Sibley wrote: > > > On 09/19/2012 02:48 PM, Frankie Gibbs wrote: > >> I currently use the RT 3.8.7 and I need to automatically calculate the > >> time worked on each ticket, is this possible?. how I can do to get that > >> report? > > > > Construct the search for the tickets you want using the Query Builder > > and then add the TimeWorked column to the format at the bottom of the > > builder. Then run the search to see your results. You can download the > > results as a spreadsheet (TSV) using Feeds ? Spreadsheet. > > > > > > -------- > > Final RT training for 2012 in Atlanta, GA - October 23 & 24 > > http://bestpractical.com/training > > > > We're hiring! http://bestpractical.com/jobs > > > -------- > Final RT training for 2012 in Atlanta, GA - October 23 & 24 > http://bestpractical.com/training > > We're hiring! http://bestpractical.com/jobs > > > -------- > Final RT training for 2012 in Atlanta, GA - October 23 & 24 > http://bestpractical.com/training > > We're hiring! http://bestpractical.com/jobs -------------- next part -------------- An HTML attachment was scrubbed... URL: From bluethundr at gmail.com Sat Sep 22 14:24:54 2012 From: bluethundr at gmail.com (Tim Dunphy) Date: Sat, 22 Sep 2012 14:24:54 -0400 Subject: [rt-users] limit group view Message-ID: hello, I have a simple question. How do I limit an RT group so that it can only see it's own queue and dashboard? Thanks Tim -- GPG me!! gpg --keyserver pool.sks-keyservers.net --recv-keys F186197B -------------- next part -------------- An HTML attachment was scrubbed... URL: From tom.robinson at motec.com.au Sun Sep 23 20:46:57 2012 From: tom.robinson at motec.com.au (Tom Robinson) Date: Mon, 24 Sep 2012 10:46:57 +1000 Subject: [rt-users] Multiple Instances or Another Queue In-Reply-To: <505C9F87.4080705@bestpractical.com> References: <505BF972.9030900@motec.com.au> <505C9F87.4080705@bestpractical.com> Message-ID: <505FAD81.6060007@motec.com.au> On 22/09/12 03:10, Thomas Sibley wrote: > On 09/20/2012 10:21 PM, Tom Robinson wrote: >> 1. Use a new queue for the new department, isolating administration and users for that department to >> that queue. > A very reasonable option that works Right Now without much additional > effort. Consider if the new department is going to want lots of queues > down the road, or custom visual branding, etc. Anything you do in a > single RT will affect all departments using it, so you need flexibility > from your users. > > The question to answer to determine between 1 and 3 (2 is right out) is > "How customized do you predict the new department is going to need their > RT?" (i.e. why do they want a separate database). I see that this could be a good option but less flexible. >> 2. Run two instances by following http://requesttracker.wikia.com/wiki/MultipleInstances (requires >> hacking the code to make this work on 4.0.7). > The hacks described in that wiki page lead to more complications than > they are ever worth. Yes, that made me quite hesitant. >> 3. Run two installations side by side having compiled with different configuration options. > This is the dead simple option, and completely reasonable. Upgrades > within the 4.0 stable series are intentionally small and designed to be > safe. When you do a larger upgrade to 4.2 down the road, you can > upgrade one install and use what you learned to upgrade the other that > much quicker. If you keep local customizations clean, upgrades are > pretty painless (esp. starting from 4.0.7). > > FWIW, Best Practical uses option #3. The RT source code is tiny, and it > gives us clean separation between public facing RT and internal RTs. > The added overhead of administering more than one install is not much > once you have processes set down for doing it to a single RT. Great to have this kind of feedback. Many thanks. I'll give option #3 a try as it gives good separation of the departments and will allow them to customise it more completely. Thanks again, Tom -- Tom Robinson System Administrator MoTeC Pty Ltd 121 Merrindale Drive Croydon South 3136 Victoria Australia T: +61 3 9761 5050 F: +61 3 9761 5051 E: tom.robinson at motec.com.au -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 250 bytes Desc: OpenPGP digital signature URL: From inbel1 at telenet.be Mon Sep 24 04:35:48 2012 From: inbel1 at telenet.be (inbel1 at telenet.be) Date: Mon, 24 Sep 2012 10:35:48 +0200 (CEST) Subject: [rt-users] different signature depending on queue In-Reply-To: <4BBF5A10-9A89-4D7C-8658-39EF8256B72E@gmail.com> Message-ID: We have different queues over here in RT4. Every department used to have one or more queues. If a ticket did need some action/response from a colleague from another department, the ticket was transferred to that queue. But now we have some 'hybrid' queues with tickets that must be handled by people from different departments together. And their signature should be mentioning something else than the signature that is put in if they respond to tickets in their 'native' queue. So how can I make the signature queue dependent per user? -------------- next part -------------- An HTML attachment was scrubbed... URL: From kirby at umbc.edu Mon Sep 24 08:38:23 2012 From: kirby at umbc.edu (Joe Kirby) Date: Mon, 24 Sep 2012 08:38:23 -0400 Subject: [rt-users] Multiple emails for a single user Message-ID: I have been searching topics on the Merge User feature and I still am not clear if there is an option in RT to have 2 different emails refer to a single user. I have an unusual case where a remote set of users have their own emails from their home campuses but also, for authentication purposes, have an email with my university. They submit tickets via email most of the time and I cannot ensure which email address they are sending from but I want them to be able to see all tickets associated with either email when they log into RT. Is this even possible. I am on 4.0.6 Thanks Joe Joe Kirby , Assistant Vice President, Business Systems Division of Information Technology (DoIT) Support Response - http://www.umbc.edu/doit Administration 627 Office - 410-455-3020 Email - kirby at umbc.edu -------------- next part -------------- An HTML attachment was scrubbed... URL: From demon_eyes_kyoms at hotmail.com Mon Sep 24 11:33:08 2012 From: demon_eyes_kyoms at hotmail.com (TheHoboKing) Date: Mon, 24 Sep 2012 08:33:08 -0700 (PDT) Subject: [rt-users] Hide history entries from ticket display Message-ID: <34472560.post@talk.nabble.com> Hi all, Is there a way to hide specific custom field(s) history entries from the ticket display section? I'd basically like to only hide any entries added for 'multiple IPs' custom field(s) as it creates one entry per IP and makes for long long entries seen at the ticket display. I know there's a way to do this via CallBacks and skip transaction but this only seems to apply for the type of transaction, i.e: comment, reply, resolve, etc. Does anyone have an idea on how I could do this? Thank you all -- View this message in context: http://old.nabble.com/Hide-history-entries-from-ticket-display-tp34472560p34472560.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From falcone at bestpractical.com Mon Sep 24 11:47:10 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 24 Sep 2012 11:47:10 -0400 Subject: [rt-users] How to have RT send email as a group (not individually) ? In-Reply-To: <1B12003244CE894E85B4726023637888010E4FC7FB@FASXCH01.fasmail.priv> References: <1B12003244CE894E85B4726023637888010E4FC7FB@FASXCH01.fasmail.priv> Message-ID: <20120924154710.GA1070@jibsheet.com> On Fri, Sep 14, 2012 at 04:02:22PM -0400, Ethier, Michael wrote: > We would like RT to send email such that all the requestors and cc's are included on one email. > Right now it appears RT sends and email to each individual separately, consequently people don't know > If others received RT's email. > > Is there a way to configure RT such that everyone involved in a ticket is included in 1 email ? RT doesn't send each email individually, in fact, the RT default is to 'Notify Requestors and Ccs' as one group email. We'd actually like to start emailing people individually in a future release because it would solve a ton of problems. If you set up a reply and scroll down the page, you'll see a box explaining who RT is going to notify (you need to have the ShowOutgoingMail right to see this). That box should explain who's going to be notified and why. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From misteritguru at gmail.com Mon Sep 24 11:55:09 2012 From: misteritguru at gmail.com (Mister Guru) Date: Mon, 24 Sep 2012 16:55:09 +0100 Subject: [rt-users] Merging Tickets: do all requestors see everyone elses emails address? Message-ID: Sorry for the quick question, I was wondering, when you merge tickets into one, and they are from different requestors, are those requestors then made aware of all the other requestors when they get emailed? I'm currently acquainting myself more with RT, as I've done a few installs now, and I've been reading up on the features, and that one caught my eye. Thanks -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Mon Sep 24 11:56:20 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 24 Sep 2012 11:56:20 -0400 Subject: [rt-users] Articles, Classes and Article Names. In-Reply-To: <50574F33.7090109@efashionsolutions.com> References: <50574F33.7090109@efashionsolutions.com> Message-ID: <20120924155620.GB1070@jibsheet.com> On Mon, Sep 17, 2012 at 12:26:27PM -0400, Glenn E. Sieb wrote: > So we have a large setup here. (Well, for me, anyway.) > Now, in CS-1, we create an Article called "No Authorization." It's > saved. It's part of the Topic "Authorization" in the CS-1 Class. > > Now in CS-2, we create an Article called "No Authorization." It's unable > to be saved, even though it's part of the CS-2 class, it insists that > there is already an article called "No Authorization." > > Why can I create Topics of the same name, in different Classes, but not > Articles? :-/ > > We're currently getting around this by naming them "CS-1 No > Authorization" and such, but that's a kludge, IMO. This looks like a throwback to when Classes were only global, so having repeated names was confusing. Please file a bug, I don't see any reason why we can't relax this by either removing the restriction altogether or saying "unique article names within a class". -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Mon Sep 24 12:04:06 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 24 Sep 2012 12:04:06 -0400 Subject: [rt-users] LDAP on RT RT 3.8.14 with RT-Authen-ExternalAuth-0.11 In-Reply-To: <5BC15314-A0FE-4842-B753-F228A059B84A@outremer-telecom.fr> References: <18F11B2A-5AA8-4AEE-9F06-6B9F75A7EAD8@outremer-telecom.fr> <5BC15314-A0FE-4842-B753-F228A059B84A@outremer-telecom.fr> Message-ID: <20120924160406.GC1070@jibsheet.com> On Fri, Sep 21, 2012 at 09:46:18AM +0200, Laurent FERNANDEZ wrote: > > [Fri Sep 21 07:18:45 2012] [error]: Not a HASH reference at /opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm line 311. (/opt/rt3/bin/../lib/RT/Interface/Web/Handler.pm:277) This implies some part of your config is wrong, and looking down below, attr_map is a hashref not an array ref (so {} not []) -kevin > 'attr_map' => [ 'Name' => 'cn', > 'EmailAddress' => 'mail', > 'Organization' => 'physicalDeliveryOfficeName', > 'RealName' => 'cn', > 'ExternalAuthId' => 'samaccountname', > 'Gecos' => 'samaccountname', > 'Address1' => 'streetAddress', > 'City' => 'l', > 'State' => 'st', > 'Zip' => 'postalCode', > 'Country' => 'co', > 'WorkPhone' => 'telephoneNumber' > ], -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Mon Sep 24 12:12:28 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 24 Sep 2012 12:12:28 -0400 Subject: [rt-users] RT-Shredder error In-Reply-To: References: Message-ID: <20120924161228.GD1070@jibsheet.com> On Thu, Sep 20, 2012 at 06:18:43PM -0300, Wagner Sartori Junior wrote: > Any clue on why am I receiving this error? > "Couldn't wipeout object: Wrong link link_meta, no record for RunsOn" > Complete error: > [1]http://pastebin.com/ax5ER1K7 > I have a 70Gb RT database and I can't shred my database anymore. I already ran rt-validator > --check --resolve --force. RunsOn isn't a standard RT link type, it appears to be from Asset Tracker. You'll have to chat with the Asset Tracker devs about how to shred that kind of link. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Mon Sep 24 12:25:16 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 24 Sep 2012 12:25:16 -0400 Subject: [rt-users] different signature depending on queue In-Reply-To: References: Message-ID: <20120924162516.GE1070@jibsheet.com> On Mon, Sep 24, 2012 at 10:35:48AM +0200, inbel1 at telenet.be wrote: > We have different queues over here in RT4. > Every department used to have one or more queues. > If a ticket did need some action/response from a colleague from another department, the ticket > was transferred to that queue. > > But now we have some 'hybrid' queues with tickets that must be handled by people from > different departments together. > And their signature should be mentioning something else than the signature that is put in if > they respond to tickets in their 'native' queue. > > So how can I make the signature queue dependent per user? Most people implement this in queue specific templates, depending on how much customization is needed per user (you can pair templates and user custom fields to achieve most things). There is no built-in per-queue signature functionality. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Mon Sep 24 12:25:49 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 24 Sep 2012 12:25:49 -0400 Subject: [rt-users] Multiple emails for a single user In-Reply-To: References: Message-ID: <20120924162549.GF1070@jibsheet.com> On Mon, Sep 24, 2012 at 08:38:23AM -0400, Joe Kirby wrote: > I have been searching topics on the Merge User feature and I still am not clear if there is an > option in RT to have 2 different emails refer to a single user. There is not. > I have an unusual case where a remote set of users have their own emails from their home > campuses but also, for authentication purposes, have an email with my university. > They submit tickets via email most of the time and I cannot ensure which email address they > are sending from but I want them to be able to see all tickets associated with either email > when they log into RT. RT-Extension-MergeUsers is currently the best technology for this. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Mon Sep 24 12:48:04 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 24 Sep 2012 12:48:04 -0400 Subject: [rt-users] Hide history entries from ticket display In-Reply-To: <34472560.post@talk.nabble.com> References: <34472560.post@talk.nabble.com> Message-ID: <20120924164804.GG1070@jibsheet.com> On Mon, Sep 24, 2012 at 08:33:08AM -0700, TheHoboKing wrote: > Is there a way to hide specific custom field(s) history entries from the > ticket display section? I'd basically like to only hide any entries added > for 'multiple IPs' custom field(s) as it creates one entry per IP and makes > for long long entries seen at the ticket display. > > I know there's a way to do this via CallBacks and skip transaction but this > only seems to apply for the type of transaction, i.e: comment, reply, > resolve, etc. Since SkipTransaction is handed a Transaction object, you can use that to load the appropriate custom field (from the field column) and compare using that. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Mon Sep 24 12:50:08 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 24 Sep 2012 12:50:08 -0400 Subject: [rt-users] Merging Tickets: do all requestors see everyone elses emails address? In-Reply-To: References: Message-ID: <20120924165008.GH1070@jibsheet.com> On Mon, Sep 24, 2012 at 04:55:09PM +0100, Mister Guru wrote: > I was wondering, when you merge tickets into one, and they are from different requestors, are > those requestors then made aware of all the other requestors when they get emailed? > I'm currently acquainting myself more with RT, as I've done a few installs now, and I've been > reading up on the features, and that one caught my eye. Since RT notifies all Requestors as one email (with a list in To:), yes. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From asanka_gunasekera at yahoo.co.uk Tue Sep 25 03:36:14 2012 From: asanka_gunasekera at yahoo.co.uk (Asanka Gunasekera) Date: Tue, 25 Sep 2012 08:36:14 +0100 (BST) Subject: [rt-users] relations between reminder and ticket In-Reply-To: <1348130690.87684.YahooMailNeo@web133205.mail.ir2.yahoo.com> References: <1348130690.87684.YahooMailNeo@web133205.mail.ir2.yahoo.com> Message-ID: <1348558574.14695.YahooMailNeo@web133205.mail.ir2.yahoo.com> Hi I am trying find why this is hapening "Couldn't find Ticket for reminder 2087. Please contact administrator." since I have put the cleanup scripts and they workes when I do testing. But once in a while I get this error on the dash board. What I do is log in to the DB and make it resolved I have been going through the DB and unable to find the relation between the ticks and treminders Thanks and Best Regards ________________________________ From: Asanka Gunasekera To: "rt-users at lists.bestpractical.com" Sent: Thursday, 20 September 2012, 14:14 Subject: [rt-users] relations between reminder and ticket Hi anyone can tell me where RT keeps the relationship between a ticket and a reminder Thanks and Regards -------- Final RT training for 2012 in Atlanta, GA - October 23 & 24 ? http://bestpractical.com/training We're hiring! http://bestpractical.com/jobs -------------- next part -------------- An HTML attachment was scrubbed... URL: From bart at pleh.info Tue Sep 25 05:28:36 2012 From: bart at pleh.info (Bart) Date: Tue, 25 Sep 2012 11:28:36 +0200 Subject: [rt-users] Customize Notifications (on correspond send e-mail to all requestors and Ccs) Message-ID: Hi, I'm currently trying to modify the default behavior of our RT 4.0.7 installation regarding sending notifications to all requestors/cc's when someone corresponds to a ticket. By default, when you have a ticket and linked a few requestors and cc's to that ticket RT will send an e-mail to everyone when someone sends an e-mail to RT with the ticket ID in the subject. We\re looking for the ability to disable this feature for a few queue's. The problem however is that I'm unable to figure out which scrip I need to modify to achieve this, I'm guessing between the following scrips but I keep breaking unwanted things when I disable one of them: - On Correspond Notify Other Recipients - On Correspond Notify Requestors and Ccs - On Comment Notify Other Recipients as Comment When looking around I found the extension RT::Extension::NotificationMatrix but it doesn't really seem to exist on the CPAN pages + installation instructions aren't available for installing this plugin from the Git repository. - Homepage (unavailable): http://search.cpan.org/dist/RT-Extension-NotificationMatrix/lib/RT/Extension/NotificationMatrix.pm - Source home: http://github.com/bestpractical/rt-extension-notificationmatrix In a way this extension would probavbly give us the ability to manage the notifications for each queue, but installing it doesn't seem to be that straight forward + I can't find any documentation other then the source code on this extension. Apart from the nice find, I'm not jumping on the idea of using this extension when there's barely any documentation available. So my main question is how to disable the described notification behavior when someone sends a reply to a ticket? Which scrip do I disable or edit for this behavior to change? Thanks in advance. -- Bart -------------- next part -------------- An HTML attachment was scrubbed... URL: From SJC at qvii.com Tue Sep 25 13:42:36 2012 From: SJC at qvii.com (Cena, Stephen (ext. 300)) Date: Tue, 25 Sep 2012 13:42:36 -0400 Subject: [rt-users] Can create articles, but no content. Message-ID: <4DD6AB329450D847913EA76D7F3C6B83118AACE4@valkyrie.ogp.qvii.com> I'm still scratching my head with this one. I'm trying to get Articles working. Class creation and Custom field creation appear to work. I've got a Class called "Set up Information" with four categories: Linux, Windows 7 64 bit, Windows 7 32-bit, Misc. Even when I'm logged in as root, the "Content" area is blank. I'm looking through the error logs, but I can't seem to find anything. Is there a setting/permission I need to change to allow content to be created? This would really make our system pop if I could get this working. Stephen Cena MIS/IT Dept - Quality Vision International 850 Hudson Ave Rochester,NY. 14621 Ph: 585-544-0450 x300 "Thank you for helping us help you help us all." -------------- next part -------------- An HTML attachment was scrubbed... URL: From reg.bestpractical at posterus.com Tue Sep 25 14:15:42 2012 From: reg.bestpractical at posterus.com (Maciej Dobrzanski) Date: Tue, 25 Sep 2012 20:15:42 +0200 Subject: [rt-users] Can create articles, but no content. In-Reply-To: <4DD6AB329450D847913EA76D7F3C6B83118AACE4@valkyrie.ogp.qvii.com> References: <4DD6AB329450D847913EA76D7F3C6B83118AACE4@valkyrie.ogp.qvii.com> Message-ID: <014e01cd9b49$c6f56020$54e02060$@bestpractical@posterus.com> Stephen, > seem to find anything. Is there a setting/permission I need to change to allow content to be created? > This would really make our system pop if I could get this working. Articles in RT is only a framework. The base functionality that you get out of the box takes care of handling meta information and that's it. Everything else is up to you. Essentially you need to create your own custom fields and apply them to (classes of) articles, including the content field. It's probably all described in the Wiki. Best regards, Maciek From trs at bestpractical.com Tue Sep 25 14:32:55 2012 From: trs at bestpractical.com (Thomas Sibley) Date: Tue, 25 Sep 2012 11:32:55 -0700 Subject: [rt-users] Can create articles, but no content. In-Reply-To: <014e01cd9b49$c6f56020$54e02060$@bestpractical@posterus.com> References: <4DD6AB329450D847913EA76D7F3C6B83118AACE4@valkyrie.ogp.qvii.com> <014e01cd9b49$c6f56020$54e02060$@bestpractical@posterus.com> Message-ID: <5061F8D7.5020302@bestpractical.com> On 09/25/2012 11:15 AM, Maciej Dobrzanski wrote: >> seem to find anything. Is there a setting/permission I need to change to >> allow content to be created? >> This would really make our system pop if I could get this working. > > Articles in RT is only a framework. The base functionality that you get out > of the box takes care of handling meta information and that's it. Everything > else is up to you. Essentially you need to create your own custom fields and > apply them to (classes of) articles, including the content field. It's > probably all described in the Wiki. Not the wiki, but docs shipped with RT and now online: http://bestpractical.com/rt/docs/latest/customizing/articles_introduction.html From aprilr at yelp.com Tue Sep 25 15:00:04 2012 From: aprilr at yelp.com (April Rosenberg) Date: Tue, 25 Sep 2012 12:00:04 -0700 Subject: [rt-users] rtldapimport - Does not remove last person in a group Message-ID: <29481fda66fd06feeefc850dd7c7d0d0@mail.gmail.com> Good Morning, I am having some problems with rtldapimport. I have it run every hour via a cron job, and it adds users to their groups w/o problem, and mostly removes them with no problems. However, it doesn?t remove the last member in the group. When I run rtldapimport I get: Imported 105/110 groups Processing group rtPayrollQueueAccess Found existing group rtPayrollQueueAccess to update RT Field RT Value -> LDAP Value Description unchanged => Payroll RT Queue Support Access Name unchanged => rtPayrollQueueAccess Processing group membership for rtPayrollQueueAccess [Tue Sep 25 18:52:01 2012] [warning]: No members found for rtPayrollQueueAccess in Member_Attr (/usr/local/share/request-tracker4/plugins/RT-Extension-LDAPImport/lib/RT/Extension/LDAPImport.pm:874) No members found for rtPayrollQueueAccess in Member_Attr However, when I browse to the group on the interface, it still lists myself as a member. If I remove myself by hand and re-run the import it does not re-add it. I haven?t been able to find where other people are having this issue on the web. Does anyone have any ideas? Thanks! April [image: Description: Yelp!] *April Rosenberg* *e:* aprilr at yelp.com *t:* 415.632.4020 -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image001.gif Type: image/gif Size: 1358 bytes Desc: not available URL: From trs at bestpractical.com Tue Sep 25 15:20:06 2012 From: trs at bestpractical.com (Thomas Sibley) Date: Tue, 25 Sep 2012 12:20:06 -0700 Subject: [rt-users] rtldapimport - Does not remove last person in a group In-Reply-To: <29481fda66fd06feeefc850dd7c7d0d0@mail.gmail.com> References: <29481fda66fd06feeefc850dd7c7d0d0@mail.gmail.com> Message-ID: <506203E6.4080709@bestpractical.com> Yep, that looks like a bug. The importer skips groups with no members in LDAP, so it never gets to the point of updating the RT side. Thanks for the detailed report, I'm copying your mail to the rt.cpan.org queue for RT-Extension-LDAPImport: https://rt.cpan.org/Public/Dist/Display.html?Queue=RT-Extension-LDAPImport and will mark you as a requestor so you get an update whenever it's fixed down the road. On 09/25/2012 12:00 PM, April Rosenberg wrote: > I am having some problems with rtldapimport. I have it run every hour > via a cron job, and it adds users to their groups w/o problem, and > mostly removes them with no problems. However, it doesn?t remove the > last member in the group. When I run rtldapimport I get: > > Imported 105/110 groups > Processing group rtPayrollQueueAccess > Found existing group rtPayrollQueueAccess to update > RT Field RT Value -> LDAP Value > Description unchanged => Payroll RT Queue Support Access > Name unchanged => rtPayrollQueueAccess > Processing group membership for rtPayrollQueueAccess > > [Tue Sep 25 18:52:01 2012] [warning]: No members found for > rtPayrollQueueAccess in Member_Attr > (/usr/local/share/request-tracker4/plugins/RT-Extension-LDAPImport/lib/RT/Extension/LDAPImport.pm:874) > > No members found for rtPayrollQueueAccess in Member_Attr > > However, when I browse to the group on the interface, it still lists > myself as a member. If I remove myself by hand and re-run the import it > does not re-add it. From gsomlo at gmail.com Tue Sep 25 15:37:35 2012 From: gsomlo at gmail.com (Gabriel L. Somlo) Date: Tue, 25 Sep 2012 15:37:35 -0400 Subject: [rt-users] Custom links in ticket display ? Message-ID: <20120925193734.GB2110@hedwig.ini.cmu.edu> At the top of each ticket view there's a menu of links, typically containing "Open - Steal --- Comment - Reply - Forward - Resolve". Is there a way to add an extra item to this menu ? I'm thinking a "Reject" shortcut which would link to the same ticket resolution form as "Resolve", except with "DefaultStatus=rejected". About the only thing I could find that's configurable related to this is "Set($ResolveDefaultUpdateType, 'Comment');", which I could presumably use to have the closing comments be visible to the requestor. But I'd like to add a convenient "Reject" link side by side with "Resolve", and wonder if it's possible at all ? Thanks much, --Gabriel From Joseph_Lawson at sra.com Tue Sep 25 15:44:50 2012 From: Joseph_Lawson at sra.com (Lawson, Joseph) Date: Tue, 25 Sep 2012 15:44:50 -0400 Subject: [rt-users] How do I get latest Debian Packages? Message-ID: <5E43D877DAB06E44A30CD7926386347804AA4D56@chv-ex.sra.com> Hello, Does anyone know how to get the latest RT install from the Debian/Ubuntu repositories? I know 4.0.4 is in the stable distro but if we wanted to go to 4.0.7 or 4.0.6 how would I go about configuring my package management to accomplish this? Thank you! -Joe Lawson -------------- next part -------------- An HTML attachment was scrubbed... URL: From kevin_elliott at ci.juneau.ak.us Tue Sep 25 19:36:17 2012 From: kevin_elliott at ci.juneau.ak.us (Kevin Elliott) Date: Tue, 25 Sep 2012 15:36:17 -0800 Subject: [rt-users] How do I get latest Debian Packages? In-Reply-To: <5E43D877DAB06E44A30CD7926386347804AA4D56@chv-ex.sra.com> References: <5E43D877DAB06E44A30CD7926386347804AA4D56@chv-ex.sra.com> Message-ID: <4A09477D575C2C4B86497161427DD94C279A6EBF73@city-exchange07> Joe, I'm assuming you are running Debian Stable. You can get 4.0.5 from backports or you can pull in 4.0.6 from testing, although pulling stuff from testing into stable can be tricky and isn't recommended. --- Kevin Elliott Network Specialist City and Borough of Juneau, MIS (907) 586 - 0905 From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Lawson, Joseph Sent: Tuesday, September 25, 2012 11:45 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] How do I get latest Debian Packages? Hello, Does anyone know how to get the latest RT install from the Debian/Ubuntu repositories? I know 4.0.4 is in the stable distro but if we wanted to go to 4.0.7 or 4.0.6 how would I go about configuring my package management to accomplish this? Thank you! -Joe Lawson -------------- next part -------------- An HTML attachment was scrubbed... URL: From kenn.crocker at gmail.com Tue Sep 25 23:17:38 2012 From: kenn.crocker at gmail.com (Kenneth Crocker) Date: Tue, 25 Sep 2012 20:17:38 -0700 Subject: [rt-users] relations between reminder and ticket In-Reply-To: <1348558574.14695.YahooMailNeo@web133205.mail.ir2.yahoo.com> References: <1348130690.87684.YahooMailNeo@web133205.mail.ir2.yahoo.com> <1348558574.14695.YahooMailNeo@web133205.mail.ir2.yahoo.com> Message-ID: Asanka, Reminders ARE Tickets, in that they reside in the TICKETS Table. The difference is "Type". Kenn On Tue, Sep 25, 2012 at 12:36 AM, Asanka Gunasekera < asanka_gunasekera at yahoo.co.uk> wrote: > Hi I am trying find why this is hapening "Couldn't find Ticket for > reminder 2087. Please contact administrator." since I have put the cleanup > scripts and they workes when I do testing. But once in a while I get this > error on the dash board. What I do is log in to the DB and make it resolved > > I have been going through the DB and unable to find the relation between > the ticks and treminders > > Thanks and Best Regards > > ------------------------------ > *From:* Asanka Gunasekera > *To:* "rt-users at lists.bestpractical.com" > > *Sent:* Thursday, 20 September 2012, 14:14 > *Subject:* [rt-users] relations between reminder and ticket > > Hi anyone can tell me where RT keeps the relationship between a ticket and > a reminder > > Thanks and Regards > > > -------- > Final RT training for 2012 in Atlanta, GA - October 23 & 24 > http://bestpractical.com/training > > We're hiring! http://bestpractical.com/jobs > > > > > -------- > Final RT training for 2012 in Atlanta, GA - October 23 & 24 > http://bestpractical.com/training > > We're hiring! http://bestpractical.com/jobs > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From bart at pleh.info Wed Sep 26 04:28:16 2012 From: bart at pleh.info (Bart) Date: Wed, 26 Sep 2012 10:28:16 +0200 Subject: [rt-users] Custom links in ticket display ? In-Reply-To: <20120925193734.GB2110@hedwig.ini.cmu.edu> References: <20120925193734.GB2110@hedwig.ini.cmu.edu> Message-ID: Hi, First off, what version of RT are you using? The option I'm mentioning here are for RT 4, I'm nut sure if they will work with older versions. It should be possible to change the actions directly shown at the top of a ticket, but I'm not sure how to nicely change that menu (without breaking it during an update). However, it's possible to modify the actions menu using the Lifecycles configuration in your RT_SiteConfig. What we did was copy the entire Lifecycles config from the RT_Config to the RT_SiteConfig and modified it to our liking. This allows you to create custom statuses but also define actions which are shown in your action menu. The below configuration is a little Dutch, but I think you should be able to figure out most of the parameters listed in it. Especially the first section is interesting, the second section is for approvals which we don't use. # --- # Ticket Lifecycles # --- Set(%Lifecycles, default => { initial => [ 'new' ], active => [ 'open', 'Bij_Leverancier', 'Bij_Aanvrager', 'Intern', 'stalled' ], inactive => [ 'resolved', 'rejected', 'spam', 'deleted' ], defaults => { on_create => 'new', on_merge => 'resolved', approved => 'open', denied => 'rejected', }, transitions => { '' => [qw(new open resolved spam)], new => [qw(open Bij_Leverancier Bij_Aanvrager Intern stalled resolved rejected spam deleted)], open => [qw(new Bij_Leverancier Bij_Aanvrager Intern stalled resolved rejected spam deleted)], Bij_Leverancier => [qw(new open Bij_Aanvrager Intern stalled resolved rejected spam deleted)], Bij_Aanvrager => [qw(new open Bij_Leverancier Intern stalled resolved rejected spam deleted)], Intern => [qw(new open Bij_Leverancier Bij_Aanvrager stalled resolved rejected spam deleted)], stalled => [qw(new open Bij_Leverancier Bij_Aanvrager Intern rejected resolved spam deleted)], resolved => [qw(new open Bij_Leverancier Bij_Aanvrager Intern stalled rejected spam deleted)], rejected => [qw(new open Bij_Leverancier Bij_Aanvrager Intern stalled resolved spam deleted)], spam => [qw(new open Bij_Leverancier Bij_Aanvrager Intern stalled rejected resolved deleted)], deleted => [qw(new open Bij_Leverancier Bij_Aanvrager Intern stalled rejected resolved spam)], }, rights => { '* -> deleted' => 'DeleteTicket', '* -> *' => 'ModifyTicket', }, actions => [ 'new -> open' => { label => 'Openen', update => 'Respond', }, 'new -> resolved' => { label => 'Oplossen', update => 'Comment', }, 'open -> stalled' => { label => 'Parkeren', update => 'Comment', }, 'open -> resolved' => { label => 'Oplossen', update => 'Comment', }, 'new -> Bij_Leverancier' => { label => 'Naar Leverancier', update => 'Respond', }, 'open -> Bij_Leverancier' => { label => 'Naar Leverancier', update => 'Respond', }, 'new -> Bij_Aanvrager' => { label => 'Naar Aanvrager', update => 'Respond', }, 'open -> Bij_Aanvrager' => { label => 'Naar Aanvrager', update => 'Respond', }, 'Bij_Leverancier -> open' => { label => 'Openen', }, 'Bij_Aanvrager -> open' => { label => 'Openen', }, 'Intern -> open' => { label => 'Openen', }, 'stalled -> open' => { label => 'Openen', }, 'resolved -> open' => { label => 'Heropenen', update => 'Comment', }, 'rejected -> open' => { label => 'Heropenen', update => 'Comment', }, 'deleted -> open' => { label => 'Undelete', }, 'spam -> open' => { label => 'Geen Spam', update => 'Comment', }, 'new -> spam' => { label => 'SPAM', }, 'open -> spam' => { label => 'SPAM', }, ], }, # --- # Don't change lifecyle of the approvals, they are not capable to deal with custom statuses! # --- approvals => { initial => [ 'new' ], active => [ 'open', 'stalled' ], inactive => [ 'resolved', 'rejected', 'deleted' ], defaults => { on_create => 'new', on_merge => 'resolved', }, transitions => { '' => [qw(new open resolved)], new => [qw(open stalled resolved rejected deleted)], open => [qw(new stalled resolved rejected deleted)], stalled => [qw(new open rejected resolved deleted)], resolved => [qw(new open stalled rejected deleted)], rejected => [qw(new open stalled resolved deleted)], deleted => [qw(new open stalled rejected resolved)], }, rights => { '* -> deleted' => 'DeleteTicket', '* -> rejected' => 'ModifyTicket', '* -> *' => 'ModifyTicket', }, actions => [ 'new -> open' => { label => 'Openen', update => 'Respond', }, 'new -> resolved' => { label => 'Oplossen', update => 'Comment', }, 'new -> rejected' => { label => 'Weigeren', update => 'Respond', }, 'new -> deleted' => { label => 'Verwijderen', }, 'open -> stalled' => { label => 'Perkeren', update => 'Comment', }, 'open -> resolved' => { label => 'Oplossen', update => 'Comment', }, 'open -> rejected' => { label => 'Weigeren', update => 'Respond', }, 'stalled -> open' => { label => 'Openen', }, 'resolved -> open' => { label => 'Heropenen', update => 'Comment', }, 'rejected -> open' => { label => 'Heropenen', update => 'Comment', }, 'deleted -> open' => { label => 'Undelete', }, ], }, ); We found that this is a nice and clean way for creating custom actions, the downside is that they are shown under the actions dropdown instead of directly in the horizontal menu. I hope this helps a little, maybe someone else can elaborate on how to do a proper change of the horizontal menu (maybe using callbacks???). -- Bart 2012/9/25 Gabriel L. Somlo > At the top of each ticket view there's a menu of links, typically > containing "Open - Steal --- Comment - Reply - Forward - Resolve". > > Is there a way to add an extra item to this menu ? I'm thinking a > "Reject" shortcut which would link to the same ticket resolution form > as "Resolve", except with "DefaultStatus=rejected". > > About the only thing I could find that's configurable related to this > is "Set($ResolveDefaultUpdateType, 'Comment');", which I could > presumably use to have the closing comments be visible to the > requestor. But I'd like to add a convenient "Reject" link side by side > with "Resolve", and wonder if it's possible at all ? > > Thanks much, > --Gabriel > > -------- > Final RT training for 2012 in Atlanta, GA - October 23 & 24 > http://bestpractical.com/training > > We're hiring! http://bestpractical.com/jobs > -------------- next part -------------- An HTML attachment was scrubbed... URL: From Albert.Shih at obspm.fr Wed Sep 26 09:31:20 2012 From: Albert.Shih at obspm.fr (Albert Shih) Date: Wed, 26 Sep 2012 15:31:20 +0200 Subject: [rt-users] Close queue. Message-ID: <20120926133120.GA29690@pcjas.obspm.fr> Hi all. Some service ask me something about RT and I don't known how to do that. The purpose is to have a Ticket system but the system need to be close half the time (in fact more then half). When it's open everything go normal. When it's close we need to send a message back to say ?It's close? and no ticket creation. All tickets are create by email. I see two solutions : 1/ Deactivate the queue and reconfigure the procmail. 2/ Change the scrip ?On correspond? when it's closing time. Change again when it's open But both solutions need the intervention of the IT-Team. The second solution is little better because only need to use RT. But well it's hard for the secretary to understand the notion of the RT scrip. Is there any other solution can avoid this intervention ? Regards. JAS -- Albert SHIH DIO b?timent 15 Observatoire de Paris 5 Place Jules Janssen 92195 Meudon Cedex T?l?phone : 01 45 07 76 26/06 86 69 95 71 xmpp: jas at obspm.fr Heure local/Local time: mer 26 sep 2012 15:24:05 CEST From tjrc at sanger.ac.uk Wed Sep 26 09:42:25 2012 From: tjrc at sanger.ac.uk (Tim Cutts) Date: Wed, 26 Sep 2012 14:42:25 +0100 Subject: [rt-users] Close queue. In-Reply-To: <20120926133120.GA29690@pcjas.obspm.fr> References: <20120926133120.GA29690@pcjas.obspm.fr> Message-ID: On 26 Sep 2012, at 14:31, Albert Shih wrote: > Hi all. > > Some service ask me something about RT and I don't known how to do that. > > The purpose is to have a Ticket system but the system need to be close half > the time (in fact more then half). > > When it's open everything go normal. > > When it's close we need to send a message back to say ?It's close? and no > ticket creation. First of all, I'd question why you'd want to do this. The whole point of a ticket queue is the request can wait until the next day... of course, I don't know what your business is, so there may be a perfectly sensible reason. Do you want *all* email to do the same thing, including replies to tickets which already exist, or just email creating new tickets? > I see two solutions : > > 1/ Deactivate the queue and reconfigure the procmail. > > 2/ Change the scrip ?On correspond? when it's closing time. Change > again when it's open The problem with this approach is that the ticket already exists by the time any Scrips are considered, so it's happening too late. > But both solutions need the intervention of the IT-Team. The second > solution is little better because only need to use RT. But well it's hard > for the secretary to understand the notion of the RT scrip. > > Is there any other solution can avoid this intervention ? You could possibly make the Template for the email dependent on the time. The ticket will be created anyway, but you can send appropriate messages back if it's out of hours. Regards, Tim -- The Wellcome Trust Sanger Institute is operated by Genome Research Limited, a charity registered in England with number 1021457 and a company registered in England with number 2742969, whose registered office is 215 Euston Road, London, NW1 2BE. From inbel1 at telenet.be Wed Sep 26 09:46:49 2012 From: inbel1 at telenet.be (inbel1 at telenet.be) Date: Wed, 26 Sep 2012 15:46:49 +0200 (CEST) Subject: [rt-users] different signature depending on queue In-Reply-To: <20120924162516.GE1070@jibsheet.com> Message-ID: <38fd6e65-6907-48ff-a552-df667a33c3ea@akosua.telenet-ops.be> >> We have different queues over here in RT4. >> Every department used to have one or more queues. >> If a ticket did need some action/response from a colleague from another department, the ticket >> was transferred to that queue. >> >> But now we have some 'hybrid' queues with tickets that must be handled by people from >> different departments together. >> And their signature should be mentioning something else than the signature that is put in if >> they respond to tickets in their 'native' queue. >> >> So how can I make the signature queue dependent per user? >Most people implement this in queue specific templates, depending on >how much customization is needed per user (you can pair templates and >user custom fields to achieve most things). >There is no built-in per-queue signature functionality. >-kevin I have tested some stuff and I have created a new template. I have included the signature (mix of variables and plain text) after { $Transaction->Content() } It works, but the 'signature' gets (ofcourse) included at the bottom of the mail which is not good if you have a tickets with multiple comments in it. Is that why I need custom fields to prevent this and to have the 'signature' in the correct place? From Albert.Shih at obspm.fr Wed Sep 26 09:53:53 2012 From: Albert.Shih at obspm.fr (Albert Shih) Date: Wed, 26 Sep 2012 15:53:53 +0200 Subject: [rt-users] Close queue. In-Reply-To: References: <20120926133120.GA29690@pcjas.obspm.fr> Message-ID: <20120926135353.GA29731@pcjas.obspm.fr> Le 26/09/2012 ? 14:42:25+0100, Tim Cutts a ?crit > > > > Hi all. > > > > Some service ask me something about RT and I don't known how to do > > that. > > > > The purpose is to have a Ticket system but the system need to be > > close half the time (in fact more then half). > > > > When it's open everything go normal. > > > > When it's close we need to send a message back to say ?It's close? > > and no ticket creation. > > First of all, I'd question why you'd want to do this. The whole point > of a ticket queue is the request can wait until the next day... of Yes I known, it's seem very strange at the first time. > course, I don't know what your business is, so there may be a > perfectly sensible reason. Some people manage some recurrent ?event?. The registration is make by email. When the event is full of capacity ....or when it's past we like send back a message to the person to tell him something like : Sorry we're full. And we don't need a ticket. Of course we can develop a new web application to do the registration, but we already use RT for the ?ticket system? (real ticket ;-) ), so it very convenient to use same software. > Do you want *all* email to do the same thing, including replies to > tickets which already exist, or just email creating new tickets? > > > I see two solutions : > > > > 1/ Deactivate the queue and reconfigure the procmail. > > > > 2/ Change the scrip ?On correspond? when it's closing time. Change > > again when it's open > > The problem with this approach is that the ticket already exists by > the time any Scrips are considered, so it's happening too late. Well the first scrip is the ?creation?, so if I delete this scrip (ok that's suck because I need to create the same thing for every other queue) RT should'nt create a ticket. Am I wrong ? > > Is there any other solution can avoid this intervention ? > > > You could possibly make the Template for the email dependent on the > time. The ticket will be created anyway, but you can send appropriate > messages back if it's out of hours. So maybe the best solution is through procmail. Thanks for your help. Regards. JAS -- Albert SHIH DIO b?timent 15 Observatoire de Paris 5 Place Jules Janssen 92195 Meudon Cedex T?l?phone : 01 45 07 76 26/06 86 69 95 71 xmpp: jas at obspm.fr Heure local/Local time: mer 26 sep 2012 15:44:43 CEST From tjrc at sanger.ac.uk Wed Sep 26 09:59:23 2012 From: tjrc at sanger.ac.uk (Tim Cutts) Date: Wed, 26 Sep 2012 14:59:23 +0100 Subject: [rt-users] Close queue. In-Reply-To: <20120926135353.GA29731@pcjas.obspm.fr> References: <20120926133120.GA29690@pcjas.obspm.fr> <20120926135353.GA29731@pcjas.obspm.fr> Message-ID: <6873E9EF-FB1A-495C-92B8-25AE5ABAC411@sanger.ac.uk> On 26 Sep 2012, at 14:53, Albert Shih wrote: >>> Is there any other solution can avoid this intervention ? >> >> >> You could possibly make the Template for the email dependent on the >> time. The ticket will be created anyway, but you can send appropriate >> messages back if it's out of hours. > > So maybe the best solution is through procmail. It also occurs to me that you could also create a scrip which in these cases immediately sets the status of the ticket to 'rejected', as well as sending the automatic reply. Tim -- The Wellcome Trust Sanger Institute is operated by Genome Research Limited, a charity registered in England with number 1021457 and a company registered in England with number 2742969, whose registered office is 215 Euston Road, London, NW1 2BE. From h.vos at drecomm.nl Wed Sep 26 10:49:43 2012 From: h.vos at drecomm.nl (Hans Vos | Drecomm) Date: Wed, 26 Sep 2012 16:49:43 +0200 Subject: [rt-users] How to link SLAs to customer (requestors) or groups Message-ID: <50631607.9060206@drecomm.nl> Hello, We are looking into implementing RT for our organization. For this to work we need to have SLA support. I found an extension for this and as I understand it an SLA is assigned based on a queue. This behavior is slightly confusing to me and I don't see how this would work. SLAs are linked to customers and when an employee from company X sends us an e-mail (where company X has a Bronze SLA) we would like RT to assign that particular SLA to the ticket. For this to work I think SLAs need to be linked to requestors or maybe groups. We then link the contact for that company to the group as requestors. I have read the page where the SLA extention is explained (http://search.cpan.org/dist/RT-Extension-SLA/lib/RT/Extension/SLA.pm) but it doesn't seem to work in the way we would like. Is there perhaps a way for us to change this? -- Met vriendelijke groet / Best regards, Hans Vos System Administrator ------------------------------------------------------------------------ E h.vos at drecomm.nl T 050-577 5822 drecomm ------------------------------------------------------------------------ Vestiging Groningen Hoendiep 208 T +31 (0)50 577 58 22 Bekijk onze actuele projecten 9745 ED Groningen F +31 (0)50 577 58 23 www.drecomm.nl ------------------------------------------------------------------------ -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: top_logo.jpg Type: image/jpeg Size: 24234 bytes Desc: not available URL: From SJC at qvii.com Wed Sep 26 10:57:48 2012 From: SJC at qvii.com (Cena, Stephen (ext. 300)) Date: Wed, 26 Sep 2012 10:57:48 -0400 Subject: [rt-users] Can create articles, but no content. (Maciej Dobrzanski & Thomas Sibley) References: Message-ID: <4DD6AB329450D847913EA76D7F3C6B83118AB414@valkyrie.ogp.qvii.com> Thank you! Those were the answers I was looking for! I thought that a "Text body" might be stock with Articles, but it turns out that is not the case. Can wait to start using it! Stephen Cena MIS/IT Dept - Quality Vision International 850 Hudson Ave Rochester,NY. 14621 Ph: 585-544-0450 x300 "Thank you for helping us help you help us all." From Albert.Shih at obspm.fr Wed Sep 26 11:19:00 2012 From: Albert.Shih at obspm.fr (Albert Shih) Date: Wed, 26 Sep 2012 17:19:00 +0200 Subject: [rt-users] Multiple Instances or Another Queue In-Reply-To: <505BF972.9030900@motec.com.au> References: <505BF972.9030900@motec.com.au> Message-ID: <20120926151900.GA29942@pcjas.obspm.fr> Le 21/09/2012 ? 15:21:54+1000, Tom Robinson a ?crit > Hi, > > I've been using RT since 3.8.8 for our internal IT requests. It works well but I've never really > done much with Queues. I created one extra one to segregate some specific issues but that's it. > Also, I'm the only one who's had to use it in anger until now. My understanding of RT and > specifically Queue separation (e.g. by department, etc.) is very limited. As an aside, I recently > upgraded to RT 4.0.7 and implemented Authen-ExternalAuth which works great. > > We now have a requirement to use RT for external support for a new department within our > organisation. Originally they requested a new instance of RT to be set up (they wanted a separate > database). I have been looking at several options to do this but I'm not satisfied with any multiple If they really need a separate database I personnaly choose the 3rd solution. > instance set up configurations. I'm really unsure of the best way to move forward. The options that > I see so far are: > > 1. Use a new queue for the new department, isolating administration and users for that department to > that queue. > 2. Run two instances by following http://requesttracker.wikia.com/wiki/MultipleInstances (requires > hacking the code to make this work on 4.0.7). > 3. Run two installations side by side having compiled with different configuration options. > > I am curious to know what you all think about these options and what is the recommended way to do > what we want to do. IF (I don't known you company) they don't really need a separate database I would choose the first solution. Because you can configure RT to allow change a ticket from your queue to other queue. Event if now you don't need this feature that's not mean you don't going to appreciate. If you do with two installations you can do that. Regards. JAS -- Albert SHIH DIO b?timent 15 Observatoire de Paris 5 Place Jules Janssen 92195 Meudon Cedex T?l?phone : 01 45 07 76 26/06 86 69 95 71 xmpp: jas at obspm.fr Heure local/Local time: mer 26 sep 2012 17:15:17 CEST From Ben.Brown at Datamark.com Wed Sep 26 13:49:36 2012 From: Ben.Brown at Datamark.com (Ben Brown) Date: Wed, 26 Sep 2012 17:49:36 +0000 Subject: [rt-users] Chrome missing images, and missing ticket body in RT 4.0.7 Message-ID: <006206B225ECDC4D87FC8234E1D0A1942B750F35@johannesburg101.datamark-inc.com> Earlier this week, I upgraded to RT 4.0.7 from 4.0.2. Ever since that upgrade, we have noticed that tickets created from HTML email do not show the body content of the email when clicked on. Plain text emails display just fine. Of course, if I click on the Reply link, the body content of the ticket shows up just fine for quoting - and since all further communication is done via plain text email, all further ticket correspondence works as expected. A second problem - in Chrome for Windows, widget icons (the arrows next to menus Home, Tickets, Tools, etc) as well as the menu rollup icons, are missing. It works in Firefox and IE. It also works on Chrome for Mac. I can see in the Apache logs that those images are being requested and served OK - I can even navigate to the image URL and see it fine in Chrome. I'm running RT on CentOS 6.3, with all the latest patches. SELinux is disabled. I can't find any errors in any of the Apache logs to indicate where to even BEGIN to look for a solution, so I'm hoping someone on the list might have some ideas. Thanks! - Ben From ptomblin at xcski.com Wed Sep 26 13:56:45 2012 From: ptomblin at xcski.com (Paul Tomblin) Date: Wed, 26 Sep 2012 13:56:45 -0400 Subject: [rt-users] Chrome missing images, and missing ticket body in RT 4.0.7 In-Reply-To: <006206B225ECDC4D87FC8234E1D0A1942B750F35@johannesburg101.datamark-inc.com> References: <006206B225ECDC4D87FC8234E1D0A1942B750F35@johannesburg101.datamark-inc.com> Message-ID: On Wed, Sep 26, 2012 at 1:49 PM, Ben Brown wrote: > A second problem - in Chrome for Windows, widget icons (the arrows next to > menus Home, Tickets, Tools, etc) as well as the menu rollup icons, are > missing. It works in Firefox and IE. It also works on Chrome for Mac. I can > see in the Apache logs that those images are being requested and served OK > - I can even navigate to the image URL and see it fine in Chrome. Can you right click and choose "Inspect Element" on the spot where the icon is supposed to be? You should see something under styles like sf-sub-indicator { background-image: url(/NoAuth/css/images/arrows-grey.png); } and when you hover over the url, it should show you a "sprite" image (in this case, 20x110 pixel). You should also be able to see it under the Resources tab under Images. -- http://www.linkedin.com/in/paultomblin http://careers.stackoverflow.com/ptomblin -------------- next part -------------- An HTML attachment was scrubbed... URL: From bluethundr at gmail.com Wed Sep 26 14:32:43 2012 From: bluethundr at gmail.com (Tim Dunphy) Date: Wed, 26 Sep 2012 14:32:43 -0400 Subject: [rt-users] group rights do not work Message-ID: Hello, I am having a problem in getting and rt group to see it's queue and ticket and ONLY it's queue and tickets. I believe i have everything setup correctly in the interface, which leads me to believe I may be having a technical problem with my RT installation. I'll use screenshots primarily to describe the issue. I've created an RT user (in the RT system only) and when he logs in this is all he can see [image: Inline image 1] He is a member of a group called MMTECH. Here is how the group rights are assigned. [image: Inline image 5] [image: Inline image 2] I gave him these individual rights [image: Inline image 3] And yet he can only see the interface shot in the first screenshot I include. I have no idea why and I very much need to correct this situation so that a new group can start using RT. Again, they need to see their queue and tickets and ONLY their queue and tickets. If I give the user the Let this user be granted rights (Privileged) the members can see ALL queues and tickets which si not what we want. PLEASE help as I really need to solve this problem. Thank you Tim - GPG me!! gpg --keyserver pool.sks-keyservers.net --recv-keys F186197B -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image.png Type: image/png Size: 59138 bytes Desc: not available URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image.png Type: image/png Size: 59138 bytes Desc: not available URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image.png Type: image/png Size: 59138 bytes Desc: not available URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image.png Type: image/png Size: 33580 bytes Desc: not available URL: From gsieb at efashionsolutions.com Wed Sep 26 14:47:06 2012 From: gsieb at efashionsolutions.com (Glenn E. Sieb) Date: Wed, 26 Sep 2012 14:47:06 -0400 Subject: [rt-users] group rights do not work In-Reply-To: References: Message-ID: <50634DAA.2010707@efashionsolutions.com> On 09/26/2012 02:32 PM, Tim Dunphy wrote: > Hello, > > I am having a problem in getting and rt group to see it's queue and > ticket and ONLY it's queue and tickets. I believe i have everything > setup correctly in the interface, which leads me to believe I may be > having a technical problem with my RT installation. > > I'll use screenshots primarily to describe the issue. > > I've created an RT user (in the RT system only) and when he logs in > this is all he can see > > He is a member of a group called MMTECH. Here is how the group rights > are assigned. > > I gave him these individual rightsAnd yet he can only see the > interface shot in the first screenshot I include. I have no idea why > and I very much need to correct this situation so that a new group can > start using RT. > > Again, they need to see their queue and tickets and ONLY their queue > and tickets. If I give the user the Let this user be granted rights > (Privileged) the members can see ALL queues and tickets which si not > what we want. > > PLEASE help as I really need to solve this problem. > Try adding group rights to *queues*... adding group rights to a group for a member only gives them rights to that group, not to any queue. You need to go to a queue and go to Group Rights in the *queue* and assign rights to the MMTECH group in that queue... (Click Tools, Configuration, Queues, (Name of Group you want to add group rights to), Group Rights, type in MMTECH in the Add Group area, and assign rights.) Make sense? Best, --Glenn -- Glenn E. Sieb System Administrator +1 201 809-4958 eFashionSolutions 80 Enterprise Avenue South Secaucus, NJ 07094 From trs at bestpractical.com Wed Sep 26 14:53:22 2012 From: trs at bestpractical.com (Thomas Sibley) Date: Wed, 26 Sep 2012 11:53:22 -0700 Subject: [rt-users] Close queue. In-Reply-To: <20120926135353.GA29731@pcjas.obspm.fr> References: <20120926133120.GA29690@pcjas.obspm.fr> <20120926135353.GA29731@pcjas.obspm.fr> Message-ID: <50634F22.9040208@bestpractical.com> On 09/26/2012 06:53 AM, Albert Shih wrote: >> The problem with this approach is that the ticket already exists by >> the time any Scrips are considered, so it's happening too late. > > Well the first scrip is the ?creation?, so if I delete this scrip (ok > that's suck because I need to create the same thing for every other queue) > RT should'nt create a ticket. Am I wrong ? The first scrip is "On Create" which is triggered _after_ a ticket is created. ALL scrips are run _after_ the actions which trigger them take place. The scrips themselves don't create the ticket. > So maybe the best solution is through procmail. procmail would work fine. Tim's solution of accepting the ticket but automatically marking it rejected by a scrip is good. A second scrip can send mail about rejected tickets. This way you can also manually reject tickets and the same email will go out. Accepting the tickets but rejecting them means you also have a sense of how much demand there is for your events. From futureal2 at gmail.com Wed Sep 26 15:24:41 2012 From: futureal2 at gmail.com (Shane Archer) Date: Wed, 26 Sep 2012 12:24:41 -0700 Subject: [rt-users] Configuring RT to use Amazon SES Despite Non-standard Headers Message-ID: Hi, I am attempting to get Request Tracker 4.0.5 to work with Amazon SES and have not been able to find much documentation on it. Amazon SES will reject any messages sent by RT due to the RT-Ticket and Managed-by headers, and possibly others, although those are the ones I have seen so far. One option is to edit the code to set those headers to, for example, X-RT-Ticket and X-Managed-by (this one is really non-essential). Is this a good solution? Is there maybe a better one? Does RT plan to have support for Amazon SES in the future or are there any other workarounds? Thanks, Shane -------------- next part -------------- An HTML attachment was scrubbed... URL: From Albert.Shih at obspm.fr Wed Sep 26 15:34:17 2012 From: Albert.Shih at obspm.fr (Albert Shih) Date: Wed, 26 Sep 2012 21:34:17 +0200 Subject: [rt-users] Close queue. In-Reply-To: <50634F22.9040208@bestpractical.com> References: <20120926133120.GA29690@pcjas.obspm.fr> <20120926135353.GA29731@pcjas.obspm.fr> <50634F22.9040208@bestpractical.com> Message-ID: <20120926193417.GG30534@pcjas.obspm.fr> Le 26/09/2012 ? 11:53:22-0700, Thomas Sibley a ?crit > On 09/26/2012 06:53 AM, Albert Shih wrote: > >> The problem with this approach is that the ticket already exists by > >> the time any Scrips are considered, so it's happening too late. > > > > Well the first scrip is the ?creation?, so if I delete this scrip (ok > > that's suck because I need to create the same thing for every other queue) > > RT should'nt create a ticket. Am I wrong ? > > The first scrip is "On Create" which is triggered _after_ a ticket is > created. ALL scrips are run _after_ the actions which trigger them take > place. The scrips themselves don't create the ticket. OK. I'm wrong ;-) > > > So maybe the best solution is through procmail. > > procmail would work fine. Tim's solution of accepting the ticket but > automatically marking it rejected by a scrip is good. A second scrip > can send mail about rejected tickets. Yes it's working. I just make the test. > > This way you can also manually reject tickets and the same email will go > out. > > Accepting the tickets but rejecting them means you also have a sense of > how much demand there is for your events. Very good advise..... Lots of thanks. Regards. JAS -- Albert SHIH DIO b?timent 15 Observatoire de Paris 5 Place Jules Janssen 92195 Meudon Cedex T?l?phone : 01 45 07 76 26/06 86 69 95 71 xmpp: jas at obspm.fr Heure local/Local time: mer 26 sep 2012 21:33:30 CEST From trs at bestpractical.com Wed Sep 26 15:38:18 2012 From: trs at bestpractical.com (Thomas Sibley) Date: Wed, 26 Sep 2012 12:38:18 -0700 Subject: [rt-users] Configuring RT to use Amazon SES Despite Non-standard Headers In-Reply-To: References: Message-ID: <506359AA.6050408@bestpractical.com> On 09/26/2012 12:24 PM, Shane Archer wrote: > Amazon SES will reject any messages sent by RT due to the RT-Ticket and > Managed-by headers, and possibly others, although those are the ones I > have seen so far. > > One option is to edit the code to set those headers to, for example, > X-RT-Ticket and X-Managed-by (this one is really non-essential). Is this > a good solution? Is there maybe a better one? It's not a great solution since you'll need to redo those edits whenever you upgrade RT. Another option is setting up your own simple filter at the MTA level between RT and SES to tweak headers as necessary. This assumes you're not delivering directly from RT ? SES, but delivering to a local MTA which relays to SES. > Does RT plan to have support for Amazon SES in the future or are there > any other workarounds? There is an existing report about this: http://issues.bestpractical.com/Ticket/Display.html?id=20691 See my latest reply on that ticket. From bluethundr at gmail.com Wed Sep 26 17:28:54 2012 From: bluethundr at gmail.com (Tim Dunphy) Date: Wed, 26 Sep 2012 17:28:54 -0400 Subject: [rt-users] group rights do not work In-Reply-To: <50634DAA.2010707@efashionsolutions.com> References: <50634DAA.2010707@efashionsolutions.com> Message-ID: Hi Glenn, Thanks for your input. However no progress has been made tho I followed your advice to the letter. This is how I have the group setup. [image: Inline image 1] And this is all the mmtest user (member of the mmtech group) can see [image: Inline image 2] I'm simply at a loss here as to what could be going wrong. Thanks again for your input. Tim On Wed, Sep 26, 2012 at 2:47 PM, Glenn E. Sieb wrote: > On 09/26/2012 02:32 PM, Tim Dunphy wrote: > >> Hello, >> >> I am having a problem in getting and rt group to see it's queue and >> ticket and ONLY it's queue and tickets. I believe i have everything setup >> correctly in the interface, which leads me to believe I may be having a >> technical problem with my RT installation. >> >> I'll use screenshots primarily to describe the issue. >> >> I've created an RT user (in the RT system only) and when he logs in this >> is all he can see >> >> He is a member of a group called MMTECH. Here is how the group rights are >> assigned. >> >> I gave him these individual rightsAnd yet he can only see the interface >> shot in the first screenshot I include. I have no idea why and I very much >> need to correct this situation so that a new group can start using RT. >> >> >> Again, they need to see their queue and tickets and ONLY their queue and >> tickets. If I give the user the Let this user be granted rights >> (Privileged) the members can see ALL queues and tickets which si not what >> we want. >> >> PLEASE help as I really need to solve this problem. >> >> > > Try adding group rights to *queues*... adding group rights to a group for > a member only gives them rights to that group, not to any queue. You need > to go to a queue and go to Group Rights in the *queue* and assign rights to > the MMTECH group in that queue... > > (Click Tools, Configuration, Queues, (Name of Group you want to add group > rights to), Group Rights, type in MMTECH in the Add Group area, and assign > rights.) > > Make sense? > Best, > --Glenn > > -- > Glenn E. Sieb > System Administrator > +1 201 809-4958 > > eFashionSolutions > 80 Enterprise Avenue South > Secaucus, NJ 07094 > > -- GPG me!! gpg --keyserver pool.sks-keyservers.net --recv-keys F186197B -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image.png Type: image/png Size: 81895 bytes Desc: not available URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image.png Type: image/png Size: 17274 bytes Desc: not available URL: From Chris.okelly at minecorp.com.au Wed Sep 26 17:58:59 2012 From: Chris.okelly at minecorp.com.au (Chris O'Kelly) Date: Thu, 27 Sep 2012 07:58:59 +1000 Subject: [rt-users] group rights do not work In-Reply-To: References: <50634DAA.2010707@efashionsolutions.com> Message-ID: Hi TIm, Is the mmtech user now set up as privileged? None of the rights changes you apply will take effect on non-privileged users. Regards Chris O'Kelly Web Administrator Minecorp Australia 37 Murdoch Circuit Acacia Ridge QLD 4110 minecorp.com.au P: 07 3723 1000 M: 0450 586 190 E: Chris.okelly at minecorp.com.au S: chris.okelly.mvs [http://oi46.tinypic.com/mw8nbd.jpg] From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Tim Dunphy Sent: Thursday, 27 September 2012 7:29 AM To: Glenn E. Sieb Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] group rights do not work Hi Glenn, Thanks for your input. However no progress has been made tho I followed your advice to the letter. This is how I have the group setup. [cid:image001.png at 01CD9C85.F392CCC0] And this is all the mmtest user (member of the mmtech group) can see [cid:image002.png at 01CD9C85.F392CCC0] I'm simply at a loss here as to what could be going wrong. Thanks again for your input. Tim On Wed, Sep 26, 2012 at 2:47 PM, Glenn E. Sieb > wrote: On 09/26/2012 02:32 PM, Tim Dunphy wrote: Hello, I am having a problem in getting and rt group to see it's queue and ticket and ONLY it's queue and tickets. I believe i have everything setup correctly in the interface, which leads me to believe I may be having a technical problem with my RT installation. I'll use screenshots primarily to describe the issue. I've created an RT user (in the RT system only) and when he logs in this is all he can see He is a member of a group called MMTECH. Here is how the group rights are assigned. I gave him these individual rightsAnd yet he can only see the interface shot in the first screenshot I include. I have no idea why and I very much need to correct this situation so that a new group can start using RT. Again, they need to see their queue and tickets and ONLY their queue and tickets. If I give the user the Let this user be granted rights (Privileged) the members can see ALL queues and tickets which si not what we want. PLEASE help as I really need to solve this problem. Try adding group rights to *queues*... adding group rights to a group for a member only gives them rights to that group, not to any queue. You need to go to a queue and go to Group Rights in the *queue* and assign rights to the MMTECH group in that queue... (Click Tools, Configuration, Queues, (Name of Group you want to add group rights to), Group Rights, type in MMTECH in the Add Group area, and assign rights.) Make sense? Best, --Glenn -- Glenn E. Sieb System Administrator +1 201 809-4958 eFashionSolutions 80 Enterprise Avenue South Secaucus, NJ 07094 -- GPG me!! gpg --keyserver pool.sks-keyservers.net --recv-keys F186197B -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image001.png Type: image/png Size: 81895 bytes Desc: image001.png URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image002.png Type: image/png Size: 17274 bytes Desc: image002.png URL: From gsieb at efashionsolutions.com Wed Sep 26 19:03:36 2012 From: gsieb at efashionsolutions.com (Glenn E. Sieb) Date: Wed, 26 Sep 2012 19:03:36 -0400 Subject: [rt-users] group rights do not work In-Reply-To: References: <50634DAA.2010707@efashionsolutions.com> Message-ID: <506389C8.2070202@efashionsolutions.com> On 09/26/2012 05:28 PM, Tim Dunphy wrote: > Hi Glenn, > > Thanks for your input. However no progress has been made tho I > followed your advice to the letter. > Silly question.. Can you go to the mmtech *user* and click "Memberships"? What's the output of that? Best, --Glenn -- Glenn E. Sieb System Administrator +1 201 809-4958 eFashionSolutions 80 Enterprise Avenue South Secaucus, NJ 07094 From trs at bestpractical.com Wed Sep 26 20:19:56 2012 From: trs at bestpractical.com (Thomas Sibley) Date: Wed, 26 Sep 2012 17:19:56 -0700 Subject: [rt-users] Customize Notifications (on correspond send e-mail to all requestors and Ccs) In-Reply-To: References: Message-ID: <50639BAC.9040201@bestpractical.com> On 09/25/2012 02:28 AM, Bart wrote: > By default, when you have a ticket and linked a few requestors and cc's > to that ticket RT will send an e-mail to everyone when someone sends an > e-mail to RT with the ticket ID in the subject. > We\re looking for the ability to disable this feature for a few queue's. Do you want to disable it only for incoming email to the ticket or all on replies to the ticket including those from the web? > The problem however is that I'm unable to figure out which scrip I need > to modify to achieve this, I'm guessing between the following scrips but > I keep breaking unwanted things when I disable one of them: > > * On Correspond Notify Other Recipients > * On Correspond Notify Requestors and Ccs > * On Comment Notify Other Recipients as Comment "On Correspond Notify Requestors and Ccs" is the default scrip shipped with RT which handles the behaviour you described above. "On Correspond Notify Other Recipients" handles the One-time Cc and One-time Bcc fields in the web UI and technically may be triggered by incoming email as well with the headers RT-Send-Cc and RT-Send-Bcc. Most of the time this scrip only fires on web replies. "On Comment ..." deals only with comments, not replies (correspondence). > When looking around I found the extension > RT::Extension::NotificationMatrix but it doesn't really seem to exist on > the CPAN pages + installation instructions aren't available for > installing this plugin from the Git repository. > > Apart from the nice find, I'm not jumping on the idea of using this > extension when there's barely any documentation available. Your intuition is correct. NotificationMatrix is a nice idea in concept, but the implementation in the git repo has a few... quirks. It's also a) only compatible with 3.8 and b) built upon a subsystem of RT that's getting removed in 4.2. > So my main question is how to disable the described notification > behavior when someone sends a reply to a ticket? Which scrip do I > disable or edit for this behavior to change? If you're looking to disable ALL redistribution of replies to tickets, both via email and the web, you can disable the first two scrips you list above (change their "Stage" to "disabled"). Since these are global scrips, however, that'll affect all queues. To only affect certain queues, you can create an intentionally blank Correspondence template in each desired queue. (The On Correspond scrips you mention above use the Correspondence template unless you've changed it to something else.) Queue level templates override global ones with the same name for tickets in that queue, and blank templates suppress mail. Hopefully that helps. Thomas From Horst.Kriegers at loro.ch Thu Sep 27 02:46:29 2012 From: Horst.Kriegers at loro.ch (Kriegers Horst) Date: Thu, 27 Sep 2012 06:46:29 +0000 Subject: [rt-users] How to add a link in the quickbar ? Message-ID: <49BFBF371580BE4A921A738E1E1C95C5195F978F@PSDAG01.office.loro.swiss> Hello, I wish to add a link for all authenticated users (privileged and unprivileged) in the Quickbar or PersonalQuickBar. What is the best way of making this (RT 4.0.6) ? Thanks for your help, Horst ________________________________ Note Importante: Le contenu de ce courriel est uniquement r?serv? ? la personne ou l'organisme ? qui il est destin?. Si vous n'?tes pas le destinataire pr?vu, veuillez nous en informer au plus vite et d?truire le pr?sent courriel. Dans ce cas, il ne vous est pas permis de copier ce courriel, de le distribuer ou de l'utiliser de quelque mani?re que ce soit. ________________________________ Important Notice: The content of this e-mail is intended only and solely for the use of the named recipient or organization. If you are not the named recipient, please inform us immediately and delete the present e-mail. In this case, you are not allowed to copy, distribute or use this e-mail in any way. ________________________________ -------------- next part -------------- An HTML attachment was scrubbed... URL: From drasar at ics.muni.cz Thu Sep 27 04:53:05 2012 From: drasar at ics.muni.cz (Martin Drasar) Date: Thu, 27 Sep 2012 10:53:05 +0200 Subject: [rt-users] Signing by default Message-ID: <506413F1.4080401@ics.muni.cz> Hi, when a user responds to a ticket at our site, the message is forwarded to all interested parties and the user's name and email is untouched (i.e. no 'via RT', changed mail or anything else). We would like to enable default signing, but there is a problem with those mails. As they have an email address the RT does not have the secret key for, they are not sent. We in fact only need to enable default signing for messages created via web interface. Is there some clean way to do it? I know that I can hack the SignEncryptWidget and hardcode the Sign value there, thus forcing the signing only in the web interface, but this does not seem like a long-term solution. Do you have any idea for clean solution? Thanks, Martin From bart at pleh.info Thu Sep 27 05:36:10 2012 From: bart at pleh.info (Bart) Date: Thu, 27 Sep 2012 11:36:10 +0200 Subject: [rt-users] Customize Notifications (on correspond send e-mail to all requestors and Ccs) In-Reply-To: <50639BAC.9040201@bestpractical.com> References: <50639BAC.9040201@bestpractical.com> Message-ID: Hi Thomas, Thanks for your reply. When I disable those scrips I get the following effect: - First off, the behavior I want to disable is disabled. - But, the autoreply scrip doesn't work anymore. - And, any type of outgoing mail stops working. RT simply registers the correspondence when you send a reply but doesn't record outgoing mail. I guess what I want to achieve is the following: 1. Leave the autoreply upon ticket creating in tact, we want to keep the ability to send requestors a default mail with their ticket ID + a small note that we're working on it and that we've received the mail correctly. 2. Keep the ability to actually send e-mails to requestors or to one-time cc's. 3. But disable the feature where an incoming mail for a ticket triggers something which sends an e-mail to all requestors/cc's. This specific feature is something that we'd want to disable for all queue's, but when we manually send an e-mail from RT to one or more people then the mail has to go to those people that we've selected during creating the correspondence. 4. Also, other scrips that send mails when someone sets you as an owner, etc. should also keep working. Just the feature of point 3 which is triggered upon receiving an e-mail is what we want to disable. I'm assuming then that I'd have to modify the behavior of these scrips so that they only trigger when sent from RT itself. I'm assuming this means that I'll have to write a custom condition for these scrips, what would be the best way to do this? I'd probably need to get the original condition and then modify it, but where do I find this? (and where to start) -- Bart 2012/9/27 Thomas Sibley > On 09/25/2012 02:28 AM, Bart wrote: > > By default, when you have a ticket and linked a few requestors and cc's > > to that ticket RT will send an e-mail to everyone when someone sends an > > e-mail to RT with the ticket ID in the subject. > > We\re looking for the ability to disable this feature for a few queue's. > > Do you want to disable it only for incoming email to the ticket or all > on replies to the ticket including those from the web? > > > The problem however is that I'm unable to figure out which scrip I need > > to modify to achieve this, I'm guessing between the following scrips but > > I keep breaking unwanted things when I disable one of them: > > > > * On Correspond Notify Other Recipients > > * On Correspond Notify Requestors and Ccs > > * On Comment Notify Other Recipients as Comment > > "On Correspond Notify Requestors and Ccs" is the default scrip shipped > with RT which handles the behaviour you described above. > > "On Correspond Notify Other Recipients" handles the One-time Cc and > One-time Bcc fields in the web UI and technically may be triggered by > incoming email as well with the headers RT-Send-Cc and RT-Send-Bcc. > Most of the time this scrip only fires on web replies. > > "On Comment ..." deals only with comments, not replies (correspondence). > > > When looking around I found the extension > > RT::Extension::NotificationMatrix but it doesn't really seem to exist on > > the CPAN pages + installation instructions aren't available for > > installing this plugin from the Git repository. > > > > Apart from the nice find, I'm not jumping on the idea of using this > > extension when there's barely any documentation available. > > Your intuition is correct. NotificationMatrix is a nice idea in > concept, but the implementation in the git repo has a few... quirks. > It's also a) only compatible with 3.8 and b) built upon a subsystem of > RT that's getting removed in 4.2. > > > So my main question is how to disable the described notification > > behavior when someone sends a reply to a ticket? Which scrip do I > > disable or edit for this behavior to change? > > If you're looking to disable ALL redistribution of replies to tickets, > both via email and the web, you can disable the first two scrips you > list above (change their "Stage" to "disabled"). > > Since these are global scrips, however, that'll affect all queues. To > only affect certain queues, you can create an intentionally blank > Correspondence template in each desired queue. (The On Correspond > scrips you mention above use the Correspondence template unless you've > changed it to something else.) Queue level templates override global > ones with the same name for tickets in that queue, and blank templates > suppress mail. > > Hopefully that helps. > > Thomas > > -------- > Final RT training for 2012 in Atlanta, GA - October 23 & 24 > http://bestpractical.com/training > > We're hiring! http://bestpractical.com/jobs > -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Thu Sep 27 11:40:46 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 27 Sep 2012 11:40:46 -0400 Subject: [rt-users] different signature depending on queue In-Reply-To: <38fd6e65-6907-48ff-a552-df667a33c3ea@akosua.telenet-ops.be> References: <20120924162516.GE1070@jibsheet.com> <38fd6e65-6907-48ff-a552-df667a33c3ea@akosua.telenet-ops.be> Message-ID: <20120927154046.GI1070@jibsheet.com> On Wed, Sep 26, 2012 at 03:46:49PM +0200, inbel1 at telenet.be wrote: > >> We have different queues over here in RT4. > >> Every department used to have one or more queues. > >> If a ticket did need some action/response from a colleague from another department, the ticket > >> was transferred to that queue. > >> > >> But now we have some 'hybrid' queues with tickets that must be handled by people from > >> different departments together. > >> And their signature should be mentioning something else than the signature that is put in if > >> they respond to tickets in their 'native' queue. > >> > >> So how can I make the signature queue dependent per user? > > >Most people implement this in queue specific templates, depending on > >how much customization is needed per user (you can pair templates and > >user custom fields to achieve most things). > > >There is no built-in per-queue signature functionality. > I have tested some stuff and I have created a new template. > I have included the signature (mix of variables and plain text) after { $Transaction->Content() } > It works, but the 'signature' gets (ofcourse) included at the bottom of the mail which is not good if you have a tickets with multiple comments in it. If it was a regular signature, RT would include it at the bottom of the email too (it would go after all the quoted text). I'm not sure how that's different from being at the bottom of the Template. If you want a custom signature to go at the top of the quote text when you reply, you'd need to use a callback to do this in the web ui. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Thu Sep 27 11:43:04 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 27 Sep 2012 11:43:04 -0400 Subject: [rt-users] How to link SLAs to customer (requestors) or groups In-Reply-To: <50631607.9060206@drecomm.nl> References: <50631607.9060206@drecomm.nl> Message-ID: <20120927154304.GJ1070@jibsheet.com> On Wed, Sep 26, 2012 at 04:49:43PM +0200, Hans Vos | Drecomm wrote: > We are looking into implementing RT for our organization. For this > to work we need to have SLA support. I found an extension for this > and as I understand it an SLA is assigned based on a queue. This > behavior is slightly confusing to me and I don't see how this would > work. > > SLAs are linked to customers and when an employee from company X > sends us an e-mail (where company X has a Bronze SLA) we would like > RT to assign that particular SLA to the ticket. For this to work I > think SLAs need to be linked to requestors or maybe groups. We then > link the contact for that company to the group as requestors. In this case, you have a Bronze queue that people email (that's how we do it). However, I've implemented user specific overrides by creating a User custom field and on ticket creation, if the user has the custom field set, overriding the queue default SLA value. You could do similar things by checking the requestor's groups for CFs rather than checking the Requestor for CFs. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Thu Sep 27 11:47:18 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 27 Sep 2012 11:47:18 -0400 Subject: [rt-users] How to add a link in the quickbar ? In-Reply-To: <49BFBF371580BE4A921A738E1E1C95C5195F978F@PSDAG01.office.loro.swiss> References: <49BFBF371580BE4A921A738E1E1C95C5195F978F@PSDAG01.office.loro.swiss> Message-ID: <20120927154718.GK1070@jibsheet.com> On Thu, Sep 27, 2012 at 06:46:29AM +0000, Kriegers Horst wrote: > I wish to add a link for all authenticated users (privileged and unprivileged) in the Quickbar > or PersonalQuickBar. > > What is the best way of making this (RT 4.0.6) ? This wiki article should cover the basics. http://requesttracker.wikia.com/wiki/Menus -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From bluethundr at gmail.com Thu Sep 27 11:57:55 2012 From: bluethundr at gmail.com (Tim Dunphy) Date: Thu, 27 Sep 2012 11:57:55 -0400 Subject: [rt-users] group rights do not work In-Reply-To: <506389C8.2070202@efashionsolutions.com> References: <50634DAA.2010707@efashionsolutions.com> <506389C8.2070202@efashionsolutions.com> Message-ID: Hey guys, Thanks and I genuinely appreciate your replies >Hi TIm, ** ** >Is the mmtech user now set up as privileged? None of the rights changes you apply will take effect on non-privileged users.**** No the mmtest user is not setup as privileged. This is is intentional. Because unless I'm mistaken (and I'll be the first one to admit I might be) a privileged user will see all queues in addition to their own. The goal here is to get a non privileged user to see only their queue and also I'd like it if they could see their dashboard as well. But let me ask a stupid question if I may. Is this all that an unprivileged user is supposed to see? I thought even an unprivileged user given the appropriate rights should be able to see elements like '10 newest tickets I own', 'My reminders' , 'quick ticket creation' and etc. But instead this is all the mmtest user can see: [image: Inline image 1] ** >Silly question.. >Can you go to the mmtech *user* and click "Memberships"? >What's the output of that? If I go to the mmtest user and click memberships this is what I see: [image: Inline image 3] And these are the group rights for the mmtech group [image: Inline image 4] So in short I"m hoping to give the mmtest user access to the mmtech queue and see a few more visual elements than what is displayed in the first screenshot I display. Ideally I'd want them to have access to their Dashboard as well. Thanks once again for your input Tim On Wed, Sep 26, 2012 at 7:03 PM, Glenn E. Sieb wrote: > On 09/26/2012 05:28 PM, Tim Dunphy wrote: > >> Hi Glenn, >> >> Thanks for your input. However no progress has been made tho I followed >> your advice to the letter. >> >> > Silly question.. > > Can you go to the mmtech *user* and click "Memberships"? > > What's the output of that? > > > Best, > --Glenn > > -- > Glenn E. Sieb > System Administrator > +1 201 809-4958 > > eFashionSolutions > 80 Enterprise Avenue South > Secaucus, NJ 07094 > > -- GPG me!! gpg --keyserver pool.sks-keyservers.net --recv-keys F186197B -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image.png Type: image/png Size: 50092 bytes Desc: not available URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image.png Type: image/png Size: 28545 bytes Desc: not available URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image.png Type: image/png Size: 33580 bytes Desc: not available URL: From falcone at bestpractical.com Thu Sep 27 12:14:13 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 27 Sep 2012 12:14:13 -0400 Subject: [rt-users] group rights do not work In-Reply-To: References: <50634DAA.2010707@efashionsolutions.com> <506389C8.2070202@efashionsolutions.com> Message-ID: <20120927161413.GL1070@jibsheet.com> On Thu, Sep 27, 2012 at 11:57:55AM -0400, Tim Dunphy wrote: > No the mmtest user is not setup as privileged. This is is intentional. Because unless I'm > mistaken (and I'll be the first one to admit I might be) a privileged user will see all queues > in addition to their own. You've misunderstood Privileged vs Unprivileged. Privileged users have access to the full RT UI, Unprivileged users will always be redirected to the SelfService UI. Privileged users do not "see everything" in RT. They see only what they are assigned rights for (otherwise how could you limit Privileged staff users to only working in a single Queue). If you want a user to see RT At a Glance, they must be Privileged. -kevin > The goal here is to get a non privileged user to see only their > queue and also I'd like it if they could see their dashboard as well. But let me ask a stupid > question if I may. Is this all that an unprivileged user is supposed to see? I thought even an > unprivileged user given the appropriate rights should be able to see elements like '10 newest > tickets I own', 'My reminders' , 'quick ticket creation' and etc. But instead this is all the > mmtest user can see: > -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From mfuller at bandtel.com Thu Sep 27 12:27:51 2012 From: mfuller at bandtel.com (Mark Fuller) Date: Thu, 27 Sep 2012 12:27:51 -0400 Subject: [rt-users] Auto create user default password Message-ID: <6434a65760f5187c85917bf616828574@mail.gmail.com> Is there a way when a user is auto created because of an email they sent to have a password set for them automatically when the user is created? Mark -------------- next part -------------- An HTML attachment was scrubbed... URL: From bluethundr at gmail.com Thu Sep 27 12:32:48 2012 From: bluethundr at gmail.com (Tim Dunphy) Date: Thu, 27 Sep 2012 12:32:48 -0400 Subject: [rt-users] group rights do not work In-Reply-To: <20120927161413.GL1070@jibsheet.com> References: <50634DAA.2010707@efashionsolutions.com> <506389C8.2070202@efashionsolutions.com> <20120927161413.GL1070@jibsheet.com> Message-ID: >You've misunderstood Privileged vs Unprivileged. >Privileged users have access to the full RT UI, Unprivileged users >will always be redirected to the SelfService UI. >Privileged users do not "see everything" in RT. They see only what >they are assigned rights for (otherwise how could you limit Privileged >staff users to only working in a single Queue). >If you want a user to see RT At a Glance, they must be Privileged. Great! Thanks for the clarification. Really the only issue I want to address is that when the mmtest user sees the full UI the '10 newest unowned tickets' displays tickets from all queues. That's why I thought that the user being privileged gave a user access to 'everything'. [image: Inline image 1] Sorry if this is a rather basic question, but how would I get the 'mmtest' user (who is now privileged) to see only tickets from the MMTECH queue and not see any tickets at all from the Ops queue in their '10 Newest Unowned Tickets'? Lastly in 'Queues I administer' how can I limit the members of the mmtech group to only administer that queue? [image: Inline image 2] thanks Tim On Thu, Sep 27, 2012 at 12:14 PM, Kevin Falcone wrote: > On Thu, Sep 27, 2012 at 11:57:55AM -0400, Tim Dunphy wrote: > > No the mmtest user is not setup as privileged. This is is > intentional. Because unless I'm > > mistaken (and I'll be the first one to admit I might be) a privileged > user will see all queues > > in addition to their own. > > You've misunderstood Privileged vs Unprivileged. > Privileged users have access to the full RT UI, Unprivileged users > will always be redirected to the SelfService UI. > > Privileged users do not "see everything" in RT. They see only what > they are assigned rights for (otherwise how could you limit Privileged > staff users to only working in a single Queue). > > If you want a user to see RT At a Glance, they must be Privileged. > > -kevin > > > The goal here is to get a non privileged user to see only their > > queue and also I'd like it if they could see their dashboard as well. > But let me ask a stupid > > question if I may. Is this all that an unprivileged user is supposed > to see? I thought even an > > unprivileged user given the appropriate rights should be able to see > elements like '10 newest > > tickets I own', 'My reminders' , 'quick ticket creation' and etc. But > instead this is all the > > mmtest user can see: > > > > > -------- > Final RT training for 2012 in Atlanta, GA - October 23 & 24 > http://bestpractical.com/training > > We're hiring! http://bestpractical.com/jobs > > -- GPG me!! gpg --keyserver pool.sks-keyservers.net --recv-keys F186197B -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image.png Type: image/png Size: 53074 bytes Desc: not available URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image.png Type: image/png Size: 10621 bytes Desc: not available URL: From trs at bestpractical.com Thu Sep 27 12:51:24 2012 From: trs at bestpractical.com (Thomas Sibley) Date: Thu, 27 Sep 2012 09:51:24 -0700 Subject: [rt-users] Signing by default In-Reply-To: <506413F1.4080401@ics.muni.cz> References: <506413F1.4080401@ics.muni.cz> Message-ID: <5064840C.2000309@bestpractical.com> On 09/27/2012 01:53 AM, Martin Drasar wrote: > when a user responds to a ticket at our site, the message is forwarded > to all interested parties and the user's name and email is untouched > (i.e. no 'via RT', changed mail or anything else). This behaviour is strange. Why are you setting From: to individual email addresses instead of back into RT? > We would like to enable default signing, but there is a problem with > those mails. As they have an email address the RT does not have the > secret key for, they are not sent. > > We in fact only need to enable default signing for messages created via > web interface. Is there some clean way to do it? I know that I can hack > the SignEncryptWidget and hardcode the Sign value there, thus forcing > the signing only in the web interface, but this does not seem like a > long-term solution. > > Do you have any idea for clean solution? Use a small bit of javascript in a callback to twiddle the Sign checkbox on update pages. Clean customization, no need to hack up core components. From tackittj at reed.edu Thu Sep 27 15:10:44 2012 From: tackittj at reed.edu (Josh Tackitt) Date: Thu, 27 Sep 2012 12:10:44 -0700 Subject: [rt-users] modify behavior of the Take action? Message-ID: <5064A4B4.1060306@reed.edu> We have a saved search on our Dashboards for "Unowned Tickets" that displays the Owner as "Nobody". Clicking on "Nobody" makes you the owner and then displays the ticket. How would we change the behavior such that ownership is changed but we don't get redirected to the ticket? We'd prefer to stay in our dashboard, if possible. Thanks, Josh -- Reed College Computer Hardware Services 503-788-6661 From Chris.okelly at minecorp.com.au Thu Sep 27 18:34:24 2012 From: Chris.okelly at minecorp.com.au (Chris O'Kelly) Date: Fri, 28 Sep 2012 08:34:24 +1000 Subject: [rt-users] group rights do not work In-Reply-To: References: <50634DAA.2010707@efashionsolutions.com> <506389C8.2070202@efashionsolutions.com> <20120927161413.GL1070@jibsheet.com> Message-ID: Hi, I think it sounds as though there are other rights set up beside this one, possibly globally configured ones. I can't say for sure without seeing your setup, but here's the cases I can think of that would cause this rights scenario: -In Tools>Configuration>Global>User Rights : MMTECH has been assigned the SeeQueue (View Queue) right. -In Tools>Configuration>Global>Group Rights : MMTECH has been assigned the SeeQueue (View Queue) right. -In Tools>Configuration>Global>Group Rights : MMTECH has been assigned the SeeQueue (View Queue) right. -In Tools>Configuration>Global>Group Rights : Everyone has been assigned the SeeQueue (View Queue) right. -In Tools>Configuration>Global>Group Rights : Privileged has been assigned the SeeQueue (View Queue) right. -In Tools>Configuration>Global>Group Rights : AdminCC has been assigned the SeeQueue (View Queue) right, and the MMTECH user is set up as AdminCC on the other queues (unlikely?). -In Tools>Configuration>Queues>[The other queues]>[User|Group] Rights : MMTECH (user or group) has been assigned the SeeQueue (View Queue) right (unlikely?). Essentially, for a given queue, one can see it given that : User is Privileged, and [ User has SeeQueue right in that queue's User Rights section or User is in a group/role that has been assigned the SeeQueue right in that queue's Group Rights or User has SeeQueue right in global configuration User Rights or User is in a group/role that has been assigned the SeeQueue right in global configuration or User (Or a group they are in) has been assigned the SuperUser right in global configuration ] I think it's most likely you've made the same mistake I did starting out with RT rights - I thought a user first needed the global SeeQueue right for the queue-specific SeeQueue rights to take effect, so I gave Everyone SeeQueue globally then planned to also give it in specific queues for particular groups. Really though a user just needs the right anywhere up the line from their current context. Regards Chris O'Kelly Web Administrator Minecorp Australia 37 Murdoch Circuit Acacia Ridge QLD 4110 minecorp.com.au P: 07 3723 1000 M: 0450 586 190 E: Chris.okelly at minecorp.com.au S: chris.okelly.mvs [http://i50.tinypic.com/53qp8j.gif] From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Tim Dunphy Sent: Friday, 28 September 2012 2:33 AM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] group rights do not work >You've misunderstood Privileged vs Unprivileged. >Privileged users have access to the full RT UI, Unprivileged users >will always be redirected to the SelfService UI. >Privileged users do not "see everything" in RT. They see only what >they are assigned rights for (otherwise how could you limit Privileged >staff users to only working in a single Queue). >If you want a user to see RT At a Glance, they must be Privileged. Great! Thanks for the clarification. Really the only issue I want to address is that when the mmtest user sees the full UI the '10 newest unowned tickets' displays tickets from all queues. That's why I thought that the user being privileged gave a user access to 'everything'. [cid:image001.png at 01CD9D52.399A1210] Sorry if this is a rather basic question, but how would I get the 'mmtest' user (who is now privileged) to see only tickets from the MMTECH queue and not see any tickets at all from the Ops queue in their '10 Newest Unowned Tickets'? Lastly in 'Queues I administer' how can I limit the members of the mmtech group to only administer that queue? [cid:image002.png at 01CD9D52.399A1210] thanks Tim On Thu, Sep 27, 2012 at 12:14 PM, Kevin Falcone > wrote: On Thu, Sep 27, 2012 at 11:57:55AM -0400, Tim Dunphy wrote: > No the mmtest user is not setup as privileged. This is is intentional. Because unless I'm > mistaken (and I'll be the first one to admit I might be) a privileged user will see all queues > in addition to their own. You've misunderstood Privileged vs Unprivileged. Privileged users have access to the full RT UI, Unprivileged users will always be redirected to the SelfService UI. Privileged users do not "see everything" in RT. They see only what they are assigned rights for (otherwise how could you limit Privileged staff users to only working in a single Queue). If you want a user to see RT At a Glance, they must be Privileged. -kevin > The goal here is to get a non privileged user to see only their > queue and also I'd like it if they could see their dashboard as well. But let me ask a stupid > question if I may. Is this all that an unprivileged user is supposed to see? I thought even an > unprivileged user given the appropriate rights should be able to see elements like '10 newest > tickets I own', 'My reminders' , 'quick ticket creation' and etc. But instead this is all the > mmtest user can see: > -------- Final RT training for 2012 in Atlanta, GA - October 23 & 24 http://bestpractical.com/training We're hiring! http://bestpractical.com/jobs -- GPG me!! gpg --keyserver pool.sks-keyservers.net --recv-keys F186197B -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image001.png Type: image/png Size: 53074 bytes Desc: image001.png URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image002.png Type: image/png Size: 10621 bytes Desc: image002.png URL: From Horst.Kriegers at loro.ch Fri Sep 28 01:16:43 2012 From: Horst.Kriegers at loro.ch (Kriegers Horst) Date: Fri, 28 Sep 2012 05:16:43 +0000 Subject: [rt-users] How to add a link in the quickbar ? In-Reply-To: <20120927154718.GK1070@jibsheet.com> References: <49BFBF371580BE4A921A738E1E1C95C5195F978F@PSDAG01.office.loro.swiss> <20120927154718.GK1070@jibsheet.com> Message-ID: <49BFBF371580BE4A921A738E1E1C95C5195FAD0C@PSDAG01.office.loro.swiss> Thanks, I've now a new item on my menu, it's OK. Now have 2 questions : - This new item is (automatically ?) inserted between the items "Tool" and "Configuration" . It's possible to change the sort order so that my new item is always positioned at the end of the menu ? - This new item is accessible only for Privileged users, how it's possible to make this accessible for all authenticated users (Privileged and unprivileged) ? Horst Ps Sorry for my poor English ... ________________________________ Note Importante: Le contenu de ce courriel est uniquement r?serv? ? la personne ou l'organisme ? qui il est destin?. Si vous n'?tes pas le destinataire pr?vu, veuillez nous en informer au plus vite et d?truire le pr?sent courriel. Dans ce cas, il ne vous est pas permis de copier ce courriel, de le distribuer ou de l'utiliser de quelque mani?re que ce soit. ________________________________ Important Notice: The content of this e-mail is intended only and solely for the use of the named recipient or organization. If you are not the named recipient, please inform us immediately and delete the present e-mail. In this case, you are not allowed to copy, distribute or use this e-mail in any way. ________________________________ From tom.robinson at motec.com.au Fri Sep 28 03:04:59 2012 From: tom.robinson at motec.com.au (Tom Robinson) Date: Fri, 28 Sep 2012 17:04:59 +1000 Subject: [rt-users] Command By Mail broken in 4.0.7 Message-ID: <50654C1B.3060706@motec.com.au> Hi, Since upgrading from RT 3.8.8 to 4.0.7 Command By Mail has broken. Is there something basic I'm missing like 'this doesn't work on 4.0.7' or 'Command by mail is now built-in'? RT-Extension-CommandByMail-0.10 As I have multiple instances I have compiled and installed like so: # RTHOME=/usr/local/rt4 perl Makefile.PL Cannot determine perl version info from lib/RT/Extension/CommandByMail.pm Using RT configuration from /usr/local/rt4/lib/RT.pm: ./lib => /usr/local/rt4/local/plugins/RT-Extension-CommandByMail/lib *** Module::AutoInstall version 1.03 *** Checking for Perl dependencies... [Core Features] - Test::More ...loaded. (0.98) - IPC::Open2 ...loaded. (1.02) - UNIVERSAL::require ...loaded. (0.13) - MIME::Entity ...loaded. (5.428 >= 5.420) *** Module::AutoInstall configuration finished. Open input '/usr/src/RT-Extension-CommandByMail-0.10/xt/utils.pl' file for substitution Open output '/usr/src/RT-Extension-CommandByMail-0.10/xt/utils.pl' file for substitution Checking if your kit is complete... Looks good Writing Makefile for RT::Extension::CommandByMail # make cp lib/RT/Extension/CommandByMail.pm blib/lib/RT/Extension/CommandByMail.pm cp lib/RT/Interface/Email/Filter/TakeAction.pm blib/lib/RT/Interface/Email/Filter/TakeAction.pm Manifying blib/man3/RT::Extension::CommandByMail.3pm Manifying blib/man3/RT::Interface::Email::Filter::TakeAction.3pm # make install Installing /usr/local/rt4/local/plugins/RT-Extension-CommandByMail/lib/RT/Extension/CommandByMail.pm Installing /usr/local/rt4/local/plugins/RT-Extension-CommandByMail/lib/RT/Interface/Email/Filter/TakeAction.pm Appending installation info to /usr/local/rt4/local/plugins/RT-Extension-CommandByMail/lib/perllocal.pod # find /usr/local/rt4/local/plugins/RT-Extension-CommandByMail/ /usr/local/rt4/local/plugins/RT-Extension-CommandByMail/ /usr/local/rt4/local/plugins/RT-Extension-CommandByMail/lib /usr/local/rt4/local/plugins/RT-Extension-CommandByMail/lib/perllocal.pod /usr/local/rt4/local/plugins/RT-Extension-CommandByMail/lib/RT /usr/local/rt4/local/plugins/RT-Extension-CommandByMail/lib/RT/Extension /usr/local/rt4/local/plugins/RT-Extension-CommandByMail/lib/RT/Extension/CommandByMail.pm /usr/local/rt4/local/plugins/RT-Extension-CommandByMail/lib/RT/Interface /usr/local/rt4/local/plugins/RT-Extension-CommandByMail/lib/RT/Interface/Email /usr/local/rt4/local/plugins/RT-Extension-CommandByMail/lib/RT/Interface/Email/Filter /usr/local/rt4/local/plugins/RT-Extension-CommandByMail/lib/RT/Interface/Email/Filter/TakeAction.pm I have restarted Apache. In my RT_SiteConfig.pm I have: Set( @Plugins, ( qw( RT::Extension::CommandByMail RT::Extension::JSGantt RT::Authen::ExternalAuth RTx::Calendar ) ) ); # Command By Mail @MailPlugins = qw( Auth::MailFrom Filter::TakeAction ); #Set( $CommandByMailGroup, group_id ); Any clues would be appreciated. Regards, Tom -- Tom Robinson System Administrator MoTeC Pty Ltd 121 Merrindale Drive Croydon South 3136 Victoria Australia T: +61 3 9761 5050 F: +61 3 9761 5051 E: tom.robinson at motec.com.au -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 250 bytes Desc: OpenPGP digital signature URL: From h.vos at drecomm.nl Fri Sep 28 07:00:53 2012 From: h.vos at drecomm.nl (Hans Vos | Drecomm) Date: Fri, 28 Sep 2012 13:00:53 +0200 Subject: [rt-users] How to link SLAs to customer (requestors) or groups In-Reply-To: <20120927154304.GJ1070@jibsheet.com> References: <50631607.9060206@drecomm.nl> <20120927154304.GJ1070@jibsheet.com> Message-ID: <50658365.4010907@drecomm.nl> Hi Kevin, Thank you for your reply. I am not very happy with a solution where people should send e-mail to different addresses depending on which SLA they have. I just want to have our regular support at ... address and not support-bronze at ... for example. This is not very customer-friendly. So, this means that I can live with a solution where we make a group for a particular company and a custom field for the SLA of that company. Then assign users to that group which are the people we communicate with. When a ticket has been created from a requestor in that group it must be assigned the correct SLA. I am not really sure that the SLA plugin does exactly in RT as far as I can tell it only assigned the correct due date depending on the SLA. Am I correct in this? Does anybody have an idea how we could implement the assignment of SLA based on a group and a custom field for that group? -- Kind regards, Hans Vos Op 27-9-2012 17:43, Kevin Falcone schreef: > On Wed, Sep 26, 2012 at 04:49:43PM +0200, Hans Vos | Drecomm wrote: >> We are looking into implementing RT for our organization. For this >> to work we need to have SLA support. I found an extension for this >> and as I understand it an SLA is assigned based on a queue. This >> behavior is slightly confusing to me and I don't see how this would >> work. >> >> SLAs are linked to customers and when an employee from company X >> sends us an e-mail (where company X has a Bronze SLA) we would like >> RT to assign that particular SLA to the ticket. For this to work I >> think SLAs need to be linked to requestors or maybe groups. We then >> link the contact for that company to the group as requestors. > In this case, you have a Bronze queue that people email (that's how we > do it). > > However, I've implemented user specific overrides by creating a User > custom field and on ticket creation, if the user has the custom field > set, overriding the queue default SLA value. You could do similar things by > checking the requestor's groups for CFs rather than checking the > Requestor for CFs. > > -kevin From francesca.delcorso at bo.infn.it Fri Sep 28 09:56:15 2012 From: francesca.delcorso at bo.infn.it (Francesca Del Corso) Date: Fri, 28 Sep 2012 15:56:15 +0200 Subject: [rt-users] menu tabs missing after upgrade from RT 4.0.6 to RT 4.0.7 Message-ID: <007901cd9d81$0a16a290$1e43e7b0$@bo.infn.it> Hi all, I recently upgrade my RT installation from 4.0.6 to 4.0.7 , I have a 64 bit Centos 6.3 virtual machine with MySql ver 5.1.61, Apache/2.2.15, FastCGI 2.4.6, sendmail 8.14.5, Perl 5.10.1. After upgrading, when I logon to the system as root I cannot see any tabs in the Menu (Home, Tickets, Tools, Logged in as root) so I can't logout or doing a search; after creating a new ticket under General queue via RT web page, I cannot write the body of the ticket if I am root, if I am a a simple user I can. I try to reiniziale the database (make inizialize-database), now I can write the issue in a new ticket if am logged as root but I still cannot see the menu tabs. I make also a clean RT 4.0.7 installation in the same environment and these problems didn't happen. What's the problem in the upgrade process? Thank you for your attention Francesca Del Corso INFN Sez. Bologna Via Irnerio 46, Bologna - Italy -------------- next part -------------- An HTML attachment was scrubbed... URL: From jbrandt at bestpractical.com Fri Sep 28 10:33:26 2012 From: jbrandt at bestpractical.com (Jim Brandt) Date: Fri, 28 Sep 2012 10:33:26 -0400 Subject: [rt-users] menu tabs missing after upgrade from RT 4.0.6 to RT 4.0.7 In-Reply-To: <007901cd9d81$0a16a290$1e43e7b0$@bo.infn.it> References: <007901cd9d81$0a16a290$1e43e7b0$@bo.infn.it> Message-ID: <5065B536.3040101@bestpractical.com> Did you run the configure script in the new 4.0.7 with the same options as 4.0.6? Also, did you clear your mason cache and restart the server after upgrading? On 9/28/12 9:56 AM, Francesca Del Corso wrote: > Hi all, I recently upgrade my RT installation from 4.0.6 to 4.0.7 , I have > a 64 bit Centos 6.3 virtual machine with MySql ver 5.1.61, Apache/2.2.15, > FastCGI 2.4.6, sendmail 8.14.5, Perl 5.10.1. > > After upgrading, when I logon to the system as root I cannot see any tabs in > the Menu (Home, Tickets, Tools, Logged in as root) so I can't logout or > doing a search; after creating a new ticket under General queue via RT web > page, I cannot write the body of the ticket if I am root, if I am a a simple > user I can. I try to reiniziale the database (make inizialize-database), > now I can write the issue in a new ticket if am logged as root but I still > cannot see the menu tabs. > > I make also a clean RT 4.0.7 installation in the same environment and these > problems didn't happen. > > What's the problem in the upgrade process? > > > > Thank you for your attention > > > > Francesca Del Corso > > > > INFN Sez. Bologna > > Via Irnerio 46, Bologna - Italy > > > > > > -------- > Final RT training for 2012 in Atlanta, GA - October 23 & 24 > http://bestpractical.com/training > > We're hiring! http://bestpractical.com/jobs > -- From ruz at bestpractical.com Fri Sep 28 11:03:53 2012 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Fri, 28 Sep 2012 19:03:53 +0400 Subject: [rt-users] Command By Mail broken in 4.0.7 In-Reply-To: <50654C1B.3060706@motec.com.au> References: <50654C1B.3060706@motec.com.au> Message-ID: On Fri, Sep 28, 2012 at 11:04 AM, Tom Robinson wrote: > # Command By Mail > @MailPlugins = qw( Auth::MailFrom Filter::TakeAction ); > #Set( $CommandByMailGroup, group_id ); Set( @MailPlugins, ....); But it's not that much important. All you showed looks good. Next step is to collect RT logs. -- Best regards, Ruslan. From ruz at bestpractical.com Fri Sep 28 11:05:20 2012 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Fri, 28 Sep 2012 19:05:20 +0400 Subject: [rt-users] How to add a link in the quickbar ? In-Reply-To: <49BFBF371580BE4A921A738E1E1C95C5195FAD0C@PSDAG01.office.loro.swiss> References: <49BFBF371580BE4A921A738E1E1C95C5195F978F@PSDAG01.office.loro.swiss> <20120927154718.GK1070@jibsheet.com> <49BFBF371580BE4A921A738E1E1C95C5195FAD0C@PSDAG01.office.loro.swiss> Message-ID: On Fri, Sep 28, 2012 at 9:16 AM, Kriegers Horst wrote: > - This new item is accessible only for Privileged users, how it's possible to make this accessible for all authenticated users (Privileged and unprivileged) ? There are two callbacks in the file. One for SelfService interface and second for full UI. -- Best regards, Ruslan. From kirby at umbc.edu Fri Sep 28 14:28:59 2012 From: kirby at umbc.edu (Joe Kirby) Date: Fri, 28 Sep 2012 14:28:59 -0400 Subject: [rt-users] Help with RT-at-a-Glance Message-ID: <849B4FE6-8C7E-46F6-9A1A-27DBE3695EA5@umbc.edu> I have a really weird thing going on. Version 4.0.6 for RT-at-a-Glance reports. I have the limit set to 10 on several reports and on 1 users screen there are many reports of 10 or less depending on the number of items eligible. I have the same reports on another user and the 10 limit is ignored on some of the reports and the reports show 100. I cannot see any difference in their setups etc. Any ideas? I have adjusted the limit to 5 on the options screen available to a user and also verified that Search option available to each user is set to 10. Thanks Joe Joe Kirby , Assistant Vice President, Business Systems Division of Information Technology (DoIT) Support Response - http://www.umbc.edu/doit Administration 627 Office - 410-455-3020 Email - kirby at umbc.edu -------------- next part -------------- An HTML attachment was scrubbed... URL: From kirby at umbc.edu Fri Sep 28 14:33:10 2012 From: kirby at umbc.edu (Joe Kirby) Date: Fri, 28 Sep 2012 14:33:10 -0400 Subject: [rt-users] Please ignore last request for Help with RT-at-a-Glance Message-ID: I work with this off and on for over an hour and just saw my issue. on the user preference to setup RT-at-a-Glance there is also an option for number of rows and it was set to 100 I am sorry to have bothered you on this matter Joe Joe Kirby , Assistant Vice President, Business Systems Division of Information Technology (DoIT) Support Response - http://www.umbc.edu/doit Administration 627 Office - 410-455-3020 Email - kirby at umbc.edu -------------- next part -------------- An HTML attachment was scrubbed... URL: From barainty-rtusers at citytwist.com Fri Sep 28 16:40:41 2012 From: barainty-rtusers at citytwist.com (barainty-rtusers at citytwist.com) Date: Fri, 28 Sep 2012 16:40:41 -0400 Subject: [rt-users] Error starting RT 3.8 on FreeBSD 9 Message-ID: <016a01cd9db9$8663cb10$932b6130$@citytwist.com> I have a webserver running RT 3.8.7. It has been in production for over a year. I'm migrating to a new server (FreeBSD 9.0-RELEASE-p3) using the exact same configuration, but I get an http error when I try to launch the web interface. I collected the following log, right after restarting Apache. [Thu Sep 27 17:26:13 2012] [notice] caught SIGTERM, shutting down [Thu Sep 27 17:26:37 2012] [notice] Digest: generating secret for digest authentication ... [Thu Sep 27 17:26:37 2012] [notice] Digest: done [Thu Sep 27 17:26:38 2012] [notice] Apache/2.2.22 (FreeBSD) PHP/5.4.6 mod_ssl/2.2.22 OpenSSL/0.9.8q DAV/2 mod_perl/2.0.7 Perl/v5.16.0 configured -- resuming normal operations [Thu Sep 27 21:27:30 2012] [warning]: [Mason] Cannot resolve file to component: /usr/local/share/html/index.html (is file outside component root?) at /usr/local/lib/perl5/site_perl/5.16.0/HTML/Macal/lib/perl5/site_perl/5.16.0/ HTML/Mason/ApacheHandler.pm:853) On the browser page I simply get this error: Not Found The requested URL / was not found on this server. I googled around and did not found a conclusive fix or solution. Following is the httpd-vhosts.conf, which with the exception of the IP address, it's identical to the one in the production site: LoadModule perl_module libexec/apache22/mod_perl.so ServerName newtickets.int.visionamics.com ServerAlias newtickets DocumentRoot /usr/local/share/html AddDefaultCharset UTF-8 PerlRequire "/usr/local/bin/webmux.pl" order allow,deny allow from all SetHandler default SetHandler perl-script PerlHandler RT::Mason ServerName admnp004-new.int.visionamics.com ServerAlias admnp004-new DocumentRoot /usr/local/www/apache22/data/ order allow,deny allow from all ServerName support.int.visionamics.com ServerAlias support DocumentRoot /usr/local/www/apache22/support/ order allow,deny allow from all ServerName vistesting.selfmailsystem.com DocumentRoot /usr/local/www/apache22/sploit/ order allow,deny allow from all Please, advise. - Bernardo x2211 From jvdwege at xs4all.nl Sat Sep 29 14:01:59 2012 From: jvdwege at xs4all.nl (Joop) Date: Sat, 29 Sep 2012 20:01:59 +0200 Subject: [rt-users] How to link SLAs to customer (requestors) or groups In-Reply-To: <50658365.4010907@drecomm.nl> References: <50631607.9060206@drecomm.nl> <20120927154304.GJ1070@jibsheet.com> <50658365.4010907@drecomm.nl> Message-ID: <50673797.6020503@xs4all.nl> Hans Vos | Drecomm wrote: > Hi Kevin, > > Thank you for your reply. I am not very happy with a solution where > people should send e-mail to different addresses depending on which > SLA they have. I just want to have our regular support at ... address and > not support-bronze at ... for example. This is not very customer-friendly. > > So, this means that I can live with a solution where we make a group > for a particular company and a custom field for the SLA of that > company. Then assign users to that group which are the people we > communicate with. When a ticket has been created from a requestor in > that group it must be assigned the correct SLA. > > I am not really sure that the SLA plugin does exactly in RT as far as > I can tell it only assigned the correct due date depending on the SLA. > Am I correct in this? Does anybody have an idea how we could implement > the assignment of SLA based on a group and a custom field for that group? > The way I want to tackle this problem is the use Assets. Define an AssetType SLA and define a couple of SLA attributes such as how fast to respond to which priority problem and couple that to a script. I need to work this out but think it will give us a better SLA support then the plugin currently can give us. Joop