From andrius.kulbis at gmail.com  Wed Oct  1 06:14:49 2014
From: andrius.kulbis at gmail.com (andriusk)
Date: Wed, 1 Oct 2014 03:14:49 -0700 (MST)
Subject: [rt-users] Combobox not rendered and working correctly
In-Reply-To: <53C954E3.3090002@bestpractical.com>
References: <1405676610719-57971.post@n7.nabble.com>
	<53C954E3.3090002@bestpractical.com>
Message-ID: <1412158489548-58671.post@n7.nabble.com>

Hello, was this fixed? I only need a commit for this fix.



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From Gaston at huot.me  Wed Oct  1 08:36:10 2014
From: Gaston at huot.me (huotg01)
Date: Wed, 1 Oct 2014 05:36:10 -0700 (MST)
Subject: [rt-users] Regular expressions (Perl regex) for validation
In-Reply-To: <20140930141305.GC9446@ramirez.u-strasbg.fr>
References: <CADsifHRKMopeEV7Xm-V7NySm3j_qNFfSRRHV8m9naO1gob4J2A@mail.gmail.com>
	<20140930141305.GC9446@ramirez.u-strasbg.fr>
Message-ID: <1412166970388-58672.post@n7.nabble.com>

Thank you Marc for the final answer: ^(|\d{2})$

GH



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From mc at unistra.fr  Wed Oct  1 08:59:59 2014
From: mc at unistra.fr (Marc Chantreux)
Date: Wed, 1 Oct 2014 14:59:59 +0200
Subject: [rt-users] NoAuth CSS redirected to the current defaultpage?
Message-ID: <20141001125959.GB27281@ramirez.u-strasbg.fr>

hello, 

i'm trying to run rt-server.fcgi via nginx with the following
configuration. I can load the first page without any CSS.

the pb seems to be that every link renders the login page. even 

NoAuth/css/rudder/squished-a6ecd9cac12ad7882b058c189d8356f0.css

I start the server with 

     spawn-fcgi -M770 -g www-data -n -s /tmp/rt.acme.sock \
         -- sbin/rt-server.fcgi

and my current nginx config is: 

upstream acme {
	server unix:/tmp/rt.acme.sock;
}

server {
	listen 443 ssl;
	listen 80;
	server_name demo-rt-com.u-strasbg.fr;
	root /home/rt/site/acme/share/;

	location /static {
		allow all;
		autoindex off;
		expires max;
		try_files $uri @acme;
	}

	location / {
		set $path_info $uri;
		fastcgi_param SCRIPT_NAME "";
		fastcgi_pass acme;
		include fastcgi_params;
	}
}

any idea to solve it ? 

regards 
-- 
Marc Chantreux,
Mes coordonn?es: http://annuaire.unistra.fr/chercher?n=chantreux
Direction Informatique, Universit? de Strasbourg (http://unistra.fr) 
Service M?tiers, P?le Outils Collaboratifs
"Don't believe everything you read on the Internet"
    -- Abraham Lincoln


From Gaston at huot.me  Wed Oct  1 09:20:57 2014
From: Gaston at huot.me (Gaston Huot)
Date: Wed, 1 Oct 2014 09:20:57 -0400
Subject: [rt-users] Regular expressions (Perl regex) for validation
In-Reply-To: <20140930141305.GC9446@ramirez.u-strasbg.fr>
References: <CADsifHRKMopeEV7Xm-V7NySm3j_qNFfSRRHV8m9naO1gob4J2A@mail.gmail.com>
	<20140930141305.GC9446@ramirez.u-strasbg.fr>
Message-ID: <CADsifHSTan9POdw-NBXeiJ2fuj_uXhzAa8s_NA4Jq0CVX3Hx_w@mail.gmail.com>

For those who have the same question (or similar), Marc provided the
correct answer in my context: ^(|\d{2})$

Thank you Marc

GH

2014-09-30 10:13 GMT-04:00 Marc Chantreux <mc at unistra.fr>:

> On Tue, Sep 30, 2014 at 09:18:37AM -0400, Gaston Huot wrote:
> > In this custom field, the user has to enter:
> >   -either nothing
> >   -either a number of exactly 2 digits
>
> if you use the x modifier:
>
>
>     (
>         # Nothing
>     |
>         \d{2} # two digits
>     )
>
> the old school one is
>
>     (|\d{2})
>
> HTH
>
> --
> Marc Chantreux,
> Mes coordonn?es: http://annuaire.unistra.fr/chercher?n=chantreux
> Direction Informatique, Universit? de Strasbourg (http://unistra.fr)
> Service M?tiers, P?le Outils Collaboratifs
> "Don't believe everything you read on the Internet"
>     -- Abraham Lincoln
>



-- 
Gaston
514.823-7202
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From allen.joslin at gmail.com  Wed Oct  1 11:32:50 2014
From: allen.joslin at gmail.com (Al Joslin)
Date: Wed, 1 Oct 2014 11:32:50 -0400
Subject: [rt-users] rt-users Digest, Vol 126, Issue 24
In-Reply-To: <mailman.1.1411574401.16737.rt-users@lists.bestpractical.com>
References: <mailman.1.1411574401.16737.rt-users@lists.bestpractical.com>
Message-ID: <61EA95AC-E36C-4B89-B10C-85B713DD5AC4@gmail.com>


yes, absolutely !  and they are part of a group, from which they get various permissions

perhaps I should create a group for admins and grant them superUser ?



thanks
al;

------------------------------------------------

FLeon asked: (into the Nabble group, without showing up here in the list ?)

	Does the user have privileges? Meaning in the user menu, does he have the option "let this user be granted rights" turned on?

------------------------------------------------
 
> I ran the rt-validator
> 	with --check
> 	with --check --resolve
> 	with --check --resolve --force
> 
> at no time did it complain or make any indication that anything was changed
> 
> I still get the: Principal not found error
> 
> al;
> 
> 
> 
> On Sep 26, 2014, at 5:10 PM, Alex Vandiver <alexmv at bestpractical.com> wrote:
> 
>> On 09/24/2014 11:02 AM, Al Joslin wrote:
>>> I hit Save Changes and I get a message: Principal 24 not found
>> 
>> Run rt-validator -- that implies your internal user and principal tables
>> are missing rows.
>> - Alex


On Sep 24, 2014, at 12:00 PM, rt-users-request at lists.bestpractical.com wrote:

> ------------------------------
> 
> Message: 2
> Date: Wed, 24 Sep 2014 11:02:38 -0400
> From: Al Joslin <allen.joslin at gmail.com>
> To: rt-users at lists.bestpractical.com
> Subject: [rt-users] how to grant superUser ?
> Message-ID: <4A1C2D0E-1E94-4BED-82AF-D7F1EF962C3F at gmail.com>
> Content-Type: text/plain; charset=us-ascii
> 
> How are you supposed to grant SuperUser to a user?
> 
> I log in as Root and go to Admin -> Global -> User Rights
> 
> I type the username into the AddUser box and select Rights For Administrators and check the box for SuperUser
> 
> I hit Save Changes and I get a message: Principal 24 not found
> 
> What am I doing wrong ?
> 
> thanks
> al;
> 
> ------------------------------



From athompso at athompso.net  Wed Oct  1 12:43:08 2014
From: athompso at athompso.net (Adam Thompson)
Date: Wed, 01 Oct 2014 11:43:08 -0500
Subject: [rt-users] Can't locate object method "MailDashboards",
	post upgrade to 4.2.7
Message-ID: <542C2F1C.7070302@athompso.net>

I just upgraded a 4.2.3 installation to 4.2.7, and rt-email-dashboards 
suddenly broke, and now the cron job emails messages like this to me 
every hour:

> [1591] [Tue Sep 30 21:00:03 2014] [critical]: Can't locate object method "MailDashboards" via package "RT::Dashboard::Mailer" at/opt/rt4/sbin/rt-email-dashboards line 96. (/opt/rt4/sbin/../lib/RT.pm:393)
> Can't locate object method "MailDashboards" via package "RT::Dashboard::Mailer" at /opt/rt4/sbin/rt-email-dashboards line 96.

Oddly, running it by hand works just fine - it only fails when invoked 
from cron.
This is a pretty standard CentOS system, cron's execution environment is 
pretty normal, and hasn't changed.

Is this a known issue, or it there something obvious I should be doing?  
I didn't see anything in the README about this for upgrades - and I 
reiterate, it was working fine under 4.2.3, and broke immediately after 
upgrading to 4.2.7.

Thanks,

-- 
-Adam Thompson
  athompso at athompso.net
  Cell: +1 204 291-7950
  Fax: +1 204 489-6515

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From jblaine at kickflop.net  Wed Oct  1 15:37:25 2014
From: jblaine at kickflop.net (Jeff Blaine)
Date: Wed, 01 Oct 2014 15:37:25 -0400
Subject: [rt-users] Pg, full-text indexing, getting search misses
Message-ID: <542C57F5.4060203@kickflop.net>

RT 4.2.5
PostgreSQL 8.4 from RHEL 6.x
In production, working fine in general

1. Ticket 100 contained (as text/plain) the string 'foo at bar.com'
2. Ticket 100 was merged into ticket 999
3. rt-fulltext-indexer *has run* (it runs every 10 minutes)
4. rt-fulltext-indexer --all --debug has no output

PROBLEM:

This web UI search does not return ticket 999

    [Content]     [matches]    [foo at bar.com]

Any thoughts? Bug to report?


From jblaine at kickflop.net  Wed Oct  1 15:50:43 2014
From: jblaine at kickflop.net (Jeff Blaine)
Date: Wed, 01 Oct 2014 15:50:43 -0400
Subject: [rt-users] '.' as delimiter/boundary breaks domain name searches
Message-ID: <542C5B13.5070508@kickflop.net>

[ Similar, but unrelated to my other message from 10 minutes ago. ]

It appears any '.' is interpreted as a word boundary with
Pg full-text indexing turned on.

Is that known to be true, or am I wrong?

This breaks searches for FQDNs names in ticket contents.

Searching for 'foobar' will hit foobar.org

Searching for 'foobar.org' will not hit 'foobar.org'


From Gaston at huot.me  Wed Oct  1 16:22:22 2014
From: Gaston at huot.me (Gaston Huot)
Date: Wed, 1 Oct 2014 16:22:22 -0400
Subject: [rt-users] Accented characters in an export (to Excel)
Message-ID: <CADsifHRtx3c_HmwjP+xbMcruG8ZkWaKBdwY=6GHO-xpKu38mRw@mail.gmail.com>

When doing an export (using Search) of tickets from RT (to be read by
Excel) It is a complete mess. All accentes characters are transformed in
strange characters.

E.g.: "*Proc?dure*" becomes "*Proc??dure*"

Am I the only one ? If not, is there a solution ?

Thanks

-- 
Gaston
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From Gaston at huot.me  Wed Oct  1 18:03:55 2014
From: Gaston at huot.me (Gaston Huot)
Date: Wed, 1 Oct 2014 18:03:55 -0400
Subject: [rt-users] Accented characters in an export (to Excel)
In-Reply-To: <CADsifHRtx3c_HmwjP+xbMcruG8ZkWaKBdwY=6GHO-xpKu38mRw@mail.gmail.com>
References: <CADsifHRtx3c_HmwjP+xbMcruG8ZkWaKBdwY=6GHO-xpKu38mRw@mail.gmail.com>
Message-ID: <CADsifHRU+1i4dq7Ow2uUmR8AdV+at2n3uw82wzWB0Ei4wmUqfw@mail.gmail.com>

Finally, there is a way to "import" a csv file into Excel and choose UTF-8
when doing so.
The accented characters are "perfect".

GH

2014-10-01 16:22 GMT-04:00 Gaston Huot <Gaston at huot.me>:

> When doing an export (using Search) of tickets from RT (to be read by
> Excel) It is a complete mess. All accentes characters are transformed in
> strange characters.
>
> E.g.: "*Proc?dure*" becomes "*Proc??dure*"
>
> Am I the only one ? If not, is there a solution ?
>
> Thanks
>
> --
> Gaston
>
>


-- 
Gaston
514.823-7202
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From Gaston at huot.me  Wed Oct  1 18:12:23 2014
From: Gaston at huot.me (Gaston Huot)
Date: Wed, 1 Oct 2014 18:12:23 -0400
Subject: [rt-users] Sorting by "Parent" and selecting all tickets reporting
 to a specific ticket (not just reporting to the direct parent.
Message-ID: <CADsifHSBw4qjNmTbn16Gw9YZRzsMnhJypU-NiEjYNxHVYJc97g@mail.gmail.com>

Is there a way in RT, when using the search/reporting tool to sort (or
group by) by parents ?

Also, how can I list all the children tickets of a specific tickets? By all
children I mean all, not just the direct children.


Thanks

-- 
Gaston
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From andrius.kulbis at gmail.com  Thu Oct  2 03:43:44 2014
From: andrius.kulbis at gmail.com (andriusk)
Date: Thu, 2 Oct 2014 00:43:44 -0700 (MST)
Subject: [rt-users] Can't add multiple attachments on reply
Message-ID: <1412235824941-58683.post@n7.nabble.com>

I can't add multiple attachments on reply ticket page. If I try to add
another file, it replaces the one I attached before.

Logs show no unusual errors.



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From alex at peters.net  Thu Oct  2 03:45:49 2014
From: alex at peters.net (Alex Peters)
Date: Thu, 2 Oct 2014 17:45:49 +1000
Subject: [rt-users] Can't add multiple attachments on reply
In-Reply-To: <1412235824941-58683.post@n7.nabble.com>
References: <1412235824941-58683.post@n7.nabble.com>
Message-ID: <CAFdkmpsh_zDtWUGXkcnNEVUqeuHZk_t6Ck3yO=Lnj8FX14839g@mail.gmail.com>

What exactly are you clicking after you add one file?

Are you clicking "Add More Files" between multiple clicks of "Choose File"?

On 2 October 2014 17:43, andriusk <andrius.kulbis at gmail.com> wrote:

> I can't add multiple attachments on reply ticket page. If I try to add
> another file, it replaces the one I attached before.
>
> Logs show no unusual errors.
>
>
>
> --
> View this message in context:
> http://requesttracker.8502.n7.nabble.com/Can-t-add-multiple-attachments-on-reply-tp58683.html
> Sent from the Request Tracker - User mailing list archive at Nabble.com.
> --
> RT Training November 4 & 5 Los Angeles
> http://bestpractical.com/training
>
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From andrius.kulbis at gmail.com  Thu Oct  2 03:51:35 2014
From: andrius.kulbis at gmail.com (andriusk)
Date: Thu, 2 Oct 2014 00:51:35 -0700 (MST)
Subject: [rt-users] Can't add multiple attachments on reply
In-Reply-To: <CAFdkmpsh_zDtWUGXkcnNEVUqeuHZk_t6Ck3yO=Lnj8FX14839g@mail.gmail.com>
References: <1412235824941-58683.post@n7.nabble.com>
	<CAFdkmpsh_zDtWUGXkcnNEVUqeuHZk_t6Ck3yO=Lnj8FX14839g@mail.gmail.com>
Message-ID: <1412236295882-58685.post@n7.nabble.com>

I click reply on ticket menu.

I click Choose a File

I click Add More Files (the page refresh and I see the file I choosen in
"Attached file:" with checkbox for deletion)

I click Choose a File (to add another file)

I click Add More Files (the page refresh and I see the file I choosen in
"Attached file:" with checkbox for deletion, but the old file is gone)



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From alex at peters.net  Thu Oct  2 03:55:31 2014
From: alex at peters.net (Alex Peters)
Date: Thu, 2 Oct 2014 17:55:31 +1000
Subject: [rt-users] Can't add multiple attachments on reply
In-Reply-To: <1412236295882-58685.post@n7.nabble.com>
References: <1412235824941-58683.post@n7.nabble.com>
	<CAFdkmpsh_zDtWUGXkcnNEVUqeuHZk_t6Ck3yO=Lnj8FX14839g@mail.gmail.com>
	<1412236295882-58685.post@n7.nabble.com>
Message-ID: <CAFdkmpv02QFTe-xvPFu9jpEJJzG-R=ho5X_K6inoNE0kuHOYrw@mail.gmail.com>

Thanks for confirming.  Interestingly, another user had the same problem
with RT v4.2.6:

http://requesttracker.8502.n7.nabble.com/RT-4-2-6-Cannot-attach-multiple-attachments-when-opening-tickets-td58369.html

Unfortunately though, no resolution was announced.  Going off what was
discussed, possibly flushing all of the session data might help.

On 2 October 2014 17:51, andriusk <andrius.kulbis at gmail.com> wrote:

> I click reply on ticket menu.
>
> I click Choose a File
>
> I click Add More Files (the page refresh and I see the file I choosen in
> "Attached file:" with checkbox for deletion)
>
> I click Choose a File (to add another file)
>
> I click Add More Files (the page refresh and I see the file I choosen in
> "Attached file:" with checkbox for deletion, but the old file is gone)
>
>
>
> --
> View this message in context:
> http://requesttracker.8502.n7.nabble.com/Can-t-add-multiple-attachments-on-reply-tp58683p58685.html
> Sent from the Request Tracker - User mailing list archive at Nabble.com.
> --
> RT Training November 4 & 5 Los Angeles
> http://bestpractical.com/training
>
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From andrius.kulbis at gmail.com  Thu Oct  2 04:02:14 2014
From: andrius.kulbis at gmail.com (andriusk)
Date: Thu, 2 Oct 2014 01:02:14 -0700 (MST)
Subject: [rt-users] Can't add multiple attachments on reply
In-Reply-To: <CAFdkmpv02QFTe-xvPFu9jpEJJzG-R=ho5X_K6inoNE0kuHOYrw@mail.gmail.com>
References: <1412235824941-58683.post@n7.nabble.com>
	<CAFdkmpsh_zDtWUGXkcnNEVUqeuHZk_t6Ck3yO=Lnj8FX14839g@mail.gmail.com>
	<1412236295882-58685.post@n7.nabble.com>
	<CAFdkmpv02QFTe-xvPFu9jpEJJzG-R=ho5X_K6inoNE0kuHOYrw@mail.gmail.com>
Message-ID: <1412236934953-58687.post@n7.nabble.com>

How can I flush all session data? Truncate sessions table?



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From alex at peters.net  Thu Oct  2 04:06:00 2014
From: alex at peters.net (Alex Peters)
Date: Thu, 2 Oct 2014 18:06:00 +1000
Subject: [rt-users] Can't add multiple attachments on reply
In-Reply-To: <1412236934953-58687.post@n7.nabble.com>
References: <1412235824941-58683.post@n7.nabble.com>
	<CAFdkmpsh_zDtWUGXkcnNEVUqeuHZk_t6Ck3yO=Lnj8FX14839g@mail.gmail.com>
	<1412236295882-58685.post@n7.nabble.com>
	<CAFdkmpv02QFTe-xvPFu9jpEJJzG-R=ho5X_K6inoNE0kuHOYrw@mail.gmail.com>
	<1412236934953-58687.post@n7.nabble.com>
Message-ID: <CAFdkmptZv824zuFDnA5b4s9TYYvrJ_iLFYoDqiyhvWx99yBQEw@mail.gmail.com>

RT v3.8+ includes an "rt-clean-sessions" script.  For older installations,
some approaches exist on the wiki:

http://requesttracker.wikia.com/wiki/CleanupSessions

On 2 October 2014 18:02, andriusk <andrius.kulbis at gmail.com> wrote:

> How can I flush all session data? Truncate sessions table?
>
>
>
> --
> View this message in context:
> http://requesttracker.8502.n7.nabble.com/Can-t-add-multiple-attachments-on-reply-tp58683p58687.html
> Sent from the Request Tracker - User mailing list archive at Nabble.com.
> --
> RT Training November 4 & 5 Los Angeles
> http://bestpractical.com/training
>
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From andrius.kulbis at gmail.com  Thu Oct  2 04:12:54 2014
From: andrius.kulbis at gmail.com (andriusk)
Date: Thu, 2 Oct 2014 01:12:54 -0700 (MST)
Subject: [rt-users] Can't add multiple attachments on reply
In-Reply-To: <CAFdkmptZv824zuFDnA5b4s9TYYvrJ_iLFYoDqiyhvWx99yBQEw@mail.gmail.com>
References: <1412235824941-58683.post@n7.nabble.com>
	<CAFdkmpsh_zDtWUGXkcnNEVUqeuHZk_t6Ck3yO=Lnj8FX14839g@mail.gmail.com>
	<1412236295882-58685.post@n7.nabble.com>
	<CAFdkmpv02QFTe-xvPFu9jpEJJzG-R=ho5X_K6inoNE0kuHOYrw@mail.gmail.com>
	<1412236934953-58687.post@n7.nabble.com>
	<CAFdkmptZv824zuFDnA5b4s9TYYvrJ_iLFYoDqiyhvWx99yBQEw@mail.gmail.com>
Message-ID: <1412237574193-58689.post@n7.nabble.com>

Hmm, no help from this.

I get this not working on reply action, on creation of ticket I can add
multiple files



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From andrius.kulbis at gmail.com  Thu Oct  2 04:35:23 2014
From: andrius.kulbis at gmail.com (andriusk)
Date: Thu, 2 Oct 2014 01:35:23 -0700 (MST)
Subject: [rt-users] Can't add multiple attachments on reply
In-Reply-To: <CAFdkmptZv824zuFDnA5b4s9TYYvrJ_iLFYoDqiyhvWx99yBQEw@mail.gmail.com>
References: <1412235824941-58683.post@n7.nabble.com>
	<CAFdkmpsh_zDtWUGXkcnNEVUqeuHZk_t6Ck3yO=Lnj8FX14839g@mail.gmail.com>
	<1412236295882-58685.post@n7.nabble.com>
	<CAFdkmpv02QFTe-xvPFu9jpEJJzG-R=ho5X_K6inoNE0kuHOYrw@mail.gmail.com>
	<1412236934953-58687.post@n7.nabble.com>
	<CAFdkmptZv824zuFDnA5b4s9TYYvrJ_iLFYoDqiyhvWx99yBQEw@mail.gmail.com>
Message-ID: <1412238923069-58690.post@n7.nabble.com>


What is more, after the file is replaced by the second selected file, the
attachment is not added to the ticket at all



--
View this message in context: http://requesttracker.8502.n7.nabble.com/Can-t-add-multiple-attachments-on-reply-tp58683p58690.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.


From ricky.burgin at appliansys.com  Thu Oct  2 09:24:39 2014
From: ricky.burgin at appliansys.com (Ricky Burgin)
Date: Thu, 02 Oct 2014 14:24:39 +0100
Subject: [rt-users] GPG Encryption on Queues
Message-ID: <542D5217.7040403@appliansys.com>

Has anybody gotten this to work? Any more documentation anywhere,
official or unofficial? The stuff I've read does not seem to cover
deployment very comprehensively. Got as far as adding a key to the RT
keychain, but mails with PGP content don't seem to get processed, even
when you add the appropriate config for mail as displayed in the
documentation.

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From jvdwege at xs4all.nl  Thu Oct  2 09:34:06 2014
From: jvdwege at xs4all.nl (Joop)
Date: Thu, 02 Oct 2014 15:34:06 +0200
Subject: [rt-users] GPG Encryption on Queues
In-Reply-To: <542D5217.7040403@appliansys.com>
References: <542D5217.7040403@appliansys.com>
Message-ID: <542D544E.7010301@xs4all.nl>

On 2-10-2014 15:24, Ricky Burgin wrote:
> Has anybody gotten this to work? Any more documentation anywhere,
> official or unofficial? The stuff I've read does not seem to cover
> deployment very comprehensively. Got as far as adding a key to the RT
> keychain, but mails with PGP content don't seem to get processed, even
> when you add the appropriate config for mail as displayed in the
> documentation.
>
I got it to work. It involved some work but most because I'm not
familiar with pgp. Can't get at the server at the moment but will dig it
up if I can. If you don't hear from me then yell at me :-)




From falcone at bestpractical.com  Thu Oct  2 10:52:45 2014
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 2 Oct 2014 10:52:45 -0400
Subject: [rt-users] Can't add multiple attachments on reply
In-Reply-To: <CAFdkmpv02QFTe-xvPFu9jpEJJzG-R=ho5X_K6inoNE0kuHOYrw@mail.gmail.com>
References: <1412235824941-58683.post@n7.nabble.com>
	<CAFdkmpsh_zDtWUGXkcnNEVUqeuHZk_t6Ck3yO=Lnj8FX14839g@mail.gmail.com>
	<1412236295882-58685.post@n7.nabble.com>
	<CAFdkmpv02QFTe-xvPFu9jpEJJzG-R=ho5X_K6inoNE0kuHOYrw@mail.gmail.com>
Message-ID: <20141002145245.GA2951@jibsheet.com>

On Thu, Oct 02, 2014 at 05:55:31PM +1000, Alex Peters wrote:
> Thanks for confirming.? Interestingly, another user had the same problem with
> RT v4.2.6:
> 
> [1]http://requesttracker.8502.n7.nabble.com/
> RT-4-2-6-Cannot-attach-multiple-attachments-when-opening-tickets-td58369.html
> 
> Unfortunately though, no resolution was announced.? Going off what was
> discussed, possibly flushing all of the session data might help.

Actually, I never suggested flushing session data.  I suggested there
might be a problem with their session store.

However, I did ask if it was replicable on issues.bestpractical.com or
demo.bestpractical.com.  It was not.

Without a replication strategy we can follow, we really cannot debug
something like this.

-kevin
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From falcone at bestpractical.com  Thu Oct  2 10:54:05 2014
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 2 Oct 2014 10:54:05 -0400
Subject: [rt-users] GPG Encryption on Queues
In-Reply-To: <542D5217.7040403@appliansys.com>
References: <542D5217.7040403@appliansys.com>
Message-ID: <20141002145405.GB2951@jibsheet.com>

On Thu, Oct 02, 2014 at 02:24:39PM +0100, Ricky Burgin wrote:
> Has anybody gotten this to work? Any more documentation anywhere,
> official or unofficial? The stuff I've read does not seem to cover
> deployment very comprehensively. Got as far as adding a key to the RT
> keychain, but mails with PGP content don't seem to get processed, even
> when you add the appropriate config for mail as displayed in the
> documentation.

What version of RT.
What's your configuration.

What have you got in %Crypt and %GnuPG according to the System
Configuration page.

What's in your logs set to debug while processing an email?

GPG is pretty straightforward to set up, but you've not given us many
details to debug your setup.

-kevin
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From falcone at bestpractical.com  Thu Oct  2 10:54:39 2014
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 2 Oct 2014 10:54:39 -0400
Subject: [rt-users] Can't locate object method "MailDashboards",
 post upgrade to 4.2.7
In-Reply-To: <542C2F1C.7070302@athompso.net>
References: <542C2F1C.7070302@athompso.net>
Message-ID: <20141002145439.GC2951@jibsheet.com>

On Wed, Oct 01, 2014 at 11:43:08AM -0500, Adam Thompson wrote:
> I just upgraded a 4.2.3 installation to 4.2.7, and rt-email-dashboards suddenly
> broke, and now the cron job emails messages like this to me every hour:
> 
> 
>     [1591] [Tue Sep 30 21:00:03 2014] [critical]: Can't locate object method "MailDashboards" via package "RT::Dashboard::Mailer" at /opt/rt4/sbin/rt-email-dashboards line 96. (/opt/rt4/sbin/../lib/RT.pm:393)
>     Can't locate object method "MailDashboards" via package "RT::Dashboard::Mailer" at /opt/rt4/sbin/rt-email-dashboards line 96.
> 
> 
> Oddly, running it by hand works just fine - it only fails when invoked from
> cron.

Running by hand as root or as the web user or as the user cron runs
as?  Most likely error is permissions.  I've not seen any other
reports of this on 4.2.7.

-kevin
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From falcone at bestpractical.com  Thu Oct  2 10:55:08 2014
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 2 Oct 2014 10:55:08 -0400
Subject: [rt-users] Pg, full-text indexing, getting search misses
In-Reply-To: <542C57F5.4060203@kickflop.net>
References: <542C57F5.4060203@kickflop.net>
Message-ID: <20141002145508.GD2951@jibsheet.com>

On Wed, Oct 01, 2014 at 03:37:25PM -0400, Jeff Blaine wrote:
> RT 4.2.5
> PostgreSQL 8.4 from RHEL 6.x
> In production, working fine in general
> 
> 1. Ticket 100 contained (as text/plain) the string 'foo at bar.com'
> 2. Ticket 100 was merged into ticket 999
> 3. rt-fulltext-indexer *has run* (it runs every 10 minutes)
> 4. rt-fulltext-indexer --all --debug has no output
> 
> PROBLEM:
> 
> This web UI search does not return ticket 999
> 
>     [Content]     [matches]    [foo at bar.com]
> 
> Any thoughts? Bug to report?

Does it return other tickets and not 999, or does it return no
tickets.

-kevin
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From falcone at bestpractical.com  Thu Oct  2 10:56:56 2014
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 2 Oct 2014 10:56:56 -0400
Subject: [rt-users] '.' as delimiter/boundary breaks domain name searches
In-Reply-To: <542C5B13.5070508@kickflop.net>
References: <542C5B13.5070508@kickflop.net>
Message-ID: <20141002145656.GE2951@jibsheet.com>

On Wed, Oct 01, 2014 at 03:50:43PM -0400, Jeff Blaine wrote:
> [ Similar, but unrelated to my other message from 10 minutes ago. ]
> 
> It appears any '.' is interpreted as a word boundary with
> Pg full-text indexing turned on.
> 
> Is that known to be true, or am I wrong?
> 
> This breaks searches for FQDNs names in ticket contents.
> 
> Searching for 'foobar' will hit foobar.org
> 
> Searching for 'foobar.org' will not hit 'foobar.org'

What FTS will match/return is dictated by your database and its
configuration.

Have you reviewed the Postgres full text search documentation for your
release of Pg?

http://www.postgresql.org/docs/8.4/static/textsearch.html

-kevin
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From falcone at bestpractical.com  Thu Oct  2 10:58:19 2014
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 2 Oct 2014 10:58:19 -0400
Subject: [rt-users] Combobox not rendered and working correctly
In-Reply-To: <1412158489548-58671.post@n7.nabble.com>
References: <1405676610719-57971.post@n7.nabble.com>
	<53C954E3.3090002@bestpractical.com>
	<1412158489548-58671.post@n7.nabble.com>
Message-ID: <20141002145819.GF2951@jibsheet.com>

On Wed, Oct 01, 2014 at 03:14:49AM -0700, andriusk wrote:
> Hello, was this fixed? I only need a commit for this fix.

I see no branch tied to that ticket, which will happen whenever
someone pushes a branch to fix it.

-kevin
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From falcone at bestpractical.com  Thu Oct  2 11:00:47 2014
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 2 Oct 2014 11:00:47 -0400
Subject: [rt-users] NoAuth CSS redirected to the current defaultpage?
In-Reply-To: <20141001125959.GB27281@ramirez.u-strasbg.fr>
References: <20141001125959.GB27281@ramirez.u-strasbg.fr>
Message-ID: <20141002150047.GG2951@jibsheet.com>

On Wed, Oct 01, 2014 at 02:59:59PM +0200, Marc Chantreux wrote:
> hello, 
> 
> i'm trying to run rt-server.fcgi via nginx with the following
> configuration. I can load the first page without any CSS.

Have you tried the nginx config documented in RT first, before moving
on to the custom one?

http://bestpractical.com/docs/rt/latest/web_deployment.html#nginx

However, nginx is not my specialty, so I'm unlikely to be able to help
debug further.

-kevin
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From ricky.burgin at appliansys.com  Thu Oct  2 11:01:15 2014
From: ricky.burgin at appliansys.com (Ricky Burgin)
Date: Thu, 02 Oct 2014 16:01:15 +0100
Subject: [rt-users] GPG Encryption on Queues
In-Reply-To: <20141002145405.GB2951@jibsheet.com>
References: <542D5217.7040403@appliansys.com>
	<20141002145405.GB2951@jibsheet.com>
Message-ID: <542D68BB.307@appliansys.com>

Hi Kevin,

On 02/10/14 15:54, Kevin Falcone wrote:
> On Thu, Oct 02, 2014 at 02:24:39PM +0100, Ricky Burgin wrote:
>> Has anybody gotten this to work? Any more documentation anywhere,
>> official or unofficial? The stuff I've read does not seem to cover
>> deployment very comprehensively. Got as far as adding a key to the RT
>> keychain, but mails with PGP content don't seem to get processed, even
>> when you add the appropriate config for mail as displayed in the
>> documentation.
> What version of RT.
4.0.8
> What's your configuration.
>
> What have you got in %Crypt and %GnuPG according to the System
> Configuration page.
GnuPG 	{
  'RejectOnBadData' => 1,
  'Enable' => 1,
  'RejectOnMissingPrivateKey' => 1,
  'AllowEncryptDataInDB' => 0,
  'OutgoingMessagesFormat' => 'RFC'
}


Nothing showing for "Crypt".
>
> What's in your logs set to debug while processing an email?
Don't have this to hand right now. Will grab these asap.
>
> GPG is pretty straightforward to set up, but you've not given us many
> details to debug your setup.
>
> -kevin
>
>
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From falcone at bestpractical.com  Thu Oct  2 11:04:27 2014
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 2 Oct 2014 11:04:27 -0400
Subject: [rt-users] problem with ExtractCustomFieldValues Extension
In-Reply-To: <97344147CBA1644584462D6D81C43CE413830372@svex.scheppach.local>
References: <97344147CBA1644584462D6D81C43CE413830372@svex.scheppach.local>
Message-ID: <20141002150427.GH2951@jibsheet.com>

On Mon, Sep 29, 2014 at 10:00:30AM +0000, Eierschmalz, Bernhard wrote:
> 4.       Create a Ticket with content ?Kategorie Service->test? in body through
> WebInterface
> 
> 5.       It did not work.
> 
> In the error logs I cannot find any hint.

Are your error logs on debug?  If not, rerun on debug and show the
logs.

Is your email html or plain text?
Which part of the mail is ExtractCustomFields searching?  I'll bet if
you're feeding it html, then it is seeing -&gt; not ->

-kevin
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From falcone at bestpractical.com  Thu Oct  2 11:06:00 2014
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 2 Oct 2014 11:06:00 -0400
Subject: [rt-users] Scrip to modify a ticket's text content?
In-Reply-To: <1411993637962-58650.post@n7.nabble.com>
References: <1411993637962-58650.post@n7.nabble.com>
Message-ID: <20141002150600.GI2951@jibsheet.com>

On Mon, Sep 29, 2014 at 05:27:17AM -0700, fleon wrote:
> We are using Exchange 2007 and tickets get created just fine by using
> Exchange's smarthost feature.
> The issue is that we have set some of that disclaimers that get added to
> every email, and sadly 2007 doesn't seem to have an option to remove the
> disclaimer as an exception for an specific recipient, so i am guessing i may
> be able to do it with a scrip.

Scrips run after the transaction is recorded.

You'd be better served stripping this before the mail is recorded,
before it got to rt-mailgate.

While you could do it in the mail gateway of RT (and we've refactored
that heavily and backported some of those changes as a plugin), these
are changes you want to do before things are saved to the database,
not after.

-kevin
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From ktm at rice.edu  Thu Oct  2 11:08:22 2014
From: ktm at rice.edu (ktm at rice.edu)
Date: Thu, 2 Oct 2014 10:08:22 -0500
Subject: [rt-users] '.' as delimiter/boundary breaks domain name searches
In-Reply-To: <20141002145656.GE2951@jibsheet.com>
References: <542C5B13.5070508@kickflop.net>
	<20141002145656.GE2951@jibsheet.com>
Message-ID: <20141002150822.GM11672@aart.rice.edu>

On Thu, Oct 02, 2014 at 10:56:56AM -0400, Kevin Falcone wrote:
> On Wed, Oct 01, 2014 at 03:50:43PM -0400, Jeff Blaine wrote:
> > [ Similar, but unrelated to my other message from 10 minutes ago. ]
> > 
> > It appears any '.' is interpreted as a word boundary with
> > Pg full-text indexing turned on.
> > 
> > Is that known to be true, or am I wrong?
> > 
> > This breaks searches for FQDNs names in ticket contents.
> > 
> > Searching for 'foobar' will hit foobar.org
> > 
> > Searching for 'foobar.org' will not hit 'foobar.org'
> 
> What FTS will match/return is dictated by your database and its
> configuration.
> 
> Have you reviewed the Postgres full text search documentation for your
> release of Pg?
> 
> http://www.postgresql.org/docs/8.4/static/textsearch.html
> 
> -kevin


Wow! PostgreSQL 8.4, 4 major releases back! I cannot be certain that I
am recalling this correctly, but the default parser in older versions
of PostgreSQL did have that behavior. I do not know when they made the
change to fix it. What do you get when you run:

rt3=# select plainto_tsquery('rice.edu');
 plainto_tsquery 
-----------------
 'rice.edu'
(1 row)

I seem to recall that in the older version when I saw this issue, it
returned:

 plainto_tsquery
-----------------
 'rice' & 'edu'

You may be able to make a custom config for your text search using
the definitions from the current release. I just ended up searching
for 'rice' instead of 'rice.edu', for example.

Regards,
Ken


From alexmv at bestpractical.com  Thu Oct  2 12:00:45 2014
From: alexmv at bestpractical.com (Alex Vandiver)
Date: Thu, 02 Oct 2014 12:00:45 -0400
Subject: [rt-users] [rt-announce] Security vulnerability in RT 4.2.x -
	CVE-2014-7227
Message-ID: <542D76AD.7060800@bestpractical.com>

-----BEGIN PGP SIGNED MESSAGE-----
Hash: SHA1

We have discovered a security vulnerability in RT 4.2.x, detailed below.
We are releasing RT version 4.2.8 to resolve this vulnerability, as well
as patches which apply atop all released versions of 4.2.

RT 4.2.0 and above may be vulnerable to arbitrary execution of code by
way of CVE-2014-7169, CVE-2014-7186, CVE-2014-7187, CVE-2014-6277, or
CVE-2014-6271 -- collectively known as "Shellshock."  This vulnerability
requires a privileged user with access to an RT instance running with
SMIME integration enabled; it applies to both mod_perl and fastcgi
deployments.  If you have already taken upgrades to bash to resolve
"Shellshock," you are protected from this vulnerability in RT, and there
is no need to apply this patch.  This vulnerability has been assigned
CVE-2014-7227.

As there is no SMIME integration available for RT 4.0, it is not
vulnerable to this attack.  The RT-Crypt-SMIME extension for RT 3.6.0,
while also vulnerable, is no longer supported.

Patches for all releases of 4.2.x are available for download below.
Versions of RT older than 4.0.0 are unsupported and do not receive
security patches; please contact sales at bestpractical.com if you need
assistance with an older RT version.

http://download.bestpractical.com/pub/rt/release/security-2014-10-02.tar.gz
http://download.bestpractical.com/pub/rt/release/security-2014-10-02.tar.gz.asc

694483fe6595bdbb8d98285d7e2f9eeafeb511da  security-2014-10-02.tar.gz
0f7c1baa0262833dbed6549e43d2554abd3c2e77  security-2014-10-02.tar.gz.asc

The README in the tarball contains instructions for applying the
patches.  If you need help resolving this issue locally, we will provide
discounted pricing for single-incident support; please contact us at
sales at bestpractical.com for more information.
-----BEGIN PGP SIGNATURE-----
Version: GnuPG v1

iEYEARECAAYFAlQtdqcACgkQMflWJZZAbqDJ/wCgjaP6qbP0wdgGGYyvMWJDSKb7
FWcAniXypUZ+fMni2yc+96HAgCpnU62+
=EHkb
-----END PGP SIGNATURE-----
_______________________________________________
rt-announce mailing list
rt-announce at lists.bestpractical.com
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-announce


From alexmv at bestpractical.com  Thu Oct  2 12:03:32 2014
From: alexmv at bestpractical.com (Alex Vandiver)
Date: Thu, 02 Oct 2014 12:03:32 -0400
Subject: [rt-users] [rt-announce] RT 4.2.8 released
Message-ID: <542D7754.90805@bestpractical.com>

RT 4.2.8 -- 2014-10-02
----------------------

RT 4.2.8 contains important security fixes, as well as minor bugfixes.

http://download.bestpractical.com/pub/rt/release/rt-4.2.8.tar.gz
http://download.bestpractical.com/pub/rt/release/rt-4.2.8.tar.gz.asc

SHA1 sums

6842a1e442e6055ecbae0d443a99361072e45591  rt-4.2.8.tar.gz
375ef344407b54f73730524bef85b4be5b1948e2  rt-4.2.8.tar.gz.asc

This release is primarily a security release; it addresses
CVE-2014-7227, a vulnerability in RT's SMIME integration enabled by
CVE-2015-6271 and related vulnerabilities, known as "Shellshock."
Systems which have patched bash are not vulnerable to CVE-2014-7227.

It also addresses a minor error in the 4.2.7 upgrade step on Oracle; for
Oracle users who had already upgraded to 4.2.7, the 4.2.8 upgrade step
properly runs the same alteration.  There is no database change for
non-Oracle installs.


General user UI
 * Properly hide ticket list when MoreAboutRequestorTicketList is set to
   "None"

Localizations
 * Allow text in Squelch box on ModifyPeople page to be translatable.
 * Updated German, Basque, French, Hungarian, and Russian translations.

Admin
 * Allow $OverrideOutgoingMailFrom to key by queue id, as an alternative
   to name
 * Stop calling the deprecated _SQLLimit method when limiting by
   transaction date
 * Stop hiding the value of the AllowLoginPasswordAutoComplete setting
   in System Configuration (#30417)
 * Resolve CVE-2014-7227, arbitrary execution of code by privileged
   users via SMIME by way of CVE-2015-6271.

Developer
 * Add a ModifyMaxResults callback for Autocomplete endpoints
 * Properly pass collection class to ColumnMap in /Elements/TSVExport

Documentation
 * Update POD for AddRoleMember/DeleteRoleMember being in
   RT::Record::Role::Roles now, not RT::Record.


A complete changelog is available from git by running:
    git log rt-4.2.7..rt-4.2.8
or visiting
    https://github.com/bestpractical/rt/compare/rt-4.2.7...rt-4.2.8
_______________________________________________
rt-announce mailing list
rt-announce at lists.bestpractical.com
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-announce


From elifree at free.fr  Thu Oct  2 12:49:54 2014
From: elifree at free.fr (elifree at free.fr)
Date: Thu, 2 Oct 2014 18:49:54 +0200 (CEST)
Subject: [rt-users] PriorityAsString : Priority and FinalPriority show
	"unknown"
In-Reply-To: <1957087423.206532121.1412258927784.JavaMail.root@zimbra61-e11.priv.proxad.net>
Message-ID: <312245819.207011271.1412268594694.JavaMail.root@zimbra61-e11.priv.proxad.net>

Hello, 

I use the extension PriorityAsString on a new RT 4.2.6 (still under testing). 

The settings in RT_SiteConfig : 

Set(%PriorityAsString, (Standard => 50, Moyenne => 80, Haute => 100)); 
Set(@PriorityAsStringOrder, qw(Standard Moyenne Haute)); 

Test 1/ When I create a new ticket, the ticket display page shows : 
Priorit?: Standard / Standard 

This is OK. Fine. 

Test 2/ When I create a new ticket by sending a mail to a queue, the ticket display page shows : 
Priorit?: unknown / unknown 

Then, when I click to modify the ticket, both fields are already set to Standard; and when I save, I get confirmation both fields have been changed from unknown to 50. 

Why these fields show 'unknown' when ticket is created by mail ? 
By the way, it's the same for InitialPriority, but it is not displayed in the ticket. 

Thanks a lot for your help, 
Regards, 
Elisabeth 
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From athompso at athompso.net  Thu Oct  2 13:56:42 2014
From: athompso at athompso.net (Adam Thompson)
Date: Thu, 02 Oct 2014 12:56:42 -0500
Subject: [rt-users] Can't locate object method "MailDashboards",
 post upgrade to 4.2.7
In-Reply-To: <20141002145439.GC2951@jibsheet.com>
References: <542C2F1C.7070302@athompso.net>
	<20141002145439.GC2951@jibsheet.com>
Message-ID: <542D91DA.3010601@athompso.net>

On 14-10-02 09:54 AM, Kevin Falcone wrote:
> On Wed, Oct 01, 2014 at 11:43:08AM -0500, Adam Thompson wrote:
>> I just upgraded a 4.2.3 installation to 4.2.7, and rt-email-dashboards suddenly
>> broke, and now the cron job emails messages like this to me every hour:
>>
>>
>>      [1591] [Tue Sep 30 21:00:03 2014] [critical]: Can't locate object method "MailDashboards" via package "RT::Dashboard::Mailer" at /opt/rt4/sbin/rt-email-dashboards line 96. (/opt/rt4/sbin/../lib/RT.pm:393)
>>      Can't locate object method "MailDashboards" via package "RT::Dashboard::Mailer" at /opt/rt4/sbin/rt-email-dashboards line 96.
>>
>>
>> Oddly, running it by hand works just fine - it only fails when invoked from
>> cron.
> Running by hand as root or as the web user or as the user cron runs
> as?  Most likely error is permissions.  I've not seen any other
> reports of this on 4.2.7.

Running by hand as root, which is who the cron job runs as, too.
However, I think I just found the problem - rebooted the box, and 
encountered massive filesystem corruption.  (And no idea why... oh, yay.)

-- 
-Adam Thompson
  athompso at athompso.net



From mc at unistra.fr  Thu Oct  2 14:19:50 2014
From: mc at unistra.fr (Marc Chantreux)
Date: Thu, 2 Oct 2014 20:19:50 +0200
Subject: [rt-users] Faster RT via nginx? (Re:  NoAuth CSS redirected ...)
In-Reply-To: <20141002150047.GG2951@jibsheet.com>
References: <20141001125959.GB27281@ramirez.u-strasbg.fr>
	<20141002150047.GG2951@jibsheet.com>
Message-ID: <20141002181950.GB26570@ramirez.u-strasbg.fr>

hello,

Kevin, you made my day! thank you! 

On Thu, Oct 02, 2014 at 11:00:47AM -0400, Kevin Falcone wrote:
> Have you tried the nginx config documented in RT first, before moving
> on to the custom one?
> 
> http://bestpractical.com/docs/rt/latest/web_deployment.html#nginx

I have to admit i didn't ... but ...  comparing the 2 configs helped me
to catch the problem:

In my file, i wrote:

            fastcgi_param SCRIPT_NAME "";
            include fastcgi_params;

But fastcgi_params (as provided by debian) set fastcgi_param to
$fastcgi_script_name. this must be overwritten. 

            include fastcgi_params;
            fastcgi_param SCRIPT_NAME "";

works fine! 

> However, nginx is not my specialty, so I'm unlikely to be able to help
> debug further.

you did it so well. please note that my version use unix domains sockets
so there is no TCP overhead (it's faster and i do believe it spare
ressources).

also, i use upstream so i can add workers in the row:

upstream acme {
    server unix:/tmp/rt.acme.sock.1;
    server unix:/tmp/rt.acme.sock.2;
    server unix:/tmp/rt.acme.sock.3;
}

however, i don't know if RT can handle more than one server of the
same instance in the same machine. also, i don't know if it could help
to serve more page.

experimenting this is on my todolist but every comment is welcome.

again, thanks for helping  

regards
-- 
Marc Chantreux,
Mes coordonn?es: http://annuaire.unistra.fr/chercher?n=chantreux
Direction Informatique, Universit? de Strasbourg (http://unistra.fr) 
Service M?tiers, P?le Outils Collaboratifs
"Don't believe everything you read on the Internet"
    -- Abraham Lincoln


From gmbaxter at gmail.com  Thu Oct  2 15:16:31 2014
From: gmbaxter at gmail.com (Guy Baxter)
Date: Thu, 2 Oct 2014 20:16:31 +0100
Subject: [rt-users] Tickets Resolved By
Message-ID: <CAKbVnZOncB=ik8xm6D+Z4wUZZeVdLypMuif01cxDECFNNutNpg@mail.gmail.com>

Hi,

I'm looking to expand RT to use it for performance tracking - ideally to
see how many tickets have been resolved by my helpdesk team members. I
current use status=resolved and lastupdatedby=teammember to get the data,
but it isntt always accurate.

Is there any way to return the number of tickets resolved by a user within
a time range?

RT 4.2.5 if it helps.

Thanks.
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From jmates at uw.edu  Thu Oct  2 15:26:00 2014
From: jmates at uw.edu (Jeremy Mates)
Date: Thu, 2 Oct 2014 19:26:00 +0000
Subject: [rt-users] Tickets Resolved By
In-Reply-To: <CAKbVnZOncB=ik8xm6D+Z4wUZZeVdLypMuif01cxDECFNNutNpg@mail.gmail.com>
References: <CAKbVnZOncB=ik8xm6D+Z4wUZZeVdLypMuif01cxDECFNNutNpg@mail.gmail.com>
Message-ID: <20141002192600.GA3899@valen.ee.washington.edu>

* Guy Baxter <gmbaxter at gmail.com>
> Is there any way to return the number of tickets resolved by a user within
> a time range?

RT::Extension::ActivityReports might be worth a look, it was handy to answer
some how-many-tickets-resolved questions that came up.


From nomad at ee.washington.edu  Thu Oct  2 19:02:48 2014
From: nomad at ee.washington.edu (Lee Damon)
Date: Thu, 02 Oct 2014 16:02:48 -0700
Subject: [rt-users] DBD::Pg::st execute failed: ERROR: duplicate key
 value violates unique constraint "articles_pkey" at
 [...]/DBIx/SearchBuilder/Handle.pm
In-Reply-To: <542C132C.1040907@floreplus.nl>
References: <5429C3EA.3070503@ee.washington.edu> <542A5714.9040600@xs4all.nl>
	<542AC896.2040404@ee.washington.edu>
	<542B342E.5060004@ee.washington.edu>
	<542C132C.1040907@floreplus.nl>
Message-ID: <542DD998.1010203@ee.washington.edu>

On 10/1/14, 07:43 , Joop van de Wege wrote:
>> Do you think it would be safe to just set articles_id_seq to 242?

I tried "alter sequence articles_id_seq restart with 242;" and the
result changed.

Now an article is created but the body is empty (no matter how much I
typed into it). If I go back and modify the article I can successfully
add a body.

Nothing is logged to /var/log/httpd/error_log this time.

(One note, I've taken the opportunity to update from 4.2.7 to 4.2.8.)

nomad


From alex at peters.net  Thu Oct  2 20:20:33 2014
From: alex at peters.net (Alex Peters)
Date: Fri, 3 Oct 2014 10:20:33 +1000
Subject: [rt-users] PriorityAsString : Priority and FinalPriority show
	"unknown"
In-Reply-To: <312245819.207011271.1412268594694.JavaMail.root@zimbra61-e11.priv.proxad.net>
References: <1957087423.206532121.1412258927784.JavaMail.root@zimbra61-e11.priv.proxad.net>
	<312245819.207011271.1412268594694.JavaMail.root@zimbra61-e11.priv.proxad.net>
Message-ID: <CAFdkmpshRAvnKzKJBg5=dABAHLYTPadB0SoMv23xrMEUQodtMA@mail.gmail.com>

In the queue's settings, have you set a default initial priority of 50?
On 03/10/2014 2:50 am, <elifree at free.fr> wrote:

> Hello,
>
> I use the extension PriorityAsString on a new RT 4.2.6 (still under
> testing).
>
> The settings in RT_SiteConfig :
>
> Set(%PriorityAsString, (Standard => 50, Moyenne => 80, Haute => 100));
> Set(@PriorityAsStringOrder, qw(Standard Moyenne Haute));
>
> Test 1/ When I create a new ticket, the ticket display page shows :
>   Priorit?: Standard/Standard
>
> This is OK. Fine.
>
> Test 2/ When I create a new ticket by sending a mail to a queue, the
> ticket display page shows :
>   Priorit?: unknown/unknown
>
> Then, when I click to modify the ticket, both fields are already set to
> Standard; and when I save, I get confirmation both fields have been changed
> from unknown to 50.
>
> Why these fields show 'unknown' when ticket is created by mail ?
> By the way, it's the same for InitialPriority, but it is not displayed in
> the ticket.
>
> Thanks a lot for your help,
> Regards,
> Elisabeth
>
> --
> RT Training November 4 & 5 Los Angeles
> http://bestpractical.com/training
>
>
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From andrius.kulbis at gmail.com  Fri Oct  3 02:00:07 2014
From: andrius.kulbis at gmail.com (andriusk)
Date: Thu, 2 Oct 2014 23:00:07 -0700 (MST)
Subject: [rt-users] Can't add multiple attachments on reply
In-Reply-To: <20141002145245.GA2951@jibsheet.com>
References: <1412235824941-58683.post@n7.nabble.com>
	<CAFdkmpsh_zDtWUGXkcnNEVUqeuHZk_t6Ck3yO=Lnj8FX14839g@mail.gmail.com>
	<1412236295882-58685.post@n7.nabble.com>
	<CAFdkmpv02QFTe-xvPFu9jpEJJzG-R=ho5X_K6inoNE0kuHOYrw@mail.gmail.com>
	<20141002145245.GA2951@jibsheet.com>
Message-ID: <1412316007568-58719.post@n7.nabble.com>

The problem was with the outdated Update.html file in my local/ folder, which
did not had  <input name="Token" type="hidden"> line.



--
View this message in context: http://requesttracker.8502.n7.nabble.com/Can-t-add-multiple-attachments-on-reply-tp58683p58719.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.


From elifree at free.fr  Fri Oct  3 02:58:12 2014
From: elifree at free.fr (elifree at free.fr)
Date: Fri, 3 Oct 2014 08:58:12 +0200 (CEST)
Subject: [rt-users] PriorityAsString : Priority and FinalPriority show
 "unknown"
In-Reply-To: <CAFdkmpshRAvnKzKJBg5=dABAHLYTPadB0SoMv23xrMEUQodtMA@mail.gmail.com>
Message-ID: <1452601318.209047814.1412319492749.JavaMail.root@zimbra61-e11.priv.proxad.net>

Hello Alex, 

No, I didn't set a default initial priority neither a final priority for the queue. 

----- Mail original -----

| De: "Alex Peters" <alex at peters.net>
| ?: elifree at free.fr
| Cc: rt-users at lists.bestpractical.com
| Envoy?: Vendredi 3 Octobre 2014 02:20:33
| Objet: Re: [rt-users] PriorityAsString : Priority and FinalPriority
| show "unknown"

| In the queue's settings, have you set a default initial priority of
| 50?
| On 03/10/2014 2:50 am, < elifree at free.fr > wrote:

| | Hello,
| 

| | I use the extension PriorityAsString on a new RT 4.2.6 (still under
| | testing).
| 

| | The settings in RT_SiteConfig :
| 

| | Set(%PriorityAsString, (Standard => 50, Moyenne => 80, Haute =>
| | 100));
| 
| | Set(@PriorityAsStringOrder, qw(Standard Moyenne Haute));
| 

| | Test 1/ When I create a new ticket, the ticket display page shows :
| 
| | Priorit?: Standard / Standard
| 

| | This is OK. Fine.
| 

| | Test 2/ When I create a new ticket by sending a mail to a queue,
| | the
| | ticket display page shows :
| 
| | Priorit?: unknown / unknown
| 

| | Then, when I click to modify the ticket, both fields are already
| | set
| | to Standard; and when I save, I get confirmation both fields have
| | been changed from unknown to 50.
| 

| | Why these fields show 'unknown' when ticket is created by mail ?
| 
| | By the way, it's the same for InitialPriority, but it is not
| | displayed in the ticket.
| 

| | Thanks a lot for your help,
| 
| | Regards,
| 
| | Elisabeth
| 

| | --
| 
| | RT Training November 4 & 5 Los Angeles
| 
| | http://bestpractical.com/training
| 
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From gmbaxter at gmail.com  Fri Oct  3 07:54:34 2014
From: gmbaxter at gmail.com (Guy Baxter)
Date: Fri, 3 Oct 2014 12:54:34 +0100
Subject: [rt-users] Tickets Resolved By
In-Reply-To: <20141002192600.GA3899@valen.ee.washington.edu>
References: <CAKbVnZOncB=ik8xm6D+Z4wUZZeVdLypMuif01cxDECFNNutNpg@mail.gmail.com>
	<20141002192600.GA3899@valen.ee.washington.edu>
Message-ID: <CAKbVnZOqR2pjDP2hykFitRR6N2XbEy_Kq89jVg7iik82bfZVNQ@mail.gmail.com>

Thanks for this, it is exactly what I was after!

Does anyone know how to define business hours to correctly get activity
reports to show the average time to resolve the tickets rather than just
basing it on the number of hours?

Thanks.
On 2 Oct 2014 20:26, "Jeremy Mates" <jmates at uw.edu> wrote:

> * Guy Baxter <gmbaxter at gmail.com>
> > Is there any way to return the number of tickets resolved by a user
> within
> > a time range?
>
> RT::Extension::ActivityReports might be worth a look, it was handy to
> answer
> some how-many-tickets-resolved questions that came up.
>
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From wclarke at simons-rock.edu  Fri Oct  3 11:06:45 2014
From: wclarke at simons-rock.edu (William Clarke)
Date: Fri, 03 Oct 2014 11:06:45 -0400
Subject: [rt-users] Help - RT4.2.7 Authen::ExternalAuth via OpenLDAP
In-Reply-To: <542EB99B.9070003@simons-rock.edu>
References: <542EB99B.9070003@simons-rock.edu>
Message-ID: <542EBB85.3070006@simons-rock.edu>

Sorry, I sent that a little prematurely..... RT shows your username or 
password is incorrect : (

On 10/3/2014 10:58 AM, William Clarke wrote:
> Hi all,
>
> CentOS6.5 \ Apache 2.2.15 \ Perl 5.18.2 \ MariaDB 5.5.39
>
> I followed these instructions for my RT build:
> http://binarynature.blogspot.pt/2013/05/install-request-tracker-4.html
>
> I'm very new to RT. I've read up what I could find on CPAN, wiki and 
> Google and I'm not quite sure which way to go here. RT is connecting 
> to our ldap and a search result is found but the logs in ldap show 
> "closed (connection lost)" so I suspect RT isn't seeing\getting the 
> response back from LDAP. I have some examples below showing RT's LDAP 
> requests with logs as well as the same search run via command line.
>
> The main differences I can see in logs so far is command line test 
> sends "scope=2 deref=0" vs RT test "scope=2 deref=2" and also that the 
> RT test doesn't unbind and the connection is lost.
>
> Command line: ldapsearch -x -p 389 -h ldap.simons-rock.edu -b 
> ou=People,dc=simons-rock,dc=edu "(&(&(uid=*))(uid=wclarke))" mail uid
>
> # extended LDIF
> #
> # LDAPv3
> # base <ou=People,dc=simons-rock,dc=edu> with scope subtree
> # filter: (&(&(uid=*))(uid=wclarke))
> # requesting: mail uid
> #
>
> # wclarke, People, simons-rock.edu
> dn: uid=wclarke,ou=People,dc=simons-rock,dc=edu
> uid: wclarke
> mail: wclarke at simons-rock.edu
>
> # search result
> search: 2
> result: 0 Success
>
> # numResponses: 2
> # numEntries: 1
> ---------------------------------------------------------------------------------------------------------------
> Logs from ldap via command line - loglevel 256
> ---------------------------------------------------------------------------------------------------------------
> Oct  3 09:59:05 ldap2 slapd[1466]: conn=355216 fd=19 ACCEPT from 
> IP=10.30.2.36:51249 (IP=0.0.0.0:389)
> Oct  3 09:59:05 ldap2 slapd[1466]: conn=355216 op=0 BIND dn="" method=128
> Oct  3 09:59:05 ldap2 slapd[1466]: conn=355216 op=0 RESULT tag=97 
> err=0 text=
> Oct  3 09:59:05 ldap2 slapd[1466]: conn=355216 op=1 SRCH 
> base="ou=People,dc=simons-rock,dc=edu" scope=2 deref=0 
> filter="(&(&(uid=*))(uid=wclarke))"
> Oct  3 09:59:05 ldap2 slapd[1466]: conn=355216 op=1 SRCH attr=mail uid
> Oct  3 09:59:05 ldap2 slapd[1466]: conn=355216 op=1 SEARCH RESULT 
> tag=101 err=0 nentries=1 text=
> Oct  3 09:59:05 ldap2 slapd[1466]: conn=355216 op=2 UNBIND
> Oct  3 09:59:05 ldap2 slapd[1466]: conn=355216 fd=19 closed
> ---------------------------------------------------------------------------------------------------------------
> Logs from ldap when logging into RT - loglevel 256
> ---------------------------------------------------------------------------------------------------------------
> Oct  3 10:00:43 ldap2 slapd[1466]: conn=355234 fd=19 ACCEPT from 
> IP=10.30.2.36:51262 (IP=0.0.0.0:389)
> Oct  3 10:00:43 ldap2 slapd[1466]: conn=355234 op=0 BIND dn="" method=128
> Oct  3 10:00:43 ldap2 slapd[1466]: conn=355234 op=0 RESULT tag=97 
> err=0 text=
> Oct  3 10:00:43 ldap2 slapd[1466]: conn=355234 op=1 SRCH 
> base="ou=People,dc=simons-rock,dc=edu" scope=2 deref=2 
> filter="(&(&(uid=*))(uid=wclarke))"
> Oct  3 10:00:43 ldap2 slapd[1466]: conn=355234 op=1 SRCH attr=uid mail
> Oct  3 10:00:43 ldap2 slapd[1466]: conn=355234 op=1 SEARCH RESULT 
> tag=101 err=0 nentries=1 text=
> Oct  3 10:00:43 ldap2 slapd[1466]: conn=355234 fd=19 closed 
> (connection lost)
> ---------------------------------------------------------------------------------------------------------------
> External Settings from: RT_SiteConfig.pm
> ---------------------------------------------------------------------------------------------------------------
> Set( $ExternalSettings, {
>         'My_LDAP'       =>  {
>             'type'                      =>  'ldap',
>             'server'                    => 'ldap2.simons-rock.edu',
>             'base'                      => 
> 'ou=People,dc=simons-rock,dc=edu',
>             'filter'                    => '(objectClass=*)',
>             'net_ldap_args'             => [    version =>  3   ],
>
>             'attr_match_list' => [
>                 'Name',
>                 'EmailAddress',
>             ],
>             'attr_map' => {
>                 'Name' => 'uid',
>                 'EmailAddress' => 'mail',
>             },
>         },
>     } );
>
> # You must install Plugins on your own, this is only an example
> # of the correct syntax to use when activating them:
> #       Plugin( "RT::Extension::SLA" );
> #       Plugin( "RT::Authen::ExternalAuth" );
>
>         Plugin( "RT::Authen::ExternalAuth" );
> #       Plugin( "RT::Extension::Assets" );
> #       plugin( "RT::Extension::Assets::Import::CSV" );
> 1;
> -- 
>
> William Clarke
> ITS System Administrator
> Bard College at Simon's Rock
> 84 Alford Road
> Great Barrington, MA  01230
> (413) 528-7428 (voice)
> (413) 528-7405 (fax)
> wclarke at simons-rock.edu

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From wclarke at simons-rock.edu  Fri Oct  3 10:58:35 2014
From: wclarke at simons-rock.edu (William Clarke)
Date: Fri, 03 Oct 2014 10:58:35 -0400
Subject: [rt-users] Help - RT4.2.7 Authen::ExternalAuth via OpenLDAP
Message-ID: <542EB99B.9070003@simons-rock.edu>

Hi all,

CentOS6.5 \ Apache 2.2.15 \ Perl 5.18.2 \ MariaDB 5.5.39

I followed these instructions for my RT build:
http://binarynature.blogspot.pt/2013/05/install-request-tracker-4.html

I'm very new to RT. I've read up what I could find on CPAN, wiki and 
Google and I'm not quite sure which way to go here. RT is connecting to 
our ldap and a search result is found but the logs in ldap show "closed 
(connection lost)" so I suspect RT isn't seeing\getting the response 
back from LDAP. I have some examples below showing RT's LDAP requests 
with logs as well as the same search run via command line.

The main differences I can see in logs so far is command line test sends 
"scope=2 deref=0" vs RT test "scope=2 deref=2" and also that the RT test 
doesn't unbind and the connection is lost.

Command line: ldapsearch -x -p 389 -h ldap.simons-rock.edu -b 
ou=People,dc=simons-rock,dc=edu "(&(&(uid=*))(uid=wclarke))" mail uid

# extended LDIF
#
# LDAPv3
# base <ou=People,dc=simons-rock,dc=edu> with scope subtree
# filter: (&(&(uid=*))(uid=wclarke))
# requesting: mail uid
#

# wclarke, People, simons-rock.edu
dn: uid=wclarke,ou=People,dc=simons-rock,dc=edu
uid: wclarke
mail: wclarke at simons-rock.edu

# search result
search: 2
result: 0 Success

# numResponses: 2
# numEntries: 1
---------------------------------------------------------------------------------------------------------------
Logs from ldap via command line - loglevel 256
---------------------------------------------------------------------------------------------------------------
Oct  3 09:59:05 ldap2 slapd[1466]: conn=355216 fd=19 ACCEPT from 
IP=10.30.2.36:51249 (IP=0.0.0.0:389)
Oct  3 09:59:05 ldap2 slapd[1466]: conn=355216 op=0 BIND dn="" method=128
Oct  3 09:59:05 ldap2 slapd[1466]: conn=355216 op=0 RESULT tag=97 err=0 
text=
Oct  3 09:59:05 ldap2 slapd[1466]: conn=355216 op=1 SRCH 
base="ou=People,dc=simons-rock,dc=edu" scope=2 deref=0 
filter="(&(&(uid=*))(uid=wclarke))"
Oct  3 09:59:05 ldap2 slapd[1466]: conn=355216 op=1 SRCH attr=mail uid
Oct  3 09:59:05 ldap2 slapd[1466]: conn=355216 op=1 SEARCH RESULT 
tag=101 err=0 nentries=1 text=
Oct  3 09:59:05 ldap2 slapd[1466]: conn=355216 op=2 UNBIND
Oct  3 09:59:05 ldap2 slapd[1466]: conn=355216 fd=19 closed
---------------------------------------------------------------------------------------------------------------
Logs from ldap when logging into RT - loglevel 256
---------------------------------------------------------------------------------------------------------------
Oct  3 10:00:43 ldap2 slapd[1466]: conn=355234 fd=19 ACCEPT from 
IP=10.30.2.36:51262 (IP=0.0.0.0:389)
Oct  3 10:00:43 ldap2 slapd[1466]: conn=355234 op=0 BIND dn="" method=128
Oct  3 10:00:43 ldap2 slapd[1466]: conn=355234 op=0 RESULT tag=97 err=0 
text=
Oct  3 10:00:43 ldap2 slapd[1466]: conn=355234 op=1 SRCH 
base="ou=People,dc=simons-rock,dc=edu" scope=2 deref=2 
filter="(&(&(uid=*))(uid=wclarke))"
Oct  3 10:00:43 ldap2 slapd[1466]: conn=355234 op=1 SRCH attr=uid mail
Oct  3 10:00:43 ldap2 slapd[1466]: conn=355234 op=1 SEARCH RESULT 
tag=101 err=0 nentries=1 text=
Oct  3 10:00:43 ldap2 slapd[1466]: conn=355234 fd=19 closed (connection 
lost)
---------------------------------------------------------------------------------------------------------------
External Settings from: RT_SiteConfig.pm
---------------------------------------------------------------------------------------------------------------
Set( $ExternalSettings, {
         'My_LDAP'       =>  {
             'type'                      =>  'ldap',
             'server'                    => 'ldap2.simons-rock.edu',
             'base'                      => 
'ou=People,dc=simons-rock,dc=edu',
             'filter'                    => '(objectClass=*)',
             'net_ldap_args'             => [    version =>  3   ],

             'attr_match_list' => [
                 'Name',
                 'EmailAddress',
             ],
             'attr_map' => {
                 'Name' => 'uid',
                 'EmailAddress' => 'mail',
             },
         },
     } );

# You must install Plugins on your own, this is only an example
# of the correct syntax to use when activating them:
#       Plugin( "RT::Extension::SLA" );
#       Plugin( "RT::Authen::ExternalAuth" );

         Plugin( "RT::Authen::ExternalAuth" );
#       Plugin( "RT::Extension::Assets" );
#       plugin( "RT::Extension::Assets::Import::CSV" );
1;

-- 

William Clarke
ITS System Administrator
Bard College at Simon's Rock
84 Alford Road
Great Barrington, MA  01230
(413) 528-7428 (voice)
(413) 528-7405 (fax)
wclarke at simons-rock.edu

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From scottu at huenix.com  Fri Oct  3 12:15:22 2014
From: scottu at huenix.com (Scott Undercofler)
Date: Fri, 03 Oct 2014 12:15:22 -0400
Subject: [rt-users] Using groups
Message-ID: <542ECB9A.9060206@huenix.com>

Hi all:

     I have a pretty basic RT installation for a customer-facing 
ticketing system and I ran across something I can't find a solution for.

     The customer is normally one person who does all the ticketing. But 
in some cases there were five or more people. Most of them were 
"notification only" meaning they never actually open tickets, they just 
want to be notified about them. To accomplish this, I set up a series of 
groups called "TEAM_CustomerCode" and added all the ticket requestors to 
that group. That way when Joe at CompanyX opens a ticket, he, his 
teammates and his boss all get emails.

     The problem I ran into with this is that several customers have 
hired the same consultant, Sam. Because of this, Sam is a member of 
three groups for three different customers. And when Sam opens a ticket 
that was for Company One, everyone in all three customers get emails 
because I use the groups a person belongs to to build the notification 
list. There isnt any other way I can see to do it because we dumbed down 
the ticket creation process with a non-RT form with a series of 
dropdowns. I can't just add in another dropdown with "What company is 
this for" because many of my customers would have trouble figuring that 
out and would just call in, which kills my cost savings.

     Obviously this isn't workable. I had requested Sam to get three 
different email addresses and deal with it that way but he is either 
unwilling or unable.

     Suggestions?


From scottu at huenix.com  Fri Oct  3 12:27:42 2014
From: scottu at huenix.com (Scott Undercofler)
Date: Fri, 03 Oct 2014 12:27:42 -0400
Subject: [rt-users] Using groups
In-Reply-To: <074C3AE4E206DC478AB4FA128B9791413AA4B46A@OLAWPA-EXMB06.ad.garmin.com>
References: <542ECB9A.9060206@huenix.com>
	<074C3AE4E206DC478AB4FA128B9791413AA4B46A@OLAWPA-EXMB06.ad.garmin.com>
Message-ID: <542ECE7E.8020603@huenix.com>

Unfortunately, no. Queues are set up for the fix agent rather than the 
customer.

On 10/03/2014 12:25 PM, Beachey, Kendric wrote:
> Could you use a separate queue for each client company?
>
> Then have a group for each client company, and each group has the rights needed to work with tickets only on their queue.  Each person at the client company who wants to hear about new issues can be made a queue watcher.
>
> And Sam is a member of all the groups.  (Maybe also a member of another group that has elevated rights if needed.)
>
> It works pretty well at my installation, with different departments within the same company.
> --
> Kendric Beachey
>
>
>
> -----Original Message-----
> From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Scott Undercofler
> Sent: Friday, October 03, 2014 11:15 AM
> To: rt-users at lists.bestpractical.com
> Subject: [rt-users] Using groups
>
> Hi all:
>
>       I have a pretty basic RT installation for a customer-facing ticketing system and I ran across something I can't find a solution for.
>
>       The customer is normally one person who does all the ticketing. But in some cases there were five or more people. Most of them were "notification only" meaning they never actually open tickets, they just want to be notified about them. To accomplish this, I set up a series of groups called "TEAM_CustomerCode" and added all the ticket requestors to that group. That way when Joe at CompanyX opens a ticket, he, his teammates and his boss all get emails.
>
>       The problem I ran into with this is that several customers have hired the same consultant, Sam. Because of this, Sam is a member of three groups for three different customers. And when Sam opens a ticket that was for Company One, everyone in all three customers get emails because I use the groups a person belongs to to build the notification list. There isnt any other way I can see to do it because we dumbed down the ticket creation process with a non-RT form with a series of dropdowns. I can't just add in another dropdown with "What company is this for" because many of my customers would have trouble figuring that out and would just call in, which kills my cost savings.
>
>       Obviously this isn't workable. I had requested Sam to get three different email addresses and deal with it that way but he is either unwilling or unable.
>
>       Suggestions?
> --
> RT Training November 4 & 5 Los Angeles
> http://bestpractical.com/training
>
> ________________________________
>
> CONFIDENTIALITY NOTICE: This email and any attachments are for the sole use of the intended recipient(s) and contain information that may be confidential and/or legally privileged. If you have received this email in error, please notify the sender by reply email and delete the message. Any disclosure, copying, distribution or use of this communication (including attachments) by someone other than the intended recipient is prohibited. Thank you.



From Kendric.Beachey at garmin.com  Fri Oct  3 12:25:23 2014
From: Kendric.Beachey at garmin.com (Beachey, Kendric)
Date: Fri, 3 Oct 2014 16:25:23 +0000
Subject: [rt-users] Using groups
In-Reply-To: <542ECB9A.9060206@huenix.com>
References: <542ECB9A.9060206@huenix.com>
Message-ID: <074C3AE4E206DC478AB4FA128B9791413AA4B46A@OLAWPA-EXMB06.ad.garmin.com>

Could you use a separate queue for each client company?

Then have a group for each client company, and each group has the rights needed to work with tickets only on their queue.  Each person at the client company who wants to hear about new issues can be made a queue watcher.

And Sam is a member of all the groups.  (Maybe also a member of another group that has elevated rights if needed.)

It works pretty well at my installation, with different departments within the same company.
--
Kendric Beachey



-----Original Message-----
From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Scott Undercofler
Sent: Friday, October 03, 2014 11:15 AM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] Using groups

Hi all:

     I have a pretty basic RT installation for a customer-facing ticketing system and I ran across something I can't find a solution for.

     The customer is normally one person who does all the ticketing. But in some cases there were five or more people. Most of them were "notification only" meaning they never actually open tickets, they just want to be notified about them. To accomplish this, I set up a series of groups called "TEAM_CustomerCode" and added all the ticket requestors to that group. That way when Joe at CompanyX opens a ticket, he, his teammates and his boss all get emails.

     The problem I ran into with this is that several customers have hired the same consultant, Sam. Because of this, Sam is a member of three groups for three different customers. And when Sam opens a ticket that was for Company One, everyone in all three customers get emails because I use the groups a person belongs to to build the notification list. There isnt any other way I can see to do it because we dumbed down the ticket creation process with a non-RT form with a series of dropdowns. I can't just add in another dropdown with "What company is this for" because many of my customers would have trouble figuring that out and would just call in, which kills my cost savings.

     Obviously this isn't workable. I had requested Sam to get three different email addresses and deal with it that way but he is either unwilling or unable.

     Suggestions?
--
RT Training November 4 & 5 Los Angeles
http://bestpractical.com/training

________________________________

CONFIDENTIALITY NOTICE: This email and any attachments are for the sole use of the intended recipient(s) and contain information that may be confidential and/or legally privileged. If you have received this email in error, please notify the sender by reply email and delete the message. Any disclosure, copying, distribution or use of this communication (including attachments) by someone other than the intended recipient is prohibited. Thank you.


From holleran.kevin at gmail.com  Fri Oct  3 13:36:27 2014
From: holleran.kevin at gmail.com (Kevin Holleran)
Date: Fri, 3 Oct 2014 13:36:27 -0400
Subject: [rt-users] Assign Subject On Create
Message-ID: <CAN4UfGyz-TiGDiSVF+k9pK3148ek45eodjPqcW79d0ntbdLqdw@mail.gmail.com>

Hello,

I want to write a custom script at OnCreate that sets the subject of the
new Ticket.

Our Subject format starts with:

YYYY-MM-XXXX: [TEXT] where YY is the year, MM is the month, and XXXX is a
incrementing number.

So in pseudo code, I would like to say

(y,m,d) = getDate(Y-m-d).split('-')
last_ticket_subj = last_created_ticket().split(':')[0]
(ly,lm,lx) = split('-')
if (y==ly AND m==lm):

    self->Ticket->subject = "y-m-0001:"
else
    self->Ticket->subject = "y-m-0001:"
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From holleran.kevin at gmail.com  Fri Oct  3 13:38:31 2014
From: holleran.kevin at gmail.com (Kevin Holleran)
Date: Fri, 3 Oct 2014 13:38:31 -0400
Subject: [rt-users] Assign Subject On Create
In-Reply-To: <CAN4UfGyz-TiGDiSVF+k9pK3148ek45eodjPqcW79d0ntbdLqdw@mail.gmail.com>
References: <CAN4UfGyz-TiGDiSVF+k9pK3148ek45eodjPqcW79d0ntbdLqdw@mail.gmail.com>
Message-ID: <CAN4UfGwg9tDejAZ9DSmzf1KTE-is9oFihf45Uj+zx5GU2s6sJg@mail.gmail.com>

Sorry, hit the wrong button and sent early...

Hello,

I want to write a custom script at OnCreate that sets the subject of the
new Ticket.

Our Subject format starts with:

YYYY-MM-XXXX: [TEXT] where YY is the year, MM is the month, and XXXX is a
incrementing number.

So in pseudo code, I would like to say

(y,m,d) = getDate(Y-m-d).split('-')
last_ticket_subj = last_created_ticket().split(':')[0]
(ly,lm,lx) = split('-')
if (y==ly AND m==lm):
    newx = (int)lx + 1
    self->Ticket->subject = "y-m-newx:"
else
    self->Ticket->subject = "y-m-0001:


I know that this is not functional code but I think it gets the point
across.  How do I get the last ticket subject out of RT and how do I set
the new tickets subject?

Thanks for your help and sorry for the two emails.
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From wclarke at simons-rock.edu  Fri Oct  3 13:50:54 2014
From: wclarke at simons-rock.edu (William Clarke)
Date: Fri, 03 Oct 2014 13:50:54 -0400
Subject: [rt-users] Help - RT4.2.7 Authen::ExternalAuth via OpenLDAP
In-Reply-To: <542EBB85.3070006@simons-rock.edu>
References: <542EB99B.9070003@simons-rock.edu>
	<542EBB85.3070006@simons-rock.edu>
Message-ID: <542EE1FE.8060207@simons-rock.edu>

A little more info after checking rt4 logs:
Oct  3 10:20:16 rtracker6 RT: [16022] 
RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Disabled: , 
EmailAddress: , Gecos: wclarke, Name: wclarke, Privileged:
Oct  3 10:20:16 rtracker6 RT: [16022] Couldn't create user wclarke: 
Could not set user info
Oct  3 10:20:16 rtracker6 RT: [16022] FAILED LOGIN for wclarke from 
10.30.2.210

On 10/3/2014 11:06 AM, William Clarke wrote:
> Sorry, I sent that a little prematurely..... RT shows your username or 
> password is incorrect : (
>
> On 10/3/2014 10:58 AM, William Clarke wrote:
>> Hi all,
>>
>> CentOS6.5 \ Apache 2.2.15 \ Perl 5.18.2 \ MariaDB 5.5.39
>>
>> I followed these instructions for my RT build:
>> http://binarynature.blogspot.pt/2013/05/install-request-tracker-4.html
>>
>> I'm very new to RT. I've read up what I could find on CPAN, wiki and 
>> Google and I'm not quite sure which way to go here. RT is connecting 
>> to our ldap and a search result is found but the logs in ldap show 
>> "closed (connection lost)" so I suspect RT isn't seeing\getting the 
>> response back from LDAP. I have some examples below showing RT's LDAP 
>> requests with logs as well as the same search run via command line.
>>
>> The main differences I can see in logs so far is command line test 
>> sends "scope=2 deref=0" vs RT test "scope=2 deref=2" and also that 
>> the RT test doesn't unbind and the connection is lost.
>>
>> Command line: ldapsearch -x -p 389 -h ldap.simons-rock.edu -b 
>> ou=People,dc=simons-rock,dc=edu "(&(&(uid=*))(uid=wclarke))" mail uid
>>
>> # extended LDIF
>> #
>> # LDAPv3
>> # base <ou=People,dc=simons-rock,dc=edu> with scope subtree
>> # filter: (&(&(uid=*))(uid=wclarke))
>> # requesting: mail uid
>> #
>>
>> # wclarke, People, simons-rock.edu
>> dn: uid=wclarke,ou=People,dc=simons-rock,dc=edu
>> uid: wclarke
>> mail: wclarke at simons-rock.edu
>>
>> # search result
>> search: 2
>> result: 0 Success
>>
>> # numResponses: 2
>> # numEntries: 1
>> ---------------------------------------------------------------------------------------------------------------
>> Logs from ldap via command line - loglevel 256
>> ---------------------------------------------------------------------------------------------------------------
>> Oct  3 09:59:05 ldap2 slapd[1466]: conn=355216 fd=19 ACCEPT from 
>> IP=10.30.2.36:51249 (IP=0.0.0.0:389)
>> Oct  3 09:59:05 ldap2 slapd[1466]: conn=355216 op=0 BIND dn="" method=128
>> Oct  3 09:59:05 ldap2 slapd[1466]: conn=355216 op=0 RESULT tag=97 
>> err=0 text=
>> Oct  3 09:59:05 ldap2 slapd[1466]: conn=355216 op=1 SRCH 
>> base="ou=People,dc=simons-rock,dc=edu" scope=2 deref=0 
>> filter="(&(&(uid=*))(uid=wclarke))"
>> Oct  3 09:59:05 ldap2 slapd[1466]: conn=355216 op=1 SRCH attr=mail uid
>> Oct  3 09:59:05 ldap2 slapd[1466]: conn=355216 op=1 SEARCH RESULT 
>> tag=101 err=0 nentries=1 text=
>> Oct  3 09:59:05 ldap2 slapd[1466]: conn=355216 op=2 UNBIND
>> Oct  3 09:59:05 ldap2 slapd[1466]: conn=355216 fd=19 closed
>> ---------------------------------------------------------------------------------------------------------------
>> Logs from ldap when logging into RT - loglevel 256
>> ---------------------------------------------------------------------------------------------------------------
>> Oct  3 10:00:43 ldap2 slapd[1466]: conn=355234 fd=19 ACCEPT from 
>> IP=10.30.2.36:51262 (IP=0.0.0.0:389)
>> Oct  3 10:00:43 ldap2 slapd[1466]: conn=355234 op=0 BIND dn="" method=128
>> Oct  3 10:00:43 ldap2 slapd[1466]: conn=355234 op=0 RESULT tag=97 
>> err=0 text=
>> Oct  3 10:00:43 ldap2 slapd[1466]: conn=355234 op=1 SRCH 
>> base="ou=People,dc=simons-rock,dc=edu" scope=2 deref=2 
>> filter="(&(&(uid=*))(uid=wclarke))"
>> Oct  3 10:00:43 ldap2 slapd[1466]: conn=355234 op=1 SRCH attr=uid mail
>> Oct  3 10:00:43 ldap2 slapd[1466]: conn=355234 op=1 SEARCH RESULT 
>> tag=101 err=0 nentries=1 text=
>> Oct  3 10:00:43 ldap2 slapd[1466]: conn=355234 fd=19 closed 
>> (connection lost)
>> ---------------------------------------------------------------------------------------------------------------
>> External Settings from: RT_SiteConfig.pm
>> ---------------------------------------------------------------------------------------------------------------
>> Set( $ExternalSettings, {
>>         'My_LDAP'       =>  {
>>             'type'                      =>  'ldap',
>>             'server'                    => 'ldap2.simons-rock.edu',
>>             'base'                      => 
>> 'ou=People,dc=simons-rock,dc=edu',
>>             'filter'                    => '(objectClass=*)',
>>             'net_ldap_args'             => [    version =>  3   ],
>>
>>             'attr_match_list' => [
>>                 'Name',
>>                 'EmailAddress',
>>             ],
>>             'attr_map' => {
>>                 'Name' => 'uid',
>>                 'EmailAddress' => 'mail',
>>             },
>>         },
>>     } );
>>
>> # You must install Plugins on your own, this is only an example
>> # of the correct syntax to use when activating them:
>> #       Plugin( "RT::Extension::SLA" );
>> #       Plugin( "RT::Authen::ExternalAuth" );
>>
>>         Plugin( "RT::Authen::ExternalAuth" );
>> #       Plugin( "RT::Extension::Assets" );
>> #       plugin( "RT::Extension::Assets::Import::CSV" );
>> 1;
>> -- 
>>
>> William Clarke
>> ITS System Administrator
>> Bard College at Simon's Rock
>> 84 Alford Road
>> Great Barrington, MA  01230
>> (413) 528-7428 (voice)
>> (413) 528-7405 (fax)
>> wclarke at simons-rock.edu
>

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From holleran.kevin at gmail.com  Fri Oct  3 15:39:27 2014
From: holleran.kevin at gmail.com (Kevin Holleran)
Date: Fri, 3 Oct 2014 15:39:27 -0400
Subject: [rt-users] Assign Subject On Create
In-Reply-To: <CAN4UfGwg9tDejAZ9DSmzf1KTE-is9oFihf45Uj+zx5GU2s6sJg@mail.gmail.com>
References: <CAN4UfGyz-TiGDiSVF+k9pK3148ek45eodjPqcW79d0ntbdLqdw@mail.gmail.com>
	<CAN4UfGwg9tDejAZ9DSmzf1KTE-is9oFihf45Uj+zx5GU2s6sJg@mail.gmail.com>
Message-ID: <CAN4UfGxs0s9xvmkxw1kMB7WAcPJ6Qr1cA6z9qdCGL5jR6ga8gA@mail.gmail.com>

I got this working but I just created a user in the DB that only has rights
to read the Subject & ID and worked from there.

Thanks.


--
Kevin Holleran
Master of Science, Computer Information Systems
Grand Valley State University
Master of Business Administration
Western Michigan University
CISSP, GISP, GXPN, GCFA, GCFE, PCIP, PCI ISA, Cisco CCNA, ICCP ISA,
Microsoft MCSA

"If you have responsibility for security, but no authority to make changes,
then you're just there to take the blame when something goes wrong" Gene
Spafford - Spafford's First Law of Security

"Do today what others won't, do tomorrow what others can't" - SEALFit

"We are what we repeatedly do. Excellence, then, is not an act, but a
habit." - Aristotle

On Fri, Oct 3, 2014 at 1:38 PM, Kevin Holleran <holleran.kevin at gmail.com>
wrote:

> Sorry, hit the wrong button and sent early...
>
> Hello,
>
> I want to write a custom script at OnCreate that sets the subject of the
> new Ticket.
>
> Our Subject format starts with:
>
> YYYY-MM-XXXX: [TEXT] where YY is the year, MM is the month, and XXXX is a
> incrementing number.
>
> So in pseudo code, I would like to say
>
> (y,m,d) = getDate(Y-m-d).split('-')
> last_ticket_subj = last_created_ticket().split(':')[0]
> (ly,lm,lx) = split('-')
> if (y==ly AND m==lm):
>     newx = (int)lx + 1
>     self->Ticket->subject = "y-m-newx:"
> else
>     self->Ticket->subject = "y-m-0001:
>
>
> I know that this is not functional code but I think it gets the point
> across.  How do I get the last ticket subject out of RT and how do I set
> the new tickets subject?
>
> Thanks for your help and sorry for the two emails.
>
>
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From fleon at seguroscatatumbo.com  Sat Oct  4 00:49:21 2014
From: fleon at seguroscatatumbo.com (fleon)
Date: Fri, 3 Oct 2014 21:49:21 -0700 (MST)
Subject: [rt-users] Scrip to modify a ticket's text content?
In-Reply-To: <20141002150600.GI2951@jibsheet.com>
References: <1411993637962-58650.post@n7.nabble.com>
	<20141002150600.GI2951@jibsheet.com>
Message-ID: <1412398161086-58731.post@n7.nabble.com>

I just found a tool called MIMEDefang http://www.mimedefang.org/ that may
help me to edit mail content. I will see that i can do with it.



--
View this message in context: http://requesttracker.8502.n7.nabble.com/Scrip-to-modify-a-ticket-s-text-content-tp58650p58731.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.


From joinajay1 at gmail.com  Sat Oct  4 01:56:27 2014
From: joinajay1 at gmail.com (Ajay Kumar)
Date: Sat, 4 Oct 2014 11:26:27 +0530
Subject: [rt-users] Problem with HTML tags appearing in correspondence
Message-ID: <CAL41znPyXBMzGBN-xjCyJa=z=yuO8osn5pf=jY_u5LYFD0Lbcg@mail.gmail.com>

Dear All,
We have installed a fresh version of rt 4.2.2 and tested that  HTML
comments/correspondence was working fine and then upgraded from
rt4.2.1 with db.Then we are observing that  HTML
comments/correspondence are not working.
We tried to downgrade due to this issue.However not able to succeeded.
Pls help on resolving this issue

regards,
Ajay


From Bernhard.Eierschmalz at scheppach.com  Mon Oct  6 02:43:14 2014
From: Bernhard.Eierschmalz at scheppach.com (Eierschmalz, Bernhard)
Date: Mon, 6 Oct 2014 06:43:14 +0000
Subject: [rt-users] problem with ExtractCustomFieldValues Extension
In-Reply-To: <20141002150427.GH2951@jibsheet.com>
References: <97344147CBA1644584462D6D81C43CE413830372@svex.scheppach.local>
	<20141002150427.GH2951@jibsheet.com>
Message-ID: <97344147CBA1644584462D6D81C43CE4648FD4DE@svex.scheppach.local>

Hello Kevin,

> Are your error logs on debug?  If not, rerun on debug and show the logs.
Can you tell me how to do this?

> Is your email html or plain text?
I tried to create the mail from webinterface (I think this is HTML) and from CLI (I think this is plain text)
Both didn't work

> Which part of the mail is ExtractCustomFields searching?
In the mail body.


Best regards,

Bernhard


-----Urspr?ngliche Nachricht-----
Von: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] Im Auftrag von Kevin Falcone
Gesendet: Donnerstag, 2. Oktober 2014 17:04
An: rt-users at lists.bestpractical.com
Betreff: Re: [rt-users] problem with ExtractCustomFieldValues Extension

On Mon, Sep 29, 2014 at 10:00:30AM +0000, Eierschmalz, Bernhard wrote:
> 4.       Create a Ticket with content ?Kategorie Service->test? in body through
> WebInterface
> 
> 5.       It did not work.
> 
> In the error logs I cannot find any hint.
      
Are your error logs on debug?  If not, rerun on debug and show the logs.

Is your email html or plain text?
Which part of the mail is ExtractCustomFields searching?  I'll bet if you're feeding it html, then it is seeing -&gt; not ->

-kevin

From olivier.lumineau at renater.fr  Mon Oct  6 04:03:59 2014
From: olivier.lumineau at renater.fr (Olivier Lumineau)
Date: Mon, 06 Oct 2014 10:03:59 +0200
Subject: [rt-users] CommandByMail plugin installation
Message-ID: <54324CEF.2040102@renater.fr>

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From Gaston at huot.me  Mon Oct  6 08:40:34 2014
From: Gaston at huot.me (Gaston Huot)
Date: Mon, 6 Oct 2014 08:40:34 -0400
Subject: [rt-users] RT 4.2.7 Multi-instances
In-Reply-To: <CADsifHS91m8+m79ENu0WtooUCNrAkMW=Q=jtTA=Dgr7WEuW8DA@mail.gmail.com>
References: <CADsifHS91m8+m79ENu0WtooUCNrAkMW=Q=jtTA=Dgr7WEuW8DA@mail.gmail.com>
Message-ID: <CADsifHTN25_wHsZqhPFG=2qVkJQH92v+GuiqyJJevf4L8BMSsw@mail.gmail.com>

Hello

I went through the information on the wiki pages
http://requesttracker.wikia.com/wiki/MultipleInstances&cd=1&ved=0CBsQFjAA&usg=AFQjCNHsXyZLstK8-4Jt-2H3LrPY1PNUBA&sig2=S8azqL1IpYsijyaSQEwvwA

Is there something more recent on this subject? Does it apply to 4.2.7?

Thanks

GH

Gaston Huot
(d'un mobile)
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From falcone at bestpractical.com  Mon Oct  6 11:51:42 2014
From: falcone at bestpractical.com (Kevin Falcone)
Date: Mon, 6 Oct 2014 11:51:42 -0400
Subject: [rt-users] Help - RT4.2.7 Authen::ExternalAuth via OpenLDAP
In-Reply-To: <542EE1FE.8060207@simons-rock.edu>
References: <542EB99B.9070003@simons-rock.edu>
	<542EBB85.3070006@simons-rock.edu>
	<542EE1FE.8060207@simons-rock.edu>
Message-ID: <20141006155142.GJ2951@jibsheet.com>

On Fri, Oct 03, 2014 at 01:50:54PM -0400, William Clarke wrote:
> A little more info after checking rt4 logs:
> Oct? 3 10:20:16 rtracker6 RT: [16022]
> RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Disabled: ,
> EmailAddress: , Gecos: wclarke, Name: wclarke, Privileged:
> Oct? 3 10:20:16 rtracker6 RT: [16022] Couldn't create user wclarke: Could not
> set user info
> Oct? 3 10:20:16 rtracker6 RT: [16022] FAILED LOGIN for wclarke from 10.30.2.210

These are the more useful logs.
You should ensure you have your logs set to debug and show the
preceding lines which are important.

I find it suspicious that it didn't return an email address, but did
return a Gecos.  Implies your configuration is not what you sent to
the list.

You should also say your RT and RT-Authen-ExternalAuth versions
explicitly.

-kevin
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From falcone at bestpractical.com  Mon Oct  6 11:52:16 2014
From: falcone at bestpractical.com (Kevin Falcone)
Date: Mon, 6 Oct 2014 11:52:16 -0400
Subject: [rt-users] Problem with HTML tags appearing in correspondence
In-Reply-To: <CAL41znPyXBMzGBN-xjCyJa=z=yuO8osn5pf=jY_u5LYFD0Lbcg@mail.gmail.com>
References: <CAL41znPyXBMzGBN-xjCyJa=z=yuO8osn5pf=jY_u5LYFD0Lbcg@mail.gmail.com>
Message-ID: <20141006155216.GK2951@jibsheet.com>

On Sat, Oct 04, 2014 at 11:26:27AM +0530, Ajay Kumar wrote:
> rt4.2.1 with db.Then we are observing that  HTML
> comments/correspondence are not working.

You're going to have to explain what "not working" means.

Additionally, why are you upgrading to 4.2.2, the current release is
4.2.8.

-kevin
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From falcone at bestpractical.com  Mon Oct  6 12:00:52 2014
From: falcone at bestpractical.com (Kevin Falcone)
Date: Mon, 6 Oct 2014 12:00:52 -0400
Subject: [rt-users] CommandByMail plugin installation
In-Reply-To: <54324CEF.2040102@renater.fr>
References: <54324CEF.2040102@renater.fr>
Message-ID: <20141006160052.GL2951@jibsheet.com>

On Mon, Oct 06, 2014 at 10:03:59AM +0200, Olivier Lumineau wrote:
> I'm trying to install CommandByMail Plugin and it's not working.

What version of RT?

> # make install
> Installing /opt/rt4/local/plugins/RT-Extension-CommandByMail/lib/RT/Extension/
> CommandByMail.pm
> Installing /opt/rt4/local/plugins/RT-Extension-CommandByMail/lib/RT/Extension/
> CommandByMail/Test.pm
> Installing /opt/rt4/local/plugins/RT-Extension-CommandByMail/lib/RT/Interface/
> Email/Filter/TakeAction.pm
> Installing /opt/rt4/local/man/man3/RT::Extension::CommandByMail.3pm
> Installing /opt/rt4/local/man/man3/RT::Interface::Email::Filter::TakeAction.3pm
> Appending installation info to /opt/rt4/local/plugins/
> RT-Extension-CommandByMail/lib/perllocal.pod
> Couldn't load RT config file RT_SiteConfig.pm:
> 
> Can't locate object method "InitPluginPaths" via package
> "RT::Extension::CommandByMail" (perhaps you forgot to load
> "RT::Extension::CommandByMail"?) at /opt/rt4/lib/RT.pm line 657.
> Compilation failed in require at /opt/rt4/lib/RT/Config.pm line 1078.
> make: *** [install] Erreur 255

Are you running this as root, or another user who can read
RT_SiteConfig.pm ?

Also, did you already add RT::Extension::CommandByMail to Plugins in
your RT_SiteConfig.pm, before running make install?

Lastly, please show
make -n install

-kevin
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From jfioravanti at primax.us  Mon Oct  6 13:14:13 2014
From: jfioravanti at primax.us (Jeff Fioravanti)
Date: Mon, 6 Oct 2014 13:14:13 -0400
Subject: [rt-users] user can no longer open tickets in RT
Message-ID: <013001cfe188$f36d4460$da47cd20$@us>

I have a user who recently lost her ability to open tickets or work tickets in RT. To the best of my knowledge nothing changed. We tried giving her access by selecting the check box next to create tickets, but without success. Where could the ability to open or close tickets reside? Others in her group can open and work tickets, but suddenly she cannot. She does not have admin rights, so it is doubtful it is something she did?

 

Jeff Fioravanti

Desktop Support Analyst

jfioravanti at primax.us

P 781-756-8247 (direct) | Fax 781-246-5609

 

 Primax logo autosignature  516 Edgewater Dr., Wakefield, MA 01880 ? www.primax.us

 

 

Confidentiality Statement

This e-mail and any attachments are for use by the intended recipient only and may contain information that is privileged, confidential or exempt from disclosure under applicable law. If you are not the intended recipient any disclosure, distribution or other use of this content is prohibited. If you received this e-mail in error, please immediately notify the sender and delete

 

 

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From jfioravanti at primax.us  Mon Oct  6 12:14:53 2014
From: jfioravanti at primax.us (Jeff Fioravanti)
Date: Mon, 6 Oct 2014 12:14:53 -0400
Subject: [rt-users] ticket search - owner drop down showing multiple
	instance of one user and unknown users
Message-ID: <011801cfe180$a9d1dbc0$fd759340$@us>

We are a small company but have noticed over the past couple of days that certain users, within a specific group/queue, are seeing multiple instances of their own name and a number of names that unrecognizable when they select the drop down menu labeled ?Owner? while accessing rt. Only 4-5 users have reported this issue, but it is not across the board; thoughts on how to fix? Thanks.

 

Jeff Fioravanti

Desktop Support Analyst

jfioravanti at primax.us

P 781-756-8247 (direct) | Fax 781-246-5609

 

 Primax logo autosignature  516 Edgewater Dr., Wakefield, MA 01880 ? www.primax.us

 

 

Confidentiality Statement

This e-mail and any attachments are for use by the intended recipient only and may contain information that is privileged, confidential or exempt from disclosure under applicable law. If you are not the intended recipient any disclosure, distribution or other use of this content is prohibited. If you received this e-mail in error, please immediately notify the sender and delete

 

 

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From wclarke at simons-rock.edu  Mon Oct  6 14:34:40 2014
From: wclarke at simons-rock.edu (William Clarke)
Date: Mon, 06 Oct 2014 14:34:40 -0400
Subject: [rt-users] Help - RT4.2.7 Authen::ExternalAuth via,	OpenLDAP
Message-ID: <5432E0C0.2000701@simons-rock.edu>

Thank you very much for the response Kevin.

RT 4.2.7 and RT-Authen-ExternalAuth-0.23

I triple-checked and this is surely my RT_SiteConfig.pm file and as you 
saw yes, the logs to definitely show it's populating the Gecos field 
when not requested and not populating the EmailAddress field. Please see 
RT debug logs below:

Set( $ExternalAuthPriority, ["My_LDAP"] );
Set( $ExternalAuthInfo,     ["My_LDAP"] );
Set( $ExternalSettings, {
         'My_LDAP'       =>  {
             'type'                      =>  'ldap',
             'server'                    => 'ldap2.simons-rock.edu',
             'base'                      => 'dc=simons-rock,dc=edu',
             'filter'                    => '(objectClass=*)',

             'attr_match_list' => [
                 'Name',
                 'EmailAddress',
             ],
             'attr_map' => {
                 'Name' => 'uid',
                 'EmailAddress' => 'mail',
             },
         },
     } );

# You must install Plugins on your own, this is only an example
# of the correct syntax to use when activating them:
#       Plugin( "RT::Extension::SLA" );
#       Plugin( "RT::Authen::ExternalAuth" );

         Plugin( "RT::Authen::ExternalAuth" );
#       Plugin( "RT::Extension::Assets" );
#       plugin( "RT::Extension::Assets::Import::CSV" );
1;

[29370] [Mon Oct  6 18:20:02 2014] [debug]: Attempting to use external 
auth service: My_LDAP 
(/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:424)
[29370] [Mon Oct  6 18:20:02 2014] [debug]: Calling UserExists with 
$username (wclarke) and $service (My_LDAP) 
(/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:465)
[29370] [Mon Oct  6 18:20:02 2014] [debug]: UserExists params:
username: wclarke , service: My_LDAP 
(/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:439)
[29370] [Mon Oct  6 18:20:02 2014] [debug]: LDAP Search === Base: 
dc=simons-rock,dc=edu == Filter: (&(objectClass=*)(uid=wclarke)) == 
Attrs: uid,mail 
(/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:469)
[29370] [Mon Oct  6 18:20:02 2014] [debug]: 
RT::Authen::ExternalAuth::CanonicalizeUserInfo called by 
RT::Authen::ExternalAuth 
/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm 
885 with: Disabled: , EmailAddress: , Gecos: wclarke, Name: wclarke, 
Privileged: 
(/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:792)
[29370] [Mon Oct  6 18:20:02 2014] [info]: 
RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Disabled: , 
EmailAddress: , Gecos: wclarke, Name: wclarke, Privileged: 
(/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:868)
[29370] [Mon Oct  6 18:20:02 2014] [error]: Couldn't create user 
wclarke: Could not set user info 
(/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:491)
[29370] [Mon Oct  6 18:20:02 2014] [debug]: Autohandler called 
ExternalAuth. Response: (0, No User) 
(/opt/rt4/local/plugins/RT-Authen-ExternalAuth/html/Elements/DoAuth:16)
[29370] [Mon Oct  6 18:20:02 2014] [error]: FAILED LOGIN for wclarke 
from 10.30.2.210 (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:810)

Message: 4
Date: Mon, 6 Oct 2014 11:51:42 -0400
From: Kevin Falcone<falcone at bestpractical.com>
To:rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Help - RT4.2.7 Authen::ExternalAuth via
	OpenLDAP
Message-ID:<20141006155142.GJ2951 at jibsheet.com>
Content-Type: text/plain; charset="iso-8859-1"

On Fri, Oct 03, 2014 at 01:50:54PM -0400, William Clarke wrote:

> A little more info after checking rt4 logs:
> Oct? 3 10:20:16 rtracker6 RT: [16022]
> RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Disabled: ,
> EmailAddress: , Gecos: wclarke, Name: wclarke, Privileged:
> Oct? 3 10:20:16 rtracker6 RT: [16022] Couldn't create user wclarke: Could not
> set user info
> Oct? 3 10:20:16 rtracker6 RT: [16022] FAILED LOGIN for wclarke from 10.30.2.210

These are the more useful logs.
You should ensure you have your logs set to debug and show the
preceding lines which are important.

I find it suspicious that it didn't return an email address, but did
return a Gecos.  Implies your configuration is not what you sent to
the list.

You should also say your RT and RT-Authen-ExternalAuth versions
explicitly.

-kevin


-- 

William Clarke
ITS System Administrator
Bard College at Simon's Rock
84 Alford Road
Great Barrington, MA  01230
(413) 528-7428 (voice)
(413) 528-7405 (fax)
wclarke at simons-rock.edu

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From jarevalo at version3.co  Mon Oct  6 14:44:07 2014
From: jarevalo at version3.co (Julio Cesar Arevalo Blanco)
Date: Mon, 6 Oct 2014 13:44:07 -0500 (COT)
Subject: [rt-users] Error connect LDAP on Zimbra 7.2
In-Reply-To: <1480539374.477443.1412616775099.JavaMail.root@version3.co>
Message-ID: <505810192.478975.1412621047569.JavaMail.root@version3.co>

Hello Everyone 



I am trying to configure Rt4.2 a low zimbra ldap server is connected. But I could not do it. it connects fine, but when trying to bring the user 's authentication parameters . do not make it so the authentication fails. 


I have proven several filters and searched on google but nothing :) . I have reviewed the application with Apache Directory Studio and user attributes are correct. and ldapsearch with the parameters described in the configuration file . and brings the user attributes perfectly . I also checked the connection between the client and server zimbra with Wireshark and I respond well . attached audit log . 


attached my RT_Siteconfig . 

****RT_Siteconfig**** 

Set( $rtname, ''); 
Set( $Organization, 'Version3.co'); 
Set( $Timezone, 'US/Pacific'); 
# Set( $WebDomain, 'rt4.v3prueba.co'); 
Set( $WebDomain, 'xx.xxx.xxx.xxx'); 
Set( $WebPort, 443); 
Set( $WebPath, ''); 
Set( $DatabasePassword, '******************'); 


# You must install Plugins on your own, this is only an example 
# of the correct syntax to use when activating them: 
# Plugin( "RT::Extension::SLA" ); 
# Plugin( "RT::Authen::ExternalAuth" ); 
Plugin('RT::Authen::ExternalAuth'); 
Set( @Plugins, qw(RT::Authen::ExternalAuth)); 

Set($ExternalAuthPriority, ['My_LDAP']); 
Set($ExternalInfoPriority, ['My_LDAP']); 
Set($AutoCreateNonExternalUsers, 1); 
Set($UserAutocreateDefaultsOnLogin, { Privileged => 1}); 
Set($LogDir, '/opt/rt4/var/log'); 
Set($LogToFileNamed, "rt.log"); 

Set($ExternalSettings, { 

'My_LDAP' => { 
'type' => 'ldap', 
'server' => 'xxxxxxxxxxxxxxxxxx.com', 
'user' => 'uid=*******,cn=admins,cn=zimbra', 
'pass' => '***********************', 
'base' => 'ou=people,dc=version3,dc=co', 
'filter' => '(objectClass=*)', 
'group' => 'dn', 
'group_scope' => 'base', 
'group_attr_value' => 'dn', 
'tls' => 0, 
'net_ldap_args' => [ version => 3 ], 

'attr_match_list' => [ 
'Name', 
'EmailAddress', 
'ExternalContactInfoId', 
'RealName', 
# 'Password', 
# 'displayName', 
# 'mail', 
], 

'attr_map' => { 
'Name' => 'uid', 
'EmailAddress' => 'mail', 
'RealName' => 'cn', 
'ExternalContactInfoId' => 'dn', 
'ExternalAuthId' => 'uid', 
# 'Password' => 'userPassword' 
# 'WorkPhone' => 'telephoneNumber', 
# 'Address1' => 'streetAddress', 
# 'City' => 'l', 
# 'State' => 'st', 
# 'Zip' => 'postalCode', 
# 'Country' => 'co', 
}, 
}, 
} ); 


*****Log. Ldapsearch**** 

# extended LDIF 
# 
# LDAPv3 
# base <ou=people,dc=version3,dc=co> with scope subtree 
# filter: (objectClass=*) 
# requesting: ALL 
# search result 
search: 2 
result: 0 Success 

# numResponses: 11 
# numEntries: 10 

******Log. Wireshark Respond from server Zimbra ***** 

04...`/.....uid=********,cn=admins,cn=zimbra. 
*****************....a. 
......0m...ch..ou=people,dc=version3,dc=co 
.. 
............*..objectClass....uid..helpdesk at version3.co0...cn..dn..mail..uid..uid0....e. 
...... 

I authenticate correctly with helpdesk at version3.co mail account via Web interface zimbra . so the password is correct email . 


Help. 


Saludos... 

Cordialmente. 




Logo Julio Cesar Ar?valo Blanco 
Ingeniero de Infraestructura / Ingenieria 
6221190 / 3124654611 ? jarevalo at version3.co 


Versi?n3.0 S.A.S 
Direccion: Carrera 12 N? 93-31 
Telefono: 6221190 
ecoNo me imprimas si no es necesario. Protejamos el medio ambiente 


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From olivier.lumineau at renater.fr  Tue Oct  7 05:45:38 2014
From: olivier.lumineau at renater.fr (Olivier Lumineau)
Date: Tue, 07 Oct 2014 11:45:38 +0200
Subject: [rt-users] CommandByMail plugin installation
In-Reply-To: <20141006160052.GL2951@jibsheet.com>
References: <54324CEF.2040102@renater.fr> <20141006160052.GL2951@jibsheet.com>
Message-ID: <5433B642.2020208@renater.fr>


Le 06/10/2014 18:00, Kevin Falcone a ?crit :
> On Mon, Oct 06, 2014 at 10:03:59AM +0200, Olivier Lumineau wrote:
>> I'm trying to install CommandByMail Plugin and it's not working.
> What version of RT?

Sorry for this missing...

It's RT 4.2.5


>
>> # make install
>> Installing /opt/rt4/local/plugins/RT-Extension-CommandByMail/lib/RT/Extension/
>> CommandByMail.pm
>> Installing /opt/rt4/local/plugins/RT-Extension-CommandByMail/lib/RT/Extension/
>> CommandByMail/Test.pm
>> Installing /opt/rt4/local/plugins/RT-Extension-CommandByMail/lib/RT/Interface/
>> Email/Filter/TakeAction.pm
>> Installing /opt/rt4/local/man/man3/RT::Extension::CommandByMail.3pm
>> Installing /opt/rt4/local/man/man3/RT::Interface::Email::Filter::TakeAction.3pm
>> Appending installation info to /opt/rt4/local/plugins/
>> RT-Extension-CommandByMail/lib/perllocal.pod
>> Couldn't load RT config file RT_SiteConfig.pm:
>>
>> Can't locate object method "InitPluginPaths" via package
>> "RT::Extension::CommandByMail" (perhaps you forgot to load
>> "RT::Extension::CommandByMail"?) at /opt/rt4/lib/RT.pm line 657.
>> Compilation failed in require at /opt/rt4/lib/RT/Config.pm line 1078.
>> make: *** [install] Erreur 255
> Are you running this as root, or another user who can read
> RT_SiteConfig.pm ?

Yes I'm root

>
> Also, did you already add RT::Extension::CommandByMail to Plugins in
> your RT_SiteConfig.pm, before running make install?

Yes but not correctly :-[
I've added it like other plugins :
Plugin('RT::Extension::CommandByMail');

and not :
Set(@Plugins, ( @Plugins, "RT::Extension::CommandByMail" ));

I have now in my RT_SiteConfig.pm :
#Command by mail plugin
Set(@Plugins, ( @Plugins, "RT::Extension::CommandByMail" ));
Set(@MailPlugins, qw(Auth::MailFrom Filter::TakeAction));

So, it seems to be right installed now but... Commands by mail are not 
recognized.
For example i put this on the first line of a mail ticket :

Status: resolved

I sent it with only text format and nothing appended

I'm sure I'm missing something but I don't know what...



--
Olivier













From joinajay1 at gmail.com  Tue Oct  7 06:19:31 2014
From: joinajay1 at gmail.com (Ajay Kumar)
Date: Tue, 7 Oct 2014 15:49:31 +0530
Subject: [rt-users] Problem with HTML tags appearing in correspondence
In-Reply-To: <20141006155216.GK2951@jibsheet.com>
References: <CAL41znPyXBMzGBN-xjCyJa=z=yuO8osn5pf=jY_u5LYFD0Lbcg@mail.gmail.com>
	<20141006155216.GK2951@jibsheet.com>
Message-ID: <CAL41znPegmDsn0otWOoGgjaH-tgs91PpnNPEsLQvi2FxJSnX_w@mail.gmail.com>

Hi,
Thanks for response.

On Mon, Oct 6, 2014 at 9:22 PM, Kevin Falcone <falcone at bestpractical.com>
wrote:

> On Sat, Oct 04, 2014 at 11:26:27AM +0530, Ajay Kumar wrote:
> > rt4.2.1 with db.Then we are observing that  HTML
> > comments/correspondence are not working.
>
> You're going to have to explain what "not working" means.
>

It removes that HTML tags while sending mails.  Like I send mail via web
following test
"You may happy to know that RT is now working.
Cheers,
Ajai"

following will be sent to user
"You may happy to know that RT is now working.Cheers,Ajai"

It seems that it is removing html tag for line change etc.


> Additionally, why are you upgrading to 4.2.2, the current release is
> 4.2.8.
>
>
Because in the release note  of  4.2.2,it was mentioned that this release
fixes a bug in 4.2.0 and 4.2.1 where failures of the HTML-to-text
conversion would silently cause mail to fail to be sent.Therefore I thought
it may resolve the issue.

I am not able to fix this issue. Looking forward for help pls.


-kevin
>
> --
> RT Training November 4 & 5 Los Angeles
> http://bestpractical.com/training
>
>
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From Markus.Wildbolz at eu.magna.com  Tue Oct  7 07:45:47 2014
From: Markus.Wildbolz at eu.magna.com (Markus.Wildbolz at eu.magna.com)
Date: Tue, 7 Oct 2014 13:45:47 +0200
Subject: [rt-users] How to correctly dump metadata other RT environment?
Message-ID: <OFF893D0B2.C21EFE5B-ONC1257D6A.003F488E-C1257D6A.00409E06@intier.com>

Hi guys!

I'm trying to move all customizations I did in our productive environment 
to our test environment (on a clean, fresh installation).
I do not want to transfer the complete database because I dont need the 
tickets (and all the other stuff like transactions, etc.). So I thought 
the right way is to use the rt-dump-metadata program.
If I try to import the metadata-file through rt-setup-database into the 
test-environment I get errors and the configuration is not transferred 
successfully!



Could someone of you give me an explanation, what the definite steps for 
moving this metadata are?
My approach was the following:

Export:
rt4/sbin/rt-dump-metadata -a -s > metadata.xml

Import:
rt4-devel/sbin/rt-setup-database --action drop
rt4-devel/sbin/rt-setup-database --action create,schema
rt4-devel/sbin/rt-setup-database --action insert --datafile 
../rt4/metadata.xml


Did I miss a step? I don't know if I have to do --action acl,coredata 
first or not. However, I get many different errors.

I'm using two completely separated instances of RT 4.2.7 with MySQL 5.5.38 
on Debian 7

Would be fine, if someone has some input for me! I will try the 
recommended steps and get the definite error messages for you 
afterwards...



Greetings,

Markus Wildbolz
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From doug.downham at gmail.com  Tue Oct  7 10:09:32 2014
From: doug.downham at gmail.com (doug downham)
Date: Tue, 7 Oct 2014 10:09:32 -0400
Subject: [rt-users] Template compilation error
Message-ID: <CAM8o+dM9G4vi1H21obbwrjqkH4ayfUh6s2Ozpxp_UpwhV2My3Q@mail.gmail.com>

I'm slightly stumped here.
I'm trying to setup a user response survey with a token following the
instructions at
http://requesttracker.wikia.com/wiki/RemoteControlLimeSurvey2
Now, I know the instructions are written for 3.8. I'm running 4.2.6, but
looking at the documentation for the two, it looks like the 3.8 template
should still be valid in 4.2.6.

I've had no trouble setting up LimeSurvey; I've used it many times in the
past with good result. Using the sample code provided, substituting in the
correct values for my environment, I'm getting a "Couldn't compile template
codeblock" error when creating the template, followed by the code I've put
in, followod by "Modification of a read-only value attempted at
/usr/local/share/perl5/Log/Dispatch/Output.pm line 39. Stack:
[/usr/local/share/perl5/Log/Dispatch/Output.pm:39]
[/usr/local/share/perl5/Log/Dispatch.pm:214]
[/usr/local/share/perl5/Log/Dispatch.pm:167]
[/usr/local/share/perl5/Log/Dispatch.pm:145] [(eval 13358):17]
[/opt/rt4/share/html/Admin/Global/Template.html:101]
[/opt/rt4/share/html/Admin/autohandler:49]
[/opt/rt4/sbin/../lib/RT/Interface/Web.pm:682]
[/opt/rt4/sbin/../lib/RT/Interface/Web.pm:370]
[/opt/rt4/share/html/autohandler:53]"

The debug logs for RT and Apache show nothing for this, so I'm stumped.
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From falcone at bestpractical.com  Tue Oct  7 10:32:01 2014
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 7 Oct 2014 10:32:01 -0400
Subject: [rt-users] Template compilation error
In-Reply-To: <CAM8o+dM9G4vi1H21obbwrjqkH4ayfUh6s2Ozpxp_UpwhV2My3Q@mail.gmail.com>
References: <CAM8o+dM9G4vi1H21obbwrjqkH4ayfUh6s2Ozpxp_UpwhV2My3Q@mail.gmail.com>
Message-ID: <20141007143201.GA2788@jibsheet.com>

On Tue, Oct 07, 2014 at 10:09:32AM -0400, doug downham wrote:
> looking at the documentation for the two, it looks like the 3.8 template should
> still be valid in 4.2.6.

If I copy and paste that template into a new template in 4.2.8, after
resolving the missing module error (presented to me in the UI) I'm
given this error:

syntax error at template line 64

which is 

my $url = ;

Which looks like a syntax error to me.

-kevin
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From falcone at bestpractical.com  Tue Oct  7 10:36:35 2014
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 7 Oct 2014 10:36:35 -0400
Subject: [rt-users] CommandByMail plugin installation
In-Reply-To: <5433B642.2020208@renater.fr>
References: <54324CEF.2040102@renater.fr> <20141006160052.GL2951@jibsheet.com>
	<5433B642.2020208@renater.fr>
Message-ID: <20141007143635.GB2788@jibsheet.com>

On Tue, Oct 07, 2014 at 11:45:38AM +0200, Olivier Lumineau wrote:
> >Also, did you already add RT::Extension::CommandByMail to Plugins in
> >your RT_SiteConfig.pm, before running make install?
> 
> Yes but not correctly :-[
> I've added it like other plugins :
> Plugin('RT::Extension::CommandByMail');
> 
> and not :
> Set(@Plugins, ( @Plugins, "RT::Extension::CommandByMail" ));

Plugin('RT::Extension::CommandByMail')
is significantly more correct than your Set(@Plugins) version.

What I asked was if you had added RT::Extension::CommandByMail to your
RT_SiteConfig.pm *before* running make install and getting your error.

I was interested in that installation error and how you got to that state.

> For example i put this on the first line of a mail ticket :
> 
> Status: resolved
> 
> I sent it with only text format and nothing appended

Confirm your Plugin settings in the Sytem Configuration page, turn your
logging to debug and read the logs.

-kevin
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From falcone at bestpractical.com  Tue Oct  7 10:37:49 2014
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 7 Oct 2014 10:37:49 -0400
Subject: [rt-users] Problem with HTML tags appearing in correspondence
In-Reply-To: <CAL41znPegmDsn0otWOoGgjaH-tgs91PpnNPEsLQvi2FxJSnX_w@mail.gmail.com>
References: <CAL41znPyXBMzGBN-xjCyJa=z=yuO8osn5pf=jY_u5LYFD0Lbcg@mail.gmail.com>
	<20141006155216.GK2951@jibsheet.com>
	<CAL41znPegmDsn0otWOoGgjaH-tgs91PpnNPEsLQvi2FxJSnX_w@mail.gmail.com>
Message-ID: <20141007143749.GC2788@jibsheet.com>

On Tue, Oct 07, 2014 at 03:49:31PM +0530, Ajay Kumar wrote:
> It removes that HTML tags while sending mails.? Like I send mail via web
> following test
> "You may happy to know that RT is now working.
> Cheers,
> Ajai"
> 
> following will be sent to user
> "You may happy to know that RT is now working.Cheers,Ajai"
> 
> It seems that it is removing html tag for line change etc.

So, it rewraps things?

Without you providing actual emails generated by RT that demonstrate
the problem, I'm not sure how to proceed, since your examples don't
look like html mail failing to send to me.

> Because in the release note? of? 4.2.2,it was mentioned that this release fixes
> a bug in 4.2.0 and 4.2.1 where failures of the HTML-to-text conversion would
> silently cause mail to fail to be sent.Therefore I thought it may resolve the
> issue.

Were you seeing mail failing to send or mail wrapped poorly.
Your report is unclear.

Please try again on the current release of RT.

-kevin
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From falcone at bestpractical.com  Tue Oct  7 10:46:02 2014
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 7 Oct 2014 10:46:02 -0400
Subject: [rt-users] Help - RT4.2.7 Authen::ExternalAuth via,	OpenLDAP
In-Reply-To: <5432E0C0.2000701@simons-rock.edu>
References: <20141006155142.GJ2951@jibsheet.com>
	<5432E0C0.2000701@simons-rock.edu>
Message-ID: <20141007144602.GD2788@jibsheet.com>

On Mon, Oct 06, 2014 at 02:34:40PM -0400, William Clarke wrote:
> RT 4.2.7 and RT-Authen-ExternalAuth-0.23

0.23 or 0.23_01 the dev release?

Your log points to line 491

> [29370] [Mon Oct? 6 18:20:02 2014] [error]: Couldn't create user wclarke: Could
> not set user info (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/
> ExternalAuth.pm:491)

But line 491 of 0.23 is blank

https://github.com/bestpractical/rt-authen-externalauth/blob/5a3a85c36f2e0abc43a0b0483b6e01e4d390ec54/lib/RT/Authen/ExternalAuth.pm#L491

Line 491 of 0.23_01 has an error message there

https://github.com/bestpractical/rt-authen-externalauth/blob/master/lib/RT/Authen/ExternalAuth.pm#L491

So, let's nail down what you're actually running, since you may just
have tripped a bug in 0.23_01 if that's what you have installed.


BTW - is there a reason you've only configured Auth and not Info?
That's probably making it very hard for RT to create the user, since
it can't go fetch any info.

-kevin
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From falcone at bestpractical.com  Tue Oct  7 10:48:51 2014
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 7 Oct 2014 10:48:51 -0400
Subject: [rt-users] Error connect LDAP on Zimbra 7.2
In-Reply-To: <505810192.478975.1412621047569.JavaMail.root@version3.co>
References: <1480539374.477443.1412616775099.JavaMail.root@version3.co>
	<505810192.478975.1412621047569.JavaMail.root@version3.co>
Message-ID: <20141007144851.GE2788@jibsheet.com>

On Mon, Oct 06, 2014 at 01:44:07PM -0500, Julio Cesar Arevalo Blanco wrote:
>       Plugin('RT::Authen::ExternalAuth');
>       Set( @Plugins, qw(RT::Authen::ExternalAuth));

This is wrong.  All it does is overwrite the first line with the
second line.  Delete the second line.

>     'attr_match_list'  => [
>                 'Name',
>                 'EmailAddress',
>                 'ExternalContactInfoId',
>                 'RealName',
> #               'Password',
> #    'displayName',
> #    'mail',
>    ],

This is going to cause problems.  What happens when you have two users
named John Doe?  Please review the documentation

https://metacpan.org/pod/RT::Authen::ExternalAuth#attr_match_list

> 
> I authenticate correctly with helpdesk at version3.co mail account via Web 
> interface zimbra. so the password is correct email.

Instead of a wireshark dump, please provide the debug logs from RT.

-kevin
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From doug.downham at gmail.com  Tue Oct  7 10:51:00 2014
From: doug.downham at gmail.com (doug downham)
Date: Tue, 7 Oct 2014 10:51:00 -0400
Subject: [rt-users] Template compilation error
In-Reply-To: <20141007143201.GA2788@jibsheet.com>
References: <CAM8o+dM9G4vi1H21obbwrjqkH4ayfUh6s2Ozpxp_UpwhV2My3Q@mail.gmail.com>
	<20141007143201.GA2788@jibsheet.com>
Message-ID: <CAM8o+dMJRe4G6++GLV+6M_GzM8CFRe5DpYGPPwaS4zjAdJB4xg@mail.gmail.com>

I swear I thought I had fixed the two nulls that were eaten by the wiki
formatting.
Thanks for the help, I often just need another set of eyes to look at
things.

On Tue, Oct 7, 2014 at 10:32 AM, Kevin Falcone <falcone at bestpractical.com>
wrote:

> On Tue, Oct 07, 2014 at 10:09:32AM -0400, doug downham wrote:
> > looking at the documentation for the two, it looks like the 3.8 template
> should
> > still be valid in 4.2.6.
>
> If I copy and paste that template into a new template in 4.2.8, after
> resolving the missing module error (presented to me in the UI) I'm
> given this error:
>
> syntax error at template line 64
>
> which is
>
> my $url = ;
>
> Which looks like a syntax error to me.
>
> -kevin
>
> --
> RT Training November 4 & 5 Los Angeles
> http://bestpractical.com/training
>
>


-- 
Forget Turing, USENET wouldn't pass a roadside DWI test
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From wclarke at simons-rock.edu  Tue Oct  7 11:46:57 2014
From: wclarke at simons-rock.edu (William Clarke)
Date: Tue, 07 Oct 2014 11:46:57 -0400
Subject: [rt-users] Help - RT4.2.7 Authen::ExternalAuth via,	OpenLDAP
In-Reply-To: <12746_1412693198_5433FCCD_12746_1587_1_20141007144602.GD2788@jibsheet.com>
References: <20141006155142.GJ2951@jibsheet.com>	<5432E0C0.2000701@simons-rock.edu>
	<12746_1412693198_5433FCCD_12746_1587_1_20141007144602.GD2788@jibsheet.com>
Message-ID: <54340AF1.8030409@simons-rock.edu>

Ouch, I apologize I missed that. I was initially using .23 release but 
then later installed the latest dev .23_01 in hopes all my problems 
would vanish. Well just reinstalled .23 just now and the logs I'm seeing 
might be a little more interesting to us all. Oh and it really helps 
when I add the following as you suggested, I didn't leave that out 
intentionally....

Set( $ExternalInfoPriority, ["My_LDAP"] );

External Auth is working like a charm now.... so THANK YOU KEVIN!!!!!

[3298] [Tue Oct  7 15:40:07 2014] [debug]: Attempting to use external 
auth service: My_LDAP 
(/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:371)
[3298] [Tue Oct  7 15:40:07 2014] [debug]: Calling UserExists with 
$username (wclarke) and $service (My_LDAP) 
(/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:412)
[3298] [Tue Oct  7 15:40:07 2014] [debug]: UserExists params:
username: wclarke , service: My_LDAP 
(/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:437)
[3298] [Tue Oct  7 15:40:07 2014] [debug]: LDAP Search === Base: 
dc=simons-rock,dc=edu == Filter: (&(objectClass=*)(uid=wclarke)) == 
Attrs: mail,uid 
(/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:467)
[3298] [Tue Oct  7 15:40:08 2014] [debug]: 
RT::Authen::ExternalAuth::CanonicalizeUserInfo called by 
RT::Authen::ExternalAuth 
/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm 
860 with: Disabled: , EmailAddress: , Gecos: wclarke, Name: wclarke, 
Privileged: 
(/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:757)
[3298] [Tue Oct  7 15:40:08 2014] [debug]: Attempting to get user info 
using this external service: My_LDAP 
(/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:765)
[3298] [Tue Oct  7 15:40:08 2014] [debug]: Attempting to use this 
canonicalization key: Name 
(/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:779)
[3298] [Tue Oct  7 15:40:08 2014] [debug]: LDAP Search === Base: 
dc=simons-rock,dc=edu == Filter: (&(objectClass=*)(uid=wclarke)) == 
Attrs: mail,uid 
(/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:355)
[3298] [Tue Oct  7 15:40:08 2014] [info]: 
RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Disabled: , 
EmailAddress: wclarke at simons-rock.edu, Gecos: wclarke, Name: wclarke, 
Privileged: , RealName: 
(/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:843)
[3298] [Tue Oct  7 15:40:08 2014] [info]: Autocreated external user 
wclarke ( 22 ) 
(/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:439)
[3298] [Tue Oct  7 15:40:08 2014] [debug]: Loading new user ( wclarke ) 
into current session 
(/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:445)
[3298] [Tue Oct  7 15:40:08 2014] [debug]: Password validation required 
for service - Executing... 
(/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:462)
[3298] [Tue Oct  7 15:40:08 2014] [debug]: Trying external auth service: 
My_LDAP 
(/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:151)
[3298] [Tue Oct  7 15:40:08 2014] [debug]: LDAP Search === Base: 
dc=simons-rock,dc=edu == Filter: (&(uid=wclarke)(objectClass=*)) == 
Attrs: dn 
(/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:184)
[3298] [Tue Oct  7 15:40:08 2014] [debug]: Found LDAP DN: 
uid=wclarke,ou=People,dc=simons-rock,dc=edu 
(/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:218)
[3298] [Tue Oct  7 15:40:08 2014] [info]: 
RT::Authen::ExternalAuth::LDAP::GetAuth External Auth OK ( My_LDAP ): 
wclarke 
(/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:299)
[3298] [Tue Oct  7 15:40:08 2014] [debug]: LDAP password validation 
result: 1 
(/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:641)
[3298] [Tue Oct  7 15:40:08 2014] [debug]: Password Validation Check 
Result:  1 
(/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:466)
[3298] [Tue Oct  7 15:40:08 2014] [debug]: Authentication successful. 
Now updating user information and attempting login. 
(/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:486)
[3298] [Tue Oct  7 15:40:08 2014] [debug]: UserExists params:
username: wclarke , service: My_LDAP 
(/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:437)
[3298] [Tue Oct  7 15:40:08 2014] [debug]: LDAP Search === Base: 
dc=simons-rock,dc=edu == Filter: (&(objectClass=*)(uid=wclarke)) == 
Attrs: mail,uid 
(/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:467)
[3298] [Tue Oct  7 15:40:08 2014] [debug]: UserExists params:
username: wclarke , service: My_LDAP 
(/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:437)
[3298] [Tue Oct  7 15:40:08 2014] [debug]: LDAP Search === Base: 
dc=simons-rock,dc=edu == Filter: (&(objectClass=*)(uid=wclarke)) == 
Attrs: mail,uid 
(/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:467)
[3298] [Tue Oct  7 15:40:08 2014] [warning]: Use of uninitialized value 
$d_filter in string eq at 
/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm 
line 523. 
(/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:523)
[3298] [Tue Oct  7 15:40:08 2014] [debug]: No d_filter specified for 
this LDAP service ( My_LDAP ), so considering all users enabled 
(/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:527)
[3298] [Tue Oct  7 15:40:08 2014] [debug]: 
RT::Authen::ExternalAuth::CanonicalizeUserInfo called by 
RT::Authen::ExternalAuth 
/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm 
860 with: Name: wclarke 
(/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:757)
[3298] [Tue Oct  7 15:40:08 2014] [debug]: Attempting to get user info 
using this external service: My_LDAP 
(/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:765)
[3298] [Tue Oct  7 15:40:08 2014] [debug]: Attempting to use this 
canonicalization key: Name 
(/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:779)
[3298] [Tue Oct  7 15:40:08 2014] [debug]: LDAP Search === Base: 
dc=simons-rock,dc=edu == Filter: (&(objectClass=*)(uid=wclarke)) == 
Attrs: mail,uid 
(/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:355)
[3298] [Tue Oct  7 15:40:08 2014] [info]: 
RT::Authen::ExternalAuth::CanonicalizeUserInfo returning EmailAddress: 
wclarke at simons-rock.edu, Name: wclarke, RealName: 
(/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:843)
[3298] [Tue Oct  7 15:40:08 2014] [debug]: UPDATED user ( wclarke ) from 
External Service 
(/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:614)
[3298] [Tue Oct  7 15:40:08 2014] [info]: Successful login for wclarke 
from 10.30.2.210 
(/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:526)
[3298] [Tue Oct  7 15:40:08 2014] [debug]: Autohandler called 
ExternalAuth. Response: (1, Successful login) 
(/opt/rt4/local/plugins/RT-Authen-ExternalAuth/html/Elements/DoAuth:16)


William Clarke
ITS System Administrator
Bard College at Simon's Rock
84 Alford Road
Great Barrington, MA  01230
(413) 528-7428 (voice)
(413) 528-7405 (fax)
wclarke at simons-rock.edu

On 10/7/2014 10:46 AM, Kevin Falcone wrote:
> On Mon, Oct 06, 2014 at 02:34:40PM -0400, William Clarke wrote:
>> RT 4.2.7 and RT-Authen-ExternalAuth-0.23
> 0.23 or 0.23_01 the dev release?
>
> Your log points to line 491
>
>> [29370] [Mon Oct  6 18:20:02 2014] [error]: Couldn't create user wclarke: Could
>> not set user info (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/
>> ExternalAuth.pm:491)
> But line 491 of 0.23 is blank
>
> https://github.com/bestpractical/rt-authen-externalauth/blob/5a3a85c36f2e0abc43a0b0483b6e01e4d390ec54/lib/RT/Authen/ExternalAuth.pm#L491
>
> Line 491 of 0.23_01 has an error message there
>
> https://github.com/bestpractical/rt-authen-externalauth/blob/master/lib/RT/Authen/ExternalAuth.pm#L491
>
> So, let's nail down what you're actually running, since you may just
> have tripped a bug in 0.23_01 if that's what you have installed.
>
>
> BTW - is there a reason you've only configured Auth and not Info?
> That's probably making it very hard for RT to create the user, since
> it can't go fetch any info.
>
> -kevin
>
>

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From karres at illinois.edu  Tue Oct  7 12:20:26 2014
From: karres at illinois.edu (Karres, Dean)
Date: Tue, 7 Oct 2014 16:20:26 +0000
Subject: [rt-users] newbie queue managemnet question: bulk actions
Message-ID: <E85678EA7215EC4B8D1C12A9ACC428437C5C4369@chimbx2.ad.uillinois.edu>

Hi,

I am still demo-ing RT as a replacement for our aging home-built ticketing system.  I currently have RT setup in parallel with our current system.  All in-bound messages are copied.  One goes to the active system and the copy goes to our RT test.  In order to not confuse our user base I have disabled the notification scripts that would auto-send messages back to the requestors.

In the last several days we have had a crush of items on a particular subject.  So many new tickets have been created that 1) I have created a new RT Queue for that topic; but, 2) the rush to move and address the tickets has not been able to keep up with the load.

I'm not sure what the best practice is here.  What I want to do is a bulk move of all "new" tickets in our general queue who's subject matches a pattern to another queue.  Is that something best handled as a special perl script?

Is that ability inside the TicketSQL language... but I'm not seeing it?  Something like an UPDATE operator that lets me change the queue name of tickets that match some other search criteria?

Dean karres
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From falcone at bestpractical.com  Tue Oct  7 12:21:50 2014
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 7 Oct 2014 12:21:50 -0400
Subject: [rt-users] Help - RT4.2.7 Authen::ExternalAuth via,	OpenLDAP
In-Reply-To: <54340AF1.8030409@simons-rock.edu>
References: <20141006155142.GJ2951@jibsheet.com>
	<5432E0C0.2000701@simons-rock.edu>
	<12746_1412693198_5433FCCD_12746_1587_1_20141007144602.GD2788@jibsheet.com>
	<54340AF1.8030409@simons-rock.edu>
Message-ID: <20141007162150.GF2788@jibsheet.com>

On Tue, Oct 07, 2014 at 11:46:57AM -0400, William Clarke wrote:
> Ouch, I apologize I missed that. I was initially using .23 release but then
> later installed the latest dev .23_01 in hopes all my problems would vanish.
> Well just reinstalled .23 just now and the logs I'm seeing might be a little
> more interesting to us all. Oh and it really helps when I add the following as
> you suggested, I didn't leave that out intentionally....
> 
> Set( $ExternalInfoPriority, ["My_LDAP"] );
> 
> External Auth is working like a charm now.... so THANK YOU KEVIN!!!!!

If you have cycles, would you confirm that 0.23_01 works too now that you've
added in the InfoPriority line?

It'll help us be more confident eventually releasing that as 0.24.

Thanks

-kevin
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From falcone at bestpractical.com  Tue Oct  7 12:25:55 2014
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 7 Oct 2014 12:25:55 -0400
Subject: [rt-users] newbie queue managemnet question: bulk actions
In-Reply-To: <E85678EA7215EC4B8D1C12A9ACC428437C5C4369@chimbx2.ad.uillinois.edu>
References: <E85678EA7215EC4B8D1C12A9ACC428437C5C4369@chimbx2.ad.uillinois.edu>
Message-ID: <20141007162555.GG2788@jibsheet.com>

On Tue, Oct 07, 2014 at 04:20:26PM +0000, Karres, Dean wrote:
> I?m not sure what the best practice is here.  What I want to do is a bulk move
> of all ?new? tickets in our general queue who?s subject matches a pattern to
> another queue.  Is that something best handled as a special perl script?

Build a search for Status = 'new' and Subject = 'something' and then
click on the Bulk Update link on the search results page.

There's an option to change queues there.

If you need to do this in an automated fashion, there are other
options.

-kevin
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From ktm at rice.edu  Tue Oct  7 12:26:32 2014
From: ktm at rice.edu (ktm at rice.edu)
Date: Tue, 7 Oct 2014 11:26:32 -0500
Subject: [rt-users] newbie queue managemnet question: bulk actions
In-Reply-To: <E85678EA7215EC4B8D1C12A9ACC428437C5C4369@chimbx2.ad.uillinois.edu>
References: <E85678EA7215EC4B8D1C12A9ACC428437C5C4369@chimbx2.ad.uillinois.edu>
Message-ID: <20141007162632.GB11672@aart.rice.edu>

On Tue, Oct 07, 2014 at 04:20:26PM +0000, Karres, Dean wrote:
> Hi,
> 
> I am still demo-ing RT as a replacement for our aging home-built ticketing system.  I currently have RT setup in parallel with our current system.  All in-bound messages are copied.  One goes to the active system and the copy goes to our RT test.  In order to not confuse our user base I have disabled the notification scripts that would auto-send messages back to the requestors.
> 
> In the last several days we have had a crush of items on a particular subject.  So many new tickets have been created that 1) I have created a new RT Queue for that topic; but, 2) the rush to move and address the tickets has not been able to keep up with the load.
> 
> I'm not sure what the best practice is here.  What I want to do is a bulk move of all "new" tickets in our general queue who's subject matches a pattern to another queue.  Is that something best handled as a special perl script?
> 
> Is that ability inside the TicketSQL language... but I'm not seeing it?  Something like an UPDATE operator that lets me change the queue name of tickets that match some other search criteria?
> 
> Dean karres


Hi Dean,

Do the search to pull up the correct ticket list and then use the Bulk Update
to change their queue.

Regards,
Ken


From karres at illinois.edu  Tue Oct  7 12:34:43 2014
From: karres at illinois.edu (Karres, Dean)
Date: Tue, 7 Oct 2014 16:34:43 +0000
Subject: [rt-users] newbie queue managemnet question: bulk actions
In-Reply-To: <20141007162555.GG2788@jibsheet.com>
References: <E85678EA7215EC4B8D1C12A9ACC428437C5C4369@chimbx2.ad.uillinois.edu>
	<20141007162555.GG2788@jibsheet.com>
Message-ID: <E85678EA7215EC4B8D1C12A9ACC428437C5C4394@chimbx2.ad.uillinois.edu>

Doh!  Bad me.  I actually did this search and even clicked the Bulk Update link but didn't realize that the bulk options then appeared below the search results.  I thought the bulk ops were a no-op for me :)

Thanks, this worked like a charm



-----Original Message-----
From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone
Sent: Tuesday, October 07, 2014 11:26 AM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] newbie queue managemnet question: bulk actions

On Tue, Oct 07, 2014 at 04:20:26PM +0000, Karres, Dean wrote:
> I?m not sure what the best practice is here.  What I want to do is a 
> bulk move of all ?new? tickets in our general queue who?s subject 
> matches a pattern to another queue.  Is that something best handled as a special perl script?

Build a search for Status = 'new' and Subject = 'something' and then click on the Bulk Update link on the search results page.

There's an option to change queues there.

If you need to do this in an automated fashion, there are other options.

-kevin

From bbaker at copesan.com  Tue Oct  7 12:35:25 2014
From: bbaker at copesan.com (Bryon Baker)
Date: Tue, 7 Oct 2014 16:35:25 +0000
Subject: [rt-users] newbie queue managemnet question: bulk actions
In-Reply-To: <20141007162632.GB11672@aart.rice.edu>
References: <E85678EA7215EC4B8D1C12A9ACC428437C5C4369@chimbx2.ad.uillinois.edu>
	<20141007162632.GB11672@aart.rice.edu>
Message-ID: <090761c9078744c49e58b1a964688ea8@BLUPR05MB788.namprd05.prod.outlook.com>

You can also use the RT-crontool
/opt/rt4/bin/rt-crontool  --search RT::Search::FromSQL --search-arg "Put your search Query here" --action RT::Action::ChangeQueue --action-arg "Queue to change to"  --transaction last  --Verbos

Runs very fast and can handle all the tickets versus paging through however many tickets you have.

The search query can be built in the web interface when you are the the search tool select advance and then you can copy the query to be used for the RT-Crontool.

I use this method to move thousands of tickets when needed.

Good luck
Bryon Baker
Network Operations Manager
Copesan - Specialists in Pest Solutions
800-267-3726? .? 262-783-6261 ext. 2296
bbaker at copesan.com
www.copesan.com
"Servicing North America with Local Care"

-----Original Message-----
From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of ktm at rice.edu
Sent: Tuesday, October 07, 2014 11:27 AM
To: Karres, Dean
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] newbie queue managemnet question: bulk actions

On Tue, Oct 07, 2014 at 04:20:26PM +0000, Karres, Dean wrote:
> Hi,
> 
> I am still demo-ing RT as a replacement for our aging home-built ticketing system.  I currently have RT setup in parallel with our current system.  All in-bound messages are copied.  One goes to the active system and the copy goes to our RT test.  In order to not confuse our user base I have disabled the notification scripts that would auto-send messages back to the requestors.
> 
> In the last several days we have had a crush of items on a particular subject.  So many new tickets have been created that 1) I have created a new RT Queue for that topic; but, 2) the rush to move and address the tickets has not been able to keep up with the load.
> 
> I'm not sure what the best practice is here.  What I want to do is a bulk move of all "new" tickets in our general queue who's subject matches a pattern to another queue.  Is that something best handled as a special perl script?
> 
> Is that ability inside the TicketSQL language... but I'm not seeing it?  Something like an UPDATE operator that lets me change the queue name of tickets that match some other search criteria?
> 
> Dean karres


Hi Dean,

Do the search to pull up the correct ticket list and then use the Bulk Update to change their queue.

Regards,
Ken
--
RT Training November 4 & 5 Los Angeles
http://bestpractical.com/training


From wclarke at simons-rock.edu  Tue Oct  7 12:39:19 2014
From: wclarke at simons-rock.edu (William Clarke)
Date: Tue, 07 Oct 2014 12:39:19 -0400
Subject: [rt-users] Help - RT4.2.7 Authen::ExternalAuth via,	OpenLDAP
In-Reply-To: <3955_1412698945_54341340_3955_167_1_20141007162150.GF2788@jibsheet.com>
References: <20141006155142.GJ2951@jibsheet.com>	<5432E0C0.2000701@simons-rock.edu>	<12746_1412693198_5433FCCD_12746_1587_1_20141007144602.GD2788@jibsheet.com>	<54340AF1.8030409@simons-rock.edu>
	<3955_1412698945_54341340_3955_167_1_20141007162150.GF2788@jibsheet.com>
Message-ID: <54341737.202@simons-rock.edu>

Kevin,

I just reinstalled .23_01 - Double-checked that it was infact 
ExternalAuth.pm .23_01 and yes, it is still working. Here are logs from 
a successful login and thanks again:

[3696] [Tue Oct  7 16:33:47 2014] [debug]: Attempting to use external 
auth service: My_LDAP 
(/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:424)
[3696] [Tue Oct  7 16:33:47 2014] [debug]: Calling UserExists with 
$username (wclarke) and $service (My_LDAP) 
(/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:465)
[3696] [Tue Oct  7 16:33:47 2014] [debug]: UserExists params:
username: wclarke , service: My_LDAP 
(/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:439)
[3696] [Tue Oct  7 16:33:47 2014] [debug]: LDAP Search === Base: 
dc=simons-rock,dc=edu == Filter: (&(objectClass=*)(uid=wclarke)) == 
Attrs: uid,mail 
(/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:469)
[3696] [Tue Oct  7 16:33:47 2014] [debug]: Password validation required 
for service - Executing... 
(/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:517)
[3696] [Tue Oct  7 16:33:47 2014] [debug]: Trying external auth service: 
My_LDAP 
(/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:153)
[3696] [Tue Oct  7 16:33:47 2014] [debug]: LDAP Search === Base: 
dc=simons-rock,dc=edu == Filter: (&(uid=wclarke)(objectClass=*)) == 
Attrs: dn 
(/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:186)
[3696] [Tue Oct  7 16:33:47 2014] [debug]: Found LDAP DN: 
uid=wclarke,ou=People,dc=simons-rock,dc=edu 
(/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:220)
[3696] [Tue Oct  7 16:33:47 2014] [info]: 
RT::Authen::ExternalAuth::LDAP::GetAuth External Auth OK ( My_LDAP ): 
wclarke 
(/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:301)
[3696] [Tue Oct  7 16:33:47 2014] [debug]: LDAP password validation 
result: 1 
(/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:696)
[3696] [Tue Oct  7 16:33:47 2014] [debug]: Password Validation Check 
Result:  1 
(/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:521)
[3696] [Tue Oct  7 16:33:47 2014] [debug]: Authentication successful. 
Now updating user information and attempting login. 
(/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:541)
[3696] [Tue Oct  7 16:33:47 2014] [debug]: UserExists params:
username: wclarke , service: My_LDAP 
(/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:439)
[3696] [Tue Oct  7 16:33:47 2014] [debug]: LDAP Search === Base: 
dc=simons-rock,dc=edu == Filter: (&(objectClass=*)(uid=wclarke)) == 
Attrs: uid,mail 
(/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:469)
[3696] [Tue Oct  7 16:33:47 2014] [debug]: UserExists params:
username: wclarke , service: My_LDAP 
(/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:439)
[3696] [Tue Oct  7 16:33:47 2014] [debug]: LDAP Search === Base: 
dc=simons-rock,dc=edu == Filter: (&(objectClass=*)(uid=wclarke)) == 
Attrs: uid,mail 
(/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:469)
[3696] [Tue Oct  7 16:33:47 2014] [debug]: No d_filter specified for 
this LDAP service ( My_LDAP ), so considering all users enabled 
(/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:529)
[3696] [Tue Oct  7 16:33:47 2014] [debug]: 
RT::Authen::ExternalAuth::CanonicalizeUserInfo called by 
RT::Authen::ExternalAuth 
/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm 
885 with: Name: wclarke 
(/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:792)
[3696] [Tue Oct  7 16:33:47 2014] [debug]: Attempting to get user info 
using this external service: My_LDAP 
(/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:800)
[3696] [Tue Oct  7 16:33:47 2014] [debug]: Attempting to use this 
canonicalization key: Name 
(/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:809)
[3696] [Tue Oct  7 16:33:47 2014] [debug]: LDAP Search === Base: 
dc=simons-rock,dc=edu == Filter: (&(objectClass=*)(uid=wclarke)) == 
Attrs: uid,mail 
(/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:357)
[3696] [Tue Oct  7 16:33:47 2014] [info]: 
RT::Authen::ExternalAuth::CanonicalizeUserInfo returning EmailAddress: 
wclarke at simons-rock.edu, Name: wclarke, RealName: 
(/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:868)
[3696] [Tue Oct  7 16:33:47 2014] [debug]: UPDATED user ( wclarke ) from 
External Service 
(/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:669)
[3696] [Tue Oct  7 16:33:47 2014] [info]: Successful login for wclarke 
from 10.30.2.210 
(/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:581)
[3696] [Tue Oct  7 16:33:47 2014] [debug]: Autohandler called 
ExternalAuth. Response: (1, Successful login) 
(/opt/rt4/local/plugins/RT-Authen-ExternalAuth/html/Elements/DoAuth:16)

William Clarke
ITS System Administrator
Bard College at Simon's Rock
84 Alford Road
Great Barrington, MA  01230
(413) 528-7428 (voice)
(413) 528-7405 (fax)
wclarke at simons-rock.edu

On 10/7/2014 12:21 PM, Kevin Falcone wrote:
> On Tue, Oct 07, 2014 at 11:46:57AM -0400, William Clarke wrote:
>> Ouch, I apologize I missed that. I was initially using .23 release but then
>> later installed the latest dev .23_01 in hopes all my problems would vanish.
>> Well just reinstalled .23 just now and the logs I'm seeing might be a little
>> more interesting to us all. Oh and it really helps when I add the following as
>> you suggested, I didn't leave that out intentionally....
>>
>> Set( $ExternalInfoPriority, ["My_LDAP"] );
>>
>> External Auth is working like a charm now.... so THANK YOU KEVIN!!!!!
> If you have cycles, would you confirm that 0.23_01 works too now that you've
> added in the InfoPriority line?
>
> It'll help us be more confident eventually releasing that as 0.24.
>
> Thanks
>
> -kevin
>
>

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From jarevalo at version3.co  Tue Oct  7 12:53:08 2014
From: jarevalo at version3.co (Julio Cesar Arevalo Blanco)
Date: Tue, 7 Oct 2014 11:53:08 -0500 (COT)
Subject: [rt-users] Error connect LDAP on Zimbra 7.2
In-Reply-To: <1000415275.512166.1412700304299.JavaMail.root@version3.co>
Message-ID: <2015596620.512324.1412700788393.JavaMail.root@version3.co>

Thanks Kevin , check the items you suggested and now it works perfect. 
I would like to know how I can configure 2 LDAP servers for authentication ? or you may chain 'base' configuration file RT_SiteConfig . Include two databases ldap 

example 

ou = people , dc = example, dc = com 
ou = people , dc = example, dc = co 







Saludos... 

Cordialmente. 


	

Logo	Julio Cesar Ar?valo Blanco 
Ingeniero de Infraestructura / Ingenieria 
6221190 / 3124654611 ? jarevalo at version3.co 

Versi?n3.0 S.A.S 
Direccion: Carrera 12 N? 93-31 
Telefono: 6221190 
ecoNo me imprimas si no es necesario. Protejamos el medio ambiente 

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From jvindas at numar.net  Tue Oct  7 13:39:33 2014
From: jvindas at numar.net (Jonathan Vindas)
Date: Tue, 7 Oct 2014 11:39:33 -0600
Subject: [rt-users] RV: Trouble with External Authenticathion
Message-ID: <3218919D68EAA447ABBC3058304ED25A18F74413@SJ-EX-01.GRUPO.NUMAR.NET>

Good morning, 

I write this email because I installed Request Tracker 4.2.1 succesfully but I have a trouble with external authentication. 
I investigate about RT::Authen::ExternalAuth plugin homewever when I try to compile RT_SiteConfig.pm throws some errors. 
I think the reasons about my issues are my RT_SiteConfig. pm params not be correct. 

We are confused with parameters of RT::Authen::ExternalAuth.

If you can explain each param relationated with ExternalAuth or provide an example RT_SiteConfig.pm. 

Thanks

 

 

 

Jonathan Vindas Abarca

Grupo Agroindustrial Numar

Programador AX

Tel: 2284 - 1489 

 

 

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From wclarke at simons-rock.edu  Tue Oct  7 14:29:50 2014
From: wclarke at simons-rock.edu (William Clarke)
Date: Tue, 07 Oct 2014 14:29:50 -0400
Subject: [rt-users] RV: Trouble with External Authenticathion
In-Reply-To: <3955_1412704156_5434279C_3955_1164_1_3218919D68EAA447ABBC3058304ED25A18F74413@SJ-EX-01.GRUPO.NUMAR.NET>
References: <3955_1412704156_5434279C_3955_1164_1_3218919D68EAA447ABBC3058304ED25A18F74413@SJ-EX-01.GRUPO.NUMAR.NET>
Message-ID: <5434311E.30204@simons-rock.edu>

Jonathan,

Have you reviewed the README file? It provides some examples for 
configuring RT_SiteConfig.pm. I just recently got my External Auth up 
and running this morning with some assistance from this group so I'm 
trying to pay it forward: ). Maybe this will help: 
http://search.cpan.org/dist/RT-Authen-ExternalAuth/ but if not I imagine 
sending  rt-users at lists.bestpractical.com your External Auth settings 
from RT_SiteConfig.pm along with error logs set to DEBUG would be quite 
useful.

Thanks,

William Clarke
ITS System Administrator
Bard College at Simon's Rock

On 10/7/2014 1:39 PM, Jonathan Vindas wrote:
>
> Good morning,
>
> I write this email because I installed Request Tracker 4.2.1 
> succesfully but I have a trouble with external authentication.
> I investigate about RT::Authen::ExternalAuth plugin homewever when I 
> try to compile RT_SiteConfig.pm throws some errors.
> I think the reasons about my issues are my RT_SiteConfig. pm params 
> not be correct.
>
> We are confused with parameters of RT::Authen::ExternalAuth.
>
> If you can explain each param relationated with ExternalAuth or 
> provide an example RT_SiteConfig.pm.
>
> Thanks
>
> Descripci?n: firmaCorreoGANSA
>
> Jonathan Vindas Abarca
>
> Grupo Agroindustrial Numar
>
> Programador AX
>
> Tel: 2284 - 1489
>
>
>

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From jarevalo at version3.co  Tue Oct  7 17:09:29 2014
From: jarevalo at version3.co (Julio Cesar Arevalo Blanco)
Date: Tue, 7 Oct 2014 16:09:29 -0500 (COT)
Subject: [rt-users] connect Multiple Servers LDAP
In-Reply-To: <2015596620.512324.1412700788393.JavaMail.root@version3.co>
Message-ID: <1995141868.524475.1412716169223.JavaMail.root@version3.co>




Thanks Kevin , check the items you suggested and now it works perfect. 
I would like to know how I can configure 2 LDAP servers for authentication ? or you may chain 'base' configuration file RT_SiteConfig . Include two databases ldap 

example 

'base' ==> 'ou = people , dc = example, dc = com , ou = people , dc = example, dc = co ' 



Saludos... 

Cordialmente. 


	

Logo	Julio Cesar Ar?valo Blanco 
Ingeniero de Infraestructura / Ingenieria 
6221190 / 3124654611 ? jarevalo at version3.co 

Versi?n3.0 S.A.S 
Direccion: Carrera 12 N? 93-31 
Telefono: 6221190 
ecoNo me imprimas si no es necesario. Protejamos el medio ambiente 


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From cloos at netcologne.de  Wed Oct  8 02:39:02 2014
From: cloos at netcologne.de (Christian Loos)
Date: Wed, 08 Oct 2014 08:39:02 +0200
Subject: [rt-users] PriorityAsString : Priority and FinalPriority show
	"unknown"
In-Reply-To: <312245819.207011271.1412268594694.JavaMail.root@zimbra61-e11.priv.proxad.net>
References: <1957087423.206532121.1412258927784.JavaMail.root@zimbra61-e11.priv.proxad.net>
	<312245819.207011271.1412268594694.JavaMail.root@zimbra61-e11.priv.proxad.net>
Message-ID: <5434DC06.1040009@netcologne.de>

Hi Elisabeth,

if you don't set a InitialPriority on the queue page, the priority of a
new created ticket is 0. As you didn't defined a mapping for 0 in
PriorityAsString config you get the 'unknown' priority.

Just add 'Aucun => 0' to your PriorityAsString config and everything
should be fine.

Chris

Am 02.10.2014 um 18:49 schrieb elifree at free.fr:
> Hello,
> 
> I use the extension PriorityAsString on a new RT 4.2.6 (still under
> testing).
> 
> The settings in RT_SiteConfig :
> 
> Set(%PriorityAsString, (Standard => 50, Moyenne => 80, Haute => 100));
> Set(@PriorityAsStringOrder, qw(Standard Moyenne Haute));
> 
> Test 1/ When I create a new ticket, the ticket display page shows :
>   Priorit?: Standard/Standard
> 
> This is OK. Fine.
> 
> Test 2/ When I create a new ticket by sending a mail to a queue, the
> ticket display page shows :
>   Priorit?: unknown/unknown
> 
> Then, when I click to modify the ticket, both fields are already set to
> Standard; and when I save, I get confirmation both fields have been
> changed from unknown to 50.
> 
> Why these fields show 'unknown' when ticket is created by mail ?
> By the way, it's the same for InitialPriority, but it is not displayed
> in the ticket.
> 
> Thanks a lot for your help,
> Regards,
> Elisabeth
> 
> 



From elifree at free.fr  Wed Oct  8 05:00:13 2014
From: elifree at free.fr (elifree at free.fr)
Date: Wed, 8 Oct 2014 11:00:13 +0200 (CEST)
Subject: [rt-users] PriorityAsString : Priority and FinalPriority show
	"unknown"
In-Reply-To: <5434DC06.1040009@netcologne.de>
Message-ID: <40842174.227427634.1412758813210.JavaMail.root@zimbra61-e11.priv.proxad.net>

Thanks Chris for your reply, it works fine now !
Elisabeth 

----- Mail original -----
| De: "Christian Loos" <cloos at netcologne.de>
| ?: elifree at free.fr, rt-users at lists.bestpractical.com
| Envoy?: Mercredi 8 Octobre 2014 08:39:02
| Objet: Re: PriorityAsString : Priority and FinalPriority show "unknown"
| 
| Hi Elisabeth,
| 
| if you don't set a InitialPriority on the queue page, the priority of
| a
| new created ticket is 0. As you didn't defined a mapping for 0 in
| PriorityAsString config you get the 'unknown' priority.
| 
| Just add 'Aucun => 0' to your PriorityAsString config and everything
| should be fine.
| 
| Chris


From aswift at peartreesoftware.co.uk  Wed Oct  8 05:45:24 2014
From: aswift at peartreesoftware.co.uk (Anthony Swift)
Date: Wed, 8 Oct 2014 09:45:24 +0000
Subject: [rt-users] Potential bug in 3.8.8?
Message-ID: <acbf7be55e13469cb6fda5e7379341fe@AM3PR02MB310.eurprd02.prod.outlook.com>

Hi,

I'm working with a new customer who uses RT 3.8.8 and I am trying to integrate with dynamics CRM as part of a sales process. I have a solution now where I can create a ticket using the REST API. This  returns me an ID which I wish to add some links to. No matter what ticket is I supply to the link post, the ticket is linked to ticket id 1.

For example, this is the HTTP request I am sending to set the parent ticket:

POST http://xxx/REST/1.0/ticket/105440/links<http://xxx:80/REST/1.0/ticket/105440/links?ce_b4=cnQtdXNlcnNAYmVzdHByYWN0aWNhbC5jb20%3d&cas_b4=YXN3aWZ0QHBlYXJ0cmVlc29mdHdhcmUuY28udWs%3d&utm_medium=Email&utm_source=Outlook> HTTP/1.1
Content-Type: application/x-www-form-urlencoded
Host: rt.vaioni.net
Content-Length: 66
Expect: 100-continue

user=xxx&pass=xxx&content=MemberOf%3a+105349%0d%0a


And the response back from RT is:

35
RT/3.8.8 200 Ok

# Links for ticket 105440 updated.


0


Unfortunately as you can see in the image below, this ticket is not linked to ticket 1.

[cid:image001.png at 01CFE2E4.F49EC360]

Has anyone come across this issue before? And I greatly appreciate any help you can offer.

Regards,
Ant

Anthony Swift
Director

Peartree Software Ltd
15a High Street
Newton-le-Willows
Merseyside
WA12 9SP

T: 0770 88 99 55
E: aswift at peartreesoftware.co.uk<mailto:aswift at peartreesoftware.co.uk:25?ce_b4=cnQtdXNlcnNAYmVzdHByYWN0aWNhbC5jb20%3d&cas_b4=YXN3aWZ0QHBlYXJ0cmVlc29mdHdhcmUuY28udWs%3d&utm_medium=Email&utm_source=Outlook>
W: <http://www.peartreesoftware.co.uk:80/?ce_b4=cnQtdXNlcnNAYmVzdHByYWN0aWNhbC5jb20%3d&cas_b4=YXN3aWZ0QHBlYXJ0cmVlc29mdHdhcmUuY28udWs%3d&utm_medium=Email&utm_source=Outlook> http://www.peartreesoftware.co.uk/<http://www.peartreesoftware.co.uk:80/?ce_b4=cnQtdXNlcnNAYmVzdHByYWN0aWNhbC5jb20%3d&cas_b4=YXN3aWZ0QHBlYXJ0cmVlc29mdHdhcmUuY28udWs%3d&utm_medium=Email&utm_source=Outlook>
Skype: peartreesoftware

Registered in England: 175338558

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From scott.dalzell at aveva.com  Wed Oct  8 10:30:49 2014
From: scott.dalzell at aveva.com (scott.dalzell)
Date: Wed, 8 Oct 2014 07:30:49 -0700 (MST)
Subject: [rt-users] Display number of tickets to each queue in last 12 months
Message-ID: <1412778649656-58768.post@n7.nabble.com>

What is the best way to display the number of tickets each queue has received
over the past 12months?
i would like to add it to the homepage so we and easily monitor which queues
are reciving a lot of tickets

thank you

Scott



--
View this message in context: http://requesttracker.8502.n7.nabble.com/Display-number-of-tickets-to-each-queue-in-last-12-months-tp58768.html
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From allnyguy at gmail.com  Wed Oct  8 10:57:03 2014
From: allnyguy at gmail.com (allnyguy)
Date: Wed, 8 Oct 2014 10:57:03 -0400
Subject: [rt-users] RT 4.2.8 and Internet Explorer problems
Message-ID: <CAH8Qf71ZoM8LcQWPTC60KaRf4Wz2Aw+_7C-ztArtQeS=0+b39Q@mail.gmail.com>

My company is investigating the latest version of RT as a possible option
to replace our outdated and out of support issue/request tracking
software.  I was tasked with installing and testing RT and over the past
week, have installed/configured and tested the product extensively. The
issue i am having is weird and i have spent days on end searching the
internet for possible solutions and i have finally run into the proverbial
wall.

We are running RT 4.2.8 on a linux, RHEL 6.5 VMware server. I have httpd
2.2.15-31 installed with Perl v 5.10.1, mod_perl 2.0.4-11, mysql 5.1.73-3
and mod_fastcgi 2.4.6-2. Following the directions from
http://www.bestpractical.com/docs/rt/4.2/README.html, i have installed and
configured RT locally, having added modules RT-Extension-LDAPImport-0.36,
RT-Authen-ExternalAuth-0.23, RT-Extension-Assets-1.0.1, the first 2 to
allow integration into our internal AD structure. I originally installed
and ran by using the ./rt-server command located in /opt/rt4/sbin... i was
able to load up RT, configure and use with no issues on Firefox/Chrome.
When i tried on IE, i would receive the initial RT login screen and upon
putting in a username/password, it would come right back to the main RT
login screen.

I have since changed the way it runs on the server, testing via httpd
mod_perl and mod_fastcgi. Both options again render the program fine on all
browsers and on Firefox/Chrome, it allows the user to login and work within
the software, but again, IE does the same thing. I have tried on IE8,9 and
10, all doing the same exact thing.

I have searched tirelessly for a solution to this and most of the time i
come across the suggestion to make sure that :

<!DOCTYPE html>



<html lang="en">

  <head>

    <title>Login</title>

    <meta http-equiv="X-UA-Compatible" content="IE=edge" />

    <!-- The X-UA-Compatible <meta> tag above must be very early in <head>
-->


Is present in the code, which it is already within RT. i have tried
.htaccess files with similar lines of code in it to no avail. i have tried
to run IE with no add-ons, still the same result. I have used the developer
console in IE and found the only message to be HTML1113: Document mode
restart from Quirks to IE9 Standards. When looking in the RT logs,
comparing a login from Chrome to that of IE, they look exactly the same,
even to the point of saying that the user was successfully logged in, but
with IE, it bounces back to the authentication part of the log, where
Chrome moves on to the actual program.


I have had senior engineers look at this at our location as well as a
couple programmer/developers we have on staff and all are baffled on what
is causing this.


I am hoping that someone out there might have a solution/suggestion for
this problem. Maybe a configuration change that needs to be done on the
apache side?? I am not sure.


Oh, I am not running our URL as https either... i had seen a couple
instances of that on the internet as well.


Any suggestions/help would be appreciated


Thanks

Chris Broadbent
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From bparish at cognex.com  Wed Oct  8 11:15:03 2014
From: bparish at cognex.com (Parish, Brent)
Date: Wed, 8 Oct 2014 11:15:03 -0400
Subject: [rt-users] How to correctly dump metadata other RT environment?
In-Reply-To: <OFF893D0B2.C21EFE5B-ONC1257D6A.003F488E-C1257D6A.00409E06@intier.com>
References: <OFF893D0B2.C21EFE5B-ONC1257D6A.003F488E-C1257D6A.00409E06@intier.com>
Message-ID: <6265B2EB12D194469B958F2E703D81831FC1339893@viper.pc.cognex.com>

Hi Markus

I was very interested to see answers on this because I have the same issue.

For me, there are two parts:

1)      Take everything from production except Tickets and Transactions

2)      Restore anything in Dev/Test that has not made it to production yet (test queues, group rights, etc) so we don't have to re-create it all through the browser

I wrote a quick script (steps outlined below), but it feels very kludge-y so I'm sure there is a better way!

Bear in mind that I am taking this list from a script, so you'll obviously have to adjust the commands and I've likely mis-typed the syntax of a few.

*         Run MySQL dump files of production:
mysqldump -uroot -pPASSWORD -hPRODUCTION_HOST rt4 --ignore-table=rt4.Tickets --ignore-table=rt4.AttachmentsIndex --ignore-table rt4.sessions > production.sql
mysqldump -uroot -pPASSWORD -hPRODUCTION_HOST --no-data rt4 Tickets >> production.sql
mysqldump -uroot -pPASSWORD -hPRODUCTION_HOST --no-data rt4 sessions >> production.sql

*         Drop Test rt4 database

*         Create Test rt4 database

*         Import the production dump

mysql -uroot -pPASSWORD -Drt4 < production.sql

*         Run a select on the Queues table to get all the CorrespondAddress values from the database.  Alter these addresses for Test (here we use the same addresses, with "test" appended) and run an Update loop to change them.

*         Remove the old RT logs, Apache logs, and sphinx indexes

*         Run the RT Validator to clean out anything related to the (now missing) Tickets:

/opt/rt4/sbin/rt-validator -c --resolve --force

*         Add the Sphinx table back in

/opt/rt4/sbin/rt-setup-fulltext-index --dba root --dba-password PASSWORD --maxmatches=10000 --url='sphinx://127.0.0.1:3312/rt' --table='AttachmentsIndex'

*         Re-run the LDAP user import to get any updates to users/groups

/opt/rt4/local/plugins/RT-Extension-LDAPImport/bin/rtldapimport --import --debug > /opt/rt4/var/log/rt_ldapimport.log 2>&1

*         We change the title bar to red in Test so we can see at a glance which environment we are in while using the browser interface.  The lines are too long to post here unless someone is very interested.  In short, we check for existing theme mods to not overwrite something else, then create a small initialdata file with just the new @Attributes entry, then import that with the rt-setup-database command

*         I keep a separate directory of initialdata files (containing all customizations made to Test but not yet in production) and import those too.

This works, but after a new import I often have to stop apache, start the built-in server to log in once, then restart apache.


-          Brent



From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Markus.Wildbolz at eu.magna.com
Sent: Tuesday, October 07, 2014 7:46 AM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] How to correctly dump metadata other RT environment?

Hi guys!

I'm trying to move all customizations I did in our productive environment to our test environment (on a clean, fresh installation).
I do not want to transfer the complete database because I dont need the tickets (and all the other stuff like transactions, etc.). So I thought the right way is to use the rt-dump-metadata program.
If I try to import the metadata-file through rt-setup-database into the test-environment I get errors and the configuration is not transferred successfully!



Could someone of you give me an explanation, what the definite steps for moving this metadata are?
My approach was the following:

Export:
rt4/sbin/rt-dump-metadata -a -s > metadata.xml

Import:
rt4-devel/sbin/rt-setup-database --action drop
rt4-devel/sbin/rt-setup-database --action create,schema
rt4-devel/sbin/rt-setup-database --action insert --datafile ../rt4/metadata.xml


Did I miss a step? I don't know if I have to do --action acl,coredata first or not. However, I get many different errors.

I'm using two completely separated instances of RT 4.2.7 with MySQL 5.5.38 on Debian 7

Would be fine, if someone has some input for me! I will try the recommended steps and get the definite error messages for you afterwards...



Greetings,

Markus Wildbolz
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From elacour at easter-eggs.com  Wed Oct  8 11:20:35 2014
From: elacour at easter-eggs.com (Emmanuel Lacour)
Date: Wed, 8 Oct 2014 17:20:35 +0200
Subject: [rt-users] Display number of tickets to each queue in last 12
 months
In-Reply-To: <1412778649656-58768.post@n7.nabble.com>
References: <1412778649656-58768.post@n7.nabble.com>
Message-ID: <20141008152035.GM9644@easter-eggs.com>

On Wed, Oct 08, 2014 at 07:30:49AM -0700, scott.dalzell wrote:
> What is the best way to display the number of tickets each queue has received
> over the past 12months?
> i would like to add it to the homepage so we and easily monitor which queues
> are reciving a lot of tickets
> 


Do a search with term:

Field: Created
Condition: after
Value: 1 year ago

then click on chart, generate a per queue ticket count, save this chart
as a SavedChart and use it on RT at a glance configuration page or a
dashboard.


-- 
Easter-eggs                              Sp?cialiste GNU/Linux
44-46 rue de l'Ouest  -  75014 Paris  -  France -  M?tro Gait?
Phone: +33 (0) 1 43 35 00 37    -   Fax: +33 (0) 1 43 35 00 76
mailto:elacour at easter-eggs.com  -   http://www.easter-eggs.com


From rcolen at experty.com  Wed Oct  8 11:55:34 2014
From: rcolen at experty.com (Rinke Colen)
Date: Wed, 8 Oct 2014 17:55:34 +0200
Subject: [rt-users] Date formatting
Message-ID: <CABj2uyqK61SRe0rmMur-TS-U0Ot7bZFTtWP9-N5Y3UsWB8tD4g@mail.gmail.com>

I want to mention the ticket creation date in an auto reply. I use the
following code snippet in my email template: {$Ticket->Created}. This
produces the string "2014-10-08 15:31:24" (UTC) but I want to show "October
8, 2014 at 5:31 PM" (CET) is one place and "8 oktober 2014 om 17:31" in
another place. (The word "oktober" in the second string is Dutch.) How can
I format the timestamps?

On a procedural note: I'm not sure if this question conforms to
requirements of this mailing list. I have searched the history of this list
since I joined for an answer, but don't know where to find the rest of the
history. Also I know very little about Perl. I'm slightly worried that my
question is too "dumb". But I have many more of these newbie questions. Can
I just ask them here? (I.e. if I don't find the answer in the mailing list
history, the documentation on bestpractical.com or on the the wiki.)

Rinke
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From jvdwege at xs4all.nl  Wed Oct  8 16:53:19 2014
From: jvdwege at xs4all.nl (Joop)
Date: Wed, 08 Oct 2014 22:53:19 +0200
Subject: [rt-users] Date formatting
In-Reply-To: <CABj2uyqK61SRe0rmMur-TS-U0Ot7bZFTtWP9-N5Y3UsWB8tD4g@mail.gmail.com>
References: <CABj2uyqK61SRe0rmMur-TS-U0Ot7bZFTtWP9-N5Y3UsWB8tD4g@mail.gmail.com>
Message-ID: <5435A43F.10705@xs4all.nl>

On 8-10-2014 17:55, Rinke Colen wrote:
> I want to mention the ticket creation date in an auto reply. I use the
> following code snippet in my email template: {$Ticket->Created}. This
> produces the string "2014-10-08 15:31:24" (UTC) but I want to show
> "October 8, 2014 at 5:31 PM" (CET) is one place and "8 oktober 2014 om
> 17:31" in another place. (The word "oktober" in the second string is
> Dutch.) How can I format the timestamps?
> 
Have look at the following 3 links:
http://bestpractical.com/docs/rt/4.2/RT/Date.html
http://www.gossamer-threads.com/lists/rt/users/52528
http://www.gossamer-threads.com/lists/rt/users/15445

> On a procedural note: I'm not sure if this question conforms to
> requirements of this mailing list. I have searched the history of this
> list since I joined for an answer, but don't know where to find the rest
> of the history. Also I know very little about Perl. I'm slightly worried
> that my question is too "dumb". But I have many more of these newbie
> questions. Can I just ask them here? (I.e. if I don't find the answer in
> the mailing list history, the documentation on bestpractical.com
> <http://bestpractical.com> or on the the wiki.)
> 
I'll help any Dutchmen anytime :-)

Regards,

Joop





From dgnapier at sfu.ca  Wed Oct  8 16:37:48 2014
From: dgnapier at sfu.ca (Duncan Napier)
Date: Wed, 8 Oct 2014 13:37:48 -0700 (PDT)
Subject: [rt-users] Best way to configure "non-technical Manager" in RT 4
 who needs to check RT (but not create) saved searches?
In-Reply-To: <mailman.5.1412784001.3762.rt-users@lists.bestpractical.com>
References: <mailman.5.1412784001.3762.rt-users@lists.bestpractical.com>
Message-ID: <373767961.28578481.1412800668835.JavaMail.zimbra@sfu.ca>

Hello,

I am running RT 4.0.8 on CentOS 6. We would like non-technical managers to be able to see current search results/reports for our organization from RT. We want to avoid the Manager from using/seeing the "RT at a Glance" page (resulting in head explosions) but still be able to see query/search through, for example, URL links (in an email or on a website) running as "http://my.company.com/Search/Results.html?Format= ...".  

All our non-technical users are unprivileged and interact through the /SelfService interface. We would like to keep the Manager unprivileged and have them use only the /SelfService interface. However, it appears (?) that only privileged users can run searches on the system. So ideally, we would like this user to have both a default /Selfserve interface as well as the permission to execute searches. 

Basically, I am wondering how I could create a user, or group of users who have

- SelfService access by default
- But can run search URLs "http://my.company.com/Search/Results.html?Format= ..."

In other words, forcing privileged users to have a SelfService home page, while still granting the privilege to run searches through hyperlinks or their browser URL Bar. Or is this better managed through Dashboards? 

I see older version of RT (v 3) that have extensions like

AutoRedirectToSelfService 
BasicVsAdvancedInterface

that seem to either force users to SelfServe or give them a choice but I'm not sure how well or if they will work on RT4.

Of course one simple solution is to bookmark their browsers with "http://my.company.com//SelfService" but something a little more fool-proof would be preferred. 

Thanks in advance. 

                                 Regards,

                                 Duncan.




From rcolen at experty.com  Wed Oct  8 17:12:15 2014
From: rcolen at experty.com (Rinke Colen)
Date: Wed, 8 Oct 2014 23:12:15 +0200
Subject: [rt-users] Send ticket to other queue from the actions menu
Message-ID: <CABj2uyoJQLC2WUfYnhwLa_f-4t4Z0zOd_EHLnzwyG0UvtYiiLg@mail.gmail.com>

I know how to define actions in RT_SiteConfig.pm like this:

actions => [
    '* -> closed' => {
        label  => 'Close',
        update => 'Respond',
    },


But I need something fancier now. I want to send my ticket to another queue
from the Actions menu. I want this action to be available only from some
statuses in the lifecycle. How can I do this? (I have already configured a
mapping under __maps__.)

Rinke
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From fleon at seguroscatatumbo.com  Wed Oct  8 18:57:24 2014
From: fleon at seguroscatatumbo.com (fleon)
Date: Wed, 8 Oct 2014 15:57:24 -0700 (MST)
Subject: [rt-users] RT 4.2.8 and Internet Explorer problems
In-Reply-To: <CAH8Qf71ZoM8LcQWPTC60KaRf4Wz2Aw+_7C-ztArtQeS=0+b39Q@mail.gmail.com>
References: <CAH8Qf71ZoM8LcQWPTC60KaRf4Wz2Aw+_7C-ztArtQeS=0+b39Q@mail.gmail.com>
Message-ID: <1412809044825-58776.post@n7.nabble.com>

I compiled RT from source on debian wheezy and i have also integrated it to
active directory and i have tested IE 11 on win 8.1 x64 against it and it
logs in just fine. I am using mod_fcgi and using https which seems to be the
difference between our setups.



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Sent from the Request Tracker - User mailing list archive at Nabble.com.


From Gaston at huot.me  Wed Oct  8 21:48:44 2014
From: Gaston at huot.me (Gaston Huot)
Date: Wed, 8 Oct 2014 21:48:44 -0400
Subject: [rt-users] Exporting "Time spent" transactions
Message-ID: <CADsifHQ__kgboeDv5g583x_8fouHG9k47EV1tPoxmurepox7Kw@mail.gmail.com>

Hello.

Is there a simple and easy way to *export *all (or some) "time spent"
transactions.

By "simple" I mean just using the basic RT functionality.

Thanks


Gaston
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From elacour at easter-eggs.com  Thu Oct  9 03:43:09 2014
From: elacour at easter-eggs.com (Emmanuel Lacour)
Date: Thu, 9 Oct 2014 09:43:09 +0200
Subject: [rt-users] Send ticket to other queue from the actions menu
In-Reply-To: <CABj2uyoJQLC2WUfYnhwLa_f-4t4Z0zOd_EHLnzwyG0UvtYiiLg@mail.gmail.com>
References: <CABj2uyoJQLC2WUfYnhwLa_f-4t4Z0zOd_EHLnzwyG0UvtYiiLg@mail.gmail.com>
Message-ID: <20141009074309.GA5043@easter-eggs.com>

On Wed, Oct 08, 2014 at 11:12:15PM +0200, Rinke Colen wrote:
>    I know how to define actions in RT_SiteConfig.pm like this:
> 
>      actions => [
>      ? ? '* -> closed' => {
>      ? ? ? ? label ?=> 'Close',
>      ? ? ? ? update => 'Respond',
>      ? ? },
> 
>    But I need something fancier now. I want to send my ticket to another
>    queue from the Actions menu. I want this action to be available only from
>    some statuses in the lifecycle. How can I do this? (I have already
>    configured a mapping under?__maps__.)
>    Rinke


You have to use a callback (a file named
local/html/Callbacks/YourOrg/Elements/Tabs/Privileged). Then inside you
have to write your logic to finally add the action to the menu, example:

<%init>
my $request_path = $HTML::Mason::Commands::r->path_info;


# Only on ticket pages
if ( $request_path =~ qr{^/Ticket/.*\.html} && $m->request_args->{'id'}
&&  $m->request_args->{'id'} =~ /^\d+$/ ) {
        
    my $Ticket = RT::Ticket->new( $session{'CurrentUser'} );
    $Ticket->Load( $m->request_args->{'id'} );

    # Only if status is FIXME
    if ( $Ticket->Status eq 'FIXME' ) {
        my $tabs = PageMenu;
        my $actions = $tabs->child( 'actions' );

        my $Queue = RT::Queue->new( $session{'CurrentUser'} );
        $Queue->Load('YourTargetQueue');

        # Add our custom action here
        $actions->child(
                    'sendtoqueueX' => title => loc('Send to queue X'), path =>
                    '/Ticket/Display.html?id='.$Ticket->Id.'&Queue='.$Queue->id
                     );
    }
}
</%init>

@BPS: would be nice to be able to specify an "url" in Lifecycle actions
with basic replacements (__id__, ...)


-- 
Easter-eggs                              Sp?cialiste GNU/Linux
44-46 rue de l'Ouest  -  75014 Paris  -  France -  M?tro Gait?
Phone: +33 (0) 1 43 35 00 37    -   Fax: +33 (0) 1 43 35 00 76
mailto:elacour at easter-eggs.com  -   http://www.easter-eggs.com


From alex at peters.net  Thu Oct  9 07:17:09 2014
From: alex at peters.net (Alex Peters)
Date: Thu, 9 Oct 2014 22:17:09 +1100
Subject: [rt-users] Send ticket to other queue from the actions menu
In-Reply-To: <20141009074309.GA5043@easter-eggs.com>
References: <CABj2uyoJQLC2WUfYnhwLa_f-4t4Z0zOd_EHLnzwyG0UvtYiiLg@mail.gmail.com>
	<20141009074309.GA5043@easter-eggs.com>
Message-ID: <CAFdkmpt0YL17a2X33Pjnk35fEn1HvbDvZhTb4f1hf0mw6zKHDA@mail.gmail.com>

Does this code also actually move the ticket into the other queue?

I'm interested in doing something similar: setting up menu items to quickly
set the ticket's Starts date to predefined relative future values.

On 9 October 2014 18:43, Emmanuel Lacour <elacour at easter-eggs.com> wrote:

> On Wed, Oct 08, 2014 at 11:12:15PM +0200, Rinke Colen wrote:
> >    I know how to define actions in RT_SiteConfig.pm like this:
> >
> >      actions => [
> >          '* -> closed' => {
> >              label  => 'Close',
> >              update => 'Respond',
> >          },
> >
> >    But I need something fancier now. I want to send my ticket to another
> >    queue from the Actions menu. I want this action to be available only
> from
> >    some statuses in the lifecycle. How can I do this? (I have already
> >    configured a mapping under __maps__.)
> >    Rinke
>
>
> You have to use a callback (a file named
> local/html/Callbacks/YourOrg/Elements/Tabs/Privileged). Then inside you
> have to write your logic to finally add the action to the menu, example:
>
> <%init>
> my $request_path = $HTML::Mason::Commands::r->path_info;
>
>
> # Only on ticket pages
> if ( $request_path =~ qr{^/Ticket/.*\.html} && $m->request_args->{'id'}
> &&  $m->request_args->{'id'} =~ /^\d+$/ ) {
>
>     my $Ticket = RT::Ticket->new( $session{'CurrentUser'} );
>     $Ticket->Load( $m->request_args->{'id'} );
>
>     # Only if status is FIXME
>     if ( $Ticket->Status eq 'FIXME' ) {
>         my $tabs = PageMenu;
>         my $actions = $tabs->child( 'actions' );
>
>         my $Queue = RT::Queue->new( $session{'CurrentUser'} );
>         $Queue->Load('YourTargetQueue');
>
>         # Add our custom action here
>         $actions->child(
>                     'sendtoqueueX' => title => loc('Send to queue X'),
> path =>
>
> '/Ticket/Display.html?id='.$Ticket->Id.'&Queue='.$Queue->id
>                      );
>     }
> }
> </%init>
>
> @BPS: would be nice to be able to specify an "url" in Lifecycle actions
> with basic replacements (__id__, ...)
>
>
> --
> Easter-eggs                              Sp?cialiste GNU/Linux
> 44-46 rue de l'Ouest  -  75014 Paris  -  France -  M?tro Gait?
> Phone: +33 (0) 1 43 35 00 37    -   Fax: +33 (0) 1 43 35 00 76
> mailto:elacour at easter-eggs.com  -   http://www.easter-eggs.com
> --
> RT Training November 4 & 5 Los Angeles
> http://bestpractical.com/training
>
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From rcolen at experty.com  Thu Oct  9 08:03:59 2014
From: rcolen at experty.com (Rinke Colen)
Date: Thu, 9 Oct 2014 14:03:59 +0200
Subject: [rt-users] Date formatting
In-Reply-To: <5435A43F.10705@xs4all.nl>
References: <CABj2uyqK61SRe0rmMur-TS-U0Ot7bZFTtWP9-N5Y3UsWB8tD4g@mail.gmail.com>
	<5435A43F.10705@xs4all.nl>
Message-ID: <CABj2uyqZKXCbjFef9XGsbCxTkNXFnWuNiC76Lb7YJLwWBHzSPA@mail.gmail.com>

Thanks. I'm afraid I still don't understand what to do however. I looked at
the links but the two threads don't really apply to my situation and the
RT::Date documentation is too general for me to be able to translate it
into a solution, with my limited knowledge of Perl. It clearly has
something to do with "Output formatters" but I don't understand how to use
them.

If it's not too much to ask, then what would really help me is to see some
code that could replace {$Ticket->Created} to yield the output I need.

Rinke


On Wed, Oct 8, 2014 at 10:53 PM, Joop <jvdwege at xs4all.nl> wrote:

> On 8-10-2014 17:55, Rinke Colen wrote:
> > I want to mention the ticket creation date in an auto reply. I use the
> > following code snippet in my email template: {$Ticket->Created}. This
> > produces the string "2014-10-08 15:31:24" (UTC) but I want to show
> > "October 8, 2014 at 5:31 PM" (CET) is one place and "8 oktober 2014 om
> > 17:31" in another place. (The word "oktober" in the second string is
> > Dutch.) How can I format the timestamps?
> >
> Have look at the following 3 links:
> http://bestpractical.com/docs/rt/4.2/RT/Date.html
> http://www.gossamer-threads.com/lists/rt/users/52528
> http://www.gossamer-threads.com/lists/rt/users/15445
>
> > On a procedural note: I'm not sure if this question conforms to
> > requirements of this mailing list. I have searched the history of this
> > list since I joined for an answer, but don't know where to find the rest
> > of the history. Also I know very little about Perl. I'm slightly worried
> > that my question is too "dumb". But I have many more of these newbie
> > questions. Can I just ask them here? (I.e. if I don't find the answer in
> > the mailing list history, the documentation on bestpractical.com
> > <http://bestpractical.com> or on the the wiki.)
> >
> I'll help any Dutchmen anytime :-)
>
> Regards,
>
> Joop
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From elacour at easter-eggs.com  Thu Oct  9 09:33:39 2014
From: elacour at easter-eggs.com (Emmanuel Lacour)
Date: Thu, 9 Oct 2014 15:33:39 +0200
Subject: [rt-users] Send ticket to other queue from the actions menu
In-Reply-To: <CAFdkmpt0YL17a2X33Pjnk35fEn1HvbDvZhTb4f1hf0mw6zKHDA@mail.gmail.com>
References: <CABj2uyoJQLC2WUfYnhwLa_f-4t4Z0zOd_EHLnzwyG0UvtYiiLg@mail.gmail.com>
	<20141009074309.GA5043@easter-eggs.com>
	<CAFdkmpt0YL17a2X33Pjnk35fEn1HvbDvZhTb4f1hf0mw6zKHDA@mail.gmail.com>
Message-ID: <20141009133338.GC5043@easter-eggs.com>

On Thu, Oct 09, 2014 at 10:17:09PM +1100, Alex Peters wrote:
>    Does this code also actually move the ticket into the other queue?
> 

by the fact that it calls the Display.html template with the Queue
attribute. Each time Display.html is called on a ticket, it first
process arguments before displaying the ticket (including the change
results).

>    I'm interested in doing something similar: setting up menu items to
>    quickly set the ticket's Starts date to predefined relative future values.

you can do this with such callback, without any doubt :)


-- 
Easter-eggs                              Sp?cialiste GNU/Linux
44-46 rue de l'Ouest  -  75014 Paris  -  France -  M?tro Gait?
Phone: +33 (0) 1 43 35 00 37    -   Fax: +33 (0) 1 43 35 00 76
mailto:elacour at easter-eggs.com  -   http://www.easter-eggs.com


From torsten.brumm at Kuehne-Nagel.com  Thu Oct  9 10:48:12 2014
From: torsten.brumm at Kuehne-Nagel.com (Brumm, Torsten / Kuehne + Nagel / Ham GI-ID)
Date: Thu, 9 Oct 2014 14:48:12 +0000
Subject: [rt-users] Address field behavior with RT 4.0.1 upgrade
In-Reply-To: <4E1CC033.5050509@bestpractical.com>
References: <4E1C9008.4090005@verizon.net>
	<4E1C9E80.4040502@verizon.net><4E1CAA29.8000907@verizon.net>
	<4E1CC033.5050509@bestpractical.com>
Message-ID: <524815224EA2F649982D6A7BCD53BDFE21ECB9A3@DCEEXMBX04.ger.win.int.kn>

Hi List, Thomas,
has this already bin fixed or implemented already? I just read the RT Announcements up to 4.0.22 and couldn't find any hint.

Torsten

-----Urspr?ngliche Nachricht-----
Von: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] Im Auftrag von Thomas Sibley
Gesendet: Dienstag, 12. Juli 2011 23:44
An: rt-users at lists.bestpractical.com
Betreff: Re: [rt-users] Address field behavior with RT 4.0.1 upgrade

On 07/12/2011 04:10 PM, Max Hetrick wrote:
> Is there a way to limit the Autocomplete to only search for privileged
> users in the system?

The autocomplete code has logic for doing this, but it's not exposed as a configuration option and is only used internally in certain parts of the admin UI where it makes sense to have only privileged users.  We'd certainly take a small patch to expose it in the config as well.

I believe we mean to do this for a future 4.0.x release.

> But, I see no place or how to make this go back to the old way of a "text" field.

Additionally, we might take a patch to make the entire feature enabled/disabled at the config level, but that would be a little bit more work.

Thomas

--------
2011 Training: http://bestpractical.com/services/training.html

K?hne + Nagel (AG & Co.) KG
Rechtsform: Kommanditgesellschaft, Bremen HRA 21928, USt-IdNr.: DE 812773878.
Gesch?ftsleitung K?hne + Nagel (AG & Co.) KG: Reiner Heiken (Vors.), Dirk Blesius, Martin Brinkmann, Holger Ketz, Jan-Hendrik K?stergarten, Christian Marnett?, Christian Solf, Jens Wollesen.
Pers?nlich haftende Gesellschafterin: K?hne & Nagel A.G., Rechtsform: Aktiengesellschaft nach luxemburgischem Recht, HR-Nr.: B 18745, Gesch?ftsf?hrendes Verwaltungsratsmitglied: Karl Gernandt.
Gesch?ftsleitung Region Westeuropa: Yngve Ruud (Vors.), Hans-Georg Brinkmann (Stellv.), Richard Huhn, Bj?rn Johansson, Bruno Mang, Stefan Paul, Tim Scharwath, Dominic Edmonds, Peder Winther.

Wir arbeiten ausschlie?lich auf Grundlage der Allgemeinen Deutschen Spediteursbedingungen (ADSp), jeweils neuester Fassung. Wir verweisen insbesondere auf die vom Gesetz abweichenden Haftungsbeschr?nkungen von Ziffer 23 und 24 ADSp. Den vollst?ndigen Text der ADSp ?bersenden wir Ihnen gerne auf Anfrage und k?nnen Sie auch unter http://www.kuehne-nagel.com einsehen. Erg?nzend wird vereinbart, dass (1) Ziffer 27 ADSp im Rahmen internationaler ?bereinkommen weder unsere Haftung noch die Zurechnung des Verschuldens von Leuten und sonstigen Dritten zu Gunsten des Auftraggebers erweitert, und (2) wir in den im deutschen Seehandelsrecht aufgef?hrten F?llen des nautischen Verschuldens oder Feuer an Bord nur f?r eigenes Verschulden und (3) im Sinne der CMNI genannten Voraussetzungen nicht f?r nautisches Verschulden, Feuer an Bord oder M?ngel des Schiffes haften.


From falcone at bestpractical.com  Thu Oct  9 12:10:40 2014
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 9 Oct 2014 12:10:40 -0400
Subject: [rt-users] Potential bug in 3.8.8?
In-Reply-To: <acbf7be55e13469cb6fda5e7379341fe@AM3PR02MB310.eurprd02.prod.outlook.com>
References: <acbf7be55e13469cb6fda5e7379341fe@AM3PR02MB310.eurprd02.prod.outlook.com>
Message-ID: <20141009161040.GA3599@jibsheet.com>

On Wed, Oct 08, 2014 at 09:45:24AM +0000, Anthony Swift wrote:
> I?m working with a new customer who uses RT 3.8.8 and I am trying to integrate
> with dynamics CRM as part of a sales process. I have a solution now where I can
> create a ticket using the REST API. This  returns me an ID which I wish to add
> some links to. No matter what ticket is I supply to the link post, the ticket
> is linked to ticket id 1.
> 
> For example, this is the HTTP request I am sending to set the parent ticket:

Looking at what

RTDEBUG=3 /opt/rt4/bin/rt link 2 memberof 3

sends to the server, it's quite different that what you're sending.

While you might have found a bug in 3.8.8, it is out of support and
almost 5 years old. I would see what bin/rt sends on 3.8.8 and check
if it works.

https://www.bestpractical.com/rt/release-policy.html

-kevin
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From falcone at bestpractical.com  Thu Oct  9 12:18:07 2014
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 9 Oct 2014 12:18:07 -0400
Subject: [rt-users] Address field behavior with RT 4.0.1 upgrade
In-Reply-To: <524815224EA2F649982D6A7BCD53BDFE21ECB9A3@DCEEXMBX04.ger.win.int.kn>
References: <4E1C9008.4090005@verizon.net> <4E1C9E80.4040502@verizon.net>
	<4E1CAA29.8000907@verizon.net> <4E1CC033.5050509@bestpractical.com>
	<524815224EA2F649982D6A7BCD53BDFE21ECB9A3@DCEEXMBX04.ger.win.int.kn>
Message-ID: <20141009161807.GB3599@jibsheet.com>

On Thu, Oct 09, 2014 at 02:48:12PM +0000, Brumm, Torsten / Kuehne + Nagel / Ham GI-ID wrote:
> has this already bin fixed or implemented already? I just read the RT Announcements up to 4.0.22 and couldn't find any hint.

No.

In 4.2, privileged triggers using a data attribute of the input, which
is something you would be able to add on using JS, so we're unlikely
to take anything for this in 4.0, since it wouldn't be fixing a bug.

-kevin

> -----Urspr?ngliche Nachricht-----
> Von: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] Im Auftrag von Thomas Sibley
> Gesendet: Dienstag, 12. Juli 2011 23:44
> An: rt-users at lists.bestpractical.com
> Betreff: Re: [rt-users] Address field behavior with RT 4.0.1 upgrade
> 
> On 07/12/2011 04:10 PM, Max Hetrick wrote:
> > Is there a way to limit the Autocomplete to only search for privileged
> > users in the system?
> 
> The autocomplete code has logic for doing this, but it's not exposed as a configuration option and is only used internally in certain parts of the admin UI where it makes sense to have only privileged users.  We'd certainly take a small patch to expose it in the config as well.
> 
> I believe we mean to do this for a future 4.0.x release.
> 
> > But, I see no place or how to make this go back to the old way of a "text" field.
> 
> Additionally, we might take a patch to make the entire feature enabled/disabled at the config level, but that would be a little bit more work.
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From torsten.brumm at Kuehne-Nagel.com  Thu Oct  9 12:18:50 2014
From: torsten.brumm at Kuehne-Nagel.com (Brumm, Torsten / Kuehne + Nagel / Ham GI-ID)
Date: Thu, 9 Oct 2014 16:18:50 +0000
Subject: [rt-users] Strange behavior on RT 4.0.19
Message-ID: <524815224EA2F649982D6A7BCD53BDFE21ECBB7F@DCEEXMBX04.ger.win.int.kn>

Hi RT Users,
we have a strange behavior at our RT 4 installation. If we open a link to a ticket URL (http://rt.mycompany.com/Ticket/Display.html?id=225478203) from a Mail, it works fine, from a list of ticket links inside Excel/Word I will be redirected to http://rt.mycompany.com/NoAuth/Login.html?next=asd79asd79fsd and then to the RT At A Glance Screen.

I thought I can prevent this by setting:

Set($RestrictReferrer, 0);
Set($RestrictLoginReferrer, 0);

At RT_Siteconfig.pm but didn't help (yes, I have restarted the webserver and cleaned the mason cache)

Any Ideas or hints where to start?

torsten

K?hne + Nagel (AG & Co.) KG
Rechtsform: Kommanditgesellschaft, Bremen HRA 21928, USt-IdNr.: DE 812773878.
Gesch?ftsleitung K?hne + Nagel (AG & Co.) KG: Reiner Heiken (Vors.), Dirk Blesius, Martin Brinkmann, Holger Ketz, Jan-Hendrik K?stergarten, Christian Marnett?, Christian Solf, Jens Wollesen.
Pers?nlich haftende Gesellschafterin: K?hne & Nagel A.G., Rechtsform: Aktiengesellschaft nach luxemburgischem Recht, HR-Nr.: B 18745, Gesch?ftsf?hrendes Verwaltungsratsmitglied: Karl Gernandt.
Gesch?ftsleitung Region Westeuropa: Yngve Ruud (Vors.), Hans-Georg Brinkmann (Stellv.), Richard Huhn, Bj?rn Johansson, Bruno Mang, Stefan Paul, Tim Scharwath, Dominic Edmonds, Peder Winther.

Wir arbeiten ausschlie?lich auf Grundlage der Allgemeinen Deutschen Spediteursbedingungen (ADSp), jeweils neuester Fassung. Wir verweisen insbesondere auf die vom Gesetz abweichenden Haftungsbeschr?nkungen von Ziffer 23 und 24 ADSp. Den vollst?ndigen Text der ADSp ?bersenden wir Ihnen gerne auf Anfrage und k?nnen Sie auch unter http://www.kuehne-nagel.com einsehen. Erg?nzend wird vereinbart, dass (1) Ziffer 27 ADSp im Rahmen internationaler ?bereinkommen weder unsere Haftung noch die Zurechnung des Verschuldens von Leuten und sonstigen Dritten zu Gunsten des Auftraggebers erweitert, und (2) wir in den im deutschen Seehandelsrecht aufgef?hrten F?llen des nautischen Verschuldens oder Feuer an Bord nur f?r eigenes Verschulden und (3) im Sinne der CMNI genannten Voraussetzungen nicht f?r nautisches Verschulden, Feuer an Bord oder M?ngel des Schiffes haften.
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From falcone at bestpractical.com  Thu Oct  9 12:22:38 2014
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 9 Oct 2014 12:22:38 -0400
Subject: [rt-users] connect Multiple Servers LDAP
In-Reply-To: <1995141868.524475.1412716169223.JavaMail.root@version3.co>
References: <2015596620.512324.1412700788393.JavaMail.root@version3.co>
	<1995141868.524475.1412716169223.JavaMail.root@version3.co>
Message-ID: <20141009162238.GC3599@jibsheet.com>

On Tue, Oct 07, 2014 at 04:09:29PM -0500, Julio Cesar Arevalo Blanco wrote:
> Thanks Kevin, check the items you suggested and now it works perfect.
> I would like to know how I can configure 2 LDAP servers for authentication? or
> you may chain 'base' configuration file RT_SiteConfig. Include two databases 
> ldap

Set $ExternalAuthPriority and $ExternalInfoPriority to contain
multiple entries, they're arrayrefs, so you can list 6 AD connections
to check and it will walk down them, checking them all in order.

-kevin
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From falcone at bestpractical.com  Thu Oct  9 12:27:40 2014
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 9 Oct 2014 12:27:40 -0400
Subject: [rt-users] Best way to configure "non-technical Manager" in RT
 4 who needs to check RT (but not create) saved searches?
In-Reply-To: <373767961.28578481.1412800668835.JavaMail.zimbra@sfu.ca>
References: <mailman.5.1412784001.3762.rt-users@lists.bestpractical.com>
	<373767961.28578481.1412800668835.JavaMail.zimbra@sfu.ca>
Message-ID: <20141009162740.GD3599@jibsheet.com>

On Wed, Oct 08, 2014 at 01:37:48PM -0700, Duncan Napier wrote:
> 
> - SelfService access by default
> - But can run search URLs "http://my.company.com/Search/Results.html?Format= ..."
> 
> In other words, forcing privileged users to have a SelfService home page, while still granting the privilege to run searches through hyperlinks or their browser URL Bar. Or is this better managed through Dashboards? 
> 
> I see older version of RT (v 3) that have extensions like
> 
> AutoRedirectToSelfService 
> BasicVsAdvancedInterface

The first of these just seems like a poor implementation of the
Unprivileged flag check.  The latter lets users "prefer" selfservice,
but if it was written against 3.6, I doubt it would work.

> that seem to either force users to SelfServe or give them a choice but I'm not sure how well or if they will work on RT4.

I would test modifying the SelfService restrictions to allow access to
dashboards

http://bestpractical.com/docs/rt/latest/RT_Config.html#SelfServiceRegex

You're likely to need other relaxations to allow charting results
through.

Or, just email the dashboards to your managers with a subscription.

-kevin
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From fleon at seguroscatatumbo.com  Thu Oct  9 15:31:03 2014
From: fleon at seguroscatatumbo.com (fleon)
Date: Thu, 9 Oct 2014 12:31:03 -0700 (MST)
Subject: [rt-users] Assigning HeldBy users during Asset Import
In-Reply-To: <20140919150858.GG3003@jibsheet.com>
References: <1410542119024-58502.post@n7.nabble.com>
	<20140917154430.GA3003@jibsheet.com>
	<CAO7PGdANr03+Q4vmVy=LLarPb0dQTS8NnXhaZcMGkufsXX20BQ@mail.gmail.com>
	<20140917200349.GB3003@jibsheet.com>
	<CAO7PGdBc90b8xjyo-wkgk0=mZV9UZ5nag2SbjHj3s7=ALDVFcQ@mail.gmail.com>
	<20140918152117.GD3003@jibsheet.com>
	<CAO7PGdDnOTix2q2+Zh-7KK5bCueORhbAOcJReqJZUHkFzngkCg@mail.gmail.com>
	<20140919150858.GG3003@jibsheet.com>
Message-ID: <1412883063380-58788.post@n7.nabble.com>

This worked for be also (the patch and the line commenting), but somehow
between tries i got lots of assets with the user "nobody in particular" and
i can't use the bulk update to remove it, since it doesn't recognize that
user in the first place.

Is there an easy way to do this? I would rather have the asset with blank
than with nobody.



--
View this message in context: http://requesttracker.8502.n7.nabble.com/Assigning-HeldBy-users-during-Asset-Import-tp58502p58788.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.


From root.kev at gmail.com  Thu Oct  9 15:41:52 2014
From: root.kev at gmail.com (Root Kev)
Date: Thu, 9 Oct 2014 15:41:52 -0400
Subject: [rt-users] Emails to Queue Alias, still merge to other queue
Message-ID: <CAK--xpbSYR+SQkbFsERcWw3CJqUqReL9BJ96cJsP7fci+GfK-Q@mail.gmail.com>

Hello,

We have setup aliases for sendmail that route incoming emails to the
correct queue:
Example:

#RT Mailgate user for "it"
it: "|/opt/rt4/bin/rt-mailgate --queue 'it' --action correspond --url
http://tracker.company.net/rt"
it-comment: "|/opt/rt4/bin/rt-mailgate --queue 'it' --action comment --url
http://tracker.company.net/rt/"

#RT Mailgate user for "production"
production: "|/opt/rt4/bin/rt-mailgate --queue 'production' --action
correspond --url http://tracker.company.net/rt""
production-comment: "|/opt/rt4/bin/rt-mailgate --queue production --action
comment --url http://tracker.company.net/rt/"


We have started having an issue when an internal user forwards an email
with [ company.com #1234] that they have been CCed on, to a production
support queue by changing the To address to the email address for that
queue, but RT is seeing the original ticket number in the subject and is
merging the email with the comment to the original ticket.

This has caused comments meant for internal users, ie: "Is this a bug?" to
be sent to a customer unintentionally.

Is there any way to force RT to respect the incoming email/queue from
rt-mailgate over merging by the ticket numbers (when this type of thing
occurs)?

Thanks!

Kevin
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From fleon at seguroscatatumbo.com  Thu Oct  9 16:43:04 2014
From: fleon at seguroscatatumbo.com (fleon)
Date: Thu, 9 Oct 2014 13:43:04 -0700 (MST)
Subject: [rt-users] Importing Active Directory users through Cron
Message-ID: <1412887384649-58790.post@n7.nabble.com>

Hello everyone, i installed the LDAPImport extension and it works fine,
however i only want to import users that have logged in at least once not
farther than 3 months ago.

So i am using the lastLogonTimestamp inside $LDAPFilter, the problem is that
i don't know how to specify its value, i went to a page that offers a
calculator and started modifying the example so i had a date similar to what
i wanted, but i want to put a script in cron therefore the value in the
config can't be static.

For the record, the value stored in that attribute represents the date and
time of the account logon, expressed in 100-nanosecond steps since 12:00 AM,
January 1, 1601.

Basically i need a script that subtracts 90 days from today's date and
converts it to that format and can be referenced from RT_Siteconfig.pm 

Some guru posted this in perlmonks:

print POSIX::strftime( "%Y-%m-%d",
localtime(($lastLoginTime/10000000)-11644473600) );

But that snippet i think it's for the opposite conversion, from the windows
format to a human readable one.



--
View this message in context: http://requesttracker.8502.n7.nabble.com/Importing-Active-Directory-users-through-Cron-tp58790.html
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From rcolen at experty.com  Fri Oct 10 04:50:40 2014
From: rcolen at experty.com (Rinke Colen)
Date: Fri, 10 Oct 2014 10:50:40 +0200
Subject: [rt-users] Adjust life cycle while it's in use
Message-ID: <CABj2uyoAzDF4ts1v80JrRUc+pB7UjYhG2K=K4VSoyUE103u9Ow@mail.gmail.com>

Hi,

I want to remove a state from a certain lifecycle. Consequently I'll
also have to change some transitions, change one default state and
remove one action from that same lifecycle. (All this by changing the
respective entry in RT_SiteConfig.pm.)

This lifecycle is in use however. There are no tickets in the state
that I want to remove. Is it possible (and safe) to just change the
lifecycle and restart the webserver?

If not, what is the appropriate way?

Rinke


From CPages at datacorp.fr  Fri Oct 10 06:31:11 2014
From: CPages at datacorp.fr (Cedric Pages)
Date: Fri, 10 Oct 2014 10:31:11 +0000
Subject: [rt-users] CC answering ticket issue
Message-ID: <F40CD594D9BBDC42855F54FE1A415D32F420A2@Datacorp-Exchan.datacorp.dom>

Hi all,



We're having trouble with our RT version 4.2.8.

When a ticket is created by someone with another person as Cc, and if the person in Cc try to answer the email generated by the RT system, the message isn't integrated in the ticket.

As well as the message doesn't create a new ticket.

If the requester is answering the same email, the ticket is updated.

Do you have any idea why this is happening? Is anybody able to help?

Thanks in advance.



Kind regards,



C?dric Pag?s

Ing?nieur syst?mes r?seaux

291 rue Albert Caquot-  PETRA B - 06560 Sophia Antipolis -FRANCE

cpages at datacorp.fr<mailto:cpages at datacorp.fr<mailto:cpages at datacorp.fr%3cmailto:cpages at datacorp.fr>>               www.datacorp.fr<http://www.datacorp.fr/<http://www.datacorp.fr%3chttp:/www.datacorp.fr/>>

Tel : 0825 595 005 - Fax : 04 22 13 01 23



[cid:image001.png at 01CEF839.D153FDD0]


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From rwhalen at advanceweb.com  Fri Oct 10 08:01:45 2014
From: rwhalen at advanceweb.com (Ryan Whalen)
Date: Fri, 10 Oct 2014 08:01:45 -0400
Subject: [rt-users] CC answering ticket issue
In-Reply-To: <F40CD594D9BBDC42855F54FE1A415D32F420A2@Datacorp-Exchan.datacorp.dom>
References: <F40CD594D9BBDC42855F54FE1A415D32F420A2@Datacorp-Exchan.datacorp.dom>
Message-ID: <CALX4Q5q-9_GZd2e-43mFx5oi=ASZHn3XN-1--psgiX1F7oHa4A@mail.gmail.com>

Hi C?dric,

Just a guess, but try going to Admin > Queues > Select, select your queue,
then click the Group Rights menu option.

Click Cc from the menu on the left (under Roles), then check Reply to
tickets under the General Rights tab. Click the Save Changes button.

This same permission should be enabled by default for the Everyone group
under the SYSTEM section on the left, so it's possible this is not the
cause.

Thanks,
Ryan



On Fri, Oct 10, 2014 at 6:31 AM, Cedric Pages <CPages at datacorp.fr> wrote:

>  Hi all,
>
>
>
> We're having trouble with our RT version 4.2.8.
>
> When a ticket is created by someone with another person as Cc, and if the person in Cc try to answer the email generated by the RT system, the message isn't integrated in the ticket.
>
> As well as the message doesn't create a new ticket.
>
> If the requester is answering the same email, the ticket is updated.
>
> Do you have any idea why this is happening? Is anybody able to help?
>
> Thanks in advance.
>
>
>
> Kind regards,
>
>
>
> C?dric Pag?s
>
> Ing?nieur syst?mes r?seaux
>
> 291 rue Albert Caquot-  PETRA B - 06560 Sophia Antipolis -FRANCE
>
> cpages at datacorp.fr<mailto:cpages at datacorp.fr>               www.datacorp.fr<http://www.datacorp.fr/ <http://www.datacorp.fr%3chttp:/www.datacorp.fr/>>
>
> Tel : 0825 595 005 - Fax : 04 22 13 01 23
>
>
>
> [cid:image001.png at 01CEF839.D153FDD0]
>
>
>
>
> --
> RT Training November 4 & 5 Los Angeles
> http://bestpractical.com/training
>
>
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From CPages at datacorp.fr  Fri Oct 10 09:24:58 2014
From: CPages at datacorp.fr (Cedric Pages)
Date: Fri, 10 Oct 2014 13:24:58 +0000
Subject: [rt-users] CC answering ticket issue
In-Reply-To: <CALX4Q5q-9_GZd2e-43mFx5oi=ASZHn3XN-1--psgiX1F7oHa4A@mail.gmail.com>
References: <F40CD594D9BBDC42855F54FE1A415D32F420A2@Datacorp-Exchan.datacorp.dom>
	<CALX4Q5q-9_GZd2e-43mFx5oi=ASZHn3XN-1--psgiX1F7oHa4A@mail.gmail.com>
Message-ID: <F40CD594D9BBDC42855F54FE1A415D32F4214E@Datacorp-Exchan.datacorp.dom>

Thanks Ryan for your answer.
Unfortunately no change.

As the requester, if I answer one of my ticket (by email), it will update the ticket.
If the Cc try to do the same thing, the ticket isn?t updated and a nez ticket isn?t generated either.

Hope this is enough clear.
Thanks again for your help. If you had any other idea?

Kind regards,

C?dric Pag?s
Ing?nieur syst?mes r?seaux
291 rue Albert Caquot-  PETRA B - 06560 Sophia Antipolis -FRANCE
cpages at datacorp.fr<mailto:cpages at datacorp.fr>               www.datacorp.fr<http://www.datacorp.fr/>
Tel : 0825 595 005 - Fax : 04 22 13 01 23

[cid:image001.png at 01CEF839.D153FDD0]

De : Ryan Whalen [mailto:rwhalen at advanceweb.com]
Envoy? : vendredi 10 octobre 2014 14:02
? : Cedric Pages
Cc : rt-users at lists.bestpractical.com
Objet : Re: [rt-users] CC answering ticket issue

Hi C?dric,

Just a guess, but try going to Admin > Queues > Select, select your queue, then click the Group Rights menu option.

Click Cc from the menu on the left (under Roles), then check Reply to tickets under the General Rights tab. Click the Save Changes button.

This same permission should be enabled by default for the Everyone group under the SYSTEM section on the left, so it's possible this is not the cause.

Thanks,
Ryan



On Fri, Oct 10, 2014 at 6:31 AM, Cedric Pages <CPages at datacorp.fr<mailto:CPages at datacorp.fr>> wrote:

Hi all,



We're having trouble with our RT version 4.2.8.

When a ticket is created by someone with another person as Cc, and if the person in Cc try to answer the email generated by the RT system, the message isn't integrated in the ticket.

As well as the message doesn't create a new ticket.

If the requester is answering the same email, the ticket is updated.

Do you have any idea why this is happening? Is anybody able to help?

Thanks in advance.



Kind regards,



C?dric Pag?s

Ing?nieur syst?mes r?seaux

291 rue Albert Caquot-  PETRA B - 06560 Sophia Antipolis -FRANCE

cpages at datacorp.fr<mailto:cpages at datacorp.fr<mailto:cpages at datacorp.fr%3cmailto:cpages at datacorp.fr>>               www.datacorp.fr<http://www.datacorp.fr/<http://www.datacorp.fr%3chttp:/www.datacorp.fr/>>

Tel : 0825 595 005 - Fax : 04 22 13 01 23



[cid:image001.png at 01CEF839.D153FDD0]



--
RT Training November 4 & 5 Los Angeles
http://bestpractical.com/training

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From fleon at seguroscatatumbo.com  Fri Oct 10 09:43:05 2014
From: fleon at seguroscatatumbo.com (fleon)
Date: Fri, 10 Oct 2014 06:43:05 -0700 (MST)
Subject: [rt-users] Importing Active Directory users through Cron
In-Reply-To: <1412887384649-58790.post@n7.nabble.com>
References: <1412887384649-58790.post@n7.nabble.com>
Message-ID: <1412948585940-58795.post@n7.nabble.com>

I made this script, it isn't 100% accurate but it's good enough for my
purposes, $bigEpochTime->bstr returns the information i need. How do i call
this so the RT config can read its value?

#!/usr/bin/perl
use strict;
use warnings;
use Math::BigInt;

use constant BIGEPOCH => '116444736000000000';

my $passwordPeriod=90*24*60*60;
my $bigEpochTime = Math::BigInt->new(time() - $passwordPeriod);

#multiply by 10000000 to get 100 nanosecond intervals since epoch
$bigEpochTime->bmul('10000000');
$bigEpochTime->badd(BIGEPOCH);
print ($bigEpochTime->bstr);




--
View this message in context: http://requesttracker.8502.n7.nabble.com/Importing-Active-Directory-users-through-Cron-tp58790p58795.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.


From info at otherdata.com  Fri Oct 10 11:39:18 2014
From: info at otherdata.com (wrender)
Date: Fri, 10 Oct 2014 08:39:18 -0700 (MST)
Subject: [rt-users] Auto Resolve Aged Tickets - Custom Email Template
In-Reply-To: <1411485312685-58601.post@n7.nabble.com>
References: <1411485312685-58601.post@n7.nabble.com>
Message-ID: <1412955558023-58796.post@n7.nabble.com>

Does anyone know how to auto resolve tickets after so many days, and email
out a custom template?



--
View this message in context: http://requesttracker.8502.n7.nabble.com/Auto-Resolve-Aged-Tickets-Custom-Email-Template-tp58601p58796.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.


From falcone at bestpractical.com  Fri Oct 10 12:08:03 2014
From: falcone at bestpractical.com (Kevin Falcone)
Date: Fri, 10 Oct 2014 12:08:03 -0400
Subject: [rt-users] Adjust life cycle while it's in use
In-Reply-To: <CABj2uyoAzDF4ts1v80JrRUc+pB7UjYhG2K=K4VSoyUE103u9Ow@mail.gmail.com>
References: <CABj2uyoAzDF4ts1v80JrRUc+pB7UjYhG2K=K4VSoyUE103u9Ow@mail.gmail.com>
Message-ID: <20141010160803.GE3599@jibsheet.com>

On Fri, Oct 10, 2014 at 10:50:40AM +0200, Rinke Colen wrote:
> This lifecycle is in use however. There are no tickets in the state
> that I want to remove. Is it possible (and safe) to just change the
> lifecycle and restart the webserver?

Since no tickets are in the state you want to remove, you're fine.

-kevin
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From rwhalen at advanceweb.com  Fri Oct 10 13:03:44 2014
From: rwhalen at advanceweb.com (Ryan Whalen)
Date: Fri, 10 Oct 2014 13:03:44 -0400
Subject: [rt-users] CC answering ticket issue
In-Reply-To: <F40CD594D9BBDC42855F54FE1A415D32F4214E@Datacorp-Exchan.datacorp.dom>
References: <F40CD594D9BBDC42855F54FE1A415D32F420A2@Datacorp-Exchan.datacorp.dom>
	<CALX4Q5q-9_GZd2e-43mFx5oi=ASZHn3XN-1--psgiX1F7oHa4A@mail.gmail.com>
	<F40CD594D9BBDC42855F54FE1A415D32F4214E@Datacorp-Exchan.datacorp.dom>
Message-ID: <CALX4Q5p4zb1EAey5YSaKONPWFwF7s4XRjcYe+pQAWv11GpAwkQ@mail.gmail.com>

Is there a way to check the MTA logs to make sure the email is getting to
RT?

On Fri, Oct 10, 2014 at 9:24 AM, Cedric Pages <CPages at datacorp.fr> wrote:

>  Thanks Ryan for your answer.
>
> Unfortunately no change.
>
>
>
> As the requester, if I answer one of my ticket (by email), it will update
> the ticket.
>
> If the Cc try to do the same thing, the ticket isn?t updated and a nez
> ticket isn?t generated either.
>
>
>
> Hope this is enough clear.
>
> Thanks again for your help. If you had any other idea?
>
>
>
> Kind regards,
>
>
>
> *C?dric Pag?s*
>
> Ing?nieur syst?mes r?seaux
>
> 291 rue Albert Caquot-  PETRA B - 06560 Sophia Antipolis -FRANCE
>
> *cpages at datacorp.fr <cpages at datacorp.fr>*               *www.datacorp.fr
> <http://www.datacorp.fr/>*
>
> Tel *: 0825 595 005* - Fax *: 04 22 13 01 23*
>
>
>
> [image: cid:image001.png at 01CEF839.D153FDD0]
>
>
>
> *De :* Ryan Whalen [mailto:rwhalen at advanceweb.com]
> *Envoy? :* vendredi 10 octobre 2014 14:02
> *? :* Cedric Pages
> *Cc :* rt-users at lists.bestpractical.com
> *Objet :* Re: [rt-users] CC answering ticket issue
>
>
>
> Hi C?dric,
>
>
>
> Just a guess, but try going to Admin > Queues > Select, select your queue,
> then click the Group Rights menu option.
>
>
>
> Click Cc from the menu on the left (under Roles), then check Reply to
> tickets under the General Rights tab. Click the Save Changes button.
>
>
>
> This same permission should be enabled by default for the Everyone group
> under the SYSTEM section on the left, so it's possible this is not the
> cause.
>
>
>
> Thanks,
>
> Ryan
>
>
>
>
>
>
>
> On Fri, Oct 10, 2014 at 6:31 AM, Cedric Pages <CPages at datacorp.fr> wrote:
>
>  Hi all,
>
>
>
> We're having trouble with our RT version 4.2.8.
>
> When a ticket is created by someone with another person as Cc, and if the person in Cc try to answer the email generated by the RT system, the message isn't integrated in the ticket.
>
> As well as the message doesn't create a new ticket.
>
> If the requester is answering the same email, the ticket is updated.
>
> Do you have any idea why this is happening? Is anybody able to help?
>
> Thanks in advance.
>
>
>
> Kind regards,
>
>
>
> C?dric Pag?s
>
> Ing?nieur syst?mes r?seaux
>
> 291 rue Albert Caquot-  PETRA B - 06560 Sophia Antipolis -FRANCE
>
> cpages at datacorp.fr<mailto:cpages at datacorp.fr>               www.datacorp.fr<http://www.datacorp.fr/ <http://www.datacorp.fr%3chttp:/www.datacorp.fr/>>
>
> Tel : 0825 595 005 - Fax : 04 22 13 01 23
>
>
>
> [cid:image001.png at 01CEF839.D153FDD0]
>
>
>
>
> --
> RT Training November 4 & 5 Los Angeles
> http://bestpractical.com/training
>
>
>
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From mike.johnson at nosm.ca  Fri Oct 10 13:47:59 2014
From: mike.johnson at nosm.ca (Mike Johnson)
Date: Fri, 10 Oct 2014 13:47:59 -0400
Subject: [rt-users] Handful of users showing up in owner dropdown but have
	no access
Message-ID: <CAFuoEe-ZVmJHtT=W+P1B8Qxbws1HreVdsS31A=Y_Qwdy2pHtGQ@mail.gmail.com>

I'm misunderstanding something with this I'm sure...

I look at the list of owners for a queue, and there are 5 users that show
up in that list(that shouldn't be there), but when I go to their account,
they aren't part of any groups, and they don't have any rights assigned to
them specifically that I can see(at the user level, or at any queue level).

It seems that I can deselect "Let this user access RT" ("Let this user be
granted rights (Privileged)" on them all are deselected already) and they
drop from the list, but these users need to submit tickets still. They
simply have moved in the organization to requestors only, not having access
to RT for anything else.

What am I missing?

RT 3.8.10.
Thanks in advance!
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
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From woody at wildthingsafaris.com  Fri Oct 10 18:02:13 2014
From: woody at wildthingsafaris.com (Woody - Wild Things)
Date: Sat, 11 Oct 2014 01:02:13 +0300
Subject: [rt-users] RT::Extenstion::Timeline
Message-ID: <54385765.7030003@wildthingsafaris.com>

Hi folks,

Does anyone have any info regarding MIT/smile's timeline extension 
(http://search.cpan.org/~htchapman/RTx-Timeline-0.03/lib/RT/Extension/Timeline.pm) 
?

It was a great feature for 3.x but seems to be not current with 4.x

Woody


From elifree at free.fr  Sat Oct 11 05:55:05 2014
From: elifree at free.fr (elifree at free.fr)
Date: Sat, 11 Oct 2014 11:55:05 +0200 (CEST)
Subject: [rt-users] Fwd: PriorityAsString : Priority and FinalPriority show
	"unknown"
In-Reply-To: <40842174.227427634.1412758813210.JavaMail.root@zimbra61-e11.priv.proxad.net>
Message-ID: <820919472.239964237.1413021305755.JavaMail.root@zimbra61-e11.priv.proxad.net>

Thanks Chris for your reply, it works fine now !
Elisabeth 

----- Mail original -----
| De: "Christian Loos" <cloos at netcologne.de>
| ?: elifree at free.fr, rt-users at lists.bestpractical.com
| Envoy?: Mercredi 8 Octobre 2014 08:39:02
| Objet: Re: PriorityAsString : Priority and FinalPriority show "unknown"
| 
| Hi Elisabeth,
| 
| if you don't set a InitialPriority on the queue page, the priority of
| a
| new created ticket is 0. As you didn't defined a mapping for 0 in
| PriorityAsString config you get the 'unknown' priority.
| 
| Just add 'Aucun => 0' to your PriorityAsString config and everything
| should be fine.
| 
| Chris


From rcolen at experty.com  Mon Oct 13 11:22:57 2014
From: rcolen at experty.com (Rinke Colen)
Date: Mon, 13 Oct 2014 17:22:57 +0200
Subject: [rt-users] Adjust life cycle while it's in use
In-Reply-To: <20141010160803.GE3599@jibsheet.com>
References: <CABj2uyoAzDF4ts1v80JrRUc+pB7UjYhG2K=K4VSoyUE103u9Ow@mail.gmail.com>
	<20141010160803.GE3599@jibsheet.com>
Message-ID: <CABj2uyovi+FvfOUREymbYY9uk=zYHi7P-vQrdH3p5U0Sw4Vc_A@mail.gmail.com>

Worked perfectly indeed. Thanks.

Rinke

On Fri, Oct 10, 2014 at 6:08 PM, Kevin Falcone <falcone at bestpractical.com>
wrote:

> On Fri, Oct 10, 2014 at 10:50:40AM +0200, Rinke Colen wrote:
> > This lifecycle is in use however. There are no tickets in the state
> > that I want to remove. Is it possible (and safe) to just change the
> > lifecycle and restart the webserver?
>
> Since no tickets are in the state you want to remove, you're fine.
>
> -kevin
>
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From cderr at simons-rock.edu  Mon Oct 13 16:29:11 2014
From: cderr at simons-rock.edu (charlie derr)
Date: Mon, 13 Oct 2014 16:29:11 -0400
Subject: [rt-users] porting over Asset Tracker info to a new instance
Message-ID: <543C3617.2020102@simons-rock.edu>

Greetings,

We've been using RT for several years and have a lot of data inside our old instance
(which is running RT 3.8.4 with the Asset Tracker module).  My colleague Will has
done some good work with spinning up a new version (and with the help of the list
getting it integrated with our LDAP) which is running 4.2.8.  Both the new and the
old are running off of postgres underneath.

Does anyone have any advice about how we can most efficiently migrate over our custom
asset types and asset information into the new version?

     thanks so much in advance,
           ~c


From CPages at datacorp.fr  Tue Oct 14 08:56:28 2014
From: CPages at datacorp.fr (Cedric Pages)
Date: Tue, 14 Oct 2014 12:56:28 +0000
Subject: [rt-users] CC answering ticket issue
In-Reply-To: <CALX4Q5p4zb1EAey5YSaKONPWFwF7s4XRjcYe+pQAWv11GpAwkQ@mail.gmail.com>
References: <F40CD594D9BBDC42855F54FE1A415D32F420A2@Datacorp-Exchan.datacorp.dom>
	<CALX4Q5q-9_GZd2e-43mFx5oi=ASZHn3XN-1--psgiX1F7oHa4A@mail.gmail.com>
	<F40CD594D9BBDC42855F54FE1A415D32F4214E@Datacorp-Exchan.datacorp.dom>
	<CALX4Q5p4zb1EAey5YSaKONPWFwF7s4XRjcYe+pQAWv11GpAwkQ@mail.gmail.com>
Message-ID: <F40CD594D9BBDC42855F54FE1A415D32F4FDDD@Datacorp-Exchan.datacorp.dom>

Thanks Ryan,

After investigating, I figure it out that, when I create a ticket by sending an email to support at ourcompany.com<mailto:support at ourcompany.com> and set other email addresses under Cc, the ticket is well created and I?m the requestor but the Cc persons of my email are not automatically granted Cc of the ticket!
That was why Cc couldn?t answer the ticket, because they had no permission on the ticket.
Is there a way to grant the Cc in emails Cc of the tickets? Or do we have to open the rights on the tickets to All?
Thanks for your help.

Kind regards,

C?dric Pag?s
Ing?nieur syst?mes r?seaux
291 rue Albert Caquot-  PETRA B - 06560 Sophia Antipolis -FRANCE
cpages at datacorp.fr<mailto:cpages at datacorp.fr>               www.datacorp.fr<http://www.datacorp.fr/>
Tel : 0825 595 005 - Fax : 04 22 13 01 23

[cid:image001.png at 01CEF839.D153FDD0]

De : Ryan Whalen [mailto:rwhalen at advanceweb.com]
Envoy? : vendredi 10 octobre 2014 19:04
? : Cedric Pages
Cc : rt-users at lists.bestpractical.com
Objet : Re: [rt-users] CC answering ticket issue

Is there a way to check the MTA logs to make sure the email is getting to RT?

On Fri, Oct 10, 2014 at 9:24 AM, Cedric Pages <CPages at datacorp.fr<mailto:CPages at datacorp.fr>> wrote:
Thanks Ryan for your answer.
Unfortunately no change.

As the requester, if I answer one of my ticket (by email), it will update the ticket.
If the Cc try to do the same thing, the ticket isn?t updated and a nez ticket isn?t generated either.

Hope this is enough clear.
Thanks again for your help. If you had any other idea?

Kind regards,

C?dric Pag?s
Ing?nieur syst?mes r?seaux
291 rue Albert Caquot-  PETRA B - 06560 Sophia Antipolis -FRANCE
cpages at datacorp.fr<mailto:cpages at datacorp.fr>               www.datacorp.fr<http://www.datacorp.fr/>
Tel : 0825 595 005 - Fax : 04 22 13 01 23

[cid:image001.png at 01CEF839.D153FDD0]

De : Ryan Whalen [mailto:rwhalen at advanceweb.com<mailto:rwhalen at advanceweb.com>]
Envoy? : vendredi 10 octobre 2014 14:02
? : Cedric Pages
Cc : rt-users at lists.bestpractical.com<mailto:rt-users at lists.bestpractical.com>
Objet : Re: [rt-users] CC answering ticket issue

Hi C?dric,

Just a guess, but try going to Admin > Queues > Select, select your queue, then click the Group Rights menu option.

Click Cc from the menu on the left (under Roles), then check Reply to tickets under the General Rights tab. Click the Save Changes button.

This same permission should be enabled by default for the Everyone group under the SYSTEM section on the left, so it's possible this is not the cause.

Thanks,
Ryan



On Fri, Oct 10, 2014 at 6:31 AM, Cedric Pages <CPages at datacorp.fr<mailto:CPages at datacorp.fr>> wrote:

Hi all,



We're having trouble with our RT version 4.2.8.

When a ticket is created by someone with another person as Cc, and if the person in Cc try to answer the email generated by the RT system, the message isn't integrated in the ticket.

As well as the message doesn't create a new ticket.

If the requester is answering the same email, the ticket is updated.

Do you have any idea why this is happening? Is anybody able to help?

Thanks in advance.



Kind regards,



C?dric Pag?s

Ing?nieur syst?mes r?seaux

291 rue Albert Caquot-  PETRA B - 06560 Sophia Antipolis -FRANCE

cpages at datacorp.fr<mailto:cpages at datacorp.fr<mailto:cpages at datacorp.fr%3cmailto:cpages at datacorp.fr>>               www.datacorp.fr<http://www.datacorp.fr/<http://www.datacorp.fr%3chttp:/www.datacorp.fr/>>

Tel : 0825 595 005 - Fax : 04 22 13 01 23



[cid:image001.png at 01CEF839.D153FDD0]



--
RT Training November 4 & 5 Los Angeles
http://bestpractical.com/training


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From fleon at seguroscatatumbo.com  Tue Oct 14 10:16:47 2014
From: fleon at seguroscatatumbo.com (fleon)
Date: Tue, 14 Oct 2014 07:16:47 -0700 (MST)
Subject: [rt-users] Send email reminder fails with undefined value
Message-ID: <1413296207282-58805.post@n7.nabble.com>

I am having issues when using rt-crontool to send emails

/opt/rt4/bin/rt-crontool --search RT::Search::FromSQL --search-arg '(Status
= "open" or Status = "new")'
  --action RT::Action::SendEmail --action-arg Owner --transaction first
--template 'Recordatorio')

Error: 
Template parsing error: Can't call method "Id" on an undefined value at
template line 3

The template contains:
Subject:{$Ticket->Subject} est? pendiente {$Ticket->DueObj->AsString}

Revisar el ticket #{$Target->Id} y resolver de ser posible.

{RT->Config->Get('WebURL')}Ticket/Display.html?id={$Target->Id}

I understand the error, it doesn't like $Target->Id, i guess it isn't
available at that moment, but that template is basically the same "Reminder"
template that comes with RT. How do i fix this?

I basically want to send automatic emails to owners when they have
unresolved tickets.



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From torsten.brumm at Kuehne-Nagel.com  Tue Oct 14 10:57:31 2014
From: torsten.brumm at Kuehne-Nagel.com (Brumm, Torsten / Kuehne + Nagel / Ham GI-ID)
Date: Tue, 14 Oct 2014 14:57:31 +0000
Subject: [rt-users] RT Lifecycles Problem
In-Reply-To: <1413296207282-58805.post@n7.nabble.com>
References: <1413296207282-58805.post@n7.nabble.com>
Message-ID: <524815224EA2F649982D6A7BCD53BDFE21ED6548@DCEEXMBX04.ger.win.int.kn>

Hi List,
not sure if this is a bug or if I'm to stupid.

Following Setup.

Default Lifecycle: new, open, stalled, rejected, resolved, deleted
Special Lifecycle: new, open, development, testing, accepted, rejected, resolved, deleted

Queue Setup:
Lifecycle: Special Lifecycle

Queue Rights:
Group: Queue Members Full Access (SeeQueue, ShowTicket(Comments), ModifyTicket, OwnTicket etc.)
Role: AdminCcs: Also Full Access (SeeQueue, ShowTicket(Comments), ModifyTicket, OwnTicket etc.)

Now, if a user of the Queue Members Full Access Group opens the Ticket, he can change the Status for this lifecycle, but if a AdminCC opens the Ticket, he only gets the Status from Default Lifecycle, even with same rights like the Full Access Members

Is this a bug, or wrong configuration from my side?!?

Any Help appreciated

Torsten

K?hne + Nagel (AG & Co.) KG
Rechtsform: Kommanditgesellschaft, Bremen HRA 21928, USt-IdNr.: DE 812773878.
Gesch?ftsleitung K?hne + Nagel (AG & Co.) KG: Reiner Heiken (Vors.), Dirk Blesius, Martin Brinkmann, Holger Ketz, Jan-Hendrik K?stergarten, Christian Marnett?, Christian Solf, Jens Wollesen.
Pers?nlich haftende Gesellschafterin: K?hne & Nagel A.G., Rechtsform: Aktiengesellschaft nach luxemburgischem Recht, HR-Nr.: B 18745, Gesch?ftsf?hrendes Verwaltungsratsmitglied: Karl Gernandt.
Gesch?ftsleitung Region Westeuropa: Yngve Ruud (Vors.), Hans-Georg Brinkmann (Stellv.), Richard Huhn, Bj?rn Johansson, Bruno Mang, Stefan Paul, Tim Scharwath, Dominic Edmonds, Peder Winther.

Wir arbeiten ausschlie?lich auf Grundlage der Allgemeinen Deutschen Spediteursbedingungen (ADSp), jeweils neuester Fassung. Wir verweisen insbesondere auf die vom Gesetz abweichenden Haftungsbeschr?nkungen von Ziffer 23 und 24 ADSp. Den vollst?ndigen Text der ADSp ?bersenden wir Ihnen gerne auf Anfrage und k?nnen Sie auch unter http://www.kuehne-nagel.com einsehen. Erg?nzend wird vereinbart, dass (1) Ziffer 27 ADSp im Rahmen internationaler ?bereinkommen weder unsere Haftung noch die Zurechnung des Verschuldens von Leuten und sonstigen Dritten zu Gunsten des Auftraggebers erweitert, und (2) wir in den im deutschen Seehandelsrecht aufgef?hrten F?llen des nautischen Verschuldens oder Feuer an Bord nur f?r eigenes Verschulden und (3) im Sinne der CMNI genannten Voraussetzungen nicht f?r nautisches Verschulden, Feuer an Bord oder M?ngel des Schiffes haften.

From fleon at seguroscatatumbo.com  Tue Oct 14 11:02:00 2014
From: fleon at seguroscatatumbo.com (fleon)
Date: Tue, 14 Oct 2014 08:02:00 -0700 (MST)
Subject: [rt-users] Send email reminder fails with undefined value
In-Reply-To: <1413296207282-58805.post@n7.nabble.com>
References: <1413296207282-58805.post@n7.nabble.com>
Message-ID: <1413298920252-58807.post@n7.nabble.com>

If i change --action RT::Action::SendMail to --action
RT::Action::RecordComment then the template gets ignored and a scrip gets
called that uses its own template and then i get mail.

However i don't want to record a comment, i just want mail to get sent,
otherwise the tickets will get swamped with comments.



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From Gaston at huot.me  Tue Oct 14 11:27:48 2014
From: Gaston at huot.me (Gaston Huot)
Date: Tue, 14 Oct 2014 11:27:48 -0400
Subject: [rt-users] Fwd: Request tracker, time worked
In-Reply-To: <CADsifHRr7BD9cPsWLb_tXO8Mc0DHmOAoK0=zQAanaHurCgJn7g@mail.gmail.com>
References: <CADsifHRr7BD9cPsWLb_tXO8Mc0DHmOAoK0=zQAanaHurCgJn7g@mail.gmail.com>
Message-ID: <CADsifHSERZgwjtPC8aGztDUirGBxzodTUvqDxC08ArcM2pK=cg@mail.gmail.com>

I'm quite new at using RT and this product looks to me just amazing: ticket
management, Asset management, article management. Powerfull and versatile,
in my humble opinion.

It seems that RT could also be utilized to keep track of time worked on
specific tickets, and even bill (with 2 extensions) clients. On that
matter, for the first time, it appears to me what looks like a limitation
of RT. To really use it as a time keeper (in addition to other functions)
for billing purpose, things needed for a specific ticket are:

   - possibility to enter *the time worked for a specific date* (other that
   the actual date)
   - possibility to track changes on the time-worked/date
   - possibility to export easily the  time-worked/date data

Did I miss something, or is there a real "problem" that prevent a user to
capture time worked for a specific date, and correct it if required ?

At first I thought that the database was ok to keep track of worked time
but I am probably wrong because "time keeping" needs 2 fields:

   - the time worked
   - the date the time was worked.

The present date field in the Transactions table is there to keep track of
the moment the transaction was made, and it has to stay like that.
Therefore, from a naive point of view, one more field (~TimeTakenDate)
would be required to make RT a perfect time keeper in addition to all the
other features. Therefore a new transaction could correct a previous one on
a specific date by differential (without loosing the history).

As a "by-pass", I saw that there is a PF of type "ticket transaction" that
could be used to create a PF date field and maybe help with that goal, but
my level of knowledge is not good enough to even find out where these
transactions are stored and how to use them in a worked time report, or
export them.

In short, is there a solution, or should I just give up on this ?

Thanks,

Gaston
514.823-7202
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From fleon at seguroscatatumbo.com  Tue Oct 14 11:50:26 2014
From: fleon at seguroscatatumbo.com (fleon)
Date: Tue, 14 Oct 2014 08:50:26 -0700 (MST)
Subject: [rt-users] Send email reminder fails with undefined value
In-Reply-To: <1413296207282-58805.post@n7.nabble.com>
References: <1413296207282-58805.post@n7.nabble.com>
Message-ID: <1413301826291-58809.post@n7.nabble.com>

Another change, with another module:

i changed rt-crontool to:

/opt/rt4/bin/rt-crontool --search RT::Search::FromSQL --search-arg "Queue =
'apoyo' AND Owner != 'Nobody' AND (  Status = 'open' OR Status = 'new'
) AND Created < '1 day ago'" --action RT::Action::Notify --action-arg
'Owner' --template 'Recordatorio'

And now i get this error:

Oct 14 11:01:03 mar-zabbix RT: [8035] Can't call method "CreatorObj" on an
undefined value at /opt/rt4/bin/../lib/RT/Action/SendEmail.pm line 957.

I went to the code and found this:
 unless ( $friendly_name ) {
        $friendly_name = $self->TransactionObj->CreatorObj->FriendlyName;

So i went and added --transaction last to cron and ran again and i don't get
an error, but no email is sent, with this message in the logs:

[9114] [Tue Oct 14 15:44:03 2014] [info]:
+<rt-4.2.8-9114-1413301443-1484.5-0-0 at mar-zabbix.seguroscatatumbo.com>
#5/9797 -
+Scrip #rule  (/opt/rt4/bin/../lib/RT/Action/SendEmail.pm:284)
[9114] [Tue Oct 14 15:44:03 2014] [info]:
+<rt-4.2.8-9114-1413301443-1484.5-0-0 at mar-zabbix.seguroscatatumbo.com> No
+recipients found. Not sending.
(/opt/rt4/bin/../lib/RT/Interface/Email.pm:378)

I even added a To:{$Ticket->Owner} in the template and i still get the same
message. What i am missing? The documentation to the modules doesn't give
examples. Not even if i put my email in the --action-arg will work.







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From fleon at seguroscatatumbo.com  Tue Oct 14 12:26:54 2014
From: fleon at seguroscatatumbo.com (fleon)
Date: Tue, 14 Oct 2014 09:26:54 -0700 (MST)
Subject: [rt-users] Send email reminder fails with undefined value
In-Reply-To: <1413296207282-58805.post@n7.nabble.com>
References: <1413296207282-58805.post@n7.nabble.com>
Message-ID: <1413304014988-58810.post@n7.nabble.com>

I had to put this on the template:

To:{$Ticket->OwnerObj->EmailAddress}

Otherwise no email would get sent.

However, i would think a better approach is to not have to hardcode the
owner to the template and pass it as a argument to rt-crontool so i can
reuse the template and have other cron jobs notify other users such as the
admincc or someone else.



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From falcone at bestpractical.com  Tue Oct 14 12:50:40 2014
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 14 Oct 2014 12:50:40 -0400
Subject: [rt-users] CC answering ticket issue
In-Reply-To: <F40CD594D9BBDC42855F54FE1A415D32F4FDDD@Datacorp-Exchan.datacorp.dom>
References: <F40CD594D9BBDC42855F54FE1A415D32F420A2@Datacorp-Exchan.datacorp.dom>
	<CALX4Q5q-9_GZd2e-43mFx5oi=ASZHn3XN-1--psgiX1F7oHa4A@mail.gmail.com>
	<F40CD594D9BBDC42855F54FE1A415D32F4214E@Datacorp-Exchan.datacorp.dom>
	<CALX4Q5p4zb1EAey5YSaKONPWFwF7s4XRjcYe+pQAWv11GpAwkQ@mail.gmail.com>
	<F40CD594D9BBDC42855F54FE1A415D32F4FDDD@Datacorp-Exchan.datacorp.dom>
Message-ID: <20141014165040.GF3599@jibsheet.com>

On Tue, Oct 14, 2014 at 12:56:28PM +0000, Cedric Pages wrote:
> After investigating, I figure it out that, when I create a ticket by sending an
> email to support at ourcompany.com and set other email addresses under Cc, the
> ticket is well created and I?m the requestor but the Cc persons of my email are
> not automatically granted Cc of the ticket!
> 
> That was why Cc couldn?t answer the ticket, because they had no permission on
> the ticket.
> 
> Is there a way to grant the Cc in emails Cc of the tickets? Or do we have to
> open the rights on the tickets to All?

https://bestpractical.com/docs/rt/latest/RT_Config.html#ParseNewMessageForTicketCcs

-kevin
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From falcone at bestpractical.com  Tue Oct 14 12:53:30 2014
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 14 Oct 2014 12:53:30 -0400
Subject: [rt-users] Send email reminder fails with undefined value
In-Reply-To: <1413301826291-58809.post@n7.nabble.com>
	<1413296207282-58805.post@n7.nabble.com>
Message-ID: <20141014165330.GG3599@jibsheet.com>

On Tue, Oct 14, 2014 at 07:16:47AM -0700, fleon wrote:
> Revisar el ticket #{$Target->Id} y resolver de ser posible.
> 
> {RT->Config->Get('WebURL')}Ticket/Display.html?id={$Target->Id}
> 
> I understand the error, it doesn't like $Target->Id, i guess it isn't
> available at that moment, but that template is basically the same "Reminder"
> template that comes with RT. How do i fix this?

Except that it's not the same, the RT template creates $Target

This reminder is for ticket #{$Target = $Ticket->RefersTo->First->TargetObj;$Target->Id}.

> I basically want to send automatic emails to owners when they have
> unresolved tickets.

You want an RT::Action::Notify and to pass the Owner and NotifyActor
arguments, an example of this is in the reminders documnetation

https://bestpractical.com/docs/rt/latest/reminders.html

I suspect that your other failures are related to the Owner being the
last person to update the ticket and running into problems with the
NotifyActor setting.

You should not specify To: in the template if you want RT to calculate
a recipient.

-kevin
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From falcone at bestpractical.com  Tue Oct 14 12:55:08 2014
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 14 Oct 2014 12:55:08 -0400
Subject: [rt-users] RT::Extenstion::Timeline
In-Reply-To: <54385765.7030003@wildthingsafaris.com>
References: <54385765.7030003@wildthingsafaris.com>
Message-ID: <20141014165508.GH3599@jibsheet.com>

On Sat, Oct 11, 2014 at 01:02:13AM +0300, Woody - Wild Things wrote:
> Does anyone have any info regarding MIT/smile's timeline extension (http://search.cpan.org/~htchapman/RTx-Timeline-0.03/lib/RT/Extension/Timeline.pm)
> 
> It was a great feature for 3.x but seems to be not current with 4.x

What did the author say when you contacted them?

That module is not maintained by Best Practical, so we don't update
it.  No client has asked us to update it and send patches to the
author either.

-kevin
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From falcone at bestpractical.com  Tue Oct 14 12:56:08 2014
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 14 Oct 2014 12:56:08 -0400
Subject: [rt-users] Handful of users showing up in owner dropdown but
 have no access
In-Reply-To: <CAFuoEe-ZVmJHtT=W+P1B8Qxbws1HreVdsS31A=Y_Qwdy2pHtGQ@mail.gmail.com>
References: <CAFuoEe-ZVmJHtT=W+P1B8Qxbws1HreVdsS31A=Y_Qwdy2pHtGQ@mail.gmail.com>
Message-ID: <20141014165608.GI3599@jibsheet.com>

On Fri, Oct 10, 2014 at 01:47:59PM -0400, Mike Johnson wrote:
> I look at the list of owners for a queue, and there are 5 users that show up in
> that list(that shouldn't be there), but when I go to their account, they aren't
> part of any groups, and they don't have any rights assigned to them
> specifically that I can see(at the user level, or at any queue level).

Generally this means some queue granted OwnTicket to Unprivileged,
check all your queues, even your disabled ones.  Alternately, select *
from ACL where RightName = 'OwnTicket' and work the other way.

RT 4.2 explicitly excludes Unprivileged users from the OwnTicket
dropdown because of this someone common mistake.

-kevin
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From falcone at bestpractical.com  Tue Oct 14 12:57:11 2014
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 14 Oct 2014 12:57:11 -0400
Subject: [rt-users] Auto Resolve Aged Tickets - Custom Email Template
In-Reply-To: <1412955558023-58796.post@n7.nabble.com>
References: <1411485312685-58601.post@n7.nabble.com>
	<1412955558023-58796.post@n7.nabble.com>
Message-ID: <20141014165711.GJ3599@jibsheet.com>

On Fri, Oct 10, 2014 at 08:39:18AM -0700, wrender wrote:
> Does anyone know how to auto resolve tickets after so many days, and email
> out a custom template?

https://bestpractical.com/docs/rt/latest/automating_rt.html#Auto-resolve-Aged-Tickets

And the reminders doc has examples of sending email

https://bestpractical.com/docs/rt/latest/reminders.html

Or you could just email on resolve.

-kevin
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From training at bestpractical.com  Tue Oct 14 12:50:29 2014
From: training at bestpractical.com (Talena Gandy)
Date: Tue, 14 Oct 2014 12:50:29 -0400
Subject: [rt-users] [rt-announce] Last chance to sign up for our final 2014
	training!
Message-ID: <630F3420-3FF8-439F-9904-ADBB2E9F485A@bestpractical.com>

Hello!

This is your last reminder to sign up for our final public RT training in 2014! We will be in the LA area, November 4-5. This training will introduce you to the new features in RT 4.2 as part of a comprehensive overview of RT. Whether you've been using Request Tracker for years or are a recent convert, you'll have a good understanding of all of RT's features and functionality by the end of the session.
For both days, it is USD $1,495 for one person. This includes training materials, continental style breakfast, and snacks. You can register by heading over to our shop to pay via credit card (Amex not accepted, unfortunately.) You can also drop us a note at training at bestpractical.com if you'd rather we send an invoice. Finally, if you're from an academic institution, or would like to send more than 3 people, let us know so we can give you a bit of a discount. Please feel free to write in with any questions you have!

Thanks for your continued support of RT!

-The Best Practical Team 
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rt-announce mailing list
rt-announce at lists.bestpractical.com
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-announce

From fleon at seguroscatatumbo.com  Tue Oct 14 14:22:57 2014
From: fleon at seguroscatatumbo.com (fleon)
Date: Tue, 14 Oct 2014 11:22:57 -0700 (MST)
Subject: [rt-users] Send email reminder fails with undefined value
In-Reply-To: <20141014165330.GG3599@jibsheet.com>
References: <1413296207282-58805.post@n7.nabble.com>
	<1413301826291-58809.post@n7.nabble.com>
	<20141014165330.GG3599@jibsheet.com>
Message-ID: <1413310977462-58819.post@n7.nabble.com>

My guess is that my problem was the NotifyActor setting as you say because i
had already tried the example on the Reminders documentation but without
that setting. 

The NotifyActor documentation says that RT doesn't notify the person that
does an update, however IMHO cron should be exempted by default since you
don't usually run cron jobs in response of events (aren't scrips for that?).
No biggie since the example shows how to overrule this.


Kevin Falcone-2 wrote
> Except that it's not the same, the RT template creates $Target
> 
> This reminder is for ticket #{$Target =
> $Ticket->RefersTo->First->TargetObj;$Target->Id}.
> 
> You want an RT::Action::Notify and to pass the Owner and NotifyActor
> arguments, an example of this is in the reminders documnetation
> 
> I suspect that your other failures are related to the Owner being the
> last person to update the ticket and running into problems with the
> NotifyActor setting.





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From fleon at seguroscatatumbo.com  Tue Oct 14 14:30:31 2014
From: fleon at seguroscatatumbo.com (fleon)
Date: Tue, 14 Oct 2014 11:30:31 -0700 (MST)
Subject: [rt-users] Send email reminder fails with undefined value
In-Reply-To: <20141014165330.GG3599@jibsheet.com>
References: <1413296207282-58805.post@n7.nabble.com>
	<1413301826291-58809.post@n7.nabble.com>
	<20141014165330.GG3599@jibsheet.com>
Message-ID: <1413311431740-58820.post@n7.nabble.com>

Kevin Falcone-2 wrote
> This reminder is for ticket #{$Target =
> $Ticket->RefersTo->First->TargetObj;$Target->Id}.

BTW i still get Template parsing error: Can't call method "TargetObj" on an
undefined value at template line 3 with that example so i am keeping just
Ticket->Id to make it work.



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From falcone at bestpractical.com  Tue Oct 14 14:40:19 2014
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 14 Oct 2014 14:40:19 -0400
Subject: [rt-users] Send email reminder fails with undefined value
In-Reply-To: <1413311431740-58820.post@n7.nabble.com>
References: <1413296207282-58805.post@n7.nabble.com>
	<1413301826291-58809.post@n7.nabble.com>
	<20141014165330.GG3599@jibsheet.com>
	<1413311431740-58820.post@n7.nabble.com>
Message-ID: <20141014184019.GK3599@jibsheet.com>

On Tue, Oct 14, 2014 at 11:30:31AM -0700, fleon wrote:
> Kevin Falcone-2 wrote
> > This reminder is for ticket #{$Target =
> > $Ticket->RefersTo->First->TargetObj;$Target->Id}.
> 
> BTW i still get Template parsing error: Can't call method "TargetObj" on an
> undefined value at template line 3 with that example so i am keeping just
> Ticket->Id to make it work.

The template is intended to be used on Reminders, which always have a
RefersTo linked ticket.  I assume your ticket does not have such a
link.

-kevin
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From falcone at bestpractical.com  Tue Oct 14 14:41:03 2014
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 14 Oct 2014 14:41:03 -0400
Subject: [rt-users] Send email reminder fails with undefined value
In-Reply-To: <1413310977462-58819.post@n7.nabble.com>
References: <1413296207282-58805.post@n7.nabble.com>
	<1413301826291-58809.post@n7.nabble.com>
	<20141014165330.GG3599@jibsheet.com>
	<1413310977462-58819.post@n7.nabble.com>
Message-ID: <20141014184103.GL3599@jibsheet.com>

On Tue, Oct 14, 2014 at 11:22:57AM -0700, fleon wrote:
> The NotifyActor documentation says that RT doesn't notify the person that
> does an update, however IMHO cron should be exempted by default since you
> don't usually run cron jobs in response of events (aren't scrips for that?).
> No biggie since the example shows how to overrule this.

You're using Scrip conditions and actions to implement your cron, so
if you want their behavior to be different, you need to tell them that
(they don't know or care how they're being accessed and adding more
logic doesn't seem sensible).

-kevin
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From fleon at seguroscatatumbo.com  Tue Oct 14 17:22:55 2014
From: fleon at seguroscatatumbo.com (fleon)
Date: Tue, 14 Oct 2014 14:22:55 -0700 (MST)
Subject: [rt-users] Send email reminder fails with undefined value
In-Reply-To: <1413296207282-58805.post@n7.nabble.com>
References: <1413296207282-58805.post@n7.nabble.com>
Message-ID: <1413321775349-58823.post@n7.nabble.com>

I am finding that RT::Action::Notify is recording onto the history of the
ticket. Is there a way to remove this?

I am getting "root (RT) - Outgoing email recorded" entries everywhere.



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From rjandric at yahoo.com  Wed Oct 15 00:02:04 2014
From: rjandric at yahoo.com (rjandric)
Date: Tue, 14 Oct 2014 21:02:04 -0700 (MST)
Subject: Change AutoResponse Global Template based on time of the day
Message-ID: <1413345724312-58824.post@n7.nabble.com>

I have to modify the global template in RT so the AutoResponse via email is
different during office hours and after hours. For Example at 9AM it should
say Thank you for contacting Help-desk etc. , and at 5PM will say that the
office is currently closed, all tickets will be looked at tomorrow morning.
Now, I have achieve this modifying directly using simple MySQL statement in
bash script to insert my text in the rtdb.Templates table Contents field and
injecting the text form the text files. Although it works with Cron jobs
running at 9AM and 5PM, I was wondering if there is a way to do it via API,
since it is more elegant and overall better solution.



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From lists at mhcsoftware.de  Wed Oct 15 03:07:42 2014
From: lists at mhcsoftware.de (Matthias Henze)
Date: Wed, 15 Oct 2014 09:07:42 +0200
Subject: [rt-users] Reopen closed ticket
Message-ID: <543E1D3E.1050904@mhcsoftware.de>

Hi,

how can an AGENT reopen a closed (NOT resolved, closed) ticket?

TIA
Matthias


-- 

MHC SoftWare GmbH
Fichtera 17                  
96274 Itzgrund/Germany   

voice: +49-(0)9533-92006-0
fax: +49-(0)9533-92006-6
e-mail: info at mhcsoftware.de

HR Coburg: B2242
Gesch?ftsf?hrer: Matthias Henze





From CPages at datacorp.fr  Wed Oct 15 04:01:43 2014
From: CPages at datacorp.fr (Cedric Pages)
Date: Wed, 15 Oct 2014 08:01:43 +0000
Subject: [rt-users] hide version
Message-ID: <F40CD594D9BBDC42855F54FE1A415D32F4FEB0@Datacorp-Exchan.datacorp.dom>

Hi there,

I?m trying to hide version on login page with version 4.2.8 but without success.
Anybody has already done it and would be any help?
Thanks.

C?dric Pag?s
Ing?nieur syst?mes r?seaux
291 rue Albert Caquot-  PETRA B - 06560 Sophia Antipolis -FRANCE
cpages at datacorp.fr<mailto:cpages at datacorp.fr>               www.datacorp.fr<http://www.datacorp.fr/>
Tel : 0825 595 005 - Fax : 04 22 13 01 23

[cid:image001.png at 01CEF839.D153FDD0]

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From elacour at easter-eggs.com  Wed Oct 15 04:08:48 2014
From: elacour at easter-eggs.com (Emmanuel Lacour)
Date: Wed, 15 Oct 2014 10:08:48 +0200
Subject: [rt-users] hide version
In-Reply-To: <F40CD594D9BBDC42855F54FE1A415D32F4FEB0@Datacorp-Exchan.datacorp.dom>
References: <F40CD594D9BBDC42855F54FE1A415D32F4FEB0@Datacorp-Exchan.datacorp.dom>
Message-ID: <543E2B90.4050607@easter-eggs.com>

Le 15/10/2014 10:01, Cedric Pages a ?crit :
> Hi there,
> 
>  
> 
> I?m trying to hide version on login page with version 4.2.8 but without
> success.
> 
> Anybody has already done it and would be any help?
> 
>

grep for RT::VERSION in share/html and you will find which files you
have to patch ;)

Remember to hide also your ssl version if you trust "security by
obscurity" ;)

-- 
Easter-eggs                              Sp?cialiste GNU/Linux
44-46 rue de l'Ouest  -  75014 Paris  -  France -  M?tro Gait?
Phone: +33 (0) 1 43 35 00 37    -   Fax: +33 (0) 1 43 35 00 76
mailto:elacour at easter-eggs.com  -   http://www.easter-eggs.com


From elacour at easter-eggs.com  Wed Oct 15 04:14:13 2014
From: elacour at easter-eggs.com (Emmanuel Lacour)
Date: Wed, 15 Oct 2014 10:14:13 +0200
Subject: [rt-users] Change AutoResponse Global Template based on time of
 the day
In-Reply-To: <mailman.2331.1413345842.2098.rt-users@lists.bestpractical.com>
References: <mailman.2331.1413345842.2098.rt-users@lists.bestpractical.com>
Message-ID: <543E2CD5.2020503@easter-eggs.com>

I think (never tried) that it could be possible to write a custom scrip
action that select the template based on a time condition.

This way you have just to use this action where needed and create the
pre-defined templates without changing them dynamically.

You can also write perl conditions in your template, using {}. Thought
too much perl in templates make them often difficult to read/modify.

If you prefer to stay with a cron job you would better write it using
perl and use the RT API to change the template. Writing directly to the
RT DB is always a bad idea imho.


-- 
Easter-eggs                              Sp?cialiste GNU/Linux
44-46 rue de l'Ouest  -  75014 Paris  -  France -  M?tro Gait?
Phone: +33 (0) 1 43 35 00 37    -   Fax: +33 (0) 1 43 35 00 76
mailto:elacour at easter-eggs.com  -   http://www.easter-eggs.com


From elacour at easter-eggs.com  Wed Oct 15 04:19:08 2014
From: elacour at easter-eggs.com (Emmanuel Lacour)
Date: Wed, 15 Oct 2014 10:19:08 +0200
Subject: [rt-users] Reopen closed ticket
In-Reply-To: <543E1D3E.1050904@mhcsoftware.de>
References: <543E1D3E.1050904@mhcsoftware.de>
Message-ID: <543E2DFC.9070907@easter-eggs.com>

Le 15/10/2014 09:07, Matthias Henze a ?crit :
> Hi,
> 
> how can an AGENT reopen a closed (NOT resolved, closed) ticket?
> 
>

there isn't a stock "closed" status in standard RT. If you have one,
it's because you changed lifecycles (I expect you have a recent version).

You can use those Lifecycles (see
http://www.bestpractical.com/docs/rt/4.2/customizing/lifecycles.html) to
setup this:

an allowed transition:
transitions => {
	...
	closed => [ 'open', ],


a dedicated right if needed:
rights => {
	'closed -> open' => 'ReOpenTicket',

an action to let users do this in ticket action menu:
actions => {
	...
	'closed -> open' => { label => 'Re-open', update => 'Comment' },

-- 
Easter-eggs                              Sp?cialiste GNU/Linux
44-46 rue de l'Ouest  -  75014 Paris  -  France -  M?tro Gait?
Phone: +33 (0) 1 43 35 00 37    -   Fax: +33 (0) 1 43 35 00 76
mailto:elacour at easter-eggs.com  -   http://www.easter-eggs.com


From rcolen at experty.com  Wed Oct 15 04:21:47 2014
From: rcolen at experty.com (Rinke Colen)
Date: Wed, 15 Oct 2014 10:21:47 +0200
Subject: [rt-users] Date formatting
In-Reply-To: <CABj2uyqZKXCbjFef9XGsbCxTkNXFnWuNiC76Lb7YJLwWBHzSPA@mail.gmail.com>
References: <CABj2uyqK61SRe0rmMur-TS-U0Ot7bZFTtWP9-N5Y3UsWB8tD4g@mail.gmail.com>
	<5435A43F.10705@xs4all.nl>
	<CABj2uyqZKXCbjFef9XGsbCxTkNXFnWuNiC76Lb7YJLwWBHzSPA@mail.gmail.com>
Message-ID: <CABj2uyr7hQj+B-u1vNHm-_H3VBTb+vgEKVwbVhN+KSOZc4pqAw@mail.gmail.com>

Does anyone know how to format the date/time that {$Ticket->Created}
returns in my email template? I want it to read "Wednesday October 8, 2014
at 5:31 PM (CET)" or "Woensdag 8 oktober 2014 om 17:31 (CET)". (Second
version is Dutch.)

Rinke Colen
CTO
LinkedIn <http://www.linkedin.com/in/rinkecolen> | email
<rcolen at experty.com>

experty?
t: +31 (0)88 520 77 77
w: experty.com <http://www.experty.com/>

On Thu, Oct 9, 2014 at 2:03 PM, Rinke Colen <rcolen at experty.com> wrote:

> Thanks. I'm afraid I still don't understand what to do however. I looked
> at the links but the two threads don't really apply to my situation and the
> RT::Date documentation is too general for me to be able to translate it
> into a solution, with my limited knowledge of Perl. It clearly has
> something to do with "Output formatters" but I don't understand how to use
> them.
>
> If it's not too much to ask, then what would really help me is to see some
> code that could replace {$Ticket->Created} to yield the output I need.
>
> Rinke
>
>
> On Wed, Oct 8, 2014 at 10:53 PM, Joop <jvdwege at xs4all.nl> wrote:
>
>> On 8-10-2014 17:55, Rinke Colen wrote:
>> > I want to mention the ticket creation date in an auto reply. I use the
>> > following code snippet in my email template: {$Ticket->Created}. This
>> > produces the string "2014-10-08 15:31:24" (UTC) but I want to show
>> > "October 8, 2014 at 5:31 PM" (CET) is one place and "8 oktober 2014 om
>> > 17:31" in another place. (The word "oktober" in the second string is
>> > Dutch.) How can I format the timestamps?
>> >
>> Have look at the following 3 links:
>> http://bestpractical.com/docs/rt/4.2/RT/Date.html
>> http://www.gossamer-threads.com/lists/rt/users/52528
>> http://www.gossamer-threads.com/lists/rt/users/15445
>>
>> > On a procedural note: I'm not sure if this question conforms to
>> > requirements of this mailing list. I have searched the history of this
>> > list since I joined for an answer, but don't know where to find the rest
>> > of the history. Also I know very little about Perl. I'm slightly worried
>> > that my question is too "dumb". But I have many more of these newbie
>> > questions. Can I just ask them here? (I.e. if I don't find the answer in
>> > the mailing list history, the documentation on bestpractical.com
>> > <http://bestpractical.com> or on the the wiki.)
>> >
>> I'll help any Dutchmen anytime :-)
>>
>> Regards,
>>
>> Joop
>
>
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From elacour at easter-eggs.com  Wed Oct 15 04:23:48 2014
From: elacour at easter-eggs.com (Emmanuel Lacour)
Date: Wed, 15 Oct 2014 10:23:48 +0200
Subject: [rt-users] Emails to Queue Alias, still merge to other queue
In-Reply-To: <CAK--xpbSYR+SQkbFsERcWw3CJqUqReL9BJ96cJsP7fci+GfK-Q@mail.gmail.com>
References: <CAK--xpbSYR+SQkbFsERcWw3CJqUqReL9BJ96cJsP7fci+GfK-Q@mail.gmail.com>
Message-ID: <543E2F14.1030805@easter-eggs.com>

Le 09/10/2014 21:41, Root Kev a ?crit :
> Hello,
> 
> We have setup aliases for sendmail that route incoming emails to the
> correct queue:
> Example:
> 
> #RT Mailgate user for "it"
> it: "|/opt/rt4/bin/rt-mailgate --queue 'it' --action correspond --url
> http://tracker.company.net/rt"
> it-comment: "|/opt/rt4/bin/rt-mailgate --queue 'it' --action comment
> --url http://tracker.company.net/rt/"
> 
> #RT Mailgate user for "production"
> production: "|/opt/rt4/bin/rt-mailgate --queue 'production' --action
> correspond --url http://tracker.company.net/rt""
> production-comment: "|/opt/rt4/bin/rt-mailgate --queue production
> --action comment --url http://tracker.company.net/rt/"
> 
> 
> We have started having an issue when an internal user forwards an email
> with [ company.com <http://company.com> #1234] that they have been CCed
> on, to a production support queue by changing the To address to the
> email address for that queue, but RT is seeing the original ticket
> number in the subject and is merging the email with the comment to the
> original ticket.
> 
> This has caused comments meant for internal users, ie: "Is this a bug?"
> to be sent to a customer unintentionally.
> 
> Is there any way to force RT to respect the incoming email/queue from
> rt-mailgate over merging by the ticket numbers (when this type of thing
> occurs)?
> 


no, you have to patch RT (lib/RT/Interfaces/Email.pm:sub Gateway) or
disallow the user to send a mail to a queue where the ticket doesn't
belong to, by writing a MailPlugin
(http://www.bestpractical.com/docs/rt/4.2/rt-mailgate.html#WRITING-PLUGINS).


-- 
Easter-eggs                              Sp?cialiste GNU/Linux
44-46 rue de l'Ouest  -  75014 Paris  -  France -  M?tro Gait?
Phone: +33 (0) 1 43 35 00 37    -   Fax: +33 (0) 1 43 35 00 76
mailto:elacour at easter-eggs.com  -   http://www.easter-eggs.com


From elacour at easter-eggs.com  Wed Oct 15 04:26:24 2014
From: elacour at easter-eggs.com (Emmanuel Lacour)
Date: Wed, 15 Oct 2014 10:26:24 +0200
Subject: [rt-users] Exporting "Time spent" transactions
In-Reply-To: <CADsifHQ__kgboeDv5g583x_8fouHG9k47EV1tPoxmurepox7Kw@mail.gmail.com>
References: <CADsifHQ__kgboeDv5g583x_8fouHG9k47EV1tPoxmurepox7Kw@mail.gmail.com>
Message-ID: <543E2FB0.1050007@easter-eggs.com>

Le 09/10/2014 03:48, Gaston Huot a ?crit :
> Hello.
> 
> Is there a simple and easy way to *export *all (or some) "time spent"
> transactions.
> 
> By "simple" I mean just using the basic RT functionality.
> 


you cannot export "transactions" using RT UI. You can just export
tickets (and their timeworked value for example). To export
transactions, you have either to write a custom perl script using the RT
API (not that difficult if you know perl) or select from the
transactions table of the DB.


-- 
Easter-eggs                              Sp?cialiste GNU/Linux
44-46 rue de l'Ouest  -  75014 Paris  -  France -  M?tro Gait?
Phone: +33 (0) 1 43 35 00 37    -   Fax: +33 (0) 1 43 35 00 76
mailto:elacour at easter-eggs.com  -   http://www.easter-eggs.com


From cloos at netcologne.de  Wed Oct 15 04:29:12 2014
From: cloos at netcologne.de (Christian Loos)
Date: Wed, 15 Oct 2014 10:29:12 +0200
Subject: [rt-users] Date formatting
In-Reply-To: <CABj2uyr7hQj+B-u1vNHm-_H3VBTb+vgEKVwbVhN+KSOZc4pqAw@mail.gmail.com>
References: <CABj2uyqK61SRe0rmMur-TS-U0Ot7bZFTtWP9-N5Y3UsWB8tD4g@mail.gmail.com>	<5435A43F.10705@xs4all.nl>	<CABj2uyqZKXCbjFef9XGsbCxTkNXFnWuNiC76Lb7YJLwWBHzSPA@mail.gmail.com>
	<CABj2uyr7hQj+B-u1vNHm-_H3VBTb+vgEKVwbVhN+KSOZc4pqAw@mail.gmail.com>
Message-ID: <543E3058.4060402@netcologne.de>

Am 15.10.2014 um 10:21 schrieb Rinke Colen:
> Does anyone know how to format the date/time that {$Ticket->Created}
> returns in my email template? I want it to read "Wednesday October 8,
> 2014 at 5:31 PM (CET)" or "Woensdag 8 oktober 2014 om 17:31 (CET)".
> (Second version is Dutch.)
> 
> Rinke Colen
> CTO
> LinkedIn <http://www.linkedin.com/in/rinkecolen> | email
> <mailto:rcolen at experty.com>
> 
> experty?
> t: +31 (0)88 520 77 77
> w: experty.com <http://www.experty.com/>

{$Ticket->CreatedObj->AsString()}

Chris


From elacour at easter-eggs.com  Wed Oct 15 04:29:58 2014
From: elacour at easter-eggs.com (Emmanuel Lacour)
Date: Wed, 15 Oct 2014 10:29:58 +0200
Subject: [rt-users] Date formatting
In-Reply-To: <CABj2uyr7hQj+B-u1vNHm-_H3VBTb+vgEKVwbVhN+KSOZc4pqAw@mail.gmail.com>
References: <CABj2uyqK61SRe0rmMur-TS-U0Ot7bZFTtWP9-N5Y3UsWB8tD4g@mail.gmail.com>	<5435A43F.10705@xs4all.nl>	<CABj2uyqZKXCbjFef9XGsbCxTkNXFnWuNiC76Lb7YJLwWBHzSPA@mail.gmail.com>
	<CABj2uyr7hQj+B-u1vNHm-_H3VBTb+vgEKVwbVhN+KSOZc4pqAw@mail.gmail.com>
Message-ID: <543E3086.2060409@easter-eggs.com>

Le 15/10/2014 10:21, Rinke Colen a ?crit :
> Does anyone know how to format the date/time that {$Ticket->Created}
> returns in my email template? I want it to read "Wednesday October 8,
> 2014 at 5:31 PM (CET)" or "Woensdag 8 oktober 2014 om 17:31 (CET)".
> (Second version is Dutch.)
> 


Use $Ticket->CreatedObj instead of $Ticket->Created, this will give you
an RT::Date object. Then look at lib/RT/Date.pm there is many formatting
methods. If none suit your needs, you can "easily" write new one in
local/lib/RT/Date_Local.pm


-- 
Easter-eggs                              Sp?cialiste GNU/Linux
44-46 rue de l'Ouest  -  75014 Paris  -  France -  M?tro Gait?
Phone: +33 (0) 1 43 35 00 37    -   Fax: +33 (0) 1 43 35 00 76
mailto:elacour at easter-eggs.com  -   http://www.easter-eggs.com


From rcolen at experty.com  Wed Oct 15 04:40:46 2014
From: rcolen at experty.com (Rinke Colen)
Date: Wed, 15 Oct 2014 10:40:46 +0200
Subject: [rt-users] Date formatting
In-Reply-To: <543E3086.2060409@easter-eggs.com>
References: <CABj2uyqK61SRe0rmMur-TS-U0Ot7bZFTtWP9-N5Y3UsWB8tD4g@mail.gmail.com>
	<5435A43F.10705@xs4all.nl>
	<CABj2uyqZKXCbjFef9XGsbCxTkNXFnWuNiC76Lb7YJLwWBHzSPA@mail.gmail.com>
	<CABj2uyr7hQj+B-u1vNHm-_H3VBTb+vgEKVwbVhN+KSOZc4pqAw@mail.gmail.com>
	<543E3086.2060409@easter-eggs.com>
Message-ID: <CABj2uyqPdRgvgPW4dj2=a=4hdHYh3TMxAS4KhrjPySpOvMxMow@mail.gmail.com>

On Wed, Oct 15, 2014 at 10:29 AM, Emmanuel Lacour
<elacour at easter-eggs.com> wrote:
> Le 15/10/2014 10:21, Rinke Colen a ?crit :
> > Does anyone know how to format the date/time that {$Ticket->Created}
> > returns in my email template? I want it to read "Wednesday October 8,
> > 2014 at 5:31 PM (CET)" or "Woensdag 8 oktober 2014 om 17:31 (CET)".
> > (Second version is Dutch.)
>
> Use $Ticket->CreatedObj instead of $Ticket->Created, this will give you
> an RT::Date object. Then look at lib/RT/Date.pm there is many formatting
> methods. If none suit your needs, you can "easily" write new one in
> local/lib/RT/Date_Local.pm

OK, great. Problem is that my Perl knowledge is too small to fully
understand the documentation on RT::Date or how to use the formatters
it mentions. Could anyone give an example?


From elacour at easter-eggs.com  Wed Oct 15 05:06:08 2014
From: elacour at easter-eggs.com (Emmanuel Lacour)
Date: Wed, 15 Oct 2014 11:06:08 +0200
Subject: [rt-users] Date formatting
In-Reply-To: <CABj2uyqPdRgvgPW4dj2=a=4hdHYh3TMxAS4KhrjPySpOvMxMow@mail.gmail.com>
References: <CABj2uyqK61SRe0rmMur-TS-U0Ot7bZFTtWP9-N5Y3UsWB8tD4g@mail.gmail.com>	<5435A43F.10705@xs4all.nl>	<CABj2uyqZKXCbjFef9XGsbCxTkNXFnWuNiC76Lb7YJLwWBHzSPA@mail.gmail.com>	<CABj2uyr7hQj+B-u1vNHm-_H3VBTb+vgEKVwbVhN+KSOZc4pqAw@mail.gmail.com>	<543E3086.2060409@easter-eggs.com>
	<CABj2uyqPdRgvgPW4dj2=a=4hdHYh3TMxAS4KhrjPySpOvMxMow@mail.gmail.com>
Message-ID: <543E3900.8050707@easter-eggs.com>

Le 15/10/2014 10:40, Rinke Colen a ?crit :
> 
> 
> OK, great. Problem is that my Perl knowledge is too small to fully
> understand the documentation on RT::Date or how to use the formatters
> it mentions. Could anyone give an example?
> 


$Ticket->CreatedObj->LocalizedDateTime( DateFormat =>
'date_format_full', TImeFormat => 'time_format_full', AbbrDay => 0,
AbbrMonth => 0, Timezone => 'user' );

Montag, 19. Mai 2014 16:04:29

is not far thant what you want


else you have to write a custom method ...

-- 
Easter-eggs                              Sp?cialiste GNU/Linux
44-46 rue de l'Ouest  -  75014 Paris  -  France -  M?tro Gait?
Phone: +33 (0) 1 43 35 00 37    -   Fax: +33 (0) 1 43 35 00 76
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From fleon at seguroscatatumbo.com  Wed Oct 15 08:20:12 2014
From: fleon at seguroscatatumbo.com (fleon)
Date: Wed, 15 Oct 2014 05:20:12 -0700 (MST)
Subject: [rt-users] Send email reminder fails with undefined value
In-Reply-To: <1413321775349-58823.post@n7.nabble.com>
References: <1413296207282-58805.post@n7.nabble.com>
	<1413321775349-58823.post@n7.nabble.com>
Message-ID: <1413375612200-58838.post@n7.nabble.com>

I found the thread on the list
http://requesttracker.8502.n7.nabble.com/Suppressing-RT-System-itself-entries-in-Ticket-History-td52865.html
that explains that a method to suppress these kind of elements in the ticket
history is to code a callback where you can skip some transactions.

What would be the name of the transaction i need to skip? I only want to
suppress outgoing emails done by the root user itself (i have another super
user - myself, and i don't want to skip from that)



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From elacour at easter-eggs.com  Wed Oct 15 08:37:18 2014
From: elacour at easter-eggs.com (Emmanuel Lacour)
Date: Wed, 15 Oct 2014 14:37:18 +0200
Subject: [rt-users] Send email reminder fails with undefined value
In-Reply-To: <1413375612200-58838.post@n7.nabble.com>
References: <1413296207282-58805.post@n7.nabble.com>	<1413321775349-58823.post@n7.nabble.com>
	<1413375612200-58838.post@n7.nabble.com>
Message-ID: <543E6A7E.9090201@easter-eggs.com>

Le 15/10/2014 14:20, fleon a ?crit :
> I found the thread on the list
> http://requesttracker.8502.n7.nabble.com/Suppressing-RT-System-itself-entries-in-Ticket-History-td52865.html
> that explains that a method to suppress these kind of elements in the ticket
> history is to code a callback where you can skip some transactions.
> 
> What would be the name of the transaction i need to skip? I only want to
> suppress outgoing emails done by the root user itself (i have another super
> user - myself, and i don't want to skip from that)
> 
> 

here is a part of what I use here. I Hide most day to day useless
transaction in ticket display page, thought I allow to see all when
clicking on History link. You should find what you wan't in this sample
code :)

local/html/Callbacks/YourOrg/Elements/ShowHistory/SkipTransaction:


<%init>
# Hide systems transaction (except comments/corresponds) in history by
default
$$skip = 1 if ( ( $r->uri && $r->uri !~ /History.html/ )
    && ( ( $Transaction->Type && $Transaction->Type =~
m/^(EmailRecord|CommentEmailRecord|CustomField)$/ )
    || ( $Transaction->Field && $Transaction->Field =~
m/^(Owner|Status|Queue|EeCustomer)$/ )
    ) );
</%init>
<%args>
$Transaction => undef
$skip => undef
</%args>




-- 
Easter-eggs                              Sp?cialiste GNU/Linux
44-46 rue de l'Ouest  -  75014 Paris  -  France -  M?tro Gait?
Phone: +33 (0) 1 43 35 00 37    -   Fax: +33 (0) 1 43 35 00 76
mailto:elacour at easter-eggs.com  -   http://www.easter-eggs.com


From woody at wildthingsafaris.com  Wed Oct 15 09:00:01 2014
From: woody at wildthingsafaris.com (Woody - Wild Things)
Date: Wed, 15 Oct 2014 16:00:01 +0300
Subject: [rt-users] RT::Extenstion::Timeline
In-Reply-To: <20141014165508.GH3599@jibsheet.com>
References: <54385765.7030003@wildthingsafaris.com>
	<20141014165508.GH3599@jibsheet.com>
Message-ID: <543E6FD1.9070801@wildthingsafaris.com>

The author Todd Chapman said he is no-longer using or developing for RT :(

I will take a look but i suspect it is beyond my capability, so if 
anyone else has interest in this excellent visualization tool I would be 
keen for them to get involved

w.

On 14/10/14 19:55, Kevin Falcone wrote:
> On Sat, Oct 11, 2014 at 01:02:13AM +0300, Woody - Wild Things wrote:
>> Does anyone have any info regarding MIT/smile's timeline extension (http://search.cpan.org/~htchapman/RTx-Timeline-0.03/lib/RT/Extension/Timeline.pm)
>>
>> It was a great feature for 3.x but seems to be not current with 4.x
> What did the author say when you contacted them?
>
> That module is not maintained by Best Practical, so we don't update
> it.  No client has asked us to update it and send patches to the
> author either.
>
> -kevin
>
>

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From mike.johnson at nosm.ca  Wed Oct 15 11:56:38 2014
From: mike.johnson at nosm.ca (Mike Johnson)
Date: Wed, 15 Oct 2014 11:56:38 -0400
Subject: [rt-users] Handful of users showing up in owner dropdown but
 have no access
In-Reply-To: <20141014165608.GI3599@jibsheet.com>
References: <CAFuoEe-ZVmJHtT=W+P1B8Qxbws1HreVdsS31A=Y_Qwdy2pHtGQ@mail.gmail.com>
	<20141014165608.GI3599@jibsheet.com>
Message-ID: <CAFuoEe_VFKX8Oah=+qKjD+0TvTSthYO54Zo2in+6QP1rmxGO3w@mail.gmail.com>

I did that query and it returned 26 rows.
All of the returned rows say the PrinicpalType is Group, which I would
assume means the 'OwnTicket' right is not granted to a specific user
anywhere in RT.


I didn't want to make that assumption, just in case it was incorrect, so I
took a look at the data schema for 3.8.10, which I believe is here:
http://bestpractical.com/rt/3.4-schema.png (note** My SQL skills are
extremely rusty... been working in a Unidata database for 13-14 yrs)

It looks like ACL.PrincipalId is a foreign key to Principals, and id is the
primary key for Principals and Users?

With that scenario, I ran a query linking them all together and attempting
to return user info for any of the 26 rows from the original query. No user
info is returned for any of them (query used below)
mysql> select p.id,p.PrincipalType,u.Name,u.EmailAddress,u.RealName
    ->  from Principals p
    ->  left join ACL a on a.PrincipalId = p.id
    ->  left join Users u on u.id = p.id
    ->  where a.RightName='OwnTicket';


Just for a wild attempt at getting what I was expecting based on Kevin's
response (I wanted to see 5 users that had the 'OwnTicket' right) I tried
switching to ACL.id as a foreign key. It returned only 9 rows, only 2 of
which were users, but neither were the users that are showing up in the
Owner dropdown that shouldn't be. I believe this was just chance, garbage
data, as I believe the first query showed the real results, but I was
fishing...

With this information I did some more investigating to understand the
symptom better. It looks like these users only show up in the owner
dropdown of Queues that existed prior to our upgrade from 3.2.1 -> 3.8.10.

Could there have been something missed in this upgrade?

Thanks!
Mike.

On Tue, Oct 14, 2014 at 12:56 PM, Kevin Falcone <falcone at bestpractical.com>
wrote:

> On Fri, Oct 10, 2014 at 01:47:59PM -0400, Mike Johnson wrote:
> > I look at the list of owners for a queue, and there are 5 users that
> show up in
> > that list(that shouldn't be there), but when I go to their account, they
> aren't
> > part of any groups, and they don't have any rights assigned to them
> > specifically that I can see(at the user level, or at any queue level).
>
> Generally this means some queue granted OwnTicket to Unprivileged,
> check all your queues, even your disabled ones.  Alternately, select *
> from ACL where RightName = 'OwnTicket' and work the other way.
>
> RT 4.2 explicitly excludes Unprivileged users from the OwnTicket
> dropdown because of this someone common mistake.
>
> -kevin
>
> --
> RT Training November 4 & 5 Los Angeles
> http://bestpractical.com/training
>
>


-- 
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
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From mike.johnson at nosm.ca  Wed Oct 15 13:37:09 2014
From: mike.johnson at nosm.ca (Mike Johnson)
Date: Wed, 15 Oct 2014 13:37:09 -0400
Subject: [rt-users] Emails to Queue Alias, still merge to other queue
In-Reply-To: <543E2F14.1030805@easter-eggs.com>
References: <CAK--xpbSYR+SQkbFsERcWw3CJqUqReL9BJ96cJsP7fci+GfK-Q@mail.gmail.com>
	<543E2F14.1030805@easter-eggs.com>
Message-ID: <CAFuoEe88Ykg8LokwTpq+jU1W0mQdNFHmE-wvwjF0bt-3Kj3r6Q@mail.gmail.com>

This may not be the best solution, but it would be a solution.

If you had each queue in it's own instance, or at least grouping the queues
into their own instances of RT in which each queue in RTinstance1 would
never have an email forwarded to any other queue in RTinstance1...

Again, probably isn't what you'd like to do, but it is possible to prevent
the problem you are having by doing this.
Mike.

On Wed, Oct 15, 2014 at 4:23 AM, Emmanuel Lacour <elacour at easter-eggs.com>
wrote:

> Le 09/10/2014 21:41, Root Kev a ?crit :
> > Hello,
> >
> > We have setup aliases for sendmail that route incoming emails to the
> > correct queue:
> > Example:
> >
> > #RT Mailgate user for "it"
> > it: "|/opt/rt4/bin/rt-mailgate --queue 'it' --action correspond --url
> > http://tracker.company.net/rt"
> > it-comment: "|/opt/rt4/bin/rt-mailgate --queue 'it' --action comment
> > --url http://tracker.company.net/rt/"
> >
> > #RT Mailgate user for "production"
> > production: "|/opt/rt4/bin/rt-mailgate --queue 'production' --action
> > correspond --url http://tracker.company.net/rt""
> > production-comment: "|/opt/rt4/bin/rt-mailgate --queue production
> > --action comment --url http://tracker.company.net/rt/"
> >
> >
> > We have started having an issue when an internal user forwards an email
> > with [ company.com <http://company.com> #1234] that they have been CCed
> > on, to a production support queue by changing the To address to the
> > email address for that queue, but RT is seeing the original ticket
> > number in the subject and is merging the email with the comment to the
> > original ticket.
> >
> > This has caused comments meant for internal users, ie: "Is this a bug?"
> > to be sent to a customer unintentionally.
> >
> > Is there any way to force RT to respect the incoming email/queue from
> > rt-mailgate over merging by the ticket numbers (when this type of thing
> > occurs)?
> >
>
>
> no, you have to patch RT (lib/RT/Interfaces/Email.pm:sub Gateway) or
> disallow the user to send a mail to a queue where the ticket doesn't
> belong to, by writing a MailPlugin
> (http://www.bestpractical.com/docs/rt/4.2/rt-mailgate.html#WRITING-PLUGINS
> ).
>
>
> --
> Easter-eggs                              Sp?cialiste GNU/Linux
> 44-46 rue de l'Ouest  -  75014 Paris  -  France -  M?tro Gait?
> Phone: +33 (0) 1 43 35 00 37    -   Fax: +33 (0) 1 43 35 00 76
> mailto:elacour at easter-eggs.com  -   http://www.easter-eggs.com
> --
> RT Training November 4 & 5 Los Angeles
> http://bestpractical.com/training
>



-- 
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
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From rjandric at yahoo.com  Wed Oct 15 13:48:37 2014
From: rjandric at yahoo.com (rjandric)
Date: Wed, 15 Oct 2014 10:48:37 -0700 (MST)
Subject: Change AutoResponse Global Template based on time of the day
In-Reply-To: <543E2CD5.2020503@easter-eggs.com>
References: <mailman.2331.1413345842.2098.rt-users@lists.bestpractical.com>
	<543E2CD5.2020503@easter-eggs.com>
Message-ID: <1413395317142-58844.post@n7.nabble.com>

Thank you Emmanuel!
I was looking into it and since Perl is not my first language ;) I was
thinking on using custom conditions something like listed here:
http://requesttracker.wikia.com/wiki/CustomConditionSnippets
The idea is to have 2 AutoResponse templates with different messages, one
for daytime own done for after hours. When the ticket is created, this
condition is evaluated and proper AutoResponse Template is used. I was
thinking about something along these lines (snippet from the web):


#!/usr/local/bin/perl
 
@months = qw( Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec );
@days = qw(Sun Mon Tue Wed Thu Fri Sat Sun);

($sec,$min,$hour,$mday,$mon,$year,$wday,$yday,$isdst) = localtime();
print "$mday $months[$mon] $days[$wday]\n";



Modifying above script I can get the value of $hour and put it in the
conditional statement:

if ($hour >= 8 && $hour <= 17) return 1 
and in second template
if ($hour < 8 && $hour > 17) return 1 




Am I on the right track?

Thanks!
Rad




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From wclarke at simons-rock.edu  Wed Oct 15 14:08:25 2014
From: wclarke at simons-rock.edu (William Clarke)
Date: Wed, 15 Oct 2014 14:08:25 -0400
Subject: [rt-users] porting over Asset Tracker info to a new instance
In-Reply-To: <5550_1413232706_543C3842_5550_382_1_543C3617.2020102@simons-rock.edu>
References: <5550_1413232706_543C3842_5550_382_1_543C3617.2020102@simons-rock.edu>
Message-ID: <543EB819.5020202@simons-rock.edu>

RT,

Little more info...

I have migrated\updated rt3 database to a fresh install of rt4.2.8. So I 
can bounce back and forth between rt3 database and rt4 database with 
$DatabaseName in RT_SiteConfig.pm.

rt4 database has "RT::Extension::Assets" plugin working however the 
tables (rtxassets, rtxassets_id_seq, rtxcatalogs, rtxcatalogs_id_seq) 
aren't populated due to this being a fresh database.

old rt3 build\database on the other hand had "RTx::AssetTracker" 
installed so it has the following tables\sequences that rt4 does not 
(at_assets, at_assets_id_seq, at_ips, at_ips_id_seq, at_ports, 
at_ports_id_seq, at_types, at_types_id_seq)

Installing AT3.0 has given me some issues with both rt3 and rt4 
database. It appears it's no longer supportd after rt4.0.0. We were 
hoping you guys could shed some light on this for us. How can we migrate 
our old Asset Tracker data into rt4 database or maybe get rt3 database 
fully functional on 4.2.8.

Thanks,
Willie

William Clarke
ITS System Administrator
Bard College at Simon's Rock
84 Alford Road
Great Barrington, MA  01230
(413) 528-7428 (voice)
(413) 528-7405 (fax)
wclarke at simons-rock.edu

On 10/13/2014 4:29 PM, charlie derr wrote:
> Greetings,
>
> We've been using RT for several years and have a lot of data inside our old instance
> (which is running RT 3.8.4 with the Asset Tracker module).  My colleague Will has
> done some good work with spinning up a new version (and with the help of the list
> getting it integrated with our LDAP) which is running 4.2.8.  Both the new and the
> old are running off of postgres underneath.
>
> Does anyone have any advice about how we can most efficiently migrate over our custom
> asset types and asset information into the new version?
>
>       thanks so much in advance,
>             ~c

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From fleon at seguroscatatumbo.com  Wed Oct 15 14:38:09 2014
From: fleon at seguroscatatumbo.com (fleon)
Date: Wed, 15 Oct 2014 11:38:09 -0700 (MST)
Subject: [rt-users] Send email reminder fails with undefined value
In-Reply-To: <543E6A7E.9090201@easter-eggs.com>
References: <1413296207282-58805.post@n7.nabble.com>
	<1413321775349-58823.post@n7.nabble.com>
	<1413375612200-58838.post@n7.nabble.com>
	<543E6A7E.9090201@easter-eggs.com>
Message-ID: <1413398289525-58847.post@n7.nabble.com>

I am having issues making your example work.
I created
/opt/rt4/local/html/MyCallbacks//Elements/ShowHistory/SkipTransaction and it
contains the following:



I restarted the webserver ,assigned permissions to the web user and deleted
the mason cache. I don't see any changes on either screen, my guess is that
the new code isn't even launching
How RT knows that it will look for the SkipTransaction file if i created a
new dir "MyCallbacks"

I would prefer RT::Action::Notify to not mess with the ticket altogether. 
How is people doing if using cron?


Emmanuel Lacour wrote
> local/html/Callbacks/YourOrg/Elements/ShowHistory/SkipTransaction:
> 
> <%init>
> # Hide systems transaction (except comments/corresponds) in history by
> default
> $$skip = 1 if ( ( $r->uri && $r->uri !~ /History.html/ )
>     && ( ( $Transaction->Type && $Transaction->Type =~
> m/^(EmailRecord|CommentEmailRecord|CustomField)$/ )
>     || ( $Transaction->Field && $Transaction->Field =~
> m/^(Owner|Status|Queue|EeCustomer)$/ )
>     ) );
> &lt;/%init&gt;
> <%args>
> $Transaction => undef
> $skip => undef
> &lt;/%args&gt;





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From Gaston at huot.me  Wed Oct 15 15:06:57 2014
From: Gaston at huot.me (huotg01)
Date: Wed, 15 Oct 2014 12:06:57 -0700 (MST)
Subject: [rt-users] Fwd: Request tracker, time worked
In-Reply-To: <CADsifHSERZgwjtPC8aGztDUirGBxzodTUvqDxC08ArcM2pK=cg@mail.gmail.com>
References: <CADsifHSERZgwjtPC8aGztDUirGBxzodTUvqDxC08ArcM2pK=cg@mail.gmail.com>
Message-ID: <1413400017466-58848.post@n7.nabble.com>

When I wrote "PF" in the previous message, I should have instead wrote "CF"
(for Customized Field).

Thanks

GH



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From root.kev at gmail.com  Wed Oct 15 16:59:19 2014
From: root.kev at gmail.com (Root Kev)
Date: Wed, 15 Oct 2014 16:59:19 -0400
Subject: [rt-users] Emails to Queue Alias, still merge to other queue
In-Reply-To: <543E2F14.1030805@easter-eggs.com>
References: <CAK--xpbSYR+SQkbFsERcWw3CJqUqReL9BJ96cJsP7fci+GfK-Q@mail.gmail.com>
	<543E2F14.1030805@easter-eggs.com>
Message-ID: <CAK--xpYZj0H=LpK1SQR288F5b8Q4kFRzp92yfwrg-_Y5w+5tzQ@mail.gmail.com>

Any chance you could point me in the right direction as to how to patch
Email.pm to do the routing based on recipient email address?

It would be impossible to manually block individual users from each queue
that they are not suppose to email to, especially when we have customer
support type queue.

Thanks,

Kevin

On Wed, Oct 15, 2014 at 4:23 AM, Emmanuel Lacour <elacour at easter-eggs.com>
wrote:

> Le 09/10/2014 21:41, Root Kev a ?crit :
> > Hello,
> >
> > We have setup aliases for sendmail that route incoming emails to the
> > correct queue:
> > Example:
> >
> > #RT Mailgate user for "it"
> > it: "|/opt/rt4/bin/rt-mailgate --queue 'it' --action correspond --url
> > http://tracker.company.net/rt"
> > it-comment: "|/opt/rt4/bin/rt-mailgate --queue 'it' --action comment
> > --url http://tracker.company.net/rt/"
> >
> > #RT Mailgate user for "production"
> > production: "|/opt/rt4/bin/rt-mailgate --queue 'production' --action
> > correspond --url http://tracker.company.net/rt""
> > production-comment: "|/opt/rt4/bin/rt-mailgate --queue production
> > --action comment --url http://tracker.company.net/rt/"
> >
> >
> > We have started having an issue when an internal user forwards an email
> > with [ company.com <http://company.com> #1234] that they have been CCed
> > on, to a production support queue by changing the To address to the
> > email address for that queue, but RT is seeing the original ticket
> > number in the subject and is merging the email with the comment to the
> > original ticket.
> >
> > This has caused comments meant for internal users, ie: "Is this a bug?"
> > to be sent to a customer unintentionally.
> >
> > Is there any way to force RT to respect the incoming email/queue from
> > rt-mailgate over merging by the ticket numbers (when this type of thing
> > occurs)?
> >
>
>
> no, you have to patch RT (lib/RT/Interfaces/Email.pm:sub Gateway) or
> disallow the user to send a mail to a queue where the ticket doesn't
> belong to, by writing a MailPlugin
> (http://www.bestpractical.com/docs/rt/4.2/rt-mailgate.html#WRITING-PLUGINS
> ).
>
>
> --
> Easter-eggs                              Sp?cialiste GNU/Linux
> 44-46 rue de l'Ouest  -  75014 Paris  -  France -  M?tro Gait?
> Phone: +33 (0) 1 43 35 00 37    -   Fax: +33 (0) 1 43 35 00 76
> mailto:elacour at easter-eggs.com  -   http://www.easter-eggs.com
> --
> RT Training November 4 & 5 Los Angeles
> http://bestpractical.com/training
>
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From elacour at easter-eggs.com  Thu Oct 16 04:04:01 2014
From: elacour at easter-eggs.com (Emmanuel Lacour)
Date: Thu, 16 Oct 2014 10:04:01 +0200
Subject: [rt-users] Change AutoResponse Global Template based on time of
 the day
In-Reply-To: <mailman.2342.1413395444.2098.rt-users@lists.bestpractical.com>
References: <mailman.2331.1413345842.2098.rt-users@lists.bestpractical.com>	<543E2CD5.2020503@easter-eggs.com>
	<mailman.2342.1413395444.2098.rt-users@lists.bestpractical.com>
Message-ID: <543F7BF1.2020402@easter-eggs.com>

Le 15/10/2014 19:50, rjandric via rt-users a ?crit :


In your custom condition you should be able to finish by:

if ($hours ...) {
  $self->SetTemplate("WorkingHoursTemplateName");

} elsif ($hours ....) {
  $self->SetTemplate("NonWorkingHoursTemplateName");
}

return 1;

-- 
Easter-eggs                              Sp?cialiste GNU/Linux
44-46 rue de l'Ouest  -  75014 Paris  -  France -  M?tro Gait?
Phone: +33 (0) 1 43 35 00 37    -   Fax: +33 (0) 1 43 35 00 76
mailto:elacour at easter-eggs.com  -   http://www.easter-eggs.com


From elacour at easter-eggs.com  Thu Oct 16 04:04:56 2014
From: elacour at easter-eggs.com (Emmanuel Lacour)
Date: Thu, 16 Oct 2014 10:04:56 +0200
Subject: [rt-users] Send email reminder fails with undefined value
In-Reply-To: <1413398289525-58847.post@n7.nabble.com>
References: <1413296207282-58805.post@n7.nabble.com>	<1413321775349-58823.post@n7.nabble.com>	<1413375612200-58838.post@n7.nabble.com>	<543E6A7E.9090201@easter-eggs.com>
	<1413398289525-58847.post@n7.nabble.com>
Message-ID: <543F7C28.7020707@easter-eggs.com>

Le 15/10/2014 20:38, fleon a ?crit :
> I am having issues making your example work.
> I created
> /opt/rt4/local/html/MyCallbacks//Elements/ShowHistory/SkipTransaction and it
> contains the following:
> 
> 

Wrong path, it must be:

/opt/rt4/local/html/Callbacks/Whatever/Elements/ShowHistory/SkipTransaction



-- 
Easter-eggs                              Sp?cialiste GNU/Linux
44-46 rue de l'Ouest  -  75014 Paris  -  France -  M?tro Gait?
Phone: +33 (0) 1 43 35 00 37    -   Fax: +33 (0) 1 43 35 00 76
mailto:elacour at easter-eggs.com  -   http://www.easter-eggs.com


From elacour at easter-eggs.com  Thu Oct 16 04:05:56 2014
From: elacour at easter-eggs.com (Emmanuel Lacour)
Date: Thu, 16 Oct 2014 10:05:56 +0200
Subject: [rt-users] Emails to Queue Alias, still merge to other queue
In-Reply-To: <CAK--xpYZj0H=LpK1SQR288F5b8Q4kFRzp92yfwrg-_Y5w+5tzQ@mail.gmail.com>
References: <CAK--xpbSYR+SQkbFsERcWw3CJqUqReL9BJ96cJsP7fci+GfK-Q@mail.gmail.com>	<543E2F14.1030805@easter-eggs.com>
	<CAK--xpYZj0H=LpK1SQR288F5b8Q4kFRzp92yfwrg-_Y5w+5tzQ@mail.gmail.com>
Message-ID: <543F7C64.4090701@easter-eggs.com>

Le 15/10/2014 22:59, Root Kev a ?crit :
> Any chance you could point me in the right direction as to how to patch
> Email.pm to do the routing based on recipient email address?  
> 
>

I'm sorry, not until ...some months, I'm very busy on many RT projects :(


-- 
Easter-eggs                              Sp?cialiste GNU/Linux
44-46 rue de l'Ouest  -  75014 Paris  -  France -  M?tro Gait?
Phone: +33 (0) 1 43 35 00 37    -   Fax: +33 (0) 1 43 35 00 76
mailto:elacour at easter-eggs.com  -   http://www.easter-eggs.com


From jvdwege at xs4all.nl  Thu Oct 16 07:33:53 2014
From: jvdwege at xs4all.nl (Joop)
Date: Thu, 16 Oct 2014 13:33:53 +0200
Subject: [rt-users] porting over Asset Tracker info to a new instance
In-Reply-To: <543EB819.5020202@simons-rock.edu>
References: <5550_1413232706_543C3842_5550_382_1_543C3617.2020102@simons-rock.edu>
	<543EB819.5020202@simons-rock.edu>
Message-ID: <543FAD21.1010003@xs4all.nl>

On 15-10-2014 20:08, William Clarke wrote:
> RT,
>
> Little more info...
>
> I have migrated\updated rt3 database to a fresh install of rt4.2.8. So
> I can bounce back and forth between rt3 database and rt4 database with
> $DatabaseName in RT_SiteConfig.pm.
>
> rt4 database has "RT::Extension::Assets" plugin working however the
> tables (rtxassets, rtxassets_id_seq, rtxcatalogs, rtxcatalogs_id_seq)
> aren't populated due to this being a fresh database.
>
> old rt3 build\database on the other hand had "RTx::AssetTracker"
> installed so it has the following tables\sequences that rt4 does not
> (at_assets, at_assets_id_seq, at_ips, at_ips_id_seq, at_ports,
> at_ports_id_seq, at_types, at_types_id_seq)
>
My plan of attack:
- generate for all assettypes a seperate rt_config.pm which maps the
CustomFields to the right Catalogs
- generate a search to export each assettype to a csv file
- import using the RT::Assets import tool to import them maintaining the ids
- write a small perl script to walk all tickets,articles,old_assets
looking for links to old_assets and relink them to the new_assets.
- drop the old tables.

In concept this should work I think but I'm open to better ways todo
this since its error prone and a lot of work.
> Installing AT3.0 has given me some issues with both rt3 and rt4
> database. It appears it's no longer supportd after rt4.0.0. We were
> hoping you guys could shed some light on this for us. How can we
> migrate our old Asset Tracker data into rt4 database or maybe get rt3
> database fully functional on 4.2.8.
>
Had the same problem and 'fixed' that in testing by looking at the error
and where it was generated. From memory it was about a CustomField type
of thing.

Joop

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From fleon at seguroscatatumbo.com  Thu Oct 16 08:13:38 2014
From: fleon at seguroscatatumbo.com (fleon)
Date: Thu, 16 Oct 2014 05:13:38 -0700 (MST)
Subject: [rt-users] Send email reminder fails with undefined value
In-Reply-To: <543F7C28.7020707@easter-eggs.com>
References: <1413296207282-58805.post@n7.nabble.com>
	<1413321775349-58823.post@n7.nabble.com>
	<1413375612200-58838.post@n7.nabble.com>
	<543E6A7E.9090201@easter-eggs.com>
	<1413398289525-58847.post@n7.nabble.com>
	<543F7C28.7020707@easter-eggs.com>
Message-ID: <1413461618159-58856.post@n7.nabble.com>

Sorry, i mistyped.

The code is definitely executing, because i put a
RT->Logger->error($Transaction->Type); at the beginning of the code. But i
get all transactions shown on the main ticket view!

I even did just a return; on the code to see it exit and it shows the same. 

Here is all the output shown in the ticket page:



It's the "Outgoing email recorded" messages i would like to not even
generate on the database. If that isn't possible, at least hide the messages
when the emails are generated by a cron job instead of regular user input to
the ticket. Or put in another way, i want to hide every email that gets sent
from root.

Here's the output i get on syslog when printing the transaction user and
type:


User 12 seems to be root, and EmailRecord is the transaction
Can't i use RT::Action:SendEmail instead of RT::Action::Notify to avoid
getting the transaction on the ticket in the first place? That way i could
delete the callback...But i would need SendEmail to be able to read the
ticket information



--
View this message in context: http://requesttracker.8502.n7.nabble.com/Send-email-reminder-fails-with-undefined-value-tp58805p58856.html
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From fleon at seguroscatatumbo.com  Thu Oct 16 08:40:19 2014
From: fleon at seguroscatatumbo.com (fleon)
Date: Thu, 16 Oct 2014 05:40:19 -0700 (MST)
Subject: [rt-users] Send email reminder fails with undefined value
In-Reply-To: <1413461618159-58856.post@n7.nabble.com>
References: <1413296207282-58805.post@n7.nabble.com>
	<1413321775349-58823.post@n7.nabble.com>
	<1413375612200-58838.post@n7.nabble.com>
	<543E6A7E.9090201@easter-eggs.com>
	<1413398289525-58847.post@n7.nabble.com>
	<543F7C28.7020707@easter-eggs.com>
	<1413461618159-58856.post@n7.nabble.com>
Message-ID: <1413463219137-58857.post@n7.nabble.com>

I made the code work! I got suspicious when i saw that emails from cron came
from user root, id =12. 12??? Isn't the superuser supposed to be id 1?

So i hardcoded 12 into the line:
return unless $Transaction->Creator == 12;

And now it hides those transactions.

I tried substituting the cron job with SendEmail:

51 7 * * * root /opt/rt4/bin/rt-crontool --search RT::Search::FromSQL
--search-arg
 "Queue = 'apoyo' AND Owner != 'Nobody' AND (  Status = 'open' OR Status =
'new' )
 AND Created < '1 day ago'" --action RT::Action::SendEmail --action-arg
Owner,Alwa
ysNotifyActor --template 'Recordatorio' --transaction first

But on syslog i get a notice that it doesn't have recipients therefore mail
won't get sent.





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From wclarke at simons-rock.edu  Thu Oct 16 10:39:00 2014
From: wclarke at simons-rock.edu (William Clarke)
Date: Thu, 16 Oct 2014 10:39:00 -0400
Subject: [rt-users] porting over Asset Tracker info to a new instance
In-Reply-To: <24553_1413459275_543FAD4B_24553_345_1_543FAD21.1010003@xs4all.nl>
References: <5550_1413232706_543C3842_5550_382_1_543C3617.2020102@simons-rock.edu>	<543EB819.5020202@simons-rock.edu>
	<24553_1413459275_543FAD4B_24553_345_1_543FAD21.1010003@xs4all.nl>
Message-ID: <543FD884.1010909@simons-rock.edu>

Joop,

Thank you very much for your reply. In case it's of any help, here are 
logs when I set database to rt3 and assign Plugin( "RTx::AssetTracker" );

Let me know if there is any other info you might need to give me some 
direction on getting AT3.0 up and running. I'm also going to try to get 
some usable tables dumped from postgresql just to try another approach....

Oct 15 10:59:15 rt4 RT: [21451] Use of inherited AUTOLOAD for non-method 
RT::System::AddRights() is deprecated at 
/opt/rt4/local/plugins/RTx-AssetTracker/lib/RTx/AssetTracker/Type.pm 
line 114, <DATA> line 751.

Oct 15 10:59:15 rt4 RT: [21451] Can't locate object method "_Accessible" 
via package "DeleteAsset" (perhaps you forgot to load "DeleteAsset"?) at 
/usr/local/share/perl5/DBIx/SearchBuilder/Record.pm line 422, <DATA> 
line 751.
Compilation failed in require at 
/opt/rt4/local/plugins/RTx-AssetTracker/lib/RTx/AssetTracker/Types.pm 
line 70, <DATA> line 751.
BEGIN failed--compilation aborted at 
/opt/rt4/local/plugins/RTx-AssetTracker/lib/RTx/AssetTracker/Types.pm 
line 70, <DATA> line 751.
Compilation failed in require at 
/opt/rt4/local/plugins/RTx-AssetTracker/lib/RTx/AssetTracker.pm line 56, 
<DATA> line 751.
BEGIN failed--compilation aborted at 
/opt/rt4/local/plugins/RTx-AssetTracker/lib/RTx/AssetTracker.pm line 56, 
<DATA> line 751.
Compilation failed in require at /opt/rt4/sbin/../lib/RT.pm line 729, 
<DATA> line 751.

William Clarke
ITS System Administrator
Bard College at Simon's Rock
84 Alford Road
Great Barrington, MA  01230
(413) 528-7428 (voice)
(413) 528-7405 (fax)
wclarke at simons-rock.edu

On 10/16/2014 7:33 AM, Joop wrote:
> On 15-10-2014 20:08, William Clarke wrote:
>> RT,
>>
>> Little more info...
>>
>> I have migrated\updated rt3 database to a fresh install of rt4.2.8. 
>> So I can bounce back and forth between rt3 database and rt4 database 
>> with $DatabaseName in RT_SiteConfig.pm.
>>
>> rt4 database has "RT::Extension::Assets" plugin working however the 
>> tables (rtxassets, rtxassets_id_seq, rtxcatalogs, rtxcatalogs_id_seq) 
>> aren't populated due to this being a fresh database.
>>
>> old rt3 build\database on the other hand had "RTx::AssetTracker" 
>> installed so it has the following tables\sequences that rt4 does not 
>> (at_assets, at_assets_id_seq, at_ips, at_ips_id_seq, at_ports, 
>> at_ports_id_seq, at_types, at_types_id_seq)
>>
> My plan of attack:
> - generate for all assettypes a seperate rt_config.pm which maps the 
> CustomFields to the right Catalogs
> - generate a search to export each assettype to a csv file
> - import using the RT::Assets import tool to import them maintaining 
> the ids
> - write a small perl script to walk all tickets,articles,old_assets 
> looking for links to old_assets and relink them to the new_assets.
> - drop the old tables.
>
> In concept this should work I think but I'm open to better ways todo 
> this since its error prone and a lot of work.
>> Installing AT3.0 has given me some issues with both rt3 and rt4 
>> database. It appears it's no longer supportd after rt4.0.0. We were 
>> hoping you guys could shed some light on this for us. How can we 
>> migrate our old Asset Tracker data into rt4 database or maybe get rt3 
>> database fully functional on 4.2.8.
>>
> Had the same problem and 'fixed' that in testing by looking at the 
> error and where it was generated. From memory it was about a 
> CustomField type of thing.
>
> Joop
>
>
>

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From gmbaxter at gmail.com  Thu Oct 16 12:01:23 2014
From: gmbaxter at gmail.com (Guy Baxter)
Date: Thu, 16 Oct 2014 17:01:23 +0100
Subject: [rt-users] Requester's manager into custom field
Message-ID: <CAKbVnZNoN+3TF6Nhy+a8GdE0uSNd22j=zajy4RPWZns798ONWg@mail.gmail.com>

Hi,

I've been asked to produce RT reports/Dashboards/ticket digests for
department heads. I think the easiest way for this is to set the AdminCC
for a ticket to the requester's manager. We have managers defined in AD so
this should be achievable via a scrip?

How would I progress this forward?

Thanks.
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From falcone at bestpractical.com  Thu Oct 16 12:06:10 2014
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 16 Oct 2014 12:06:10 -0400
Subject: [rt-users] Send email reminder fails with undefined value
In-Reply-To: <1413461618159-58856.post@n7.nabble.com>
References: <1413296207282-58805.post@n7.nabble.com>
	<1413321775349-58823.post@n7.nabble.com>
	<1413375612200-58838.post@n7.nabble.com>
	<543E6A7E.9090201@easter-eggs.com>
	<1413398289525-58847.post@n7.nabble.com>
	<543F7C28.7020707@easter-eggs.com>
	<1413461618159-58856.post@n7.nabble.com>
Message-ID: <20141016160610.GM3599@jibsheet.com>

On Thu, Oct 16, 2014 at 05:13:38AM -0700, fleon wrote:
> Can't i use RT::Action:SendEmail instead of RT::Action::Notify to avoid
> getting the transaction on the ticket in the first place? That way i could
> delete the callback...But i would need SendEmail to be able to read the
> ticket information

Using SendEmail is significantly more complicated, you can't just pass
it the arguments consumed by Notify and hope it works.  It takes
totally different arguments and you will need to do significantly more
work to configure the recipients.

-kevin
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From falcone at bestpractical.com  Thu Oct 16 12:11:17 2014
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 16 Oct 2014 12:11:17 -0400
Subject: [rt-users] Emails to Queue Alias, still merge to other queue
In-Reply-To: <543E2F14.1030805@easter-eggs.com>
References: <CAK--xpbSYR+SQkbFsERcWw3CJqUqReL9BJ96cJsP7fci+GfK-Q@mail.gmail.com>
	<543E2F14.1030805@easter-eggs.com>
Message-ID: <20141016161117.GN3599@jibsheet.com>

On Wed, Oct 15, 2014 at 10:23:48AM +0200, Emmanuel Lacour wrote:
> > Is there any way to force RT to respect the incoming email/queue from
> > rt-mailgate over merging by the ticket numbers (when this type of thing
> > occurs)?

As I believe has been said, but I'll repeat it.
Using the ticket id instead of the incoming email is a feature of RT.

For example, it allows me to move a ticket from development to sales
when we need to get something quoted back and a user can email any
address and have it routed.

> no, you have to patch RT (lib/RT/Interfaces/Email.pm:sub Gateway) or
> disallow the user to send a mail to a queue where the ticket doesn't
> belong to, by writing a MailPlugin
> (http://www.bestpractical.com/docs/rt/4.2/rt-mailgate.html#WRITING-PLUGINS).

Alternately, you can use the same code used by the RepliesToResolved
plugin which forces new ticket creation if the replied to ticket is in
an inactive state.

https://github.com/bestpractical/rt-extension-repliestoresolved

http://bestpractical.com/docs/rt/latest/RT/Interface/Email.html#ExtractTicketId

Hopefully soon we'll release a backport of the new gateway we're
developing for 4.4 which would also make plugging this in easier.

-kevin
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From falcone at bestpractical.com  Thu Oct 16 12:34:45 2014
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 16 Oct 2014 12:34:45 -0400
Subject: [rt-users] Handful of users showing up in owner dropdown but
 have no access
In-Reply-To: <CAFuoEe_VFKX8Oah=+qKjD+0TvTSthYO54Zo2in+6QP1rmxGO3w@mail.gmail.com>
References: <CAFuoEe-ZVmJHtT=W+P1B8Qxbws1HreVdsS31A=Y_Qwdy2pHtGQ@mail.gmail.com>
	<20141014165608.GI3599@jibsheet.com>
	<CAFuoEe_VFKX8Oah=+qKjD+0TvTSthYO54Zo2in+6QP1rmxGO3w@mail.gmail.com>
Message-ID: <20141016163445.GO3599@jibsheet.com>

On Wed, Oct 15, 2014 at 11:56:38AM -0400, Mike Johnson wrote:
> I did that query and it returned 26 rows.
> All of the returned rows say the PrinicpalType is Group, which I would assume
> means the 'OwnTicket' right is not granted to a specific user anywhere in RT.

Nope, every user in RT has a group for ACLs, it's in fact called an
ACL Equivalence Group.

You should look at the Object* columns and also chase out to the
actual Principals for those PrincipalIds (you may need to get a group
and then get it's member and then get the user for ACL Equivalence
Groups).

> With this information I did some more investigating to understand the symptom
> better. It looks like these users only show up in the owner dropdown of Queues
> that existed prior to our upgrade from 3.2.1 -> 3.8.10.

Most of those changes were related to Custom Fields, not Ownership,
however it's possible you have some old configurations on a disabled
queue from your 3.2 days that has been forgotten.

-kevin
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From fleon at seguroscatatumbo.com  Thu Oct 16 14:43:30 2014
From: fleon at seguroscatatumbo.com (fleon)
Date: Thu, 16 Oct 2014 11:43:30 -0700 (MST)
Subject: [rt-users] Issue when deleting Assets and recreating with roles
Message-ID: <1413485010782-58863.post@n7.nabble.com>

I experienced a bug with the Asset extension. When you find assets by name,
when you press the bulk update button and change one value, the name of the
search gets assigned to all assets.

Having found this, i wanted to delete all assets and reinsert them. So i
changed their status to deleted and tried again but got an error with the
asset import csv extension.

So then i did a very foolish thing, and went over mysql and deleted the
assets i wanted from the RTxAssets table.

When i want to import them again, i now get all kinds of errors regarding
roles:

[30097] [Thu Oct 16 18:33:17 2014] [error]: Couldn't create role groups for
asset 14504 (/opt/rt4/local/plugins/RT-Extension-Assets/lib/RT/Asset.pm:275)
[30097] [Thu Oct 16 18:33:17 2014] [error]: Failed to create asset for row
303: Couldn't create role groups for asset
(/opt/rt4/local/plugins/RT-Extension-Assets-Import-CSV/lib/RT/Extension/Assets/Import/CSV.pm:224)
[30460] [Thu Oct 16 18:36:53 2014] [error]: Couldn't create a role group of
type 'Owner' for RT::Asset 18517: Role group exists already
(/opt/rt4/lib/RT/Record/Role/Roles.pm:588)

So i guess that means i need to delete those roles manually as well, but i
haven't been able to find the table for that. Can someone give me a hint?



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From alexmv at bestpractical.com  Thu Oct 16 14:56:56 2014
From: alexmv at bestpractical.com (Alex Vandiver)
Date: Thu, 16 Oct 2014 14:56:56 -0400
Subject: [rt-users] Issue when deleting Assets and recreating with roles
In-Reply-To: <1413485010782-58863.post@n7.nabble.com>
References: <1413485010782-58863.post@n7.nabble.com>
Message-ID: <544014F8.4090205@bestpractical.com>

On 10/16/2014 02:43 PM, fleon wrote:
> I experienced a bug with the Asset extension. When you find assets by name,
> when you press the bulk update button and change one value, the name of the
> search gets assigned to all assets.

Please explain more clearly what you mean by "the name of the search".
We do like to have good bug reports on issues like this.

> Having found this, i wanted to delete all assets and reinsert them. So i
> changed their status to deleted and tried again but got an error with the
> asset import csv extension.

Please give the error.

> So then i did a very foolish thing, and went over mysql and deleted the
> assets i wanted from the RTxAssets table.

Doing things like that puts you solidly in "good luck" territory, and
vastly decreases our ability or impetus to help you.  I strongly suggest
you copy over a new snapshot of production onto your development server
and start there -- assuming, of course, that this was in development and
you weren't running random DELETE statements on your production server,
riiiiight?

> When i want to import them again, i now get all kinds of errors regarding
> roles:
> 
> [30097] [Thu Oct 16 18:33:17 2014] [error]: Couldn't create role groups for
> asset 14504 (/opt/rt4/local/plugins/RT-Extension-Assets/lib/RT/Asset.pm:275)
> [30097] [Thu Oct 16 18:33:17 2014] [error]: Failed to create asset for row
> 303: Couldn't create role groups for asset
> (/opt/rt4/local/plugins/RT-Extension-Assets-Import-CSV/lib/RT/Extension/Assets/Import/CSV.pm:224)
> [30460] [Thu Oct 16 18:36:53 2014] [error]: Couldn't create a role group of
> type 'Owner' for RT::Asset 18517: Role group exists already
> (/opt/rt4/lib/RT/Record/Role/Roles.pm:588)
> 
> So i guess that means i need to delete those roles manually as well, but i
> haven't been able to find the table for that. Can someone give me a hint?

Assuming you deleted assets 1, 2, and 3:

DELETE FROM Groups
 WHERE Domain = 'RT::Asset-Role'
   AND Instance IN (1, 2, 3);

DELETE FROM ObjectCustomFieldValues
 WHERE ObjectType = 'RT::Asset'
   AND ObjectId IN (1, 2, 3);

DELETE FROM Transactions
 WHERE ObjectType = 'RT::Asset'
   AND ObjectId IN (1, 2, 3);

...there may well be others, those are the minimums that occur to me of
the top of my head.  I suggest you heed the earlier advice and start afresh.
 - Alex


From fleon at seguroscatatumbo.com  Thu Oct 16 15:39:45 2014
From: fleon at seguroscatatumbo.com (fleon)
Date: Thu, 16 Oct 2014 12:39:45 -0700 (MST)
Subject: [rt-users] Issue when deleting Assets and recreating with roles
In-Reply-To: <544014F8.4090205@bestpractical.com>
References: <1413485010782-58863.post@n7.nabble.com>
	<544014F8.4090205@bestpractical.com>
Message-ID: <1413488385260-58865.post@n7.nabble.com>

Sorry, i will try to explain myself further. English is not my primary
language.

We user a number to identify our assets (with some exceptions that gives me
trouble). To better classify our assets, we use the format
device-location-id, so i am able to search only printers for example,
without needing a custom field (which in reality i also am using).

So i search for "imp-mar" which gives me all printers in our MAR branch.
That gives me imp-mar-18273, imp-mar-37293...
Suppose i want to update the custom field that holds the printer's location.
Since the import won't magically associate MAR with "Oficina Principal", i
search for all imp-mar assets and then just update the custom field with a
bulk update.

The issue i experienced is the following:

Step 1: search for "imp-mar"
Step 2: press "bulk update"
Step 3: change the custom field

Result: all assets with imp-mar in its name gets renamed to imp-mar, losing
the number, unless i remember to delete the "name" field with the search i
just did.
Changing the status of the asset to "deleted" just hides the assets, but
doesn't delete them from the database! Therefore i went to the manual
route...

If you want me to file a bug i will happily do so.

I don't have a production server, i just have my development server and
hoping to promote to production once i finish some issues. That means i
haven't made a recurring backup just yet. But the three tables you mentioned
actually were the one i needed, so i did the following.

-Installed phpmyadmin
-Created a new table with one column, and imported a csv with just that one
column, containing the id's of the assets i wanted to prune off the
database.
-delete from Groups where domain like '%Asset%' and instance in (select
activo from activo);
-delete from ObjectCustomFieldValues where ObjectType like '%Asset%' and
ObjectId in (select activo from activo);
-delete from Transactions where ObjectType like '%Asset%' and ObjectId in
(select activo from activo);

Thanks!!





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From Gaston at huot.me  Thu Oct 16 23:16:48 2014
From: Gaston at huot.me (huotg01)
Date: Thu, 16 Oct 2014 20:16:48 -0700 (MST)
Subject: [rt-users] Exporting "Time spent" transactions
In-Reply-To: <543E2FB0.1050007@easter-eggs.com>
References: <CADsifHQ__kgboeDv5g583x_8fouHG9k47EV1tPoxmurepox7Kw@mail.gmail.com>
	<543E2FB0.1050007@easter-eggs.com>
Message-ID: <1413515808926-58866.post@n7.nabble.com>

Thanks Emmanuel

I didn't see your answer when published.

Gaston



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From alexmv at bestpractical.com  Fri Oct 17 13:08:08 2014
From: alexmv at bestpractical.com (Alex Vandiver)
Date: Fri, 17 Oct 2014 13:08:08 -0400
Subject: [rt-users] RT-Authen-ExternalAuth 0.24 regression with binary
	content
Message-ID: <54414CF8.7060801@bestpractical.com>

-----BEGIN PGP SIGNED MESSAGE-----
Hash: SHA1

  This is a note that RT-Authen-ExternalAuth version 0.24, released
October 9th, has a known bug which adds an extra newline at the
beginning of all content returned from RT.  This is especially
problematic for binary content, such as charts, attachments, upload
custom fields, and custom user logos.  Note that it only affects
content upon transfer -- there is no corruption to the data stored in RT.

  Version 0.25, released yesterday, addresses this bug.  If you are
running version 0.24, we do suggest upgrading.
 - Alex
-----BEGIN PGP SIGNATURE-----
Version: GnuPG v1

iEYEARECAAYFAlRBTPUACgkQMflWJZZAbqDOXACZAWB8ZQ8FNdFy32PBnDbOmyhq
I8UAniTBFoU/W52SXBBxHna4+EVeSyr+
=YFZT
-----END PGP SIGNATURE-----


From dgnapier at sfu.ca  Fri Oct 17 17:31:44 2014
From: dgnapier at sfu.ca (Duncan Napier)
Date: Fri, 17 Oct 2014 14:31:44 -0700 (PDT)
Subject: [rt-users] Any way to turn subscription email into a .html document?
In-Reply-To: <mailman.7.1413561601.9889.rt-users@lists.bestpractical.com>
References: <mailman.7.1413561601.9889.rt-users@lists.bestpractical.com>
Message-ID: <1545545503.44412202.1413581504970.JavaMail.zimbra@sfu.ca>

I have created some RT Subscriptions, but I was wondering if there is an easy way to convert the subscription content into a HTML document? 

The emailed subscription appears as a very nicely formatted HTML/ajax email in my Zimbra mail system, but I would prefer it be posted as a HTML document that people could access. Could the email (with MIME-encapsulated attachment - I believe) output be piped to a file and turned into a HTML document?  I am running RT 4.0.8 on CentOS 6.4 (final).


From cloos at netcologne.de  Mon Oct 20 04:07:56 2014
From: cloos at netcologne.de (Christian Loos)
Date: Mon, 20 Oct 2014 10:07:56 +0200
Subject: [rt-users] Dashboard E-Mail in MS Outlook
Message-ID: <5444C2DC.2040301@netcologne.de>

Hi,

recently noticed that the RT 4.2 Dashboard E-Mails looks awful in MS
Outlook 2010:
* Ticket list missing styles
* Chart Table missing styles and width set to 100%

Attached some examples from Outlook and Thunderbird.
The problem is that Outlook is munching the styles instead of including
them, like Thunderbird.

Has anyone trick Outlook to display the Dashboard E-Mails in the same
way like Thunderbird?

Chris
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From rjandric at yahoo.com  Mon Oct 20 10:15:32 2014
From: rjandric at yahoo.com (rjandric)
Date: Mon, 20 Oct 2014 07:15:32 -0700 (MST)
Subject: Change AutoResponse Global Template based on time of the day
In-Reply-To: <543F7BF1.2020402@easter-eggs.com>
References: <mailman.2331.1413345842.2098.rt-users@lists.bestpractical.com>
	<543E2CD5.2020503@easter-eggs.com>
	<mailman.2342.1413395444.2098.rt-users@lists.bestpractical.com>
	<543F7BF1.2020402@easter-eggs.com>
Message-ID: <1413814532097-58870.post@n7.nabble.com>

OK, I've been trying with the following condition:


($sec,$min,$hour,$mday,$mon,$year,$wday,$yday,$isdst) = localtime();
if ($hour >=8 && $hour <=17) {
  $self->SetTemplate("Autoreply");

} elsif ($hour < 8 && $hour > 17) {
  $self->SetTemplate("AutoReply-AfterHrs");
}

return 1;
 But regardless of the conditions in if/elif I get both replies, from
Autoreply and AutoReply-AfterHrs templates. The logis seems OK, but I can't
tell where am I making a mistake. I have included a couple of screenshot
<http://requesttracker.8502.n7.nabble.com/file/n58870/Screen_Shot_2014-10-20_at_10.png>
s for both scrips.
<http://requesttracker.8502.n7.nabble.com/file/n58870/Screen_Shot_2014-10-20_at_10.png> 



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From rjandric at yahoo.com  Mon Oct 20 10:26:29 2014
From: rjandric at yahoo.com (rjandric)
Date: Mon, 20 Oct 2014 07:26:29 -0700 (MST)
Subject: Change AutoResponse Global Template based on time of the day
In-Reply-To: <543F7BF1.2020402@easter-eggs.com>
References: <mailman.2331.1413345842.2098.rt-users@lists.bestpractical.com>
	<543E2CD5.2020503@easter-eggs.com>
	<mailman.2342.1413395444.2098.rt-users@lists.bestpractical.com>
	<543F7BF1.2020402@easter-eggs.com>
Message-ID: <1413815189346-58872.post@n7.nabble.com>

The screenshots seemed to be wrong in my last post, but here they are:
<http://requesttracker.8502.n7.nabble.com/file/n58872/Screen_Shot_AfterHrs.png> 
<http://requesttracker.8502.n7.nabble.com/file/n58872/Screen_Shot_Autoreply.png> 

Both Scrips are using the same condition with and one with 2 different
templates chosen based on the condition, so it should be one or the other,
but not both as in my test...
Any ideas?

Thanks!




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From root.kev at gmail.com  Mon Oct 20 11:01:20 2014
From: root.kev at gmail.com (Root Kev)
Date: Mon, 20 Oct 2014 11:01:20 -0400
Subject: [rt-users] Emails to Queue Alias, still merge to other queue
In-Reply-To: <20141016161117.GN3599@jibsheet.com>
References: <CAK--xpbSYR+SQkbFsERcWw3CJqUqReL9BJ96cJsP7fci+GfK-Q@mail.gmail.com>
	<543E2F14.1030805@easter-eggs.com>
	<20141016161117.GN3599@jibsheet.com>
Message-ID: <CAK--xpYORUroi5eEbc7MBi8yh5bzVhNb29-MsVd-XNe0=NH6bQ@mail.gmail.com>

Hello Kevin,

The issue is when some who is an adminCC on a support queue then forwards
the ticket email (without removing the ticket number) to a engineering
queue email, expecting only the engineers to see it, but because it still
has the same ticket ID in the subject RT is merging it back to the original
customer support queue, with embarrassing results (customer gets email
intended for internal only).

Thanks,

Kevin

On Thu, Oct 16, 2014 at 12:11 PM, Kevin Falcone <falcone at bestpractical.com>
wrote:

> On Wed, Oct 15, 2014 at 10:23:48AM +0200, Emmanuel Lacour wrote:
> > > Is there any way to force RT to respect the incoming email/queue from
> > > rt-mailgate over merging by the ticket numbers (when this type of thing
> > > occurs)?
>
> As I believe has been said, but I'll repeat it.
> Using the ticket id instead of the incoming email is a feature of RT.
>
> For example, it allows me to move a ticket from development to sales
> when we need to get something quoted back and a user can email any
> address and have it routed.
>
> > no, you have to patch RT (lib/RT/Interfaces/Email.pm:sub Gateway) or
> > disallow the user to send a mail to a queue where the ticket doesn't
> > belong to, by writing a MailPlugin
> > (
> http://www.bestpractical.com/docs/rt/4.2/rt-mailgate.html#WRITING-PLUGINS
> ).
>
> Alternately, you can use the same code used by the RepliesToResolved
> plugin which forces new ticket creation if the replied to ticket is in
> an inactive state.
>
> https://github.com/bestpractical/rt-extension-repliestoresolved
>
>
> http://bestpractical.com/docs/rt/latest/RT/Interface/Email.html#ExtractTicketId
>
> Hopefully soon we'll release a backport of the new gateway we're
> developing for 4.4 which would also make plugging this in easier.
>
> -kevin
>
> --
> RT Training November 4 & 5 Los Angeles
> http://bestpractical.com/training
>
>
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From vk247 at cam.ac.uk  Tue Oct 21 05:01:33 2014
From: vk247 at cam.ac.uk (Vas)
Date: Tue, 21 Oct 2014 02:01:33 -0700 (MST)
Subject: [rt-users] How to move an existing database to a new server
Message-ID: <1413882093458-58875.post@n7.nabble.com>

Hi all,
I am trying to move an existing RT database (3.8.11) to a new server running
4.0.4.
I have succesfully done a dump and scp and imported the database on the new
server.
When I log in to RT via the browser I can see the database but when I try to
take a ticket I get the following error- Could not change owner: Couldn't
add member to group

Which I am assuming means that the database is actually not connected or
something else needs to happen in the back end for it to work.

I am using Ubuntu server 12.04.5 LTS on a vm machine.
I do have a snapshot of the new server prior to importing the old database
if other steps are required first prior to importing.

I would be most grateful for any input.
Having searched around on the internet I did try rt-setup-database --schema
and upgrade with no result.

Thank you
Vas



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From wclarke at simons-rock.edu  Tue Oct 21 10:06:01 2014
From: wclarke at simons-rock.edu (William Clarke)
Date: Tue, 21 Oct 2014 10:06:01 -0400
Subject: [rt-users] How to move an existing database to a new server
In-Reply-To: <32514_1413882295_544621B6_32514_4056_1_1413882093458-58875.post@n7.nabble.com>
References: <32514_1413882295_544621B6_32514_4056_1_1413882093458-58875.post@n7.nabble.com>
Message-ID: <54466849.2090105@simons-rock.edu>

Vas,

Not being familiar with Ubuntu so I don't know where your rt4 install 
directory is but on CentOS\RHEL it would be /opt/rt4 so I would run 
something like this: "/opt/rt4/sbin/rt-setup-database --action upgrade"

I had a database from rt 3.8.6 build and similarly did a dump \ restore 
to rt 4.2.8 build. When running above command it asked me what version 
am I upgrading from and it ran the necessary updates. After running the 
upgrade command did you see something like the following:
------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------
In order to create or update your RT database, this script needs to 
connect to your  Pg instance on localhost (port '') as root
Please specify that user's database password below. If the user has no 
database
password, just press return.

Password:
Working with:
Type:   Pg
Host:   localhost
Port:
Name:   rt4
User:   rt_user
DBA:    root
-------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------


Try setting your LogLevel to debug. I'm sure it will provide some 
helpful info. If you pass it along I'm confident somebody from the list 
can provide further assistance besides a RT newbie like myself : )

William Clarke
ITS System Administrator
Bard College at Simon's Rock
84 Alford Road
Great Barrington, MA  01230
(413) 528-7428 (voice)
(413) 528-7405 (fax)
wclarke at simons-rock.edu

On 10/21/2014 5:01 AM, Vas wrote:
> Hi all,
> I am trying to move an existing RT database (3.8.11) to a new server running
> 4.0.4.
> I have succesfully done a dump and scp and imported the database on the new
> server.
> When I log in to RT via the browser I can see the database but when I try to
> take a ticket I get the following error- Could not change owner: Couldn't
> add member to group
>
> Which I am assuming means that the database is actually not connected or
> something else needs to happen in the back end for it to work.
>
> I am using Ubuntu server 12.04.5 LTS on a vm machine.
> I do have a snapshot of the new server prior to importing the old database
> if other steps are required first prior to importing.
>
> I would be most grateful for any input.
> Having searched around on the internet I did try rt-setup-database --schema
> and upgrade with no result.
>
> Thank you
> Vas
>
>
>
> --
> View this message in context:http://requesttracker.8502.n7.nabble.com/How-to-move-an-existing-database-to-a-new-server-tp58875.html
> Sent from the Request Tracker - User mailing list archive at Nabble.com.

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From matt.wells at mosaic451.com  Tue Oct 21 13:49:24 2014
From: matt.wells at mosaic451.com (Matt Wells)
Date: Tue, 21 Oct 2014 10:49:24 -0700
Subject: [rt-users] Migrations from ZenDesk
Message-ID: <CAJ9Fbd+p4qV90JFhCu=wK6q4i-iTYqbu7JhH5J7=ZS5D96C4wQ@mail.gmail.com>

Has anyone every imported a csv from Zendesk?  We're migrating our company
from Zendesk and don't want to lose that data.  I've seen some on the
zendesk export but not really the importing.
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From bparish at cognex.com  Tue Oct 21 16:57:20 2014
From: bparish at cognex.com (Parish, Brent)
Date: Tue, 21 Oct 2014 16:57:20 -0400
Subject: [rt-users] Migrations from ZenDesk
In-Reply-To: <CAJ9Fbd+p4qV90JFhCu=wK6q4i-iTYqbu7JhH5J7=ZS5D96C4wQ@mail.gmail.com>
References: <CAJ9Fbd+p4qV90JFhCu=wK6q4i-iTYqbu7JhH5J7=ZS5D96C4wQ@mail.gmail.com>
Message-ID: <6265B2EB12D194469B958F2E703D81831FC3711472@viper.pc.cognex.com>

Hi

I posted the importer I wrote/used to import from 2 systems (one csv/xls and the other direct db) here:
http://parishnetworks.blogspot.com/2014/10/importing-into-rt-from-another-helpdesk.html

It?s a pretty simplistic script, take it for what it?s worth!  (usual disclaimers apply)
Obviously much depends on hardware, custom fields, etc but we imported about 11,000 tickets in 90 min or so.

Hopefully someone has something a bit more robust/adaptable/tricky, but if nothing else, it may give you a starting point to roll your own.

Whatever you end up with, I strongly recommend having a (highly) disposable dev/test environment to run the importers in!
We ran ours countless times as we twiddled, fiddled, and adjusted things.


-          Brent




From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Matt Wells
Sent: Tuesday, October 21, 2014 1:49 PM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] Migrations from ZenDesk

Has anyone every imported a csv from Zendesk?  We're migrating our company from Zendesk and don't want to lose that data.  I've seen some on the zendesk export but not really the importing.

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From falcone at bestpractical.com  Wed Oct 22 11:31:38 2014
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 22 Oct 2014 11:31:38 -0400
Subject: [rt-users] [rt-announce] RTIR 3.0.3 Released
Message-ID: <20141022153138.GK2590@jibsheet.com>

RTIR 3.0.3 contains a number of bug fixes since 3.0.2

We noticed that the upgrade script from 2.6->3.0 removed all of the RTIR
specific SLA Scrips but failed to account for the SLA Custom Field.
This would cause confusion if you installed RT::Extension::SLA and
tried to use it with two SLA fields.  Please review UPGRADING-3.0 for
more information if you previously upgraded from RTIR 2 to an earlier
release of RTIR 3.0.

https://download.bestpractical.com/pub/rt/release/RT-IR-3.0.3.tar.gz
https://download.bestpractical.com/pub/rt/release/RT-IR-3.0.3.tar.gz.asc

SHA1 sums

65366274a959b1cfc6611b0b2eadc06f0351c76a  RT-IR-3.0.3.tar.gz
61c1bde6ccb2adec8251c42920b220826cb0ffb6  RT-IR-3.0.3.tar.gz.asc

Bugs
* Make RTIR's built-in reports work if Constituencies are disabled. (#30040)
* Fully expose the core Unread Messages feature in RTIR and allow you to
  clear the flag. (#17450 and #30080).
* Don't load disabled constituency pseudo Queues.
* The Constituency CF lost the selected value if the page was reloaded
  during ticket creation or editing.
* The SLA Custom Field is now disabled and unapplied from Incident Reports
  for admins upgrading to 3.0.
* The Traceroute function now runs MakeClicky.
* The Traceroute function now renders correctly.
* The Traceroute function now logs accurate errors.
* The Traceroute function now accepts IPv6 addresses.

Documentation
* Updated Constituencies docs to discuss the ReadOnly group.
* Clarifications of mail configuration.

Features
* add_constituency now has a --force flag to aid scripting

A complete changelog is available from git by running:
    git log 3.0.2..3.0.3
or visiting
    https://github.com/bestpractical/rtir/compare/3.0.2...3.0.3
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rt-announce at lists.bestpractical.com
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-announce

From matt.wells at mosaic451.com  Wed Oct 22 11:35:34 2014
From: matt.wells at mosaic451.com (Matt Wells)
Date: Wed, 22 Oct 2014 08:35:34 -0700
Subject: [rt-users] Continued Migrations Questions -
Message-ID: <CAJ9FbdK4E2ivFw0Exuu3QAUZ=6Ni7HPT0vHqDAqWLWTJnMjOCQ@mail.gmail.com>

On my continued migration from ZenDesk I've come across something that
honestly I've not done with RT.  Templates, Queues and app configuration, I
feel good with.
Something unique to my current workplace is the need for multiple domains
email addresses.
I know I can catch this downstream in a postfix server and write a filter
for it but I wanted to see if RT could do it.

My domain is example.com
Queue 1 Email - support at example.com
Queue 2 Email - noc at example.com
Queue 3 Email - support at companyabc.com

I need to relay mail through their smtp system.  Can you do that per
queue?  Like I said, I can catch it downstream with postfix but something
in the app would just be cleaner.

Honestly, it's been a while since I ran RT in the workplace and I had
forgotten how awesome these groups are.
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From benny.colantuono at pharpoint.com  Wed Oct 22 13:24:07 2014
From: benny.colantuono at pharpoint.com (advansuper)
Date: Wed, 22 Oct 2014 10:24:07 -0700 (MST)
Subject: [rt-users] Not receiving alerts when requester responds to
 help@support.domain.com
Message-ID: <1413998647551-58883.post@n7.nabble.com>

This system has been in place and setup by another user previously, however,
when a requester responds to just help at support.domain.com the ticket owner
or the tech responding to the ticket does not get any email alerts of
replies directly to that ticket from a requester. 

So I'll respond to a ticket via email, attach help at support.domain.com to log
my response and the requester receives the email, but when they only respond
to help at support.domain.com I do not get a notification unless they CC me
directly.

I know you can edit the people of the ticket manually to get alerts, but how
do I automate this process, so once a tech responds they will get future
alerts of replies to the ticket?



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From fleon at seguroscatatumbo.com  Wed Oct 22 14:50:03 2014
From: fleon at seguroscatatumbo.com (fleon)
Date: Wed, 22 Oct 2014 11:50:03 -0700 (MST)
Subject: [rt-users] Using an asset custom field as the asset id
Message-ID: <1414003803612-58884.post@n7.nabble.com>

When using the asset csv import extension you can configure it to use one of
the column names as the id of the created asset.

What i don't see is a way to do this when creating an asset through the
website. This means that potentially i will get issues if i create assets
manually and then import some more through the csv import extension.

This is important for people that have an existing infrastructure of assets
in their workplaces




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From info at otherdata.com  Wed Oct 22 16:21:05 2014
From: info at otherdata.com (wrender)
Date: Wed, 22 Oct 2014 13:21:05 -0700 (MST)
Subject: [rt-users] Auto Resolve Aged Tickets - Custom Email Template
In-Reply-To: <20141014165711.GJ3599@jibsheet.com>
References: <1411485312685-58601.post@n7.nabble.com>
	<1412955558023-58796.post@n7.nabble.com>
	<20141014165711.GJ3599@jibsheet.com>
Message-ID: <1414009265589-58885.post@n7.nabble.com>

Thanks, but I don't think this is what we are looking for. Here is what we
are looking for:

-  If we manually resolve a ticket, this should send out one email template
-  If there is an aged ticket, we want it to auto resolve, and then send out
a different custom template (I can get the tickets to auto resolve no
problem with rt-crontool, but I can't find out how to make it send a custom
email template when it auto resolves).

I tried to purchase the book, but I can't buy it from Barns and Noble being
from Canada.  





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From duihi77 at gmail.com  Wed Oct 22 20:44:53 2014
From: duihi77 at gmail.com (Duane Hill)
Date: Wed, 22 Oct 2014 19:44:53 -0500
Subject: [rt-users] Auto Resolve Aged Tickets - Custom Email Template
In-Reply-To: <1414009265589-58885.post@n7.nabble.com>
References: <1411485312685-58601.post@n7.nabble.com> 
	<1412955558023-58796.post@n7.nabble.com>
	<20141014165711.GJ3599@jibsheet.com>
	<1414009265589-58885.post@n7.nabble.com>
Message-ID: <1304319229.20141022194453@gmail.com>


On Wednesday, October 22, 2014, 3:21:05 PM, wrender wrote:

> Thanks, but I don't think this is what we are looking for. Here is what we
> are looking for:

> -  If we manually resolve a ticket, this should send out one email template
> -  If there is an aged ticket, we want it to auto resolve, and then send out
> a different custom template (I can get the tickets to auto resolve no
> problem with rt-crontool, but I can't find out how to make it send a custom
> email template when it auto resolves).

> I tried to purchase the book, but I can't buy it from Barns and Noble being
> from Canada.  

If  you  are  speaking  about the RT Essentials book, you can purchase
either paperback or PDF from O'Reilly:

http://shop.oreilly.com/product/9780596006686.do

It looks like they ship outside the US.

-- 
Duane Hill
duihi77 at gmail.com
"If at first you don't succeed, so much for sky diving."



From chrisherrmann7 at gmail.com  Wed Oct 22 22:21:27 2014
From: chrisherrmann7 at gmail.com (Chris Herrmann)
Date: Thu, 23 Oct 2014 13:21:27 +1100
Subject: [rt-users] rt-users] Continued Migrations Questions -
Message-ID: <CAE+JXUWCR536rdk0C7o=M7Ptwz7i5hAyuvU=1+2uDHh+bw1NFA@mail.gmail.com>

Hi Matt,

Yes you can do this on a per queue basis. My term for this is "per queue
branding" - I'm not sure if there's an official term for it. A disclaimer -
there are probably better / more efficient ways of doing this; I'm not an
expert but this is how we have it working.

So in a nutshell...

- Make sure the MTA will deliver messages for the desired addresses (e.g.
mynewqueue at mynewdomain.com --> mynewqueue ). In our case we have a forward
facing MTA, so it goes:

          mynewqueue at mynewdomain.com --> mynewqueuealias at myrthost -->
rt-mailgate

- Create your queue, put in the email addresses as you normally would for
your standard RT queue
- then create queue specific templates to override the system wide ones.
For example:

Template Name: Autoreply
Template Content:
Sender: mynewqueue at mynewdomain.com
Reply-To: mynewqueue at mynewdomain.com
From: My New Queue <mynewqueue at mynewdomain.com>
Subject: My New Queue Support Case: {$Ticket->Subject}
RT-Attach-Message: yes

{$Transaction->Content()}

This means that the queue will send out replies with these values, instead
of the system wide defaults (which would normally pick up your queue
address for correspondence). You need the queue address so that things
actually work - for example so that mailgate can drop the tickets in the
queue.

Hopefully that makes sense and I haven't made too many egregious errors...

Cheers,

Chris
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From ricky.burgin at appliansys.com  Thu Oct 23 07:28:34 2014
From: ricky.burgin at appliansys.com (Ricky Burgin)
Date: Thu, 23 Oct 2014 12:28:34 +0100
Subject: [rt-users] Requestor Last Response
Message-ID: <5448E662.4090603@appliansys.com>

In search, is there a way of determining if the last response of a
ticket was from a requestor, and also when their last response was?
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From Markus.Wildbolz at eu.magna.com  Thu Oct 23 09:04:29 2014
From: Markus.Wildbolz at eu.magna.com (Markus.Wildbolz at eu.magna.com)
Date: Thu, 23 Oct 2014 15:04:29 +0200
Subject: [rt-users] Graphical representation of open tickets
Message-ID: <OF8B507194.5D977F07-ONC1257D7A.0047544E-C1257D7A.0047D3B5@intier.com>

Hi there!

Has anybody done a graphical representation (line graph) of open tickets 
over time? Our management forced me to create such a representation.
I'm looking for a tool doing this graphing, having an x-axis as timeline 
and a graph for "Created", "Resolved" and "Open Tickets" per day (per 
queue, per user?!)

Before I start to code these things I wanted to ask you, if there are 
maybe some snippets of code which I could use.
Has anybody done such things before?


Greetings,
Markus
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From elacour at easter-eggs.com  Thu Oct 23 09:41:25 2014
From: elacour at easter-eggs.com (Emmanuel Lacour)
Date: Thu, 23 Oct 2014 15:41:25 +0200
Subject: [rt-users] Graphical representation of open tickets
In-Reply-To: <OF8B507194.5D977F07-ONC1257D7A.0047544E-C1257D7A.0047D3B5@intier.com>
References: <OF8B507194.5D977F07-ONC1257D7A.0047544E-C1257D7A.0047D3B5@intier.com>
Message-ID: <20141023134125.GA5412@easter-eggs.com>

On Thu, Oct 23, 2014 at 03:04:29PM +0200, Markus.Wildbolz at eu.magna.com wrote:
>    Hi there!
> 
>    Has anybody done a graphical representation (line graph) of open tickets
>    over time? Our management forced me to create such a representation.
>    I'm looking for a tool doing this graphing, having an x-axis as timeline
>    and a graph for "Created", "Resolved" and "Open Tickets" per day (per
>    queue, per user?!)
> 
>    Before I start to code these things I wanted to ask you, if there are
>    maybe some snippets of code which I could use.
>    Has anybody done such things before?
> 

I know two extensions:

- RT::Extension::JSGantt: not really fit your needs but may be a base
  for coding
- RTx::Timeline looks close to your needs, but pretty
  outdated/unmaintained


-- 
Easter-eggs                              Sp?cialiste GNU/Linux
44-46 rue de l'Ouest  -  75014 Paris  -  France -  M?tro Gait?
Phone: +33 (0) 1 43 35 00 37    -   Fax: +33 (0) 1 43 35 00 76
mailto:elacour at easter-eggs.com  -   http://www.easter-eggs.com


From woody at wildthingsafaris.com  Thu Oct 23 10:52:13 2014
From: woody at wildthingsafaris.com (Woody - Wild Thing Safaris)
Date: Thu, 23 Oct 2014 17:52:13 +0300
Subject: [rt-users] Graphical representation of open tickets
In-Reply-To: <20141023134125.GA5412@easter-eggs.com>
References: <OF8B507194.5D977F07-ONC1257D7A.0047544E-C1257D7A.0047D3B5@intier.com>
	<20141023134125.GA5412@easter-eggs.com>
Message-ID: <5449161D.3030709@wildthingsafaris.com>

I asked the developer of RTx::Timeline, but he says he's not using RT 
anymore.

I would be very keen to get Timeline up to date as we found it excellent 
with RT3, though i fear my ability to contribute might not be that 
great. I was planning to take a look at it to see how out of my depth it 
was

w.

On 23/10/14 16:41, Emmanuel Lacour wrote:
> On Thu, Oct 23, 2014 at 03:04:29PM +0200, Markus.Wildbolz at eu.magna.com wrote:
>>     Hi there!
>>
>>     Has anybody done a graphical representation (line graph) of open tickets
>>     over time? Our management forced me to create such a representation.
>>     I'm looking for a tool doing this graphing, having an x-axis as timeline
>>     and a graph for "Created", "Resolved" and "Open Tickets" per day (per
>>     queue, per user?!)
>>
>>     Before I start to code these things I wanted to ask you, if there are
>>     maybe some snippets of code which I could use.
>>     Has anybody done such things before?
>>
> I know two extensions:
>
> - RT::Extension::JSGantt: not really fit your needs but may be a base
>    for coding
> - RTx::Timeline looks close to your needs, but pretty
>    outdated/unmaintained
>
>

-- 
-----------------------
Richard Wood (Woody)
Managing Director
Wild Thing Safaris Ltd.
PO BOX 34514 DSM
Office: +255 (0) 222 617 166
Office Mobile: +255 (0) 773 503 502
Direct: +255 657 799 468
Skype: woody1tz
http://wildthingsafaris.com



From fleon at seguroscatatumbo.com  Thu Oct 23 11:16:54 2014
From: fleon at seguroscatatumbo.com (fleon)
Date: Thu, 23 Oct 2014 08:16:54 -0700 (MST)
Subject: [rt-users] Graphical representation of open tickets
In-Reply-To: <OF8B507194.5D977F07-ONC1257D7A.0047544E-C1257D7A.0047D3B5@intier.com>
References: <OF8B507194.5D977F07-ONC1257D7A.0047544E-C1257D7A.0047D3B5@intier.com>
Message-ID: <1414077414360-58892.post@n7.nabble.com>

What's wrong with the included Chart.html?

https://rtserver/Search/Chart.html



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From matt.wells at mosaic451.com  Thu Oct 23 14:49:10 2014
From: matt.wells at mosaic451.com (Matt Wells)
Date: Thu, 23 Oct 2014 11:49:10 -0700
Subject: [rt-users] GitHub "ticket" system -
Message-ID: <CAJ9FbdKA-_s7n=dH-i72G=xFoqv4dS1aydkrVB+L44hsn5m1bg@mail.gmail.com>

I have a customer that uses github as a ticket system.  I want to suck
those into RT so our NOC can use the same tool for every customer.
I've seen some scripts but I've not really seen one that does it.  Am I
missing something?  Need to research more?

Thanks again to everyone on this list.
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From Markus.Wildbolz at eu.magna.com  Fri Oct 24 02:37:11 2014
From: Markus.Wildbolz at eu.magna.com (Markus.Wildbolz at eu.magna.com)
Date: Fri, 24 Oct 2014 08:37:11 +0200
Subject: [rt-users] Graphical representation of open tickets
Message-ID: <OF154B1DCA.56202D32-ONC1257D7B.00243832-C1257D7B.00245FE6@intier.com>

As far as I know, there is no possibility to draw line-charts with the 
built in charting functions.

Also, the problem I have is calculating the number of open tickets per 
day.
Is there a CLI-function which I could use? I need to know the number of 
open (not resolved and not rejected) at a specific day!


Greetings,
Markus
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From hamiltontpreston at gmail.com  Tue Oct 28 10:56:24 2014
From: hamiltontpreston at gmail.com (Hamilton Preston)
Date: Tue, 28 Oct 2014 10:56:24 -0400
Subject: [rt-users] How do you get the SQL that is generated from the
	ticketSQL
Message-ID: <CAMmTU1afbfnZFavqgsUJ42gRS3V64ZGZvmO6Rt2wGBzZ1-tOeg@mail.gmail.com>

I am trying to get the SQL that will be sent to the database given some
ticketSQL.

I am not sure what I am doing is the right way to try to do this and
unfortunately it is not working anyway.

Does anyone have some tips?


I tried the following but it gives me an error of:
Can't locate object method "QueryHistory" via package "RT::Tickets"

But looking at this documentation I thought it would work.
https://github.com/bestpractical/rt/blob/stable/lib/RT/Handle.pm



#!/usr/bin/perl
use strict;
use warnings;
use v5.10;
use RT -init;
use RT::Ticket;
my $ticketSQL = "Id='1'";
my $tickets    = RT::Tickets->new( RT->SystemUser );
my $validQuery = $tickets->FromSQL($ticketSQL);
say $tickets->QueryHistory();

Thanks
HP
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From elacour at easter-eggs.com  Tue Oct 28 11:00:46 2014
From: elacour at easter-eggs.com (Emmanuel Lacour)
Date: Tue, 28 Oct 2014 16:00:46 +0100
Subject: [rt-users] How do you get the SQL that is generated from the
 ticketSQL
In-Reply-To: <CAMmTU1afbfnZFavqgsUJ42gRS3V64ZGZvmO6Rt2wGBzZ1-tOeg@mail.gmail.com>
References: <CAMmTU1afbfnZFavqgsUJ42gRS3V64ZGZvmO6Rt2wGBzZ1-tOeg@mail.gmail.com>
Message-ID: <20141028150045.GC5188@easter-eggs.com>


do "export DBI_PROFILE=2" before running your command ;)

(see also $StatementLog in RT_Config.pm)


-- 
Easter-eggs                              Sp?cialiste GNU/Linux
44-46 rue de l'Ouest  -  75014 Paris  -  France -  M?tro Gait?
Phone: +33 (0) 1 43 35 00 37    -   Fax: +33 (0) 1 43 35 00 76
mailto:elacour at easter-eggs.com  -   http://www.easter-eggs.com


From konstantin at linuxfoundation.org  Tue Oct 28 18:54:24 2014
From: konstantin at linuxfoundation.org (Konstantin Ryabitsev)
Date: Tue, 28 Oct 2014 18:54:24 -0400
Subject: [rt-users] GnuPG output is not very useful
Message-ID: <54501EA0.9080107@linuxfoundation.org>

Hello, all:

I'm not sure if it's a misconfiguration our part, but when GnuPG options
are enabled in RT, the UI output is not very useful. E.g., here's what
it says for a valid signature:

GnuPG: 	The signature is good, signed by Foo Bar <foo.bar at example.com>,
trust level is unknown

Here are the reasons it's not useful:

Key validity is not shown
-------------------------
I don't really want to know the owner-trust level (more often than not
it's going to be "unknown"). I want to see what the *key validity* is.
These two concepts are very different, but for signed email sent to the
tracker you want to see *validity* not *owner-trust*.

Key ID is not shown
-------------------
"Foo Bar <foo.bar at example.com>" is not unique. Anyone can create a PGP
key with any name/email they want. What it should show is at least
partial hex keyid.

To clarify:

Each member of my support team is in the RT keyring with their keys
fully trusted (owner-trust: full). Users we support have their PGP key
signed by one of us, and a lot of incoming requests MUST be signed by a
PGP key carrying our signature before we act on them. So:

Me (trust:Full; validity:Full)
User Foo Bar, key signed by me (trust:Unknown; validity: Full)

The pgp output that would be really useful is:

GnuPG: Good signature from Foo Bar <foo.bar at example.com>
       Key ID: 0xFFFFFFFF | Validity: Full | Trust: Unknown

I just wanted to check if there's perhaps something we've overlooked in
the configuration that would let us make output resemble something like
that.


Best,
-- 
Konstantin Ryabitsev
Linux Foundation Collab Projects
Montr?al, Qu?bec


From rcolen at experty.com  Wed Oct 29 04:51:41 2014
From: rcolen at experty.com (Rinke Colen)
Date: Wed, 29 Oct 2014 09:51:41 +0100
Subject: [rt-users] Enable requestors to view ticket without logging in
Message-ID: <CABj2uyoVc9128-EoZVUg+AN3nPt=S6g+=bpK7LpFRs-xs2nTFw@mail.gmail.com>

L.S.

I have set up user accounts for IT staff, but not for any other
people. There is no LDAP or other directory integration. We have only
internal customers.

Customers create tickets by sending an email. The automated response
contains a link to the ticket. When the requestor follows that link,
they are required to log in. Since they don't have a user account they
can't.

How can I enable requestors to view their tickets without logging in?


From TFrench at theprivatebank.com  Wed Oct 29 13:45:11 2014
From: TFrench at theprivatebank.com (Todd French)
Date: Wed, 29 Oct 2014 17:45:11 +0000
Subject: [rt-users] Stop Auto-Reply message to specific address
Message-ID: <ECAF53276AC7D847AE81E3FB29CF8B2E893672A7@chi-exmb1.pvtb.local>

Hello everyone,

I'm attempting to stop outgoing messages to a set of specific addresses and having some trouble.  The exact scenario is that we have a couple of systems automatically generating tickets into a queue.  I'm looking for a way to stop RT from attempting to reply to these specific addresses with the ticket autoreply, without also disabling the autoreply for other tickets generated in the queue by our real persons.

The automated systems addresses show up in the user list and I tried removing the email field from those entries but RT is still attempting to deliver the autoreply.

I would like to do this, if possible, without creating a new queue running a different set of scrips.

Todd French | Technology Services
End User Computing Analyst

THE PRIVATEBANK
120 South LaSalle Street
Chicago, Illinois 60603
p: 312.564.6968


________________________________

The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and privileged material. Unauthorized review, use, disclosure, or distribution is prohibited. If you receive this material/information in error, please contact the sender and destroy the material/information.

Email is not a secure form of communication and should not be used to transmit personal or confidential information such as account numbers, balance information, or wire transfer requests. The PrivateBank is not responsible for the security of sensitive information received by email.
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From falcone at bestpractical.com  Wed Oct 29 17:08:43 2014
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 29 Oct 2014 17:08:43 -0400
Subject: [rt-users] [rt-announce] RT 4.2.9 Released
Message-ID: <20141029210843.GF28837@jibsheet.com>

RT 4.2.9 is now available

RT 4.2.9 is a bugfix release and includes a fix needed to release RTIR 3.2.0.

https://download.bestpractical.com/pub/rt/release/rt-4.2.9.tar.gz
https://download.bestpractical.com/pub/rt/release/rt-4.2.9.tar.gz.asc

SHA1 sums

f3433d388d59283b4ea28d588af69fd16f870aae  rt-4.2.9.tar.gz
b8063cbc2621351db0c1de16b4c04fac318b9b50  rt-4.2.9.tar.gz.sig

General user UI
* Fix Subject header during ticket printing (#30362)
* Comparisons of long text Custom Fields were erroneously reporting
  updates (#30378)
* Broken logo link for the mobile UI when used with $WebPath
* No longer leak base64 data to non-english users who change a Dashboard
  subscription and futureproof for other Attribute updates (#24665)
* Previous column selection is remembered when updating search formats (#16972)
* Charts could return quadrupled data for aggregate data (such as Time
  Worked) depending on your rights configuration.
* Charts can now be grouped by Priority
* Ticket Creation form now leaves Requestor blank on page reload if you
  cleared it out.

Localizations
* "check to delete all values" is now localized

Command-line
* BeforeDue action now accepts 2D as well as 2d (#30449)
* bin/rt no longer shows a default Due date unless one is configured
  on the Queue. Additionally, Starts and Due are served in your time
  zone (#20334)

Admin
* Improvements to the layout of the Group Members page

Developer
* Fix tests that used send_via_mailgate to properly check returns (#19156)
* Improvements to rt-static-docs for generating online documentation
* Proper warnings testing for cf_date tests
* Remove unused code to render Rules during replies/comments
* Undo a regression that meant Custom Fields passed to Ticket->Create
  needed to be readable by the user creating the ticket.

Documentation
* Add a mention of SelfService to the documentation of $AllowUserAutocompleteForUnprivileged
* Update our backups documentation to cover restoring from the suggested
  backups.

A complete changelog is available from git by running:
    git log rt-4.2.8..rt-4.2.9
or visiting
    https://github.com/bestpractical/rt/compare/rt-4.2.8...rt-4.2.9
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From clancyian at gmail.com  Thu Oct 30 05:27:29 2014
From: clancyian at gmail.com (Ian Clancy)
Date: Thu, 30 Oct 2014 09:27:29 +0000
Subject: [rt-users] RT Assests. How to search for assets that have no 'Held
	By' valeo?
Message-ID: <CACG5arDNss3nQVe2KBHtoQ77+J3AO+erjk1wZcZGJdRtas1NVw@mail.gmail.com>

Hi Everyone,
Long time RT User with what i hope is a simple question. I have installed
the Assets extension and imported lots of data with the Assets Import CSV
extension. Some of my assets have 'Held By' information and some do not.
What i want to do is perform a search that will display all of the assests
that do not have 'Held By' information. Maybe i am missing something but
there does not appear to be an obvious way to do this ?.
Thanks in advance for any assistance.
Rgds
Ian
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From nikola.hordez at nettvplus.org  Fri Oct 31 14:05:23 2014
From: nikola.hordez at nettvplus.org (Nikola Hordez)
Date: Fri, 31 Oct 2014 19:05:23 +0100
Subject: [rt-users] e-mail encoding problem with the Autoreply template
Message-ID: <CADsi-t0+xkB9NQSZ6XpWyyZie-7iK-sDspPQQ9bnmhv0a4itDw@mail.gmail.com>

Hi,

I have a problem with the encoding on Request Tracker 4.0.19 on Ubuntu
14.04.
I recently migrated from mysql to postgreSQL with the RTmysqltoPg script.
When I save a template for Autoreply in a queue that have characters like
?,?,?..., I receive a reply with gibberish instead of text with ?,?,?,
In the headers of the mail I can see that everything is set to UTF-8.
After investigating a little, I saw that even the table templates in the
PostgreSQL database is wrongly encoded(no invalid byte sequence in the
PostgreSQL logs!), but surprisingly enough the characters are displayed OK
in the web interface of RT (on the template page).
Maybe this is a bug in Perl, so I tried to downgrade the Encode
plugin(version 2.49 and 2.53) from version 2.63, but it;s still the same.
My Perl version is v5.18.2.
I presume that if I manually replace in postgreSQL the characters to ?,?,?
that the mail will be OK, but I can't test it yet on the production server.
Why is Perl not sending the text in the proper encoding format to the
database?
The encoding in PostgreSQL is set for the database to UTF8, the
client_encoding as well.

Thank you in advance!

Best regards,
Nikola Hordez
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From alexmv at bestpractical.com  Fri Oct 31 17:25:48 2014
From: alexmv at bestpractical.com (Alex Vandiver)
Date: Fri, 31 Oct 2014 17:25:48 -0400
Subject: [rt-users] e-mail encoding problem with the Autoreply template
In-Reply-To: <CADsi-t0+xkB9NQSZ6XpWyyZie-7iK-sDspPQQ9bnmhv0a4itDw@mail.gmail.com>
References: <CADsi-t0+xkB9NQSZ6XpWyyZie-7iK-sDspPQQ9bnmhv0a4itDw@mail.gmail.com>
Message-ID: <5453FE5C.80501@bestpractical.com>

On 10/31/2014 02:05 PM, Nikola Hordez wrote:
> Hi,
> 
> I have a problem with the encoding on Request Tracker 4.0.19 on Ubuntu
> 14.04.
> I recently migrated from mysql to postgreSQL with the RTmysqltoPg script.

I suspect that may be the cause of your problem.

Regardless, check the version of DBD::Pg installed.  If you have 3.3.0
or higher installed, you need to run RT 4.0.22.  Versions of RT prior to
4.0.22 could cause encoding problems.
 - Alex



From alexmv at bestpractical.com  Fri Oct 31 18:34:34 2014
From: alexmv at bestpractical.com (Alex Vandiver)
Date: Fri, 31 Oct 2014 18:34:34 -0400
Subject: [rt-users] GnuPG output is not very useful
In-Reply-To: <54501EA0.9080107@linuxfoundation.org>
References: <54501EA0.9080107@linuxfoundation.org>
Message-ID: <54540E7A.2030302@bestpractical.com>

On 10/28/2014 06:54 PM, Konstantin Ryabitsev wrote:
> I'm not sure if it's a misconfiguration our part, but when GnuPG options
> are enabled in RT, the UI output is not very useful. E.g., here's what
> it says for a valid signature:
> 
> GnuPG: 	The signature is good, signed by Foo Bar <foo.bar at example.com>,
> trust level is unknown
> 
> Here are the reasons it's not useful:
> [snip] 
> 
> I just wanted to check if there's perhaps something we've overlooked in
> the configuration that would let us make output resemble something like
> that.

Nope; patches gladly accepted.  You likely want to look around

https://github.com/bestpractical/rt/blob/stable/lib/RT/Crypt/GnuPG.pm#L1456-L1489

 - Alex