From AJames at tibus.com Mon Jan 4 11:51:57 2016
From: AJames at tibus.com (Alun James)
Date: Mon, 4 Jan 2016 16:51:57 +0000
Subject: [rt-users] Custom autoreply for outside of Business Hours
Message-ID: <1e2675809a494799b01ea3910ef8af0e@tibus.com>
I note a few mods relating to Business Hours and SLA / Due Dates, however, is there any way to customise the autoreply on new ticket creation depending on being inside or outside of business hours? Such that the autoreply could contain additional details e.g. "The office is closed, but your issue will be picked up at 9am tomorrow.."
Regards,
A
ALUN JAMES
Senior Systems Engineer
Tibus
T: +44 (0)28 9033 1122
E: ajames at tibus.com
W: www.tibus.com
Follow us on Twitter @tibus
Tibus is a trading name of The Internet Business Ltd, a company limited by share capital and registered in Northern Ireland, NI31235. It is part of UTV Media Plc.
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From kcreasy at aph.org Tue Jan 5 13:20:52 2016
From: kcreasy at aph.org (Keith Creasy)
Date: Tue, 5 Jan 2016 18:20:52 +0000
Subject: [rt-users] Custom field that provides a sum of time estimated and
time worked in child tickets
Message-ID: <0CCA574EA07BCC48BB2161AADC8B92B74052FE77@WINSRVEX10.aph.org>
Hi all.
Before I get to far into the weeds is there already an easy way to do this? We want to total the time worked and time estimated for all the child tickets of what we have defined as "epic"'s. I can think of a few ways to do it but maybe there is already some easy way that I hadn't thought of.
Thanks.
Keith
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From paul.neumann at live.com Wed Jan 6 16:04:46 2016
From: paul.neumann at live.com (Paul Neumann)
Date: Wed, 6 Jan 2016 21:04:46 +0000
Subject: [rt-users] Scrips and Assets
Message-ID:
Can any one give me a quick pointer around creating scrip for assets.
I'd like to populate the asset 'name' field using a combination of a make and model field on asset creation/asset update. It would replace whatever was in the name field eg
make:
Fujitsu
Model:
U904
On create the asset name field would be populated with:
Fujitsu U904
From jdemarchi at pivit.com.au Wed Jan 6 23:28:33 2016
From: jdemarchi at pivit.com.au (Julian De Marchi)
Date: Thu, 7 Jan 2016 14:28:33 +1000
Subject: [rt-users] RT External Auth Issue
Message-ID:
heya?
I am trying to configure RT::Authen::ExternalAuth. I have configured it as per the perldocs?. I am confident I have the configuration correct as I just used their examples. However when I try and log in with a non-existent RT users, but one that exists in LDAP, it does not create the user.
[362] [Thu Jan 7 01:19:10 2016] [error]: FAILED LOGIN for jdemarchi from 10.254.84.102 (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:810)
However, when I add the user to RT, it pre-populates the users information showing that authInfo is working as expected.
[6805] [Tue Jan 5 05:15:42 2016] [info]: RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Address1: , Address2: , AuthSystem: , City: Underwood, Comments: , ContactInfoSystem: , Country: , Disabled: , EmailAddress: jdemarchi at pivit.com.au, EmailEncoding: , ExternalAuthId: , ExternalContactInfoId: , FreeformContactInfo: , Gecos: , HomePhone: , Lang: , MobilePhone: , Name: jdemarchi, NickName: , Organization: , PagerPhone: , Privileged: 1, RealName: Julian, Signature: , State: , WebEncoding: , WorkPhone: , Zip: (/usr/share/perl5/vendor_perl/RT/Authen/ExternalAuth.pm:868)
Here are the relevant parts of my RT_SiteConfig.pm
# LDAP Auth
Set( $ExternalAuthPriority, ["My_LDAP"] );
Set( $ExternalInfoPriority, ["My_LDAP"] );
Set( $UserAutocreateDefaultsOnLogin, { Privileged => 1 } );
Set($AutoCreateNonExternalUsers, 1);
I know my ExternalSettings section is correct as it is talking to LDAP for user info.
Any help would be great!
Many thanks,
Julian
From user1437 at QET.BE Thu Jan 7 05:07:46 2016
From: user1437 at QET.BE (user1437 at QET.BE)
Date: Thu, 7 Jan 2016 10:07:46 +0000
Subject: [rt-users] assigning a ticket to a group
Message-ID: <3A6BE8DE-7F6C-4DAC-84BC-D165D46D911D@qet.be>
Hi all,
I just installed RTIR 4.4 (I know its rc) on ubuntu server 14.04 LTS
But wanted to get a head start ;)
We?ve been using stir for several years now without problems.
But recently the need has risen to assign tickets to groups instead of people or queues.
Is this possible in the new RTIR?
Because I?ve been searching the net, the archives of best practical, and trying to implement it but can?t get an exclusive answer about this.
It feels to me that assigning tickets to queues instead of groups seems a kind of bypass because assign gin to groups is not possible?
Maybe I?m not looking the right way into how a ticket process flow should be/work in stir.
Kind regards,
T
From abilash at consignit.in Thu Jan 7 07:19:08 2016
From: abilash at consignit.in (Abilash Praveen [Consign IT Private Limited])
Date: Thu, 7 Jan 2016 17:49:08 +0530
Subject: [rt-users] AH00130: File does not exist:
/opt/rt4/sbin/rt-server.fcgi/
Message-ID:
Hello,
This is a new installation of RT 4.2.12. I'm using mod_fcgid and followed
instructions from
https://www.bestpractical.com/docs/rt/4.2/web_deployment.html#mod_fcgid
RT permissions are:
drwxr-xr-x. 10 root root 4.0K Jan 7 13:39 ./
drwxr-xr-x. 14 root root 4.0K Jan 7 13:39 ../
drwxr-xr-x. 2 root root 4.0K Jan 7 13:39 bin/
drwxr-xr-x. 7 root root 4.0K Jan 7 13:39 docs/
drwxr-xr-x. 3 root nobody 4.0K Jan 7 17:35 etc/
drwxr-xr-x. 3 root bin 4.0K Jan 7 13:39 lib/
drwxr-xr-x. 9 root root 4.0K Jan 7 14:03 local/
drwxr-xr-x. 2 root root 4.0K Jan 7 13:39 sbin/
drwxr-xr-x. 6 root root 4.0K Jan 7 13:39 share/
drwxr-xr-x. 5 nobody nobody 4.0K Jan 7 13:39 var/
My virtualhost config has the following:
### Optional apache logs for RT
# Ensure that your log rotation scripts know about these files
ErrorLog /opt/rt4/var/log/apache2.error
# TransferLog /opt/rt4/var/log/apache2.access
LogLevel debug
AddDefaultCharset UTF-8
ScriptAlias / /opt/rt4/sbin/rt-server.fcgi/
DocumentRoot "/opt/rt4/share/html"
#= 2.4> # For Apache 2.4
Require all granted
#
# # For Apache 2.2
# Order allow,deny
# Allow from all
#
Options +ExecCGI
AddHandler fcgid-script fcgi
Apache's error log has no information. Access log just shows a 404.
RT's log shows the following:
(var/log/apache2.error)
(Server version: Apache/2.4.18 (Unix))
[Thu Jan 07 17:46:01.470791 2016] [ssl:info] [pid 20705] [client
117.218.246.102:29813] AH01964: Connection to child 13 established (server
rt.consignweb.com:443)
[Thu Jan 07 17:46:01.471199 2016] [ssl:debug] [pid 20705]
ssl_engine_kernel.c(2096): [client 117.218.246.102:29813] AH02043: SSL
virtual host for servername rt.consignweb.com found
[Thu Jan 07 17:46:01.471234 2016] [ssl:debug] [pid 20705]
ssl_util_stapling.c(754): AH01951: stapling_cb: OCSP Stapling callback
called
[Thu Jan 07 17:46:01.471282 2016] [ssl:debug] [pid 20705]
ssl_util_stapling.c(762): AH01952: stapling_cb: retrieved cached
certificate data
[Thu Jan 07 17:46:01.471303 2016] [socache_shmcb:debug] [pid 20705]
mod_socache_shmcb.c(528): AH00835: socache_shmcb_retrieve (0xa6 -> subcache
6)
[Thu Jan 07 17:46:01.471313 2016] [socache_shmcb:debug] [pid 20705]
mod_socache_shmcb.c(880): AH00849: match at idx=0, data=0
[Thu Jan 07 17:46:01.471318 2016] [socache_shmcb:debug] [pid 20705]
mod_socache_shmcb.c(538): AH00836: leaving socache_shmcb_retrieve
successfully
[Thu Jan 07 17:46:01.471333 2016] [ssl:debug] [pid 20705]
ssl_util_stapling.c(314): AH01933: stapling_get_cached_response: cache hit
[Thu Jan 07 17:46:01.471338 2016] [ssl:debug] [pid 20705]
ssl_util_stapling.c(697): AH01953: stapling_cb: retrieved cached response
[Thu Jan 07 17:46:01.471389 2016] [ssl:debug] [pid 20705]
ssl_util_stapling.c(813): AH01956: stapling_cb: setting response
[Thu Jan 07 17:46:01.477482 2016] [ssl:info] [pid 20704] [client
117.218.246.102:29814] AH01964: Connection to child 14 established (server
rt.consignweb.com:443)
[Thu Jan 07 17:46:01.477594 2016] [ssl:debug] [pid 20704]
ssl_engine_kernel.c(2096): [client 117.218.246.102:29814] AH02043: SSL
virtual host for servername rt.consignweb.com found
[Thu Jan 07 17:46:01.477611 2016] [ssl:debug] [pid 20704]
ssl_util_stapling.c(754): AH01951: stapling_cb: OCSP Stapling callback
called
[Thu Jan 07 17:46:01.477628 2016] [ssl:debug] [pid 20704]
ssl_util_stapling.c(762): AH01952: stapling_cb: retrieved cached
certificate data
[Thu Jan 07 17:46:01.477641 2016] [socache_shmcb:debug] [pid 20704]
mod_socache_shmcb.c(528): AH00835: socache_shmcb_retrieve (0xa6 -> subcache
6)
[Thu Jan 07 17:46:01.477649 2016] [socache_shmcb:debug] [pid 20704]
mod_socache_shmcb.c(880): AH00849: match at idx=0, data=0
[Thu Jan 07 17:46:01.477653 2016] [socache_shmcb:debug] [pid 20704]
mod_socache_shmcb.c(538): AH00836: leaving socache_shmcb_retrieve
successfully
[Thu Jan 07 17:46:01.477664 2016] [ssl:debug] [pid 20704]
ssl_util_stapling.c(314): AH01933: stapling_get_cached_response: cache hit
[Thu Jan 07 17:46:01.477669 2016] [ssl:debug] [pid 20704]
ssl_util_stapling.c(697): AH01953: stapling_cb: retrieved cached response
[Thu Jan 07 17:46:01.477700 2016] [ssl:debug] [pid 20704]
ssl_util_stapling.c(813): AH01956: stapling_cb: setting response
[Thu Jan 07 17:46:01.544941 2016] [ssl:debug] [pid 20705]
ssl_engine_kernel.c(2023): [client 117.218.246.102:29813] AH02041:
Protocol: TLSv1.2, Cipher: ECDHE-RSA-AES128-GCM-SHA256 (128/128 bits)
[Thu Jan 07 17:46:01.551837 2016] [ssl:debug] [pid 20704]
ssl_engine_kernel.c(2023): [client 117.218.246.102:29814] AH02041:
Protocol: TLSv1.2, Cipher: ECDHE-RSA-AES128-GCM-SHA256 (128/128 bits)
[Thu Jan 07 17:46:01.660744 2016] [ssl:debug] [pid 20705]
ssl_engine_kernel.c(354): [client 117.218.246.102:29813] AH02034: Initial
(No.1) HTTPS request received for child 13 (server rt.consignweb.com:443)
[Thu Jan 07 17:46:01.661552 2016] [authz_core:debug] [pid 20705]
mod_authz_core.c(809): [client 117.218.246.102:29813] AH01626:
authorization result of Require all granted: granted
[Thu Jan 07 17:46:01.661566 2016] [authz_core:debug] [pid 20705]
mod_authz_core.c(809): [client 117.218.246.102:29813] AH01626:
authorization result of : granted
[Thu Jan 07 17:46:01.661938 2016] [core:info] [pid 20705] [client
117.218.246.102:29813] AH00130: File does not exist:
/opt/rt4/sbin/rt-server.fcgi/
[Thu Jan 07 17:46:01.662020 2016] [core:info] [pid 20705] [client
117.218.246.102:29813] AH00130: File does not exist:
/opt/rt4/sbin/rt-server.fcgi/404.shtml
[Thu Jan 07 17:46:06.667355 2016] [ssl:info] [pid 20705] (70007)The timeout
specified has expired: [client 117.218.246.102:29813] AH01991: SSL input
filter read failed.
[Thu Jan 07 17:46:06.667484 2016] [ssl:debug] [pid 20705]
ssl_engine_io.c(1016): [client 117.218.246.102:29813] AH02001: Connection
closed to child 13 with standard shutdown (server rt.consignweb.com:443)
The file exists at /opt/rt4/sbin/rt-server.fcgi obviously. I can't seem to
figure out where the problem is. Please help.
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From girgen at pingpong.net Thu Jan 7 07:57:46 2016
From: girgen at pingpong.net (Palle Girgensohn)
Date: Thu, 7 Jan 2016 13:57:46 +0100
Subject: [rt-users] slow join with cachedgroupmembers for a simple "comment"
click
Message-ID: <7B1BA1EE-C2C6-49A4-8112-F96D028422B5@pingpong.net>
Hi,
For our RT database, just clicking "comment" takes five seconds. In general, RT is very slow for us, and I believe that after 10+ years of use, we have bloat in the database. 500k+ entries in CachedGroupMembers, for example. All of them but a handful are enabled (disabled = 0).
So when I click comment in a ticket, I wait for this query five seconds. Seems to me it produces a list of users allowed to comment on this.
The results can be very different for different queus.
We'd like to keep the history, so shredding old tickets is not the first choice for us.
rt=# explain ANALYZE
rt-# SELECT DISTINCT main.id,
rt-# main.name
rt-# FROM Users main
rt-# CROSS JOIN ACL ACL_3
rt-# JOIN Principals Principals_1 ON (Principals_1.id = main.id)
rt-# JOIN CachedGroupMembers CachedGroupMembers_2 ON (CachedGroupMembers_2.MemberId = Principals_1.id)
rt-# JOIN CachedGroupMembers CachedGroupMembers_4 ON (CachedGroupMembers_4.MemberId = Principals_1.id)
rt-# WHERE ((ACL_3.ObjectType = 'RT::Ticket'
rt(# AND ACL_3.ObjectId = 75164)
rt(# OR (ACL_3.ObjectType = 'RT::Queue'
rt(# AND ACL_3.ObjectId = 21)
rt(# OR (ACL_3.ObjectType = 'RT::System'
rt(# AND ACL_3.ObjectId = 1))
rt-# AND (ACL_3.PrincipalId = CachedGroupMembers_4.GroupId)
rt-# AND (ACL_3.PrincipalType = 'Group')
rt-# AND (ACL_3.RightName = 'OwnTicket')
rt-# AND (CachedGroupMembers_2.Disabled = '0')
rt-# AND (CachedGroupMembers_2.GroupId = '4')
rt-# AND (CachedGroupMembers_4.Disabled = '0')
rt-# AND (Principals_1.Disabled = '0')
rt-# AND (Principals_1.PrincipalType = 'User')
rt-# AND (Principals_1.id != '1')
rt-# ORDER BY main.Name ASC;
QUERY PLAN
--------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------
Unique (cost=554.36..554.37 rows=1 width=29) (actual time=5927.879..5927.937 rows=72 loops=1)
-> Sort (cost=554.36..554.37 rows=1 width=29) (actual time=5927.877..5927.893 rows=149 loops=1)
Sort Key: main.name, main.id
Sort Method: quicksort Memory: 32kB
-> Nested Loop (cost=1.84..554.35 rows=1 width=29) (actual time=5.926..5927.400 rows=149 loops=1)
-> Nested Loop (cost=1.56..550.64 rows=2 width=33) (actual time=0.152..78.279 rows=129788 loops=1)
-> Nested Loop (cost=1.13..548.76 rows=1 width=37) (actual time=0.131..7.133 rows=134 loops=1)
-> Nested Loop (cost=0.71..493.88 rows=36 width=33) (actual time=0.115..4.984 rows=136 loops=1)
-> Index Only Scan using disgroumem on cachedgroupmembers cachedgroupmembers_2 (cost=0.42..5.94 rows=76 width=4) (actual time=0.079..0.152 rows=137 loops=1)
Index Cond: ((groupid = 4) AND (disabled = 0::smallint))
Heap Fetches: 0
-> Index Scan using users_pkey on users main (cost=0.29..6.41 rows=1 width=29) (actual time=0.033..0.034 rows=1 loops=137)
Index Cond: (id = cachedgroupmembers_2.memberid)
-> Index Scan using principals_pkey on principals principals_1 (cost=0.42..1.51 rows=1 width=4) (actual time=0.014..0.015 rows=1 loops=136)
Index Cond: (id = main.id)
Filter: ((id <> 1) AND (disabled = 0::smallint) AND (principaltype = 'User'::text))
Rows Removed by Filter: 0
-> Index Only Scan using cachedgroupmembers2 on cachedgroupmembers cachedgroupmembers_4 (cost=0.42..1.67 rows=21 width=8) (actual time=0.011..0.290 rows=969 loops=134)
Index Cond: ((memberid = principals_1.id) AND (disabled = 0::smallint))
Heap Fetches: 0
-> Index Only Scan using acl1 on acl acl_3 (cost=0.28..1.85 rows=1 width=4) (actual time=0.045..0.045 rows=0 loops=129788)
Index Cond: ((rightname = 'OwnTicket'::text) AND (principaltype = 'Group'::text) AND (principalid = cachedgroupmembers_4.groupid))
Filter: (((objecttype = 'RT::Ticket'::text) AND (objectid = 75164)) OR ((objecttype = 'RT::Queue'::text) AND (objectid = 21)) OR ((objecttype = 'RT::System'::text) AND (objectid = 1)))
Rows Removed by Filter: 0
Heap Fetches: 0
Planning time: 6.461 ms
Execution time: 5928.204 ms
(27 rows)
If I remove the join on CachedGroupMembers_2 (the one that joins on memberid = principals.id where groupid = 4), it is lightning fast.
rt=# explain ANALYZE
rt-# SELECT DISTINCT main.id,
rt-# main.name
rt-# FROM Users main
rt-# CROSS JOIN ACL ACL_3
rt-# JOIN Principals Principals_1 ON (Principals_1.id = main.id)
rt-# --JOIN CachedGroupMembers CachedGroupMembers_2 ON (CachedGroupMembers_2.MemberId = Principals_1.id)
rt-# JOIN CachedGroupMembers CachedGroupMembers_4 ON (CachedGroupMembers_4.MemberId = Principals_1.id)
rt-# WHERE ((ACL_3.ObjectType = 'RT::Ticket'
rt(# AND ACL_3.ObjectId = 75164)
rt(# OR (ACL_3.ObjectType = 'RT::Queue'
rt(# AND ACL_3.ObjectId = 21)
rt(# OR (ACL_3.ObjectType = 'RT::System'
rt(# AND ACL_3.ObjectId = 1))
rt-# AND (ACL_3.PrincipalId = CachedGroupMembers_4.GroupId)
rt-# AND (ACL_3.PrincipalType = 'Group')
rt-# AND (ACL_3.RightName = 'OwnTicket')
rt-# -- AND (CachedGroupMembers_2.Disabled = '0')
rt-# -- AND (CachedGroupMembers_2.GroupId = '4')
rt-# AND (CachedGroupMembers_4.Disabled = '0')
rt-# AND (Principals_1.Disabled = '0')
rt-# AND (Principals_1.PrincipalType = 'User')
rt-# AND (Principals_1.id != '1')
rt-# ORDER BY main.Name ASC;
QUERY PLAN
--------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------
Unique (cost=1323.30..1323.33 rows=4 width=29) (actual time=20.321..20.395 rows=74 loops=1)
-> Sort (cost=1323.30..1323.31 rows=4 width=29) (actual time=20.320..20.340 rows=108 loops=1)
Sort Key: main.name, main.id
Sort Method: quicksort Memory: 30kB
-> Nested Loop (cost=614.87..1323.26 rows=4 width=29) (actual time=18.323..19.919 rows=108 loops=1)
Join Filter: (main.id = principals_1.id)
-> Hash Join (cost=614.44..724.20 rows=1232 width=33) (actual time=18.305..18.755 rows=124 loops=1)
Hash Cond: (cachedgroupmembers_4.memberid = main.id)
-> Nested Loop (cost=0.71..71.95 rows=2620 width=4) (actual time=0.168..0.456 rows=136 loops=1)
-> Index Only Scan using acl1 on acl acl_3 (cost=0.28..12.31 rows=13 width=4) (actual time=0.149..0.238 rows=12 loops=1)
Index Cond: ((rightname = 'OwnTicket'::text) AND (principaltype = 'Group'::text))
Filter: (((objecttype = 'RT::Ticket'::text) AND (objectid = 75164)) OR ((objecttype = 'RT::Queue'::text) AND (objectid = 21)) OR ((objecttype = 'RT::System'::text) AND (objectid = 1)))
Rows Removed by Filter: 108
Heap Fetches: 0
-> Index Only Scan using disgroumem on cachedgroupmembers cachedgroupmembers_4 (cost=0.42..4.54 rows=5 width=8) (actual time=0.009..0.013 rows=11 loops=12)
Index Cond: ((groupid = acl_3.principalid) AND (disabled = 0::smallint))
Heap Fetches: 0
-> Hash (cost=454.44..454.44 rows=12744 width=29) (actual time=18.118..18.118 rows=12819 loops=1)
Buckets: 2048 Batches: 1 Memory Usage: 771kB
-> Seq Scan on users main (cost=0.00..454.44 rows=12744 width=29) (actual time=0.009..9.680 rows=12819 loops=1)
-> Index Scan using principals_pkey on principals principals_1 (cost=0.42..0.47 rows=1 width=4) (actual time=0.008..0.008 rows=1 loops=124)
Index Cond: (id = cachedgroupmembers_4.memberid)
Filter: ((id <> 1) AND (disabled = 0::smallint) AND (principaltype = 'User'::text))
Rows Removed by Filter: 0
Planning time: 2.446 ms
Execution time: 20.726 ms
(26 rows)
Any ideas how to make RT quicker here? What is the purpose of this query anyway? I'm just getting the comments view?
Palle
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From mzagrabe at d.umn.edu Thu Jan 7 10:18:20 2016
From: mzagrabe at d.umn.edu (Matt Zagrabelny)
Date: Thu, 7 Jan 2016 09:18:20 -0600
Subject: [rt-users] assigning a ticket to a group
In-Reply-To: <3A6BE8DE-7F6C-4DAC-84BC-D165D46D911D@qet.be>
References: <3A6BE8DE-7F6C-4DAC-84BC-D165D46D911D@qet.be>
Message-ID:
Hi T,
On Thu, Jan 7, 2016 at 4:07 AM, wrote:
> Hi all,
>
> I just installed RTIR 4.4 (I know its rc) on ubuntu server 14.04 LTS
> But wanted to get a head start ;)
Just a point of clarification. RT is at 4.4rc and RTIR is at 3.2.
> We?ve been using stir for several years now without problems.
I've never used either RTIR, nor stir.
> But recently the need has risen to assign tickets to groups instead of people or queues.
> Is this possible in the new RTIR?
Not to my knowledge. You can have groups be watchers (Cc and AdminCc)
of queues, but I don't think you can add them (groups) as watchers of
tickets.
-m
From androponia at gmail.com Thu Jan 7 10:21:47 2016
From: androponia at gmail.com (Andrea Caputto)
Date: Thu, 07 Jan 2016 15:21:47 +0000
Subject: [rt-users] Display ticket
Message-ID:
On the Display of the ticket y can't see the text beginning with #
How can i resolve this issue?
Thanks
[image: pasted1]
--
Andrea Caputto
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From mzagrabe at d.umn.edu Thu Jan 7 11:00:11 2016
From: mzagrabe at d.umn.edu (Matt Zagrabelny)
Date: Thu, 7 Jan 2016 10:00:11 -0600
Subject: [rt-users] Display ticket
In-Reply-To:
References:
Message-ID:
Hi Andrea,
On Thu, Jan 7, 2016 at 9:21 AM, Andrea Caputto wrote:
> On the Display of the ticket y can't see the text beginning with #
>
I'm afraid I don't understand the question. Perhaps rephrase it?
-m
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From androponia at gmail.com Thu Jan 7 11:03:10 2016
From: androponia at gmail.com (Andrea Caputto)
Date: Thu, 07 Jan 2016 16:03:10 +0000
Subject: [rt-users] Display ticket
In-Reply-To:
References:
Message-ID:
do you see the picture i have attached? maybe that explains, the problem is
in the display of the message, i write something linke:
## execute comand
find --name pepe
and in the tickets show only "find --name ..." and the phrases that begin
with ## dont show , are hide.
El jue., 7 ene. 2016 a las 13:00, Matt Zagrabelny ()
escribi?:
> Hi Andrea,
>
> On Thu, Jan 7, 2016 at 9:21 AM, Andrea Caputto
> wrote:
>
>> On the Display of the ticket y can't see the text beginning with #
>>
>
> I'm afraid I don't understand the question. Perhaps rephrase it?
>
> -m
>
> --
Andrea Caputto
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From mzagrabe at d.umn.edu Thu Jan 7 11:13:21 2016
From: mzagrabe at d.umn.edu (Matt Zagrabelny)
Date: Thu, 7 Jan 2016 10:13:21 -0600
Subject: [rt-users] Display ticket
In-Reply-To:
References:
Message-ID:
On Thu, Jan 7, 2016 at 10:03 AM, Andrea Caputto wrote:
> do you see the picture i have attached?
Yep. :)
maybe that explains, the problem is
> in the display of the message, i write something linke:
>
> ## execute comand
>
> find --name pepe
>
>
> and in the tickets show only "find --name ..." and the phrases that begin
> with ## dont show , are hide.
Okay. Now I understand.
RT tries to do quote folding:
https://www.bestpractical.com/docs/rt/4.2/RT_Config.html#QuoteFolding
but their logic is failing for your example.
It looks like RT is using HTML::Quoted to do the quoting. I see three
options for you:
1. Turn off QuoteFolding either globally or per user.
2. Submit a bug report for RT.
3. Dig into HTML::Quoted to see why it is misquoting your example.
Cheers,
-m
From bparish at cognex.com Thu Jan 7 12:03:22 2016
From: bparish at cognex.com (Parish, Brent)
Date: Thu, 7 Jan 2016 17:03:22 +0000
Subject: [rt-users] Display ticket
In-Reply-To:
References:
Message-ID:
I'm not convinced that quoting using the pound/hash symbol is a bug?
RT does quote folding by a number of different tactics/symbols (presumably to accommodate the wide variety of email clients and various forms of quoting forwarded text).
I second the turning it off by user (I do that personally).
If it is only a few tickets here and there, you can also simply click on the links used to toggle/expand the quoting within that email/ticket.
Lastly, you could click on the "Show all quoted text" to expand them all within that ticket (located to the right at the very top of the History section of the page).
-----Original Message-----
From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Matt Zagrabelny
Sent: Thursday, January 07, 2016 11:13 AM
To: Andrea Caputto
Cc: rt-users
Subject: Re: [rt-users] Display ticket
On Thu, Jan 7, 2016 at 10:03 AM, Andrea Caputto wrote:
> do you see the picture i have attached?
Yep. :)
maybe that explains, the problem is
> in the display of the message, i write something linke:
>
> ## execute comand
>
> find --name pepe
>
>
> and in the tickets show only "find --name ..." and the phrases that
> begin with ## dont show , are hide.
Okay. Now I understand.
RT tries to do quote folding:
https://urldefense.proofpoint.com/v2/url?u=https-3A__www.bestpractical.com_docs_rt_4.2_RT-5FConfig.html-23QuoteFolding&d=CwIBaQ&c=VCWpAYkS3z1bOCIxc-BPGZarCq9MRCAVxZJE051VqH8&r=luSRdPePk6fhFa3rH2PFBzWEtgcJguY0a__6vpfaX-I&m=hPHKKkrNejZVa4lEl2tYTDGGM_RLcDzsqmNj4A2zZdM&s=jYZqvLxksWPDpO7-FnKgIlzFv_w0fiZbNmemA-FvKm0&e=
but their logic is failing for your example.
It looks like RT is using HTML::Quoted to do the quoting. I see three options for you:
1. Turn off QuoteFolding either globally or per user.
2. Submit a bug report for RT.
3. Dig into HTML::Quoted to see why it is misquoting your example.
Cheers,
-m
From abilash at consignit.in Thu Jan 7 13:04:28 2016
From: abilash at consignit.in (Abilash Praveen [Consign IT Private Limited])
Date: Thu, 7 Jan 2016 23:34:28 +0530
Subject: [rt-users] AH00130: File does not exist:
/opt/rt4/sbin/rt-server.fcgi/
In-Reply-To:
References:
Message-ID:
I fixed this by fixing the following. I hope this helps someone.
#1 mod_fcgid was compiled but not loaded in Apache
#2 suexec reported wrong permissions for rt-server.fcgi
#3 RT reported wrong permissions for RT_Config.pm
On Thu, Jan 7, 2016 at 5:49 PM, Abilash Praveen [Consign IT Private
Limited] wrote:
> Hello,
>
> This is a new installation of RT 4.2.12. I'm using mod_fcgid and followed
> instructions from
> https://www.bestpractical.com/docs/rt/4.2/web_deployment.html#mod_fcgid
>
> RT permissions are:
> drwxr-xr-x. 10 root root 4.0K Jan 7 13:39 ./
> drwxr-xr-x. 14 root root 4.0K Jan 7 13:39 ../
> drwxr-xr-x. 2 root root 4.0K Jan 7 13:39 bin/
> drwxr-xr-x. 7 root root 4.0K Jan 7 13:39 docs/
> drwxr-xr-x. 3 root nobody 4.0K Jan 7 17:35 etc/
> drwxr-xr-x. 3 root bin 4.0K Jan 7 13:39 lib/
> drwxr-xr-x. 9 root root 4.0K Jan 7 14:03 local/
> drwxr-xr-x. 2 root root 4.0K Jan 7 13:39 sbin/
> drwxr-xr-x. 6 root root 4.0K Jan 7 13:39 share/
> drwxr-xr-x. 5 nobody nobody 4.0K Jan 7 13:39 var/
>
> My virtualhost config has the following:
> ### Optional apache logs for RT
> # Ensure that your log rotation scripts know about these files
> ErrorLog /opt/rt4/var/log/apache2.error
> # TransferLog /opt/rt4/var/log/apache2.access
> LogLevel debug
>
> AddDefaultCharset UTF-8
>
> ScriptAlias / /opt/rt4/sbin/rt-server.fcgi/
>
> DocumentRoot "/opt/rt4/share/html"
>
> #= 2.4> # For Apache 2.4
> Require all granted
> #
> # # For Apache 2.2
> # Order allow,deny
> # Allow from all
> #
>
> Options +ExecCGI
> AddHandler fcgid-script fcgi
>
>
> Apache's error log has no information. Access log just shows a 404.
>
> RT's log shows the following:
> (var/log/apache2.error)
> (Server version: Apache/2.4.18 (Unix))
>
> [Thu Jan 07 17:46:01.470791 2016] [ssl:info] [pid 20705] [client
> 117.218.246.102:29813] AH01964: Connection to child 13 established
> (server rt.consignweb.com:443)
> [Thu Jan 07 17:46:01.471199 2016] [ssl:debug] [pid 20705]
> ssl_engine_kernel.c(2096): [client 117.218.246.102:29813] AH02043: SSL
> virtual host for servername rt.consignweb.com found
> [Thu Jan 07 17:46:01.471234 2016] [ssl:debug] [pid 20705]
> ssl_util_stapling.c(754): AH01951: stapling_cb: OCSP Stapling callback
> called
> [Thu Jan 07 17:46:01.471282 2016] [ssl:debug] [pid 20705]
> ssl_util_stapling.c(762): AH01952: stapling_cb: retrieved cached
> certificate data
> [Thu Jan 07 17:46:01.471303 2016] [socache_shmcb:debug] [pid 20705]
> mod_socache_shmcb.c(528): AH00835: socache_shmcb_retrieve (0xa6 -> subcache
> 6)
> [Thu Jan 07 17:46:01.471313 2016] [socache_shmcb:debug] [pid 20705]
> mod_socache_shmcb.c(880): AH00849: match at idx=0, data=0
> [Thu Jan 07 17:46:01.471318 2016] [socache_shmcb:debug] [pid 20705]
> mod_socache_shmcb.c(538): AH00836: leaving socache_shmcb_retrieve
> successfully
> [Thu Jan 07 17:46:01.471333 2016] [ssl:debug] [pid 20705]
> ssl_util_stapling.c(314): AH01933: stapling_get_cached_response: cache hit
> [Thu Jan 07 17:46:01.471338 2016] [ssl:debug] [pid 20705]
> ssl_util_stapling.c(697): AH01953: stapling_cb: retrieved cached response
> [Thu Jan 07 17:46:01.471389 2016] [ssl:debug] [pid 20705]
> ssl_util_stapling.c(813): AH01956: stapling_cb: setting response
> [Thu Jan 07 17:46:01.477482 2016] [ssl:info] [pid 20704] [client
> 117.218.246.102:29814] AH01964: Connection to child 14 established
> (server rt.consignweb.com:443)
> [Thu Jan 07 17:46:01.477594 2016] [ssl:debug] [pid 20704]
> ssl_engine_kernel.c(2096): [client 117.218.246.102:29814] AH02043: SSL
> virtual host for servername rt.consignweb.com found
> [Thu Jan 07 17:46:01.477611 2016] [ssl:debug] [pid 20704]
> ssl_util_stapling.c(754): AH01951: stapling_cb: OCSP Stapling callback
> called
> [Thu Jan 07 17:46:01.477628 2016] [ssl:debug] [pid 20704]
> ssl_util_stapling.c(762): AH01952: stapling_cb: retrieved cached
> certificate data
> [Thu Jan 07 17:46:01.477641 2016] [socache_shmcb:debug] [pid 20704]
> mod_socache_shmcb.c(528): AH00835: socache_shmcb_retrieve (0xa6 -> subcache
> 6)
> [Thu Jan 07 17:46:01.477649 2016] [socache_shmcb:debug] [pid 20704]
> mod_socache_shmcb.c(880): AH00849: match at idx=0, data=0
> [Thu Jan 07 17:46:01.477653 2016] [socache_shmcb:debug] [pid 20704]
> mod_socache_shmcb.c(538): AH00836: leaving socache_shmcb_retrieve
> successfully
> [Thu Jan 07 17:46:01.477664 2016] [ssl:debug] [pid 20704]
> ssl_util_stapling.c(314): AH01933: stapling_get_cached_response: cache hit
> [Thu Jan 07 17:46:01.477669 2016] [ssl:debug] [pid 20704]
> ssl_util_stapling.c(697): AH01953: stapling_cb: retrieved cached response
> [Thu Jan 07 17:46:01.477700 2016] [ssl:debug] [pid 20704]
> ssl_util_stapling.c(813): AH01956: stapling_cb: setting response
> [Thu Jan 07 17:46:01.544941 2016] [ssl:debug] [pid 20705]
> ssl_engine_kernel.c(2023): [client 117.218.246.102:29813] AH02041:
> Protocol: TLSv1.2, Cipher: ECDHE-RSA-AES128-GCM-SHA256 (128/128 bits)
> [Thu Jan 07 17:46:01.551837 2016] [ssl:debug] [pid 20704]
> ssl_engine_kernel.c(2023): [client 117.218.246.102:29814] AH02041:
> Protocol: TLSv1.2, Cipher: ECDHE-RSA-AES128-GCM-SHA256 (128/128 bits)
> [Thu Jan 07 17:46:01.660744 2016] [ssl:debug] [pid 20705]
> ssl_engine_kernel.c(354): [client 117.218.246.102:29813] AH02034: Initial
> (No.1) HTTPS request received for child 13 (server rt.consignweb.com:443)
> [Thu Jan 07 17:46:01.661552 2016] [authz_core:debug] [pid 20705]
> mod_authz_core.c(809): [client 117.218.246.102:29813] AH01626:
> authorization result of Require all granted: granted
> [Thu Jan 07 17:46:01.661566 2016] [authz_core:debug] [pid 20705]
> mod_authz_core.c(809): [client 117.218.246.102:29813] AH01626:
> authorization result of : granted
> [Thu Jan 07 17:46:01.661938 2016] [core:info] [pid 20705] [client
> 117.218.246.102:29813] AH00130: File does not exist:
> /opt/rt4/sbin/rt-server.fcgi/
> [Thu Jan 07 17:46:01.662020 2016] [core:info] [pid 20705] [client
> 117.218.246.102:29813] AH00130: File does not exist:
> /opt/rt4/sbin/rt-server.fcgi/404.shtml
> [Thu Jan 07 17:46:06.667355 2016] [ssl:info] [pid 20705] (70007)The
> timeout specified has expired: [client 117.218.246.102:29813] AH01991:
> SSL input filter read failed.
> [Thu Jan 07 17:46:06.667484 2016] [ssl:debug] [pid 20705]
> ssl_engine_io.c(1016): [client 117.218.246.102:29813] AH02001: Connection
> closed to child 13 with standard shutdown (server rt.consignweb.com:443)
>
> The file exists at /opt/rt4/sbin/rt-server.fcgi obviously. I can't seem to
> figure out where the problem is. Please help.
>
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From androponia at gmail.com Thu Jan 7 14:16:55 2016
From: androponia at gmail.com (Andrea Caputto)
Date: Thu, 07 Jan 2016 19:16:55 +0000
Subject: [rt-users] Display ticket
In-Reply-To:
References:
Message-ID:
Can you please tell me how to Turn off QuoteFolding ? globally? thanks
El jue., 7 ene. 2016 a las 14:03, Parish, Brent ()
escribi?:
> I'm not convinced that quoting using the pound/hash symbol is a bug?
> RT does quote folding by a number of different tactics/symbols (presumably
> to accommodate the wide variety of email clients and various forms of
> quoting forwarded text).
>
> I second the turning it off by user (I do that personally).
>
> If it is only a few tickets here and there, you can also simply click on
> the links used to toggle/expand the quoting within that email/ticket.
> Lastly, you could click on the "Show all quoted text" to expand them all
> within that ticket (located to the right at the very top of the History
> section of the page).
>
>
>
>
> -----Original Message-----
> From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On
> Behalf Of Matt Zagrabelny
> Sent: Thursday, January 07, 2016 11:13 AM
> To: Andrea Caputto
> Cc: rt-users
> Subject: Re: [rt-users] Display ticket
>
> On Thu, Jan 7, 2016 at 10:03 AM, Andrea Caputto
> wrote:
> > do you see the picture i have attached?
>
> Yep. :)
>
> maybe that explains, the problem is
> > in the display of the message, i write something linke:
> >
> > ## execute comand
> >
> > find --name pepe
> >
> >
> > and in the tickets show only "find --name ..." and the phrases that
> > begin with ## dont show , are hide.
>
> Okay. Now I understand.
>
> RT tries to do quote folding:
>
>
> https://urldefense.proofpoint.com/v2/url?u=https-3A__www.bestpractical.com_docs_rt_4.2_RT-5FConfig.html-23QuoteFolding&d=CwIBaQ&c=VCWpAYkS3z1bOCIxc-BPGZarCq9MRCAVxZJE051VqH8&r=luSRdPePk6fhFa3rH2PFBzWEtgcJguY0a__6vpfaX-I&m=hPHKKkrNejZVa4lEl2tYTDGGM_RLcDzsqmNj4A2zZdM&s=jYZqvLxksWPDpO7-FnKgIlzFv_w0fiZbNmemA-FvKm0&e=
>
> but their logic is failing for your example.
>
> It looks like RT is using HTML::Quoted to do the quoting. I see three
> options for you:
>
> 1. Turn off QuoteFolding either globally or per user.
> 2. Submit a bug report for RT.
> 3. Dig into HTML::Quoted to see why it is misquoting your example.
>
> Cheers,
>
> -m
>
--
Andrea Caputto
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From bparish at cognex.com Thu Jan 7 14:23:36 2016
From: bparish at cognex.com (Parish, Brent)
Date: Thu, 7 Jan 2016 19:23:36 +0000
Subject: [rt-users] Display ticket
In-Reply-To:
References:
Message-ID:
https://www.bestpractical.com/docs/rt/4.4/RT_Config.html#Application-logic
(scroll up, it?s the line just above where this link takes you to)
From: Andrea Caputto [mailto:androponia at gmail.com]
Sent: Thursday, January 07, 2016 2:17 PM
To: Parish, Brent; Matt Zagrabelny
Cc: rt-users
Subject: Re: [rt-users] Display ticket
Can you please tell me how to Turn off QuoteFolding ? globally? thanks
El jue., 7 ene. 2016 a las 14:03, Parish, Brent (>) escribi?:
I'm not convinced that quoting using the pound/hash symbol is a bug?
RT does quote folding by a number of different tactics/symbols (presumably to accommodate the wide variety of email clients and various forms of quoting forwarded text).
I second the turning it off by user (I do that personally).
If it is only a few tickets here and there, you can also simply click on the links used to toggle/expand the quoting within that email/ticket.
Lastly, you could click on the "Show all quoted text" to expand them all within that ticket (located to the right at the very top of the History section of the page).
-----Original Message-----
From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Matt Zagrabelny
Sent: Thursday, January 07, 2016 11:13 AM
To: Andrea Caputto
Cc: rt-users
Subject: Re: [rt-users] Display ticket
On Thu, Jan 7, 2016 at 10:03 AM, Andrea Caputto > wrote:
> do you see the picture i have attached?
Yep. :)
maybe that explains, the problem is
> in the display of the message, i write something linke:
>
> ## execute comand
>
> find --name pepe
>
>
> and in the tickets show only "find --name ..." and the phrases that
> begin with ## dont show , are hide.
Okay. Now I understand.
RT tries to do quote folding:
https://urldefense.proofpoint.com/v2/url?u=https-3A__www.bestpractical.com_docs_rt_4.2_RT-5FConfig.html-23QuoteFolding&d=CwIBaQ&c=VCWpAYkS3z1bOCIxc-BPGZarCq9MRCAVxZJE051VqH8&r=luSRdPePk6fhFa3rH2PFBzWEtgcJguY0a__6vpfaX-I&m=hPHKKkrNejZVa4lEl2tYTDGGM_RLcDzsqmNj4A2zZdM&s=jYZqvLxksWPDpO7-FnKgIlzFv_w0fiZbNmemA-FvKm0&e=
but their logic is failing for your example.
It looks like RT is using HTML::Quoted to do the quoting. I see three options for you:
1. Turn off QuoteFolding either globally or per user.
2. Submit a bug report for RT.
3. Dig into HTML::Quoted to see why it is misquoting your example.
Cheers,
-m
--
Andrea Caputto
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From androponia at gmail.com Thu Jan 7 14:30:11 2016
From: androponia at gmail.com (Andrea Caputto)
Date: Thu, 07 Jan 2016 19:30:11 +0000
Subject: [rt-users] Display ticket
In-Reply-To:
References:
Message-ID:
Thanks so much i havent see it before!
Greets!
El jue., 7 ene. 2016 a las 16:23, Parish, Brent ()
escribi?:
> https://www.bestpractical.com/docs/rt/4.4/RT_Config.html#Application-logic
>
>
>
> (scroll up, it?s the line just above where this link takes you to)
>
>
>
>
>
>
>
> *From:* Andrea Caputto [mailto:androponia at gmail.com]
> *Sent:* Thursday, January 07, 2016 2:17 PM
> *To:* Parish, Brent; Matt Zagrabelny
>
>
> *Cc:* rt-users
> *Subject:* Re: [rt-users] Display ticket
>
>
>
> Can you please tell me how to Turn off QuoteFolding ? globally? thanks
>
>
>
> El jue., 7 ene. 2016 a las 14:03, Parish, Brent ()
> escribi?:
>
> I'm not convinced that quoting using the pound/hash symbol is a bug?
> RT does quote folding by a number of different tactics/symbols (presumably
> to accommodate the wide variety of email clients and various forms of
> quoting forwarded text).
>
> I second the turning it off by user (I do that personally).
>
> If it is only a few tickets here and there, you can also simply click on
> the links used to toggle/expand the quoting within that email/ticket.
> Lastly, you could click on the "Show all quoted text" to expand them all
> within that ticket (located to the right at the very top of the History
> section of the page).
>
>
>
>
> -----Original Message-----
> From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On
> Behalf Of Matt Zagrabelny
> Sent: Thursday, January 07, 2016 11:13 AM
> To: Andrea Caputto
> Cc: rt-users
> Subject: Re: [rt-users] Display ticket
>
> On Thu, Jan 7, 2016 at 10:03 AM, Andrea Caputto
> wrote:
> > do you see the picture i have attached?
>
> Yep. :)
>
> maybe that explains, the problem is
> > in the display of the message, i write something linke:
> >
> > ## execute comand
> >
> > find --name pepe
> >
> >
> > and in the tickets show only "find --name ..." and the phrases that
> > begin with ## dont show , are hide.
>
> Okay. Now I understand.
>
> RT tries to do quote folding:
>
>
> https://urldefense.proofpoint.com/v2/url?u=https-3A__www.bestpractical.com_docs_rt_4.2_RT-5FConfig.html-23QuoteFolding&d=CwIBaQ&c=VCWpAYkS3z1bOCIxc-BPGZarCq9MRCAVxZJE051VqH8&r=luSRdPePk6fhFa3rH2PFBzWEtgcJguY0a__6vpfaX-I&m=hPHKKkrNejZVa4lEl2tYTDGGM_RLcDzsqmNj4A2zZdM&s=jYZqvLxksWPDpO7-FnKgIlzFv_w0fiZbNmemA-FvKm0&e=
>
> but their logic is failing for your example.
>
> It looks like RT is using HTML::Quoted to do the quoting. I see three
> options for you:
>
> 1. Turn off QuoteFolding either globally or per user.
> 2. Submit a bug report for RT.
> 3. Dig into HTML::Quoted to see why it is misquoting your example.
>
> Cheers,
>
> -m
>
> --
>
> Andrea Caputto
>
--
Andrea Caputto
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From androponia at gmail.com Thu Jan 7 14:40:30 2016
From: androponia at gmail.com (Andrea Caputto)
Date: Thu, 07 Jan 2016 19:40:30 +0000
Subject: [rt-users] display image in tickets
Message-ID:
When i comment a ticket , doesnt pase images from outside, how do i enable
this?
Thanks
--
Andrea Caputto
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From mcalado at tbstaxservices.com Fri Jan 8 11:16:41 2016
From: mcalado at tbstaxservices.com (Marcelo Calado | TBS TAX Services)
Date: Fri, 8 Jan 2016 11:16:41 -0500
Subject: [rt-users] Up-Load a list of Customers into RT as a Requestors
Message-ID: <008601d14a2f$f61c8e80$e255ab80$@tbstaxservices.com>
Hi There!
I hope this helps someone.
In order to create new users(requestors) from my customer list, I decided
use the PowerShell Script.
I've following the examples and built in accordance with the need of our
customers.
http://requesttracker.wikia.com/wiki/REST
$servername="https://myserver.com/REST/1.0/user/new?user=myuser&`pass=mypass
word"
$content = @'
id: user/new
Name: TestofCreated
EmailAddress: TestOfCreated at gmail.com
RealName: Test of Created
Organization: Test SMB
Address1: 44,Test Street
City: New York
State: MA
Zip: 08032
Country: USA
MobilePhone: 508-999-9999
'@
add-type @"
using System.Net;
using System.Security.Cryptography.X509Certificates;
public class TrustAllCertsPolicy : ICertificatePolicy {
public bool CheckValidationResult(
ServicePoint srvPoint, X509Certificate certificate,
WebRequest request, int certificateProblem) {
return true;
}
}
"@
[System.Net.ServicePointManager]::CertificatePolicy = New-Object
TrustAllCertsPolicy
$RT = Invoke-WebRequest -Uri $servername -Body @{content=$content} -Method
Post
$RT.content
Marcelo Calado.
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From mcalado at tbstaxservices.com Fri Jan 8 11:56:18 2016
From: mcalado at tbstaxservices.com (Marcelo Calado | TBS TAX Services)
Date: Fri, 8 Jan 2016 11:56:18 -0500
Subject: [rt-users] How to clone the ticket
Message-ID: <008d01d14a35$7f154ec0$7d3fec40$@tbstaxservices.com>
Hi There,
Is there a way to create a new "Clone Ticket" of the current ticket? And
copy the custom field values from the current ticket?
Thank you.
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From mcalado at tbstaxservices.com Fri Jan 8 14:05:53 2016
From: mcalado at tbstaxservices.com (Marcelo Calado | TBS TAX Services)
Date: Fri, 8 Jan 2016 14:05:53 -0500
Subject: [rt-users] How to clone the ticket
In-Reply-To:
References:
Message-ID: <00d601d14a47$99a13f30$cce3bd90$@tbstaxservices.com>
Hi!
Thank you!
Perhaps I made a mistake!
The steps are: click on ?new ticket in? , ?details?, fill up ?Children? or ?Refers to? and the last one, click on ?create??
I tried, but nothing happened. Does need to allow something or set up something before?
Thank you.
From: migetismad [mailto:migetismad at hotmail.com]
Sent: Friday, January 08, 2016 1:41 PM
To: Marcelo Calado | TBS TAX Services
Subject: RE: [rt-users] How to clone the ticket
If you do it from display there is a button next to children in links. It says create. That will do it!
Sent from my T-Mobile 4G LTE Device
-------- Original message --------
From: Marcelo Calado | TBS TAX Services >
Date:01/08/2016 6:23 PM (GMT+00:00)
To: 'Ashley Etherington' >
Cc:
Subject: RE: [rt-users] How to clone the ticket
Hi Asheley,
Thanks for all!
I clicked on New Ticket ; on Details and fill up the Children, but dos no work!
Will I made a mistake?
Thank you.
From: Ashley Etherington [mailto:migetismad at hotmail.com]
Sent: Friday, January 08, 2016 12:11 PM
To: Marcelo Calado | TBS TAX Services >
Subject: RE: [rt-users] How to clone the ticket
You can create a child of the ticket using the links section, This will copy across all custom field data
_____
From: mcalado at tbstaxservices.com
To: rt-users at lists.bestpractical.com
Date: Fri, 8 Jan 2016 11:56:18 -0500
Subject: [rt-users] How to clone the ticket
Hi There,
Is there a way to create a new ?Clone Ticket? of the current ticket? And copy the custom field values from the current ticket?
Thank you.
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From osipov.i at gmail.com Fri Jan 8 16:21:12 2016
From: osipov.i at gmail.com (Ivan Osipov)
Date: Sat, 9 Jan 2016 00:21:12 +0300
Subject: [rt-users] Simple tool for tickets export with attachments
Message-ID: <56902848.5070807@gmail.com>
Hello all!
I wrote simple Python script that allows you save all tickets history
(including attachments) via REST API: https://github.com/ivsero/rt-dumper
It may be useful to someone :)
--
Best regards,
Ivan Osipov
From maik.nergert at uni-hamburg.de Mon Jan 11 09:08:02 2016
From: maik.nergert at uni-hamburg.de (Maik Nergert)
Date: Mon, 11 Jan 2016 15:08:02 +0100
Subject: [rt-users] How to clone the ticket
In-Reply-To: <00d601d14a47$99a13f30$cce3bd90$@tbstaxservices.com>
References:
<00d601d14a47$99a13f30$cce3bd90$@tbstaxservices.com>
Message-ID: <5693B742.4060107@uni-hamburg.de>
On 01/08/2016 12:11 PM, Ashley Etherington wrote:
> You can create a child of the ticket using the links section
Open your existing ticket and look at the links section and click on
create. This will "clone" your ticket and all custom fields
Link should look like:
Create.html?Queue=12&CloneTicket=84816&new-MemberOf=84816
BTW: Is there any possibility to clone the whole or selected content too?
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From mmcgrath at carthage.edu Mon Jan 11 12:22:54 2016
From: mmcgrath at carthage.edu (Max McGrath)
Date: Mon, 11 Jan 2016 11:22:54 -0600
Subject: [rt-users] Lifecycle statuses
Message-ID:
Hello -
I've been tasked with modifying the statuses we use in RT (we are running
RT 4.2.12).
I found the lifecycles document, but have a question regarding statuses.
I'm being asked to make statuses such as "Pending User", "Pending Vendor",
"Under Consideration", etc...
Is it wise to have a multi-word status. In all the documents it appears
that every status is a single word (i.e., pending, considering,
processing). Would it be wise to stick with a single word for my statuses?
Max
--
Max McGrath
Network Administrator
Carthage College
262-552-5512
mmcgrath at carthage.edu
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From mzagrabe at d.umn.edu Mon Jan 11 12:42:05 2016
From: mzagrabe at d.umn.edu (Matt Zagrabelny)
Date: Mon, 11 Jan 2016 11:42:05 -0600
Subject: [rt-users] Lifecycle statuses
In-Reply-To:
References:
Message-ID:
On Mon, Jan 11, 2016 at 11:22 AM, Max McGrath wrote:
> Hello -
>
> I've been tasked with modifying the statuses we use in RT (we are running
> RT 4.2.12).
>
> I found the lifecycles document, but have a question regarding statuses.
> I'm being asked to make statuses such as "Pending User", "Pending Vendor",
> "Under Consideration", etc...
>
> Is it wise to have a multi-word status. In all the documents it appears
> that every status is a single word (i.e., pending, considering,
> processing). Would it be wise to stick with a single word for my statuses?
>
Use either single word or multi-word.
Benefits of single word:
1. Quick search is slick.
Find all of my tickets with status 'vendor' or 'new'
mzagrabe vendor new
2. Quicker to type things and you don't have to worry about people thinking
about spaces.
Benefits of multi-word:
The status will be (significantly?) more expressive and descriptive.
You will need to weigh those pros and cons against each other.
-m
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From mmcgrath at carthage.edu Mon Jan 11 12:46:21 2016
From: mmcgrath at carthage.edu (Max McGrath)
Date: Mon, 11 Jan 2016 11:46:21 -0600
Subject: [rt-users] Lifecycle statuses
In-Reply-To:
References:
Message-ID:
I was actually ready to move forward with the multi-word statuses until I
got to the transitions area of the Lifecycle. Would I just wrap a
multi-word status is single quotes in the transitions area?
Set( %Lifecycles, orders => {
# ...,
transitions => {
'' => [qw(pending processing declined)],
pending => [qw(processing declined deleted)],
processing => [qw(pending declined delivery delivered deleted)],
delivery => [qw(pending delivered returned deleted)],
delivered => [qw(pending returned deleted)],
returned => [qw(pending delivery deleted)],
deleted => [qw(pending processing delivered delivery returned)],
},
# ...,
});
--
Max McGrath
Network Administrator
Carthage College
262-552-5512
mmcgrath at carthage.edu
On Mon, Jan 11, 2016 at 11:42 AM, Matt Zagrabelny
wrote:
>
>
> On Mon, Jan 11, 2016 at 11:22 AM, Max McGrath
> wrote:
>
>> Hello -
>>
>> I've been tasked with modifying the statuses we use in RT (we are running
>> RT 4.2.12).
>>
>> I found the lifecycles document, but have a question regarding statuses.
>> I'm being asked to make statuses such as "Pending User", "Pending Vendor",
>> "Under Consideration", etc...
>>
>> Is it wise to have a multi-word status. In all the documents it appears
>> that every status is a single word (i.e., pending, considering,
>> processing). Would it be wise to stick with a single word for my statuses?
>>
>
> Use either single word or multi-word.
>
> Benefits of single word:
>
> 1. Quick search is slick.
> Find all of my tickets with status 'vendor' or 'new'
>
> mzagrabe vendor new
>
> 2. Quicker to type things and you don't have to worry about people
> thinking about spaces.
>
> Benefits of multi-word:
>
> The status will be (significantly?) more expressive and descriptive.
>
> You will need to weigh those pros and cons against each other.
>
> -m
>
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From mzagrabe at d.umn.edu Mon Jan 11 12:55:17 2016
From: mzagrabe at d.umn.edu (Matt Zagrabelny)
Date: Mon, 11 Jan 2016 11:55:17 -0600
Subject: [rt-users] Lifecycle statuses
In-Reply-To:
References:
Message-ID:
On Mon, Jan 11, 2016 at 11:46 AM, Max McGrath wrote:
> I was actually ready to move forward with the multi-word statuses until I
> got to the transitions area of the Lifecycle. Would I just wrap a
> multi-word status is single quotes in the transitions area?
>
> Set( %Lifecycles, orders => {
> # ...,
> transitions => {
> '' => [qw(pending processing declined)],
> pending => [qw(processing declined deleted)],
> processing => [qw(pending declined delivery delivered deleted)],
> delivery => [qw(pending delivered returned deleted)],
> delivered => [qw(pending returned deleted)],
> returned => [qw(pending delivery deleted)],
> deleted => [qw(pending processing delivered delivery returned)],
> },
> # ...,
> });
>
>
The whole Lifecycles datastructure is just hash and array references. Here
is a contrived excerpt:
transitions => {
'really hungry' => [
'fatally starved',
'eating food',
],
'eating food' => [
'sleeping it off',
'having dessert',
],
},
-m
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From mmcgrath at carthage.edu Mon Jan 11 15:28:29 2016
From: mmcgrath at carthage.edu (Max McGrath)
Date: Mon, 11 Jan 2016 14:28:29 -0600
Subject: [rt-users] RT 4.4.RC3
Message-ID:
Hello -
I just upgraded from RT 4.4 RC2 to 4.4 RC3 in my test environment. I had
an issue in RC2 that I still have in RC3.
I go to the login page and enter my credentials -- I immediately get sent
to https://10.2.1.45/rt/NoAuth/Login.html -- and the page says "*An
internal RT error has occurred. Your administrator can find more details in
RT's log files.*" However, I can refresh the page and I will be logged
into RT just fine.
The rt.log file shows quite a bit of stuff (mostly debug and info stuff).
But near the bottom it shows:
[24618] [Mon Jan 11 20:31:59 2016] [error]: RT::User::ExternalAuthId
Unimplemented in RT::Record. (/opt/rt4/sbin/../lib/RT/Record.pm line 958)
Stack:
[/usr/local/share/perl/5.14.2/DBIx/SearchBuilder/Record.pm:494]
[/opt/rt4/sbin/../lib/RT/Record.pm:958]
[/opt/rt4/sbin/../lib/RT/Authen/ExternalAuth.pm:522]
[/opt/rt4/sbin/../lib/RT/Authen/ExternalAuth.pm:424]
[/opt/rt4/share/html/Elements/DoAuth:57]
[/opt/rt4/sbin/../lib/RT/Interface/Web.pm:308]
[/opt/rt4/share/html/autohandler:53]
(/opt/rt4/sbin/../lib/RT/Interface/Web/Handler.pm:208)
Any help?
--
Max McGrath
Network Administrator
Carthage College
262-552-5512
mmcgrath at carthage.edu
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From shawn at bestpractical.com Mon Jan 11 20:12:25 2016
From: shawn at bestpractical.com (Shawn Moore)
Date: Mon, 11 Jan 2016 20:12:25 -0500
Subject: [rt-users] RT 4.4.RC3
In-Reply-To:
References:
Message-ID:
On 2016?1?11? at 15:29:03, Max McGrath (mmcgrath at carthage.edu) wrote:
> Hello -
Hi Max,
> I just upgraded from RT 4.4 RC2 to 4.4 RC3 in my test environment. I had
> an issue in RC2 that I still have in RC3.
Thank you for testing the RCs!
> [24618] [Mon Jan 11 20:31:59 2016] [error]: RT::User::ExternalAuthId
> Unimplemented in RT::Record. (/opt/rt4/sbin/../lib/RT/Record.pm line 958)
The ExternalAuthId column was removed from the users table in RT 4.4. I suspect you?re still using it in ExternalSettings in RT_SiteConfig. If it?s not clear, send that over and we?ll have a look. Just be sure to censor any sensitive information in there.
Thanks,
Shawn
From mmcgrath at carthage.edu Mon Jan 11 20:19:19 2016
From: mmcgrath at carthage.edu (Max McGrath)
Date: Mon, 11 Jan 2016 19:19:19 -0600
Subject: [rt-users] RT 4.4.RC3
In-Reply-To:
References:
Message-ID:
Thanks Shawn.
I have these in my RT_SiteConfig.pm:
Set($ExternalAuthPriority, [ 'My_LDAP',
]
);
Set($ExternalAuth, 1);
Set($ExternalInfoPriority, [ #'My_MySQL',
'My_LDAP'
]
);
Set($ExternalServiceUsesSSLorTLS, 0);
Set($AutoCreateNonExternalUsers, 1);
Oh...and I just found this at the bottom in the attribute mappings:
# The mapping of RT attributes on to LDAP attributes
'attr_map'
=> { 'Name' => 'cn',
'RealName' => 'cn',
'ExternalAuthId' => 'cn',
'Gecos' => 'cn',
Is that what's causing the issue? If so, should I get rid of it or change
it to something else?
Max
--
Max McGrath
Network Administrator
Carthage College
262-552-5512
mmcgrath at carthage.edu
On Mon, Jan 11, 2016 at 7:12 PM, Shawn Moore
wrote:
> On 2016?1?11? at 15:29:03, Max McGrath (mmcgrath at carthage.edu) wrote:
> > Hello -
>
> Hi Max,
>
> > I just upgraded from RT 4.4 RC2 to 4.4 RC3 in my test environment. I had
> > an issue in RC2 that I still have in RC3.
>
> Thank you for testing the RCs!
>
> > [24618] [Mon Jan 11 20:31:59 2016] [error]: RT::User::ExternalAuthId
> > Unimplemented in RT::Record. (/opt/rt4/sbin/../lib/RT/Record.pm line 958)
>
> The ExternalAuthId column was removed from the users table in RT 4.4. I
> suspect you?re still using it in ExternalSettings in RT_SiteConfig. If it?s
> not clear, send that over and we?ll have a look. Just be sure to censor any
> sensitive information in there.
>
> Thanks,
> Shawn
>
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From mmcgrath at carthage.edu Tue Jan 12 09:06:49 2016
From: mmcgrath at carthage.edu (Max McGrath)
Date: Tue, 12 Jan 2016 08:06:49 -0600
Subject: [rt-users] RT 4.4.RC3
In-Reply-To:
References:
Message-ID:
As an FYI, I commented out the 'ExternalAuthId' config and I no longer get
the error message upon login.
Max
--
Max McGrath
Network Administrator
Carthage College
262-552-5512
mmcgrath at carthage.edu
On Mon, Jan 11, 2016 at 7:19 PM, Max McGrath wrote:
> Thanks Shawn.
>
> I have these in my RT_SiteConfig.pm:
>
>
>
> Set($ExternalAuthPriority, [ 'My_LDAP',
> ]
> );
>
> Set($ExternalAuth, 1);
>
>
> Set($ExternalInfoPriority, [ #'My_MySQL',
> 'My_LDAP'
> ]
> );
>
> Set($ExternalServiceUsesSSLorTLS, 0);
>
>
> Set($AutoCreateNonExternalUsers, 1);
>
> Oh...and I just found this at the bottom in the attribute mappings:
>
> # The mapping of RT attributes on to LDAP attributes
> 'attr_map'
> => { 'Name' => 'cn',
>
> 'RealName' => 'cn',
>
> 'ExternalAuthId' => 'cn',
>
> 'Gecos' => 'cn',
>
> Is that what's causing the issue? If so, should I get rid of it or change
> it to something else?
>
> Max
>
>
> --
> Max McGrath
> Network Administrator
> Carthage College
> 262-552-5512
> mmcgrath at carthage.edu
>
> On Mon, Jan 11, 2016 at 7:12 PM, Shawn Moore
> wrote:
>
>> On 2016?1?11? at 15:29:03, Max McGrath (mmcgrath at carthage.edu) wrote:
>> > Hello -
>>
>> Hi Max,
>>
>> > I just upgraded from RT 4.4 RC2 to 4.4 RC3 in my test environment. I had
>> > an issue in RC2 that I still have in RC3.
>>
>> Thank you for testing the RCs!
>>
>> > [24618] [Mon Jan 11 20:31:59 2016] [error]: RT::User::ExternalAuthId
>> > Unimplemented in RT::Record. (/opt/rt4/sbin/../lib/RT/Record.pm line
>> 958)
>>
>> The ExternalAuthId column was removed from the users table in RT 4.4. I
>> suspect you?re still using it in ExternalSettings in RT_SiteConfig. If it?s
>> not clear, send that over and we?ll have a look. Just be sure to censor any
>> sensitive information in there.
>>
>> Thanks,
>> Shawn
>>
>
>
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From trevor at onepost.net Tue Jan 12 10:07:04 2016
From: trevor at onepost.net (Trev)
Date: Tue, 12 Jan 2016 10:07:04 -0500
Subject: [rt-users] Ticket Increment after Reboot/Restart
Message-ID:
Good Morning,
RT 4.2.12 on Debian/MySQL
I have an odd situation where my ticket numbers seem to jump
significantly after a restart of services or a reboot of the server.
For example:
40060 40059 40058 40057 40056 32988 29893 25564 24217 24216 24215 24214
24213 20555 20554 20553 20552
And again previously:
19746 19727 19725 19717 19706 19684 18421 16252 13050 12989 12934 12886
12885 12878 12877 11916 11363 11154 10669 9868 9867
Thoughts appreciated,
Thanks,
Trev
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From jvdwege at xs4all.nl Tue Jan 12 13:12:32 2016
From: jvdwege at xs4all.nl (Joop)
Date: Tue, 12 Jan 2016 19:12:32 +0100
Subject: [rt-users] Ticket Increment after Reboot/Restart
In-Reply-To:
References:
Message-ID: <56954210.7050207@xs4all.nl>
On 12-1-2016 16:07, Trev wrote:
> Good Morning,
>
> RT 4.2.12 on Debian/MySQL
>
> I have an odd situation where my ticket numbers seem to jump
> significantly after a restart of services or a reboot of the server.
If you were using Oracle I would say that Oracle is caching sequence
numbers and that would be the reason for the jumps, although the jumps
would only be 10 or 20 numbers, from memory thus not sure.
Maybe MySQL is also caching and thus it will skip a certain amount of
numbers.
Joop
From wajdi.othmaniyah at gmail.com Wed Jan 13 04:00:14 2016
From: wajdi.othmaniyah at gmail.com (wajdi)
Date: Wed, 13 Jan 2016 10:00:14 +0100
Subject: [rt-users] Attaque de type CSRF possible
Message-ID: <5696121e.2179c20a.9de87.258d@mx.google.com>
Hi,
Attaque de type CSRF possible
RT a d?tect? qu'une attaque de type CSRF ?tait possible pour cette requ?te,
en raison de L'en-t?te "Referrer" envoy?e par votre navigateur (x.x.x.x:80)
n'est pas autoris? par la configuration de RT (127.0.0.1:80). Un attaquant
malicieux et peut-?tre en train d'essayer de mettre ? jour un ticket ? votre
place.Si vous n'?tes pas ? l'origine de cette requ?te, alors vous devriez
alerter votre responsable s?curit?.
Si vous souhaitiez vraiment visiter /Ticket/Update.html et mettre ? jour un
ticket, alors
cliquez ici pour poursuivre votre demande.
Notice : i use rt4.2.12
Please help me, how can i resolve this error.
thanks
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From aaron at backblaze.com Wed Jan 13 14:55:31 2016
From: aaron at backblaze.com (Aaron McCormack)
Date: Wed, 13 Jan 2016 11:55:31 -0800
Subject: [rt-users] Scrip to enforce maximum ticket status per person per
queue?
Message-ID:
Hi RT Users-
I'm looking to create a scrip which enforces a maximum number of tickets of a certain status, per person, per queue.
For example:
Joe has 3 status open tickets and 4 status stalled tickets. By policy, Joe is only allowed to have 3 open tickets at once.
Joe tries to change 1 of the stalled tickets to open, but RT counts the number of status open tickets that Joe already has and doesn't allow the status change. If Joe then changes 1 open ticket to resolved, then he can change 1 stalled to open, maintaining his limit of 3 status open tickets.
Has anyone tried enforcing limitation like this or query the status of other tickets in a scrip?
Thanks,
Aaron
From mmcgrath at carthage.edu Thu Jan 14 10:46:36 2016
From: mmcgrath at carthage.edu (Max McGrath)
Date: Thu, 14 Jan 2016 09:46:36 -0600
Subject: [rt-users] Function that reopens a stalled ticket upon reply
Message-ID:
Hello -
Where is the function held that reopens a stalled ticket when a user
replies? I found a Scrip called *On Correspond Open Tickets* -- but I'm
not sure if that is the right thing -- and I'm not sure how that interacts
with stalled tickets if it is the right thing.
We're considering adding some new statuses and would want similar things to
happen -- so I just need to familiarize myself with how that works.
Thanks!
Max
--
Max McGrath
Network Administrator
Carthage College
262-552-5512
mmcgrath at carthage.edu
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From mzagrabe at d.umn.edu Thu Jan 14 11:45:17 2016
From: mzagrabe at d.umn.edu (Matt Zagrabelny)
Date: Thu, 14 Jan 2016 10:45:17 -0600
Subject: [rt-users] Function that reopens a stalled ticket upon reply
In-Reply-To:
References:
Message-ID:
Hi Max,
On Thu, Jan 14, 2016 at 9:46 AM, Max McGrath wrote:
> Hello -
>
> Where is the function held that reopens a stalled ticket when a user
> replies? I found a Scrip called *On Correspond Open Tickets* -- but I'm
> not sure if that is the right thing -- and I'm not sure how that interacts
> with stalled tickets if it is the right thing.
>
I believe the upstream scrip sets the ticket to the first active status for
the lifecycle that the ticket is in.
>
> We're considering adding some new statuses and would want similar things
> to happen -- so I just need to familiarize myself with how that works.
>
That scrip I mentioned above would then extend to the new lifecycles if you
put your desired status first in the active statuses for the lifecycle.
-m
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From ghislaingamache at hotmail.com Fri Jan 15 08:08:49 2016
From: ghislaingamache at hotmail.com (ggamache)
Date: Fri, 15 Jan 2016 06:08:49 -0700 (MST)
Subject: [rt-users] "RT::Authen::ExternalAuth".
Message-ID: <1452863329770-61193.post@n7.nabble.com>
Question on "RT::Authen::ExternalAuth".
I've set the ExternalAuth and it worked
Is there a way to have both auth External and still be able to log with the
internal DB ?
regards,
Ghis
--
View this message in context: http://requesttracker.8502.n7.nabble.com/RT-Authen-ExternalAuth-tp61193.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.
From elacour at easter-eggs.com Fri Jan 15 09:28:13 2016
From: elacour at easter-eggs.com (Emmanuel Lacour)
Date: Fri, 15 Jan 2016 15:28:13 +0100
Subject: [rt-users] Scrip to enforce maximum ticket status per person
per queue?
In-Reply-To:
References:
Message-ID: <569901FD.2030606@easter-eggs.com>
Le 13/01/2016 20:55, Aaron McCormack a ?crit :
> Hi RT Users-
>
> I'm looking to create a scrip which enforces a maximum number of tickets of a certain status, per person, per queue.
>
> For example:
>
> Joe has 3 status open tickets and 4 status stalled tickets. By policy, Joe is only allowed to have 3 open tickets at once.
>
> Joe tries to change 1 of the stalled tickets to open, but RT counts the number of status open tickets that Joe already has and doesn't allow the status change. If Joe then changes 1 open ticket to resolved, then he can change 1 stalled to open, maintaining his limit of 3 status open tickets.
>
> Has anyone tried enforcing limitation like this or query the status of other tickets in a scrip?
>
I don't think you should use scrips for this because it will be asynchrone.
I would do:
- set a user or group CustomField to record each ones limits
- add a method to local/lib/RT/User_Local.pm named CheckStatusLimit,
that retrieve the user/group limit, get the list of owned tickets and
check if limit are reached, then return if the new status is allowed or not.
- use callbacks (Tickt/Display.html and other plaes where user can
change status) or override maybe ProcessTicketBasics, to use this method
before accepting status change. Display proper error to user if not allowed
I would avoid enforcing this in Ticket->SetStatus method as you may
wan't to allow others to force status or even scripts.
--
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 Fri Jan 15 09:21:40 2016
From: elacour at easter-eggs.com (Emmanuel Lacour)
Date: Fri, 15 Jan 2016 15:21:40 +0100
Subject: [rt-users] Attaque de type CSRF possible
In-Reply-To: <5696121e.2179c20a.9de87.258d@mx.google.com>
References: <5696121e.2179c20a.9de87.258d@mx.google.com>
Message-ID: <56990074.2020105@easter-eggs.com>
Le 13/01/2016 10:00, wajdi a ?crit :
>
> Hi,
>
hi,
>
> Attaque de type CSRF possible
>
> RT a d?tect? qu'une attaque de type *CSRF* ?tait possible pour cette
> requ?te, en raison de L'en-t?te "Referrer" envoy?e par votre navigateur
> (x.x.x.x:80) n'est pas autoris? par la configuration de RT
> (127.0.0.1:80). Un attaquant malicieux et peut-?tre en train d'essayer
> de *mettre ? jour un ticket* ? votre place.Si vous n'?tes pas ?
> l'origine de cette requ?te, alors vous devriez alerter votre responsable
> s?curit?.
>
> Si vous souhaitiez vraiment visiter /Ticket/Update.html et mettre ? jour
> un ticket, alors *cliquez ici pour poursuivre votre demande
> *.
>
> Notice : i use rt4.2.12
>
> Please help me, how can i resolve this error.
>
>
You acceded to your RT with url http://196.203.79.151/ but you're RT
configuration as another $WebDomain set (127.0.0.1).
you should acces using the ocnfigured web domain or set
$ReferrerWhitelist or disable CRSF protection.
Explained in details here:
https://bestpractical.com/docs/rt/4.2/RT_Config.html#Extra-security
(RestrictReferrer and ReferrerWhitelist)
--
Easter-eggs Sp?cialiste GNU/Linux
44-46 rue de l'Ouest - 75014 Paris - France - M?tro Gait?
Phone: +33 (0) 1 43 35 00 37 - Fax: +33 (0) 1 43 35 00 76
mailto:elacour at easter-eggs.com - http://www.easter-eggs.com
From vh.khorasani at yahoo.com Fri Jan 15 11:24:22 2016
From: vh.khorasani at yahoo.com (Vahid Khorasani)
Date: Fri, 15 Jan 2016 19:54:22 +0330
Subject: [rt-users] "RT::Authen::ExternalAuth".
In-Reply-To: <1452863329770-61193.post@n7.nabble.com>
References: <1452863329770-61193.post@n7.nabble.com>
Message-ID: <600945.69160.bm@smtp145.mail.ir2.yahoo.com>
Hi
That's the concern that I had about one month ago , but I totally solved it and I 'll be glad to help you solve it sooner that I could :)
Yes you can have both of them at the same time by adding the following line in your RT_SiteConfig.pm:
set ($AuthMethods, ['LDAP' , Internal']);
I,ll be happy if you let me know the result
Good Luck
-----Original Message-----
From: "ggamache"
Sent: ?15/?01/?2016 17:28
To: "rt-users at lists.bestpractical.com"
Subject: [rt-users] "RT::Authen::ExternalAuth".
Question on "RT::Authen::ExternalAuth".
I've set the ExternalAuth and it worked
Is there a way to have both auth External and still be able to log with the
internal DB ?
regards,
Ghis
--
View this message in context: http://requesttracker.8502.n7.nabble.com/RT-Authen-ExternalAuth-tp61193.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.
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From ghislaingamache at hotmail.com Fri Jan 15 12:22:28 2016
From: ghislaingamache at hotmail.com (ggamache)
Date: Fri, 15 Jan 2016 10:22:28 -0700 (MST)
Subject: [rt-users] "RT::Authen::ExternalAuth".
In-Reply-To:
References: <1452863329770-61193.post@n7.nabble.com>
Message-ID:
thank you for your help
I tried set ($AuthMethods, ['LDAP' , 'My_MySQL']); but It seem I had to add a new part in the ExternalSettingsSet($ExternalSettings, { 'My_LDAP' .... 'My_MySQL...'
If I add Internal I still have to do this part or it somehow find it automatically?
regards,
Ghislain
Date: Fri, 15 Jan 2016 08:38:47 -0700
From: ml-node+s8502n61196h4 at n7.nabble.com
To: ghislaingamache at hotmail.com
Subject: Re: "RT::Authen::ExternalAuth".
Hi
That's the concern that I had about one month ago , but I totally solved it and I 'll be glad to help you solve it sooner that I could :)
Yes you can have both of them at the same time by adding the following line in your RT_SiteConfig.pm:
set ($AuthMethods, ['LDAP' , Internal']);
I,ll be happy if you let me know the result
Good LuckFrom: [hidden email]
Sent: ?15/?01/?2016 17:28
To: [hidden email]
Subject: [rt-users] "RT::Authen::ExternalAuth".
Question on "RT::Authen::ExternalAuth".
I've set the ExternalAuth and it worked
Is there a way to have both auth External and still be able to log with the
internal DB ?
regards,
Ghis
--
View this message in context: http://requesttracker.8502.n7.nabble.com/RT-Authen-ExternalAuth-tp61193.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.
If you reply to this email, your message will be added to the discussion below:
http://requesttracker.8502.n7.nabble.com/RT-Authen-ExternalAuth-tp61193p61196.html
To unsubscribe from "RT::Authen::ExternalAuth"., click here.
NAML
--
View this message in context: http://requesttracker.8502.n7.nabble.com/RT-Authen-ExternalAuth-tp61193p61197.html
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From vh.khorasani at yahoo.com Sat Jan 16 02:49:44 2016
From: vh.khorasani at yahoo.com (vahid Khorasani)
Date: Sat, 16 Jan 2016 11:19:44 +0330
Subject: How to create ticket without log in using CommandBy MAil
Message-ID: <5699F618.3010408@yahoo.com>
Hi
I' m working on a project to let lots of external users to create
tickets anytime the deal with a problem and my support team start
working on it to solve it ,but I don't have any user accounts for them
neither in my RT local database nor in my LDAP ( and absolutely I don't
wanna have any ;-) ).
I installed CommandByMail extension on my RT and I also enabled it in my
RT_SiteConfig.pm file but it doesn't work.
I have two questions:
1-To whom these external users must send their mail (I mean what email
address)??
2-Should I add anything special in my RT_SiteConfig.pm ??
From d.i.catalin at gmail.com Sat Jan 16 11:41:49 2016
From: d.i.catalin at gmail.com (Dumitru Catalin)
Date: Sat, 16 Jan 2016 16:41:49 +0000
Subject: [rt-users] How to create ticket without log in using CommandBy
MAil
In-Reply-To:
References:
Message-ID:
First, in RT_SiteConfig.pm you need to define your address like: Set(
$CorrespondAddress, 'rt at organizationdomain.ro');
Set( $CommentAddress, 'comment at organizationdomain.ro'); then, if you use
postfix, you need to create aliases in /etc/aliases for queue like:
rt-testqueue: "|/opt/rt4/bin/rt-mailgate --queue testqueue
--action correspond --url http://organizationdomain.ro"
comment-testqueue: "|/opt/rt4/bin/rt-mailgate --queue testqueue --action
comment --url http://organizationdomain.ro"
After this settings restart httpd and postfix.
?n s?m., 16 ian. 2016 la 09:50, vahid Khorasani via rt-users <
rt-users at lists.bestpractical.com> a scris:
> Hi
> I' m working on a project to let lots of external users to create
> tickets anytime the deal with a problem and my support team start
> working on it to solve it ,but I don't have any user accounts for them
> neither in my RT local database nor in my LDAP ( and absolutely I don't
> wanna have any ;-) ).
> I installed CommandByMail extension on my RT and I also enabled it in my
> RT_SiteConfig.pm file but it doesn't work.
> I have two questions:
> 1-To whom these external users must send their mail (I mean what email
> address)??
> 2-Should I add anything special in my RT_SiteConfig.pm ??
>
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From wajdi.othmaniyah at gmail.com Mon Jan 18 05:36:52 2016
From: wajdi.othmaniyah at gmail.com (wajdi)
Date: Mon, 18 Jan 2016 11:36:52 +0100
Subject: [rt-users] Password root
Message-ID: <569cc046.6adec20a.1460b.4b08@mx.google.com>
Hello,
How can i change the root password
Notice : the root password by default is set 'password'
thanks
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From kae at midnighthax.com Mon Jan 18 09:24:34 2016
From: kae at midnighthax.com (Keith Edmunds)
Date: Mon, 18 Jan 2016 14:24:34 +0000
Subject: [rt-users] Check custom field when changing queues
Message-ID: <20160118142434.25f0d327@awe.tiger-computing.wbp>
Hi everyone
We want to check that a specific custom field has been set (to any
non-blank value) before allowing a ticket to be moved from our Triage queue
to any other queue. Does anyone have any code that does that?
Thanks,
Keith
--
"Why does God hate me so much? Is it because I don't believe in him?" -
Sidney Morgenbesser
From tim at marchex.com Mon Jan 18 10:05:37 2016
From: tim at marchex.com (Tim Wiley)
Date: Mon, 18 Jan 2016 07:05:37 -0800
Subject: [rt-users] Password root
In-Reply-To: <569cc046.6adec20a.1460b.4b08@mx.google.com>
References: <569cc046.6adec20a.1460b.4b08@mx.google.com>
Message-ID: <569CFF41.1050101@marchex.com>
On 01/18/2016 02:36 AM, wajdi wrote:
> Hello,
>
> How can i change the root password
>
> Notice : the root password by default is set ?password?
>
> thanks
>
I can only vouch for setting the password via a database update, but
there are other methods documented here.
http://requesttracker.wikia.com/wiki/RecoverRootPassword
Don't forget to enable the root user, otherwise you won't be able to
login. I always make a habit of disabling the account when I'm done
with whatever I needed the account for.
From mdiehlenator at gmail.com Mon Jan 18 16:59:29 2016
From: mdiehlenator at gmail.com (Mike Diehl)
Date: Mon, 18 Jan 2016 16:59:29 -0500
Subject: [rt-users] A few Op's questions from a new user
Message-ID: <3667038.PW9ZdmIe9c@mike>
Hi all,
I've recently started using RT. I chose it because it was written in Perl (as
is the rest of my system) and had a lot of integration and extension hooks.
I have it setup to automatically create users if they send email to the
appropriate address.
My eventual goals are:
1. Allow my customers to manage their tickets from the web.
2. Be able to send my customers a monthly ticket summary.
3. Completely integrate RT with my normal Ops.
So, here are my questions:
1. I would like to (somehow) keep my customer database in sync with the RT
user database. However, my db only has the customer information; each
customer might have multiple users as identified by email address. I don't
want to do a lot of double data entry, but I don't mind coding.
2. When I stall a ticket, I'd like to be able to set the due date at that
time. Right now, I do that as a separate step. Can this be changed?
3. If a customer opens a ticket but requests several things, what is the best
way to track the progress of those tasks individually? I see that I should be
able to create associated tickets, but I don't see/understand how those get
related and updated. I would love some comments on how others manage this.
Thanks for your time and I look forward to your comments.
--
Mike Diehl
Diehlnet Communications, LLC.
Voice: (505) 903-5700
Fax: (505) 903-5701
From jvdwege at xs4all.nl Tue Jan 19 02:25:51 2016
From: jvdwege at xs4all.nl (Joop)
Date: Tue, 19 Jan 2016 08:25:51 +0100
Subject: [rt-users] A few Op's questions from a new user
In-Reply-To: <3667038.PW9ZdmIe9c@mike>
References: <3667038.PW9ZdmIe9c@mike>
Message-ID: <569DE4FF.1000302@xs4all.nl>
On 18-1-2016 22:59, Mike Diehl wrote:
> Hi all,
>
> I've recently started using RT. I chose it because it was written in Perl (as
> is the rest of my system) and had a lot of integration and extension hooks.
>
>
> 3. If a customer opens a ticket but requests several things, what is the best
> way to track the progress of those tasks individually? I see that I should be
> able to create associated tickets, but I don't see/understand how those get
> related and updated. I would love some comments on how others manage this.
If they enter their requests in a structured way then you could parse it
and automatically create tickets.
We use a modified version from the wiki which splits a request in
components and makes depends on tickets from it.
Ex:
This is the body of the parent ticket which will get split into multiple
tasks.
- This would be the subject of task one
And this would be the body of task one. Can span multiple lines if you wish.
- This would be the subject of task two
And ofcourse the body
- - This would be the subject of task two.one
and the body.
Regards,
Joop
From wajdi.othmaniyah at gmail.com Tue Jan 19 04:14:22 2016
From: wajdi.othmaniyah at gmail.com (wajdi)
Date: Tue, 19 Jan 2016 10:14:22 +0100
Subject: [rt-users] Autoreply with password
Message-ID: <569dfe6e.6953c20a.5d168.ffffbd44@mx.google.com>
When i configure my templaite to autoreply when create a ticket it's ok but
the autoreply comme in the subject of the email not in the body please what
can I do this (the text come in the body of the email).
Notice : here the code of auto reply
Subject: AutoReply: {$Ticket->Subject}
Greetings,
This message has been automatically generated in response to the
creation of a helpdesk call:
"{$Ticket->Subject()}",
a summary of which appears below.
There is no need to reply to this message right now. Your ticket has been
assigned an ID of [{$rtname} #{$Ticket->id()}]. Please include this string
in the subject line of all future correspondence about this issue.
{
*RT::User::GenerateRandomNextChar = \&RT::User::_GenerateRandomNextChar;
if (($Transaction->CreatorObj->id != $RT::Nobody->id) &&
(!$Transaction->CreatorObj->Privileged) &&
($Transaction->CreatorObj->__Value('Password') eq '*NO-PASSWORD*')
) {
my $user = RT::User->new($RT::SystemUser);
$user->Load($Transaction->CreatorObj->Id);
my ($stat, $pass) = $user->SetRandomPassword();
if (!$stat) {
$OUT .=
"An internal error has occurred. RT was not able to set a password for you.
Please contact your local RT administrator for assistance.";
}
$OUT .= "
You can check the current status and history of your requests at:
".$RT::WebURL."
When prompted, enter the following username and password:
Username: ".$user->Name."
Password: ".$pass."
";
}
}
Thank you.
{$Ticket->QueueObj->CorrespondAddress()}
-------------------------------------------------------------------------
{$Transaction->Content()}
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From Dion.Gullotta at faredge.com.au Tue Jan 19 19:25:50 2016
From: Dion.Gullotta at faredge.com.au (Dion Gullotta)
Date: Wed, 20 Jan 2016 11:25:50 +1100
Subject: [rt-users] Script to merge "recovered" or "clear" notifications
from alert systems?
Message-ID:
There's a nice script for Nagios that will merge "Recovered" notifications into the existing ticket available here (https://metacpan.org/pod/RT::Extension::Nagios ) However we also use Zenoss in our environment which produces emails in a format this script won't recognize. Does anyone know of a generic script or way we could get the same functionality so it can be used with Zenoss?
Thanks,
Dion
Far Edge Technology
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From andrew at etc.gen.nz Tue Jan 19 22:47:17 2016
From: andrew at etc.gen.nz (Andrew Ruthven)
Date: Wed, 20 Jan 2016 16:47:17 +1300
Subject: [rt-users] Set custom field on a transaction via REST?
Message-ID: <1453261637.21146.16.camel@etc.gen.nz>
Hey,
I've added a custom field for transactions to a queue. I can set the
custom field if I use the web UI to comment or reply. But, I can't seem
to set it when using the REST API, which is why I want to have the CF.
I've tried variations of CF.{Name} [0] and CF-Name [1] but none of
those work. Looking in:
?/usr/share/request-tracker4/html/REST/1.0/Forms/ticket/comment
I see nothing that mentions custom fields. I assume this is the correct
file as the "Got args" line is printed out when I submit my request.
Example log line:
Jan 20 15:50:46 prod-rt RT: [23112] Got args Text CF-Name Action.
(/usr/share/request-tracker4/html/REST/1.0/Forms/ticket/comment:59)
Any suggestions which by much appreciated.
This is RT 4.2.8 running on Debian Jessie.
[0] As mentioned on:?https://github.com/z4r/python-rtkit#id17
[1] As used in the rt CLI for creating a ticket
--
Andrew Ruthven, Wellington, New Zealand
andrew at etc.gen.nz | linux.conf.au 2016
New Zealand's only Cloud: | LCA By the Bay, Geelong, AU
https://catalyst.net.nz/cloud | http://lca2016.linux.org.au
From vh.khorasani at yahoo.com Wed Jan 20 05:02:03 2016
From: vh.khorasani at yahoo.com (vahid Khorasani)
Date: Wed, 20 Jan 2016 13:32:03 +0330
Subject: [rt-users] How to create ticket without log in using CommandBy
MAil
In-Reply-To:
References:
Message-ID: <569F5B1B.1040304@yahoo.com>
To who my users must their emails Dumitru ??
I mean which email address is responsible for taking user emails and
converting them into tickets ??:-\ :-\ :-[
On 01/16/2016 08:11 PM, Dumitru Catalin wrote:
> First, in RT_SiteConfig.pm you need to define your address like: Set(
> $CorrespondAddress, 'rt at organizationdomain.ro
> ');
> Set( $CommentAddress, 'comment at organizationdomain.ro
> '); then, if you use postfix,
> you need to create aliases in /etc/aliases for queue like:
>
> rt-testqueue: "|/opt/rt4/bin/rt-mailgate --queue testqueue
> --action correspond --url http://organizationdomain.ro"
> comment-testqueue: "|/opt/rt4/bin/rt-mailgate --queue testqueue
> --action comment --url http://organizationdomain.ro"
>
> After this settings restart httpd and postfix.
>
>
>
>
> ?n s?m., 16 ian. 2016 la 09:50, vahid Khorasani via rt-users
> > a scris:
>
> Hi
> I' m working on a project to let lots of external users to create
> tickets anytime the deal with a problem and my support team start
> working on it to solve it ,but I don't have any user accounts for them
> neither in my RT local database nor in my LDAP ( and absolutely I
> don't
> wanna have any ;-) ).
> I installed CommandByMail extension on my RT and I also enabled it
> in my
> RT_SiteConfig.pm file but it doesn't work.
> I have two questions:
> 1-To whom these external users must send their mail (I mean what email
> address)??
> 2-Should I add anything special in my RT_SiteConfig.pm ??
>
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From mzagrabe at d.umn.edu Wed Jan 20 09:28:43 2016
From: mzagrabe at d.umn.edu (Matt Zagrabelny)
Date: Wed, 20 Jan 2016 08:28:43 -0600
Subject: [rt-users] Set custom field on a transaction via REST?
In-Reply-To: <1453261637.21146.16.camel@etc.gen.nz>
References: <1453261637.21146.16.camel@etc.gen.nz>
Message-ID:
On Tue, Jan 19, 2016 at 9:47 PM, Andrew Ruthven wrote:
> Hey,
Hi Andrew,
> I've added a custom field for transactions to a queue. I can set the
> custom field if I use the web UI to comment or reply. But, I can't seem
> to set it when using the REST API, which is why I want to have the CF.
I don't believe the 1.0 REST API supports txn CFs.
Some options are:
* Hack together something for the 1.0 REST.
* Totally bypass the REST and do something via perl executables and ssh.
* Try out the new REST interface
https://github.com/bestpractical/rt-extension-rest2
Depending on your needs the above list may be bad advice - use with caution.
HTH,
-m
From mmcgrath at carthage.edu Wed Jan 20 09:33:32 2016
From: mmcgrath at carthage.edu (Max McGrath)
Date: Wed, 20 Jan 2016 08:33:32 -0600
Subject: [rt-users] New statuses --> broken workflows
Message-ID:
Hi all -
I recently added some new statuses to my Lifecycles and now my workflows
seem to be somewhat broken. For example, if I have an *Open* ticket, if a
user replies to that ticket via email it will be moved to *Stalled*. That
is not how it should be. I made my Lifecycle changes in RT_SiteConfig.pm
and took a backup of the original RT_SiteConfig.pm. When I put the
original back in place, all workflows work as expected -- so I obviously
screwed something up with the Lifecycles, but I just can't see what it is.
The new statuses are *considering*, *userWait*, *vendorWait* and *scheduled*.
Any help is appreciated...
Set(%Lifecycles,
default => {
initial => [ 'new' ],
active => [ *'considering',* 'open', 'stalled', *'userWait',
'vendorWait', 'scheduled'* ],
inactive => [ 'resolved', 'rejected', 'deleted' ],
defaults => {
on_create => 'new',
on_merge => 'resolved',
approved => 'open',
denied => 'rejected',
reminder_on_open => 'open',
reminder_on_resolve => 'resolved',
},
transitions => {
'' => [qw(new open resolved)],
# from => [ to list ],
new => [qw(open stalled resolved rejected deleted
considering scheduled userWait vendorWait)],
open => [qw(new stalled resolved rejected deleted
considering scheduled userWait vendorWait)],
considering => [qw(new stalled resolved rejected deleted
scheduled userWait vendorWait)],
scheduled => [qw(new stalled resolved rejected deleted
considering userWait vendorWait)],
userWait => [qw(new stalled resolved rejected deleted
scheduled)],
vendorWait => [qw(new stalled resolved rejected deleted
scheduled)],
stalled => [qw(new open rejected resolved deleted considering
scheduled userWait vendorWait)],
resolved => [qw(new open stalled rejected deleted considering
scheduled userWait vendorWait)],
rejected => [qw(new open stalled resolved deleted considering
scheduled)],
deleted => [qw(new open stalled rejected resolved considering
scheduled)],
},
rights => {
'* -> deleted' => 'DeleteTicket',
'* -> *' => 'ModifyTicket',
},
actions => [
'new -> open' => {
label => 'Open It', # loc
update => 'Respond',
},
'new -> resolved' => {
label => 'Resolve', # loc
update => 'Respond',
},
'new -> rejected' => {
label => 'Reject', # loc
update => 'Respond',
},
'new -> deleted' => {
label => 'Delete', # loc
},
'new -> considering' => {
label => 'Consider', # loc
update => 'Comment',
},
'new -> scheduled' => {
label => 'Schedule', # loc
update => 'Comment',
},
'new -> userWait' => {
label => 'userWait', # loc
update => 'Comment',
},
'new -> vendorWait' => {
label => 'vendorWait', # loc
update => 'Comment',
},
'open -> stalled' => {
label => 'Stall', # loc
update => 'Comment',
},
'open -> resolved' => {
label => 'Resolve', # loc
update => 'Respond',
},
'open -> rejected' => {
label => 'Reject', # loc
update => 'Respond',
},
'open -> considering' => {
label => 'Consider', # loc
update => 'Comment',
},
'open -> scheduled' => {
label => 'Schedule', # loc
update => 'Comment',
},
'open -> userWait' => {
label => 'userWait', # loc
update => 'Comment',
},
'open -> vendorWait' => {
label => 'vendorWait', # loc
update => 'Comment',
},
'stalled -> open' => {
label => 'Open It', # loc
},
'stalled -> resolved' => {
label => 'Resolve', # loc
update => 'Respond',
},
'stalled -> considering' => {
label => 'Consider', # loc
update => 'Comment',
},
'stalled -> scheduled' => {
label => 'Schedule', # loc
update => 'Comment',
},
'stalled -> userWait' => {
label => 'userWait', # loc
update => 'Comment',
},
'stalled -> vendorWait' => {
label => 'vendorWait', # loc
update => 'Comment',
},
'considering -> open' => {
label => 'Open It', # loc
},
'considering -> scheduled' => {
label => 'Schedule', # loc
update => 'Comment',
},
'considering -> stalled' => {
label => 'Stall', # loc
update => 'Comment',
},
'considering -> userWait' => {
label => 'userWait', # loc
update => 'Comment',
},
'considering -> vendorWait' => {
label => 'vendorWait', # loc
update => 'Comment',
},
'scheduled -> resolved' => {
label => 'Resolve', # loc
update => 'Respond',
},
'resolved -> open' => {
label => 'Re-open', # loc
update => 'Comment',
},
'rejected -> open' => {
label => 'Re-open', # loc
update => 'Comment',
},
'deleted -> open' => {
label => 'Undelete', # loc
},
],
},
--
Max McGrath
Network Administrator
Carthage College
262-552-5512
mmcgrath at carthage.edu
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From mzagrabe at d.umn.edu Wed Jan 20 09:42:34 2016
From: mzagrabe at d.umn.edu (Matt Zagrabelny)
Date: Wed, 20 Jan 2016 08:42:34 -0600
Subject: [rt-users] New statuses --> broken workflows
In-Reply-To:
References:
Message-ID:
On Wed, Jan 20, 2016 at 8:33 AM, Max McGrath wrote:
> Hi all -
>
Hi Max,
> I recently added some new statuses to my Lifecycles and now my workflows
> seem to be somewhat broken. For example, if I have an *Open* ticket, if
> a user replies to that ticket via email it will be moved to *Stalled*.
>
That sounds like a scrip is firing. Do you have a scrip that modifies the
ticket status?
> That is not how it should be. I made my Lifecycle changes in
> RT_SiteConfig.pm and took a backup of the original RT_SiteConfig.pm. When
> I put the original back in place, all workflows work as expected -- so I
> obviously screwed something up with the Lifecycles, but I just can't see
> what it is.
>
Have you tried making one change at a time and then verify the correctness
of that one change?
It looks like you have just the one "default" lifecycle. Is that correct?
We use perl in the lifecycle portion of the config to drive it. Once you
get beyond two lifecycles it is very hard to edit and verify by hand. Also,
if your lifecycle is a fully connected graph, then you can use perl to make
all the transitions arrays programatically.
-m
> The new statuses are *considering*, *userWait*, *vendorWait* and
> *scheduled*. Any help is appreciated...
>
> Set(%Lifecycles,
> default => {
> initial => [ 'new' ],
> active => [ *'considering',* 'open', 'stalled', *'userWait',
> 'vendorWait', 'scheduled'* ],
> inactive => [ 'resolved', 'rejected', 'deleted' ],
>
> defaults => {
> on_create => 'new',
> on_merge => 'resolved',
> approved => 'open',
> denied => 'rejected',
> reminder_on_open => 'open',
> reminder_on_resolve => 'resolved',
> },
>
> transitions => {
> '' => [qw(new open resolved)],
>
> # from => [ to list ],
> new => [qw(open stalled resolved rejected deleted
> considering scheduled userWait vendorWait)],
> open => [qw(new stalled resolved rejected deleted
> considering scheduled userWait vendorWait)],
> considering => [qw(new stalled resolved rejected deleted
> scheduled userWait vendorWait)],
> scheduled => [qw(new stalled resolved rejected deleted
> considering userWait vendorWait)],
> userWait => [qw(new stalled resolved rejected deleted
> scheduled)],
> vendorWait => [qw(new stalled resolved rejected deleted
> scheduled)],
> stalled => [qw(new open rejected resolved deleted considering
> scheduled userWait vendorWait)],
> resolved => [qw(new open stalled rejected deleted considering
> scheduled userWait vendorWait)],
> rejected => [qw(new open stalled resolved deleted considering
> scheduled)],
> deleted => [qw(new open stalled rejected resolved considering
> scheduled)],
> },
> rights => {
> '* -> deleted' => 'DeleteTicket',
> '* -> *' => 'ModifyTicket',
> },
> actions => [
> 'new -> open' => {
> label => 'Open It', # loc
> update => 'Respond',
> },
> 'new -> resolved' => {
> label => 'Resolve', # loc
> update => 'Respond',
> },
> 'new -> rejected' => {
> label => 'Reject', # loc
> update => 'Respond',
> },
> 'new -> deleted' => {
> label => 'Delete', # loc
> },
> 'new -> considering' => {
> label => 'Consider', # loc
> update => 'Comment',
> },
> 'new -> scheduled' => {
> label => 'Schedule', # loc
> update => 'Comment',
> },
> 'new -> userWait' => {
> label => 'userWait', # loc
> update => 'Comment',
> },
> 'new -> vendorWait' => {
> label => 'vendorWait', # loc
> update => 'Comment',
> },
>
> 'open -> stalled' => {
> label => 'Stall', # loc
> update => 'Comment',
> },
> 'open -> resolved' => {
> label => 'Resolve', # loc
> update => 'Respond',
> },
> 'open -> rejected' => {
> label => 'Reject', # loc
> update => 'Respond',
> },
> 'open -> considering' => {
> label => 'Consider', # loc
> update => 'Comment',
> },
> 'open -> scheduled' => {
> label => 'Schedule', # loc
> update => 'Comment',
> },
> 'open -> userWait' => {
> label => 'userWait', # loc
> update => 'Comment',
> },
> 'open -> vendorWait' => {
> label => 'vendorWait', # loc
> update => 'Comment',
> },
>
>
> 'stalled -> open' => {
> label => 'Open It', # loc
> },
> 'stalled -> resolved' => {
> label => 'Resolve', # loc
> update => 'Respond',
> },
> 'stalled -> considering' => {
> label => 'Consider', # loc
> update => 'Comment',
> },
> 'stalled -> scheduled' => {
> label => 'Schedule', # loc
> update => 'Comment',
> },
> 'stalled -> userWait' => {
> label => 'userWait', # loc
> update => 'Comment',
> },
> 'stalled -> vendorWait' => {
> label => 'vendorWait', # loc
> update => 'Comment',
> },
>
> 'considering -> open' => {
> label => 'Open It', # loc
> },
> 'considering -> scheduled' => {
> label => 'Schedule', # loc
> update => 'Comment',
> },
> 'considering -> stalled' => {
> label => 'Stall', # loc
> update => 'Comment',
> },
> 'considering -> userWait' => {
> label => 'userWait', # loc
> update => 'Comment',
> },
> 'considering -> vendorWait' => {
> label => 'vendorWait', # loc
> update => 'Comment',
> },
>
> 'scheduled -> resolved' => {
> label => 'Resolve', # loc
> update => 'Respond',
> },
>
> 'resolved -> open' => {
> label => 'Re-open', # loc
> update => 'Comment',
> },
> 'rejected -> open' => {
> label => 'Re-open', # loc
> update => 'Comment',
> },
> 'deleted -> open' => {
> label => 'Undelete', # loc
> },
> ],
> },
>
> --
> Max McGrath
> Network Administrator
> Carthage College
> 262-552-5512
> mmcgrath at carthage.edu
>
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From wajdi.othmaniyah at gmail.com Thu Jan 21 05:31:02 2016
From: wajdi.othmaniyah at gmail.com (wajdi)
Date: Thu, 21 Jan 2016 11:31:02 +0100
Subject: [rt-users] RT SelfService
Message-ID: <56a0b363.a867c20a.41779.44f1@mx.google.com>
Hello,
In Use of the SelfService interface can create a user with password manually
without automatic generation of password?
If yes how can I do it ?
Thank you for all
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From woody at wildthingsafaris.com Thu Jan 21 07:47:31 2016
From: woody at wildthingsafaris.com (Woody - Wild Thing Safaris)
Date: Thu, 21 Jan 2016 15:47:31 +0300
Subject: [rt-users] View dashboard of another user who's searches depend on
__CurrentUser__
Message-ID: <56A0D363.6050204@wildthingsafaris.com>
Hi all,
I have a dashboard, in which there are searches that depend on
__CurrentUser__, so each user that accesses the dashboard can only see
tickets owned by them.
If someone is away, i would like someone else to be able to see the
dashboard of the absent person. I don't want to give them the absent
user's login, nor do i want to create searches for each user that are
hardwired to their username.
Something like www.myrt.com/dashboards/12345/Dashname/Username would do
the job whereby __CurrentUser__ is replaced by "Username" and not the
person who's actually logged in.
I can see in lib/RT/Tickets.pm in sub _parser the line
# replace __CurrentUser__ with id
$value = $self->CurrentUser->id if $value eq '__CurrentUser__';
and in lib/RT/Search/Simple.pm
sub HandleOwner {
if (!$_[2] and $_[1] eq "me") {
return owner => "Owner.id = '__CurrentUser__'";
}
elsif (!$_[2] and $_[1] =~ /\w+@\w+/) {
return owner => "Owner.EmailAddress = '$_[1]'";
} else {
return owner => "Owner = '$_[1]'";
}
}
So i think that a hack is needed somewhere there, and when the url is
parsed the extra username field assigned to a variable that can be used
in those subs. I can't find however where sub HandleOwner is called from
since that's the only time it appears in the code!
Does this sound like a sensible way of going about it, or can anyone
think of a better solution, or know of an existing one?
thanks in advance
Woody.
--
-----------------------
Richard Wood (Woody)
Managing Director
Wild Thing Safaris Ltd.
UK: 2B Habbo St, Greenwich, London
Dar es Salaam: 5 Ethan St, Mbezi beach
Arusha: 3 Ebeneezer Rd, Njiro
PO BOX 34514 DSM
Office: +255 (0) 222 617 166
Office Mobile: +255 (0) 773 503 502
Direct: +255 742 373 327
Skype: woody1tz
http://wildthingsafaris.com
From sally.ainsley at lifecycle-software.com Thu Jan 21 08:43:43 2016
From: sally.ainsley at lifecycle-software.com (Sally Ainsley)
Date: Thu, 21 Jan 2016 13:43:43 -0000
Subject: [rt-users] View dashboard of another user who's searches depend
on __CurrentUser__
In-Reply-To: <56A0D363.6050204@wildthingsafaris.com>
References: <56A0D363.6050204@wildthingsafaris.com>
Message-ID: <062f01d15451$bf16c640$3d4452c0$@lifecycle-software.com>
Hi Woody
Not sure what your overall goal is however I have put our staff into GROUPS based on the teams they are in.
We then have searches that are for _CurrentUser_ as well as other searches that are based on OWNERGROUP = xxxxx.
We then have saved searches visible to each GROUP so that they can see tickets assigned to their team - this means that if a member of staff if off others in that team can pick up the work. Works well when team managers are away also.
Not sure if this helps
Sally
Sally Ainsley
-----Original Message-----
From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Woody - Wild Thing Safaris
Sent: 21 January 2016 12:48
To: rt-users at lists.bestpractical.com
Subject: [rt-users] View dashboard of another user who's searches depend on __CurrentUser__
Hi all,
I have a dashboard, in which there are searches that depend on __CurrentUser__, so each user that accesses the dashboard can only see tickets owned by them.
If someone is away, i would like someone else to be able to see the dashboard of the absent person. I don't want to give them the absent user's login, nor do i want to create searches for each user that are hardwired to their username.
Something like www.myrt.com/dashboards/12345/Dashname/Username would do the job whereby __CurrentUser__ is replaced by "Username" and not the person who's actually logged in.
I can see in lib/RT/Tickets.pm in sub _parser the line
# replace __CurrentUser__ with id
$value = $self->CurrentUser->id if $value eq '__CurrentUser__';
and in lib/RT/Search/Simple.pm
sub HandleOwner {
if (!$_[2] and $_[1] eq "me") {
return owner => "Owner.id = '__CurrentUser__'";
}
elsif (!$_[2] and $_[1] =~ /\w+@\w+/) {
return owner => "Owner.EmailAddress = '$_[1]'";
} else {
return owner => "Owner = '$_[1]'";
}
}
So i think that a hack is needed somewhere there, and when the url is parsed the extra username field assigned to a variable that can be used in those subs. I can't find however where sub HandleOwner is called from since that's the only time it appears in the code!
Does this sound like a sensible way of going about it, or can anyone think of a better solution, or know of an existing one?
thanks in advance
Woody.
--
-----------------------
Richard Wood (Woody)
Managing Director
Wild Thing Safaris Ltd.
UK: 2B Habbo St, Greenwich, London
Dar es Salaam: 5 Ethan St, Mbezi beach
Arusha: 3 Ebeneezer Rd, Njiro
PO BOX 34514 DSM
Office: +255 (0) 222 617 166
Office Mobile: +255 (0) 773 503 502
Direct: +255 742 373 327
Skype: woody1tz
http://wildthingsafaris.com
From elifree at free.fr Thu Jan 21 09:57:08 2016
From: elifree at free.fr (elifree at free.fr)
Date: Thu, 21 Jan 2016 15:57:08 +0100 (CET)
Subject: [rt-users] fulltext index update failure (RT 4.2.12)
In-Reply-To: <1628058510.67167.1453386691575.JavaMail.root@zimbra61-e11.priv.proxad.net>
Message-ID: <1198729485.187772.1453388228430.JavaMail.root@zimbra61-e11.priv.proxad.net>
Hello,
We have juste upgraded our RT this morning to version 4.2.12 (from 4.2.6) and MySQL to 5.6 (from 5.5) in order to implement the full text indexing.
It works, but when running /appli/rt4/sbin/rt-fulltext-indexer to update the table AttachmentsIndex, it stops with an error :
extract from the log file :
Jan 21 14:50:01 helpdesk.inria.fr CRON[9668]: (root) CMD (/appli/rt4/sbin/rt-fulltext-indexer --quiet)
Jan 21 14:50:03 helpdesk.inria.fr RT: [9669] DBD::mysql::st execute failed: MySQL server has gone away at /appli/rt4/sbin/rt-fulltext-indexer line 216.
Jan 21 14:50:03 helpdesk.inria.fr RT: [9669] DBD::mysql::st execute failed: MySQL server has gone away at /appli/rt4/sbin/rt-fulltext-indexer line 222.
Jan 21 14:50:03 helpdesk.inria.fr RT: [9669] Attachment 602620 cannot be indexed: MySQL server has gone away at /appli/rt4/sbin/rt-fulltext-indexer line 254.
The result is that new attachments are not indexed.
I don't know what to do : should I just shred the attachment 602620 ? Is this at risk ?
Thanks a lot for your help,
Elisabeth
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From Armen.Tashjian at sce.com Thu Jan 21 19:45:09 2016
From: Armen.Tashjian at sce.com (Armen Tashjian)
Date: Fri, 22 Jan 2016 00:45:09 +0000
Subject: [rt-users] RT 4.4 Assets
Message-ID:
I have not had the opportunity to upgrade to 4.4, however I was curious about how assets could interact with other assets.
1. Can an asset be linked with another asset? Or can you only link assets with tickets?
For example, there could be two catalogs, one called "Computers" and another called "Monitors". Could computer A be linked with monitor B and monitor C?
2. Can an asset be associated with multiple people? For example, with a shared device.
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From palomint at reed.edu Thu Jan 21 23:48:54 2016
From: palomint at reed.edu (Tony G Palomino)
Date: Thu, 21 Jan 2016 20:48:54 -0800
Subject: [rt-users] RT 4.4 Assets
In-Reply-To:
References:
Message-ID:
1. Assets can be linked to other assets (refers to, etc)
2. Assets can be associated with multiple people through a variety of roles.
On Thu, Jan 21, 2016 at 4:45 PM, Armen Tashjian
wrote:
> I have not had the opportunity to upgrade to 4.4, however I was curious
> about how assets could interact with other assets.
>
>
>
> 1. Can an asset be linked with another asset? Or can you only link
> assets with tickets?
>
> For example, there could be two catalogs, one called ?Computers? and
> another called ?Monitors?. Could computer A be linked with monitor B and
> monitor C?
>
>
>
> 2. Can an asset be associated with multiple people? For example,
> with a shared device.
>
>
>
>
>
--
Tony.Palomino at reed.edu
Director, Computer User Services
Reed College
503-788-6622
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From elifree at free.fr Fri Jan 22 05:22:33 2016
From: elifree at free.fr (elifree at free.fr)
Date: Fri, 22 Jan 2016 11:22:33 +0100 (CET)
Subject: [rt-users] fulltext index update failure (RT 4.2.12)
In-Reply-To: <1198729485.187772.1453388228430.JavaMail.root@zimbra61-e11.priv.proxad.net>
Message-ID: <1498804810.3181273.1453458153300.JavaMail.root@zimbra61-e11.priv.proxad.net>
Good morning,
This is a follow-up of my problem :
This morning I decided to shred the attachment 602620.
But after execution of rt-fulltext-indexer it fails again at the next number of attachment : 602621 !
So this was clearly not the solution. But now I have not idea of what is the problem.
Any clue or help is greatly appreciated.
Thanks and have a good day,
Elisabeth
----- Mail original -----
| De: elifree at free.fr
| ?: rt-users at lists.bestpractical.com
| Envoy?: Jeudi 21 Janvier 2016 15:57:08
| Objet: fulltext index update failure (RT 4.2.12)
| Hello,
| We have juste upgraded our RT this morning to version 4.2.12 (from
| 4.2.6) and MySQL to 5.6 (from 5.5) in order to implement the full
| text indexing.
| It works, but when running /appli/rt4/sbin/rt-fulltext-indexer to
| update the table AttachmentsIndex, it stops with an error :
| extract from the log file :
| Jan 21 14:50:01 helpdesk.inria.fr CRON[9668]: (root) CMD
| (/appli/rt4/sbin/rt-fulltext-indexer --quiet)
| Jan 21 14:50:03 helpdesk.inria.fr RT: [9669] DBD::mysql::st execute
| failed: MySQL server has gone away at
| /appli/rt4/sbin/rt-fulltext-indexer line 216.
| Jan 21 14:50:03 helpdesk.inria.fr RT: [9669] DBD::mysql::st execute
| failed: MySQL server has gone away at
| /appli/rt4/sbin/rt-fulltext-indexer line 222.
| Jan 21 14:50:03 helpdesk.inria.fr RT: [9669] Attachment 602620 cannot
| be indexed: MySQL server has gone away at
| /appli/rt4/sbin/rt-fulltext-indexer line 254.
| The result is that new attachments are not indexed.
| I don't know what to do : should I just shred the attachment 602620 ?
| Is this at risk ?
| Thanks a lot for your help,
| Elisabeth
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From d.i.catalin at gmail.com Fri Jan 22 08:47:39 2016
From: d.i.catalin at gmail.com (Dumitru Catalin)
Date: Fri, 22 Jan 2016 13:47:39 +0000
Subject: [rt-users] How to create ticket without log in using CommandBy
MAil
In-Reply-To: <569F5B1B.1040304@yahoo.com>
References:
<569F5B1B.1040304@yahoo.com>
Message-ID:
To email set by variable: Set( $CorrespondAddress, '
rt at organizationdomain.ro'); in RT_SiteConfig.pm file
?n mie., 20 ian. 2016 la 12:02, vahid Khorasani a
scris:
> To who my users must their emails Dumitru ??
> I mean which email address is responsible for taking user emails and
> converting them into tickets ?? :-\ :-\ :-[
>
> On 01/16/2016 08:11 PM, Dumitru Catalin wrote:
>
> First, in RT_SiteConfig.pm you need to define your address like: Set(
> $CorrespondAddress, 'rt at organizationdomain.ro');
> Set( $CommentAddress, 'comment at organizationdomain.ro'); then, if you use
> postfix, you need to create aliases in /etc/aliases for queue like:
>
> rt-testqueue: "|/opt/rt4/bin/rt-mailgate --queue testqueue
> --action correspond --url http://organizationdomain.ro"
> comment-testqueue: "|/opt/rt4/bin/rt-mailgate --queue testqueue
> --action comment --url http://organizationdomain.ro"
>
> After this settings restart httpd and postfix.
>
>
>
>
> ?n s?m., 16 ian. 2016 la 09:50, vahid Khorasani via rt-users <
> rt-users at lists.bestpractical.com> a scris:
>
>> Hi
>> I' m working on a project to let lots of external users to create
>> tickets anytime the deal with a problem and my support team start
>> working on it to solve it ,but I don't have any user accounts for them
>> neither in my RT local database nor in my LDAP ( and absolutely I don't
>> wanna have any ;-) ).
>> I installed CommandByMail extension on my RT and I also enabled it in my
>> RT_SiteConfig.pm file but it doesn't work.
>> I have two questions:
>> 1-To whom these external users must send their mail (I mean what email
>> address)??
>> 2-Should I add anything special in my RT_SiteConfig.pm ??
>>
>
> --
Dumitru Ionut Catalin
email: d.i.catalin at gmail.com / dcatalin at outlook.com
tel.: 0762676337
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From jbrandt at bestpractical.com Fri Jan 22 10:44:48 2016
From: jbrandt at bestpractical.com (Jim Brandt)
Date: Fri, 22 Jan 2016 10:44:48 -0500
Subject: [rt-users] fulltext index update failure (RT 4.2.12)
In-Reply-To: <1498804810.3181273.1453458153300.JavaMail.root@zimbra61-e11.priv.proxad.net>
References: <1498804810.3181273.1453458153300.JavaMail.root@zimbra61-e11.priv.proxad.net>
Message-ID: <56A24E70.7030801@bestpractical.com>
How much free disk space do you have? You can often get the "server gone
away" message when MySQL runs out of disk space.
On 1/22/16 5:22 AM, elifree at free.fr wrote:
> Good morning,
>
> This is a follow-up of my problem :
>
> This morning I decided to shred the attachment 602620.
> But after execution of rt-fulltext-indexer it fails again at the next
> number of attachment : 602621 !
>
> So this was clearly not the solution. But now I have not idea of what
> is the problem.
>
> Any clue or help is greatly appreciated.
> Thanks and have a good day,
> Elisabeth
>
> ------------------------------------------------------------------------
>
> *De: *elifree at free.fr
> *?: *rt-users at lists.bestpractical.com
> *Envoy?: *Jeudi 21 Janvier 2016 15:57:08
> *Objet: *fulltext index update failure (RT 4.2.12)
>
> Hello,
>
> We have juste upgraded our RT this morning to version 4.2.12 (from
> 4.2.6) and MySQL to 5.6 (from 5.5) in order to implement the full
> text indexing.
>
> It works, but when running /appli/rt4/sbin/rt-fulltext-indexer to
> update the table AttachmentsIndex, it stops with an error :
>
> extract from the log file :
>
> Jan 21 14:50:01 helpdesk.inria.fr CRON[9668]: (root) CMD
> (/appli/rt4/sbin/rt-fulltext-indexer --quiet)
>
> Jan 21 14:50:03 helpdesk.inria.fr RT: [9669] DBD::mysql::st
> execute failed: MySQL server has gone away at
> /appli/rt4/sbin/rt-fulltext-indexer line 216.
> Jan 21 14:50:03 helpdesk.inria.fr RT: [9669] DBD::mysql::st
> execute failed: MySQL server has gone away at
> /appli/rt4/sbin/rt-fulltext-indexer line 222.
> Jan 21 14:50:03 helpdesk.inria.fr RT: [9669] Attachment 602620
> cannot be indexed: MySQL server has gone away at
> /appli/rt4/sbin/rt-fulltext-indexer line 254.
>
> The result is that new attachments are not indexed.
>
> I don't know what to do : should I just shred the attachment
> 602620 ? Is this at risk ?
>
> Thanks a lot for your help,
> Elisabeth
>
>
>
>
>
>
>
>
>
>
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From talena at bestpractical.com Thu Jan 21 14:13:54 2016
From: talena at bestpractical.com (Talena Gandy)
Date: Thu, 21 Jan 2016 14:13:54 -0500
Subject: [rt-users] [rt-announce] It's here! Our first RT (and RTIR!)
training of 2016 in Hamburg!
Message-ID:
With the new release candidate for RT 4.4 out, we're thrilled to announce our first public training of 2016 in Hamburg, Germany. The training will take place March 14-15.
This training will introduce you to the new features in RT 4.4 as part of a comprehensive overview of RT. Whether you're an old hand at RT or a recent convert, you'll have a good understanding of all of RT's features and functionality by the end of the session.
Also, this session will include our very first RTIR training! We will walk through the incident response workflow, how to integrate RTIR with other systems, and how to best leverage RT's features for security teams (especially the new ones in RT 4.4!) We're also happy to show you the new flexible workflows that the next version, RTIR 3.4, offers you.
We can?t wait to tell you about what we?ve added for you in RT 4.4, including Assets, for tracking physical and digital resources. We?ll show you how to set up service level agreements (SLA) which take your business hours and holidays into account. There?s a new built-in timer for tracking time worked on tickets. You can now upload multiple files at once with a quick drag-and-drop, as well as reuse existing attachments on replies.
We?ll show how RT 4.4 improves things behind the scenes for you. You can have your users authenticate against external services (LDAP). RT can now seamlessly store attachments outside of its database, putting them on the filesystem, uploading to Amazon S3, or in Dropbox. You can even serve them directly out of S3. You can create custom role groups then assign them to queues and tickets. These custom roles can have their own permissions and notifications. We think you?ll find these are foundational for improving automation. There are also some major performance enhancements like gradual ticket history loading that will improve your team?s day to day experience.
Agenda
The first day of training starts off with a tour of RT's web interface and continues with a detailed exploration and explanation of RT's functionality, aimed at non-programmer RT administrators and users. We'll walk through setting up a common helpdesk configuration, from rights management, constructing workflows and notifications, and the basics of Lifecycles.
The second day of training picks up with server-side RT administration and dives into what you need to safely customize and extend RT. We'll cover upgrading and deploying RT, database tuning, advanced Lifecycle configurations, writing tools with RT's API, building an extension, and demonstrate how to extensibly alter the web UI and internal functions. RTIR will be the focus in the afternoon of the second day.
It goes without saying that you'll get the most out of training if you attend both days of the course, but we've designed the material so that you can step out after the first day with a dramatically improved understanding of how to use RT.
Attending
We do have a limit on how many people we can effectively teach, so please register as soon as you can to make sure you get a seat. If you can't make Hamburg, please feel free to suggest a future location by dropping us a line at training at bestpractical.com! Our spring training will be in Washington, DC.
For both days, the cost is USD $1,495. A single day is USD $995. Each class includes training materials, a continental breakfast, and snacks (lunch is not provided).
If you'd like to pay with Visa, MasterCard, or Discover, please visit Best Practical's online store at shop.bestpractical.com. Unfortunately we are unable to accept American Express or PayPal. If you'd prefer to pay with a purchase order, please email us at training at bestpractical.com. Be sure to include: if you want to attend both days or a single day and the full names and email addresses of attendees.
Finally, please contact us at training at bestpractical.com for discounted pricing if you are from an academic institution or if you'd like to send more than 3 people.
Thanks for supporting RT!
_______________________________________________
rt-announce mailing list
rt-announce at lists.bestpractical.com
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-announce
From d.i.catalin at gmail.com Sat Jan 23 02:54:50 2016
From: d.i.catalin at gmail.com (Dumitru Catalin)
Date: Sat, 23 Jan 2016 07:54:50 +0000
Subject: [rt-users] sort tickets in queue by email
Message-ID:
Hello,
I set replay address and comment address for a queue. All tickets sent to
this address I want to be inserted in that queue, but the system try to
create the ticket in General queue.
I need some advice, how can I sort the ticket in queue by address specified
for that queue.
Thank you!
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From ram0502 at gmail.com Sat Jan 23 14:08:14 2016
From: ram0502 at gmail.com (Ram)
Date: Sat, 23 Jan 2016 11:08:14 -0800
Subject: [rt-users] sort tickets in queue by email (Dumitru Catalin
Message-ID:
>
> From: Dumitru Catalin
> To: "rt-users at lists.bestpractical.com"
>
> Subject: [rt-users] sort tickets in queue by email
> Message-ID:
> <
> CAMQS9gh3re5iNCnsqpS9J9Cu8H-nS-6Kw4M_+5c-RtRvzwhFFA at mail.gmail.com>
> Content-Type: text/plain; charset="utf-8"
>
> Hello,
>
>
> I set replay address and comment address for a queue. All tickets sent to
> this address I want to be inserted in that queue, but the system try to
> create the ticket in General queue.
>
> I need some advice, how can I sort the ticket in queue by address specified
> for that queue.
>
>
If you are using rt-mailgate make sure for those email addresses to specify
the right queue name with "--queue queuename"
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From d.i.catalin at gmail.com Sun Jan 24 02:51:29 2016
From: d.i.catalin at gmail.com (Dumitru Catalin)
Date: Sun, 24 Jan 2016 07:51:29 +0000
Subject: [rt-users] sort tickets in queue by email (Dumitru Catalin
In-Reply-To:
References:
Message-ID:
Yes, i use rt-mailgate and postfix, and i set the corresponding alias in
/etc/aliases
?n s?m., 23 ian. 2016 la 21:08, Ram a scris:
> From: Dumitru Catalin
>> To: "rt-users at lists.bestpractical.com"
>>
>> Subject: [rt-users] sort tickets in queue by email
>> Message-ID:
>> <
>> CAMQS9gh3re5iNCnsqpS9J9Cu8H-nS-6Kw4M_+5c-RtRvzwhFFA at mail.gmail.com>
>> Content-Type: text/plain; charset="utf-8"
>>
>> Hello,
>>
>>
>> I set replay address and comment address for a queue. All tickets sent to
>> this address I want to be inserted in that queue, but the system try to
>> create the ticket in General queue.
>>
>> I need some advice, how can I sort the ticket in queue by address
>> specified
>> for that queue.
>>
>>
> If you are using rt-mailgate make sure for those email addresses to
> specify the right queue name with "--queue queuename"
>
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From Horst.Kriegers at loro.ch Mon Jan 25 08:45:27 2016
From: Horst.Kriegers at loro.ch (Kriegers Horst)
Date: Mon, 25 Jan 2016 13:45:27 +0000
Subject: [rt-users] RT 4.2.12 : Custom Fields not working
Message-ID: <49BFBF371580BE4A921A738E1E1C95C51E8025F6@BSDAG01.office.loro.swiss>
Hello,
Custom fields do not work after migrating from version 4.2.0 to 4.2.12 release, tickets are not updated.
The logs indicate nothing , no trace of activies for custom fields .
An idea of ??what it may come ?
In advance thank you for your help
Horst
________________________________
Note Importante: Le contenu de ce courriel est uniquement r?serv? ? la personne ou l'organisme ? qui il est destin?. Si vous n'?tes pas le destinataire pr?vu, veuillez nous en informer au plus vite et d?truire le pr?sent courriel. Dans ce cas, il ne vous est pas permis de copier ce courriel, de le distribuer ou de l'utiliser de quelque mani?re que ce soit.
________________________________
Important Notice: The content of this e-mail is intended only and solely for the use of the named recipient or organization. If you are not the named recipient, please inform us immediately and delete the present e-mail. In this case, you are not allowed to copy, distribute or use this e-mail in any way.
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From mzagrabe at d.umn.edu Mon Jan 25 10:35:04 2016
From: mzagrabe at d.umn.edu (Matt Zagrabelny)
Date: Mon, 25 Jan 2016 09:35:04 -0600
Subject: [rt-users] RT 4.2.12 : Custom Fields not working
In-Reply-To: <49BFBF371580BE4A921A738E1E1C95C51E8025F6@BSDAG01.office.loro.swiss>
References: <49BFBF371580BE4A921A738E1E1C95C51E8025F6@BSDAG01.office.loro.swiss>
Message-ID:
Hi,
On Mon, Jan 25, 2016 at 7:45 AM, Kriegers Horst wrote:
> Hello,
>
>
>
> Custom fields do not work after migrating from version 4.2.0 to 4.2.12
> release, tickets are not updated.
That shouldn't be the case. Do you have any JS or callbacks that would
be "interfering" with RT?
-m
From js at lastlog.de Mon Jan 25 10:42:35 2016
From: js at lastlog.de (Joachim Schiele)
Date: Mon, 25 Jan 2016 16:42:35 +0100
Subject: [rt-users] Kanban / agile workflows?
In-Reply-To:
References:
Message-ID:
On 04.03.2014 06:49, Biju Chacko wrote:
> Chris Herrmann gmail.com> writes:
>> Hi guys,
>>
>> Just wondering if there are any plugins or ?? That would
>> facilitate alternative ways of visualising "work
>> to do" like agile or kanban or ??
>>
>> I'm thinking this could be helpful for teams
>> and individual users to prioritise their work.
>
> Here's something I wrote for my own use:
>
> https://github.com/botsie/dirt
we have been trying to get dirt working, but it failed. versions used:
- rt-4.2.12
- dirt master on 77c0522ba923
what was working:
- we managed to get dirt to redirect the login to rt and we could login
with our usual rt credentials.
- we've seen that dirt could access the rt4 database and that it was
able to use the API of rt (probably trough the rest interface).
however, when accessing dirt functionality we hit this issue:
http://localhost:9292/projects/dirte/taskboard
746: unexpected token at 'MyDashBord'
most important question right now:
- how does dirt actually look like? screenshots? screencasts?
- how much work would we have to update dirt to make it work with 4.2.12?
- does anyone use dirt right now, if so with which version of rt?
thanks in advance,
joachim
From woody at wildthingsafaris.com Mon Jan 25 12:29:20 2016
From: woody at wildthingsafaris.com (Woody - Wild Thing Safaris)
Date: Mon, 25 Jan 2016 20:29:20 +0300
Subject: [rt-users] View dashboard of another user who's searches depend
on __CurrentUser__
In-Reply-To: <062f01d15451$bf16c640$3d4452c0$@lifecycle-software.com>
References: <56A0D363.6050204@wildthingsafaris.com>
<062f01d15451$bf16c640$3d4452c0$@lifecycle-software.com>
Message-ID: <56A65B70.6060708@wildthingsafaris.com>
HI Sally,
Thanks for your input.
My overall goal is to make it easy for another team member to take over
another's work while they are away. Since each person is using the same
dashboard all based on __CurrentUser__, only someone logged in as user X
can see user X's tickets.
Your idea of using OwnerGroup has given me an idea of a possible
solution - I create an identical dashboard but based on OwnerGroup and
not __CurrentUser__ where OwnerGroup = "holiday" and if someone is away,
I add them to the group holiday, in which case their tickets will be
visible in that dashboard.
Where it's going to fail though is with the LastUpdated != "__CurrentUser__"
I can't replace that __CurrentUser__ with OwnerGroup. It would need to
be '__privileged__ ' or LastUpdated = '__Requestor__' or something, or i
list all the users of the queue in a long LastUpdated != "fred" AND
Lastupdated !="jane" etc.
thanks for the inspiration and if you have any ideas about the
LastUpdated - that would be great!
w.
On 21/01/16 16:43, Sally Ainsley wrote:
> Hi Woody
>
> Not sure what your overall goal is however I have put our staff into GROUPS based on the teams they are in.
>
> We then have searches that are for _CurrentUser_ as well as other searches that are based on OWNERGROUP = xxxxx.
>
> We then have saved searches visible to each GROUP so that they can see tickets assigned to their team - this means that if a member of staff if off others in that team can pick up the work. Works well when team managers are away also.
>
> Not sure if this helps
>
> Sally
>
> Sally Ainsley
>
> -----Original Message-----
> From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Woody - Wild Thing Safaris
> Sent: 21 January 2016 12:48
> To:rt-users at lists.bestpractical.com
> Subject: [rt-users] View dashboard of another user who's searches depend on __CurrentUser__
>
> Hi all,
>
> I have a dashboard, in which there are searches that depend on __CurrentUser__, so each user that accesses the dashboard can only see tickets owned by them.
>
> If someone is away, i would like someone else to be able to see the dashboard of the absent person. I don't want to give them the absent user's login, nor do i want to create searches for each user that are hardwired to their username.
>
> Something likewww.myrt.com/dashboards/12345/Dashname/Username would do the job whereby __CurrentUser__ is replaced by "Username" and not the person who's actually logged in.
>
> I can see in lib/RT/Tickets.pm in sub _parser the line
>
> # replace __CurrentUser__ with id
> $value = $self->CurrentUser->id if $value eq '__CurrentUser__';
>
> and in lib/RT/Search/Simple.pm
>
> sub HandleOwner {
> if (!$_[2] and $_[1] eq "me") {
> return owner => "Owner.id = '__CurrentUser__'";
> }
> elsif (!$_[2] and $_[1] =~ /\w+@\w+/) {
> return owner => "Owner.EmailAddress = '$_[1]'";
> } else {
> return owner => "Owner = '$_[1]'";
> }
> }
>
> So i think that a hack is needed somewhere there, and when the url is parsed the extra username field assigned to a variable that can be used in those subs. I can't find however where sub HandleOwner is called from since that's the only time it appears in the code!
>
> Does this sound like a sensible way of going about it, or can anyone think of a better solution, or know of an existing one?
>
> thanks in advance
>
> Woody.
>
--
-----------------------
Richard Wood (Woody)
Managing Director
Wild Thing Safaris Ltd.
UK: 2B Habbo St, Greenwich, London
Dar es Salaam: 5 Ethan St, Mbezi beach
Arusha: 3 Ebeneezer Rd, Njiro
PO BOX 34514 DSM
Office: +255 (0) 222 617 166
Office Mobile: +255 (0) 773 503 502
Direct: +255 742 373 327
Skype: woody1tz
http://wildthingsafaris.com
From ram0502 at gmail.com Mon Jan 25 13:12:57 2016
From: ram0502 at gmail.com (Ram)
Date: Mon, 25 Jan 2016 10:12:57 -0800
Subject: [rt-users] sort tickets in queue by email (Dumitru Catalin
In-Reply-To:
References:
Message-ID:
Show the calls to rt-mailgate from your configuration file(s).
On Sat, Jan 23, 2016 at 11:51 PM, Dumitru Catalin
wrote:
> Yes, i use rt-mailgate and postfix, and i set the corresponding alias in
> /etc/aliases
>
> ?n s?m., 23 ian. 2016 la 21:08, Ram a scris:
>
>> From: Dumitru Catalin
>>> To: "rt-users at lists.bestpractical.com"
>>>
>>> Subject: [rt-users] sort tickets in queue by email
>>> Message-ID:
>>> <
>>> CAMQS9gh3re5iNCnsqpS9J9Cu8H-nS-6Kw4M_+5c-RtRvzwhFFA at mail.gmail.com>
>>> Content-Type: text/plain; charset="utf-8"
>>>
>>> Hello,
>>>
>>>
>>> I set replay address and comment address for a queue. All tickets sent to
>>> this address I want to be inserted in that queue, but the system try to
>>> create the ticket in General queue.
>>>
>>> I need some advice, how can I sort the ticket in queue by address
>>> specified
>>> for that queue.
>>>
>>>
>> If you are using rt-mailgate make sure for those email addresses to
>> specify the right queue name with "--queue queuename"
>>
>
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From mcalado at tbstaxservices.com Mon Jan 25 15:43:08 2016
From: mcalado at tbstaxservices.com (Marcelo Calado | TBS TAX Services)
Date: Mon, 25 Jan 2016 15:43:08 -0500
Subject: [rt-users] REST to Create Ticket and Users from Customer List
Message-ID: <003101d157b1$0040a700$00c1f500$@tbstaxservices.com>
Greetings,
I can populate my Users from my customer list through the REST Interface.
I have some custom fields like IDNumber and others...
I've tried like that:
CF.{IDNumber} = 999888
and
CF- IDNumber = 999888
And
CF-'IDNumber' = 999888
The user was created! But were not filled. I have the same problem to create
ticket by REST.
Thanks for All.
Marcelo Calado.
$content = @'
id: ticket/new
Requestor: TestOfCreated6 at gmail.com
Subject: Profile - Import from Customer List
Owner: mcalado
Text: Generate Profile
Queue: General
CF.{IDNumber}=999-888-33-22
'@
PS C:\tmp> .\b.ps1
RT/4.2.12 200 Ok
# User 3613 created.
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From matt.wells at mosaic451.com Mon Jan 25 16:32:43 2016
From: matt.wells at mosaic451.com (Matt Wells)
Date: Mon, 25 Jan 2016 13:32:43 -0800
Subject: [rt-users] RT - DataDog Integration
Message-ID:
Has anyone ever attempted to integrate RT with DataDog and it's web api or
configurations?
I've seen some integrations with "SendNagiosAlert" but was wondering if
anyone had done something similar with DataDog? I'm starting to play with
it now using this -
http://search.cpan.org/~jpinkham/WebService-DataDog-0.9.0/lib/WebService/DataDog.pm
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From andrew at etc.gen.nz Mon Jan 25 22:05:27 2016
From: andrew at etc.gen.nz (Andrew Ruthven)
Date: Tue, 26 Jan 2016 16:05:27 +1300
Subject: [rt-users] Set custom field on a transaction via REST?
In-Reply-To:
References: <1453261637.21146.16.camel@etc.gen.nz>
Message-ID: <1453777527.19917.11.camel@etc.gen.nz>
Hey,
On Wed, 2016-01-20 at 08:28 -0600, Matt Zagrabelny wrote:
> I don't believe the 1.0 REST API supports txn CFs.
>
> Some options are:
>
> * Hack together something for the 1.0 REST.
> * Totally bypass the REST and do something via perl executables and
> ssh.
> * Try out the new REST interface
>
> https://github.com/bestpractical/rt-extension-rest2
>
> Depending on your needs the above list may be bad advice - use with
> caution.
It looked like the path of least resistance for now was to add this
functionality to the REST 1.0 interface.
The last three commits on this branch[0] add required functionality.
Commit?35650ec actually extends the API and provides test cases.
Cheers,
Andrew
[0]?https://github.com/catalyst/rt/tree/4.2/add-txn-rest-customfield
--
Andrew Ruthven, Wellington, New Zealand
andrew at etc.gen.nz | linux.conf.au 2016
New Zealand's only Cloud: | LCA By the Bay, Geelong, AU
https://catalyst.net.nz/cloud | http://lca2016.linux.org.au
From wajdi.othmaniyah at gmail.com Tue Jan 26 05:18:49 2016
From: wajdi.othmaniyah at gmail.com (wajdi)
Date: Tue, 26 Jan 2016 11:18:49 +0100
Subject: [rt-users] auto-generated random pronounceable password
Message-ID: <56a7480a.a5c9c20a.42161.44de@mx.google.com>
Here the code of the template "Autoreply"
Subject: AutoReply: {$Ticket->Subject}
Greetings,
This message has been automatically generated in response to the
creation of a helpdesk call:
"{$Ticket->Subject()}",
a summary of which appears below.
There is no need to reply to this message right now. Your ticket has been
assigned an ID of [{$rtname} #{$Ticket->id()}]. Please include this string
in the subject line of all future correspondence about this issue.
{
*RT::User::GenerateRandomNextChar = \&RT::User::_GenerateRandomNextChar;
if (($Transaction->CreatorObj->id != $RT::Nobody->id) &&
(!$Transaction->CreatorObj->Privileged) &&
($Transaction->CreatorObj->__Value('Password') eq '*NO-PASSWORD*')
) {
my $user = RT::User->new($RT::SystemUser);
$user->Load($Transaction->CreatorObj->Id);
my ($stat, $pass) = $user->SetRandomPassword();
if (!$stat) {
$OUT .=
"An internal error has occurred. RT was not able to set a password for you.
Please contact your local RT administrator for assistance.";
}
$OUT .= "
You can check the current status and history of your requests at:
".$RT::WebURL."
When prompted, enter the following username and password:
Username: ".$user->Name."
Password: ".$pass."
";
}
}
Thank you.
{$Ticket->QueueObj->CorrespondAddress()}
-------------------------------------------------------------------------
{$Transaction->Content()}
When I copied and pasted this exactly as-is to my default "Autoreply"
template, it put the content in the Subject line. Why ? I don't understand
Please help me it's very important to use the SelfService wed interface.
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From d.i.catalin at gmail.com Tue Jan 26 09:25:12 2016
From: d.i.catalin at gmail.com (Dumitru Catalin)
Date: Tue, 26 Jan 2016 14:25:12 +0000
Subject: [rt-users] sort tickets in queue by email (Dumitru Catalin
In-Reply-To:
References:
Message-ID:
Thank you but i solved the problem, the call to rt-mailgate was not correct.
?n lun., 25 ian. 2016 la 20:13, Ram