From martin.wheldon at greenhills-it.co.uk Tue Nov 1 05:30:20 2016 From: martin.wheldon at greenhills-it.co.uk (Martin Wheldon) Date: Tue, 01 Nov 2016 09:30:20 +0000 Subject: [rt-users] Overriding files in lib/RT? In-Reply-To: References:

Message-ID: Hi Alex, You may need to add the following to the end of your Email_Local.pm file: 1; Best Regards Martin On 2016-10-31 20:17, Alex Hall wrote: > Hi all, > Thanks for the responses, it's partially working. When I use my > Email_Local.pm, the server refuses to start, yet I have no errors. > Running it through Perl's checker reveals only: > > Name "RT::Logger" used only once: possible typo at Email_Local.pm at > line 31 > > Perl says everything else is fine. I pulled the single function I > wanted to modify out of the original Email.pm (ParseTicketId) and left > it alone, except for changing \s+ to \s* in the "if (my $@captures" > line. As usual, any errors that might be generated are going who knows > where, so I'm not sure where to start looking. As I said, Perl thinks > this is fine save that warning, but RT definitely doesn't. Any > thoughts? Here's the file: > > use strict; > use warnings; > no warnings qw(redefine); > > package RT::Interface::Email; > > #Takes a string and searches for [subjecttag #id] > > #Returns the id if a match is found. Otherwise returns undef. > > sub ParseTicketId { > my $Subject = shift; > > my $rtname = RT->Config->Get('rtname'); > my $test_name = RT->Config->Get('EmailSubjectTagRegex') || > qr/\Q$rtname\E/i; > > # We use @captures and pull out the last capture value to guard > against > # someone using (...) instead of (?:...) in $EmailSubjectTagRegex. > my $id; > if ( my @captures = $Subject =~ /\[$test_name\s*\#(\d+)\s*\]/i ) { > $id = $captures[-1]; > } else { > foreach my $tag ( RT->System->SubjectTag ) { > next unless my @captures = $Subject =~ > /\[\Q$tag\E\s+\#(\d+)\s*\]/i; > $id = $captures[-1]; > last; > } > } > return undef unless $id; > > $RT::Logger->debug("Found a ticket ID. It's $id"); > return $id; > } > > On Mon, Oct 31, 2016 at 12:18 PM, Nilesh wrote: > >> To extend you should either add code in Email_Local.pm or >> Email_Overlay.pm. If you name it as Email.pm then you have to copy >> all code from existing module and modify it. >> >> I'm not sure about differences between Overlay and Local but I think >> that difference is for OO vs adding some functionality. >> >> -- >> Nilesh >> >> On 31-Oct-2016 9:45 PM, "Matt Zagrabelny" >> wrote: >> >>> Hi Alex, >>> >>> On Mon, Oct 31, 2016 at 11:09 AM, Alex Hall >>> wrote: >>>> Hey list, >>>> How would I override /opt/rt4/lib/RT/Interface/Email.pm [1]? >>> >>> Overlays. >>> >>> >> > https://docs.bestpractical.com/rt/4.4.1/RT/StyleGuide.html#EXTENDING-RT-CLASSES >>> [2] >>> >>> It looks like there is also an outdated wiki article: >>> >>> https://rt-wiki.bestpractical.com/wiki/ObjectModel [3] >>> >>> -m >>> --------- >>> RT 4.4 and RTIR training sessions, and a new workshop day! >>> https://bestpractical.com/training [4] >>> * Los Angeles - Q1 2017 >> >> --------- >> RT 4.4 and RTIR training sessions, and a new workshop day! >> https://bestpractical.com/training [4] >> * Los Angeles - Q1 2017 > > -- > > Alex Hall > Automatic Distributors, IT department > ahall at autodist.com > > > Links: > ------ > [1] http://l.pm > [2] > https://docs.bestpractical.com/rt/4.4.1/RT/StyleGuide.html#EXTENDING-RT-CLASSES > [3] https://rt-wiki.bestpractical.com/wiki/ObjectModel > [4] https://bestpractical.com/training > > --------- > RT 4.4 and RTIR training sessions, and a new workshop day! > https://bestpractical.com/training > * Los Angeles - Q1 2017 From ahall at autodist.com Tue Nov 1 12:50:12 2016 From: ahall at autodist.com (Alex Hall) Date: Tue, 1 Nov 2016 12:50:12 -0400 Subject: [rt-users] Gmail website replies to tickets, Outlook creates new ones In-Reply-To: References:

<9C410EBC-567E-4F0D-966A-F73FFC35B78B@autodist.com> <1477923361.9786.3.camel@nileshgr.com> Message-ID: Hey list, I've been messing with Email_Local.pm for the last day, but I can't get it to work correctly. I need to make the regex used to detect ticket replies not require a space before the pound sign. I'm starting to suspect that Outlook isn't removing that space, but rather replacing it with some Unicode character no one can see, because I can't get this to work. I first tried /\[$test_name\s*\#(\d*)\s*\]/i but that didn't work. So I replaced the first \s* with .* (period asterisk) to tell it to match zero or more characters, no matter what they are. That, too, fails to work. What I change here seems to have no effect. Am I missing a file, other than RT/Interface/Email.pm? Is there some other setting or bit of code where this regex is defined and use, or is this file the only one? Thanks. On Mon, Oct 31, 2016 at 10:22 AM, Alex Hall wrote: > You're right. After looking at what showed up on RT, not what was in the > subject fields of the two clients, I have the problem. I think. > > It seems that Outlook is removing the space before the # (pound sign) in > the subject tag. That is: > Re: [Graphics #400] > turns into > Re: [Graphics#400] > > Looks like I get to play with the subject tag regex. > > Sent from my iPhone > > > On Oct 31, 2016, at 10:16, Nilesh wrote: > > > > You should inspect the headers in both cases. If they contain > in-reply-to, you > > can use that to solve the problem. > > > > My problem originally was people in Cc replying to a mail sent to RT > (and by > > default, people in CC do not get auto reply email). This was > successfully solved > > by the in-reply-to patch. https://gist.github.com/ > nileshgr/637cdacd1aa7710343aed > > e20cabb66a6 > > > > Just save that file in local/lib/RT/Interface/Email_Local.pm and > restart RT. > > > > -- > > Nilesh > > > >> On Mon, 2016-10-31 at 19:36 +0530, Nilesh wrote: > >> I don't think Re matters. As long as subject tag is intact it should get > >> parsed correctly. > >> -- > >> Nilesh > >> > >>> On 31-Oct-2016 7:35 PM, "Alex Hall" wrote: > >>> I looked more closely at the difference. Outlook is stripping off the > "Re: " > >>> part of the message subject in the reply, whereas Gmail leaves it on. > That's > >>> the only difference I can find, but it must matter. I guess this is > more an > >>> Outlook question now, unless there's something I can change in RT to > make it > >>> not care about the Re: part of a reply? > >>> > >>> Sent from my iPhone > >>> > >>>> On Oct 31, 2016, at 09:52, Nilesh wrote: > >>>> > >>>>> On 31-Oct-2016 7:10 PM, "Alex Hall" wrote: > >>>>> > >>>>> Hey all, > >>>>> I made a custom template with mailto: links in it, that comes from > norep > >>>> ly at example.com. The mailto: links populate the to: and subject: > fields of > >>>> the new message as they should, and when the new email is sent, a > comment > >>>> appears on the ticket. At least, if the user does this from the Gmail > >>>> website (our domain mail is handled by Gmail). If the user is on > Outlook, > >>>> however, the "reply" gets turned into a new ticket. I can't see what > the > >>>> difference is, since the mailto: link is the same. We're on Outlook > 2007, > >>>> at least the few stations I've asked so far use 2007. Has anyone ever > seen > >>>> this before? Any troubleshooting suggestions? Thank you. > >>>>> > >>>>> -- > >>>>> Alex Hall > >>>>> Automatic Distributors, IT department > >>>>> ahall at autodist.com > >>>>> > >>>>> --------- > >>>>> RT 4.4 and RTIR training sessions, and a new workshop day! > https://bestp > >>>> ractical.com/training > >>>>> * Los Angeles - Q1 2017 > >>>> Have you verified that the subject tag isn't getting stripped? > >>>> There are two ways to identify a reply - one via the subject and > other via > >>>> in-reply-to header which most clients insert. In-reply-to isn't > parsed by > >>>> RT, so a custom code is needed for that. > >>>> I got it from someone on this list and have implemented as a local > >>>> customization. > >>>> -- > >>>> Nilesh > >>> > >>> --------- > >>> RT 4.4 and RTIR training sessions, and a new workshop day! > https://bestpract > >>> ical.com/training > >>> * Los Angeles - Q1 2017 > -- Alex Hall Automatic Distributors, IT department ahall at autodist.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From me at nileshgr.com Tue Nov 1 12:56:05 2016 From: me at nileshgr.com (Nilesh) Date: Tue, 1 Nov 2016 22:26:05 +0530 Subject: [rt-users] Gmail website replies to tickets, Outlook creates new ones In-Reply-To: References:

<9C410EBC-567E-4F0D-966A-F73FFC35B78B@autodist.com> <1477923361.9786.3.camel@nileshgr.com> Message-ID: Please share the code? I think you may be missing a chomp after fetching your subject header in your variable. This took a good amount of my time debugging why my thing wasn't working. -- Nilesh On 01-Nov-2016 10:20 PM, "Alex Hall" wrote: > Hey list, > I've been messing with Email_Local.pm for the last day, but I can't get it > to work correctly. I need to make the regex used to detect ticket replies > not require a space before the pound sign. I'm starting to suspect that > Outlook isn't removing that space, but rather replacing it with some > Unicode character no one can see, because I can't get this to work. I first > tried > /\[$test_name\s*\#(\d*)\s*\]/i > but that didn't work. So I replaced the first \s* with .* (period > asterisk) to tell it to match zero or more characters, no matter what they > are. That, too, fails to work. What I change here seems to have no effect. > Am I missing a file, other than RT/Interface/Email.pm? Is there some other > setting or bit of code where this regex is defined and use, or is this file > the only one? Thanks. > > On Mon, Oct 31, 2016 at 10:22 AM, Alex Hall wrote: > >> You're right. After looking at what showed up on RT, not what was in the >> subject fields of the two clients, I have the problem. I think. >> >> It seems that Outlook is removing the space before the # (pound sign) in >> the subject tag. That is: >> Re: [Graphics #400] >> turns into >> Re: [Graphics#400] >> >> Looks like I get to play with the subject tag regex. >> >> Sent from my iPhone >> >> > On Oct 31, 2016, at 10:16, Nilesh wrote: >> > >> > You should inspect the headers in both cases. If they contain >> in-reply-to, you >> > can use that to solve the problem. >> > >> > My problem originally was people in Cc replying to a mail sent to RT >> (and by >> > default, people in CC do not get auto reply email). This was >> successfully solved >> > by the in-reply-to patch. https://gist.github.com/nilesh >> gr/637cdacd1aa7710343aed >> > e20cabb66a6 >> > >> > Just save that file in local/lib/RT/Interface/Email_Local.pm and >> restart RT. >> > >> > -- >> > Nilesh >> > >> >> On Mon, 2016-10-31 at 19:36 +0530, Nilesh wrote: >> >> I don't think Re matters. As long as subject tag is intact it should >> get >> >> parsed correctly. >> >> -- >> >> Nilesh >> >> >> >>> On 31-Oct-2016 7:35 PM, "Alex Hall" wrote: >> >>> I looked more closely at the difference. Outlook is stripping off the >> "Re: " >> >>> part of the message subject in the reply, whereas Gmail leaves it on. >> That's >> >>> the only difference I can find, but it must matter. I guess this is >> more an >> >>> Outlook question now, unless there's something I can change in RT to >> make it >> >>> not care about the Re: part of a reply? >> >>> >> >>> Sent from my iPhone >> >>> >> >>>> On Oct 31, 2016, at 09:52, Nilesh wrote: >> >>>> >> >>>>> On 31-Oct-2016 7:10 PM, "Alex Hall" wrote: >> >>>>> >> >>>>> Hey all, >> >>>>> I made a custom template with mailto: links in it, that comes from >> norep >> >>>> ly at example.com. The mailto: links populate the to: and subject: >> fields of >> >>>> the new message as they should, and when the new email is sent, a >> comment >> >>>> appears on the ticket. At least, if the user does this from the Gmail >> >>>> website (our domain mail is handled by Gmail). If the user is on >> Outlook, >> >>>> however, the "reply" gets turned into a new ticket. I can't see what >> the >> >>>> difference is, since the mailto: link is the same. We're on Outlook >> 2007, >> >>>> at least the few stations I've asked so far use 2007. Has anyone >> ever seen >> >>>> this before? Any troubleshooting suggestions? Thank you. >> >>>>> >> >>>>> -- >> >>>>> Alex Hall >> >>>>> Automatic Distributors, IT department >> >>>>> ahall at autodist.com >> >>>>> >> >>>>> --------- >> >>>>> RT 4.4 and RTIR training sessions, and a new workshop day! >> https://bestp >> >>>> ractical.com/training >> >>>>> * Los Angeles - Q1 2017 >> >>>> Have you verified that the subject tag isn't getting stripped? >> >>>> There are two ways to identify a reply - one via the subject and >> other via >> >>>> in-reply-to header which most clients insert. In-reply-to isn't >> parsed by >> >>>> RT, so a custom code is needed for that. >> >>>> I got it from someone on this list and have implemented as a local >> >>>> customization. >> >>>> -- >> >>>> Nilesh >> >>> >> >>> --------- >> >>> RT 4.4 and RTIR training sessions, and a new workshop day! >> https://bestpract >> >>> ical.com/training >> >>> * Los Angeles - Q1 2017 >> > > > > -- > Alex Hall > Automatic Distributors, IT department > ahall at autodist.com > -------------- next part -------------- An HTML attachment was scrubbed... URL: From ahall at autodist.com Tue Nov 1 13:41:51 2016 From: ahall at autodist.com (Alex Hall) Date: Tue, 1 Nov 2016 13:41:51 -0400 Subject: [rt-users] Gmail website replies to tickets, Outlook creates new ones In-Reply-To: References:

<9C410EBC-567E-4F0D-966A-F73FFC35B78B@autodist.com> <1477923361.9786.3.camel@nileshgr.com>

Message-ID: I think I found it. Further down was a regex I didn't notice before, inside a for-each loop I thought wasn't being used. Changing that as well as the first one seems to have gotten things working.At least for now. :) On Tue, Nov 1, 2016 at 12:56 PM, Nilesh wrote: > Please share the code? I think you may be missing a chomp after fetching > your subject header in your variable. This took a good amount of my time > debugging why my thing wasn't working. > > -- > Nilesh > > On 01-Nov-2016 10:20 PM, "Alex Hall" wrote: > >> Hey list, >> I've been messing with Email_Local.pm for the last day, but I can't get >> it to work correctly. I need to make the regex used to detect ticket >> replies not require a space before the pound sign. I'm starting to suspect >> that Outlook isn't removing that space, but rather replacing it with some >> Unicode character no one can see, because I can't get this to work. I first >> tried >> /\[$test_name\s*\#(\d*)\s*\]/i >> but that didn't work. So I replaced the first \s* with .* (period >> asterisk) to tell it to match zero or more characters, no matter what they >> are. That, too, fails to work. What I change here seems to have no effect. >> Am I missing a file, other than RT/Interface/Email.pm? Is there some other >> setting or bit of code where this regex is defined and use, or is this file >> the only one? Thanks. >> >> On Mon, Oct 31, 2016 at 10:22 AM, Alex Hall wrote: >> >>> You're right. After looking at what showed up on RT, not what was in the >>> subject fields of the two clients, I have the problem. I think. >>> >>> It seems that Outlook is removing the space before the # (pound sign) in >>> the subject tag. That is: >>> Re: [Graphics #400] >>> turns into >>> Re: [Graphics#400] >>> >>> Looks like I get to play with the subject tag regex. >>> >>> Sent from my iPhone >>> >>> > On Oct 31, 2016, at 10:16, Nilesh wrote: >>> > >>> > You should inspect the headers in both cases. If they contain >>> in-reply-to, you >>> > can use that to solve the problem. >>> > >>> > My problem originally was people in Cc replying to a mail sent to RT >>> (and by >>> > default, people in CC do not get auto reply email). This was >>> successfully solved >>> > by the in-reply-to patch. https://gist.github.com/nilesh >>> gr/637cdacd1aa7710343aed >>> > e20cabb66a6 >>> > >>> > Just save that file in local/lib/RT/Interface/Email_Local.pm and >>> restart RT. >>> > >>> > -- >>> > Nilesh >>> > >>> >> On Mon, 2016-10-31 at 19:36 +0530, Nilesh wrote: >>> >> I don't think Re matters. As long as subject tag is intact it should >>> get >>> >> parsed correctly. >>> >> -- >>> >> Nilesh >>> >> >>> >>> On 31-Oct-2016 7:35 PM, "Alex Hall" wrote: >>> >>> I looked more closely at the difference. Outlook is stripping off >>> the "Re: " >>> >>> part of the message subject in the reply, whereas Gmail leaves it >>> on. That's >>> >>> the only difference I can find, but it must matter. I guess this is >>> more an >>> >>> Outlook question now, unless there's something I can change in RT to >>> make it >>> >>> not care about the Re: part of a reply? >>> >>> >>> >>> Sent from my iPhone >>> >>> >>> >>>> On Oct 31, 2016, at 09:52, Nilesh wrote: >>> >>>> >>> >>>>> On 31-Oct-2016 7:10 PM, "Alex Hall" wrote: >>> >>>>> >>> >>>>> Hey all, >>> >>>>> I made a custom template with mailto: links in it, that comes >>> from norep >>> >>>> ly at example.com. The mailto: links populate the to: and subject: >>> fields of >>> >>>> the new message as they should, and when the new email is sent, a >>> comment >>> >>>> appears on the ticket. At least, if the user does this from the >>> Gmail >>> >>>> website (our domain mail is handled by Gmail). If the user is on >>> Outlook, >>> >>>> however, the "reply" gets turned into a new ticket. I can't see >>> what the >>> >>>> difference is, since the mailto: link is the same. We're on >>> Outlook 2007, >>> >>>> at least the few stations I've asked so far use 2007. Has anyone >>> ever seen >>> >>>> this before? Any troubleshooting suggestions? Thank you. >>> >>>>> >>> >>>>> -- >>> >>>>> Alex Hall >>> >>>>> Automatic Distributors, IT department >>> >>>>> ahall at autodist.com >>> >>>>> >>> >>>>> --------- >>> >>>>> RT 4.4 and RTIR training sessions, and a new workshop day! >>> https://bestp >>> >>>> ractical.com/training >>> >>>>> * Los Angeles - Q1 2017 >>> >>>> Have you verified that the subject tag isn't getting stripped? >>> >>>> There are two ways to identify a reply - one via the subject and >>> other via >>> >>>> in-reply-to header which most clients insert. In-reply-to isn't >>> parsed by >>> >>>> RT, so a custom code is needed for that. >>> >>>> I got it from someone on this list and have implemented as a local >>> >>>> customization. >>> >>>> -- >>> >>>> Nilesh >>> >>> >>> >>> --------- >>> >>> RT 4.4 and RTIR training sessions, and a new workshop day! >>> https://bestpract >>> >>> ical.com/training >>> >>> * Los Angeles - Q1 2017 >>> >> >> >> >> -- >> Alex Hall >> Automatic Distributors, IT department >> ahall at autodist.com >> > -- Alex Hall Automatic Distributors, IT department ahall at autodist.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From ahall at autodist.com Tue Nov 1 17:50:08 2016 From: ahall at autodist.com (Alex Hall) Date: Tue, 1 Nov 2016 17:50:08 -0400 Subject: [rt-users] Finding queue priority in script? Message-ID: Hi all, It hit me the other day that instead of trying to move the priority field out of the details view, I could simply make a custom field for priority, then set it in a script on ticket creation. I see in the docs how to set a ticket's priority, but is there a way to get a queue's priority values (initial and maximum)? All our queues will likely share priority settings, so I'm not too worried about this, but I would prefer to base things off a given queue's settings if possible. The docs for Queue objects mention nothing about priority, which seems like an odd ommition. Thanks for any suggestions. -- Alex Hall Automatic Distributors, IT department ahall at autodist.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From martin.wheldon at greenhills-it.co.uk Wed Nov 2 05:10:54 2016 From: martin.wheldon at greenhills-it.co.uk (Martin Wheldon) Date: Wed, 02 Nov 2016 09:10:54 +0000 Subject: [rt-users] Finding queue priority in script? In-Reply-To: References: Message-ID: Hi Alex, The file below contains a example of how to set the default values for a queue. share/html/Admin/Queues/DefaultValues.html Looks like the SetDefaultValue method for Queues isn't documented or a least I haven't found where, which seems odd as I've always found RT to be very well documented. Best Regards Martin On 2016-11-01 21:50, Alex Hall wrote: > Hi all, > It hit me the other day that instead of trying to move the priority > field out of the details view, I could simply make a custom field for > priority, then set it in a script on ticket creation. > > I see in the docs how to set a ticket's priority, but is there a way > to get a queue's priority values (initial and maximum)? All our queues > will likely share priority settings, so I'm not too worried about > this, but I would prefer to base things off a given queue's settings > if possible. The docs for Queue objects mention nothing about > priority, which seems like an odd ommition. Thanks for any > suggestions. > > -- > > Alex Hall > Automatic Distributors, IT department > ahall at autodist.com > > --------- > RT 4.4 and RTIR training sessions, and a new workshop day! > https://bestpractical.com/training > * Los Angeles - Q1 2017 From martin.wheldon at greenhills-it.co.uk Wed Nov 2 05:18:23 2016 From: martin.wheldon at greenhills-it.co.uk (Martin Wheldon) Date: Wed, 02 Nov 2016 09:18:23 +0000 Subject: [rt-users] Finding queue priority in script? In-Reply-To: References:

Message-ID: <036dc0ac71ec24d6150d22cc836610f0@mail.greenhills-it.co.uk> Sorry that should be DefaultValue, not SetDefaultValue. Should read the question more closely :( Martin On 2016-11-02 09:10, Martin Wheldon wrote: > Hi Alex, > > The file below contains a example of how to set the default values for > a queue. > > share/html/Admin/Queues/DefaultValues.html > > Looks like the SetDefaultValue method for Queues isn't documented or a > least I haven't found where, which seems odd > as I've always found RT to be very well documented. > > Best Regards > > Martin > > On 2016-11-01 21:50, Alex Hall wrote: >> Hi all, >> It hit me the other day that instead of trying to move the priority >> field out of the details view, I could simply make a custom field for >> priority, then set it in a script on ticket creation. >> >> I see in the docs how to set a ticket's priority, but is there a way >> to get a queue's priority values (initial and maximum)? All our queues >> will likely share priority settings, so I'm not too worried about >> this, but I would prefer to base things off a given queue's settings >> if possible. The docs for Queue objects mention nothing about >> priority, which seems like an odd ommition. Thanks for any >> suggestions. >> >> -- >> >> Alex Hall >> Automatic Distributors, IT department >> ahall at autodist.com >> >> --------- >> RT 4.4 and RTIR training sessions, and a new workshop day! >> https://bestpractical.com/training >> * Los Angeles - Q1 2017 > --------- > RT 4.4 and RTIR training sessions, and a new workshop day! > https://bestpractical.com/training > * Los Angeles - Q1 2017 From ahall at autodist.com Wed Nov 2 13:45:53 2016 From: ahall at autodist.com (Alex Hall) Date: Wed, 2 Nov 2016 13:45:53 -0400 Subject: [rt-users] Enable devel-mode on existing RT instance? Message-ID: Hi all, I'm getting an error in an overlay, but nothing is logged. I know I can use ./configure --devel-mode to help, though whether that will show additional information for errors like this I'm not sure. Either way, how do I enable it on an existing installation of RT? Do I go back to the unpacked source and re-run the configure script, or is there more to it? Thanks. -- Alex Hall Automatic Distributors, IT department ahall at autodist.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From ahall at autodist.com Wed Nov 2 13:46:54 2016 From: ahall at autodist.com (Alex Hall) Date: Wed, 2 Nov 2016 13:46:54 -0400 Subject: [rt-users] Finding queue priority in script? In-Reply-To: <036dc0ac71ec24d6150d22cc836610f0@mail.greenhills-it.co.uk> References:

Message-ID: I'll pass this along, thanks. I think the confusion, then, is that the text says "Drag files here or click to attach". Odd that it says to drag files if there's no JS to support that feature. I'll see about changing the text in the html so users don't expect this option. On Tue, Nov 8, 2016 at 2:51 PM, Landon Stewart wrote: > On Nov 8, 2016, at 10:39 AM, Alex Hall wrote: > > > Hi all, > Users are complaining that they can't drag/drop files to attach them to > tickets. I can't see the screen, so don't use a mouse, so can't test this > first-hand. Are there browsers or other variables that are known to stop > this functionality, or did I disable something I shouldn't have? Thanks. > > > I can say that I've never dragged and dropped a file onto a ticket to > attach it. It sounds like users might just be used to sites like imgur and > the like who let you do this because they have scripts that make it > possible and they expect it to be possible for RT. They'll have to click > the "Choose File" button while updating a ticket and actually choose the > file. > > With that said - On Sarfari for macOS you can drag a file to the "Choose > File" button and it lights up while you do it but I don't know if that > works on Windows and I don't know if it's the same in all browsers. > > -- > Landon Stewart > Lead Analyst - Abuse and Security Management > INTERNAP ? > ? lstewart at internap.com > ? www.internap.com > > -- Alex Hall Automatic Distributors, IT department ahall at autodist.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From jesse at bywatersolutions.com Tue Nov 8 16:05:51 2016 From: jesse at bywatersolutions.com (Jesse Maseto) Date: Tue, 8 Nov 2016 16:05:51 -0500 Subject: [rt-users] RT Script has stopped working Message-ID: Hello All, Some thing strange just started happening today. ONLY script #3 "On Create Autoreply To Requestors" has stopped working. Has anyone else encountered this issue before? And if so how did you resolve? All other scripts are running and working as they should. This is a very strange situation. Thank you, -Jesse -------------------- Jesse Maseto Head of Support ByWater Solutions Support & Consulting for OSS Office - Stratford,CT T/F 888.900.8944 http://bywatersolutions.com Jesse at bywatersolutions.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From shawn at bestpractical.com Tue Nov 8 16:10:15 2016 From: shawn at bestpractical.com (Shawn M Moore) Date: Tue, 8 Nov 2016 16:10:15 -0500 Subject: [rt-users] Unable to drag files to attach them? In-Reply-To: References:

Message-ID: <584DF772-0768-4999-85A8-337196E41CFC@bestpractical.com> Hi Landon, Alex, > On Nov 8, 2016, at 14:51, Landon Stewart wrote: > On Nov 8, 2016, at 10:39 AM, Alex Hall > wrote: >> >> Hi all, >> Users are complaining that they can't drag/drop files to attach them to tickets. I can't see the screen, so don't use a mouse, so can't test this first-hand. Are there browsers or other variables that are known to stop this functionality, or did I disable something I shouldn't have? Thanks. > > I can say that I've never dragged and dropped a file onto a ticket to attach it. It sounds like users might just be used to sites like imgur and the like who let you do this because they have scripts that make it possible and they expect it to be possible for RT. They'll have to click the "Choose File" button while updating a ticket and actually choose the file. In RT 4.4, we did add support for dragging and dropping attachments onto tickets. We have a quick demo of this feature in action at https://www.youtube.com/watch?v=aBwYK1a8W7U#t=1m23s and described on our blog at https://bestpractical.com/blog/2015/12/whats-new-in-44-improved-attachment-handling Unfortunately, Alex, it's not clear to me why it would be broken for your users. If you can provide any more information about what your users are experiencing as well as which browsers they're trying it in, we may be able to pinpoint a cause. Best, Shawn -------------- next part -------------- An HTML attachment was scrubbed... URL: From ahall at autodist.com Tue Nov 8 16:52:25 2016 From: ahall at autodist.com (Alex Hall) Date: Tue, 8 Nov 2016 16:52:25 -0500 Subject: [rt-users] Unable to drag files to attach them? In-Reply-To: <584DF772-0768-4999-85A8-337196E41CFC@bestpractical.com> References:

Message-ID: <6ef08da851adcbf857851676f9205abd@mail.greenhills-it.co.uk> Hi Alex, I think the mysql configuration be "max_allowed_packet" rather than "max_packet_size". Best Regards Martin On 2016-11-14 13:54, Alex Hall wrote: > I should also say that I've already tried setting my MySQL > max_packet_size. 500M didn't do it, so I upped it to 5000M, restarting > the service both times. That hasn't changed the warnings I'm getting, > and I really don't think any attachments are over 5GB. Plus, the first > few warnings are that "st execute failed", not about attachments not > being indexed. > > On Mon, Nov 14, 2016 at 7:46 AM, Alex Hall wrote: > >> Hi all, >> As the subject says, I'm trying to enable full text indexing. I've >> updated MySQL to 5.7 (on Debian 8) and ran >> >> /opt/rt4/sbin/rt-setup-fulltext-index --dba root --dba-password pwd >> >> However, I get a bunch of warnings about executing the SQL >> statements and, after that, that attachments can't be indexed. In >> all cases, the main problem is the same: "the MySQL server has gone >> away". The initial connection was successful, so I'm not sure what >> the problem is. I also tested the root login after the 5.7 update, >> just to be sure it worked, and it was fine. Has anyone ever seen >> this happen? Any suggestions on what to do about it? Thanks! >> >> -- >> >> Alex Hall >> Automatic Distributors, IT department >> ahall at autodist.com > > -- > > Alex Hall > Automatic Distributors, IT department > ahall at autodist.com > > --------- > RT 4.4 and RTIR training sessions, and a new workshop day! > https://bestpractical.com/training > * Los Angeles - January 9-11 2017 From ahall at autodist.com Mon Nov 14 11:56:42 2016 From: ahall at autodist.com (Alex Hall) Date: Mon, 14 Nov 2016 11:56:42 -0500 Subject: [rt-users] Enabling full text index, getting "MySQL server has gone away" In-Reply-To: <6ef08da851adcbf857851676f9205abd@mail.greenhills-it.co.uk> References:

<6ef08da851adcbf857851676f9205abd@mail.greenhills-it.co.uk> Message-ID: Thanks for the correction. I hate to say it, but this didn't change the results I'm seeing at all. I just updated /etc/mysql/conf.d/mysql.cnf, restarted MySQL, and ran the full-text index command again. I got the exact same errors as before. On Mon, Nov 14, 2016 at 11:50 AM, Martin Wheldon < martin.wheldon at greenhills-it.co.uk> wrote: > Hi Alex, > > I think the mysql configuration be "max_allowed_packet" rather than > "max_packet_size". > > Best Regards > > Martin > > > On 2016-11-14 13:54, Alex Hall wrote: > >> I should also say that I've already tried setting my MySQL >> max_packet_size. 500M didn't do it, so I upped it to 5000M, restarting >> the service both times. That hasn't changed the warnings I'm getting, >> and I really don't think any attachments are over 5GB. Plus, the first >> few warnings are that "st execute failed", not about attachments not >> being indexed. >> >> On Mon, Nov 14, 2016 at 7:46 AM, Alex Hall wrote: >> >> Hi all, >>> As the subject says, I'm trying to enable full text indexing. I've >>> updated MySQL to 5.7 (on Debian 8) and ran >>> >>> /opt/rt4/sbin/rt-setup-fulltext-index --dba root --dba-password pwd >>> >>> However, I get a bunch of warnings about executing the SQL >>> statements and, after that, that attachments can't be indexed. In >>> all cases, the main problem is the same: "the MySQL server has gone >>> away". The initial connection was successful, so I'm not sure what >>> the problem is. I also tested the root login after the 5.7 update, >>> just to be sure it worked, and it was fine. Has anyone ever seen >>> this happen? Any suggestions on what to do about it? Thanks! >>> >>> -- >>> >>> Alex Hall >>> Automatic Distributors, IT department >>> ahall at autodist.com >>> >> >> -- >> >> Alex Hall >> Automatic Distributors, IT department >> ahall at autodist.com >> >> --------- >> RT 4.4 and RTIR training sessions, and a new workshop day! >> https://bestpractical.com/training >> * Los Angeles - January 9-11 2017 >> > --------- > RT 4.4 and RTIR training sessions, and a new workshop day! > https://bestpractical.com/training > * Los Angeles - January 9-11 2017 > -- Alex Hall Automatic Distributors, IT department ahall at autodist.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From James.Zuelow at juneau.org Mon Nov 14 12:10:59 2016 From: James.Zuelow at juneau.org (James Zuelow) Date: Mon, 14 Nov 2016 17:10:59 +0000 Subject: [rt-users] Enabling full text index, getting "MySQL server has gone away" In-Reply-To: References:

Message-ID: Hi all, Ticket creation is working, now that I've finally gotten it out of strict mode. You'd think it would check its own cnf file for errors on startup, but nope, it doesn't notice until you try to log in using the 'mysql -u' command. Not even an error in the log file. Anyway... Priority is still not sticking, which doesn't surprise me. If RT is inserting a string into an int, MySQL would put a 0 in that field. What did surprise me is that disabling the PriorityAsString extension didn't help. I set the priority to be 15, and when I created the cicket, it was still 0. Yet the log shows none of the messages I've been seeing, as though it thought it worked. Very odd stuff. As to testing, yes, I normally do. I got to work very early today--a Monday--with my mind set on updating MySQL and enabling full text search before people got here and started using the system. Because of the hour, or maybe because the tutorials I'd read made updating sound so easy, I completely forgot to run all this on the test server first. Not a good move on my part. On Mon, Nov 14, 2016 at 4:24 PM, Matt Zagrabelny wrote: > Hi Alex, > > On Mon, Nov 14, 2016 at 10:37 AM, Alex Hall wrote: > > Hello again all, > > I just discovered I have a more serious problem than full-text indexing > not > > working. I'm getting an error when anyone tries to make a ticket, and the > > ticket is never created. Here's the message: > > > > Nov 14 11:31:03 server24 RT: [2522] DBD::mysql::st execute failed: > Incorrect > > integer value: 'ARRAY(0x18325928)' for column 'Priority' at row 1 at > > /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 586. > > > > I have the PriorityAsString extension installed, but that's been working > > perfectly for weeks. I've also modified some files so that the user can > > select a priority on the main ticket creation page instead of going to > the > > details view, but that's also been working smoothly. The only major > change > > is the MySQL 5.5 upgrade to 5.7, but why that would be the cause, given > the > > error message, I'm not sure. If RT were trying to insert a string like > that > > before, it should have never worked. Is there anything I can do to fix > this? > > I'd rather not revert to 5.5, because I still want that full-text > indexing > > at some point and would rather fix this problem so I can keep trying to > do > > that. Thanks! > > Some thoughts... > > What do your PriorityAsString configs look like? > > Try disabling PriorityAsString. > > I know it doesn't help where you're at right now, but are you testing > your changes in a test environment before making these changes in > production? > > -m > -- Alex Hall Automatic Distributors, IT department ahall at autodist.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From ahall at autodist.com Mon Nov 14 17:33:22 2016 From: ahall at autodist.com (Alex Hall) Date: Mon, 14 Nov 2016 17:33:22 -0500 Subject: [rt-users] Enabling full text index, getting "MySQL server has gone away" In-Reply-To: <0718f4217bb74ac8995c5a16eebaafbd@City-Exch-DB1.cbj.local> References:

<6ef08da851adcbf857851676f9205abd@mail.greenhills-it.co.uk> <0718f4217bb74ac8995c5a16eebaafbd@City-Exch-DB1.cbj.local> Message-ID: For future readers, my own solution was--thankfully--much simpler. Nowhere that I found in the docs I was reading did it say you had to add the max_allowed_packet setting under a section called [mysqld] in my.cnf. As soon as I did that, my setting took effect, and the full text setup ran perfectly. On Mon, Nov 14, 2016 at 12:10 PM, James Zuelow wrote: > I had success by using Debian?s snapshot server and downgrading MySQL > 5.6.27-2 and then running rt-setup-fulltext-index. That worked perfectly. > > > > You can safely ?upgrade? back to your current version after the setup > script runs ? the fulltext index maintenance script will run fine. > > > > If downgrading worked, please update my Debian bug report with the version > that did not work for you: http://bugs.debian.org/cgi- > bin/bugreport.cgi?bug=840780 > > > > > > James > > > > *From:* rt-users [mailto:rt-users-bounces at lists.bestpractical.com] *On > Behalf Of *Alex Hall > *Sent:* Monday, November 14, 2016 7:57 AM > *To:* martin.wheldon at greenhills-it.co.uk > *Cc:* rt-users > *Subject:* Re: [rt-users] Enabling full text index, getting "MySQL server > has gone away" > > > > Thanks for the correction. I hate to say it, but this didn't change the > results I'm seeing at all. I just updated /etc/mysql/conf.d/mysql.cnf, > restarted MySQL, and ran the full-text index command again. I got the exact > same errors as before. > > > > On Mon, Nov 14, 2016 at 11:50 AM, Martin Wheldon < > martin.wheldon at greenhills-it.co.uk> wrote: > > Hi Alex, > > I think the mysql configuration be "max_allowed_packet" rather than > "max_packet_size". > > Best Regards > > Martin > > > > On 2016-11-14 13:54, Alex Hall wrote: > > I should also say that I've already tried setting my MySQL > max_packet_size. 500M didn't do it, so I upped it to 5000M, restarting > the service both times. That hasn't changed the warnings I'm getting, > and I really don't think any attachments are over 5GB. Plus, the first > few warnings are that "st execute failed", not about attachments not > being indexed. > > On Mon, Nov 14, 2016 at 7:46 AM, Alex Hall wrote: > > Hi all, > As the subject says, I'm trying to enable full text indexing. I've > updated MySQL to 5.7 (on Debian 8) and ran > > /opt/rt4/sbin/rt-setup-fulltext-index --dba root --dba-password pwd > > However, I get a bunch of warnings about executing the SQL > statements and, after that, that attachments can't be indexed. In > all cases, the main problem is the same: "the MySQL server has gone > away". The initial connection was successful, so I'm not sure what > the problem is. I also tested the root login after the 5.7 update, > just to be sure it worked, and it was fine. Has anyone ever seen > this happen? Any suggestions on what to do about it? Thanks! > > -- > > Alex Hall > Automatic Distributors, IT department > ahall at autodist.com > > > -- > > Alex Hall > Automatic Distributors, IT department > ahall at autodist.com > > --------- > RT 4.4 and RTIR training sessions, and a new workshop day! > https://bestpractical.com/training > * Los Angeles - January 9-11 2017 > > --------- > RT 4.4 and RTIR training sessions, and a new workshop day! > https://bestpractical.com/training > * Los Angeles - January 9-11 2017 > > > > > -- > > Alex Hall > > Automatic Distributors, IT department > > ahall at autodist.com > -- Alex Hall Automatic Distributors, IT department ahall at autodist.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From James.Zuelow at juneau.org Mon Nov 14 17:45:47 2016 From: James.Zuelow at juneau.org (James Zuelow) Date: Mon, 14 Nov 2016 22:45:47 +0000 Subject: [rt-users] Enabling full text index, getting "MySQL server has gone away" In-Reply-To: References:

Message-ID: Hi all, I found the problem. I've seen "Table" and "TableName" both used in sample configurations, but apparently only one is correct. As soon as I switched to "Table" in my config file, FTS enabled itself. On Tue, Nov 15, 2016 at 11:09 AM, Matt Zagrabelny wrote: > On Tue, Nov 15, 2016 at 9:56 AM, Alex Hall wrote: > > Good thought, but that doesn't seem to have helped. It still says that > > Enable and Indexed are 0 in the system configuration page. > > > > On Tue, Nov 15, 2016 at 10:49 AM, Martin Wheldon > > wrote: > >> > >> Hi Alex, > >> > >> Sounds like you may need to clear the mason cache. > > Clearing the mason cache only affects mason components that have been > updated on disk. > > Changing configuration parameters wouldn't effect any mason components. > > -m > -- Alex Hall Automatic Distributors, IT department ahall at autodist.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From alex at chmrr.net Wed Nov 16 04:52:20 2016 From: alex at chmrr.net (Alex Vandiver) Date: Wed, 16 Nov 2016 01:52:20 -0800 Subject: [rt-users] FTS enabled in SiteConfig, but not being enabled In-Reply-To: References: <107be87e6b70d6c9d3b243581970af07@mail.greenhills-it.co.uk>

Message-ID: We always leave it at the default. I did a search for "queue:technology", and here's the format it uses: '

__id__/TITLE:#', '__Subject__/TITLE:Subject', Status, QueueName, Owner, Priority, '__NEWLINE__', '__NBSP__', '__Requestors__', '__CreatedRelative__', '__ToldRelative__', '__LastUpdatedRelative__', '__TimeLeft__' On Fri, Nov 18, 2016 at 9:03 AM, Sinapius, Vinzenz < Vinzenz.Sinapius at tracetronic.de> wrote: > Hi Alex, > > > > What is the Format-String of your search? (It?s under the advanced tab, > when you edit the search) > > > > The scrip looks fine. > > > > Cheers, > > Vinzenz > > Vinzenz Sinapius > Information Technology | Informationstechnik > > *trace**tronic* GmbH > Stuttgarter Str. 3 > 01189 DRESDEN > GERMANY > > Phone: +49 351 205768-167 > Fax: +49 351 205768-999 > E-mail: vinzenz.sinapius at tracetronic.de > > Head Office | Hauptsitz: Stuttgarter Str. 3, 01189 DRESDEN, GERMANY > Managing Directors | Gesch?ftsf?hrer: Dr.-Ing. Rocco Deutschmann, Dr.-Ing. > Peter Str?hle > Registration Court | Registergericht: Amtsgericht Dresden, HRB 23 086 > > > > *Von:* rt-users [mailto:rt-users-bounces at lists.bestpractical.com] *Im > Auftrag von *Alex Hall > *Gesendet:* Freitag, 18. November 2016 14:29 > *An:* rt-users > *Betreff:* [rt-users] Owner not showing in search results? > > > > Hi all, > > We have an odd problem. I've put a script in place that sets the requestor > of a ticket to be its owner, and that works perfectly when viewing a > ticket--the owner is shown as the requestor. The problem is that search > results show most tickets as being owned by nobody, but if you click a > ticket, you see the owner has actually been set as expected. It's just > search results that don't want to show the owner. > > I found this script on the Wiki, and don't know enough about RT's > internals to say if it does everything it should. Does anyone see any > possible problems with it that would cause the issue with search results? > > > # get actor ID > my $Actor = $self->TransactionObj->Creator; > #if actor is RT_SystemUser then get out of here > return 1 if $Actor == $RT::SystemUser->id; > #prevents a ticket being assigned to an unprivileged user, comment out if > you want this > return 1 unless $self->TransactionObj->CreatorObj->Privileged; > #get out unless ticket owner is nobody > return 1 unless $self->TicketObj->Owner == $RT::Nobody->id; > #try to change owner > $RT::Logger->info("Auto assign ticket #". $self->TicketObj->id ." to user > #". $Actor ); > my ($status, $msg) = $self->TicketObj->_Set(Field => 'Owner', Value => > $Actor, RecordTransaction => 0); > unless( $status ) { > $RT::Logger->error( "Impossible to assign the ticket to $Actor: $msg" > ); > return undef; > } > > return 1; > > > -- > > Alex Hall > > Automatic Distributors, IT department > > ahall at autodist.com > > --------- > RT 4.4 and RTIR training sessions, and a new workshop day! > https://bestpractical.com/training > * Los Angeles - January 9-11 2017 > -- Alex Hall Automatic Distributors, IT department ahall at autodist.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From ahall at autodist.com Fri Nov 18 14:40:16 2016 From: ahall at autodist.com (Alex Hall) Date: Fri, 18 Nov 2016 14:40:16 -0500 Subject: [rt-users] Timezone set to GMT? Message-ID: Hi all, I have the timezone set in SiteConfig how it came by default, and /etc/timezone on my server is correct. Yet, I've just noticed that times in RT are GMT, not Eastern like they should be. I only just noticed this, but I'm told it has been an ongoing problem. That means I don't know what I might have changed, or when. Is there more to the timezone than letting RT pick it up from /etc/timezone? Do I need to worry about setting MySQL somehow? The file is 644, so is readable by everyone. Thanks. -- Alex Hall Automatic Distributors, IT department ahall at autodist.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From lstewart at internap.com Sat Nov 19 01:17:11 2016 From: lstewart at internap.com (Landon Stewart) Date: Sat, 19 Nov 2016 06:17:11 +0000 Subject: [rt-users] Timezone set to GMT? In-Reply-To: References: Message-ID: <306227D1-123E-4EC3-B11A-18203B5D9FBF@internap.com> On Nov 18, 2016, at 11:40 AM, Alex Hall > wrote: Hi all, I have the timezone set in SiteConfig how it came by default, and /etc/timezone on my server is correct. Yet, I've just noticed that times in RT are GMT, not Eastern like they should be. I only just noticed this, but I'm told it has been an ongoing problem. That means I don't know what I might have changed, or when. Is there more to the timezone than letting RT pick it up from /etc/timezone? Do I need to worry about setting MySQL somehow? The file is 644, so is readable by everyone. Thanks. This is probably already set in the shipped configuration in etc/RT_Config.pm as follows but you can override it in etc/RT_SiteConfig.pm $Timezone $Timezone is the default timezone, used to convert times entered by users into GMT, as they are stored in the database, and back again; users can override this. It should be set to a timezone recognized by your server. eg: Set($Timezone, "US/Eastern"); -- Landon Stewart Lead Analyst - Abuse and Security Management INTERNAP ? ? lstewart at internap.com ? www.internap.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From bengan at resilans.se Sat Nov 19 04:13:16 2016 From: bengan at resilans.se (=?UTF-8?B?QmVuZ3QgR8O2cmTDqW4=?=) Date: Sat, 19 Nov 2016 10:13:16 +0100 Subject: [rt-users] Searching for ip-numbers in RT Message-ID: <82c2ca2c-258a-4f8b-b4c1-a40f824824c7@resilans.se> Hi, I have some trouble to get the free text (content I believe) search for IP-numbers in RT correct. I/we have got about 24k tickets in our system. When I search for a number it seems to be truncated in some way. Unclear how. Ex. (Edit Query mode) ( Content LIKE '127.0.0.2' ) Found 311 tickets ( Content LIKE '127.' ) Found 311 tickets ( Content LIKE '194.22.77.33' ) Found 2,944 tickets ( Content LIKE '194.' ) Found 2,944 tickets I'm quite certain we have got a lot of tickets that has "127" in them. We've probably no one with "194.22.77.33". I've tried a number of ways to escape the characters but no luck. Double quotes turn into single quotes so normal distinction between them is off. Equal sign or LIKE is the same here. How do I construct a search for IP-numbers in RT to get tickets with one explicit IP number? PS. Search in Subject works as expected. DS regards, -- Bengt G?rd?n Resilans AB From ktm at rice.edu Sat Nov 19 14:28:30 2016 From: ktm at rice.edu (ktm at rice.edu) Date: Sat, 19 Nov 2016 13:28:30 -0600 Subject: [rt-users] Searching for ip-numbers in RT In-Reply-To: <82c2ca2c-258a-4f8b-b4c1-a40f824824c7@resilans.se> References: <82c2ca2c-258a-4f8b-b4c1-a40f824824c7@resilans.se> Message-ID: <20161119132830.Horde.ugJexR_ZJ0iSR0roSxmg8Q3@webmail.rice.edu> Quoting Bengt G?rd?n : > Hi, > > > I have some trouble to get the free text (content I believe) search for > IP-numbers in RT correct. I/we have got about 24k tickets in our system. > When I search for a number it seems to be truncated in some way. Unclear > how. > > Ex. (Edit Query mode) > > ( Content LIKE '127.0.0.2' ) > Found 311 tickets > > ( Content LIKE '127.' ) > Found 311 tickets > > ( Content LIKE '194.22.77.33' ) > Found 2,944 tickets > > ( Content LIKE '194.' ) > Found 2,944 tickets > > > I'm quite certain we have got a lot of tickets that has "127" in them. > We've probably no one with "194.22.77.33". > I've tried a number of ways to escape the characters but no luck. Double > quotes turn into single quotes so normal distinction between them is > off. Equal sign or LIKE is the same here. How do I construct a search > for IP-numbers in RT to get tickets with one explicit IP number? > > PS. Search in Subject works as expected. DS > > regards, > > > -- > > Bengt G?rd?n Hi, What db and text search are you using? Postgresql definitely works for this. Maybe there are some adjustments that you need to make. Regards, Ken From sven.sternberger at desy.de Mon Nov 21 06:12:04 2016 From: sven.sternberger at desy.de (Sternberger, Sven) Date: Mon, 21 Nov 2016 12:12:04 +0100 (CET) Subject: [rt-users] Lost emails! Message-ID: <26059684.26755447.1479726724760.JavaMail.zimbra@desy.de> Hello! I wrote now several time to the list but it seems that our problem ist to "special" So sometimes RT don't send emails. If I look in the logs I see lines like: Nov 17 16:20:48 myrtsys RT: [9992] Scrip Prepare 88 died. - Can't locate object method "" via package "MIME::Head" at /opt/rt4/sbin/../lib/RT/Action/SendEmail_Local.pm line 180.#012#012Stack:#012 [/opt/rt4/sbin/../lib/RT/Action/SendEmail_Local.pm:180]#012 [/opt/rt4/sbin/../lib/RT/Action/Notify.pm:69]#012 [/opt/rt4/sbin/../lib/RT/ScripAction.pm:223]#012 [/opt/rt4/sbin/../lib/RT/Scrip.pm:637]#012 [/opt/rt4/sbin/../lib/RT/Scrips.pm:342]#012 [/opt/rt4/sbin/../lib/RT/Transaction.pm:189]#012 [/opt/rt4/sbin/../lib/RT/Record.pm:1696]#012 [/opt/rt4/sbin/../lib/RT/Ticket.pm:1613]#012 [/opt/rt4/sbin/../lib/RT/Ticket.pm:1456]#012 [/opt/rt4/sbin/../lib/RT/Interface/Email.pm:1508]#012 [/opt/rt4/share/html/REST/1.0/NoAuth/mail-gateway:61] Nov 17 16:20:48 myrtsys RT: [9992] Use of uninitialized value in method with known name at /opt/rt4/sbin/../lib/RT/Action/SendEmail_Local.pm line 180. Nov 17 16:20:48 myrtsys RT: [9992] Use of uninitialized value in method with known name at /opt/rt4/sbin/../lib/RT/Action/SendEmail_Local.pm line 180. Nov 17 16:20:48 myrtsys RT: [9992] Scrip Prepare 89 died. - Can't locate object method "" via package "MIME::Head" at /opt/rt4/sbin/../lib/RT/Action/SendEmail_Local.pm line 180.#012#012Stack:#012 [/opt/rt4/sbin/../lib/RT/Action/SendEmail_Local.pm:180]#012 [/opt/rt4/sbin/../lib/RT/Action/Notify.pm:69]#012 [/opt/rt4/sbin/../lib/RT/ScripAction.pm:223]#012 [/opt/rt4/sbin/../lib/RT/Scrip.pm:637]#012 [/opt/rt4/sbin/../lib/RT/Scrips.pm:342]#012 [/opt/rt4/sbin/../lib/RT/Transaction.pm:189]#012 [/opt/rt4/sbin/../lib/RT/Record.pm:1696]#012 [/opt/rt4/sbin/../lib/RT/Ticket.pm:1613]#012 [/opt/rt4/sbin/../lib/RT/Ticket.pm:1456]#012 [/opt/rt4/sbin/../lib/RT/Interface/Email.pm:1508]#012 [/opt/rt4/share/html/REST/1.0/NoAuth/mail-gateway:61] Nov 17 16:21:47 myrtsys RT: [9992] Ticket 697024 created in queue 'xyz' by someone So the ticket is in the database but the mails were not sended. We have ~150 Tickets per Day and the problem occurs about 1-3 time per month I use: VMware (2 vcpus) RT 4.2.12 Ubuntu 14.04 perl5 (revision 5 version 18 subversion 2) (normal Ubuntu package) mysql 5.5.53 apache 2.4.7-1ubuntu4.13 Any idea what I can do? I would try now to built a my own perl 5.24 (http://www.allgoodbits.org/articles/view/45) best regards! Sven Sternberger System Engineer Tel.: 040/8998-4397 DESY IT From bengan at resilans.se Mon Nov 21 08:13:27 2016 From: bengan at resilans.se (=?UTF-8?B?QmVuZ3QgR8O2cmTDqW4=?=) Date: Mon, 21 Nov 2016 14:13:27 +0100 Subject: [rt-users] Searching for ip-numbers in RT In-Reply-To: <20161119132830.Horde.ugJexR_ZJ0iSR0roSxmg8Q3@webmail.rice.edu> References: <82c2ca2c-258a-4f8b-b4c1-a40f824824c7@resilans.se> <20161119132830.Horde.ugJexR_ZJ0iSR0roSxmg8Q3@webmail.rice.edu> Message-ID: Den 2016-11-19 kl. 20:28, skrev ktm at rice.edu: > Quoting Bengt G?rd?n : > >> Hi, >> >> >> I have some trouble to get the free text (content I believe) search for >> IP-numbers in RT correct. I/we have got about 24k tickets in our system. >> When I search for a number it seems to be truncated in some way. Unclear >> how. >> >> Ex. (Edit Query mode) >> >> ( Content LIKE '127.0.0.2' ) >> Found 311 tickets >> >> ( Content LIKE '127.' ) >> Found 311 tickets >> >> ( Content LIKE '194.22.77.33' ) >> Found 2,944 tickets >> >> ( Content LIKE '194.' ) >> Found 2,944 tickets >> >> >> I'm quite certain we have got a lot of tickets that has "127" in them. >> We've probably no one with "194.22.77.33". >> I've tried a number of ways to escape the characters but no luck. Double >> quotes turn into single quotes so normal distinction between them is >> off. Equal sign or LIKE is the same here. How do I construct a search >> for IP-numbers in RT to get tickets with one explicit IP number? >> >> PS. Search in Subject works as expected. DS >> >> regards, >> >> >> -- >> >> Bengt G?rd?n > > Hi, Hi, Sorry for the late reply. > What db and text search are you using? Postgresql definitely works for > this. Maybe there are some adjustments that you need to make. > mysql and sphinx. It might be some adjustments for sphinx that we haven't figured out yet. Normal search seems to be no problem. regards, -- Bengt G?rd?n Resilans AB From barton at bywatersolutions.com Mon Nov 21 08:19:12 2016 From: barton at bywatersolutions.com (Barton Chittenden) Date: Mon, 21 Nov 2016 08:19:12 -0500 Subject: [rt-users] How do I set the RT hostname? Message-ID: I'm in the process of setting up a new RT 4.4 instance. I used the web installer, which generated the following RT-SiteConfig.pm: Set( $CommentAddress, 'dev at example.com' ); Set( $CorrespondAddress, 'dev at example.com' ); Set( $DatabaseHost, 'localhost' ); Set( $DatabaseName, 'rt4' ); Set( $DatabasePassword, 'xxxxxxxxxxxxx' ); Set( $DatabasePort, '' ); Set( $DatabaseType, 'mysql' ); Set( $DatabaseUser, 'rt_user' ); Set( $Organization, 'rt2.example.com' ); Set( $OwnerEmail, 'dev at example.com' ); Set( $SendmailPath, '/usr/sbin/sendmail' ); Set( $WebDomain, 'rt2.example.com' ); Set( $WebPort, '80' ); Set( $rtname, 'rt2.example.com' ); 1; { I've substituted 'rt2.example.com' for the actual FQDN of the machine that's hosting the instance } When I tried to set up a new asset, I got the following error message: RT has detected a possible cross-site request forgery for this request, because the Referrer header supplied by your browser (rt2.example.com:80) is not allowed by RT's configured hostname (127.0.0.1:80). A bit of googling showed me how to set this in RT-SiteConfig.pm: Set(@ReferrerWhitelist, qw(127.0.0.1:80)); ... that did disable the message, but why is the 'configured hostname' set to 127.0.0.1:80, and how do I set it to the actual domain name of the machine? Thanks, --Barton -------------- next part -------------- An HTML attachment was scrubbed... URL: From ahall at autodist.com Mon Nov 21 08:42:47 2016 From: ahall at autodist.com (Alex Hall) Date: Mon, 21 Nov 2016 08:42:47 -0500 Subject: [rt-users] Timezone set to GMT? In-Reply-To: <306227D1-123E-4EC3-B11A-18203B5D9FBF@internap.com> References: <306227D1-123E-4EC3-B11A-18203B5D9FBF@internap.com> Message-ID: I'm using the RT default, which appears to pull the information from /etc/timezone: my $zone = "UTC"; $zone=`/bin/cat /etc/timezone` if -f "/etc/timezone"; chomp $zone; Set($Timezone, $zone); And /etc/timezone exists and is set correctly. I can just set the actual value in this file, but I'm still not sure why this doesn't work. On Sat, Nov 19, 2016 at 1:17 AM, Landon Stewart wrote: > On Nov 18, 2016, at 11:40 AM, Alex Hall wrote: > > Hi all, > I have the timezone set in SiteConfig how it came by default, and > /etc/timezone on my server is correct. Yet, I've just noticed that times in > RT are GMT, not Eastern like they should be. I only just noticed this, but > I'm told it has been an ongoing problem. That means I don't know what I > might have changed, or when. > > Is there more to the timezone than letting RT pick it up from > /etc/timezone? Do I need to worry about setting MySQL somehow? The file is > 644, so is readable by everyone. Thanks. > > > This is probably already set in the shipped configuration in > etc/RT_Config.pm as follows but you can override it in etc/RT_SiteConfig.pm > > $Timezone > $Timezone is the default timezone, used to convert times > entered by users into GMT, as they are stored in the database, and back > again; > users can override this. It should be set to a timezone > recognized by your server. > > eg: > Set($Timezone, "US/Eastern"); > > -- > Landon Stewart > Lead Analyst - Abuse and Security Management > INTERNAP ? > ? lstewart at internap.com > ? www.internap.com > > -- Alex Hall Automatic Distributors, IT department ahall at autodist.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From Peter.Zillmann at kzoo.edu Mon Nov 21 09:20:13 2016 From: Peter.Zillmann at kzoo.edu (Peter Zillmann) Date: Mon, 21 Nov 2016 14:20:13 +0000 Subject: [rt-users] How do I set the RT hostname? In-Reply-To: References: Message-ID: <79a53e0601bb4b699a973759bc42fa1b@KExchange02.knet.kzoo.edu> On my test system I get the behavior you describe when $WebDomain does not match the URL in my browser. Are you sure you?ve restarted your web server since making the change? From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Barton Chittenden Sent: Monday, November 21, 2016 8:19 AM To: rt-users Subject: [rt-users] How do I set the RT hostname? I'm in the process of setting up a new RT 4.4 instance. I used the web installer, which generated the following RT-SiteConfig.pm: Set( $CommentAddress, 'dev at example.com' ); Set( $CorrespondAddress, 'dev at example.com' ); Set( $DatabaseHost, 'localhost' ); Set( $DatabaseName, 'rt4' ); Set( $DatabasePassword, 'xxxxxxxxxxxxx' ); Set( $DatabasePort, '' ); Set( $DatabaseType, 'mysql' ); Set( $DatabaseUser, 'rt_user' ); Set( $Organization, 'rt2.example.com' ); Set( $OwnerEmail, 'dev at example.com' ); Set( $SendmailPath, '/usr/sbin/sendmail' ); Set( $WebDomain, 'rt2.example.com' ); Set( $WebPort, '80' ); Set( $rtname, 'rt2.example.com' ); 1; { I've substituted 'rt2.example.com' for the actual FQDN of the machine that's hosting the instance } When I tried to set up a new asset, I got the following error message: RT has detected a possible cross-site request forgery for this request, because the Referrer header supplied by your browser (rt2.example.com:80) is not allowed by RT's configured hostname (127.0.0.1:80). A bit of googling showed me how to set this in RT-SiteConfig.pm: Set(@ReferrerWhitelist, qw(127.0.0.1:80)); ... that did disable the message, but why is the 'configured hostname' set to 127.0.0.1:80, and how do I set it to the actual domain name of the machine? Thanks, --Barton -------------- next part -------------- An HTML attachment was scrubbed... URL: From shawn at bestpractical.com Mon Nov 21 11:10:01 2016 From: shawn at bestpractical.com (Shawn M Moore) Date: Mon, 21 Nov 2016 11:10:01 -0500 Subject: [rt-users] Lost emails! In-Reply-To: <26059684.26755447.1479726724760.JavaMail.zimbra@desy.de> References: <26059684.26755447.1479726724760.JavaMail.zimbra@desy.de> Message-ID: <1D71BB9D-FE5F-443E-BBB7-D8F899C946AC@bestpractical.com> > On Nov 21, 2016, at 06:12, Sternberger, Sven wrote: > Hello! Hi Sven, > Nov 17 16:20:48 myrtsys RT: [9992] Scrip Prepare 88 died. - Can't locate object method "" via package "MIME::Head" at /opt/rt4/sbin/../lib/RT/Action/SendEmail_Local.pm line 180.#012#012Stack:#012 The "_Local" in the stack trace indicates a local customization your organization has made as being the source of the error. Would you be able to provide your copy of /opt/rt4/lib/RT/Action/SendEmail_Local.pm? > best regards! > > Sven Sternberger > System Engineer > Tel.: 040/8998-4397 > DESY IT Best, Shawn From rt-list at himt.de Mon Nov 21 11:17:58 2016 From: rt-list at himt.de (Patrick G. Stoesser) Date: Mon, 21 Nov 2016 17:17:58 +0100 Subject: [rt-users] Plugin(s) stopped working (long) Message-ID: Hello everybody, strange things happen on my RT. I'm running RT 4.2.8 on an Debian Jessie installed via the Debian packages. I started adding plugins long time ago: # Plugins Set(@Plugins,(qw( RT::Extension::EscalationDates RT::Extension::TimeWorkedReport RT::Extension::TicketLocking RT::Extension::AnnounceSimple RT::Extension::JSGantt RTx::Calendar ))); all installed via perl Makefile.PL, make, make install, configured, cleaned cache, restarted Apache. All worked so far. A few days ago, suddenly the small images in the calendar weren't displayed anymore. I could not find any error, and nothing had been changed on the server. Even debug logging did not give me any hint. So I "reinstalled" the calendar plugin (perl Makefile.PL, make, make install), cleaned cache, restarted Apache. After that, in place of the calendar there was "An internal RT error has occurred. Your administrator can find more details in RT's log files." All right, and there we go: > [28078] [...] [error]: could not find component for path 'MyCalendar' > > Stack: > [/usr/share/request-tracker4/html/Elements/MyRT:95] > [/usr/share/request-tracker4/html/index.html:78] > [/usr/share/request-tracker4/lib/RT/Interface/Web.pm:681] > [/usr/share/request-tracker4/lib/RT/Interface/Web.pm:369] > [/usr/share/request-tracker4/html/autohandler:53] (/usr/share/request-tracker4/lib/RT/Interface/Web/Handler.pm:209) > [28640] [Mon Nov 21 15:32:58 2016] [error]: could not find component for path 'MyCalendar' > > Stack: > [/usr/share/request-tracker4/html/Elements/MyRT:95] > [/usr/share/request-tracker4/html/index.html:78] > [/usr/share/request-tracker4/lib/RT/Interface/Web.pm:681] > [/usr/share/request-tracker4/lib/RT/Interface/Web.pm:369] > [/usr/share/request-tracker4/html/autohandler:53] (/usr/share/request-tracker4/lib/RT/Interface/Web/Handler.pm:209) > [28641] [Mon Nov 21 15:43:51 2016] [error]: could not find component for path 'MyCalendar' > > Stack: > [/usr/share/request-tracker4/html/Elements/MyRT:95] > [/usr/share/request-tracker4/html/index.html:78] > [/usr/share/request-tracker4/lib/RT/Interface/Web.pm:681] > [/usr/share/request-tracker4/lib/RT/Interface/Web.pm:369] > [/usr/share/request-tracker4/html/autohandler:53] (/usr/share/request-tracker4/lib/RT/Interface/Web/Handler.pm:209) I understand that some component can not be found but I don't have any idea what, why and where. All right, and now I discovered that JSGantt also does not work anymore. What still works: Ticket locking, Time worked report, Escalation dates, Announce Simple. Now I installed another plugin, RT::Extension::BriefHistory, and that one also does not work. I know that under Debian the paths may differ, but in my opinion everything should be allright there (it worked...). Here's some output from /rt/Admin/Tools/Configuration.html: *Plugins* [ 'RT::Extension::EscalationDates', 'RT::Extension::TimeWorkedReport', 'RT::Extension::TicketLocking', 'RT::Extension::AnnounceSimple', 'RT::Extension::JSGantt', 'RT::Extension::BriefHistory' ] *Mason template search order* /usr/local/share/request-tracker4/html /usr/local/share/request-tracker4/plugins/RT-Extension-EscalationDates/html /usr/local/share/request-tracker4/plugins/RT-Extension-TimeWorkedReport/html /usr/local/share/request-tracker4/plugins/RT-Extension-TicketLocking/html /usr/local/share/request-tracker4/plugins/RT-Extension-AnnounceSimple/html /usr/local/share/request-tracker4/plugins/RT-Extension-JSGantt/html /usr/local/share/request-tracker4/plugins/RT-Extension-BriefHistory/html /usr/share/request-tracker4/html *Static file search order* /usr/local/share/request-tracker4/static /usr/share/request-tracker4/static *Loaded config files* /etc/request-tracker4/RT_SiteConfig.pm /usr/share/request-tracker4/etc/RT_Config.pm /usr/local/share/request-tracker4/plugins/RT-Extension-BriefHistory/etc/BriefHistory_Config.pm *RT core variables* RT::BasePath /usr/share/request-tracker4 RT::BinPath /usr/bin RT::EtcPath /usr/share/request-tracker4/etc RT::FontPath /usr/share/request-tracker4/fonts RT::LexiconPath /usr/share/request-tracker4/po RT::LocalEtcPath /etc/request-tracker4 RT::LocalLexiconPath /usr/local/share/request-tracker4/po RT::LocalLibPath /usr/local/share/request-tracker4/lib RT::LocalPath /usr/local/share/request-tracker4 RT::LocalPluginPath /usr/local/share/request-tracker4/plugins RT::LocalStaticPath /usr/local/share/request-tracker4/static RT::MAJOR_VERSION 4 RT::MINOR_VERSION 2 RT::MasonComponentRoot /usr/share/request-tracker4/html RT::MasonDataDir /var/cache/request-tracker4/mason_data RT::MasonLocalComponentRoot /usr/local/share/request-tracker4/html RT::MasonSessionDir /var/cache/request-tracker4/session_data RT::PluginPath /usr/share/request-tracker4/plugins RT::REVISION 8 RT::SbinPath /usr/sbin RT::StaticPath /usr/share/request-tracker4/static RT::VERSION 4.2.8 RT::VarPath /var/lib/request-tracker4 Now, the only thing that worries me a bit is that my file system structure indeed seems a little bit unlogic. But I do not know if that's allright, I got no comparison. I got /usr/share/request-tracker4 and /usr/local/share/request-tracker4. Is that already a mistake? Under /usr/share/request-tracker4 my tree (-d -L2) is ??? debian ??? etc ? ??? upgrade ??? fonts ??? html ? ??? Admin ? ??? Approvals ? ??? Articles ? ??? Dashboards ? ??? Download ? ??? Elements ? ??? Errors ? ??? Helpers ? ??? Install ? ??? m ? ??? NoAuth ? ??? Prefs ? ??? REST ? ??? Search ? ??? SelfService ? ??? Ticket ? ??? Tools ? ??? User ? ??? Widgets ??? lib ? ??? RT ??? libexec ??? plugins ? ??? RT-Extension-JSGantt ??? po ??? static ??? css ??? images ??? js ??? RichText and under /usr/local/share/request-tracker4 it's ??? html ? ??? Admin ? ??? Callbacks ? ??? Elements ? ??? NoAuth ? ??? Search ? ??? Ticket ? ??? Tools ??? lib ? ??? RT ??? man ? ??? auto ? ??? man3 ??? plugins ? ??? RT-Extension-AnnounceSimple ? ??? RT-Extension-BriefHistory ? ??? RT-Extension-EscalationDates ? ??? RT-Extension-JSGantt ? ??? RT-Extension-TicketLocking ? ??? RT-Extension-TimeWorkedReport ? ??? RTx-Calendar ??? po ??? static And this double structure worries me a bit, but I really don't know if this is ok that way (since it's generated by the install routines), or, if not, which one is the "right" one. Any hints and ideas are welcome. Thanks in advance, Patrick From steve at sbsroc.com Mon Nov 21 13:25:01 2016 From: steve at sbsroc.com (Stephen Switzer) Date: Mon, 21 Nov 2016 13:25:01 -0500 Subject: [rt-users] Failed attempt to create a ticket by email, from US-CERT@ncas.us-cert.gov Message-ID: <4103a0a0-7328-d863-bf91-2b9cd9e9eb7d@sbsroc.com> I received an email today: US-CERT at ncas.us-cert.gov attempted to create a ticket via email in the queue Incident Reports; you might need to grant 'Everyone' the CreateTicket right. Yet, I've double checked the permissions: I have both items checked for Privileged an Unprivileged as well. "US-CERT at ncas.us-cert.gov" doesn't exist in the system as a user (yet). What am I missing? -- Best regards, Steve Stephen H. Switzer President & Chief Technical Consultant steve at SBSroc.com *Main:* *Cell:* +1 (585) 298-9420 *Ext:* 7001 +1 (585) 202-8312 Support Desk: support at sbsroc.com *Fax:* +1 (585) 625-0020 This e-mail contains proprietary information some or all of which may be legally privileged. It is for the intended recipient only. If an addressing or transmission error has misdirected this e-mail, please notify the author by replying to this e-mail. If you are not the intended recipient you must not use, disclose, distribute, copy, print or rely on this e-mail. The content of this email may contain private views and opinions, which do not constitute formal disclosure or commitment unless specifically stated. We do not enter into legally binding agreements via email. The ASCII Group Xorcom Certified Dealer -------------- next part -------------- An HTML attachment was scrubbed... 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Name: fehbkknociokgikb.png Type: image/png Size: 5055 bytes Desc: not available URL: From steve at sbsroc.com Mon Nov 21 15:32:56 2016 From: steve at sbsroc.com (Stephen Switzer) Date: Mon, 21 Nov 2016 15:32:56 -0500 Subject: [rt-users] How do I set the RT hostname? In-Reply-To: <79a53e0601bb4b699a973759bc42fa1b@KExchange02.knet.kzoo.edu> References: <79a53e0601bb4b699a973759bc42fa1b@KExchange02.knet.kzoo.edu> Message-ID: <9fb4d339-fbcf-69f8-1b0c-378acf8fe82f@sbsroc.com> One more thing to note... > Set( $CommentAddress, 'dev at example.com ' ); > > Set( $CorrespondAddress, 'dev at example.com ' ); If these two are indeed the same, change the CommentAddress to something you won't use as much, like dev-comment at example.com. If these are the same, RT may not know whether it should add a comment, or add correspondence to the ticket. Best regards, Steve On 11/21/2016 09:20 AM, Peter Zillmann wrote: > > On my test system I get the behavior you describe when $WebDomain does > not match the URL in my browser. > > Are you sure you?ve restarted your web server since making the change? > > *From:*rt-users [mailto:rt-users-bounces at lists.bestpractical.com] *On > Behalf Of *Barton Chittenden > *Sent:* Monday, November 21, 2016 8:19 AM > *To:* rt-users > *Subject:* [rt-users] How do I set the RT hostname? > > I'm in the process of setting up a new RT 4.4 instance. I used the web > installer, which generated the following RT-SiteConfig.pm: > > Set( $CommentAddress, 'dev at example.com ' ); > > Set( $CorrespondAddress, 'dev at example.com ' ); > > Set( $DatabaseHost, 'localhost' ); > > Set( $DatabaseName, 'rt4' ); > > Set( $DatabasePassword, 'xxxxxxxxxxxxx' ); > > Set( $DatabasePort, '' ); > > Set( $DatabaseType, 'mysql' ); > > Set( $DatabaseUser, 'rt_user' ); > > Set( $Organization, 'rt2.example.com ' ); > > Set( $OwnerEmail, 'dev at example.com ' ); > > Set( $SendmailPath, '/usr/sbin/sendmail' ); > > Set( $WebDomain, 'rt2.example.com ' ); > > Set( $WebPort, '80' ); > > Set( $rtname, 'rt2.example.com ' ); > > 1; > > { I've substituted 'rt2.example.com ' for the > actual FQDN of the machine that's hosting the instance } > > When I tried to set up a new asset, I got the following error message: > > RT has detected a possible cross-site request forgery for this > request, because the Referrer header supplied by your browser > (rt2.example.com:80 ) is not allowed by > RT's configured hostname (127.0.0.1:80 ). > > A bit of googling showed me how to set this in RT-SiteConfig.pm: > > Set(@ReferrerWhitelist, qw(127.0.0.1:80)); > > ... that did disable the message, but why is the 'configured hostname' > set to 127.0.0.1:80 , and how do I set it to the > actual domain name of the machine? > > Thanks, > > --Barton > > > > --------- > RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training > * Los Angeles - January 9-11 2017 -------------- next part -------------- An HTML attachment was scrubbed... URL: From steve at sbsroc.com Mon Nov 21 15:34:23 2016 From: steve at sbsroc.com (Stephen Switzer) Date: Mon, 21 Nov 2016 15:34:23 -0500 Subject: [rt-users] Failed attempt to create a ticket by email, from US-CERT@ncas.us-cert.gov Message-ID: <80a4ffe3-f956-2b2c-33b5-1710a0936fee@sbsroc.com> I received an email today: US-CERT at ncas.us-cert.gov attempted to create a ticket via email in the queue Incident Reports; you might need to grant 'Everyone' the CreateTicket right. Yet, I've double checked the permissions: I have both items checked for Privileged an Unprivileged as well. "US-CERT at ncas.us-cert.gov" doesn't exist in the system as a user (yet). What am I missing? -- Best regards, Steve -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: image/png Size: 51856 bytes Desc: not available URL: From mzagrabe at d.umn.edu Mon Nov 21 15:46:33 2016 From: mzagrabe at d.umn.edu (Matt Zagrabelny) Date: Mon, 21 Nov 2016 14:46:33 -0600 Subject: [rt-users] Failed attempt to create a ticket by email, from US-CERT@ncas.us-cert.gov In-Reply-To: <80a4ffe3-f956-2b2c-33b5-1710a0936fee@sbsroc.com> References: <80a4ffe3-f956-2b2c-33b5-1710a0936fee@sbsroc.com> Message-ID: Hi Steve, Try granting "View queue" to everyone. -m On Mon, Nov 21, 2016 at 2:34 PM, Stephen Switzer wrote: > I received an email today: > > US-CERT at ncas.us-cert.gov attempted to create a ticket via email in the queue Incident Reports; you > might need to grant 'Everyone' the CreateTicket right. > > > Yet, I've double checked the permissions: > > > > I have both items checked for Privileged an Unprivileged as well. > "US-CERT at ncas.us-cert.gov" doesn't exist in > the system as a user (yet). What am I missing? > > -- > > Best regards, > Steve > > --------- > RT 4.4 and RTIR training sessions, and a new workshop day! > https://bestpractical.com/training > * Los Angeles - January 9-11 2017 > -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: image/png Size: 51856 bytes Desc: not available URL: From Dion.Gullotta at faredge.com.au Mon Nov 21 17:59:23 2016 From: Dion.Gullotta at faredge.com.au (Dion Gullotta) Date: Tue, 22 Nov 2016 09:59:23 +1100 Subject: [rt-users] Resolved tickets per user per day, and Time worked per user per day Message-ID: Hi, I?m looking to generate two reports containing - Resolved tickets per user per day - Time worked per user per day Anyone know the best way of getting these? There?s apparently a scrip that ships by default with 4.4 to display some time worked stats but since we?re an upgrade we don?t have it in our install. I?ve installed the timeworked and activity report extensions. The timeworked report will do what I am looking for ?on demand? but I was hoping to automate it on a daily basis and produce a ?push? report. I?m also still looking for a resolved tickets per user per day report, if anyone knows more info about this. Cheers, Dion -- Message protected by MailGuard: e-mail anti-virus, anti-spam and content filtering. http://www.mailguard.com.au -------------- next part -------------- An HTML attachment was scrubbed... URL: From steve at sbsroc.com Mon Nov 21 20:43:03 2016 From: steve at sbsroc.com (Stephen Switzer) Date: Mon, 21 Nov 2016 20:43:03 -0500 Subject: [rt-users] Failed attempt to create a ticket by email, from US-CERT@ncas.us-cert.gov References: <80a4ffe3-f956-2b2c-33b5-1710a0936fee@sbsroc.com> Message-ID: I don't normally think of enabling outside users to see my queue, but I think you're right. Thank you. Sent from Nine ________________________________ From: Matt Zagrabelny Sent: Nov 21, 2016 3:47 PM To: Stephen Switzer Cc: rt-users Subject: Re: [rt-users] Failed attempt to create a ticket by email, from US-CERT at ncas.us-cert.gov -------------- next part -------------- An HTML attachment was scrubbed... URL: From sven.sternberger at desy.de Tue Nov 22 03:31:05 2016 From: sven.sternberger at desy.de (Sternberger, Sven) Date: Tue, 22 Nov 2016 09:31:05 +0100 (CET) Subject: [rt-users] Lost emails! In-Reply-To: <1D71BB9D-FE5F-443E-BBB7-D8F899C946AC@bestpractical.com> References: <26059684.26755447.1479726724760.JavaMail.zimbra@desy.de> <1D71BB9D-FE5F-443E-BBB7-D8F899C946AC@bestpractical.com> Message-ID: <689552982.27188540.1479803465798.JavaMail.zimbra@desy.de> Hello! there are no "secrets" in our customization I disabled the check which prevents to send an email to a queue adress (we process income mails with procmail and automatically send emails which were adressed to an other queue to the staff member of this queue directly) best regards! Sven ----- Urspr?ngliche Mail ----- > Von: "Shawn M Moore" > An: "Sternberger, Sven" > CC: "rt-users" > Gesendet: Montag, 21. November 2016 17:10:01 > Betreff: Re: [rt-users] Lost emails! >> On Nov 21, 2016, at 06:12, Sternberger, Sven wrote: >> Hello! > > Hi Sven, > >> Nov 17 16:20:48 myrtsys RT: [9992] Scrip Prepare 88 died. - Can't locate object >> method "" via package "MIME::Head" at >> /opt/rt4/sbin/../lib/RT/Action/SendEmail_Local.pm line 180.#012#012Stack:#012 > > The "_Local" in the stack trace indicates a local customization your > organization has made as being the source of the error. Would you be able to > provide your copy of /opt/rt4/lib/RT/Action/SendEmail_Local.pm? > >> best regards! >> >> Sven Sternberger >> System Engineer >> Tel.: 040/8998-4397 >> DESY IT > > Best, > Shawn -------------- next part -------------- A non-text attachment was scrubbed... Name: SendEmail_Local.pm Type: application/x-perl Size: 35993 bytes Desc: not available URL: From rt-list at himt.de Tue Nov 22 08:11:27 2016 From: rt-list at himt.de (Patrick G. Stoesser) Date: Tue, 22 Nov 2016 14:11:27 +0100 Subject: [rt-users] Plugin(s) stopped working (long) In-Reply-To: References: Message-ID: <85a69660-0624-f94f-a73a-2b0a142e040b@himt.de> Update: I remembered that I installed JSGantt and Calendar via aptitude and the other plugins via Makefile.PL, make, make install. So I now decided to deinstall everything and reinstall all plugins by one method via Makefile.PL, make, make install. My "double directory structure" is now no more existant, all plugins installed in /usr/local/share/request-tracker4/plugins. Still, calendar does not work, although with less error messages: > [13961] [Tue Nov 22 13:06:04 2016] [error]: could not find component for path 'MyCalendar' > > Stack: > [/usr/share/request-tracker4/html/Elements/MyRT:95] > [/usr/share/request-tracker4/html/index.html:78] > [/usr/share/request-tracker4/lib/RT/Interface/Web.pm:681] > [/usr/share/request-tracker4/lib/RT/Interface/Web.pm:369] > [/usr/share/request-tracker4/html/autohandler:53] (/usr/share/request-tracker4/lib/RT/Interface/Web/Handler.pm:209) Any hints welcome. Regards, Patrick Am 21.11.2016 um 17:17 schrieb Patrick G. Stoesser: > Hello everybody, > > strange things happen on my RT. I'm running RT 4.2.8 on an Debian Jessie > installed via the Debian packages. > > I started adding plugins long time ago: > > # Plugins > Set(@Plugins,(qw( > RT::Extension::EscalationDates > RT::Extension::TimeWorkedReport > RT::Extension::TicketLocking > RT::Extension::AnnounceSimple > RT::Extension::JSGantt > RTx::Calendar > ))); > > all installed via perl Makefile.PL, make, make install, configured, > cleaned cache, restarted Apache. All worked so far. > > > > A few days ago, suddenly the small images in the calendar weren't > displayed anymore. I could not find any error, and nothing had been > changed on the server. > Even debug logging did not give me any hint. So I "reinstalled" the > calendar plugin (perl Makefile.PL, make, make install), cleaned cache, > restarted Apache. After that, in place of the calendar there was "An > internal RT error has occurred. Your administrator can find more details > in RT's log files." > > All right, and there we go: > > > >> [28078] [...] [error]: could not find component for path 'MyCalendar' >> >> Stack: >> [/usr/share/request-tracker4/html/Elements/MyRT:95] >> [/usr/share/request-tracker4/html/index.html:78] >> [/usr/share/request-tracker4/lib/RT/Interface/Web.pm:681] >> [/usr/share/request-tracker4/lib/RT/Interface/Web.pm:369] >> [/usr/share/request-tracker4/html/autohandler:53] >> (/usr/share/request-tracker4/lib/RT/Interface/Web/Handler.pm:209) >> [28640] [Mon Nov 21 15:32:58 2016] [error]: could not find component >> for path 'MyCalendar' >> >> Stack: >> [/usr/share/request-tracker4/html/Elements/MyRT:95] >> [/usr/share/request-tracker4/html/index.html:78] >> [/usr/share/request-tracker4/lib/RT/Interface/Web.pm:681] >> [/usr/share/request-tracker4/lib/RT/Interface/Web.pm:369] >> [/usr/share/request-tracker4/html/autohandler:53] >> (/usr/share/request-tracker4/lib/RT/Interface/Web/Handler.pm:209) >> [28641] [Mon Nov 21 15:43:51 2016] [error]: could not find component >> for path 'MyCalendar' >> >> Stack: >> [/usr/share/request-tracker4/html/Elements/MyRT:95] >> [/usr/share/request-tracker4/html/index.html:78] >> [/usr/share/request-tracker4/lib/RT/Interface/Web.pm:681] >> [/usr/share/request-tracker4/lib/RT/Interface/Web.pm:369] >> [/usr/share/request-tracker4/html/autohandler:53] >> (/usr/share/request-tracker4/lib/RT/Interface/Web/Handler.pm:209) > > I understand that some component can not be found but I don't have any > idea what, why and where. > > All right, and now I discovered that JSGantt also does not work anymore. > > What still works: Ticket locking, Time worked report, Escalation dates, > Announce Simple. > > Now I installed another plugin, RT::Extension::BriefHistory, and that > one also does not work. > > I know that under Debian the paths may differ, but in my opinion > everything should be allright there (it worked...). Here's some output > from /rt/Admin/Tools/Configuration.html: > > *Plugins* > [ > 'RT::Extension::EscalationDates', > 'RT::Extension::TimeWorkedReport', > 'RT::Extension::TicketLocking', > 'RT::Extension::AnnounceSimple', > 'RT::Extension::JSGantt', > 'RT::Extension::BriefHistory' > ] > > > *Mason template search order* > /usr/local/share/request-tracker4/html > /usr/local/share/request-tracker4/plugins/RT-Extension-EscalationDates/html > /usr/local/share/request-tracker4/plugins/RT-Extension-TimeWorkedReport/html > > /usr/local/share/request-tracker4/plugins/RT-Extension-TicketLocking/html > /usr/local/share/request-tracker4/plugins/RT-Extension-AnnounceSimple/html > /usr/local/share/request-tracker4/plugins/RT-Extension-JSGantt/html > /usr/local/share/request-tracker4/plugins/RT-Extension-BriefHistory/html > /usr/share/request-tracker4/html > > *Static file search order* > /usr/local/share/request-tracker4/static > /usr/share/request-tracker4/static > > *Loaded config files* > /etc/request-tracker4/RT_SiteConfig.pm > /usr/share/request-tracker4/etc/RT_Config.pm > /usr/local/share/request-tracker4/plugins/RT-Extension-BriefHistory/etc/BriefHistory_Config.pm > > > *RT core variables* > RT::BasePath /usr/share/request-tracker4 > RT::BinPath /usr/bin > RT::EtcPath /usr/share/request-tracker4/etc > RT::FontPath /usr/share/request-tracker4/fonts > RT::LexiconPath /usr/share/request-tracker4/po > RT::LocalEtcPath /etc/request-tracker4 > RT::LocalLexiconPath /usr/local/share/request-tracker4/po > RT::LocalLibPath /usr/local/share/request-tracker4/lib > RT::LocalPath /usr/local/share/request-tracker4 > RT::LocalPluginPath /usr/local/share/request-tracker4/plugins > RT::LocalStaticPath /usr/local/share/request-tracker4/static > RT::MAJOR_VERSION 4 > RT::MINOR_VERSION 2 > RT::MasonComponentRoot /usr/share/request-tracker4/html > RT::MasonDataDir /var/cache/request-tracker4/mason_data > RT::MasonLocalComponentRoot /usr/local/share/request-tracker4/html > RT::MasonSessionDir /var/cache/request-tracker4/session_data > RT::PluginPath /usr/share/request-tracker4/plugins > RT::REVISION 8 > RT::SbinPath /usr/sbin > RT::StaticPath /usr/share/request-tracker4/static > RT::VERSION 4.2.8 > RT::VarPath /var/lib/request-tracker4 > > > > Now, the only thing that worries me a bit is that my file system > structure indeed seems a little bit unlogic. But I do not know if that's > allright, I got no comparison. > > I got /usr/share/request-tracker4 and /usr/local/share/request-tracker4. > Is that already a mistake? > Under /usr/share/request-tracker4 my tree (-d -L2) is > ??? debian > ??? etc > ? ??? upgrade > ??? fonts > ??? html > ? ??? Admin > ? ??? Approvals > ? ??? Articles > ? ??? Dashboards > ? ??? Download > ? ??? Elements > ? ??? Errors > ? ??? Helpers > ? ??? Install > ? ??? m > ? ??? NoAuth > ? ??? Prefs > ? ??? REST > ? ??? Search > ? ??? SelfService > ? ??? Ticket > ? ??? Tools > ? ??? User > ? ??? Widgets > ??? lib > ? ??? RT > ??? libexec > ??? plugins > ? ??? RT-Extension-JSGantt > ??? po > ??? static > ??? css > ??? images > ??? js > ??? RichText > > and under /usr/local/share/request-tracker4 it's > ??? html > ? ??? Admin > ? ??? Callbacks > ? ??? Elements > ? ??? NoAuth > ? ??? Search > ? ??? Ticket > ? ??? Tools > ??? lib > ? ??? RT > ??? man > ? ??? auto > ? ??? man3 > ??? plugins > ? ??? RT-Extension-AnnounceSimple > ? ??? RT-Extension-BriefHistory > ? ??? RT-Extension-EscalationDates > ? ??? RT-Extension-JSGantt > ? ??? RT-Extension-TicketLocking > ? ??? RT-Extension-TimeWorkedReport > ? ??? RTx-Calendar > ??? po > ??? static > > And this double structure worries me a bit, but I really don't know if > this is ok that way (since it's generated by the install routines), or, > if not, which one is the "right" one. > > Any hints and ideas are welcome. > > Thanks in advance, Patrick > > > > > > > > > > > > > > --------- > RT 4.4 and RTIR training sessions, and a new workshop day! > https://bestpractical.com/training > * Los Angeles - January 9-11 2017 From reza.toronto at gmail.com Tue Nov 22 08:25:12 2016 From: reza.toronto at gmail.com (Reza) Date: Tue, 22 Nov 2016 08:25:12 -0500 Subject: [rt-users] Greetings to recent adopters of RT and invitation for group study Message-ID: Greetings new and recent adopters to RT! I recently joined the community and though I have RT running in a production environment, I have it running in the most basic of installations. The best way I learn is through interaction of other newbies and advanced users. Unfortunately I do not have the time and resources to join an RT training conference as much as I would love to in a heart beat. Wondering how many here would be interested to learn / chat / video conference online - as an international collective, for further knowledge acquisition through group efforts. If you are interested, please reply to this post and I will try to work on getting a conference line free of charge, or perhaps have a group chat / talk on Skype or other chat mediums. Thanks in advance! Reza. From ahall at autodist.com Tue Nov 22 08:37:33 2016 From: ahall at autodist.com (Alex Hall) Date: Tue, 22 Nov 2016 08:37:33 -0500 Subject: [rt-users] Greetings to recent adopters of RT and invitation for group study In-Reply-To: References: Message-ID: I'm still pretty new to RT, so would like to join such a session. Thanks. Sent from my iPhone > On Nov 22, 2016, at 08:25, Reza wrote: > > Greetings new and recent adopters to RT! > > I recently joined the community and though I have RT running in a production environment, I have it running in the most basic of installations. > > The best way I learn is through interaction of other newbies and advanced users. > > Unfortunately I do not have the time and resources to join an RT training conference as much as I would love to in a heart beat. > > Wondering how many here would be interested to learn / chat / video conference online - as an international collective, for further knowledge acquisition through group efforts. > > If you are interested, please reply to this post and I will try to work on getting a conference line free of charge, or perhaps have a group chat / talk on Skype or other chat mediums. > > Thanks in advance! > Reza. > > --------- > RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training > * Los Angeles - January 9-11 2017 From Vinzenz.Sinapius at tracetronic.de Tue Nov 22 08:43:22 2016 From: Vinzenz.Sinapius at tracetronic.de (Sinapius, Vinzenz) Date: Tue, 22 Nov 2016 13:43:22 +0000 Subject: [rt-users] Greetings to recent adopters of RT and invitation for group study In-Reply-To: References:

Message-ID: I recommend https://discordapp.com ---------------------------------------------------------------------------------------- Vinzenz Sinapius Information Technology | Informationstechnik tracetronic GmbH Stuttgarter Str. 3 01189 DRESDEN GERMANY Phone: +49 351 205768-167 Fax: +49 351 205768-999 E-mail: vinzenz.sinapius at tracetronic.de Head Office | Hauptsitz: Stuttgarter Str. 3, 01189 DRESDEN, GERMANY Managing Directors | Gesch?ftsf?hrer: Dr.-Ing. Rocco Deutschmann, Dr.-Ing. Peter Str?hle Registration Court | Registergericht: Amtsgericht Dresden, HRB 23 086 ---------------------------------------------------------------------------------------- -----Urspr?ngliche Nachricht----- Von: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] Im Auftrag von Alex Hall Gesendet: Dienstag, 22. November 2016 14:38 An: Reza Cc: rt-users at lists.bestpractical.com Betreff: Re: [rt-users] Greetings to recent adopters of RT and invitation for group study I'm still pretty new to RT, so would like to join such a session. Thanks. Sent from my iPhone > On Nov 22, 2016, at 08:25, Reza wrote: > > Greetings new and recent adopters to RT! > > I recently joined the community and though I have RT running in a production environment, I have it running in the most basic of installations. > > The best way I learn is through interaction of other newbies and advanced users. > > Unfortunately I do not have the time and resources to join an RT training conference as much as I would love to in a heart beat. > > Wondering how many here would be interested to learn / chat / video conference online - as an international collective, for further knowledge acquisition through group efforts. > > If you are interested, please reply to this post and I will try to work on getting a conference line free of charge, or perhaps have a group chat / talk on Skype or other chat mediums. > > Thanks in advance! > Reza. > > --------- > RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training > * Los Angeles - January 9-11 2017 --------- RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Los Angeles - January 9-11 2017 From bengan at resilans.se Tue Nov 22 09:50:14 2016 From: bengan at resilans.se (=?UTF-8?B?QmVuZ3QgR8O2cmTDqW4=?=) Date: Tue, 22 Nov 2016 15:50:14 +0100 Subject: [rt-users] Greetings to recent adopters of RT and invitation for group study In-Reply-To: References:

Message-ID: Den 2016-11-22 kl. 14:43, skrev Sinapius, Vinzenz: > I recommend https://discordapp.com Is there video at discordapp.com? regards, /bengan From rt-list at himt.de Tue Nov 22 10:33:32 2016 From: rt-list at himt.de (Patrick G. Stoesser) Date: Tue, 22 Nov 2016 16:33:32 +0100 Subject: [rt-users] Plugin(s) stopped working (long) In-Reply-To: <85a69660-0624-f94f-a73a-2b0a142e040b@himt.de> References: <85a69660-0624-f94f-a73a-2b0a142e040b@himt.de> Message-ID: <44c02ebd-1014-9705-3ff7-8c23017e95a4@himt.de> Update: I now replaced 1.01 with 0.07 (since this one is slightly diferent in configuration). Still getting > [1260] [Tue Nov 22 15:28:51 2016] [error]: could not find component for path 'MyCalendar' > > Stack: > [/usr/share/request-tracker4/html/Elements/MyRT:95] > [/usr/share/request-tracker4/html/index.html:78] > [/usr/share/request-tracker4/lib/RT/Interface/Web.pm:681] > [/usr/share/request-tracker4/lib/RT/Interface/Web.pm:369] > [/usr/share/request-tracker4/html/autohandler:53] (/usr/share/request-tracker4/lib/RT/Interface/Web/Handler.pm:209) Regards, Patrick Am 22.11.2016 um 14:11 schrieb Patrick G. Stoesser: > Update: I remembered that I installed JSGantt and Calendar via aptitude > and the other plugins via Makefile.PL, make, make install. So I now > decided to deinstall everything and reinstall all plugins by one method > via Makefile.PL, make, make install. > My "double directory structure" is now no more existant, all plugins > installed in /usr/local/share/request-tracker4/plugins. > > Still, calendar does not work, although with less error messages: > >> [13961] [Tue Nov 22 13:06:04 2016] [error]: could not find component >> for path 'MyCalendar' >> >> Stack: >> [/usr/share/request-tracker4/html/Elements/MyRT:95] >> [/usr/share/request-tracker4/html/index.html:78] >> [/usr/share/request-tracker4/lib/RT/Interface/Web.pm:681] >> [/usr/share/request-tracker4/lib/RT/Interface/Web.pm:369] >> [/usr/share/request-tracker4/html/autohandler:53] >> (/usr/share/request-tracker4/lib/RT/Interface/Web/Handler.pm:209) > > Any hints welcome. > > Regards, Patrick > > > > Am 21.11.2016 um 17:17 schrieb Patrick G. Stoesser: >> Hello everybody, >> >> strange things happen on my RT. I'm running RT 4.2.8 on an Debian Jessie >> installed via the Debian packages. >> >> I started adding plugins long time ago: >> >> # Plugins >> Set(@Plugins,(qw( >> RT::Extension::EscalationDates >> RT::Extension::TimeWorkedReport >> RT::Extension::TicketLocking >> RT::Extension::AnnounceSimple >> RT::Extension::JSGantt >> RTx::Calendar >> ))); >> >> all installed via perl Makefile.PL, make, make install, configured, >> cleaned cache, restarted Apache. All worked so far. >> >> >> >> A few days ago, suddenly the small images in the calendar weren't >> displayed anymore. I could not find any error, and nothing had been >> changed on the server. >> Even debug logging did not give me any hint. So I "reinstalled" the >> calendar plugin (perl Makefile.PL, make, make install), cleaned cache, >> restarted Apache. After that, in place of the calendar there was "An >> internal RT error has occurred. Your administrator can find more details >> in RT's log files." >> >> All right, and there we go: >> >> >> >>> [28078] [...] [error]: could not find component for path 'MyCalendar' >>> >>> Stack: >>> [/usr/share/request-tracker4/html/Elements/MyRT:95] >>> [/usr/share/request-tracker4/html/index.html:78] >>> [/usr/share/request-tracker4/lib/RT/Interface/Web.pm:681] >>> [/usr/share/request-tracker4/lib/RT/Interface/Web.pm:369] >>> [/usr/share/request-tracker4/html/autohandler:53] >>> (/usr/share/request-tracker4/lib/RT/Interface/Web/Handler.pm:209) >>> [28640] [Mon Nov 21 15:32:58 2016] [error]: could not find component >>> for path 'MyCalendar' >>> >>> Stack: >>> [/usr/share/request-tracker4/html/Elements/MyRT:95] >>> [/usr/share/request-tracker4/html/index.html:78] >>> [/usr/share/request-tracker4/lib/RT/Interface/Web.pm:681] >>> [/usr/share/request-tracker4/lib/RT/Interface/Web.pm:369] >>> [/usr/share/request-tracker4/html/autohandler:53] >>> (/usr/share/request-tracker4/lib/RT/Interface/Web/Handler.pm:209) >>> [28641] [Mon Nov 21 15:43:51 2016] [error]: could not find component >>> for path 'MyCalendar' >>> >>> Stack: >>> [/usr/share/request-tracker4/html/Elements/MyRT:95] >>> [/usr/share/request-tracker4/html/index.html:78] >>> [/usr/share/request-tracker4/lib/RT/Interface/Web.pm:681] >>> [/usr/share/request-tracker4/lib/RT/Interface/Web.pm:369] >>> [/usr/share/request-tracker4/html/autohandler:53] >>> (/usr/share/request-tracker4/lib/RT/Interface/Web/Handler.pm:209) >> >> I understand that some component can not be found but I don't have any >> idea what, why and where. >> >> All right, and now I discovered that JSGantt also does not work anymore. >> >> What still works: Ticket locking, Time worked report, Escalation dates, >> Announce Simple. >> >> Now I installed another plugin, RT::Extension::BriefHistory, and that >> one also does not work. >> >> I know that under Debian the paths may differ, but in my opinion >> everything should be allright there (it worked...). Here's some output >> from /rt/Admin/Tools/Configuration.html: >> >> *Plugins* >> [ >> 'RT::Extension::EscalationDates', >> 'RT::Extension::TimeWorkedReport', >> 'RT::Extension::TicketLocking', >> 'RT::Extension::AnnounceSimple', >> 'RT::Extension::JSGantt', >> 'RT::Extension::BriefHistory' >> ] >> >> >> *Mason template search order* >> /usr/local/share/request-tracker4/html >> /usr/local/share/request-tracker4/plugins/RT-Extension-EscalationDates/html >> >> /usr/local/share/request-tracker4/plugins/RT-Extension-TimeWorkedReport/html >> >> >> /usr/local/share/request-tracker4/plugins/RT-Extension-TicketLocking/html >> /usr/local/share/request-tracker4/plugins/RT-Extension-AnnounceSimple/html >> >> /usr/local/share/request-tracker4/plugins/RT-Extension-JSGantt/html >> /usr/local/share/request-tracker4/plugins/RT-Extension-BriefHistory/html >> /usr/share/request-tracker4/html >> >> *Static file search order* >> /usr/local/share/request-tracker4/static >> /usr/share/request-tracker4/static >> >> *Loaded config files* >> /etc/request-tracker4/RT_SiteConfig.pm >> /usr/share/request-tracker4/etc/RT_Config.pm >> /usr/local/share/request-tracker4/plugins/RT-Extension-BriefHistory/etc/BriefHistory_Config.pm >> >> >> >> *RT core variables* >> RT::BasePath /usr/share/request-tracker4 >> RT::BinPath /usr/bin >> RT::EtcPath /usr/share/request-tracker4/etc >> RT::FontPath /usr/share/request-tracker4/fonts >> RT::LexiconPath /usr/share/request-tracker4/po >> RT::LocalEtcPath /etc/request-tracker4 >> RT::LocalLexiconPath /usr/local/share/request-tracker4/po >> RT::LocalLibPath /usr/local/share/request-tracker4/lib >> RT::LocalPath /usr/local/share/request-tracker4 >> RT::LocalPluginPath /usr/local/share/request-tracker4/plugins >> RT::LocalStaticPath /usr/local/share/request-tracker4/static >> RT::MAJOR_VERSION 4 >> RT::MINOR_VERSION 2 >> RT::MasonComponentRoot /usr/share/request-tracker4/html >> RT::MasonDataDir /var/cache/request-tracker4/mason_data >> RT::MasonLocalComponentRoot /usr/local/share/request-tracker4/html >> RT::MasonSessionDir /var/cache/request-tracker4/session_data >> RT::PluginPath /usr/share/request-tracker4/plugins >> RT::REVISION 8 >> RT::SbinPath /usr/sbin >> RT::StaticPath /usr/share/request-tracker4/static >> RT::VERSION 4.2.8 >> RT::VarPath /var/lib/request-tracker4 >> >> >> >> Now, the only thing that worries me a bit is that my file system >> structure indeed seems a little bit unlogic. But I do not know if that's >> allright, I got no comparison. >> >> I got /usr/share/request-tracker4 and /usr/local/share/request-tracker4. >> Is that already a mistake? >> Under /usr/share/request-tracker4 my tree (-d -L2) is >> ??? debian >> ??? etc >> ? ??? upgrade >> ??? fonts >> ??? html >> ? ??? Admin >> ? ??? Approvals >> ? ??? Articles >> ? ??? Dashboards >> ? ??? Download >> ? ??? Elements >> ? ??? Errors >> ? ??? Helpers >> ? ??? Install >> ? ??? m >> ? ??? NoAuth >> ? ??? Prefs >> ? ??? REST >> ? ??? Search >> ? ??? SelfService >> ? ??? Ticket >> ? ??? Tools >> ? ??? User >> ? ??? Widgets >> ??? lib >> ? ??? RT >> ??? libexec >> ??? plugins >> ? ??? RT-Extension-JSGantt >> ??? po >> ??? static >> ??? css >> ??? images >> ??? js >> ??? RichText >> >> and under /usr/local/share/request-tracker4 it's >> ??? html >> ? ??? Admin >> ? ??? Callbacks >> ? ??? Elements >> ? ??? NoAuth >> ? ??? Search >> ? ??? Ticket >> ? ??? Tools >> ??? lib >> ? ??? RT >> ??? man >> ? ??? auto >> ? ??? man3 >> ??? plugins >> ? ??? RT-Extension-AnnounceSimple >> ? ??? RT-Extension-BriefHistory >> ? ??? RT-Extension-EscalationDates >> ? ??? RT-Extension-JSGantt >> ? ??? RT-Extension-TicketLocking >> ? ??? RT-Extension-TimeWorkedReport >> ? ??? RTx-Calendar >> ??? po >> ??? static >> >> And this double structure worries me a bit, but I really don't know if >> this is ok that way (since it's generated by the install routines), or, >> if not, which one is the "right" one. >> >> Any hints and ideas are welcome. >> >> Thanks in advance, Patrick >> >> >> >> >> >> >> >> >> >> >> >> >> >> --------- >> RT 4.4 and RTIR training sessions, and a new workshop day! >> https://bestpractical.com/training >> * Los Angeles - January 9-11 2017 > --------- > RT 4.4 and RTIR training sessions, and a new workshop day! > https://bestpractical.com/training > * Los Angeles - January 9-11 2017 From rt-list at himt.de Tue Nov 22 10:42:47 2016 From: rt-list at himt.de (Patrick G. Stoesser) Date: Tue, 22 Nov 2016 16:42:47 +0100 Subject: [rt-users] Plugin(s) stopped working (long) In-Reply-To: <44c02ebd-1014-9705-3ff7-8c23017e95a4@himt.de> References: <85a69660-0624-f94f-a73a-2b0a142e040b@himt.de> <44c02ebd-1014-9705-3ff7-8c23017e95a4@himt.de> Message-ID: <0fa45910-3c27-e6f1-9913-369ee9435b11@himt.de> Update: I now made research from bottom to top and found out that all files under /usr/local/share/request-tracker4/plugins were root:staff and 0775 - except RTx-Calendar, which was 0444. I chmoded to 0775 and heureka! Calendar is displayed. What a... What still does not work: The inline images of calendar aren't displayed. I'll keep at it. From reza.toronto at gmail.com Tue Nov 22 10:51:57 2016 From: reza.toronto at gmail.com (Reza) Date: Tue, 22 Nov 2016 10:51:57 -0500 Subject: [rt-users] Greetings to recent adopters of RT and invitation for group study In-Reply-To: References:

Message-ID: I guess we will decide about the app later on. Focus of this thread is to see who is interested to participate in group study. There are hundreds of apps and possibilities we can address later on. Simplest is telephone conference and I'm assuming most of us are in North America. Long Distance is also cheap these days and I'm sure most of us residing in North America and/or Europe would not mind spending 1 or 2 cents per minute (60 cents to $1.20) for an hour of group session study. From my cell phone plan (Toronto Canada), along with my friends from the United States, I know we all have unlimited free long distance calling across North America (Mexico not included). Per online-screen sharing, again, there are hundreds of free apps, YouTube life feeds etc etc etc., but lets remain on track and see how many would be interested to join an online virtual conference type setting and with the spirit of group study, we can definitely find a solution. So far the list is: 1. Alex (United States) 2. Myself (Canada) 3. Bengan (Sweden) 4. Vinzenz (Germany - can we included you in as well?) 5. ... List yourself here, if you are interested. Thanks! Thanks! Reza. Bengt G?rd?n wrote on 11/22/2016 9:50 AM: > Den 2016-11-22 kl. 14:43, skrev Sinapius, Vinzenz: >> I recommend https://discordapp.com > Is there video at discordapp.com? > > regards, > > > /bengan > > --------- > RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training > * Los Angeles - January 9-11 2017 -------------- next part -------------- An HTML attachment was scrubbed... URL: From rt-list at himt.de Tue Nov 22 10:58:38 2016 From: rt-list at himt.de (Patrick G. Stoesser) Date: Tue, 22 Nov 2016 16:58:38 +0100 Subject: [rt-users] RESOLVED: Plugins stopped working [was: Plugin(s) stopped working (long)] In-Reply-To: <0fa45910-3c27-e6f1-9913-369ee9435b11@himt.de> References: <85a69660-0624-f94f-a73a-2b0a142e040b@himt.de> <44c02ebd-1014-9705-3ff7-8c23017e95a4@himt.de> <0fa45910-3c27-e6f1-9913-369ee9435b11@himt.de> Message-ID: <2e41eafb-bf1a-d24f-f001-b31d0436cf0f@himt.de> Final update: I now upgraded again to 1.01, and the inline images are displayed. No more error messages in the logfile. One thing though: The documentation of Calendar says ****************************************************** Edit your /opt/rt4/etc/RT_SiteConfig.pm If you are using RT 4.2 or greater, add this line: Plugin('RTx::Calendar'); For RT 4.0, add this line: Set(@Plugins, qw(RTx::Calendar)); or add RTx::Calendar to your existing @Plugins line. ****************************************************** I read this in this way: If you're using 4.2 or greater, add Plugin('RTx::Calendar'); If you're using 4.0, add Set(@Plugins, qw(RTx::Calendar)); or add RTx::Calendar to your existing @Plugins line. which did of course not work (I tried nevertheless). I think it's meant like If you're using 4.2 or greater, add Plugin('RTx::Calendar'); or add RTx::Calendar to your existing @Plugins line. If you're using 4.0, add Set(@Plugins, qw(RTx::Calendar)); or add RTx::Calendar to your existing @Plugins line. Regards, Patrick Am 22.11.2016 um 16:42 schrieb Patrick G. Stoesser: > Update: > > I now made research from bottom to top and found out that all files > under /usr/local/share/request-tracker4/plugins were root:staff and 0775 > - except RTx-Calendar, which was 0444. I chmoded to 0775 and heureka! > Calendar is displayed. What a... > > What still does not work: The inline images of calendar aren't > displayed. I'll keep at it. > --------- > RT 4.4 and RTIR training sessions, and a new workshop day! > https://bestpractical.com/training > * Los Angeles - January 9-11 2017 From reza.toronto at gmail.com Tue Nov 22 13:38:10 2016 From: reza.toronto at gmail.com (Reza) Date: Tue, 22 Nov 2016 13:38:10 -0500 Subject: [rt-users] Failed attempt to create a ticket by email, from US-CERT@ncas.us-cert.gov In-Reply-To: References: <80a4ffe3-f956-2b2c-33b5-1710a0936fee@sbsroc.com>

Message-ID: <32dab9c8-1788-1169-e89d-4585d33212fa@gmail.com> Stephen: I faced a similar challenge when I first started to use RT. As commented by our friend, the "view queue" has nothing to do with the issue you faced. The issue is, "/... attempted to create a ticket via email in the queue Incident Reports; you might need to grant 'Everyone' the CreateTicket right/" ... basically means the "_*Requester*_" ("Request_*o*_r"in RT) does not have permissions to create the ticket. Under your "ROLES" per the screen shot you have sent, you are highlighted as "Owner". Select "Request_*o*_r"under ROLES and then enable "create tickets". The person handling the ticket or assumed ownership is called "Owner". The person who sent the ticket for support, is **not necessarily** the "Owner". I would also allow the requester, to "Comment on tickets". In a nutshell, the "Owner" of the ticket is not necessarily the requester. In the practical world, the person who has sent a ticket / support request, is usually called the "Requestor" I also see you have multiple groups assigned under your "Incident Reports" queue. The "deny" option takes precedence over "allow" option per my experience, so it is also possible that one of your groups under "User Groups", under your "Incident Reports" queue does not have permission to create tickets. Would appreciate the members here to correct me if I'm wrong in any of the above. Cheers! Reza. Stephen Switzer wrote on 11/21/2016 8:43 PM: > I don't normally think of enabling outside users to see my queue, but > I think you're right. Thank you. > > Sent from Nine > ------------------------------------------------------------------------ > *From:* Matt Zagrabelny > *Sent:* Nov 21, 2016 3:47 PM > *To:* Stephen Switzer > *Cc:* rt-users > *Subject:* Re: [rt-users] Failed attempt to create a ticket by email, > from US-CERT at ncas.us-cert.gov > > > > --------- > RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training > * Los Angeles - January 9-11 2017 -------------- next part -------------- An HTML attachment was scrubbed... URL: From steve at sbsroc.com Tue Nov 22 15:37:04 2016 From: steve at sbsroc.com (Stephen Switzer) Date: Tue, 22 Nov 2016 15:37:04 -0500 Subject: [rt-users] Failed attempt to create a ticket by email, from US-CERT@ncas.us-cert.gov In-Reply-To: <32dab9c8-1788-1169-e89d-4585d33212fa@gmail.com> References: <80a4ffe3-f956-2b2c-33b5-1710a0936fee@sbsroc.com>

<32dab9c8-1788-1169-e89d-4585d33212fa@gmail.com> Message-ID: <725565c14011c6e30d701dfd2dd1d612@sbsroc.com> Reza, I think you may have misinterpreted my screenshot. "Everyone", "Privileged", "Unprivileged", "Owner", etc are all "highlighted" just to show that there are selected permissions under that group. The bold one is "Everyone", which is the current selection and what permissions are being displayed on the right in the screenshot. It appears that "View queue" was required as Matt suggested, and I received 2-3 tickets from US-CERT after I checked this off. Thank you for your effort and input just the same! Steve On 2016-11-22 1:38 pm, Reza wrote: > Stephen: > > I faced a similar challenge when I first started to use RT. As commented by our friend, the "view queue" has nothing to do with the issue you faced. > > The issue is, "_... attempted to create a ticket via email in the queue Incident Reports; you might need to grant 'Everyone' the CreateTicket right_" > > ... basically means the "REQUESTER" ("RequestOr"in RT) does not have permissions to create the ticket. > > Under your "ROLES" per the screen shot you have sent, you are highlighted as "Owner". > > Select "RequestOr"under ROLES and then enable "create tickets". > > The person handling the ticket or assumed ownership is called "Owner". > The person who sent the ticket for support, is **not necessarily** the "Owner". > I would also allow the requester, to "Comment on tickets". > > In a nutshell, the "Owner" of the ticket is not necessarily the requester. > In the practical world, the person who has sent a ticket / support request, is usually called the "Requestor" > > I also see you have multiple groups assigned under your "Incident Reports" queue. The "deny" option takes precedence over "allow" option per my experience, so it is also possible that one of your groups under "User Groups", under your "Incident Reports" queue does not have permission to create tickets. > > Would appreciate the members here to correct me if I'm wrong in any of the above. > > Cheers! > Reza. > > Stephen Switzer wrote on 11/21/2016 8:43 PM: > >> I don't normally think of enabling outside users to see my queue, but I think you're right. Thank you. >> >> Sent from Nine [1] >> >> ------------------------- >> >> FROM: Matt Zagrabelny >> SENT: Nov 21, 2016 3:47 PM >> TO: Stephen Switzer >> CC: rt-users >> SUBJECT: Re: [rt-users] Failed attempt to create a ticket by email, from US-CERT at ncas.us-cert.gov >> >> --------- >> RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training >> * Los Angeles - January 9-11 2017 Links: ------ [1] http://www.9folders.com/ -------------- next part -------------- An HTML attachment was scrubbed... URL: From mike.johnson at nosm.ca Tue Nov 22 16:13:46 2016 From: mike.johnson at nosm.ca (Mike Johnson) Date: Tue, 22 Nov 2016 16:13:46 -0500 Subject: [rt-users] RT 4.4.1 - ExternalAuth intermittently failing Message-ID: We just went live with RT 4.4.1 and it seems that LDAP authentication is failing. It has now died 2 days in a row, at approximately the same time. The RT log is showing the following error: 2819] [Mon Nov 21 21:10:28 2016] [critical]: RT::Authen::ExternalAuth::LDAP::_GetBoundLdapObj Can't bind: LDAP_INVALID_CREDENTIALS 49 (/opt/rt4/sbin/../lib/RT/Authen/ExternalAuth/LDAP.pm:678) This seems like a generic LDAP error, and it's not pointing us to a specific issue. The user that we are binding with is a user that was in-use on our RT 3.8.X environment that hadn't had an issue in years (3?). Restarting apache resolves the immediate issue, but clearly there is something else going on that we should be able to fix permanently. Anyone have any ideas on where to look? This didn't come up in our testing, but I don't believe we had the volume of credential testing that we do in prod. Any help would be great! P.S. The LDAP server is a Microsoft Active Directory server. This same server was being used for ExternalAuth extension in 3.8. Mike. -- Mike Johnson Datatel Programmer/Analyst Northern Ontario School of Medicine 955 Oliver Road Thunder Bay, ON P7B 5E1 Phone: (807) 766-7331 Email: mike.johnson at nosm.ca -------------- next part -------------- An HTML attachment was scrubbed... URL: From ktm at rice.edu Tue Nov 22 16:40:11 2016 From: ktm at rice.edu (Kenneth Marshall) Date: Tue, 22 Nov 2016 15:40:11 -0600 Subject: [rt-users] RT 4.4.1 - ExternalAuth intermittently failing In-Reply-To: References: Message-ID: <20161122214011.GI6455@aart.rice.edu> On Tue, Nov 22, 2016 at 04:13:46PM -0500, Mike Johnson wrote: > We just went live with RT 4.4.1 and it seems that LDAP authentication is > failing. > > It has now died 2 days in a row, at approximately the same time. > > The RT log is showing the following error: > 2819] [Mon Nov 21 21:10:28 2016] [critical]: > RT::Authen::ExternalAuth::LDAP::_GetBoundLdapObj Can't bind: > LDAP_INVALID_CREDENTIALS 49 > (/opt/rt4/sbin/../lib/RT/Authen/ExternalAuth/LDAP.pm:678) > > This seems like a generic LDAP error, and it's not pointing us to a > specific issue. > > The user that we are binding with is a user that was in-use on our RT 3.8.X > environment that hadn't had an issue in years (3?). > > Restarting apache resolves the immediate issue, but clearly there is > something else going on that we should be able to fix permanently. Anyone > have any ideas on where to look? > > This didn't come up in our testing, but I don't believe we had the volume > of credential testing that we do in prod. > > Any help would be great! > > P.S. The LDAP server is a Microsoft Active Directory server. This same > server was being used for ExternalAuth extension in 3.8. > > Mike. Hi Mike, You probably will need to check your AD logs as well. We have seen issues with AD authentication when an account is locked out by a bad password login attempt. Since it is about the same time of day, maybe something else is trying to login with those credentials and causing it to lock. Regards, Ken From reza.toronto at gmail.com Tue Nov 22 22:46:32 2016 From: reza.toronto at gmail.com (Reza) Date: Tue, 22 Nov 2016 22:46:32 -0500 Subject: [rt-users] Failed attempt to create a ticket by email, from US-CERT@ncas.us-cert.gov In-Reply-To: <725565c14011c6e30d701dfd2dd1d612@sbsroc.com> References: <80a4ffe3-f956-2b2c-33b5-1710a0936fee@sbsroc.com>

<32dab9c8-1788-1169-e89d-4585d33212fa@gmail.com> <725565c14011c6e30d701dfd2dd1d612@sbsroc.com> Message-ID: Greetings Stephen: Thank you for your reply. Now I'm scratching my head, because other than admins and "privileged users", no one has "View Queue" permissions in my platform and I'm not getting any error as you described. Hoping someone can shed some light here per this anomaly. Cheers! Reza. Stephen Switzer wrote on 11/22/2016 3:37 PM: > > Reza, > > I think you may have misinterpreted my screenshot. "Everyone", > "Privileged", "Unprivileged", "Owner", etc are all "highlighted" just > to show that there are selected permissions under that group. The bold > one is "Everyone", which is the current selection and what permissions > are being displayed on the right in the screenshot. > > It appears that "View queue" was required as Matt suggested, and I > received 2-3 tickets from US-CERT after I checked this off. > > Thank you for your effort and input just the same! > > Steve > > > On 2016-11-22 1:38 pm, Reza wrote: > >> Stephen: >> >> I faced a similar challenge when I first started to use RT. As >> commented by our friend, the "view queue" has nothing to do with the >> issue you faced. >> >> The issue is, "/... attempted to create a ticket via email in the >> queue Incident Reports; you might need to grant 'Everyone' the >> CreateTicket right/" >> >> ... basically means the "_*Requester*_" ("Request_*o*_r"in RT) does >> not have permissions to create the ticket. >> >> Under your "ROLES" per the screen shot you have sent, you are >> highlighted as "Owner". >> >> Select "Request_*o*_r"under ROLES and then enable "create tickets". >> >> The person handling the ticket or assumed ownership is called "Owner". >> The person who sent the ticket for support, is **not necessarily** >> the "Owner". >> I would also allow the requester, to "Comment on tickets". >> >> In a nutshell, the "Owner" of the ticket is not necessarily the >> requester. >> In the practical world, the person who has sent a ticket / support >> request, is usually called the "Requestor" >> >> I also see you have multiple groups assigned under your "Incident >> Reports" queue. The "deny" option takes precedence over "allow" >> option per my experience, so it is also possible that one of your >> groups under "User Groups", under your "Incident Reports" queue does >> not have permission to create tickets. >> >> Would appreciate the members here to correct me if I'm wrong in any >> of the above. >> >> Cheers! >> Reza. >> >> Stephen Switzer wrote on 11/21/2016 8:43 PM: >>> I don't normally think of enabling outside users to see my queue, >>> but I think you're right. Thank you. >>> Sent from Nine >>> ------------------------------------------------------------------------ >>> *From:* Matt Zagrabelny >>> *Sent:* Nov 21, 2016 3:47 PM >>> *To:* Stephen Switzer >>> *Cc:* rt-users >>> *Subject:* Re: [rt-users] Failed attempt to create a ticket by >>> email, from US-CERT at ncas.us-cert.gov >>> >>> >>> >>> --------- >>> RT 4.4 and RTIR training sessions, and a new workshop day!https://bestpractical.com/training >>> * Los Angeles - January 9-11 2017 -------------- next part -------------- An HTML attachment was scrubbed... URL: From rt-list at himt.de Wed Nov 23 04:56:05 2016 From: rt-list at himt.de (Patrick G. Stoesser) Date: Wed, 23 Nov 2016 10:56:05 +0100 Subject: [rt-users] Plugin JSGantt causes CSRF on automatically reload In-Reply-To: References: <80a4ffe3-f956-2b2c-33b5-1710a0936fee@sbsroc.com>

<32dab9c8-1788-1169-e89d-4585d33212fa@gmail.com> <725565c14011c6e30d701dfd2dd1d612@sbsroc.com> Message-ID: Hello there, on my working Debian Jessie RT I'm using the JSGantt Plugin which also workes fine except causing a Possible cross-site request forgery on automatic reload. Generally, CSRF occuring were eliminated at the beginning of the installation several months ago by setting # Webdomain override Set($WebDomain, '172.18.200.41'); Set($WebPort, 443); Set($WebPath , "/rt"); Set($WebBaseURL , "https://172.18.200.41"); and today I added # Cross-site forgery verhindern Set(@ReferrerWhitelist, qw(172.18.200.41:443 127.0.0.1:443)); When you call Gantt Chart, everything is fine. Now I have set #Refresh global Set($HomePageRefreshInterval, "900");. Set($SearchResultsRefreshInterval, "60"); so the Gantt Chart is reloaded automatically. And by the first reload ist causes the CSRF. Then, when you resume the request manually, all following automatically reloads work without problems. The error message complains about a missing referrer: > Possible cross-site request forgery > > RT has detected a possible cross-site request forgery for this > request, because your browser did not supply a Referrer header. A > malicious attacker may be trying to modify or access a search on your > behalf. If you did not initiate this request, then you should alert > your security team. > > If you really intended to visit /rt/Search/JSGantt.html and modify or > access a search, then click here to resume your request. After you called Gantt Chart, the URL is and after you resumed the reload request, the URL is I helped myself by disabling Set($SearchResultsRefreshInterval, "60"); since noone uses it, but maybe anyway anyone has an advice? Kind regards, Patrick From rt-list at himt.de Wed Nov 23 09:26:14 2016 From: rt-list at himt.de (Patrick G. Stoesser) Date: Wed, 23 Nov 2016 15:26:14 +0100 Subject: [rt-users] Plugin JSGantt causes CSRF on automatically reload Message-ID: Hello there, on my working Debian Jessie RT I'm using the JSGantt Plugin which also workes fine except causing a Possible cross-site request forgery on automatic reload. Generally, CSRF occuring were eliminated at the beginning of the installation several months ago by setting # Webdomain override Set($WebDomain, '172.18.200.41'); Set($WebPort, 443); Set($WebPath , "/rt"); Set($WebBaseURL , "https://172.18.200.41"); and today I added # Cross-site forgery verhindern Set(@ReferrerWhitelist, qw(172.18.200.41:443 127.0.0.1:443)); When you call Gantt Chart, everything is fine. Now I have set #Refresh global Set($HomePageRefreshInterval, "900");. Set($SearchResultsRefreshInterval, "60"); so the Gantt Chart is reloaded automatically. And by the first reload ist causes the CSRF. Then, when you resume the request manually, all following automatically reloads work without problems. The error message complains about a missing referrer: > Possible cross-site request forgery > > RT has detected a possible cross-site request forgery for this > request, because your browser did not supply a Referrer header. A > malicious attacker may be trying to modify or access a search on your > behalf. If you did not initiate this request, then you should alert > your security team. > > If you really intended to visit /rt/Search/JSGantt.html and modify or > access a search, then click here to resume your request. After you called Gantt Chart, the URL is and after you resumed the reload request, the URL is I helped myself by disabling Set($SearchResultsRefreshInterval, "60"); since noone uses it, but maybe anyway anyone has an advice? Kind regards, Patrick From rt-list at himt.de Wed Nov 23 09:27:11 2016 From: rt-list at himt.de (Patrick G. Stoesser) Date: Wed, 23 Nov 2016 15:27:11 +0100 Subject: [rt-users] Plugin JSGantt causes CSRF on automatically reload In-Reply-To: References: <80a4ffe3-f956-2b2c-33b5-1710a0936fee@sbsroc.com>

<32dab9c8-1788-1169-e89d-4585d33212fa@gmail.com> <725565c14011c6e30d701dfd2dd1d612@sbsroc.com>

Message-ID: <48fef7b3-261f-b549-28be-8b39434df31f@himt.de> Pardon me, accidentially threadnapping! Am 23.11.2016 um 10:56 schrieb Patrick G. Stoesser: > Hello there, > > on my working Debian Jessie RT I'm using the JSGantt Plugin which also > [...] From ejones at eastontelecom.com Wed Nov 23 10:05:27 2016 From: ejones at eastontelecom.com (Eddie Jones) Date: Wed, 23 Nov 2016 10:05:27 -0500 Subject: [rt-users] Exporting Data From RT Message-ID: <004301d2459b$0613bd10$123b3730$@eastontelecom.com> From: Eddie Jones [mailto:ejones at eastontelecom.com] Sent: Wednesday, November 23, 2016 9:55 AM To: 'rt-users at lists.bestpractical.com' Subject: Exporting Data From RT Hello, I need to export data from RT, including all ticket information (comments, custom field values, etc.). Is there an easy way to do that? Thanks, Eddie Jones Systems Administrator Easton Telecom Services www.eastontelecom.com 330-659-6700 x234 logo -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image001.png Type: image/png Size: 20866 bytes Desc: not available URL: From mzagrabe at d.umn.edu Wed Nov 23 10:12:46 2016 From: mzagrabe at d.umn.edu (Matt Zagrabelny) Date: Wed, 23 Nov 2016 09:12:46 -0600 Subject: [rt-users] Exporting Data From RT In-Reply-To: <004301d2459b$0613bd10$123b3730$@eastontelecom.com> References: <004301d2459b$0613bd10$123b3730$@eastontelecom.com> Message-ID: Hey Eddie, You can get spreadsheet (TSV) representation of ticket search results - which could include CFs. I'm not sure about the transaction (txn) history. Perhaps via REST? I'm guessing that there isn't an *easy* way to get all that. -m On Wed, Nov 23, 2016 at 9:05 AM, Eddie Jones wrote: > *From:* Eddie Jones [mailto:ejones at eastontelecom.com] > *Sent:* Wednesday, November 23, 2016 9:55 AM > *To:* 'rt-users at lists.bestpractical.com' > *Subject:* Exporting Data From RT > > > > Hello, > > > > I need to export data from RT, including all ticket information (comments, > custom field values, etc.). Is there an easy way to do that? > > > > Thanks, > > > > Eddie Jones > > Systems Administrator > > Easton Telecom Services > > www.eastontelecom.com > > 330-659-6700 x234 > > > > [image: logo] > > > > --------- > RT 4.4 and RTIR training sessions, and a new workshop day! > https://bestpractical.com/training > * Los Angeles - January 9-11 2017 > -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image001.png Type: image/png Size: 20866 bytes Desc: not available URL: From mike.johnson at nosm.ca Wed Nov 23 15:21:30 2016 From: mike.johnson at nosm.ca (Mike Johnson) Date: Wed, 23 Nov 2016 15:21:30 -0500 Subject: [rt-users] RT 4.4.1 - ExternalAuth intermittently failing In-Reply-To: <20161122214011.GI6455@aart.rice.edu> References: <20161122214011.GI6455@aart.rice.edu> Message-ID: Hi, It happened again today. Our AD admin didn't see anything unusual in the logs. I'm getting him to see if successful bind attempts show up anywhere, and if so... if RT is actually successful and the error message is just not appropriate(ie something else behind the scenes is going on and it's just reported as a failed bind). Anyone have any thoughts on this? We have multiple other LDAP authenticated, and Windows authenticated systems on campus using this AD service(different usernames) and we haven't had reports of any of these failing. The things that have changed from what it was working: - OS: CentOS 7.2.15.11 - perl 5.16.3 - RT version 4.4.1 I can't recall the previous OS version or perl version, but it was at least on Redhat 4 or 5, and RT was 3.8.X using ExternalAuth extension(on 3.8 it wasn't rolled into baseline yet). Any thoughts are appreciated! Mike. On Tue, Nov 22, 2016 at 4:40 PM, Kenneth Marshall wrote: > On Tue, Nov 22, 2016 at 04:13:46PM -0500, Mike Johnson wrote: > > We just went live with RT 4.4.1 and it seems that LDAP authentication is > > failing. > > > > It has now died 2 days in a row, at approximately the same time. > > > > The RT log is showing the following error: > > 2819] [Mon Nov 21 21:10:28 2016] [critical]: > > RT::Authen::ExternalAuth::LDAP::_GetBoundLdapObj Can't bind: > > LDAP_INVALID_CREDENTIALS 49 > > (/opt/rt4/sbin/../lib/RT/Authen/ExternalAuth/LDAP.pm:678) > > > > This seems like a generic LDAP error, and it's not pointing us to a > > specific issue. > > > > The user that we are binding with is a user that was in-use on our RT > 3.8.X > > environment that hadn't had an issue in years (3?). > > > > Restarting apache resolves the immediate issue, but clearly there is > > something else going on that we should be able to fix permanently. Anyone > > have any ideas on where to look? > > > > This didn't come up in our testing, but I don't believe we had the volume > > of credential testing that we do in prod. > > > > Any help would be great! > > > > P.S. The LDAP server is a Microsoft Active Directory server. This same > > server was being used for ExternalAuth extension in 3.8. > > > > Mike. > > Hi Mike, > > You probably will need to check your AD logs as well. We have seen issues > with AD authentication when an account is locked out by a bad password > login attempt. Since it is about the same time of day, maybe something > else is trying to login with those credentials and causing it to lock. > > Regards, > Ken > -- Mike Johnson Datatel Programmer/Analyst Northern Ontario School of Medicine 955 Oliver Road Thunder Bay, ON P7B 5E1 Phone: (807) 766-7331 Email: mike.johnson at nosm.ca -------------- next part -------------- An HTML attachment was scrubbed... URL: From ahall at autodist.com Wed Nov 23 16:56:02 2016 From: ahall at autodist.com (Alex Hall) Date: Wed, 23 Nov 2016 16:56:02 -0500 Subject: [rt-users] Emailing dashboards? Message-ID: Hi all, I know RT can automatically email dashboards to specific users. I've just not sure how to set this up. I found one list of dashboards where a "subscription" column was present in the table, but it only listed a single, global dashboard and not those for a given user. I've been through users and settings, but didn't find it. This must be obvious, but where would I tell users to go to set up subscriptions to their custom dashboards? I just want certain users to get emails once a day with the content of a specific saved search. Thanks! -- Alex Hall Automatic Distributors, IT department ahall at autodist.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From bart.bunting at ursys.com.au Wed Nov 23 18:26:58 2016 From: bart.bunting at ursys.com.au (Bart Bunting) Date: Thu, 24 Nov 2016 10:26:58 +1100 Subject: [rt-users] REST API for Assets Message-ID: Hi, Is there a REST API for assets in RT? I can't find any documentation for it. Can anyone shed any light on if it exists or is in the works? Kind regards Bart -- Bart Bunting - URSYS PH: 02 87452811 Mbl: 0409560005 From gregory.vernon at switch.ch Thu Nov 24 04:49:40 2016 From: gregory.vernon at switch.ch (Greg Vernon) Date: Thu, 24 Nov 2016 10:49:40 +0100 Subject: [rt-users] Exporting Data From RT In-Reply-To: References: Message-ID: <8864D78A-FD37-4A39-A102-AA44CEC8014B@switch.ch> > On Nov 23, 2016, at 4:14:14 PM, rt-users-request at lists.bestpractical.com wrote: > > Date: Wed, 23 Nov 2016 10:05:27 -0500 > From: "Eddie Jones" > To: > Subject: [rt-users] Exporting Data From RT > Message-ID: <004301d2459b$0613bd10$123b3730$@eastontelecom.com> > Content-Type: text/plain; charset="us-ascii" > > From: Eddie Jones [mailto:ejones at eastontelecom.com] > Sent: Wednesday, November 23, 2016 9:55 AM > To: 'rt-users at lists.bestpractical.com' > Subject: Exporting Data From RT > > > > Hello, > > > > I need to export data from RT, including all ticket information (comments, > custom field values, etc.). Is there an easy way to do that? > > > > Thanks, > > > > Eddie Jones > > Systems Administrator > > Easton Telecom Services > > www.eastontelecom.com > > 330-659-6700 x234 Greetings, You could use SQL to query the DB directly, but that's probably not what you want. Perhaps a dump of the DB? What might work for you is the TicketPDF extension: https://metacpan.org/pod/RT::Extension::TicketPDF It's a bit ugly to export all of the info, but users seem to be okay with using PDFs. They can use the search capabilities of their desktop to find things. Spotlight works great for this. Of course, re-importing the data isn't an option with it. One thing to note is that there is a memory leak someplace in the extension, so if you have a really large queue you can find yourself running out of RAM. It also quietly continues without failing in this situation. Cheers! Greg From support at pureview.com Thu Nov 24 04:18:50 2016 From: support at pureview.com (support at pureview.com) Date: Thu, 24 Nov 2016 04:18:50 -0500 Subject: [rt-users] upgrade-assets error Message-ID: <5c695c467f90503e31995bcc2a7662a2.squirrel@mail.pureview.com> Hello everyone, After I upgrade my RT to 4.4.1 on centos 6. I'm trying to run the assets-upgrade and I'm getting the error below. How do I solve this issue. I remove the plugin from the configuration already. ## ERROR /upgrade-assets Can't locate RT/Interface/CLI.pm in @INC (@INC contains: lib local/lib /usr/local/lib64/perl5 /usr/local/share/perl5 /usr/lib64/perl5/vendor_perl /usr/share/perl5/vendor_perl /usr/lib64/perl5 /usr/share/perl5 .) at ./upgrade-assets line 56. BEGIN failed--compilation aborted at ./upgrade-assets line 56. Thank you. David From elacour at easter-eggs.com Thu Nov 24 09:42:57 2016 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Thu, 24 Nov 2016 15:42:57 +0100 Subject: [rt-users] Exporting Data From RT In-Reply-To: <004301d2459b$0613bd10$123b3730$@eastontelecom.com> References: <004301d2459b$0613bd10$123b3730$@eastontelecom.com> Message-ID: <71bb13a0-744c-ea49-b6c5-bd428f4cf273@easter-eggs.com> Le 23/11/2016 ? 16:05, Eddie Jones a ?crit : > > *From:*Eddie Jones [mailto:ejones at eastontelecom.com] > *Sent:* Wednesday, November 23, 2016 9:55 AM > *To:* 'rt-users at lists.bestpractical.com' > *Subject:* Exporting Data From RT > > > > Hello, > > > > I need to export data from RT, including all ticket information > (comments, custom field values, etc.). Is there an easy way to do that? > > > http://lists.bestpractical.com/pipermail/rt-users/2013-June/080582.html for example. There is also a tool to serialize the RT DB in RT, but it's targeted to be use to migrate datas from one instance to another RT one. -------------- next part -------------- An HTML attachment was scrubbed... URL: From ahall at autodist.com Fri Nov 25 15:45:14 2016 From: ahall at autodist.com (Alex Hall) Date: Fri, 25 Nov 2016 15:45:14 -0500 Subject: [rt-users] Automatically allow CCs access to tickets out of their queues? Message-ID: Hi all, We just ran into a situation I expect to happen somewhat frequently. A graphics worker was CC-ed on a customer service ticket. Graphics would be overwhelmed with useless information if we gave them access to the Customer Service queue, and CS people don't care about graphics. But sometimes, queues do need to cross like this. Of course, Mr. Graphics couldn't view the ticket because it was a CS ticket, even though he'd been CC-ed and even gotten an email about it. What I'd like to do is grant ticket viewing rights to anyone CC-ed into a ticket, regardless of group membership. Is that possible to do? I know we could make teams or temporary groups, but I'd prefer an automated solution that doesn't require even more work from a staff who are only grudgingly using the new ticket system to begin with. :) Thanks for any help. -- Alex Hall Automatic Distributors, IT department ahall at autodist.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From ahall at autodist.com Fri Nov 25 16:19:37 2016 From: ahall at autodist.com (Alex Hall) Date: Fri, 25 Nov 2016 16:19:37 -0500 Subject: [rt-users] Automatically allow CCs access to tickets out of their queues? In-Reply-To: References: Message-ID: Please disregard the below email. The Graphics guy had been one-time CC-ed, not permanently CC-ed, and no one realized it until just now. Sorry for the pointless message. I do need to find a way to turn one-time CC into permanent, for just this reason. On Fri, Nov 25, 2016 at 3:45 PM, Alex Hall wrote: > Hi all, > We just ran into a situation I expect to happen somewhat frequently. A > graphics worker was CC-ed on a customer service ticket. Graphics would be > overwhelmed with useless information if we gave them access to the Customer > Service queue, and CS people don't care about graphics. But sometimes, > queues do need to cross like this. Of course, Mr. Graphics couldn't view > the ticket because it was a CS ticket, even though he'd been CC-ed and even > gotten an email about it. > > What I'd like to do is grant ticket viewing rights to anyone CC-ed into a > ticket, regardless of group membership. Is that possible to do? I know we > could make teams or temporary groups, but I'd prefer an automated solution > that doesn't require even more work from a staff who are only grudgingly > using the new ticket system to begin with. :) Thanks for any help. > > -- > Alex Hall > Automatic Distributors, IT department > ahall at autodist.com > -- Alex Hall Automatic Distributors, IT department ahall at autodist.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From ahall at autodist.com Fri Nov 25 17:08:28 2016 From: ahall at autodist.com (Alex Hall) Date: Fri, 25 Nov 2016 17:08:28 -0500 Subject: [rt-users] how to supply db credentials to rt-email-dashboards? Message-ID: Hi list, I'm trying to run /opt/rt4/sbin/rt-email-dashboards, but am getting an error that the database credentials are not correct. They aren't, but why? If they get picked up from the configuration, they should be correct, since RT itself is running just fine. If they aren't gotten from the configuration files, where do they come from and how can I supply them? The tool's help text didn't list any DB settings as possible flags. Thanks. -- Alex Hall Automatic Distributors, IT department ahall at autodist.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From lstewart at internap.com Fri Nov 25 19:31:44 2016 From: lstewart at internap.com (Landon Stewart) Date: Sat, 26 Nov 2016 00:31:44 +0000 Subject: [rt-users] how to supply db credentials to rt-email-dashboards? In-Reply-To: References: Message-ID: On Nov 25, 2016, at 2:08 PM, Alex Hall > wrote: Hi list, I'm trying to run /opt/rt4/sbin/rt-email-dashboards, but am getting an error that the database credentials are not correct. They aren't, but why? If they get picked up from the configuration, they should be correct, since RT itself is running just fine. If they aren't gotten from the configuration files, where do they come from and how can I supply them? The tool's help text didn't list any DB settings as possible flags. Thanks. In the homedir of the user that runs the rt-email-dashboards create a file called '.rtrc'. That file should contain: server user root passwd Example: # cat ~root/.rtrc server http://localhost/rt user root passwd ohsupaihai7moR1 -- Landon Stewart Lead Analyst - Abuse and Security Management INTERNAP ? ? lstewart at internap.com ? www.internap.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From odhiambo at gmail.com Sat Nov 26 07:33:45 2016 From: odhiambo at gmail.com (Odhiambo Washington) Date: Sat, 26 Nov 2016 15:33:45 +0300 Subject: [rt-users] Web UI Error immediately upon login Message-ID: Hi, I am stuck at a point with RT (4.4.1). When I login, I get this error: *An internal RT error has occurred. Your administrator can find more details in RT's log files.* My rt.log has the following: [90276] [Sat Nov 26 12:18:54 2016] [info]: Successful login for root from 105.58.149.231 (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:831) [90276] [Sat Nov 26 12:18:54 2016] [error]: encountered object '1', but neither allow_blessed, convert_blessed nor allow_tags settings are enabled (or TO_JSON/FREEZE method missing) at /usr/local/lib/perl5/site_perl/JSON.pm line 154, line 25. Stack: [/usr/local/lib/perl5/site_perl/JSON.pm:154] [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:193] [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:4396] [/opt/rt4/share/html/Elements/JavascriptConfig:87] [/opt/rt4/share/html/Elements/Header:64] [/opt/rt4/share/html/index.html:4] [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:696] [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:375] [/opt/rt4/share/html/autohandler:53] (/opt/rt4/sbin/../lib/RT/Interface/Web/Handler.pm:208) [90276] [Sat Nov 26 12:18:54 2016] [error]: encountered object '1', but neither allow_blessed, convert_blessed nor allow_tags settings are enabled (or TO_JSON/FREEZE method missing) at /usr/local/lib/perl5/site_perl/JSON.pm line 154, line 43. Any ideas how I can fix the problem will be appreciated. -- Best regards, Odhiambo WASHINGTON, Nairobi,KE +254 7 3200 0004/+254 7 2274 3223 "Oh, the cruft." -------------- next part -------------- An HTML attachment was scrubbed... URL: From Horst.Kriegers at loro.ch Mon Nov 28 09:32:17 2016 From: Horst.Kriegers at loro.ch (Kriegers Horst) Date: Mon, 28 Nov 2016 14:32:17 +0000 Subject: [rt-users] Modifying some contents in History Message-ID: <49BFBF371580BE4A921A738E1E1C95C51E9FEC8E@BSDAG01.office.loro.swiss> Hello, We have users they have mentioned confidential information in RT. Now I need just to anonymize these information in the Ticket History. I?ve identified the transaction Id and now I how can I decode et re-encode the Content value located in the Attributes table Example : ConfidentialData --> xxxxxxxxxx Our config : - RT 4.2.12 - MySQL Thanks in advance for your help. Horst ________________________________ Note Importante: Le contenu de ce courriel est uniquement r?serv? ? la personne ou l'organisme ? qui il est destin?. Si vous n'?tes pas le destinataire pr?vu, veuillez nous en informer au plus vite et d?truire le pr?sent courriel. Dans ce cas, il ne vous est pas permis de copier ce courriel, de le distribuer ou de l'utiliser de quelque mani?re que ce soit. ________________________________ Important Notice: The content of this e-mail is intended only and solely for the use of the named recipient or organization. If you are not the named recipient, please inform us immediately and delete the present e-mail. In this case, you are not allowed to copy, distribute or use this e-mail in any way. ________________________________ -------------- next part -------------- An HTML attachment was scrubbed... URL: From barton at bywatersolutions.com Mon Nov 28 10:32:23 2016 From: barton at bywatersolutions.com (Barton Chittenden) Date: Mon, 28 Nov 2016 10:32:23 -0500 Subject: [rt-users] Emailing dashboards? In-Reply-To: References: Message-ID: Alex, Navigate to Home > All dashboards, and go to the dashboard you want to receive emails about. In the upper right hand corner, you'll see the following menus: Basics, Content, Subscription, Show. Click 'Subscription', and you'll be prompted for frequency, time, rowsn and recipients. The one caveat here is that it's possible to add a subscription to a person or group that they can't un-subscribe from, so be courteous about that. --Barton On Wed, Nov 23, 2016 at 4:56 PM, Alex Hall wrote: > Hi all, > I know RT can automatically email dashboards to specific users. I've just > not sure how to set this up. I found one list of dashboards where a > "subscription" column was present in the table, but it only listed a > single, global dashboard and not those for a given user. I've been through > users and settings, but didn't find it. This must be obvious, but where > would I tell users to go to set up subscriptions to their custom > dashboards? I just want certain users to get emails once a day with the > content of a specific saved search. Thanks! > > -- > Alex Hall > Automatic Distributors, IT department > ahall at autodist.com > > --------- > RT 4.4 and RTIR training sessions, and a new workshop day! > https://bestpractical.com/training > * Los Angeles - January 9-11 2017 > -------------- next part -------------- An HTML attachment was scrubbed... URL: From ktm at rice.edu Mon Nov 28 10:33:15 2016 From: ktm at rice.edu (Kenneth Marshall) Date: Mon, 28 Nov 2016 09:33:15 -0600 Subject: [rt-users] Modifying some contents in History In-Reply-To: <49BFBF371580BE4A921A738E1E1C95C51E9FEC8E@BSDAG01.office.loro.swiss> References: <49BFBF371580BE4A921A738E1E1C95C51E9FEC8E@BSDAG01.office.loro.swiss> Message-ID: <20161128153315.GT6455@aart.rice.edu> Hi, It is easier to just use the Shredder to delete the transaction from the system. Regards, Ken On Mon, Nov 28, 2016 at 02:32:17PM +0000, Kriegers Horst wrote: > Hello, > > We have users they have mentioned confidential information in RT. > Now I need just to anonymize these information in the Ticket History. > > I?ve identified the transaction Id and now I how can I decode et re-encode the Content value located in the Attributes table > > Example : > > ConfidentialData --> xxxxxxxxxx > > > > > Our config : > > - RT 4.2.12 > > - MySQL > > > > Thanks in advance 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. > > ________________________________ > --------- > RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training > * Los Angeles - January 9-11 2017 From registrirung at hotmail.de Mon Nov 28 10:34:52 2016 From: registrirung at hotmail.de (Tobias W.) Date: Mon, 28 Nov 2016 15:34:52 +0000 Subject: [rt-users] Disable RSS Message-ID: Hello, Is there a way to disable RSS ? On the RT_SiteConfig ? Thank you, Tobi -------------- next part -------------- An HTML attachment was scrubbed... URL: From Horst.Kriegers at loro.ch Mon Nov 28 10:43:01 2016 From: Horst.Kriegers at loro.ch (Kriegers Horst) Date: Mon, 28 Nov 2016 15:43:01 +0000 Subject: [rt-users] Modifying some contents in History In-Reply-To: <20161128153315.GT6455@aart.rice.edu> References: <49BFBF371580BE4A921A738E1E1C95C51E9FEC8E@BSDAG01.office.loro.swiss> <20161128153315.GT6455@aart.rice.edu> Message-ID: <49BFBF371580BE4A921A738E1E1C95C51EA00148@BSDAG01.office.loro.swiss> Hi, Thanks for your reply. I know this is the easiest way, but it is not acceptable in our case Regards, Horst > -----Message d'origine----- > De : Kenneth Marshall [mailto:ktm at rice.edu] > Envoy? : lundi 28 novembre 2016 16:33 > ? : Kriegers Horst > Cc : ML - rt-users > Objet : Re: [rt-users] Modifying some contents in History > > Hi, > > It is easier to just use the Shredder to delete the transaction from the system. > > Regards, > Ken > > On Mon, Nov 28, 2016 at 02:32:17PM +0000, Kriegers Horst wrote: > > Hello, > > > > We have users they have mentioned confidential information in RT. > > Now I need just to anonymize these information in the Ticket History. > > > > I?ve identified the transaction Id and now I how can I decode et > > re-encode the Content value located in the Attributes table > > > > Example : > > > > ConfidentialData --> xxxxxxxxxx > > > > > > > > > > Our config : > > > > - RT 4.2.12 > > > > - MySQL > > > > > > > > Thanks in advance 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. > > > > ________________________________ > > > --------- > > RT 4.4 and RTIR training sessions, and a new workshop day! > > https://bestpractical.com/training > > * Los Angeles - January 9-11 2017 ________________________________ Note Importante: Le contenu de ce courriel est uniquement r?serv? ? la personne ou l'organisme ? qui il est destin?. Si vous n'?tes pas le destinataire pr?vu, veuillez nous en informer au plus vite et d?truire le pr?sent courriel. Dans ce cas, il ne vous est pas permis de copier ce courriel, de le distribuer ou de l'utiliser de quelque mani?re que ce soit. ________________________________ Important Notice: The content of this e-mail is intended only and solely for the use of the named recipient or organization. If you are not the named recipient, please inform us immediately and delete the present e-mail. In this case, you are not allowed to copy, distribute or use this e-mail in any way. ________________________________ From ktm at rice.edu Mon Nov 28 11:09:16 2016 From: ktm at rice.edu (Kenneth Marshall) Date: Mon, 28 Nov 2016 10:09:16 -0600 Subject: [rt-users] Modifying some contents in History In-Reply-To: <49BFBF371580BE4A921A738E1E1C95C51EA00148@BSDAG01.office.loro.swiss> References: <49BFBF371580BE4A921A738E1E1C95C51E9FEC8E@BSDAG01.office.loro.swiss> <20161128153315.GT6455@aart.rice.edu> <49BFBF371580BE4A921A738E1E1C95C51EA00148@BSDAG01.office.loro.swiss> Message-ID: <20161128160916.GV6455@aart.rice.edu> On Mon, Nov 28, 2016 at 03:43:01PM +0000, Kriegers Horst wrote: > Hi, > > Thanks for your reply. > I know this is the easiest way, but it is not acceptable in our case > > Regards, > Horst Hi Horst, When the shredder runs, it generates a SQL file to reconstitute the deleted item when run. You could run shredder and then edit the SQL file to obfuscate the needed items. Then run the resulting file to re-add the now cleaned up item back into the system. Regards, Ken From ahall at autodist.com Mon Nov 28 11:12:00 2016 From: ahall at autodist.com (Alex Hall) Date: Mon, 28 Nov 2016 11:12:00 -0500 Subject: [rt-users] Owner not showing in search results? In-Reply-To: References:

Message-ID: I just wondered if anyone had any more thoughts on this problem. We just set up email dashboards, and they're doing the same thing search results do; owners are often set to 'nobody', but if you go into the ticket, the real owner is shown. Since dashboards and searches use the same display, or seem to, I'm not surprised. But seeing that reminded me that this is still a problem we'd like to get fixed if possible. As I mentioned before, I've made no changes to the search results pages, and the problem appears to be when the owner is set via our script to auto-assign the requestor as the owner. The owner is set correctly if you view the ticket, but not if that ticket appears in a search results page. Thanks. On Fri, Nov 18, 2016 at 9:18 AM, Alex Hall wrote: > We always leave it at the default. I did a search for "queue:technology", > and here's the format it uses: > > '__id__ > /TITLE:#', > '__ > Subject__/TITLE:Subject', > Status, > QueueName, > Owner, > Priority, > '__NEWLINE__', > '__NBSP__', > '__Requestors__', > '__CreatedRelative__', > '__ToldRelative__', > '__LastUpdatedRelative__', > '__TimeLeft__' > > On Fri, Nov 18, 2016 at 9:03 AM, Sinapius, Vinzenz < > Vinzenz.Sinapius at tracetronic.de> wrote: > >> Hi Alex, >> >> >> >> What is the Format-String of your search? (It?s under the advanced tab, >> when you edit the search) >> >> >> >> The scrip looks fine. >> >> >> >> Cheers, >> >> Vinzenz >> >> Vinzenz Sinapius >> Information Technology | Informationstechnik >> >> *trace**tronic* GmbH >> Stuttgarter Str. 3 >> 01189 DRESDEN >> GERMANY >> >> Phone: +49 351 205768-167 >> Fax: +49 351 205768-999 >> E-mail: vinzenz.sinapius at tracetronic.de >> >> Head Office | Hauptsitz: Stuttgarter Str. 3, 01189 DRESDEN, GERMANY >> Managing Directors | Gesch?ftsf?hrer: Dr.-Ing. Rocco Deutschmann, >> Dr.-Ing. Peter Str?hle >> Registration Court | Registergericht: Amtsgericht Dresden, HRB 23 086 >> >> >> >> *Von:* rt-users [mailto:rt-users-bounces at lists.bestpractical.com] *Im >> Auftrag von *Alex Hall >> *Gesendet:* Freitag, 18. November 2016 14:29 >> *An:* rt-users >> *Betreff:* [rt-users] Owner not showing in search results? >> >> >> >> Hi all, >> >> We have an odd problem. I've put a script in place that sets the >> requestor of a ticket to be its owner, and that works perfectly when >> viewing a ticket--the owner is shown as the requestor. The problem is that >> search results show most tickets as being owned by nobody, but if you click >> a ticket, you see the owner has actually been set as expected. It's just >> search results that don't want to show the owner. >> >> I found this script on the Wiki, and don't know enough about RT's >> internals to say if it does everything it should. Does anyone see any >> possible problems with it that would cause the issue with search results? >> >> >> # get actor ID >> my $Actor = $self->TransactionObj->Creator; >> #if actor is RT_SystemUser then get out of here >> return 1 if $Actor == $RT::SystemUser->id; >> #prevents a ticket being assigned to an unprivileged user, comment out if >> you want this >> return 1 unless $self->TransactionObj->CreatorObj->Privileged; >> #get out unless ticket owner is nobody >> return 1 unless $self->TicketObj->Owner == $RT::Nobody->id; >> #try to change owner >> $RT::Logger->info("Auto assign ticket #". $self->TicketObj->id ." to user >> #". $Actor ); >> my ($status, $msg) = $self->TicketObj->_Set(Field => 'Owner', Value => >> $Actor, RecordTransaction => 0); >> unless( $status ) { >> $RT::Logger->error( "Impossible to assign the ticket to $Actor: $msg" >> ); >> return undef; >> } >> >> return 1; >> >> >> -- >> >> Alex Hall >> >> Automatic Distributors, IT department >> >> ahall at autodist.com >> >> --------- >> RT 4.4 and RTIR training sessions, and a new workshop day! >> https://bestpractical.com/training >> * Los Angeles - January 9-11 2017 >> > > > > -- > Alex Hall > Automatic Distributors, IT department > ahall at autodist.com > -- Alex Hall Automatic Distributors, IT department ahall at autodist.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From ktm at rice.edu Mon Nov 28 11:18:19 2016 From: ktm at rice.edu (Kenneth Marshall) Date: Mon, 28 Nov 2016 10:18:19 -0600 Subject: [rt-users] Owner not showing in search results? In-Reply-To: References:

Message-ID: <20161128161819.GX6455@aart.rice.edu> Hi Alex, You do not record your transaction in your scrip. That means that the system does not know that a change has been made and to invalidate the caches. You will either need to record it or live with the result. Regards, Ken On Mon, Nov 28, 2016 at 11:12:00AM -0500, Alex Hall wrote: > >> my ($status, $msg) = $self->TicketObj->_Set(Field => 'Owner', Value => > >> $Actor, RecordTransaction => 0); This should be 1, not 0 to record the transaction and that should flush the cached info. From ahall at autodist.com Mon Nov 28 11:32:36 2016 From: ahall at autodist.com (Alex Hall) Date: Mon, 28 Nov 2016 11:32:36 -0500 Subject: [rt-users] Owner not showing in search results? In-Reply-To: <20161128161819.GX6455@aart.rice.edu> References:

<20161128161819.GX6455@aart.rice.edu> Message-ID: Thanks, I didn't know that would happen. I did that to suppress the email notification; we want users notified if their tickets change owners, but only if that change is NOT from "nobody" to themselves. I just updated the script to record the transaction. It worked, because I got the email I wanted suppressed, and the owner still changed. Oddly, "nobody" is still the owner when I search for my ticket, though. Should I flush a cache or something? Mason cache wouldn't have anything to do with this, would it? > On Nov 28, 2016, at 11:18, Kenneth Marshall wrote: > > Hi Alex, > > You do not record your transaction in your scrip. That means that the > system does not know that a change has been made and to invalidate the > caches. You will either need to record it or live with the result. > > Regards, > Ken > > On Mon, Nov 28, 2016 at 11:12:00AM -0500, Alex Hall wrote: >>>> my ($status, $msg) = $self->TicketObj->_Set(Field => 'Owner', Value => >>>> $Actor, RecordTransaction => 0); > > This should be 1, not 0 to record the transaction and that should flush > the cached info. > From ktm at rice.edu Mon Nov 28 11:41:42 2016 From: ktm at rice.edu (Kenneth Marshall) Date: Mon, 28 Nov 2016 10:41:42 -0600 Subject: [rt-users] Owner not showing in search results? In-Reply-To: References:

<20161128161819.GX6455@aart.rice.edu> Message-ID: <20161128164142.GZ6455@aart.rice.edu> On Mon, Nov 28, 2016 at 11:32:36AM -0500, Alex Hall wrote: > Thanks, I didn't know that would happen. I did that to suppress the email notification; we want users notified if their tickets change owners, but only if that change is NOT from "nobody" to themselves. > > I just updated the script to record the transaction. It worked, because I got the email I wanted suppressed, and the owner still changed. Oddly, "nobody" is still the owner when I search for my ticket, though. Should I flush a cache or something? Mason cache wouldn't have anything to do with this, would it? Hi Alex, Well, that is not what I would have expected to happen. I do not know enough about the DB queries that are being run to generate the search results. Probably, my next step would be to look at the actual query and see where the incorrect results are being produced. I am not much help because we use PostgreSQL as the DB and not MySQL. Sorry, I cannot be of more assistance. Regards, Ken From Horst.Kriegers at loro.ch Tue Nov 29 02:30:43 2016 From: Horst.Kriegers at loro.ch (Kriegers Horst) Date: Tue, 29 Nov 2016 07:30:43 +0000 Subject: [rt-users] Modifying some contents in History In-Reply-To: <20161128160916.GV6455@aart.rice.edu> References: <49BFBF371580BE4A921A738E1E1C95C51E9FEC8E@BSDAG01.office.loro.swiss> <20161128153315.GT6455@aart.rice.edu> <49BFBF371580BE4A921A738E1E1C95C51EA00148@BSDAG01.office.loro.swiss> <20161128160916.GV6455@aart.rice.edu> Message-ID: <49BFBF371580BE4A921A738E1E1C95C51EA003E9@BSDAG01.office.loro.swiss> Hi Ken, Thanks for your reply. It's works like a charm :) Regards, Horst > -----Message d'origine----- > De : Kenneth Marshall [mailto:ktm at rice.edu] > Envoy? : lundi 28 novembre 2016 17:09 > ? : Kriegers Horst > Cc : ML - rt-users > Objet : Re: [rt-users] Modifying some contents in History > > On Mon, Nov 28, 2016 at 03:43:01PM +0000, Kriegers Horst wrote: > > Hi, > > > > Thanks for your reply. > > I know this is the easiest way, but it is not acceptable in our case > > > > Regards, > > Horst > > Hi Horst, > > When the shredder runs, it generates a SQL file to reconstitute the deleted item > when run. You could run shredder and then edit the SQL file to obfuscate the > needed items. Then run the resulting file to re-add the now cleaned up item back > into the system. > > Regards, > Ken ________________________________ Note Importante: Le contenu de ce courriel est uniquement r?serv? ? la personne ou l'organisme ? qui il est destin?. Si vous n'?tes pas le destinataire pr?vu, veuillez nous en informer au plus vite et d?truire le pr?sent courriel. Dans ce cas, il ne vous est pas permis de copier ce courriel, de le distribuer ou de l'utiliser de quelque mani?re que ce soit. ________________________________ Important Notice: The content of this e-mail is intended only and solely for the use of the named recipient or organization. If you are not the named recipient, please inform us immediately and delete the present e-mail. In this case, you are not allowed to copy, distribute or use this e-mail in any way. ________________________________ From rraineyjay at gmail.com Tue Nov 29 05:09:17 2016 From: rraineyjay at gmail.com (Lorraine Johnson) Date: Tue, 29 Nov 2016 10:09:17 +0000 Subject: [rt-users] Emails as tickets Message-ID: Hello all, Please my rt queues are are receiving emails as if it is a mailing list. Any Idea how I can go about it? thank you -------------- next part -------------- An HTML attachment was scrubbed... URL: From jborissr at gmail.com Tue Nov 29 14:51:05 2016 From: jborissr at gmail.com (john boris) Date: Tue, 29 Nov 2016 14:51:05 -0500 Subject: [rt-users] Looking for users of RT 4.4 that use the Asset feature Message-ID: Good Day, My department is looking to replace our current Ticket/asset management system. I have been using RT on a small basis to handle my own Support requests and used the Asset Management add on (pre 4.4). Our current system used to have an agent that would populate the data set for us but lacked some of the info we needed. We were at the mercy of the company to add features. I am hoping we can roll our own Powershell script to gather the info we need and with some other tweaks we can roll our own.My question to the list is if anyone is using RT 4.4 with the Asset Management feature and would like to share their experience with it. I am putting together the proposal to use RT for this replacement. As a ticket system I think it is an easy sell but the Asset portion is my tough sell. Anyone who wants to reply can reply off list unless it you feel it is relevant to stay on the list. I will post what happens when completed (albeit that might not be for a month or so). TIA -- John J. Boris, Sr. -------------- next part -------------- An HTML attachment was scrubbed... URL: From chrisis at bosberaad.com Tue Nov 29 13:50:57 2016 From: chrisis at bosberaad.com (chrisis) Date: Tue, 29 Nov 2016 11:50:57 -0700 (MST) Subject: [rt-users] Looking for users of RT 4.4 that use the Asset feature In-Reply-To: References: Message-ID: <1480445457116-63074.post@n7.nabble.com> We use the Asset feature, having migrated to it from SYSAID. I assume your powershell script will be used to build a CSV of all your assets. You'll be able to import this CSV directly into Assets in RT. There is a plugin to make this super easy: http://search.cpan.org/~bps/RT-Extension-Assets-Import-CSV-2.1/lib/RT/Extension/Assets/Import/CSV.pm You will obviously need to do some planning and configuration up front to ensure your specific Asset database has the Custom Fields you need, and you'll want to configure your assets catalog lifecycle(s) just like you would have configured your RT queue lifecycles. The only tricky thing we are facing at the moment is adding an asset to a ticket. By default it is easy adding a ticket to an asset (basically: open the asset, click "Create Linked Ticket" from Actions) but there isn't a default set up for linking an asset to an existing ticket. Well, there is, but the searchable text entry requires you to know the asset number in order to add it, which isn't too useful. But imo this is a solveable problem, I'll post when I have figured it out. Other than that do you have any specific questions about Assets in RT? -- View this message in context: http://requesttracker.8502.n7.nabble.com/Looking-for-users-of-RT-4-4-that-use-the-Asset-feature-tp63073p63074.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From jborissr at gmail.com Tue Nov 29 15:32:37 2016 From: jborissr at gmail.com (john boris) Date: Tue, 29 Nov 2016 15:32:37 -0500 Subject: [rt-users] Looking for users of RT 4.4 that use the Asset feature In-Reply-To: <4703BF7E-E9CC-43C5-89A8-C2DC88585183@cornell.edu> References: <4703BF7E-E9CC-43C5-89A8-C2DC88585183@cornell.edu> Message-ID: Chris, Thanks for the quick reply. I am leaning toward using the service tag (we are a 90% Dell Shop) as an index or searchable field since it will be unique. I understand about duplicates. What we have now is not workable On Tue, Nov 29, 2016 at 3:14 PM, Chris Manly wrote: > I?ve been starting to work with Assets. It?s not as rich or fully-baked > as the ticketing side of things, but it gets the job done for me. You?ll > definitely want 4.4.1, because there?s a bug in 4.4.0 where you can?t > search for assets associated with a person and actually find them. > > > > I?ve done .csv loads of assets. If you?ve got a custom field that has a > unique key (like an asset tag #) it works well to avoid creating > duplicates. If you lack that? well, let?s just say I had a lot of cleanup > to do. > > > > -- > > Christopher Manly > > Coordinator, Library Systems > > Cornell University Library Information Technologies > > cam2 at cornell.edu > > 607-255-3344 > > > > > > *From: *rt-users on behalf of > john boris > *Date: *Tuesday, November 29, 2016 at 2:51 PM > *To: *"rt-users at lists.bestpractical.com" > > *Subject: *[rt-users] Looking for users of RT 4.4 that use the Asset > feature > > > > Good Day, > > My department is looking to replace our current Ticket/asset management > system. I have been using RT on a small basis to handle my own Support > requests and used the Asset Management add on (pre 4.4). Our current system > used to have an agent that would populate the data set for us but lacked > some of the info we needed. We were at the mercy of the company to add > features. > > > > I am hoping we can roll our own Powershell script to gather the info we > need and with some other tweaks we can roll our own.My question to the list > is if anyone is using RT 4.4 with the Asset Management feature and would > like to share their experience with it. I am putting together the proposal > to use RT for this replacement. As a ticket system I think it is an easy > sell but the Asset portion is my tough sell. > > > > Anyone who wants to reply can reply off list unless it you feel it is > relevant to stay on the list. I will post what happens when completed > (albeit that might not be for a month or so). > > > > TIA > > > > -- > > John J. Boris, Sr. > > > -- John J. Boris, Sr. -------------- next part -------------- An HTML attachment was scrubbed... URL: From jvdwege at xs4all.nl Tue Nov 29 15:36:45 2016 From: jvdwege at xs4all.nl (Joop) Date: Tue, 29 Nov 2016 21:36:45 +0100 Subject: [rt-users] Looking for users of RT 4.4 that use the Asset feature In-Reply-To: References: Message-ID: <583DE6DD.3030208@xs4all.nl> On 29-11-2016 20:51, john boris wrote: > Good Day, > My department is looking to replace our current Ticket/asset > management system. I have been using RT on a small basis to handle my > own Support requests and used the Asset Management add on (pre 4.4). > Our current system used to have an agent that would populate the data > set for us but lacked some of the info we needed. We were at the mercy > of the company to add features. > > I am hoping we can roll our own Powershell script to gather the info > we need and with some other tweaks we can roll our own.My question to > the list is if anyone is using RT 4.4 with the Asset Management > feature and would like to share their experience with it. I am putting > together the proposal to use RT for this replacement. As a ticket > system I think it is an easy sell but the Asset portion is my tough sell. > > Anyone who wants to reply can reply off list unless it you feel it is > relevant to stay on the list. I will post what happens when completed > (albeit that might not be for a month or so). > I'm/We're using RT-4.4 with Assets which is migrated from the 3trd party Assets extension and use it quite extensively. As mentioned in the other reply linking assets from tickets is more tricky than the other way around. We haven't had time to enhance that. Joop From jborissr at gmail.com Tue Nov 29 15:38:21 2016 From: jborissr at gmail.com (john boris) Date: Tue, 29 Nov 2016 15:38:21 -0500 Subject: [rt-users] Looking for users of RT 4.4 that use the Asset feature In-Reply-To: <1480445457116-63074.post@n7.nabble.com> References: <1480445457116-63074.post@n7.nabble.com> Message-ID: Thanks for the quick response. I am basically seeking that the asset feature is worth the move to RT. As much as I know about RT I think we (our department) can roll our own automated scripts to get info and keep it updated.The one we use now can't get warranty information and I am hoping I can get Dell to cooperate and allow us to grab the warranty info directly using the service tag number. Then we could update the fields when we do our initial loads. Right ow we have not been using the system we have correctly as it is not easy. It is School Dude and they just changed the way they gather asset info which made their product unusable for us. They said we are two big. (17 High Schools and Central Office) On Tue, Nov 29, 2016 at 1:50 PM, chrisis wrote: > We use the Asset feature, having migrated to it from SYSAID. > > I assume your powershell script will be used to build a CSV of all your > assets. You'll be able to import this CSV directly into Assets in RT. There > is a plugin to make this super easy: > http://search.cpan.org/~bps/RT-Extension-Assets-Import- > CSV-2.1/lib/RT/Extension/Assets/Import/CSV.pm > > You will obviously need to do some planning and configuration up front to > ensure your specific Asset database has the Custom Fields you need, and > you'll want to configure your assets catalog lifecycle(s) just like you > would have configured your RT queue lifecycles. > > The only tricky thing we are facing at the moment is adding an asset to a > ticket. By default it is easy adding a ticket to an asset (basically: open > the asset, click "Create Linked Ticket" from Actions) but there isn't a > default set up for linking an asset to an existing ticket. Well, there is, > but the searchable text entry requires you to know the asset number in > order > to add it, which isn't too useful. But imo this is a solveable problem, > I'll > post when I have figured it out. > > Other than that do you have any specific questions about Assets in RT? > > > > -- > View this message in context: http://requesttracker.8502.n7. > nabble.com/Looking-for-users-of-RT-4-4-that-use-the-Asset- > feature-tp63073p63074.html > Sent from the Request Tracker - User mailing list archive at Nabble.com. > --------- > RT 4.4 and RTIR training sessions, and a new workshop day! > https://bestpractical.com/training > * Los Angeles - January 9-11 2017 > -- John J. Boris, Sr. -------------- next part -------------- An HTML attachment was scrubbed... URL: From jborissr at gmail.com Tue Nov 29 15:38:58 2016 From: jborissr at gmail.com (john boris) Date: Tue, 29 Nov 2016 15:38:58 -0500 Subject: [rt-users] Looking for users of RT 4.4 that use the Asset feature In-Reply-To: <583DE6DD.3030208@xs4all.nl> References: <583DE6DD.3030208@xs4all.nl> Message-ID: Thanks. That does help me. On Tue, Nov 29, 2016 at 3:36 PM, Joop wrote: > On 29-11-2016 20:51, john boris wrote: > > Good Day, > > My department is looking to replace our current Ticket/asset > > management system. I have been using RT on a small basis to handle my > > own Support requests and used the Asset Management add on (pre 4.4). > > Our current system used to have an agent that would populate the data > > set for us but lacked some of the info we needed. We were at the mercy > > of the company to add features. > > > > I am hoping we can roll our own Powershell script to gather the info > > we need and with some other tweaks we can roll our own.My question to > > the list is if anyone is using RT 4.4 with the Asset Management > > feature and would like to share their experience with it. I am putting > > together the proposal to use RT for this replacement. As a ticket > > system I think it is an easy sell but the Asset portion is my tough sell. > > > > Anyone who wants to reply can reply off list unless it you feel it is > > relevant to stay on the list. I will post what happens when completed > > (albeit that might not be for a month or so). > > > I'm/We're using RT-4.4 with Assets which is migrated from the 3trd party > Assets extension and use it quite extensively. As mentioned in the other > reply linking assets from tickets is more tricky than the other way > around. We haven't had time to enhance that. > > Joop > > > > --------- > RT 4.4 and RTIR training sessions, and a new workshop day! > https://bestpractical.com/training > * Los Angeles - January 9-11 2017 > -- John J. Boris, Sr. -------------- next part -------------- An HTML attachment was scrubbed... URL: From cam2 at cornell.edu Tue Nov 29 15:14:08 2016 From: cam2 at cornell.edu (Chris Manly) Date: Tue, 29 Nov 2016 20:14:08 +0000 Subject: [rt-users] Looking for users of RT 4.4 that use the Asset feature In-Reply-To: References: Message-ID: <4703BF7E-E9CC-43C5-89A8-C2DC88585183@cornell.edu> I?ve been starting to work with Assets. It?s not as rich or fully-baked as the ticketing side of things, but it gets the job done for me. You?ll definitely want 4.4.1, because there?s a bug in 4.4.0 where you can?t search for assets associated with a person and actually find them. I?ve done .csv loads of assets. If you?ve got a custom field that has a unique key (like an asset tag #) it works well to avoid creating duplicates. If you lack that? well, let?s just say I had a lot of cleanup to do. -- Christopher Manly Coordinator, Library Systems Cornell University Library Information Technologies cam2 at cornell.edu 607-255-3344 From: rt-users on behalf of john boris Date: Tuesday, November 29, 2016 at 2:51 PM To: "rt-users at lists.bestpractical.com" Subject: [rt-users] Looking for users of RT 4.4 that use the Asset feature Good Day, My department is looking to replace our current Ticket/asset management system. I have been using RT on a small basis to handle my own Support requests and used the Asset Management add on (pre 4.4). Our current system used to have an agent that would populate the data set for us but lacked some of the info we needed. We were at the mercy of the company to add features. I am hoping we can roll our own Powershell script to gather the info we need and with some other tweaks we can roll our own.My question to the list is if anyone is using RT 4.4 with the Asset Management feature and would like to share their experience with it. I am putting together the proposal to use RT for this replacement. As a ticket system I think it is an easy sell but the Asset portion is my tough sell. Anyone who wants to reply can reply off list unless it you feel it is relevant to stay on the list. I will post what happens when completed (albeit that might not be for a month or so). TIA -- John J. Boris, Sr. -------------- next part -------------- An HTML attachment was scrubbed... URL: From darin at darins.net Tue Nov 29 16:36:58 2016 From: darin at darins.net (Darin Perusich) Date: Tue, 29 Nov 2016 16:36:58 -0500 Subject: [rt-users] Looking for users of RT 4.4 that use the Asset feature In-Reply-To: References: Message-ID: Sadly I'm no longer using RT, however at my previous employer my team was using to for IT Support, numerous software development project, and asset management. I was using the Puppet configuration management system and integrated it with Assets-Import-CSV to automate adding and updating of computers as they were provisioned in the environment. This allowed for further integration with RT::Extension::Nagios to associate system issues with your assets, which provides a rich history of issues for systems. IMO it's a natural fit if you're already using RT for tracking issues and helpdesk requests, it allows you to keep all that information in a single repository. -- Later, Darin On Tue, Nov 29, 2016 at 2:51 PM, john boris wrote: > Good Day, > My department is looking to replace our current Ticket/asset management > system. I have been using RT on a small basis to handle my own Support > requests and used the Asset Management add on (pre 4.4). Our current system > used to have an agent that would populate the data set for us but lacked > some of the info we needed. We were at the mercy of the company to add > features. > > I am hoping we can roll our own Powershell script to gather the info we need > and with some other tweaks we can roll our own.My question to the list is if > anyone is using RT 4.4 with the Asset Management feature and would like to > share their experience with it. I am putting together the proposal to use RT > for this replacement. As a ticket system I think it is an easy sell but the > Asset portion is my tough sell. > > Anyone who wants to reply can reply off list unless it you feel it is > relevant to stay on the list. I will post what happens when completed > (albeit that might not be for a month or so). > > TIA > > -- > John J. Boris, Sr. > > > --------- > RT 4.4 and RTIR training sessions, and a new workshop day! > https://bestpractical.com/training > * Los Angeles - January 9-11 2017 From jborissr at gmail.com Tue Nov 29 16:50:48 2016 From: jborissr at gmail.com (john boris) Date: Tue, 29 Nov 2016 21:50:48 +0000 Subject: [rt-users] Looking for users of RT 4.4 that use the Asset feature In-Reply-To: References: Message-ID: Darin Thank you. That helps back up what I have been thinking rt could do On Tue, Nov 29, 2016 at 4:36 PM Darin Perusich wrote: > Sadly I'm no longer using RT, however at my previous employer my team > was using to for IT Support, numerous software development project, > and asset management. I was using the Puppet configuration management > system and integrated it with Assets-Import-CSV to automate adding and > updating of computers as they were provisioned in the environment. > This allowed for further integration with RT::Extension::Nagios to > associate system issues with your assets, which provides a rich > history of issues for systems. > > IMO it's a natural fit if you're already using RT for tracking issues > and helpdesk requests, it allows you to keep all that information in a > single repository. > -- > Later, > Darin > > > On Tue, Nov 29, 2016 at 2:51 PM, john boris wrote: > > Good Day, > > My department is looking to replace our current Ticket/asset management > > system. I have been using RT on a small basis to handle my own Support > > requests and used the Asset Management add on (pre 4.4). Our current > system > > used to have an agent that would populate the data set for us but lacked > > some of the info we needed. We were at the mercy of the company to add > > features. > > > > I am hoping we can roll our own Powershell script to gather the info we > need > > and with some other tweaks we can roll our own.My question to the list > is if > > anyone is using RT 4.4 with the Asset Management feature and would like > to > > share their experience with it. I am putting together the proposal to > use RT > > for this replacement. As a ticket system I think it is an easy sell but > the > > Asset portion is my tough sell. > > > > Anyone who wants to reply can reply off list unless it you feel it is > > relevant to stay on the list. I will post what happens when completed > > (albeit that might not be for a month or so). > > > > TIA > > > > -- > > John J. Boris, Sr. > > > > > > --------- > > RT 4.4 and RTIR training sessions, and a new workshop day! > > https://bestpractical.com/training > > * Los Angeles - January 9-11 2017 > -------------- next part -------------- An HTML attachment was scrubbed... URL: From aaron at backblaze.com Tue Nov 29 18:39:43 2016 From: aaron at backblaze.com (Aaron McCormack) Date: Tue, 29 Nov 2016 15:39:43 -0800 Subject: [rt-users] Looking for users of RT 4.4 that use the Asset feature In-Reply-To: <1480445457116-63074.post@n7.nabble.com> References: <1480445457116-63074.post@n7.nabble.com> Message-ID: <8563EB7E-E0A7-4E98-B35E-0136F8B06AC4@backblaze.com> That is how I do it too, via a bash script collecting details and uploading a CSV when systems boot, then having a cron job import them to RT via the RT-Extension-Assets-Import-CSV extension. However, I am on 4.2 using the Best Practical Assets Extension, not 4.4 with native assets. > Well, there is, > but the searchable text entry requires you to know the asset number in order > to add it, which isn't too useful. But imo this is a solveable problem, I'll > post when I have figured it out. To search for adding assets (not sure if it works on 4.4), I use a hack from http://lists.bestpractical.com/pipermail/rt-users/2014-June/083691.html However, I encourage my team to go to the asset first and create a linked ticket from there as best practice. Aaron > On Nov 29, 2016, at 10:50 AM, chrisis wrote: > > We use the Asset feature, having migrated to it from SYSAID. > > I assume your powershell script will be used to build a CSV of all your > assets. You'll be able to import this CSV directly into Assets in RT. There > is a plugin to make this super easy: > http://search.cpan.org/~bps/RT-Extension-Assets-Import-CSV-2.1/lib/RT/Extension/Assets/Import/CSV.pm > > You will obviously need to do some planning and configuration up front to > ensure your specific Asset database has the Custom Fields you need, and > you'll want to configure your assets catalog lifecycle(s) just like you > would have configured your RT queue lifecycles. > > The only tricky thing we are facing at the moment is adding an asset to a > ticket. By default it is easy adding a ticket to an asset (basically: open > the asset, click "Create Linked Ticket" from Actions) but there isn't a > default set up for linking an asset to an existing ticket. Well, there is, > but the searchable text entry requires you to know the asset number in order > to add it, which isn't too useful. But imo this is a solveable problem, I'll > post when I have figured it out. > > Other than that do you have any specific questions about Assets in RT? > > > > -- > View this message in context: http://requesttracker.8502.n7.nabble.com/Looking-for-users-of-RT-4-4-that-use-the-Asset-feature-tp63073p63074.html > Sent from the Request Tracker - User mailing list archive at Nabble.com. > --------- > RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training > * Los Angeles - January 9-11 2017 -------------- next part -------------- An HTML attachment was scrubbed... URL: From elacour at easter-eggs.com Wed Nov 30 03:40:37 2016 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Wed, 30 Nov 2016 09:40:37 +0100 Subject: [rt-users] Looking for users of RT 4.4 that use the Asset feature In-Reply-To: References: Message-ID: <2ab53d21-2d4f-dc87-7938-2831efd2d613@easter-eggs.com> We have a customer using it: as of now 9522 assets (computers, screen, ...) are in the database. Imported from an old system (home made script pulling from the Oracle database, using RT API) and manual csv import when needed (using custom script). 568 privileged users, 6128 unprivileged users, 161367 tickets. Works fine, with as usual small customisation (callbacks, patches and scrips). As others already told, linking assets to existing ticket is not easy, but we are looking at producting a patch to autocomplete on assets for example. Also, would be nice to make a gateway to get assets from fusion inventory ... We also have also another small RT instance using Assets for hardware and contracts (hardware linked to groups that are customers, contracts linked to hrdwares). -- 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 ahall at autodist.com Wed Nov 30 09:05:04 2016 From: ahall at autodist.com (Alex Hall) Date: Wed, 30 Nov 2016 09:05:04 -0500 Subject: [rt-users] Custom fields in saved searches Message-ID: Hi all, We have one global custom field, 'type', and several other custom fields that only apply to one queue. When we make a saved search for our sales reps so they can see tickets that apply to the customers they manage, we can't include any custom fields in the criteria or display except 'type'. I know this is because the other fields aren't global, but how do we get RT to include these fields? These reps all have access to the queue to which the fields belong, so I'm not sure why they (the fields) won't show up anywhere in the search builder interface. I can't even write them in, although given how many different ways there seem to be to write in a CF, I could just be doing it wrong. Thanks for any suggestions. -- Alex Hall Automatic Distributors, IT department ahall at autodist.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From aixenv at gmail.com Wed Nov 30 09:11:50 2016 From: aixenv at gmail.com (aixenv) Date: Wed, 30 Nov 2016 09:11:50 -0500 Subject: [rt-users] issue with 4.2.10 to 4.4.1 upgrade Message-ID: Hello, I had no apparent issues with upgrade and db upgrade all that went w/o errors. I went over the entire RT_Config.,pm file compared to my v 4.2.10 file and made the necessary changes. When i try and login i get: [17419] [Wed Nov 30 13:53:27 2016] [error]: Undefined subroutine &RT::Interface::Web::RequestENV called at /opt/rt4/sbin/../lib/RT/CurrentUser.pm line 226. Stack: [/opt/rt4/sbin/../lib/RT/CurrentUser.pm:226] [/opt/rt4/sbin/../lib/RT/CurrentUser.pm:245] [/opt/rt4/sbin/../local/lib/RT/Interface/Web.pm:2037] [/opt/rt4/share/html/Elements/Login:49] [/opt/rt4/share/html/NoAuth/Login.html:56] [/opt/rt4/sbin/../local/lib/RT/Interface/Web.pm:351] [/opt/rt4/share/html/autohandler:53] (/opt/rt4/sbin/../lib/RT/Interface/Web/Handler.pm:208) line 226 is about Language Handle, which references * RT::Interface::Web::RequestENV* *=head2 LanguageHandle* *...* * } elsif ($HTML::Mason::Commands::m) {* * # Detect from the HTTP header.* * require I18N::LangTags::Detect;* * push @_, I18N::LangTags::Detect->http_accept_langs(* * RT::Interface::Web::RequestENV('HTTP_ACCEPT_LANGUAGE')* * );* * }* ... I verified my server doesnt seem to respond properly for RT module # perl -e "use RT::Interface::Web::RequestENV" Can't locate RT/Interface/Web/RequestENV.pm in @INC (@INC contains: /etc/perl /usr/local/lib/perl/5.14.2 /usr/local/share/perl/5.14.2 /usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.14 /usr/share/perl/5.14 /usr/local/lib/site_perl .) at -e line 1. BEGIN failed--compilation aborted at -e line 1. # perl -e "use RT::CurrentUser" Can't locate RT/CurrentUser.pm in @INC (@INC contains: /etc/perl /usr/local/lib/perl/5.14.2 /usr/local/share/perl/5.14.2 /usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.14 /usr/share/perl/5.14 /usr/local/lib/site_perl .) at -e line 1. BEGIN failed--compilation aborted at -e line 1. I figure this has to be part of the issue. I am at a loss as to what to do, thanks for any help -------------- next part -------------- An HTML attachment was scrubbed... URL: From mzagrabe at d.umn.edu Wed Nov 30 09:16:43 2016 From: mzagrabe at d.umn.edu (Matt Zagrabelny) Date: Wed, 30 Nov 2016 08:16:43 -0600 Subject: [rt-users] Custom fields in saved searches In-Reply-To: References: Message-ID: Hi Alex, On Wed, Nov 30, 2016 at 8:05 AM, Alex Hall wrote: > Hi all, > We have one global custom field, 'type', and several other custom fields > that only apply to one queue. When we make a saved search for our sales reps > so they can see tickets that apply to the customers they manage, we can't > include any custom fields in the criteria or display except 'type'. I know > this is because the other fields aren't global, but how do we get RT to > include these fields? These reps all have access to the queue to which the > fields belong, so I'm not sure why they (the fields) won't show up anywhere > in the search builder interface. I can't even write them in, although given > how many different ways there seem to be to write in a CF, I could just be > doing it wrong. Thanks for any suggestions. The per-queue CFs will show up, in the Search Builder interface, once you restrict your query to that queue - ie. add a Queue is "Blah" predicate. -m From ahall at autodist.com Wed Nov 30 10:46:48 2016 From: ahall at autodist.com (Alex Hall) Date: Wed, 30 Nov 2016 10:46:48 -0500 Subject: [rt-users] simple search not finding words in subjects? Message-ID: Hi all, My boss said he couldn't find a ticket that he thought he should be able to find. He was searching a customer name, let's say Custname. I thought at first the problem was that the ticket was resolved, but I was wrong. The problem appears to be that simple search is looking for "content like "searchTerm"". When I changed it to "subject like "searchTerm"", the ticket in question came right up. I guess I need to set simple search to look for "content like "searchTerm" OR subject like "searchTerm"". But I see no way to customize the simple search query in the configuration options. Is this possible? If so, what's the recommended way? In case it matters, we do have full text indexing on. RT4.4.1 on Debian 8. Thanks! -- Alex Hall Automatic Distributors, IT department ahall at autodist.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From mzagrabe at d.umn.edu Wed Nov 30 10:56:25 2016 From: mzagrabe at d.umn.edu (Matt Zagrabelny) Date: Wed, 30 Nov 2016 09:56:25 -0600 Subject: [rt-users] simple search not finding words in subjects? In-Reply-To: References: Message-ID: On Wed, Nov 30, 2016 at 9:46 AM, Alex Hall wrote: > Hi all, > My boss said he couldn't find a ticket that he thought he should be able to > find. He was searching a customer name, let's say Custname. I thought at > first the problem was that the ticket was resolved, but I was wrong. > > The problem appears to be that simple search is looking for "content like > "searchTerm"". When I changed it to "subject like "searchTerm"", the ticket > in question came right up. > > I guess I need to set simple search to look for "content like "searchTerm" > OR subject like "searchTerm"". But I see no way to customize the simple > search query in the configuration options. Is this possible? Yes. If so, what's > the recommended way? Use a callback. In fact, use this one: Search/Simple.html/ModifyQuery I don't see us using this callback in our current RT installation, but here is the contents of our callback for our legacy (3.8) install. It doesn't do what you are asking about, but it should give you a feel for the callback. cat /usr/local/share/request-tracker3.8/plugins/RT-Site-UMN-Duluth/html/Callbacks/RT-Site-UMN-Duluth/Search/Simple.html/ModifyQuery <%INIT> my %statuses; if (RT->Config->Get("ActiveStatus")) { %statuses = map { $_ => 1 } RT->Config->Get("ActiveStatus"); # Put active statuses into our hash } if (RT->Config->Get("InactiveStatus")) { %statuses = (map({ $_ => 1 } RT->Config->Get("InactiveStatus")), %statuses); # Put inactive statuses into our hash } my $all_statuses = join "|", keys %statuses; delete $statuses{rejected}; delete $statuses{deleted}; my $statuses_we_care_about = join " ", keys %statuses; # if 'query' does not have a status word in the query or is not strictly a number # then prepend some statuses to the query if ($$query !~ /\b(?:$all_statuses)\b|^\s*\d+\s*$/i ) { $$query = "$statuses_we_care_about $$query"; } <%ARGS> $query => undef -m From aixenv at gmail.com Wed Nov 30 13:13:34 2016 From: aixenv at gmail.com (aixenv) Date: Wed, 30 Nov 2016 13:13:34 -0500 Subject: [rt-users] 4.4.1 - cant call method roles on an undefined value Message-ID: just upgraded from 4.2.10 to 4.4.1 when i click on jumbo for a ticket i see the following: [3014] [Wed Nov 30 18:08:55 2016] [notice]: More than 50 possible Owners found for Queue 3; switching to autocompleter. See the $AutocompleteOwners configuration option (/opt/rt4/local/html/Elements/SelectOwnerDropdown:91) [3014] [Wed Nov 30 18:08:59 2016] [notice]: More than 50 possible Owners found for Ticket 252543; switching to autocompleter. See the $AutocompleteOwners configuration option (/opt/rt4/local/html/Elements/SelectOwnerDropdown:91) [3014] [Wed Nov 30 18:09:04 2016] [error]: Can't call method "Roles" on an undefined value at /opt/rt4/share/html/Elements/SelectWatcherType line 67. The dealbreaker here is obviously the error. I get this with no roles defined and then i created 1 "default staff role" and assigned it as a watcher to the default queue and get the same error any ideas? -------------- next part -------------- An HTML attachment was scrubbed... URL: