From raphael.mouneyres at sagemcom.com  Fri Apr  1 05:02:54 2011
From: raphael.mouneyres at sagemcom.com (=?ISO-8859-1?Q?Rapha=EBl_MOUNEYRES?=)
Date: Fri, 1 Apr 2011 11:02:54 +0200
Subject: [rt-users] changing priorities "on the fly"
Message-ID: <30855_1301648577_4D9594C1_30855_14_5_OF7A5FC89A.A944A27B-ONC1257865.002E8515-C1257865.0031B44E@sagemcom.com>

Hello,
on a RT3.8.8

We're using Dashboards with tickets order by priorities to see current 
actions.
During meetings we want to change priorities of displayed tickets.
to achieve this we need to : click on the ticket name, go to essential 
view, change priority, validate, and finally clisk a shortcut to the 
dashboard.
this is not very user friendly

What we would like is to be able to change priorities while in the 
dashboard view.
  Either by drag'n'drop (ideal but many UI coding seems necessary)
  or having the priorities being combobxes (drop down list)
  or having +/- buttons next to the priority number
  or having http links in custom fields launching a scrip to update the 
priority (like an Up arrow, and a Down arrow)

the only solution i found is to have the priority number clickable to the 
modify.html page, wich save a few clicks

i tried adding a custom field style combobox to the tickets but the 
dashboard still display the actual value not the combobox.
>> maybe it is possible to modify the ColumnMap to show the combobox 
instead of the value ?

The other solution i'm considering is in the "ticket search" engine
when adding a column to display we can choose a Format:Relation with 
standard transactions actions, and resulting in something like :
'<a 
href="__WebPath__/Ticket/Update.html?Action=Respond&amp;id=__id__">__QueueName__</a>'
>> Would it be possible to start a custom Scrip action when clicking the 
link instead of a web page ?
>> or maybe a custom html page ?

Does anyone has made something similar working, with any of these or 
another solution ?

dependeing on your answer, i may add this to the wishlist.

thank you,

Rapha?l

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informer l'exp?diteur et de supprimer imm?diatement de votre syst?me
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From gerard at eve-team.com  Fri Apr  1 05:09:32 2011
From: gerard at eve-team.com (Gerard FENELON)
Date: Fri, 01 Apr 2011 11:09:32 +0200
Subject: [rt-users] changing priorities "on the fly"
In-Reply-To: <30855_1301648577_4D9594C1_30855_14_5_OF7A5FC89A.A944A27B-ONC1257865.002E8515-C1257865.0031B44E@sagemcom.com>
References: <30855_1301648577_4D9594C1_30855_14_5_OF7A5FC89A.A944A27B-ONC1257865.002E8515-C1257865.0031B44E@sagemcom.com>
Message-ID: <4D95964C.4020506@eve-team.com>

In your place, I would look at how Bookmarks work.
Gerard

On 2011-04-01 11:02, Rapha?l MOUNEYRES wrote:
>
> Hello,
> on a RT3.8.8
>
> We're using Dashboards with tickets order by priorities to see current 
> actions.
> During meetings we want to change priorities of displayed tickets.
> to achieve this we need to : click on the ticket name, go to essential 
> view, change priority, validate, and finally clisk a shortcut to the 
> dashboard.
> this is not very user friendly
>
> What we would like is to be able to change priorities while in the 
> dashboard view.
>   Either by drag'n'drop (ideal but many UI coding seems necessary)
>   or having the priorities being combobxes (drop down list)
>   or having +/- buttons next to the priority number
>   or having http links in custom fields launching a scrip to update 
> the priority (like an Up arrow, and a Down arrow)
>
> the only solution i found is to have the priority number clickable to 
> the modify.html page, wich save a few clicks
>
> i tried adding a custom field style combobox to the tickets but the 
> dashboard still display the actual value not the combobox.
> >> maybe it is possible to modify the ColumnMap to show the combobox 
> instead of the value ?
>
> The other solution i'm considering is in the "ticket search" engine
> when adding a column to display we can choose a Format:Relation with 
> standard transactions actions, and resulting in something like :
> '<a 
> href="__WebPath__/Ticket/Update.html?Action=Respond&amp;id=__id__">__QueueName__</a>'
> >> Would it be possible to start a custom Scrip action when clicking 
> the link instead of a web page ?
> >> or maybe a custom html page ?
>
> Does anyone has made something similar working, with any of these or 
> another solution ?
>
> dependeing on your answer, i may add this to the wishlist.
>
> thank you,
>
> Rapha?l 
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From Raed.El-Hames at daisygroupplc.com  Fri Apr  1 05:19:11 2011
From: Raed.El-Hames at daisygroupplc.com (Raed El-Hames)
Date: Fri, 1 Apr 2011 09:19:11 +0000
Subject: [rt-users] recurring requests
In-Reply-To: <2B3D699B434F1F49B73F97861B5FD544590A5DC7@Mail-DB-1.letnet.net>
References: <2B3D699B434F1F49B73F97861B5FD544590A5DC7@Mail-DB-1.letnet.net>
Message-ID: <892593C9CA8E25458C440A63DDC6774D01471FE0@DG-HEXMBX02.daisy.group>

Mark:

Have a look at rt-crontool , I think it may help you.

Roy

From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Roedel, Mark
Sent: 31 March 2011 21:45
To: rt-users at bestpractical.com
Subject: [rt-users] recurring requests

Obviously it's pretty simple to write a script against the REST API and launch it from a cron job, but has anybody done anything that's more end-user facing to allow for the setup of recurring tickets for periodic maintenance and the like?
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From adisan82 at gmail.com  Fri Apr  1 05:46:08 2011
From: adisan82 at gmail.com (Adrian Stel)
Date: Fri, 1 Apr 2011 11:46:08 +0200
Subject: [rt-users] How to add additional e-mail address
Message-ID: <AANLkTinuhceQoZcZi4G4_hXM4RtbcA=p6nZ5uy_2Rj0D@mail.gmail.com>

Hi All,



how to add additional e-mail address, when I submitt ticket
notification are sent only to private e-mail address I would like to
send copy this e-mail to another address.





-- 
Best Regards
Adrian Stelmaszyk


From robert.wysocki at contium.pl  Fri Apr  1 06:29:37 2011
From: robert.wysocki at contium.pl (Robert Wysocki)
Date: Fri, 01 Apr 2011 12:29:37 +0200
Subject: [rt-users] Set Transaction CustomField from My Day tool
Message-ID: <1301653777.2079.5.camel@rmwysocki>

Hi there, 

I would like to set Transaction CustomField values from the My Day tool.
I've got to the point, where I have the Transaction CF's in the My Day
template, I've even figured out how to associate Ticket ID with the CF
(by the means of NamePrefix).

But I'm stuck with setting the value entered by user. I've tried to use
ProcessObjectCustomFieldValues, but it requires Transaction ID to be
present in the name of the input field (and I've got
Object-RT::Transaction--CustomField-<CFID>-Value there instead of
Object-RT::Transaction-<TransID>-CustomField-<CFID>-Value).

What am I missing?

Thanks in advance,
-- 
Robert



From ktm at rice.edu  Fri Apr  1 08:52:35 2011
From: ktm at rice.edu (Kenneth Marshall)
Date: Fri, 1 Apr 2011 07:52:35 -0500
Subject: [rt-users] How do I submit a ticket in behalf of a user?
In-Reply-To: <4D953784.5010406@bestpractical.com>
References: <4D953381.3000700@biz.phisl.net>
	<4D953784.5010406@bestpractical.com>
Message-ID: <20110401125235.GS26726@aart.is.rice.edu>

On Thu, Mar 31, 2011 at 10:25:08PM -0400, Thomas Sibley wrote:
> On 31 Mar 2011 22:08, Rocel M. Lacida wrote:
> > Hello All,
> > Good Day!
> > 
> > It's my first to post a mail to the mailing list so  bear with me. First
> > I am previous user of other ticketing system (Accord Trellis) and I have
> > many problems about it and upon searching on the net about  what is best
> > ticketing system out there I found RT and it really meet my
> > requirements. Been using RT for only a couple of weeks and honestly it
> > was awesome. Though I stumble some difficulties at first it was solve
> > upon searching on the web where lots of solutions are provided. Now the
> > only hindrance right now is this,Sorry  to ask this question though I
> > think there is an easy to answer for this I just don't know where to
> > find it. In my prevoius ticketing system there is a functionality that
> > someone can post a ticket in behalf of that user.Where I can find it on
> > RT? Is there any equivalent functionality that I could duplicate? Hope
> > you could help me about this. Sorry for the long introduction.
> 
> Glad to hear you're enjoying RT.  To create a ticket on behalf of a
> user, just put their email address in the Requestor field when creating
> a ticket via the web.
> 
> Cheers,
> Thomas
> 

You can also use the CommandByMail extension to set the requestor
via Email.

Cheers,
Ken


From jhp at jhprins.org  Fri Apr  1 10:03:15 2011
From: jhp at jhprins.org (Jan Hugo Prins)
Date: Fri, 01 Apr 2011 16:03:15 +0200
Subject: [rt-users] Create tickets on mails without creating a real user
	record.
Message-ID: <4D95DB23.5000006@jhprins.org>

Hello,

I have a question. We are trying to setup RT for our business and it is
progressing rather good, except for one thing.

When someone outside or our support organisation send a mail to the noc
helpdesk address I want the RT system to create a ticket, registering
the email adres and the name of this user in the ticket and put the
ticket in some incoming queue. For the rest, I don't want to create a
user for this ticket. Is this possible?

Jan Hugo Prins



From falcone at bestpractical.com  Fri Apr  1 10:05:25 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Fri, 1 Apr 2011 10:05:25 -0400
Subject: [rt-users] Create tickets on mails without creating a real user
 record.
In-Reply-To: <4D95DB23.5000006@jhprins.org>
References: <4D95DB23.5000006@jhprins.org>
Message-ID: <20110401140525.GO3198@jibsheet.com>

On Fri, Apr 01, 2011 at 04:03:15PM +0200, Jan Hugo Prins wrote:
> I have a question. We are trying to setup RT for our business and it is
> progressing rather good, except for one thing.
> 
> When someone outside or our support organisation send a mail to the noc
> helpdesk address I want the RT system to create a ticket, registering
> the email adres and the name of this user in the ticket and put the
> ticket in some incoming queue. For the rest, I don't want to create a
> user for this ticket. Is this possible?

RT creates a user record for any email address associated with a
ticket.  That is a fundamental part of how RT works.

Why are you concerned about this?

-kevin
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From lois.bennett at channing.harvard.edu  Fri Apr  1 11:30:24 2011
From: lois.bennett at channing.harvard.edu (Lois Bennett)
Date: Fri, 1 Apr 2011 11:30:24 -0400
Subject: [rt-users] Running into problem upgrading 3.6.0 -> 3.8.9
Message-ID: <AANLkTi=ju9mHebMaPAhs==w5Y13OOVGghgbH+br5miw1@mail.gmail.com>

Hello,

I am upgrading and moving RT to a new Linux server form an old Solaris
server  and I am running into a problem with moving the database.
The  UPGRADING.mysql document says to:  " Backup RT's database. Use
--default-character-set=binary if mysql server is 4.1 or newer. Test
that you can restore from this backup."

old mysql --version
mysql  Ver 14.7 Distrib 4.1.20, for sun-solaris2.9 (sparc) using readline 5.1
new mysql  --version
mysql  Ver 14.12 Distrib 5.0.81, for unknown-linux-gnu (x86_64) using
readline 5.2

But it fails when I attempt to restore the database on the new server.
 It was able to restore the  dump I made without the
--default-character-set=binary option.

The error I get  in trying to restore the database on the new server is:
root # mysql -p < /var/tmp/rt3.sql
Enter password:
PAGER set to stdout
PAGER set to stdout
PAGER set to stdout
PAGER set to stdout
PAGER set to stdout
PAGER set to stdout
PAGER set to stdout
PAGER set to stdout
PAGER set to stdout
ERROR 1064 (42000) at line 395: You have an error in your SQL syntax;
check the manual that corresponds to your MySQL server version for the
right syntax to use near 's Office). I was wondering if Jacques or>
someone could come down and help me se' at line 1

This appears to be in the section  of the dump of the Attachments.

So do I need to use the -default-character-set=binary option?  Maybe I
need to dump some tables separately?

Thanks for  any help you can provide.

Peace,
Lois


-- 
Lois Bennett, MSEE
Senior System Administrator
Channing Laboratory
Brigham & Women's Hospital
A Teaching Affiliate of
Harvard Medical School and
Harvard School of Public Health


From kfcrocker at lbl.gov  Fri Apr  1 12:21:38 2011
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Fri, 1 Apr 2011 09:21:38 -0700
Subject: [rt-users] How to add additional e-mail address
In-Reply-To: <AANLkTinuhceQoZcZi4G4_hXM4RtbcA=p6nZ5uy_2Rj0D@mail.gmail.com>
References: <AANLkTinuhceQoZcZi4G4_hXM4RtbcA=p6nZ5uy_2Rj0D@mail.gmail.com>
Message-ID: <AANLkTi=57STMjvCfhs-BJrrGwTHaiTq2jzRkKvMj5wDH@mail.gmail.com>

Adrian,

I'm not real clear on what it is you're asking; do you want RT to
automatically send a "Cc" to someone? Do you want your original email to RT
to be copied to someone?

If the first is true, RT will send a copy to anyone listed as a "Cc Watcher"
for the Queue, provided you have a notification scrip to do so. OR, you can
configure RT to automatically add any "Cc" from an incoming email to be a
"Cc" on the ticket that is created, OR you can write a scrip to that on a
Queue by Queue basis (we did the last).

Kenn
LBNL

On Fri, Apr 1, 2011 at 2:46 AM, Adrian Stel <adisan82 at gmail.com> wrote:

> Hi All,
>
>
>
> how to add additional e-mail address, when I submitt ticket
> notification are sent only to private e-mail address I would like to
> send copy this e-mail to another address.
>
>
>
>
>
> --
> Best Regards
> Adrian Stelmaszyk
>
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From MarkRoedel at letu.edu  Fri Apr  1 14:57:22 2011
From: MarkRoedel at letu.edu (Roedel, Mark)
Date: Fri, 1 Apr 2011 18:57:22 +0000
Subject: [rt-users] recurring requests
In-Reply-To: <892593C9CA8E25458C440A63DDC6774D01471FE0@DG-HEXMBX02.daisy.group>
References: <2B3D699B434F1F49B73F97861B5FD544590A5DC7@Mail-DB-1.letnet.net>
	<892593C9CA8E25458C440A63DDC6774D01471FE0@DG-HEXMBX02.daisy.group>
Message-ID: <2B3D699B434F1F49B73F97861B5FD544590A8C42@Mail-DB-1.letnet.net>

Well, that's a bit simpler than the script (which, as I said, was already pretty simple) - but at least the way we operate it's still an admin task.  What I'm dreaming of is an addition to the web UI, similar to the dashboard subscription interface, that would allow an RT user to configure the scheduling info and some basic ticket data.  Guess that's something to add to my ever-expanding list of things to work on...



From: Raed El-Hames [mailto:Raed.El-Hames at daisygroupplc.com]
Sent: Friday, April 01, 2011 4:19 AM
To: Roedel, Mark; rt-users at bestpractical.com
Subject: RE: recurring requests

Mark:

Have a look at rt-crontool , I think it may help you.

Roy

From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Roedel, Mark
Sent: 31 March 2011 21:45
To: rt-users at bestpractical.com
Subject: [rt-users] recurring requests

Obviously it's pretty simple to write a script against the REST API and launch it from a cron job, but has anybody done anything that's more end-user facing to allow for the setup of recurring tickets for periodic maintenance and the like?
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From jeffrey_lee at harvard.edu  Fri Apr  1 16:16:15 2011
From: jeffrey_lee at harvard.edu (Lee, Jeffrey)
Date: Fri, 1 Apr 2011 16:16:15 -0400
Subject: [rt-users] RT 3.8.8 no attachments over 1mb
Message-ID: <1792577DCB731446AA4D874F1342736E3085D1DC@FASXCH02.fasmail.priv>

Hi all,

I have an instance of 3.8.8 running and any attachment over 1mb does not seem to show up in any of the tickets.

Any advice would be greatly appreciated.

Best,

Jeff
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From ruz at bestpractical.com  Fri Apr  1 16:36:04 2011
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Sat, 2 Apr 2011 00:36:04 +0400
Subject: [rt-users] RT 3.8.8 no attachments over 1mb
In-Reply-To: <1792577DCB731446AA4D874F1342736E3085D1DC@FASXCH02.fasmail.priv>
References: <1792577DCB731446AA4D874F1342736E3085D1DC@FASXCH02.fasmail.priv>
Message-ID: <AANLkTikB54DAx0mdpuO_h5C2i+s7507wR0ma=J+L0FDo@mail.gmail.com>

Read FAQ on the wiki.
http://requesttracker.wikia.com/wiki/FAQ#Attachments

On Sat, Apr 2, 2011 at 12:16 AM, Lee, Jeffrey <jeffrey_lee at harvard.edu> wrote:
> Hi all,
>
>
>
> I have an instance of 3.8.8 running and any attachment over 1mb does not
> seem to show up in any of the tickets.
>
>
>
> Any advice would be greatly appreciated.
>
>
>
> Best,
>
>
>
> Jeff



-- 
Best regards, Ruslan.


From jhp at jhprins.org  Fri Apr  1 17:12:13 2011
From: jhp at jhprins.org (Jan Hugo Prins)
Date: Fri, 01 Apr 2011 23:12:13 +0200
Subject: [rt-users] Create tickets on mails without creating a real user
 record.
In-Reply-To: <20110401140525.GO3198@jibsheet.com>
References: <4D95DB23.5000006@jhprins.org> <20110401140525.GO3198@jibsheet.com>
Message-ID: <4D963FAD.4070909@jhprins.org>

On 04/01/2011 04:05 PM, Kevin Falcone wrote:
> RT creates a user record for any email address associated with a
> ticket.  That is a fundamental part of how RT works.
>
> Why are you concerned about this?
Well, it's not that I'm concerned about it, but we were wandering about
this during our tests on how to get RT working with creating new
external users, while also allowing users authenticate that have a LDAP
account. This doesn't seem to work the way it is supposed to work, at
least not yet, and then we thought, can we accept tickets without
creating the account. Besides that, when your RT installation starts
receiving spam mail, then you can end up with an enormous user database,
so allowing external users to autocreate an account is not really an
option I think.

Jan Hugo



From ktm at rice.edu  Fri Apr  1 17:16:26 2011
From: ktm at rice.edu (Kenneth Marshall)
Date: Fri, 1 Apr 2011 16:16:26 -0500
Subject: [rt-users] Create tickets on mails without creating a real	user
	record.
In-Reply-To: <4D963FAD.4070909@jhprins.org>
References: <4D95DB23.5000006@jhprins.org> <20110401140525.GO3198@jibsheet.com>
	<4D963FAD.4070909@jhprins.org>
Message-ID: <20110401211626.GE26726@aart.is.rice.edu>

On Fri, Apr 01, 2011 at 11:12:13PM +0200, Jan Hugo Prins wrote:
> On 04/01/2011 04:05 PM, Kevin Falcone wrote:
> > RT creates a user record for any email address associated with a
> > ticket.  That is a fundamental part of how RT works.
> >
> > Why are you concerned about this?
> Well, it's not that I'm concerned about it, but we were wandering about
> this during our tests on how to get RT working with creating new
> external users, while also allowing users authenticate that have a LDAP
> account. This doesn't seem to work the way it is supposed to work, at
> least not yet, and then we thought, can we accept tickets without
> creating the account. Besides that, when your RT installation starts
> receiving spam mail, then you can end up with an enormous user database,
> so allowing external users to autocreate an account is not really an
> option I think.
> 
> Jan Hugo
> 

Putting a reasonable SPAM filter in front of RT greatly minimizes
this problem. We pass all non-authenticated (remote) users through
DSPAM and let the quarantine catch the spam. Authenticated mail
senders zoom right in.

Cheers,
Ken
> 


From falcone at bestpractical.com  Fri Apr  1 17:52:49 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Fri, 1 Apr 2011 17:52:49 -0400
Subject: [rt-users] Create tickets on mails without creating a real user
 record.
In-Reply-To: <4D963FAD.4070909@jhprins.org>
References: <4D95DB23.5000006@jhprins.org> <20110401140525.GO3198@jibsheet.com>
	<4D963FAD.4070909@jhprins.org>
Message-ID: <20110401215249.GP3198@jibsheet.com>

On Fri, Apr 01, 2011 at 11:12:13PM +0200, Jan Hugo Prins wrote:
> On 04/01/2011 04:05 PM, Kevin Falcone wrote:
> > RT creates a user record for any email address associated with a
> > ticket.  That is a fundamental part of how RT works.
> >
> > Why are you concerned about this?
> Well, it's not that I'm concerned about it, but we were wandering about
> this during our tests on how to get RT working with creating new
> external users, while also allowing users authenticate that have a LDAP
> account. This doesn't seem to work the way it is supposed to work, at

You've not said how you're doing your LDAP at all, or provided config
details, so it is hard to comment.

> least not yet, and then we thought, can we accept tickets without
> creating the account. Besides that, when your RT installation starts
> receiving spam mail, then you can end up with an enormous user database,
> so allowing external users to autocreate an account is not really an
> option I think.

Users can often end up being a large table, but that isn't generally a
problem provided you're not granting large bunches of rights to
Unprivileged or giving folks passwords automatically.

I routinely deal with 500K users tables without real issues.

-kevin
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From donald.gourley at gmail.com  Fri Apr  1 18:35:53 2011
From: donald.gourley at gmail.com (Don Gourley)
Date: Fri, 1 Apr 2011 18:35:53 -0400
Subject: [rt-users] How do I submit a ticket in behalf of a user?
Message-ID: <AANLkTikLVb8RVy2dMdeyfQSscE0YqS4xxSLdMbnL_NTp@mail.gmail.com>

If the user's email isn't found, a user is created.  I have a custom
template used for the OnCreate AutoReply to Requestors scrip which
sets the username and real name based on the format that I know our
users' emails has. This works when a user first submits a ticket via
email, but doesn't work if I submit a ticket on behalf of the user. It
appears that the condition for no password and not priviliged is not
true.

Is there a way for me to identify when a new user is created when a
ticket is submitted on a user's behalf by putting their email in the
requestor field?

thanks, Don

> Message: 1
> Date: Thu, 31 Mar 2011 22:25:08 -0400
> From: Thomas Sibley <trs at bestpractical.com>
> To: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] How do I submit a ticket in behalf of a user?
> Message-ID: <4D953784.5010406 at bestpractical.com>
> Content-Type: text/plain; charset=UTF-8
>
> On 31 Mar 2011 22:08, Rocel M. Lacida wrote:
>> Hello All,
>> Good Day!
>>
>> It's my first to post a mail to the mailing list so ?bear with me. First
>> I am previous user of other ticketing system (Accord Trellis) and I have
>> many problems about it and upon searching on the net about ?what is best
>> ticketing system out there I found RT and it really meet my
>> requirements. Been using RT for only a couple of weeks and honestly it
>> was awesome. Though I stumble some difficulties at first it was solve
>> upon searching on the web where lots of solutions are provided. Now the
>> only hindrance right now is this,Sorry ?to ask this question though I
>> think there is an easy to answer for this I just don't know where to
>> find it. In my prevoius ticketing system there is a functionality that
>> someone can post a ticket in behalf of that user.Where I can find it on
>> RT? Is there any equivalent functionality that I could duplicate? Hope
>> you could help me about this. Sorry for the long introduction.
>
> Glad to hear you're enjoying RT. ?To create a ticket on behalf of a
> user, just put their email address in the Requestor field when creating
> a ticket via the web.
>
> Cheers,
> Thomas
>
>>
>> Regards,
>> Rocel


From adam at electricembers.net  Fri Apr  1 18:53:41 2011
From: adam at electricembers.net (Adam Bernstein)
Date: Fri, 01 Apr 2011 15:53:41 -0700
Subject: [rt-users] QuickSearch has broken links for some users
Message-ID: <4D965775.6010606@electricembers.net>

Sorry to resurrect an old thread, but did Ed make any progress on this? 
  Because we're having the same trouble, after changing the URL at which 
RT is addressed on our system: We have three users, and one of us sees 
everything fine, while the other two see the old URL appearing in ticket 
links under the QuickSearch listings (and only there).

The only difference we've been able to find so far in the database is 
that the two affected users were initially auto-created upon ticket 
creation (many years, many tickets, and many RT versions ago), while the 
other was not.  New users are not affected.  But none of us have any 
custom Search Options configured in the location referred to by Kevin 
below -- we've never touched those things, never gotten to that level of 
RT-fu.

This is RT 3.8.8.  Any help greatly appreciated.

     adam

On Tue, Feb 16, 2010 at 11:51:31AM -0500, Ed Santora wrote:
 > Hello,
 >
 > I recently moved our RT instance from a base hostname to a subdirectory
 > (i.e. from http://www.example.com/ to http://www.example.com/rt/)
 >
 > Myself and a few users have updated our SavedSearches to account for that
 > change and it works fine. As does almost everything else. However, 
for some
 > users, when they click the Queue link from the QuickSearch box all the
 > tickets displayed have links without the ending "/rt".
 >
 > This was a fresh install of the files, Mason cache has been cleared 
and the
 > web server restarted. Only the database was carried over.
 >
 > This behavior is only seen with a handful of users. I am unable to figure
 > out why the links are correct for some users and not others. Any ideas on
 > where to start looking for the cause?

Check if these users have a custom Format under Preferences -> Search
options with id or Name and an invalid Link item

-kevin


From kurt at OpenLDAP.org  Fri Apr  1 22:06:19 2011
From: kurt at OpenLDAP.org (Kurt Zeilenga)
Date: Fri, 1 Apr 2011 19:06:19 -0700
Subject: [rt-users] Avoiding backscatter & enabling self help
Message-ID: <7C15A8B7-0B56-43C8-9978-868AA4574EE8@openldap.org>

We've been experimenting with RT this week at OpenLDAP.org for servicing various "help" and "contact" by email services... info at opendlap.org, webmaster at openldap.org, etc.   We have a general policy here at OpenLDAP.org to avoid email auto-responders, so as not to contribute to the backscatter problem.  But we also like "self help" services.

We presently have the 'On Create Autoreply To Requestors' scrip disabled.

I see there is a suggestion in the Wiki article <http://requesttracker.wikia.com/wiki/AutogeneratedPassword> for generating passwords on first create (from email) from the user, and including this in the autoreply on create message.  I'm wondering if I might apply this patch to the response ticket so that on response to a user without a password will cause a password to be generated.  That would provide some "self help" opportunities to the user.  Any thoughts on how best to do this?

For all other possible emails to the requestor, never send if the password hasn't ever been set.  Any thoughts on how to accomplish this?

Again, what we want is to never send an email to a requestor without a human generating a correspondence to that requestor (and hence setting up their password).  Until then, we want to assume the email had a forged from address.  Am I on the right track above?  or is there a better way to setup RT to behave in this manner?

FYI, I'm using RT 3.8.9 on FreeBSD 7-stable.

-- Kurt



From odhiambo at gmail.com  Sat Apr  2 00:28:52 2011
From: odhiambo at gmail.com (Odhiambo Washington)
Date: Sat, 2 Apr 2011 07:28:52 +0300
Subject: [rt-users] Avoiding backscatter & enabling self help
In-Reply-To: <7C15A8B7-0B56-43C8-9978-868AA4574EE8@openldap.org>
References: <7C15A8B7-0B56-43C8-9978-868AA4574EE8@openldap.org>
Message-ID: <BANLkTinc7sXNmeFfK8=70YuDyrv-6w1aFw@mail.gmail.com>

On Sat, Apr 2, 2011 at 05:06, Kurt Zeilenga <kurt at openldap.org> wrote:

> We've been experimenting with RT this week at OpenLDAP.org for servicing
> various "help" and "contact" by email services... info at opendlap.org,
> webmaster at openldap.org, etc.   We have a general policy here at
> OpenLDAP.org to avoid email auto-responders, so as not to contribute to the
> backscatter problem.  But we also like "self help" services.
>
> We presently have the 'On Create Autoreply To Requestors' scrip disabled.
>
> I see there is a suggestion in the Wiki article <
> http://requesttracker.wikia.com/wiki/AutogeneratedPassword> for generating
> passwords on first create (from email) from the user, and including this in
> the autoreply on create message.  I'm wondering if I might apply this patch
> to the response ticket so that on response to a user without a password will
> cause a password to be generated.  That would provide some "self help"
> opportunities to the user.  Any thoughts on how best to do this?
>
> For all other possible emails to the requestor, never send if the password
> hasn't ever been set.  Any thoughts on how to accomplish this?
>

Without even reading the Wiki, what I recall off the top of my head is that
you need to replace the default Autoreply Template with the one  from the
Wiki. After that, you need to enable the scrip you disabled. This will have
your desired action.

Again, what we want is to never send an email to a requestor without a human
> generating a correspondence to that requestor (and hence setting up their
> password).  Until then, we want to assume the email had a forged from
> address.  Am I on the right track above?  or is there a better way to setup
> RT to behave in this manner?
>
> In that case, I believe you want full human intervention on creating users
and assigning them passwords. In that case, there is no need for using a
scrip. That is not the way I know RT to work. "Until then, we want to assume
the email had a forged from address" - makes me wonder how the human will
verify that the e-mail address is legit. Perhaps you need some custom
condition that will send out a mail to the address, with a url with captcha,
let the recipient follow the captcha... scratch that. I think what you need
is a "customized registration" page somewhere, which uses captcha, submits
the details to a custom script that then injects the details into RT and
generates a response to the registrant with their password, and details on
how to track their request via your RT.



-- 
Best regards,
Odhiambo WASHINGTON,
Nairobi,KE
+254733744121/+254722743223
_ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _
Damn!!
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From kurt at OpenLDAP.org  Sat Apr  2 01:42:19 2011
From: kurt at OpenLDAP.org (Kurt Zeilenga)
Date: Fri, 1 Apr 2011 22:42:19 -0700
Subject: [rt-users] Avoiding backscatter & enabling self help
In-Reply-To: <BANLkTinc7sXNmeFfK8=70YuDyrv-6w1aFw@mail.gmail.com>
References: <7C15A8B7-0B56-43C8-9978-868AA4574EE8@openldap.org>
	<BANLkTinc7sXNmeFfK8=70YuDyrv-6w1aFw@mail.gmail.com>
Message-ID: <6B4CC908-1FE3-4795-A34C-4427084381B2@openldap.org>

Thanks for you comments, they got me thinking a deeper into our problem.

On Apr 1, 2011, at 9:28 PM, Odhiambo Washington wrote:

> 
> 
> On Sat, Apr 2, 2011 at 05:06, Kurt Zeilenga <kurt at openldap.org> wrote:
> We've been experimenting with RT this week at OpenLDAP.org for servicing various "help" and "contact" by email services... info at opendlap.org, webmaster at openldap.org, etc.   We have a general policy here at OpenLDAP.org to avoid email auto-responders, so as not to contribute to the backscatter problem.  But we also like "self help" services.
> 
> We presently have the 'On Create Autoreply To Requestors' scrip disabled.
> 
> I see there is a suggestion in the Wiki article <http://requesttracker.wikia.com/wiki/AutogeneratedPassword> for generating passwords on first create (from email) from the user, and including this in the autoreply on create message.  I'm wondering if I might apply this patch to the response ticket so that on response to a user without a password will cause a password to be generated.  That would provide some "self help" opportunities to the user.  Any thoughts on how best to do this?
> 
> For all other possible emails to the requestor, never send if the password hasn't ever been set.  Any thoughts on how to accomplish this?
> 
> Without even reading the Wiki, what I recall off the top of my head is that you need to replace the default Autoreply Template with the one  from the Wiki. After that, you need to enable the scrip you disabled. This will have your desired action.

Unfortunately that's not an option for us as it would cause us to generate backscatter.

I note that preventing backscatter, especially backscatter to those we have no relationship with, is more importance to us than enabling self help.

> Again, what we want is to never send an email to a requestor without a human generating a correspondence to that requestor (and hence setting up their password).  Until then, we want to assume the email had a forged from address.  Am I on the right track above?  or is there a better way to setup RT to behave in this manner?
> 
> In that case, I believe you want full human intervention on creating users and assigning them passwords. In that case, there is no need for using a scrip. That is not the way I know RT to work.

The problem here is the number of steps.  We really don't want to have the owner doing anything more than they normally would do, just respond to the ticket they just took.

> "Until then, we want to assume the email had a forged from address" - makes me wonder how the human will verify that the e-mail address is legit.

Well, the human is not really checking the email address but the ticket as a whole.  If the ticket doesn't look legit, then it our assumption that the requestor is not legit for this ticket.  We expect our ticket handlers to use the 'Report Spam' extension to mark it as Spam.

Now if the ticket is legit, we then respond to it.

I was initially think not to send any automated mail to a requestor without a password until a human has manually responded.  But now I'm thinking it would be even better to generally not send any automated mail to requestor/CCs until a human a human has manually responded.

This could be implemented, I'm thinking, using flag on the ticket, which would be false until responded to by a human, to enable/disable automated email to the requestor/CCs.

> I think what you need is a "customized registration" page somewhere, which uses captcha, submits the details to a custom script that then injects the details into RT and generates a response to the registrant with their password, and details on how to track their request via your RT.

We're using RT to handle events we expect to be initiated via email.  We have no expectation that the requestor would attempt to look at the website before submitting their initial email.  The first email they'll get from us will be the manually generated ticket in response to their initial email.  Our initial correspondence seems like the appropriate place to include any web access information, including providing any necessary credentials.

> 
> 
> 
> -- 
> Best regards,
> Odhiambo WASHINGTON,
> Nairobi,KE
> +254733744121/+254722743223
> _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ 
> Damn!!
> 



From kirby at umbc.edu  Sat Apr  2 08:11:44 2011
From: kirby at umbc.edu (Joe Kirby)
Date: Sat, 2 Apr 2011 08:11:44 -0400
Subject: [rt-users] Question Concerning Custom Fields
Message-ID: <EA07364E-5A34-4EA4-AAD2-573ABA29B041@umbc.edu>

I am on RT 3.8.7

I have a situation where I would like to have a queue setup for  
CreateTicket for UnPrivileged users with SeeQueue only available to  
Privileged Users in a certain Group

This allows me to provide a url to different areas for placement on  
their departmental web page for help in their area without making it  
visible to the whole campus via the New Ticket option in the RT left  
hand navigation for Self Service users

This actually works very well however I recently ran into a snag.

One of these queues has a custom field associated with it and without  
the SeeQueue attribute Unprivileged Users are unable to see the Custom  
Field.

I have the Custom Field setup for Everyone to See and Modify it.

Does anyone have a suggestion on how to get the custom field visible  
to this group without the SeeQueue attribute?

I am hoping there is another setting I have missed that will allow this

Any help is greatly appreciated

Thanks in advance

Joe


Joe Kirby , Assistant Vice President, Business Systems
Division of Information Technology (DoIT)
Support Response - http://www.umbc.edu/oit
Administration 627
Office - 410-455-3020
Email - kirby at umbc.edu



From francesco.tordini at unimib.it  Mon Apr  4 05:37:45 2011
From: francesco.tordini at unimib.it (Francesco Tordini)
Date: Mon, 04 Apr 2011 11:37:45 +0200
Subject: [rt-users] Again on wrong RT UI date displayed
Message-ID: <4D999169.7070505@unimib.it>

Hi,

excuse me for my previous posts (i was unable to reply correctly to the list because yet in digest mode... ).

I checked again, and my system configuration (Redhat 5.6 64bit) is correct.

For the timezone, my /etc/sysconfig/clock reports:

# The timezone of the system is defined by the contents of /etc/localtime.
ZONE="Europe/Rome"
UTC=true
ARC=false

RT timezone configured in RT_SiteConfig.pm:

Set($Timezone , 'Europe/Rome');

Perl command 

/usr/bin/perl -MDate::Format -le'@a=localtime; print strftime("%a %b %e %H:%M:%S %Y %z", at a)'

does:

"Mon Apr  4 11:26:49 2011 +0200"

which is the correct date for my system, but RT Web UI is showing wrong date:

Date Format: "Use system default (Mon Apr 04 09:26:52 2011)".

Where i'm wrong?

Thank you very much






-- 
Francesco Tordini

Ufficio servizi di rete
Sistemi Informativi - http://www.si.unimib.it
Universit? degli Studi Milano - Bicocca
Via Cozzi, 53
20125 Milano - Italy

francesco.tordini at unimib.it
phone   +39 0264485522
fax     +39 0264485550



From falcone at bestpractical.com  Mon Apr  4 09:11:42 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Mon, 4 Apr 2011 09:11:42 -0400
Subject: [rt-users] How do I submit a ticket in behalf of a user?
In-Reply-To: <AANLkTikLVb8RVy2dMdeyfQSscE0YqS4xxSLdMbnL_NTp@mail.gmail.com>
References: <AANLkTikLVb8RVy2dMdeyfQSscE0YqS4xxSLdMbnL_NTp@mail.gmail.com>
Message-ID: <20110404131142.GQ3198@jibsheet.com>

On Fri, Apr 01, 2011 at 06:35:53PM -0400, Don Gourley wrote:
> If the user's email isn't found, a user is created.  I have a custom
> template used for the OnCreate AutoReply to Requestors scrip which
> sets the username and real name based on the format that I know our
> users' emails has. This works when a user first submits a ticket via
> email, but doesn't work if I submit a ticket on behalf of the user. It
> appears that the condition for no password and not priviliged is not
> true.

It's really hard to comment without seeing the code
You can also use $RT::Logger->error() to tell what part is failing

-kevin

> Is there a way for me to identify when a new user is created when a
> ticket is submitted on a user's behalf by putting their email in the
> requestor field?
> 
> thanks, Don
> 
> > Message: 1
> > Date: Thu, 31 Mar 2011 22:25:08 -0400
> > From: Thomas Sibley <trs at bestpractical.com>
> > To: rt-users at lists.bestpractical.com
> > Subject: Re: [rt-users] How do I submit a ticket in behalf of a user?
> > Message-ID: <4D953784.5010406 at bestpractical.com>
> > Content-Type: text/plain; charset=UTF-8
> >
> > On 31 Mar 2011 22:08, Rocel M. Lacida wrote:
> >> Hello All,
> >> Good Day!
> >>
> >> It's my first to post a mail to the mailing list so ?bear with me. First
> >> I am previous user of other ticketing system (Accord Trellis) and I have
> >> many problems about it and upon searching on the net about ?what is best
> >> ticketing system out there I found RT and it really meet my
> >> requirements. Been using RT for only a couple of weeks and honestly it
> >> was awesome. Though I stumble some difficulties at first it was solve
> >> upon searching on the web where lots of solutions are provided. Now the
> >> only hindrance right now is this,Sorry ?to ask this question though I
> >> think there is an easy to answer for this I just don't know where to
> >> find it. In my prevoius ticketing system there is a functionality that
> >> someone can post a ticket in behalf of that user.Where I can find it on
> >> RT? Is there any equivalent functionality that I could duplicate? Hope
> >> you could help me about this. Sorry for the long introduction.
> >
> > Glad to hear you're enjoying RT. ?To create a ticket on behalf of a
> > user, just put their email address in the Requestor field when creating
> > a ticket via the web.
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From falcone at bestpractical.com  Mon Apr  4 09:38:19 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Mon, 4 Apr 2011 09:38:19 -0400
Subject: [rt-users] QuickSearch has broken links for some users
In-Reply-To: <4D965775.6010606@electricembers.net>
References: <4D965775.6010606@electricembers.net>
Message-ID: <20110404133819.GR3198@jibsheet.com>

On Fri, Apr 01, 2011 at 03:53:41PM -0700, Adam Bernstein wrote:
> Sorry to resurrect an old thread, but did Ed make any progress on
> this?  Because we're having the same trouble, after changing the URL
> at which RT is addressed on our system: We have three users, and one
> of us sees everything fine, while the other two see the old URL
> appearing in ticket links under the QuickSearch listings (and only
> there).

I have no idea if Ed fixed it, but those links are generated by either
the preference I referenced or the global DefaultSearchResultFormat or
a local customization, so those are the places to look.

-kevin

> The only difference we've been able to find so far in the database
> is that the two affected users were initially auto-created upon
> ticket creation (many years, many tickets, and many RT versions
> ago), while the other was not.  New users are not affected.  But
> none of us have any custom Search Options configured in the location
> referred to by Kevin below -- we've never touched those things,
> never gotten to that level of RT-fu.
> 
> This is RT 3.8.8.  Any help greatly appreciated.
> 
>     adam
> 
> On Tue, Feb 16, 2010 at 11:51:31AM -0500, Ed Santora wrote:
> > Hello,
> >
> > I recently moved our RT instance from a base hostname to a subdirectory
> > (i.e. from http://www.example.com/ to http://www.example.com/rt/)
> >
> > Myself and a few users have updated our SavedSearches to account for that
> > change and it works fine. As does almost everything else. However,
> for some
> > users, when they click the Queue link from the QuickSearch box all the
> > tickets displayed have links without the ending "/rt".
> >
> > This was a fresh install of the files, Mason cache has been
> cleared and the
> > web server restarted. Only the database was carried over.
> >
> > This behavior is only seen with a handful of users. I am unable to figure
> > out why the links are correct for some users and not others. Any ideas on
> > where to start looking for the cause?
> 
> Check if these users have a custom Format under Preferences -> Search
> options with id or Name and an invalid Link item
> 
> -kevin
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From falcone at bestpractical.com  Mon Apr  4 09:45:45 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Mon, 4 Apr 2011 09:45:45 -0400
Subject: [rt-users] Avoiding backscatter & enabling self help
In-Reply-To: <7C15A8B7-0B56-43C8-9978-868AA4574EE8@openldap.org>
References: <7C15A8B7-0B56-43C8-9978-868AA4574EE8@openldap.org>
Message-ID: <20110404134545.GS3198@jibsheet.com>

On Fri, Apr 01, 2011 at 07:06:19PM -0700, Kurt Zeilenga wrote:
> We've been experimenting with RT this week at OpenLDAP.org for servicing various "help" and "contact" by email services... info at opendlap.org, webmaster at openldap.org, etc.   We have a general policy here at OpenLDAP.org to avoid email auto-responders, so as not to contribute to the backscatter problem.  But we also like "self help" services.
> 
> We presently have the 'On Create Autoreply To Requestors' scrip disabled.
> 
> I see there is a suggestion in the Wiki article <http://requesttracker.wikia.com/wiki/AutogeneratedPassword> for generating passwords on first create (from email) from the user, and including this in the autoreply on create message.  I'm wondering if I might apply this patch to the response ticket so that on response to a user without a password will cause a password to be generated.  That would provide some "self help" opportunities to the user.  Any thoughts on how best to do this?
> 
> For all other possible emails to the requestor, never send if the password hasn't ever been set.  Any thoughts on how to accomplish this?

You could squelch requestors unless they have a password set and then
adapt the autoreply scrip to set passwords and unsquelch users.  That
would also avoid your later question about never contacting a user
until they have a password, since they'd be squelched.

Keep in mind that if someone has set 3 people as requestors on a
ticket (by merging tickets from 3 people) before replying, a simple
"Notify Requestors" action would notify them using the same email.
So you'd want a separate notification for when the password gets set.

This sounds very doable, but I'm not aware of existing code that you
can just adapt into place.

-kevin

> Again, what we want is to never send an email to a requestor without a human generating a correspondence to that requestor (and hence setting up their password).  Until then, we want to assume the email had a forged from address.  Am I on the right track above?  or is there a better way to setup RT to behave in this manner?
> 
> FYI, I'm using RT 3.8.9 on FreeBSD 7-stable.
> 
> -- Kurt
> 
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From falcone at bestpractical.com  Mon Apr  4 09:52:17 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Mon, 4 Apr 2011 09:52:17 -0400
Subject: [rt-users] Again on wrong RT UI date displayed
In-Reply-To: <4D999169.7070505@unimib.it>
References: <4D999169.7070505@unimib.it>
Message-ID: <20110404135217.GT3198@jibsheet.com>

On Mon, Apr 04, 2011 at 11:37:45AM +0200, Francesco Tordini wrote:
> which is the correct date for my system, but RT Web UI is showing wrong date:
> 
> Date Format: "Use system default (Mon Apr 04 09:26:52 2011)".

That is just the formatter preference, it doesn't account for
timezones in the sample date that it displays.

Is RT showing the wrong date on ticket display in the Dates box and
the Transactions?

What is your Timezone on Preferences -> About Me ?
If you change it manually there, does the UI work properly?

-kevin
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From francesco.tordini at unimib.it  Mon Apr  4 10:35:38 2011
From: francesco.tordini at unimib.it (Francesco Tordini)
Date: Mon, 04 Apr 2011 16:35:38 +0200
Subject: [rt-users] Again on wrong RT UI date displayed
In-Reply-To: <20110404135217.GT3198@jibsheet.com>
References: <4D999169.7070505@unimib.it> <20110404135217.GT3198@jibsheet.com>
Message-ID: <4D99D73A.40707@unimib.it>

Il 04/04/2011 15:52, Kevin Falcone ha scritto:
>
> That is just the formatter preference, it doesn't account for
> timezones in the sample date that it displays.
> Is RT showing the wrong date on ticket display in the Dates box and
> the Transactions?

Hi, the tickets dates in "Dates box" are displayed correctly.
I think that the sample date in the formatter leaded me astray, however
the UI works properly.

Thank you for support

> What is your Timezone on Preferences -> About Me ?
> If you change it manually there, does the UI work properly?
>
> -kevin

-- 
Francesco Tordini

Ufficio servizi di rete
Sistemi Informativi - http://www.si.unimib.it
Universit? degli Studi Milano - Bicocca
Via Cozzi, 53
20125 Milano - Italy

francesco.tordini at unimib.it
phone   +39 0264485522
fax     +39 0264485550



From rocel at biz.phisl.net  Tue Apr  5 03:28:26 2011
From: rocel at biz.phisl.net (Rocel M. Lacida)
Date: Tue, 05 Apr 2011 15:28:26 +0800
Subject: [rt-users] Timezone Discrepancies
Message-ID: <4D9AC49A.1080601@biz.phisl.net>

Hello Again,

I need some help. I just tried changing my timezone because I found out 
that it was not set at first though the time is correct just the 
timezone that is different. Now the problem is the  ticket I made before 
the actual change is also affected. The time reflected on the previous 
ticket is an hour advanced.  How can I make it sync with current timezone?


Regards,
Rocel


From G.Bruhin at ch.ccv.eu  Tue Apr  5 06:25:49 2011
From: G.Bruhin at ch.ccv.eu (Gregor Bruhin)
Date: Tue, 5 Apr 2011 12:25:49 +0200
Subject: [rt-users] scrip custom condition problem on rt-3.8.1
Message-ID: <6C2F8271454BBC409431D374FB02A0AE08EB26C228@srvjsamail.int.jeronimo.ch>

Hi All,


I'm trying to add a special condition to an existing scrip (Scrip 3 On Create Autoreply To Requestors).

I just put return 0; in the scrip custom condition field and I notice that the scrip is still executed, any ideas why  and how to debug ? In syslog I just see the scrip is executed and an autoreply is sent.


Best regards, Greg



From gerard at eve-team.com  Tue Apr  5 06:34:16 2011
From: gerard at eve-team.com (Gerard FENELON)
Date: Tue, 05 Apr 2011 12:34:16 +0200
Subject: [rt-users] scrip custom condition problem on rt-3.8.1
In-Reply-To: <6C2F8271454BBC409431D374FB02A0AE08EB26C228@srvjsamail.int.jeronimo.ch>
References: <6C2F8271454BBC409431D374FB02A0AE08EB26C228@srvjsamail.int.jeronimo.ch>
Message-ID: <4D9AF028.4060606@eve-team.com>

I believe that is not possible
It is : either you use a pre-defined condition or you use a user-defined 
condition
but you cannot add a condition to a pre-defined condition.
Which means that you have to use a user-defined condition and in it 
detect a "Create" transaction and then add your own.

Gerard

On 2011-04-05 12:25, Gregor Bruhin wrote:
> Hi All,
>
>
> I'm trying to add a special condition to an existing scrip (Scrip 3 On Create Autoreply To Requestors).
>
> I just put return 0; in the scrip custom condition field and I notice that the scrip is still executed, any ideas why  and how to debug ? In syslog I just see the scrip is executed and an autoreply is sent.
>
>
> Best regards, Greg



From G.Bruhin at ch.ccv.eu  Tue Apr  5 06:42:56 2011
From: G.Bruhin at ch.ccv.eu (Gregor Bruhin)
Date: Tue, 5 Apr 2011 12:42:56 +0200
Subject: [rt-users] scrip custom condition problem on rt-3.8.1
In-Reply-To: <4D9AF028.4060606@eve-team.com>
References: <6C2F8271454BBC409431D374FB02A0AE08EB26C228@srvjsamail.int.jeronimo.ch>
	<4D9AF028.4060606@eve-team.com>
Message-ID: <6C2F8271454BBC409431D374FB02A0AE08EB26C230@srvjsamail.int.jeronimo.ch>

Thanks you are right, it seems not to be possible to use a pre-defined and additionally a user-defined condition.

So I set my condition to user-defined and put the following in the Custom condition:

return($self->TransactionObj->Type eq "Create" && $self->TicketObj->QueueObj->Name ne "Backoffice");

Many thanks and best regards, Greg


-----Message d'origine-----
De?: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] De la part de Gerard FENELON
Envoy??: mardi 5 avril 2011 12:34
??: rt-users at lists.bestpractical.com
Objet?: Re: [rt-users] scrip custom condition problem on rt-3.8.1

I believe that is not possible
It is : either you use a pre-defined condition or you use a user-defined 
condition
but you cannot add a condition to a pre-defined condition.
Which means that you have to use a user-defined condition and in it 
detect a "Create" transaction and then add your own.

Gerard

On 2011-04-05 12:25, Gregor Bruhin wrote:
> Hi All,
>
>
> I'm trying to add a special condition to an existing scrip (Scrip 3 On Create Autoreply To Requestors).
>
> I just put return 0; in the scrip custom condition field and I notice that the scrip is still executed, any ideas why  and how to debug ? In syslog I just see the scrip is executed and an autoreply is sent.
>
>
> Best regards, Greg



From D.Obando at ehapa.de  Tue Apr  5 09:45:11 2011
From: D.Obando at ehapa.de (Obando, David DE - EV)
Date: Tue, 5 Apr 2011 15:45:11 +0200
Subject: [rt-users] repetitive browser authentication
In-Reply-To: <20110317155036.GA612@jibsheet.com>
References: <81D141237A54374E9E79CF14F96612A302A584B9@TXLEVD1-XCH03.ev.egmont.com><20110317143010.GY612@jibsheet.com><81D141237A54374E9E79CF14F96612A302A584E8@TXLEVD1-XCH03.ev.egmont.com>
	<20110317155036.GA612@jibsheet.com>
Message-ID: <81D141237A54374E9E79CF14F96612A302A924CB@TXLEVD1-XCH03.ev.egmont.com>

Hi,

late answer - it took a while until I could look into the problem again.
What I now did was cloning my rt VM and deleting /usr/local/share/request-tracker3.8 so all my customizations are inactive.

I still have to re-authenticate, e.g. I login, open a second tab with a ticket ID URL and have to login again.
Tested in Internet Explorer and Firefox.

I'm using the Debian package from http://rt.easter-eggs.org, a standard apache setup, my RT config looks like:

*****************************************
my $zone = "UTC";
$zone=`/bin/cat /etc/timezone`
    if -f "/etc/timezone";
chomp $zone;
Set($Timezone, $zone);

Set($rtname, 'rt.ehapa.de');
Set($Organization, 'ehapa.de');

Set($CorrespondAddress , 'rt at rt.ehapa.de');
Set($CommentAddress , 'rt-comment at rt.ehapa.de');


Set($WebPath , "/rt");
Set($WebBaseURL , "http://rt.ehapa.de");


my %typemap = (
    mysql   => 'mysql',
    pgsql   => 'Pg',
    sqlite3 => 'SQLite',
);

Set($DatabaseType, $typemap{mysql} || "UNKNOWN");

Set($DatabaseHost, 'localhost');
Set($DatabasePort, '');

Set($DatabaseUser , 'rt3');
Set($DatabasePassword , 'xxx');

my $dbc_dbname = 'rt3'; if ( "mysql" eq "sqlite3" ) { Set ($DatabaseName, '' . '/' . $dbc_dbname); } else { Set ($DatabaseName, $dbc_dbname); }

Set($RTAddressRegexp , '^help(-comment)?\@rt\.ehapa\.de$');

Set($DevelMode, '0');

Set($LogoURL, "/rt/NoAuth/images/logo_ev.jpg");
Set($LogoLinkURL, 'http://ehapa.de');
Set($LogoAltText, "");
Set($LogoImageWidth, 75);
Set($LogoImageHeight, 38);
Set($DefaultSummaryRows, 30);
Set(%GnuPG, Enable => 0);
Set($DefaultQueue, "Ehapa");
Set($MaxInlineBody, 40000);
Set($LogToSyslog    , 'debug');
***********************************



Thank you and best regards,
David


-----Urspr?ngliche Nachricht-----
Von: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] Im Auftrag von Kevin Falcone
Gesendet: Donnerstag, 17. M?rz 2011 16:51
An: rt-users at lists.bestpractical.com
Betreff: Re: [rt-users] repetitive browser authentication

On Thu, Mar 17, 2011 at 03:52:11PM +0100, Obando, David DE - EV wrote:
> I don't use different hostname. I just tested with clicking the RT links in two "new-ticket-notification"-mails:
> 1. clicking the first ticketlink and authenticating 2. clicking the 
> second ticketlink and I have to authenticate again

Then you're going to have to tell us more about what configuration changes or customizations you've made to RT, since this isn't normal observed behavior.  Your debugging logs from RT would also be helpful, along with cookie information.

-kevin

> -----Urspr?ngliche Nachricht-----
> Von: rt-users-bounces at lists.bestpractical.com 
> [mailto:rt-users-bounces at lists.bestpractical.com] Im Auftrag von Kevin 
> Falcone
> Gesendet: Donnerstag, 17. M?rz 2011 15:30
> An: rt-users at lists.bestpractical.com
> Betreff: Re: [rt-users] repetitive browser authentication
> 
> On Thu, Mar 17, 2011 at 01:51:55PM +0100, Obando, David DE - EV wrote:
> >    Dear all,
> > 
> >    I installed a new system with RT 3.8.8. I'm wondering why I have to authenticate again after
> >    successful authentication.
> > 
> >    Example: I login to rt RT webinterface and in a second step I click an RT link in an e-mail to
> >    a new ticket. A new browser tab opens and I have to authenticate again.
> > 
> >    Tested in FF and IE.
> >    Any ideas how I can change setting so authentication is only needed once per session?
> 
> This usually happens when you have different hostnames that alias to RT so the cookies aren't compatible.


From holger.haase at stepstone.de  Tue Apr  5 10:28:58 2011
From: holger.haase at stepstone.de (Holger Haase)
Date: Tue, 5 Apr 2011 14:28:58 +0000
Subject: [rt-users] Closing Tickets with mandatory fields
Message-ID: <5D08E63E868A954E915B2BB0CD4A86AA2EDB9C40@DE-2K8EX-DUS01.stepstone.asa>


Hi all,

Scenario:
RT 3.8.1
We set up TicketCustomFields as mandatory, this works fine if you open a ticket and work on it. But if you look into the queue you are able to close a ticket.
Shouldn't there also come a warning that a mandatory field is not filled? We want to make sure !mandatory! fields are always filled.

Thanks in advance,
Holger
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From jblaine at kickflop.net  Tue Apr  5 10:58:13 2011
From: jblaine at kickflop.net (Jeff Blaine)
Date: Tue, 05 Apr 2011 10:58:13 -0400
Subject: [rt-users] Closing Tickets with mandatory fields
In-Reply-To: <5D08E63E868A954E915B2BB0CD4A86AA2EDB9C40@DE-2K8EX-DUS01.stepstone.asa>
References: <5D08E63E868A954E915B2BB0CD4A86AA2EDB9C40@DE-2K8EX-DUS01.stepstone.asa>
Message-ID: <4D9B2E05.5030003@kickflop.net>

On 4/5/2011 10:28 AM, Holger Haase wrote:
> Hi all,
>
> Scenario:
>
> RT 3.8.1
>
> We set up TicketCustomFields as mandatory, this works fine if you open a
> ticket and work on it. But if you look into the queue you are able to
> close a ticket.
>
> Shouldn?t there also come a warning that a mandatory field is not
> filled? We want to make sure !mandatory! fields are always filled.

Hi Holger,

"Mandatory" is just a form field validation check, as you found
out.  If you want to require the field before resolve is allowed,
you will have to work around it with sillyness.

Search the list archives for jblaine over the last 3 months
and you will find a thread on it with more info.



From G.Booth at lboro.ac.uk  Tue Apr  5 11:04:47 2011
From: G.Booth at lboro.ac.uk (Garry Booth)
Date: Tue, 5 Apr 2011 16:04:47 +0100
Subject: [rt-users] search by today
Message-ID: <3476AB0B-74E7-49D1-9CDB-D76748771111@lboro.ac.uk>

Hi All

does anybody know if there is a way to dynamically search through  
tickets with creation dates from today to two weeks ago, without  
changing the dates every time?

e.g. Created < 'NOW' AND Created > 'NOW -13' AND Queue = 'FOO'

regards

Garry


From Raed.El-Hames at daisygroupplc.com  Tue Apr  5 11:28:49 2011
From: Raed.El-Hames at daisygroupplc.com (Raed El-Hames)
Date: Tue, 5 Apr 2011 15:28:49 +0000
Subject: [rt-users] search by today
In-Reply-To: <3476AB0B-74E7-49D1-9CDB-D76748771111@lboro.ac.uk>
References: <3476AB0B-74E7-49D1-9CDB-D76748771111@lboro.ac.uk>
Message-ID: <892593C9CA8E25458C440A63DDC6774D01481BB5@DG-HEXMBX02.daisy.group>

Garry:

Try:
Created < 'now' AND Created > '2 week ago' AND Queue = 'FOO'

Roy

> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-
> bounces at lists.bestpractical.com] On Behalf Of Garry Booth
> Sent: 05 April 2011 16:05
> To: RT Users
> Subject: [rt-users] search by today
> 
> Hi All
> 
> does anybody know if there is a way to dynamically search through
> tickets with creation dates from today to two weeks ago, without
> changing the dates every time?
> 
> e.g. Created < 'NOW' AND Created > 'NOW -13' AND Queue = 'FOO'
> 
> regards
> 
> Garry


From burton at simondsfamily.com  Tue Apr  5 12:07:48 2011
From: burton at simondsfamily.com (Burton Simonds)
Date: Tue, 5 Apr 2011 12:07:48 -0400
Subject: [rt-users] 3.9
Message-ID: <BANLkTi=yHm13ybvRrpNo4rGm8gMBBWLnFQ@mail.gmail.com>

What is the current status of rt 3.9?  I noticed in the devel
repository there were a several there, but the release candidates for
RT4 seem to have more recent updates.  Is 3.9 considered stable enough
for production?  The reason I ask, is it seems to have several
features that I might be interested in.

Thanks,
Burton


From trs at bestpractical.com  Tue Apr  5 12:18:48 2011
From: trs at bestpractical.com (Thomas Sibley)
Date: Tue, 05 Apr 2011 12:18:48 -0400
Subject: [rt-users] 3.9
In-Reply-To: <BANLkTi=yHm13ybvRrpNo4rGm8gMBBWLnFQ@mail.gmail.com>
References: <BANLkTi=yHm13ybvRrpNo4rGm8gMBBWLnFQ@mail.gmail.com>
Message-ID: <4D9B40E8.5060907@bestpractical.com>

On 04/05/2011 12:07 PM, Burton Simonds wrote:
> What is the current status of rt 3.9?  I noticed in the devel
> repository there were a several there, but the release candidates for
> RT4 seem to have more recent updates.  Is 3.9 considered stable enough
> for production?  The reason I ask, is it seems to have several
> features that I might be interested in.

3.9 became 4.0, the same way 3.5 became 3.6 and the shorter lived 3.7
became 3.8.  If you want to test the fun new features, you want to try
our latest release candidate, 4.0.0rc8.  Release candidate means we
think it's ready for production testing.  If you try it out, please let
us know how it goes for you.

Thomas


From kfcrocker at lbl.gov  Tue Apr  5 12:39:19 2011
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Tue, 5 Apr 2011 09:39:19 -0700
Subject: [rt-users] search by today
In-Reply-To: <892593C9CA8E25458C440A63DDC6774D01481BB5@DG-HEXMBX02.daisy.group>
References: <3476AB0B-74E7-49D1-9CDB-D76748771111@lboro.ac.uk>
	<892593C9CA8E25458C440A63DDC6774D01481BB5@DG-HEXMBX02.daisy.group>
Message-ID: <BANLkTikB9iMyHTGSAo--EZT8aQy27E4WkA@mail.gmail.com>

Raed,

Isn't the "now" kind of intuitive? Wouldn't "Created > '2 weeks ago' work
just as well since the query is already running 'Today' or realtime? Unless
you can created dates in the future, but I would think that unlikely. Just a
theological thought, ;-).

Kenn
LBNL

On Tue, Apr 5, 2011 at 8:28 AM, Raed El-Hames <
Raed.El-Hames at daisygroupplc.com> wrote:

> Garry:
>
> Try:
> Created < 'now' AND Created > '2 week ago' AND Queue = 'FOO'
>
> Roy
>
> > -----Original Message-----
> > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-
> > bounces at lists.bestpractical.com] On Behalf Of Garry Booth
> > Sent: 05 April 2011 16:05
> > To: RT Users
> > Subject: [rt-users] search by today
> >
> > Hi All
> >
> > does anybody know if there is a way to dynamically search through
> > tickets with creation dates from today to two weeks ago, without
> > changing the dates every time?
> >
> > e.g. Created < 'NOW' AND Created > 'NOW -13' AND Queue = 'FOO'
> >
> > regards
> >
> > Garry
>
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From eguzman at cvimellesgriot.com  Tue Apr  5 13:50:28 2011
From: eguzman at cvimellesgriot.com (Eli Guzman)
Date: Tue, 5 Apr 2011 11:50:28 -0600
Subject: [rt-users] RT::Authen::ExternalAuth, Possible Configuration Issue?
Message-ID: <FFF4607FCF6D774C9B4B44B06275342302FCD707@abqex2.cvi-mg.com>

Greetings all,

== A Little Background ==

Sorry for the length of this post, TL/DR is at the bottom of this
message. We currently run RT 3.6.6 in a production environment (running
on RHEL 5.3, Tikanga, 2.6.18-128.2.1.el5xen #1 SMP, x86, running on a
Dell PowerEdge R410). We are in the midst of upgrading to 3.8.9 (as we
really liked the new look). The test environment is running on RHEL 5.6
Tikanga, 2.6.18-229.el5 #1 SMP, x86_64, within an ESX virtual
environment (Dell PowerEdge R710 acting as the VM host). 

We have already compiled the new RT instance successfully (web GUI runs
really well), ported our current production DB to the new environment
(after some issues related to MyISAM incompatibilities during initial
deployment; we have been running RT since release v2.8), ran any
necessary schema updates, and ensured that there weren't any CPAN
related inconsistencies.

== The Problem ==

Everything as far as the interface seems to be working as it should. We
are currently attempting to integrate the LDAP piece into the install
(LDAP via RT is a bit new to us). I believe that I may be missing a
configuration piece somewhere, as we cannot seem to get authentication
to occur properly between "RT::Authen::ExternalAuth", and our Active
Directory (AD) server. 

I've enabled logging in RT (debug mode), and have attached the actual
"rt.log" file to see if anyone can take a look and see if anything
sticks out. I've also included my main "RT_SiteConfig.pm", as well as
the RT::Authen::External LDAP configuration file
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/etc/RT_SiteConfig.pm), as
the issue could also be a configuration issue with this file. As far as
LDAP authentication, we currently use Active Directory on Windows 2003
R2. Within AD we have setup an initial OU named 'services', with an
authentication user named 'ldap', and a security group named 'RTUsers'. 

The actual error is as follows:

[Tue Apr  5 16:03:18 2011] [debug]: SSO Failed and no user to test with.
Nexting
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAut
h.pm:92)

I've searched for this error, but I have only found some threads
addressing a similar issue, but with no actual listed solutions. From
what I can tell from these threads the issue seems to stem from either
an Apache, or a FastCGI configuration issue. The thing is Apache on this
server starts without any errors at all, so it seems to be parsing the
configuration files without a problem. I am attaching any related Apache
configuration files as well (two files actually,
/etc/httpd/conf/httpd.conf and /etc/httpd/conf.d/rt3.conf).

At the moment I am a bit stumped, so if anyone here has any
suggestions/information as to the issues mentioned above I'd certainly
appreciate any and all input.

== TL/DR ==

Installed RT 3.8.9 on a test RHEL server, and cannot seem to get
RT::Authen::ExternalAuth to properly work, please help!

Best Regards,
Eli 



From Raed.El-Hames at daisygroupplc.com  Tue Apr  5 13:58:26 2011
From: Raed.El-Hames at daisygroupplc.com (Raed El-Hames)
Date: Tue, 5 Apr 2011 17:58:26 +0000
Subject: [rt-users] search by today
In-Reply-To: <BANLkTikB9iMyHTGSAo--EZT8aQy27E4WkA@mail.gmail.com>
References: <3476AB0B-74E7-49D1-9CDB-D76748771111@lboro.ac.uk>
	<892593C9CA8E25458C440A63DDC6774D01481BB5@DG-HEXMBX02.daisy.group>
	<BANLkTikB9iMyHTGSAo--EZT8aQy27E4WkA@mail.gmail.com>
Message-ID: <892593C9CA8E25458C440A63DDC6774D01481C8A@DG-HEXMBX02.daisy.group>

Yep, you are right Kenn.
I was translating the original query, your "Created > '2 weeks ago' " will be more efficient. - I think

Roy

From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kenneth Crocker
Sent: 05 April 2011 17:39
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] search by today

Raed,

Isn't the "now" kind of intuitive? Wouldn't "Created > '2 weeks ago' work just as well since the query is already running 'Today' or realtime? Unless you can created dates in the future, but I would think that unlikely. Just a theological thought, ;-).

Kenn
LBNL
On Tue, Apr 5, 2011 at 8:28 AM, Raed El-Hames <Raed.El-Hames at daisygroupplc.com<mailto:Raed.El-Hames at daisygroupplc.com>> wrote:
Garry:

Try:
Created < 'now' AND Created > '2 week ago' AND Queue = 'FOO'

Roy

> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com<mailto:rt-users-bounces at lists.bestpractical.com> [mailto:rt-users-<mailto:rt-users->
> bounces at lists.bestpractical.com<mailto:bounces at lists.bestpractical.com>] On Behalf Of Garry Booth
> Sent: 05 April 2011 16:05
> To: RT Users
> Subject: [rt-users] search by today
>
> Hi All
>
> does anybody know if there is a way to dynamically search through
> tickets with creation dates from today to two weeks ago, without
> changing the dates every time?
>
> e.g. Created < 'NOW' AND Created > 'NOW -13' AND Queue = 'FOO'
>
> regards
>
> Garry

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From eguzman at cvimellesgriot.com  Tue Apr  5 13:59:48 2011
From: eguzman at cvimellesgriot.com (Eli Guzman)
Date: Tue, 5 Apr 2011 11:59:48 -0600
Subject: [rt-users] RT::Authen::ExternalAuth,
	Possible Configuration Issue?
Message-ID: <FFF4607FCF6D774C9B4B44B06275342302FCD721@abqex2.cvi-mg.com>

Apologies, forgot to include configuration and log file attachment.

Thanks,
Eli

-----Original Message-----
From: Eli Guzman 
Sent: Tuesday, April 05, 2011 11:50 AM
To: 'rt-users at lists.bestpractical.com'
Subject: RT::Authen::ExternalAuth, Possible Configuration Issue?

Greetings all,

== A Little Background ==

Sorry for the length of this post, TL/DR is at the bottom of this
message. We currently run RT 3.6.6 in a production environment (running
on RHEL 5.3, Tikanga, 2.6.18-128.2.1.el5xen #1 SMP, x86, running on a
Dell PowerEdge R410). We are in the midst of upgrading to 3.8.9 (as we
really liked the new look). The test environment is running on RHEL 5.6
Tikanga, 2.6.18-229.el5 #1 SMP, x86_64, within an ESX virtual
environment (Dell PowerEdge R710 acting as the VM host). 

We have already compiled the new RT instance successfully (web GUI runs
really well), ported our current production DB to the new environment
(after some issues related to MyISAM incompatibilities during initial
deployment; we have been running RT since release v2.8), ran any
necessary schema updates, and ensured that there weren't any CPAN
related inconsistencies.

== The Problem ==

Everything as far as the interface seems to be working as it should. We
are currently attempting to integrate the LDAP piece into the install
(LDAP via RT is a bit new to us). I believe that I may be missing a
configuration piece somewhere, as we cannot seem to get authentication
to occur properly between "RT::Authen::ExternalAuth", and our Active
Directory (AD) server. 

I've enabled logging in RT (debug mode), and have attached the actual
"rt.log" file to see if anyone can take a look and see if anything
sticks out. I've also included my main "RT_SiteConfig.pm", as well as
the RT::Authen::External LDAP configuration file
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/etc/RT_SiteConfig.pm), as
the issue could also be a configuration issue with this file. As far as
LDAP authentication, we currently use Active Directory on Windows 2003
R2. Within AD we have setup an initial OU named 'services', with an
authentication user named 'ldap', and a security group named 'RTUsers'. 

The actual error is as follows:

[Tue Apr  5 16:03:18 2011] [debug]: SSO Failed and no user to test with.
Nexting
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAut
h.pm:92)

I've searched for this error, but I have only found some threads
addressing a similar issue, but with no actual listed solutions. From
what I can tell from these threads the issue seems to stem from either
an Apache, or a FastCGI configuration issue. The thing is Apache on this
server starts without any errors at all, so it seems to be parsing the
configuration files without a problem. I am attaching any related Apache
configuration files as well (two files actually,
/etc/httpd/conf/httpd.conf and /etc/httpd/conf.d/rt3.conf).

At the moment I am a bit stumped, so if anyone here has any
suggestions/information as to the issues mentioned above I'd certainly
appreciate any and all input.

== TL/DR ==

Installed RT 3.8.9 on a test RHEL server, and cannot seem to get
RT::Authen::ExternalAuth to properly work, please help!

Best Regards,
Eli 

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From shildret at scotth.emsphone.com  Tue Apr  5 14:02:08 2011
From: shildret at scotth.emsphone.com (Scott T. Hildreth)
Date: Tue, 05 Apr 2011 13:02:08 -0500
Subject: [rt-users] 3.9
In-Reply-To: <4D9B40E8.5060907@bestpractical.com>
References: <BANLkTi=yHm13ybvRrpNo4rGm8gMBBWLnFQ@mail.gmail.com>
	<4D9B40E8.5060907@bestpractical.com>
Message-ID: <1302026528.23799.121.camel@scotth.emsphone.com>


On Tue, 2011-04-05 at 12:18 -0400, Thomas Sibley wrote:
> On 04/05/2011 12:07 PM, Burton Simonds wrote:
> > What is the current status of rt 3.9?  I noticed in the devel
> > repository there were a several there, but the release candidates for
> > RT4 seem to have more recent updates.  Is 3.9 considered stable enough
> > for production?  The reason I ask, is it seems to have several
> > features that I might be interested in.
> 
> 3.9 became 4.0, the same way 3.5 became 3.6 and the shorter lived 3.7
> became 3.8.  If you want to test the fun new features, you want to try
> our latest release candidate, 4.0.0rc8.  

Where is rc8, I don't see it in the devel directory?

Thanks.

> Release candidate means we
> think it's ready for production testing.  If you try it out, please let
> us know how it goes for you.
> 
> Thomas



From trs at bestpractical.com  Tue Apr  5 14:07:27 2011
From: trs at bestpractical.com (Thomas Sibley)
Date: Tue, 05 Apr 2011 14:07:27 -0400
Subject: [rt-users] 3.9
In-Reply-To: <1302026528.23799.121.camel@scotth.emsphone.com>
References: <BANLkTi=yHm13ybvRrpNo4rGm8gMBBWLnFQ@mail.gmail.com>	<4D9B40E8.5060907@bestpractical.com>
	<1302026528.23799.121.camel@scotth.emsphone.com>
Message-ID: <4D9B5A5F.2020003@bestpractical.com>

On 04/05/2011 02:02 PM, Scott T. Hildreth wrote:
> Where is rc8, I don't see it in the devel directory?

Sorry, I typoed.  rc7 is the latest.

Thomas


From wac at yellowhippy.com  Tue Apr  5 16:06:39 2011
From: wac at yellowhippy.com (wac at yellowhippy.com)
Date: Tue, 05 Apr 2011 22:06:39 +0200
Subject: [rt-users] LDAP and ext. Auth for a better understanding...
Message-ID: <20110405220639.75874byixhpvglzj@webmail.yellowhippy.com>

Hello everyone,

as far as I know, users shouldn't be deleted from RT (can't be). The  
reason for this is that we want to be able to reconstruct everthing  
even when the user isn't around anymore.

Is that correct so far?

My question is what happens if we have an external authorisation, like LDAP...
Does RT copy the user information to its internal database? Or how  
does it make sure that the user information is stored? Since I can  
easily delete users from my LDAP.

Would be great if someone could explain the method to me.

Cheers,
Chris



From change+lists.rt at nightwind.net  Tue Apr  5 16:17:04 2011
From: change+lists.rt at nightwind.net (Nick Kartsioukas)
Date: Tue, 05 Apr 2011 13:17:04 -0700
Subject: [rt-users] LDAP and ext. Auth for a better understanding...
In-Reply-To: <20110405220639.75874byixhpvglzj@webmail.yellowhippy.com>
References: <20110405220639.75874byixhpvglzj@webmail.yellowhippy.com>
Message-ID: <1302034624.23090.1437826857@webmail.messagingengine.com>

On Tue, 05 Apr 2011 22:06 +0200, wac at yellowhippy.com wrote:
> My question is what happens if we have an external authorisation, like
> LDAP...
> Does RT copy the user information to its internal database? Or how  
> does it make sure that the user information is stored? Since I can  
> easily delete users from my LDAP.

RT will create a user in its own database, using the field mappings set
up in your RT-ExternalAuth section of RT-SiteConfig.  It won't store the
password locally though, it will keep hitting LDAP for login
authentication.


From ruz at bestpractical.com  Tue Apr  5 17:07:34 2011
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Wed, 6 Apr 2011 01:07:34 +0400
Subject: [rt-users] search by today
In-Reply-To: <3476AB0B-74E7-49D1-9CDB-D76748771111@lboro.ac.uk>
References: <3476AB0B-74E7-49D1-9CDB-D76748771111@lboro.ac.uk>
Message-ID: <BANLkTimAsd-LDM=Xe5J=6joyaWk82D_xKw@mail.gmail.com>

On Tue, Apr 5, 2011 at 7:04 PM, Garry Booth <G.Booth at lboro.ac.uk> wrote:
> Hi All
>
> does anybody know if there is a way to dynamically search through tickets
> with creation dates from today to two weeks ago, without changing the dates
> every time?
>
> e.g. Created < 'NOW' AND Created > 'NOW -13' AND Queue = 'FOO'

For future references, it's on wiki:

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

> regards
> Garry

-- 
Best regards, Ruslan.


From houcem.hachicha at gmail.com  Tue Apr  5 19:07:03 2011
From: houcem.hachicha at gmail.com (Houcem HACHICHA)
Date: Wed, 6 Apr 2011 00:07:03 +0100
Subject: [rt-users] RT customization questions
Message-ID: <BANLkTin=4EV1DG-aXxDM5c111hO1CXSt7A@mail.gmail.com>

Hi everyone,


Is it possible to add a new ticket status to RT, like a "closed" status for
instance?

Is it possible to show ticket resolution time graphs by "working hours"
time? ie calculating the resolution time using only the working hours of the
week, say from 9 am to 6 pm?
Thanks in advance,

-- 
*Regads,
Houcem*
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From change+lists.rt at nightwind.net  Tue Apr  5 19:11:47 2011
From: change+lists.rt at nightwind.net (Nick Kartsioukas)
Date: Tue, 05 Apr 2011 16:11:47 -0700
Subject: [rt-users] RT customization questions
In-Reply-To: <BANLkTin=4EV1DG-aXxDM5c111hO1CXSt7A@mail.gmail.com>
References: <BANLkTin=4EV1DG-aXxDM5c111hO1CXSt7A@mail.gmail.com>
Message-ID: <1302045107.22511.1437881557@webmail.messagingengine.com>

On Wed, 06 Apr 2011 00:07 +0100, "Houcem HACHICHA"
<houcem.hachicha at gmail.com> wrote:
> Is it possible to add a new ticket status to RT, like a "closed" status
> for instance?

Yes, see http://requesttracker.wikia.com/wiki/CustomStatuses


From asanka_gunasekera at yahoo.co.uk  Wed Apr  6 02:05:40 2011
From: asanka_gunasekera at yahoo.co.uk (Asanka)
Date: Wed, 6 Apr 2011 06:05:40 +0000 (UTC)
Subject: [rt-users] installation of RT-Extension-SLA-0.03
References: <AANLkTin5uf-UDNC8cSCKe1+V6y2wNCwk6K-pk=gDi_m-@mail.gmail.com>
	<20110113132244.GU731@jibsheet.com>
Message-ID: <loom.20110406T080133-835@post.gmane.org>

Kevin Falcone <falcone <at> bestpractical.com> writes:

> 
> On Wed, Jan 12, 2011 at 09:35:41PM -0600, Gary Bristol wrote:
> >    I am having problems with getting RT to start again aftter installing The
SLA 0.03 extension.
> > 
> >    I get the following error in the Web Logs.
> 
> You don't appear to have added RT::Extension::SLA to your @Plugins
> line with all the other extensions you have installed
> 
> -kevin
> 
> >    [error] Require of RT::Condition::SLA_RequireDefault failed.\nCan't locate
> >    RT/Condition/SLA_RequireDefault.pm in @INC (@INC contains:
/usr/local/lib/rt3/lib
> >    /usr/local/lib/rt3/plugins/RT-FM/lib /usr/local/lib/rt3/plugins/RT-IR/lib
> >    /usr/local/lib/rt3/plugins/RT-Extension-JSGantt/lib /usr/share/perl5
/usr/local/lib64/perl5
> >    /usr/local/share/perl5 /usr/lib64/perl5
> >    /usr/local/lib64/perl5/site_perl/5.10.0/x86_64-linux-thread-multi
> >    /usr/local/lib/perl5/site_perl/5.10.0
> >    /usr/lib64/perl5/vendor_perl/5.10.0/x86_64-linux-thread-multi
/usr/lib/perl5/vendor_perl
> >    /usr/lib/perl5/site_perl . /etc/httpd) at (eval 2651) line
2.\n\nCompilation failed in require
> >    at (eval 2) line 1.\n
> > 
> >    I can't seem to find where the path to the SLA_RequireDefault.pm needs to
be added so that RT
> >    will start.
> > 
> >    Base OS is Fedora Core 14, web server Build
> >    RT 3.8.8 installed via YUM
> >    Mysqld installed via YUM
> >    RTFM 2.4.2 installed
> >    RT-IR 2.4.2 installed
> >    RT-Authen-ExternalAuth-0.08 installed
> >    RT-Action-NotifyGroup-0.02 installed
> >    bestpractical-rt-extension-jsgantt0d1cacc1 installed
> > 
> >    Gary L. Bristol
> >    CISSP, CRISC, RHCE
> >    405-623-9503
> 

Hi Kevin, I am having the same issue and struggling for the past few days
without any luck, appreciate if you can point me in the right direction

Thanks and Best Regards





From robert.wysocki at contium.pl  Wed Apr  6 02:48:00 2011
From: robert.wysocki at contium.pl (Robert Wysocki)
Date: Wed, 06 Apr 2011 08:48:00 +0200
Subject: [rt-users] Set Transaction CustomField from My Day tool
In-Reply-To: <1301653777.2079.5.camel@rmwysocki>
References: <1301653777.2079.5.camel@rmwysocki>
Message-ID: <1302072480.2074.3.camel@rmwysocki>

Dnia 2011-04-01, pi? o godzinie 12:29 +0200, Robert Wysocki pisze:
> Hi there, 
> 
> I would like to set Transaction CustomField values from the My Day tool.
> I've got to the point, where I have the Transaction CF's in the My Day
> template, I've even figured out how to associate Ticket ID with the CF
> (by the means of NamePrefix).
> 
> But I'm stuck with setting the value entered by user. I've tried to use
> ProcessObjectCustomFieldValues, but it requires Transaction ID to be
> present in the name of the input field (and I've got
> Object-RT::Transaction--CustomField-<CFID>-Value there instead of
> Object-RT::Transaction-<TransID>-CustomField-<CFID>-Value).
> 
> What am I missing?

For anyone interested, since there was no response on the list, I've
decided to try another aproach: I've written a scrip that works in a
similar way than CommandByMail: it checks, if
Transaction->Message->First->Content contains /NameOfTheCustomField:/
and then it sets the appropriate Transaction CustomField.

-- 
Robert Wysocki
CONTIUM S.A., http://www.contium.pl



From G.Booth at lboro.ac.uk  Wed Apr  6 03:30:55 2011
From: G.Booth at lboro.ac.uk (Garry Booth)
Date: Wed, 6 Apr 2011 08:30:55 +0100
Subject: [rt-users] search by today
In-Reply-To: <BANLkTimAsd-LDM=Xe5J=6joyaWk82D_xKw@mail.gmail.com>
References: <3476AB0B-74E7-49D1-9CDB-D76748771111@lboro.ac.uk>
	<BANLkTimAsd-LDM=Xe5J=6joyaWk82D_xKw@mail.gmail.com>
Message-ID: <A8952B69-7489-41A2-9D47-6C3D0B6C3BCD@lboro.ac.uk>


On 5 Apr 2011, at 22:07, Ruslan Zakirov wrote:

> http://requesttracker.wikia.com/wiki/SearchOnDates


Hi

Many thanks for all of the tips, this one did the job.

regards
garry


From raphael.mouneyres at sagemcom.com  Wed Apr  6 03:43:56 2011
From: raphael.mouneyres at sagemcom.com (=?ISO-8859-1?Q?Rapha=EBl_MOUNEYRES?=)
Date: Wed, 6 Apr 2011 09:43:56 +0200
Subject: [rt-users]  installation of RT-Extension-SLA-0.03
Message-ID: <19633_1302075841_4D9C19C0_19633_49_2_OF588EFA66.9ABE1849-ONC125786A.002A3287-C125786A.002A79F4@sagemcom.com>

i'm dealing with missing @INC by adding a line such this one at the 
begining of the RT_SiteConfig.pm file :

use lib '/opt/rt3/local/plugins/xxxyourplguin/lib';

and there it goes, RT si starting ok

Rapha?l

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

Message: 8
Date: Wed, 6 Apr 2011 06:05:40 +0000 (UTC)
From: Asanka <asanka_gunasekera at yahoo.co.uk>
To: rt-users at lists.fsck.com
Subject: Re: [rt-users] installation of RT-Extension-SLA-0.03
Message-ID: <loom.20110406T080133-835 at post.gmane.org>
Content-Type: text/plain; charset=us-ascii

Kevin Falcone <falcone <at> bestpractical.com> writes:

> 
> On Wed, Jan 12, 2011 at 09:35:41PM -0600, Gary Bristol wrote:
> >    I am having problems with getting RT to start again aftter 
installing The
SLA 0.03 extension.
> > 
> >    I get the following error in the Web Logs.
> 
> You don't appear to have added RT::Extension::SLA to your @Plugins
> line with all the other extensions you have installed
> 
> -kevin
> 
> >    [error] Require of RT::Condition::SLA_RequireDefault failed.\nCan't 
locate
> >    RT/Condition/SLA_RequireDefault.pm in @INC (@INC contains:
/usr/local/lib/rt3/lib
> >    /usr/local/lib/rt3/plugins/RT-FM/lib 
/usr/local/lib/rt3/plugins/RT-IR/lib
> >    /usr/local/lib/rt3/plugins/RT-Extension-JSGantt/lib 
/usr/share/perl5
/usr/local/lib64/perl5
> >    /usr/local/share/perl5 /usr/lib64/perl5
> >    /usr/local/lib64/perl5/site_perl/5.10.0/x86_64-linux-thread-multi
> >    /usr/local/lib/perl5/site_perl/5.10.0
> >    /usr/lib64/perl5/vendor_perl/5.10.0/x86_64-linux-thread-multi
/usr/lib/perl5/vendor_perl
> >    /usr/lib/perl5/site_perl . /etc/httpd) at (eval 2651) line
2.\n\nCompilation failed in require
> >    at (eval 2) line 1.\n
> > 
> >    I can't seem to find where the path to the SLA_RequireDefault.pm 
needs to
be added so that RT
> >    will start.
> > 
> >    Base OS is Fedora Core 14, web server Build
> >    RT 3.8.8 installed via YUM
> >    Mysqld installed via YUM
> >    RTFM 2.4.2 installed
> >    RT-IR 2.4.2 installed
> >    RT-Authen-ExternalAuth-0.08 installed
> >    RT-Action-NotifyGroup-0.02 installed
> >    bestpractical-rt-extension-jsgantt0d1cacc1 installed
> > 
> >    Gary L. Bristol
> >    CISSP, CRISC, RHCE
> >    405-623-9503
> 

Hi Kevin, I am having the same issue and struggling for the past few days
without any luck, appreciate if you can point me in the right direction

Thanks and Best Regards
#
" Ce courriel et les documents qui lui sont joints peuvent contenir des
informations confidentielles ou ayant un caract?re priv?. S'ils ne vous sont
pas destin?s, nous vous signalons qu'il est strictement interdit de les
divulguer, de les reproduire ou d'en utiliser de quelque mani?re que ce
soit le contenu. Si ce message vous a ?t? transmis par erreur, merci d'en
informer l'exp?diteur et de supprimer imm?diatement de votre syst?me
informatique ce courriel ainsi que tous les documents qui y sont attach?s."


                               ******

" This e-mail and any attached documents may contain confidential or
proprietary information. If you are not the intended recipient, you are
notified that any dissemination, copying of this e-mail and any attachments
thereto or use of their contents by any means whatsoever is strictly
prohibited. If you have received this e-mail in error, please advise the
sender immediately and delete this e-mail and all attached documents
from your computer system."
#

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From asanka_gunasekera at yahoo.co.uk  Wed Apr  6 04:52:33 2011
From: asanka_gunasekera at yahoo.co.uk (Asanka)
Date: Wed, 6 Apr 2011 08:52:33 +0000 (UTC)
Subject: [rt-users] installation of RT-Extension-SLA-0.03
References: <19633_1302075841_4D9C19C0_19633_49_2_OF588EFA66.9ABE1849-ONC125786A.002A3287-C125786A.002A79F4@sagemcom.com>
Message-ID: <loom.20110406T104911-157@post.gmane.org>

Rapha?l MOUNEYRES <raphael.mouneyres <at> sagemcom.com> writes:

> 
> 
> i'm dealing with missing  <at> INC by adding
> a line such this one at the begining of the RT_SiteConfig.pm file :
> use lib '/opt/rt3/local/plugins/xxxyourplguin/lib';
> and there it goes, RT si starting ok
> Rapha?l
> 



Hi Rapha?l, I added a line as below but the error still
comes and RT would not start

use lib'/usr/local/rt-3.8.8-ora/local/plugins/RT-Extension-SLA/lib';





From dave.wells at foreshore.net  Wed Apr  6 06:04:27 2011
From: dave.wells at foreshore.net (Dave Wells)
Date: Wed, 6 Apr 2011 11:04:27 +0100
Subject: [rt-users] Default Search Format per queue
Message-ID: <32DD3FF116BE9D458E828DA941CF32BB03060D2C@exchange01.is.foreshore.net>

Hi, 

 

Simple question but couldn't find a definitive answer.

 

RT Version 3.6.5

 

Is it possible to have a different Results page per queue when using
QuickSearch to select the queue results? i.e. clicking on the queue name
in QuickSearch

 

I know that the user has a default Search format and there is a system
wide default search format but is there one per queue?

 

If the answer to this is no, is there anyway I can have something
displayed like the QuickSearch but with a modified list of saved
searches?  I don't want the results displayed on the homepage just the
option to run the saved search i.e. a list of saved searches.

 

Many Thanks

Dave

 

 
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From raphael.mouneyres at sagemcom.com  Wed Apr  6 07:14:00 2011
From: raphael.mouneyres at sagemcom.com (=?ISO-8859-1?Q?Rapha=EBl_MOUNEYRES?=)
Date: Wed, 6 Apr 2011 13:14:00 +0200
Subject: [rt-users] installation of RT-Extension-SLA-0.03
Message-ID: <23436_1302088445_4D9C4AFD_23436_426_1_OFE338499E.8AAA3CB3-ONC125786A.003D6963-C125786A.003DB55C@sagemcom.com>

try with a space afeter "lib" and with a leading /, i forgotted to mention 
that

so your line would be :
use lib '/usr/local/rt-3.8.8-ora/local/plugins/RT-Extension-SLA/lib/';

and maybe also verify that SLA_RequireDefault.pm really is in this 
directory

Rapha?l

> i'm dealing with missing  <at> INC by adding
> a line such this one at the begining of the RT_SiteConfig.pm file :
> use lib '/opt/rt3/local/plugins/xxxyourplguin/lib';
> and there it goes, RT si starting ok
> Rapha?l
> 

Hi Rapha?l, I added a line as below but the error still
comes and RT would not start

use lib'/usr/local/rt-3.8.8-ora/local/plugins/RT-Extension-SLA/lib';


#
" Ce courriel et les documents qui lui sont joints peuvent contenir des
informations confidentielles ou ayant un caract?re priv?. S'ils ne vous sont
pas destin?s, nous vous signalons qu'il est strictement interdit de les
divulguer, de les reproduire ou d'en utiliser de quelque mani?re que ce
soit le contenu. Si ce message vous a ?t? transmis par erreur, merci d'en
informer l'exp?diteur et de supprimer imm?diatement de votre syst?me
informatique ce courriel ainsi que tous les documents qui y sont attach?s."


                               ******

" This e-mail and any attached documents may contain confidential or
proprietary information. If you are not the intended recipient, you are
notified that any dissemination, copying of this e-mail and any attachments
thereto or use of their contents by any means whatsoever is strictly
prohibited. If you have received this e-mail in error, please advise the
sender immediately and delete this e-mail and all attached documents
from your computer system."
#

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From asanka_gunasekera at yahoo.co.uk  Wed Apr  6 08:06:41 2011
From: asanka_gunasekera at yahoo.co.uk (Asanka)
Date: Wed, 6 Apr 2011 12:06:41 +0000 (UTC)
Subject: [rt-users] installation of RT-Extension-SLA-0.03
References: <23436_1302088445_4D9C4AFD_23436_426_1_OFE338499E.8AAA3CB3-ONC125786A.003D6963-C125786A.003DB55C@sagemcom.com>
Message-ID: <loom.20110406T140220-893@post.gmane.org>

Rapha?l MOUNEYRES <raphael.mouneyres <at> sagemcom.com> writes:

> 
> 
> try with a space afeter "lib" and with a
> leading /, i forgotted to mention that
> so your line would be :
> use lib '/usr/local/rt-3.8.8-ora/local/plugins/RT-Extension-SLA/lib/';
> and maybe also verify that SLA_RequireDefault.pm really
> is in this directory
> Rapha?l

Hi Rapha?l

I did try all that with out any luck and the file it looking
for is under

/usr/local/rt-3.8.8-ora/local/plugins/RT-Extension-SLA/
lib/RT/Condition/SLA_RequireDefault.pm

Apache is running as apache:apache and the permission
is there too

I am totally lost on this





From karmi.simonov at panayainc.com  Wed Apr  6 08:18:06 2011
From: karmi.simonov at panayainc.com (Karmi Simonov)
Date: Wed, 6 Apr 2011 12:18:06 +0000
Subject: [rt-users] Cut text and Gibrish in comment
Message-ID: <BEBA8A5A23F89E4C93657FBF15D7AE4D0DF9103B@XEXMBX01.services.local>

Hi All,

I noticed that when commenting or replying on a correspondence using explorer 8 or 9 (and not in Chrome \ Firefox), the text is getting cut, spaces are added in the middle of words, some irrelevant characters are being added to it (like the question marks below), and the footer of the RT web page is also added (looks like this: ? ???????????????? ?????????Time to display: 0 .30 5428? ????|? RT 3.8.2 Copyright 1996-2008 ?Best Practical Solutions, L LC?. ??????).

I'm using RT 3.8.2.
The text I add is pure English.

Any ideas?

Karmi Simonov | System Administrator | Panaya - Making ERP Easy




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From falcone at bestpractical.com  Wed Apr  6 10:22:48 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 6 Apr 2011 10:22:48 -0400
Subject: [rt-users] installation of RT-Extension-SLA-0.03
In-Reply-To: <19633_1302075841_4D9C19C0_19633_49_2_OF588EFA66.9ABE1849-ONC125786A.002A3287-C125786A.002A79F4@sagemcom.com>
References: <19633_1302075841_4D9C19C0_19633_49_2_OF588EFA66.9ABE1849-ONC125786A.002A3287-C125786A.002A79F4@sagemcom.com>
Message-ID: <20110406142248.GU3198@jibsheet.com>

On Wed, Apr 06, 2011 at 09:43:56AM +0200, Rapha?l MOUNEYRES wrote:
>    i'm dealing with missing @INC by adding a line such this one at the begining of the
>    RT_SiteConfig.pm file :
> 
>    use lib '/opt/rt3/local/plugins/xxxyourplguin/lib';

This should never be required if you've configured @Plugins correctly

-kevin
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From falcone at bestpractical.com  Wed Apr  6 10:28:14 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 6 Apr 2011 10:28:14 -0400
Subject: [rt-users] Default Search Format per queue
In-Reply-To: <32DD3FF116BE9D458E828DA941CF32BB03060D2C@exchange01.is.foreshore.net>
References: <32DD3FF116BE9D458E828DA941CF32BB03060D2C@exchange01.is.foreshore.net>
Message-ID: <20110406142814.GV3198@jibsheet.com>

On Wed, Apr 06, 2011 at 11:04:27AM +0100, Dave Wells wrote:
>    Is it possible to have a different Results page per queue when using QuickSearch to select the
>    queue results? i.e. clicking on the queue name in QuickSearch

Not without modifying code, it uses either the global or user specific
search format on that link.

>    I know that the user has a default Search format and there is a system wide default search
>    format but is there one per queue?
> 
> 
> 
>    If the answer to this is no, is there anyway I can have something displayed like the
>    QuickSearch but with a modified list of saved searches?  I don't want the results displayed on
>    the homepage just the option to run the saved search i.e. a list of saved searches.

You might be able to backport the SavedSearches homepage element that
I wrote to be part of 4.0 to run on 3.6

-kevin
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From falcone at bestpractical.com  Wed Apr  6 10:29:43 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 6 Apr 2011 10:29:43 -0400
Subject: [rt-users] Cut text and Gibrish in comment
In-Reply-To: <BEBA8A5A23F89E4C93657FBF15D7AE4D0DF9103B@XEXMBX01.services.local>
References: <BEBA8A5A23F89E4C93657FBF15D7AE4D0DF9103B@XEXMBX01.services.local>
Message-ID: <20110406142943.GW3198@jibsheet.com>

On Wed, Apr 06, 2011 at 12:18:06PM +0000, Karmi Simonov wrote:
>    Hi All,
> 
>    I noticed that when commenting or replying on a correspondence using explorer 8 or 9 (and not
>    in Chrome \ Firefox), the text is getting cut, spaces are added in the middle of words, some
>    irrelevant characters are being added to it (like the question marks below), and the footer of
>    the RT web page is also added (looks like this: ** ********************************
>    ******************Time to display: 0 .30 5428** ******>>|<< RT 3.8.2 Copyright 1996-2008
>    **Best Practical Solutions, L LC**. ************).
> 
>    I'm using RT 3.8.2.
>    The text I add is pure English.

This sounds like a bug fixed in the 2 years since 3.8.2 was released

-kevin
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From dave.wells at foreshore.net  Wed Apr  6 11:20:31 2011
From: dave.wells at foreshore.net (Dave Wells)
Date: Wed, 6 Apr 2011 16:20:31 +0100
Subject: [rt-users] Default Search Format per queue
In-Reply-To: <20110406142814.GV3198@jibsheet.com>
References: <32DD3FF116BE9D458E828DA941CF32BB03060D2C@exchange01.is.foreshore.net>
	<20110406142814.GV3198@jibsheet.com>
Message-ID: <32DD3FF116BE9D458E828DA941CF32BB03060DAA@exchange01.is.foreshore.net>

That is exactly what I thought but just wanted to check.

Many Thanks, will have a look at SavedSearches homepage element.

David Wells 

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin
Falcone
Sent: 06 April 2011 15:28
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Default Search Format per queue

On Wed, Apr 06, 2011 at 11:04:27AM +0100, Dave Wells wrote:
>    Is it possible to have a different Results page per queue when
using QuickSearch to select the
>    queue results? i.e. clicking on the queue name in QuickSearch

Not without modifying code, it uses either the global or user specific
search format on that link.

>    I know that the user has a default Search format and there is a
system wide default search
>    format but is there one per queue?
> 
> 
> 
>    If the answer to this is no, is there anyway I can have something
displayed like the
>    QuickSearch but with a modified list of saved searches?  I don't
want the results displayed on
>    the homepage just the option to run the saved search i.e. a list of
saved searches.

You might be able to backport the SavedSearches homepage element that I
wrote to be part of 4.0 to run on 3.6

-kevin



From mark at thermeon.com  Wed Apr  6 12:12:51 2011
From: mark at thermeon.com (Mark Olliver)
Date: Wed, 6 Apr 2011 17:12:51 +0100
Subject: [rt-users] 3.6.4 to 3.8.9
Message-ID: <BANLkTikKbO+MviLDP=b3bLtHGQBh7uj=Ow@mail.gmail.com>

Hi,

I am looking at upgrading our RT to 3.8.9, due to the age of our
current setup I have dumped the original database and created another
on the same machine and created a new mason_handler process with the
new RT in a different Dir. The upgrade went smoothish and i can now
login ok however, If i click on a ticket it takes me back to my old RT
and not the new one.

All the other links on the page correctly go to /rt3 but tickets for
some reason on the main page load to /rt our old url?

Any ideas how to fix this?


Thanks

Mark


From falcone at bestpractical.com  Wed Apr  6 12:34:55 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 6 Apr 2011 12:34:55 -0400
Subject: [rt-users] 3.6.4 to 3.8.9
In-Reply-To: <BANLkTikKbO+MviLDP=b3bLtHGQBh7uj=Ow@mail.gmail.com>
References: <BANLkTikKbO+MviLDP=b3bLtHGQBh7uj=Ow@mail.gmail.com>
Message-ID: <20110406163455.GX3198@jibsheet.com>

On Wed, Apr 06, 2011 at 05:12:51PM +0100, Mark Olliver wrote:
> Hi,
> 
> I am looking at upgrading our RT to 3.8.9, due to the age of our
> current setup I have dumped the original database and created another
> on the same machine and created a new mason_handler process with the
> new RT in a different Dir. The upgrade went smoothish and i can now
> login ok however, If i click on a ticket it takes me back to my old RT
> and not the new one.
> 
> All the other links on the page correctly go to /rt3 but tickets for
> some reason on the main page load to /rt our old url?
> 

Most likely you have a saved default format in your preferences or the
search itself has a custom format where instead of __WebPath__ there
is a hardcoded /rt/

-kevin
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From Jeff.Peterson at consonus.com  Wed Apr  6 21:48:34 2011
From: Jeff.Peterson at consonus.com (Peterson, Jeff)
Date: Wed, 6 Apr 2011 21:48:34 -0400
Subject: [rt-users] Autoreply email addresses excluded on create
Message-ID: <97620462AF07F447AE6D11CBA76CA9230117BC18A5@rduex07>

I have been using RT a little over a year and have multiple systems that automatically create tickets but I don't want these tickets to autoreply to the creation of the tickets.  I Have looked at several examples from the wiki examples and none of them seem to work.  Here are a few examples I have tried.   I put each of them in scrip #3 On Create Autoreply in the custom condition field.  No matter which code I use an autoreply is generated.  Any help would be appreciated.  Thanks in advance!
#1 example
if $self->TicketObj->RequestorAddresses =~ /userid\@domain\.com/i){
return 0;
}
else{
return 1;
}

I have tried return 0 and undef.

#2 example
my @exceptionList = ('joe at goblow.com',
                     'fred at quarry.com',
                     'scooby at mysterymachine.com');

my $transactionType = $self->TransactionObj->Type;
my $ticketRequestor = lc($self->TicketObj->RequestorAddresses);

if ($transactionType eq 'Create') {
  return if grep { $ticketRequestor eq lc($_) } @exceptionList;
  return 1;
}
return;

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From falcone at bestpractical.com  Wed Apr  6 22:17:34 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 6 Apr 2011 22:17:34 -0400
Subject: [rt-users] Autoreply email addresses excluded on create
In-Reply-To: <97620462AF07F447AE6D11CBA76CA9230117BC18A5@rduex07>
References: <97620462AF07F447AE6D11CBA76CA9230117BC18A5@rduex07>
Message-ID: <20110407021734.GY3198@jibsheet.com>

On Wed, Apr 06, 2011 at 09:48:34PM -0400, Peterson, Jeff wrote:
>    I have been using RT a little over a year and have multiple systems that automatically create
>    tickets but I don't want these tickets to autoreply to the creation of the tickets.  I Have
>    looked at several examples from the wiki examples and none of them seem to work.  Here are a
>    few examples I have tried.   I put each of them in scrip #3 On Create Autoreply in the custom
>    condition field.  No matter which code I use an autoreply is generated.  Any help would be
>    appreciated.  Thanks in advance!

Are you changing the condition from On Create to User Defined?

Also, you can always go edit the user account and leave the Username
set to userid at domain.com but blank their email address out and RT will
never send them email.

-kevin

>    #1 example
> 
>    if $self->TicketObj->RequestorAddresses =~ /userid\@domain\.com/i){
> 
>    return 0;
> 
>    }
> 
>    else{
> 
>    return 1;
> 
>    }
> 
> 
> 
>    I have tried return 0 and undef.
> 
> 
> 
>    #2 example
> 
>    my @exceptionList = ('joe at goblow.com',
> 
>                         'fred at quarry.com',
> 
>                         'scooby at mysterymachine.com');
> 
> 
> 
>    my $transactionType = $self->TransactionObj->Type;
> 
>    my $ticketRequestor = lc($self->TicketObj->RequestorAddresses);
> 
> 
> 
>    if ($transactionType eq 'Create') {
> 
>      return if grep { $ticketRequestor eq lc($_) } @exceptionList;
> 
>      return 1;
> 
>    }
> 
>    return;
> 
> 
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From fireskyer at gmx.de  Thu Apr  7 04:16:10 2011
From: fireskyer at gmx.de (john s.)
Date: Thu, 7 Apr 2011 01:16:10 -0700 (PDT)
Subject: [rt-users]  Can't Change logo
Message-ID: <31340412.post@talk.nabble.com>


Hello 

I'm trying to change the Logo with our Company ones 

So I Followed the instruction here:

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

But it doesn't work.

My Configs are:

RT_SiteConfig:

et($rtname , "examplecorp");

Set($Organization , "rt.example.com");

# $user_passwd_min defines the minimum length for user passwords. Setting
# it to 0 disables this check

# $Timezone is used to convert times entered by users into GMT and back
again
# It should be set to a timezone recognized by your local unix box.
#TIMEZONE . takes the timezone from linux installation.
my $zone = "UTC";
$zone='/bin/cat /etc/timezone'
if -f "/etc/timezone";
chomp $zone;
Set($Timezone, $zone);
Set($WebPath , '/rt');
Set($WebBaseURL , "http://rt.sba.local");


#Set($WebBaseURL, "http://(your URL)");
Set($LogoImageWidth, 100);
Set($LogoImageHeight, 100);
Set($WebImagesURL , $WebPath . "/NoAuth/images/");  # need this for below
Set($LogoURL, $WebImagesURL . "SBA.gif");
Set($LogoLinkURL, 'http://rt.sba.local/rt/');
Set($LogoImageURL, $WebImagesURL . "SBA.gif");
Set($LogoAltText, "SBA");
Set($LogoImageHeight, 55);
Set($LogoImageWidth, 383);


and here 

Layout.css:

div#footer #bpscredits {
 text-align: right;
 background: url(<%RT->Config->Get('WebPath')%>/NoAuth/images//bplogo.gif)
no-repeat top right;
 padding-top: 4em;
} 


/* logo stuff */

div#logo {
}


#div#logo a {
#     display: none;
#    position: absolute;
#    left: 0;
#    bottom: 0;
#}


div#logo a {
display: none;
position: fixed;
right: 1%;
bottom: 1%;
}

}
  div#logo a img {
+    z-index: 100;
+    position: absolute;
      border: 0;
  }
  div#logo .rtname {




Ps: In earlier Versions of RT i only modfiied  the layout.css file but with
newer Versions it doesn't work anymore 


best regards john 
-- 
View this message in context: http://old.nabble.com/Can%27t-Change-logo-tp31340412p31340412.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.



From tapio.tirkkola at csolutor.fi  Thu Apr  7 05:12:58 2011
From: tapio.tirkkola at csolutor.fi (Tapio Tirkkola)
Date: Thu, 7 Apr 2011 12:12:58 +0300
Subject: [rt-users] Problem delivering email messages to RT queues
Message-ID: <8A9970C007432E409C732F2236D49EAF4318E1@s11.CSolutor.fi>

Hi

 

I'm confused as I noticed that email messaged destined to create or
update tickets in RT seem to do nothing anymore.

I've had this configuration work properly before but suddenly it doesn't
work anymore. 

And - yes, as so often - I don't know that anything would have been
changed in the system.

 

I use postfix on my RT host. 

 

So far I have verified, that email is still successfully delivered to my
local mailbox on the RT host, both from my work mail (internally) and
from my private mail (from public internet). Thus it seems that there is
no general mail delivery problem to accounts in my RT email domain. 

 

However, messages to email addresses in the same email domain that match
my RT queues don't seem to receive anything. At least messages don't
appear in RT as new or updated tickets. And I don't get any responses
like "Undeliverable..." like I do in case I try to send to a completely
non-existing email address in the same domain.

 

To me it looks like there's something funny in how RT receives the
messages.

Can anyone give hints how to troubleshoot this kind of a problem?

E.g. is there a way to check postfix logs or something whether the
messages have been received and maybe find out what happened to them?

Or is there a way in RT to troubleshoot incoming email messages?

 

Regards, Tapio Tirkkola

tapio.tirkkola at csolutor.fi

 

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From karmi.simonov at panayainc.com  Thu Apr  7 05:18:40 2011
From: karmi.simonov at panayainc.com (Karmi Simonov)
Date: Thu, 7 Apr 2011 09:18:40 +0000
Subject: [rt-users] Cut text and Gibrish in comment
In-Reply-To: <20110406142943.GW3198@jibsheet.com>
References: <BEBA8A5A23F89E4C93657FBF15D7AE4D0DF9103B@XEXMBX01.services.local>
	<20110406142943.GW3198@jibsheet.com>
Message-ID: <BEBA8A5A23F89E4C93657FBF15D7AE4D0DF9344D@XEXMBX01.services.local>

I'm using CentOS 5.2 RPM.
Do you know a repository where I can get a newer version?

Karmi.


-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone
Sent: Wednesday, April 06, 2011 5:30 PM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Cut text and Gibrish in comment

On Wed, Apr 06, 2011 at 12:18:06PM +0000, Karmi Simonov wrote:
>    Hi All,
> 
>    I noticed that when commenting or replying on a correspondence using explorer 8 or 9 (and not
>    in Chrome \ Firefox), the text is getting cut, spaces are added in the middle of words, some
>    irrelevant characters are being added to it (like the question marks below), and the footer of
>    the RT web page is also added (looks like this: ** ********************************
>    ******************Time to display: 0 .30 5428** ******>>|<< RT 3.8.2 Copyright 1996-2008
>    **Best Practical Solutions, L LC**. ************).
> 
>    I'm using RT 3.8.2.
>    The text I add is pure English.

This sounds like a bug fixed in the 2 years since 3.8.2 was released

-kevin


From smithj4 at bnl.gov  Thu Apr  7 06:34:24 2011
From: smithj4 at bnl.gov (Jason A. Smith)
Date: Thu, 07 Apr 2011 06:34:24 -0400
Subject: [rt-users] Can't Change logo
In-Reply-To: <31340412.post@talk.nabble.com>
References: <31340412.post@talk.nabble.com>
Message-ID: <4D9D9330.1090401@bnl.gov>

In addition to the new config settings to display a logo, we have to use 
the attached style sheet patch for it to actually work for us.  This was 
also reported in this ticket:

http://issues.bestpractical.com/Ticket/Display.html?id=14882

 From your message below, it looks like you still have "display: none;" 
in your style sheet.

~Jason


On 04/07/2011 04:16 AM, john s. wrote:
>
> Hello
>
> I'm trying to change the Logo with our Company ones
>
> So I Followed the instruction here:
>
> http://requesttracker.wikia.com/wiki/ChangeLogo
> http://requesttracker.wikia.com/wiki/ChangeLogo
>
> But it doesn't work.
>
> My Configs are:
>
> RT_SiteConfig:
>
> et($rtname , "examplecorp");
>
> Set($Organization , "rt.example.com");
>
> # $user_passwd_min defines the minimum length for user passwords. Setting
> # it to 0 disables this check
>
> # $Timezone is used to convert times entered by users into GMT and back
> again
> # It should be set to a timezone recognized by your local unix box.
> #TIMEZONE . takes the timezone from linux installation.
> my $zone = "UTC";
> $zone='/bin/cat /etc/timezone'
> if -f "/etc/timezone";
> chomp $zone;
> Set($Timezone, $zone);
> Set($WebPath , '/rt');
> Set($WebBaseURL , "http://rt.sba.local");
>
>
> #Set($WebBaseURL, "http://(your URL)");
> Set($LogoImageWidth, 100);
> Set($LogoImageHeight, 100);
> Set($WebImagesURL , $WebPath . "/NoAuth/images/");  # need this for below
> Set($LogoURL, $WebImagesURL . "SBA.gif");
> Set($LogoLinkURL, 'http://rt.sba.local/rt/');
> Set($LogoImageURL, $WebImagesURL . "SBA.gif");
> Set($LogoAltText, "SBA");
> Set($LogoImageHeight, 55);
> Set($LogoImageWidth, 383);
>
>
> and here
>
> Layout.css:
>
> div#footer #bpscredits {
>   text-align: right;
>   background: url(<%RT->Config->Get('WebPath')%>/NoAuth/images//bplogo.gif)
> no-repeat top right;
>   padding-top: 4em;
> }
>
>
> /* logo stuff */
>
> div#logo {
> }
>
>
> #div#logo a {
> #     display: none;
> #    position: absolute;
> #    left: 0;
> #    bottom: 0;
> #}
>
>
> div#logo a {
> display: none;
> position: fixed;
> right: 1%;
> bottom: 1%;
> }
>
> }
>    div#logo a img {
> +    z-index: 100;
> +    position: absolute;
>        border: 0;
>    }
>    div#logo .rtname {
>
>
>
>
> Ps: In earlier Versions of RT i only modfiied  the layout.css file but with
> newer Versions it doesn't work anymore
>
>
> best regards john

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From mark at thermeon.com  Thu Apr  7 07:22:35 2011
From: mark at thermeon.com (Mark Olliver)
Date: Thu, 7 Apr 2011 12:22:35 +0100
Subject: [rt-users] Blacklist mail recipients
Message-ID: <BANLkTinohiZOWgYE9NX=C3DfEFjRabRHUQ@mail.gmail.com>

Hi,

I am upgrading from 3.6.4 to 3.8.9 and have a question with regards to
blacklisting email addresses, currently we have the following set in
our RT_SiteConfig.pm and some code in SendEmail.pm to suppress the
sending of mail to those emails. However, I can not see how to get
this to work in the new version. I have checked the wiki
http://requesttracker.wikia.com/wiki/Blacklist but that does not seem
to match the code i see in 3.8.9 and also that tells me to use a comma
separated list of email addresses. I really need a dynamic list like
this as we have many of our servers send email in to RT under
different accounts but none of them need replies.

Any ideas gratefully received.

Mark

## Black list {{{

@domains = qw(  customer1.+\.com
                .*server1.*\..+
                      );

@users = qw(    root
                rsyslog
                nobody
                svn
                tickets
                sales
                support
                monit
                admin
                mail.*    );
@SquelchRepliesTo = qw( ) unless (@SquelchRepliesTo);
foreach $d (@domains){
    map { push @SquelchRepliesTo, $_.'@'.$d } @users;
    }
Set($BlackList, \@SquelchRepliesTo);


From fireskyer at gmx.de  Thu Apr  7 09:09:41 2011
From: fireskyer at gmx.de (john s.)
Date: Thu, 7 Apr 2011 06:09:41 -0700 (PDT)
Subject: [rt-users] Can't Change logo
In-Reply-To: <4D9D9330.1090401@bnl.gov>
References: <31340412.post@talk.nabble.com> <4D9D9330.1090401@bnl.gov>
Message-ID: <31342263.post@talk.nabble.com>



In addition to the new config settings to display a logo, we have to use
the attached style sheet patch for it to actually work for us.  This was
also reported in this ticket:

http://issues.bestpractical.com/Ticket/Display.html?id=14882

 From your message below, it looks like you still have "display: none;"
in your style sheet.




Is these Patch only Recommend for rt 3.8.8 or also for 3.8.9

I forgot is use RT: 3.8.9


best regrards john 
-- 
View this message in context: http://old.nabble.com/Can%27t-Change-logo-tp31340412p31342263.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.



From smithj4 at bnl.gov  Thu Apr  7 09:24:43 2011
From: smithj4 at bnl.gov (Jason A. Smith)
Date: Thu, 07 Apr 2011 09:24:43 -0400
Subject: [rt-users] Can't Change logo
In-Reply-To: <31342263.post@talk.nabble.com>
References: <31340412.post@talk.nabble.com> <4D9D9330.1090401@bnl.gov>
	<31342263.post@talk.nabble.com>
Message-ID: <4D9DBB1B.6090906@bnl.gov>

On 04/07/2011 09:09 AM, john s. wrote:
>
>
> In addition to the new config settings to display a logo, we have to use
> the attached style sheet patch for it to actually work for us.  This was
> also reported in this ticket:
>
> http://issues.bestpractical.com/Ticket/Display.html?id=14882
>
>   From your message below, it looks like you still have "display: none;"
> in your style sheet.
>
>
>
>
> Is these Patch only Recommend for rt 3.8.8 or also for 3.8.9

The patch was made against 3.8.8 but applies cleanly to 3.8.9.

> I forgot is use RT: 3.8.9
>
>
> best regrards john


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From mark at thermeon.com  Thu Apr  7 09:43:13 2011
From: mark at thermeon.com (Mark Olliver)
Date: Thu, 7 Apr 2011 14:43:13 +0100
Subject: [rt-users] 3.6.4 to 3.8.9
In-Reply-To: <20110406163455.GX3198@jibsheet.com>
References: <BANLkTikKbO+MviLDP=b3bLtHGQBh7uj=Ow@mail.gmail.com>
	<20110406163455.GX3198@jibsheet.com>
Message-ID: <BANLkTimvuPQNR_fKZosHUA1ErQ13OE7ukQ@mail.gmail.com>

Hi,

I have searched for this and can not see anything different, i have
just done a clean install on RT 3.8.9 and only used an upgraded db
from 3.6.4. So i guess this must be coming from the DB, do you know
what table / field it would be in so that i can correct the entry?

Thanks

Mark

On 6 April 2011 17:34, Kevin Falcone <falcone at bestpractical.com> wrote:
> On Wed, Apr 06, 2011 at 05:12:51PM +0100, Mark Olliver wrote:
>> Hi,
>>
>> I am looking at upgrading our RT to 3.8.9, due to the age of our
>> current setup I have dumped the original database and created another
>> on the same machine and created a new mason_handler process with the
>> new RT in a different Dir. The upgrade went smoothish and i can now
>> login ok however, If i click on a ticket it takes me back to my old RT
>> and not the new one.
>>
>> All the other links on the page correctly go to /rt3 but tickets for
>> some reason on the main page load to /rt our old url?
>>
>
> Most likely you have a saved default format in your preferences or the
> search itself has a custom format where instead of __WebPath__ there
> is a hardcoded /rt/
>
> -kevin
>


From fireskyer at gmx.de  Thu Apr  7 09:48:26 2011
From: fireskyer at gmx.de (john s.)
Date: Thu, 7 Apr 2011 06:48:26 -0700 (PDT)
Subject: [rt-users] Can't Change logo
In-Reply-To: <31342263.post@talk.nabble.com>
References: <31340412.post@talk.nabble.com> <4D9D9330.1090401@bnl.gov>
	<31342263.post@talk.nabble.com>
Message-ID: <31342690.post@talk.nabble.com>



Okay i tried to patch the file with the following command : 

sudo patch  <  rt-3.8.8-web2-style-sheet-logo.patch

   it comes an error:  Hunk #1 FAILED at 171.


so what's wrong?


best regards john s. 



-- 
View this message in context: http://old.nabble.com/Can%27t-Change-logo-tp31340412p31342690.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.



From fireskyer at gmx.de  Thu Apr  7 09:58:04 2011
From: fireskyer at gmx.de (john s.)
Date: Thu, 7 Apr 2011 06:58:04 -0700 (PDT)
Subject: [rt-users] RT-Authen-ExternalAuth-0.08 which packages i need for
 Authentification ?
Message-ID: <31342791.post@talk.nabble.com>


Hello all....

I try to integrate  ExternalAuth-0.08 Modul in RT.

But i don't know exactly which system packages i need for it..   for only an
Authentifiaction with RT no
Samba or other stuff  

My System is : Ubuntu 10.04

here is my Ldap Config:

# AN EXAMPLE LDAP SERVICE
                       
Set($ExternalAuthPriority,           [ 'My_LDAP' ] );
   Set($ExternalInfoPriority,           [ 'My_LDAP' ] );
   Set($ExternalServiceUsesSSLorTLS,    0);
   Set($AutoCreateNonExternalUsers,     0);





                                        'My_LDAP'       =>  {   ## GENERIC
SECTION
                                                        # The type of
service (db/ldap/cookie)
                                                        'type'                     
=>  'ldap',
                                                        # The server hosting
the service
                                                        'server'                   
=>  '192.168.123.41',
                                                        ## SERVICE-SPECIFIC
SECTION
                                                        # If you can bind to
your LDAP server anonymously you should
                                                        # remove the user
and pass config lines, otherwise specify them here:
                                                        #
                                                        # The username RT
should use to connect to the LDAP server
                                                        'user'                     
=>  'USER',
                                                        # The password RT
should use to connect to the LDAP server
                                                        'pass'                   
=>  'password',
                                                        #
                                                        # The LDAP search
base
                                                        'base'                     
=>  'ou=Benutzer,ou=SBAOU,dc=sbah,dc=local',
                                                        #
                                                        # ALL FILTERS MUST
BE VALID LDAP FILTERS ENCASED IN PARENTHESES!
                                                        # YOU **MUST**
SPECIFY A filter AND A d_filter!!
                                                        #
                                                        # The filter to use
to match RT-Users
                                                        'filter'                   
=>  '(objectClass=User)',
                                                        # A catch-all
example filter: '(objectClass=*)'
                                                        #
                                                        # The filter that
will only match disabled users
                                                        'd_filter'                 
=>  '(objectClass=FooBarBaz)',
                                                        # A catch-none
example d_filter: '(objectClass=FooBarBaz)'
                                                        #
                                                        # Should we try to
use TLS to encrypt connections?
                                                        'tls'                      
=>  0,
                                                        # SSL Version to
provide to Net::SSLeay *if* using SSL
                                                        'ssl_version'              
=>  3,
                                                        # What other args
should I pass to Net::LDAP->new($host, at args)?
                                                        'net_ldap_args'            
=> [    version =>  3   ],
                                                        # Does
authentication depend on group membership? What group name?
                                                        'group'                    
=>  'GROUP_NAME',
                                                        # What is the
attribute for the group object that determines membership?
                                                        'group_attr'               
=>  'GROUP_ATTR',
                                                        ## RT ATTRIBUTE
MATCHING SECTION
                                                        # The list of RT
attributes that uniquely identify a user
                                                        # This example shows
what you *can* specify.. I recommend reducing this
                                                        # to just the Name
and EmailAddress to save encountering problems later.
                                                        'attr_match_list'          
=> [    'Name',
                                                                                           
'EmailAddress',
                                                                                           
                                                                                       
],
                                                        # The mapping of RT
attributes on to LDAP attributes
                                                        'attr_map'                 
=>  {   'Name' => 'sAMAccountName',
                                                                                           
'EmailAddress' => 'mail',
                                                                                           
'Organization' => 'physicalDeliveryOfficeName',
                                                                                           
'RealName' => 'cn',
                                                                                           
'ExternalAuthId' => 'sAMAccountName',
                                                                                           
'Gecos' => 'sAMAccountName',
                                                                                           
'WorkPhone' => 'telephoneNumber',
                                                                                           
'Address1' => 'streetAddress',
                                                                                           
'City' => 'l',
                                                                                           
'State' => 'st',
                                                                                           
'Zip' => 'postalCode',
                                                                                           
'Country' => 'co'
                                                                                       
}
                                                    },






may sb could help me...   it will be great ....

best regards john 
-- 
View this message in context: http://old.nabble.com/RT-Authen-ExternalAuth-0.08-which-packages-i-need-for-Authentification---tp31342791p31342791.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.



From trs at bestpractical.com  Thu Apr  7 10:00:35 2011
From: trs at bestpractical.com (Thomas Sibley)
Date: Thu, 07 Apr 2011 10:00:35 -0400
Subject: [rt-users] 3.6.4 to 3.8.9
In-Reply-To: <BANLkTimvuPQNR_fKZosHUA1ErQ13OE7ukQ@mail.gmail.com>
References: <BANLkTikKbO+MviLDP=b3bLtHGQBh7uj=Ow@mail.gmail.com>	<20110406163455.GX3198@jibsheet.com>
	<BANLkTimvuPQNR_fKZosHUA1ErQ13OE7ukQ@mail.gmail.com>
Message-ID: <4D9DC383.3070805@bestpractical.com>

On 04/07/2011 09:43 AM, Mark Olliver wrote:
> Hi,
> 
> I have searched for this and can not see anything different, i have
> just done a clean install on RT 3.8.9 and only used an upgraded db
> from 3.6.4. So i guess this must be coming from the DB, do you know
> what table / field it would be in so that i can correct the entry?

Saved searches are stored in attributes and not immediately viewable or
searchable from the database (although they do live there).  You want to
look at the Formats of the system saved searches that get displayed on
the homepage.  As a superuser you should be able to load up the saved
searches and edit the format.

Thomas


From ruz at bestpractical.com  Thu Apr  7 10:04:04 2011
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Thu, 7 Apr 2011 18:04:04 +0400
Subject: [rt-users] Blacklist mail recipients
In-Reply-To: <BANLkTinohiZOWgYE9NX=C3DfEFjRabRHUQ@mail.gmail.com>
References: <BANLkTinohiZOWgYE9NX=C3DfEFjRabRHUQ@mail.gmail.com>
Message-ID: <BANLkTikW5DkTRcAPUfrWF7Y2h7HQ0CjL8g@mail.gmail.com>

Use RTAddressRegexp. Addresses matching this regular expression
wouldn't be notified, wouldn't be added as watchers on tickets and so
on.

Strictly speaking it's an abuse of the option, but at this point it
will work just fine, but later (somwhere in 4.x, but not in 4.0)
things may change.

On Thu, Apr 7, 2011 at 3:22 PM, Mark Olliver <mark at thermeon.com> wrote:
> Hi,
>
> I am upgrading from 3.6.4 to 3.8.9 and have a question with regards to
> blacklisting email addresses, currently we have the following set in
> our RT_SiteConfig.pm and some code in SendEmail.pm to suppress the
> sending of mail to those emails. However, I can not see how to get
> this to work in the new version. I have checked the wiki
> http://requesttracker.wikia.com/wiki/Blacklist but that does not seem
> to match the code i see in 3.8.9 and also that tells me to use a comma
> separated list of email addresses. I really need a dynamic list like
> this as we have many of our servers send email in to RT under
> different accounts but none of them need replies.
>
> Any ideas gratefully received.
>
> Mark
>
> ## Black list {{{
>
> @domains = qw( ?customer1.+\.com
> ? ? ? ? ? ? ? ?.*server1.*\..+
> ? ? ? ? ? ? ? ? ? ? ?);
>
> @users = qw( ? ?root
> ? ? ? ? ? ? ? ?rsyslog
> ? ? ? ? ? ? ? ?nobody
> ? ? ? ? ? ? ? ?svn
> ? ? ? ? ? ? ? ?tickets
> ? ? ? ? ? ? ? ?sales
> ? ? ? ? ? ? ? ?support
> ? ? ? ? ? ? ? ?monit
> ? ? ? ? ? ? ? ?admin
> ? ? ? ? ? ? ? ?mail.* ? ?);
> @SquelchRepliesTo = qw( ) unless (@SquelchRepliesTo);
> foreach $d (@domains){
> ? ?map { push @SquelchRepliesTo, $_.'@'.$d } @users;
> ? ?}
> Set($BlackList, \@SquelchRepliesTo);
>



-- 
Best regards, Ruslan.


From mark at thermeon.com  Thu Apr  7 10:08:25 2011
From: mark at thermeon.com (Mark Olliver)
Date: Thu, 7 Apr 2011 15:08:25 +0100
Subject: [rt-users] 3.6.4 to 3.8.9
In-Reply-To: <4D9DC383.3070805@bestpractical.com>
References: <BANLkTikKbO+MviLDP=b3bLtHGQBh7uj=Ow@mail.gmail.com>
	<20110406163455.GX3198@jibsheet.com>
	<BANLkTimvuPQNR_fKZosHUA1ErQ13OE7ukQ@mail.gmail.com>
	<4D9DC383.3070805@bestpractical.com>
Message-ID: <BANLkTi=zMxBjSnPJX84pfvQbk4V16SAc3g@mail.gmail.com>

Hi,

I can load up the format ok but i dont see where to edit the WebPath
it does not display in RT?
This seems to be happening to all users anywhere a list of tickets is
presented in the column format.

Regards

Mark

On 7 April 2011 15:00, Thomas Sibley <trs at bestpractical.com> wrote:
> On 04/07/2011 09:43 AM, Mark Olliver wrote:
>> Hi,
>>
>> I have searched for this and can not see anything different, i have
>> just done a clean install on RT 3.8.9 and only used an upgraded db
>> from 3.6.4. So i guess this must be coming from the DB, do you know
>> what table / field it would be in so that i can correct the entry?
>
> Saved searches are stored in attributes and not immediately viewable or
> searchable from the database (although they do live there). ?You want to
> look at the Formats of the system saved searches that get displayed on
> the homepage. ?As a superuser you should be able to load up the saved
> searches and edit the format.
>
> Thomas
>


From smithj4 at bnl.gov  Thu Apr  7 10:14:03 2011
From: smithj4 at bnl.gov (Jason A. Smith)
Date: Thu, 07 Apr 2011 10:14:03 -0400
Subject: [rt-users] Can't Change logo
In-Reply-To: <31342690.post@talk.nabble.com>
References: <31340412.post@talk.nabble.com>
	<4D9D9330.1090401@bnl.gov>	<31342263.post@talk.nabble.com>
	<31342690.post@talk.nabble.com>
Message-ID: <4D9DC6AB.7040101@bnl.gov>

On 04/07/2011 09:48 AM, john s. wrote:
>
>
> Okay i tried to patch the file with the following command :
>
> sudo patch<   rt-3.8.8-web2-style-sheet-logo.patch
>
>     it comes an error:  Hunk #1 FAILED at 171.
>
>
> so what's wrong?

Don't know.  If you are trying to apply it to the file that you already 
manually edited then it will probably fail.  It works for me since I 
used it in my rt rpm spec file for 3.8.9 & 3.8.9.  The patch only 
changes a few lines so you can try to manually edit the file.

> best regards john s.
>
>
>


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From davidnicol at gmail.com  Thu Apr  7 10:21:05 2011
From: davidnicol at gmail.com (David Nicol)
Date: Thu, 7 Apr 2011 09:21:05 -0500
Subject: [rt-users] please advise concerning "can't locate object method"
	errors in 3.8.8
Message-ID: <BANLkTin3M9M8duZ4wM8B_6jeO9Rk7EgeYw@mail.gmail.com>

The two problems are:

click on rtfm, get this error:

RT::FM::Article::CurrentUserHasRight Unimplemented in
RT::FM::ArticleCollection.
(/data02/rt3/bin/../lib/RT/FM/ArticleCollection_Overlay.pm line 38)

Click on priority tickets, get this:

Can't locate object method "SearchIds" via package "RT::Dashboard" at
/data02/rt3/share/html/Dashboards/Render.html line 61, line 1662.


Are these known problems with 3.8.8 that are fixed in 3.8.9? We're
upgrading from 3.8.0 to 3.8.8; do we need to tweak a configuration
file or build with different options or something?


From trs at bestpractical.com  Thu Apr  7 10:32:49 2011
From: trs at bestpractical.com (Thomas Sibley)
Date: Thu, 07 Apr 2011 10:32:49 -0400
Subject: [rt-users] Can't Change logo
In-Reply-To: <4D9DC6AB.7040101@bnl.gov>
References: <31340412.post@talk.nabble.com>	<4D9D9330.1090401@bnl.gov>	<31342263.post@talk.nabble.com>	<31342690.post@talk.nabble.com>
	<4D9DC6AB.7040101@bnl.gov>
Message-ID: <4D9DCB11.1010906@bestpractical.com>

On 04/07/2011 10:14 AM, Jason A. Smith wrote:
> On 04/07/2011 09:48 AM, john s. wrote:
>>
>>
>> Okay i tried to patch the file with the following command :
>>
>> sudo patch<   rt-3.8.8-web2-style-sheet-logo.patch

I bet you need to specify -p1 to the patch command.  The full output of
the patch command would also be useful here since you just included the
error not the file it was trying to patch.

Thomas

>>     it comes an error:  Hunk #1 FAILED at 171.
>>
>>
>> so what's wrong?
> 
> Don't know.  If you are trying to apply it to the file that you already
> manually edited then it will probably fail.  It works for me since I
> used it in my rt rpm spec file for 3.8.9 & 3.8.9.  The patch only
> changes a few lines so you can try to manually edit the file.
> 
>> best regards john s.
>>
>>
>>
> 
> 



From trs at bestpractical.com  Thu Apr  7 10:52:36 2011
From: trs at bestpractical.com (Thomas Sibley)
Date: Thu, 07 Apr 2011 10:52:36 -0400
Subject: [rt-users] 3.6.4 to 3.8.9
In-Reply-To: <BANLkTi=zMxBjSnPJX84pfvQbk4V16SAc3g@mail.gmail.com>
References: <BANLkTikKbO+MviLDP=b3bLtHGQBh7uj=Ow@mail.gmail.com>	<20110406163455.GX3198@jibsheet.com>	<BANLkTimvuPQNR_fKZosHUA1ErQ13OE7ukQ@mail.gmail.com>	<4D9DC383.3070805@bestpractical.com>
	<BANLkTi=zMxBjSnPJX84pfvQbk4V16SAc3g@mail.gmail.com>
Message-ID: <4D9DCFB4.6030304@bestpractical.com>

On 04/07/2011 10:08 AM, Mark Olliver wrote:
> Hi,
> 
> I can load up the format ok but i dont see where to edit the WebPath
> it does not display in RT?
> This seems to be happening to all users anywhere a list of tickets is
> presented in the column format.

As Kevin said earlier, the problem is that your format hardcodes a path
like /rt/ instead of using __WebPath__ which gets dynamically replaced
with the value of WebPath from your current configuration.  You're not
looking for WebPath, you're looking for the wrong hardcoded path.  If
you copy and paste the format we can point to the problem.

Thomas


From mark at thermeon.com  Thu Apr  7 10:57:16 2011
From: mark at thermeon.com (Mark Olliver)
Date: Thu, 7 Apr 2011 15:57:16 +0100
Subject: [rt-users] 3.6.4 to 3.8.9
In-Reply-To: <4D9DCFB4.6030304@bestpractical.com>
References: <BANLkTikKbO+MviLDP=b3bLtHGQBh7uj=Ow@mail.gmail.com>
	<20110406163455.GX3198@jibsheet.com>
	<BANLkTimvuPQNR_fKZosHUA1ErQ13OE7ukQ@mail.gmail.com>
	<4D9DC383.3070805@bestpractical.com>
	<BANLkTi=zMxBjSnPJX84pfvQbk4V16SAc3g@mail.gmail.com>
	<4D9DCFB4.6030304@bestpractical.com>
Message-ID: <BANLkTik=us4E3eJUQuj8H=usYzUFx8Ziwg@mail.gmail.com>

Hi Thomas,

Not sure what format you are want me to paste,

The links it is generating is:
https://www.example.com/rt/Ticket/Display.html?id=989988

But they should be

https://www.example.com/rt3/Ticket/Display.html?id=989988

Regards

Mark

On 7 April 2011 15:52, Thomas Sibley <trs at bestpractical.com> wrote:
> On 04/07/2011 10:08 AM, Mark Olliver wrote:
>> Hi,
>>
>> I can load up the format ok but i dont see where to edit the WebPath
>> it does not display in RT?
>> This seems to be happening to all users anywhere a list of tickets is
>> presented in the column format.
>
> As Kevin said earlier, the problem is that your format hardcodes a path
> like /rt/ instead of using __WebPath__ which gets dynamically replaced
> with the value of WebPath from your current configuration. ?You're not
> looking for WebPath, you're looking for the wrong hardcoded path. ?If
> you copy and paste the format we can point to the problem.
>
> Thomas
>


From trs at bestpractical.com  Thu Apr  7 11:01:49 2011
From: trs at bestpractical.com (Thomas Sibley)
Date: Thu, 07 Apr 2011 11:01:49 -0400
Subject: [rt-users] 3.6.4 to 3.8.9
In-Reply-To: <BANLkTik=us4E3eJUQuj8H=usYzUFx8Ziwg@mail.gmail.com>
References: <BANLkTikKbO+MviLDP=b3bLtHGQBh7uj=Ow@mail.gmail.com>	<20110406163455.GX3198@jibsheet.com>	<BANLkTimvuPQNR_fKZosHUA1ErQ13OE7ukQ@mail.gmail.com>	<4D9DC383.3070805@bestpractical.com>	<BANLkTi=zMxBjSnPJX84pfvQbk4V16SAc3g@mail.gmail.com>	<4D9DCFB4.6030304@bestpractical.com>
	<BANLkTik=us4E3eJUQuj8H=usYzUFx8Ziwg@mail.gmail.com>
Message-ID: <4D9DD1DD.3030304@bestpractical.com>

On 04/07/2011 10:57 AM, Mark Olliver wrote:
> Hi Thomas,
> 
> Not sure what format you are want me to paste,

The Format parameters of the saved search itself.  You need to load the
saved search in the query builder UI, click on Advanced, and look at the
text in the Format box.  The mailing list archives should have a number
of examples of this problem and the solution I'm describing.

Thomas

> The links it is generating is:
> https://www.example.com/rt/Ticket/Display.html?id=989988
> 
> But they should be
> 
> https://www.example.com/rt3/Ticket/Display.html?id=989988


From Jeff.Peterson at consonus.com  Thu Apr  7 11:37:01 2011
From: Jeff.Peterson at consonus.com (Peterson, Jeff)
Date: Thu, 7 Apr 2011 11:37:01 -0400
Subject: [rt-users] Autoreply email addresses excluded on create
In-Reply-To: <20110407021734.GY3198@jibsheet.com>
References: <97620462AF07F447AE6D11CBA76CA9230117BC18A5@rduex07>
	<20110407021734.GY3198@jibsheet.com>
Message-ID: <97620462AF07F447AE6D11CBA76CA9230117BC18C9@rduex07>

Kevin,
Changing the condition to User Defined was what I was missing.  Thanks.

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone
Sent: Wednesday, April 06, 2011 8:18 PM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Autoreply email addresses excluded on create

On Wed, Apr 06, 2011 at 09:48:34PM -0400, Peterson, Jeff wrote:
>    I have been using RT a little over a year and have multiple systems that automatically create
>    tickets but I don't want these tickets to autoreply to the creation of the tickets.  I Have
>    looked at several examples from the wiki examples and none of them seem to work.  Here are a
>    few examples I have tried.   I put each of them in scrip #3 On Create Autoreply in the custom
>    condition field.  No matter which code I use an autoreply is generated.  Any help would be
>    appreciated.  Thanks in advance!

Are you changing the condition from On Create to User Defined?

Also, you can always go edit the user account and leave the Username set to userid at domain.com but blank their email address out and RT will never send them email.

-kevin

>    #1 example
>
>    if $self->TicketObj->RequestorAddresses =~ /userid\@domain\.com/i){
>
>    return 0;
>
>    }
>
>    else{
>
>    return 1;
>
>    }
>
>
>
>    I have tried return 0 and undef.
>
>
>
>    #2 example
>
>    my @exceptionList = ('joe at goblow.com',
>
>                         'fred at quarry.com',
>
>                         'scooby at mysterymachine.com');
>
>
>
>    my $transactionType = $self->TransactionObj->Type;
>
>    my $ticketRequestor = lc($self->TicketObj->RequestorAddresses);
>
>
>
>    if ($transactionType eq 'Create') {
>
>      return if grep { $ticketRequestor eq lc($_) } @exceptionList;
>
>      return 1;
>
>    }
>
>    return;
>
>


From PBarton at iesi.com  Thu Apr  7 12:12:59 2011
From: PBarton at iesi.com (Peter Barton)
Date: Thu, 7 Apr 2011 11:12:59 -0500
Subject: [rt-users] RTx-From
Message-ID: <C01D44FC549B384B9A3CFF1724A870C3014E61B6@exch-us1.iesicorp.tf.prv>

I have recently installed the RTx-From extension and have loved the
additional flexibility it offers for Simple Searches.  My problem is
that since I am a superuser I did not see that anyone who is not cannot
conduct the search.  When I  run a Simple Search for From:UserID I get
returned this:

You don't have permission to access /Admin/Users/From.html on this
server.

I have gone through the Global Rights and tried many different
combinations but I cannot figure out, short of superuser, which right is
used for this search.

Can anyone give me a little help here?

Thanks in advance,

--
Peter Barton


From falcone at bestpractical.com  Thu Apr  7 12:23:35 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 7 Apr 2011 12:23:35 -0400
Subject: [rt-users] Problem delivering email messages to RT queues
In-Reply-To: <8A9970C007432E409C732F2236D49EAF4318E1@s11.CSolutor.fi>
References: <8A9970C007432E409C732F2236D49EAF4318E1@s11.CSolutor.fi>
Message-ID: <20110407162335.GZ3198@jibsheet.com>

>    E.g. is there a way to check postfix logs or something whether the messages have been received
>    and maybe find out what happened to them?
> 
>    Or is there a way in RT to troubleshoot incoming email messages?

You should be checking

/var/log/mail.log
/var/log/whereveryourapachelogs/error.log

or wherever RT is configured to log

-kevin
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From Hossein.Rafighi at triumf.ca  Thu Apr  7 12:51:45 2011
From: Hossein.Rafighi at triumf.ca (Hossein Rafighi)
Date: Thu, 07 Apr 2011 09:51:45 -0700
Subject: [rt-users] RTx-From
In-Reply-To: <C01D44FC549B384B9A3CFF1724A870C3014E61B6@exch-us1.iesicorp.tf.prv>
References: <C01D44FC549B384B9A3CFF1724A870C3014E61B6@exch-us1.iesicorp.tf.prv>
Message-ID: <4D9DEBA1.9090707@triumf.ca>

Hi,
I had this plugin installed, but never got it working though! I had it 
installed using cpan, then added to @Plugins as:
Set( @Plugins,(qw(RTx::From RTx::Calendar RT::Authen::ExternalAuth 
RT::FM .....
Then, deleted the mason/data/obj, and restarted the apache, but to no avail!
Attached, is the search criteria I always had.

Did I miss anything?


Cheers,
Hossein Rafighi


On 4/7/2011 9:12 AM, Peter Barton wrote:
> I have recently installed the RTx-From extension and have loved the
> additional flexibility it offers for Simple Searches.  My problem is
> that since I am a superuser I did not see that anyone who is not cannot
> conduct the search.  When I  run a Simple Search for From:UserID I get
> returned this:
>
> You don't have permission to access /Admin/Users/From.html on this
> server.
>
> I have gone through the Global Rights and tried many different
> combinations but I cannot figure out, short of superuser, which right is
> used for this search.
>
> Can anyone give me a little help here?
>
> Thanks in advance,
>
> --
> Peter Barton
>

-- 
  _____  _____   _____  _   _  _   _  ____ Hossein Rafighi
|_   _||  _  \ |_   _|| | | || \_/ ||  __|TRIUMF, 4004 Wesbrook Mall
   | |  | |_|  )  | |  | | | ||     || |__ Vancouver BC, Canada, V6T 2A3
   | |  |  _  /   | |  | \_/ || \_/ ||  __|Voice: (604) 222-1047
   | |  | | \ \  _| |_ |     || | | || |   Fax:   (604) 222-1074
   |_|  |_|  \_\|_____| \___/ |_| |_||_|   Website: http://www.triumf.ca

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From falcone at bestpractical.com  Thu Apr  7 13:21:33 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 7 Apr 2011 13:21:33 -0400
Subject: [rt-users] RTx-From
In-Reply-To: <C01D44FC549B384B9A3CFF1724A870C3014E61B6@exch-us1.iesicorp.tf.prv>
References: <C01D44FC549B384B9A3CFF1724A870C3014E61B6@exch-us1.iesicorp.tf.prv>
Message-ID: <20110407172133.GA3198@jibsheet.com>

On Thu, Apr 07, 2011 at 11:12:59AM -0500, Peter Barton wrote:
> I have recently installed the RTx-From extension and have loved the
> additional flexibility it offers for Simple Searches.  My problem is
> that since I am a superuser I did not see that anyone who is not cannot
> conduct the search.  When I  run a Simple Search for From:UserID I get
> returned this:
> 
> You don't have permission to access /Admin/Users/From.html on this
> server.
> 
> I have gone through the Global Rights and tried many different
> combinations but I cannot figure out, short of superuser, which right is
> used for this search.

Try ShowConfigTab - my guess is that the extension was written before
we started protecting the Admin directory with an autohandler.

The author is on the list, so he may chime in

-kevin
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From falcone at bestpractical.com  Thu Apr  7 13:22:52 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 7 Apr 2011 13:22:52 -0400
Subject: [rt-users] RT-Authen-ExternalAuth-0.08 which packages i need
 for Authentification ?
In-Reply-To: <31342791.post@talk.nabble.com>
References: <31342791.post@talk.nabble.com>
Message-ID: <20110407172252.GB3198@jibsheet.com>

On Thu, Apr 07, 2011 at 06:58:04AM -0700, john s. wrote:
> 
> I try to integrate  ExternalAuth-0.08 Modul in RT.

You don't say your RT version, or what fails, it is possible you need
.08_01 if you're running RT 3.8.9

> But i don't know exactly which system packages i need for it..   for only an
> Authentifiaction with RT no
> Samba or other stuff  
> 
> My System is : Ubuntu 10.04
> 
> here is my Ldap Config:
> 
> # AN EXAMPLE LDAP SERVICE
>                        
> Set($ExternalAuthPriority,           [ 'My_LDAP' ] );
>    Set($ExternalInfoPriority,           [ 'My_LDAP' ] );
>    Set($ExternalServiceUsesSSLorTLS,    0);
>    Set($AutoCreateNonExternalUsers,     0);
> 
> 
> 
> 
> 
>                                         'My_LDAP'       =>  {   ## GENERIC
> SECTION
>                                                         # The type of
> service (db/ldap/cookie)
>                                                         'type'                     
> =>  'ldap',
>                                                         # The server hosting
> the service
>                                                         'server'                   
> =>  '192.168.123.41',
>                                                         ## SERVICE-SPECIFIC
> SECTION
>                                                         # If you can bind to
> your LDAP server anonymously you should
>                                                         # remove the user
> and pass config lines, otherwise specify them here:
>                                                         #
>                                                         # The username RT
> should use to connect to the LDAP server
>                                                         'user'                     
> =>  'USER',
>                                                         # The password RT
> should use to connect to the LDAP server
>                                                         'pass'                   
> =>  'password',
>                                                         #
>                                                         # The LDAP search
> base
>                                                         'base'                     
> =>  'ou=Benutzer,ou=SBAOU,dc=sbah,dc=local',
>                                                         #
>                                                         # ALL FILTERS MUST
> BE VALID LDAP FILTERS ENCASED IN PARENTHESES!
>                                                         # YOU **MUST**
> SPECIFY A filter AND A d_filter!!
>                                                         #
>                                                         # The filter to use
> to match RT-Users
>                                                         'filter'                   
> =>  '(objectClass=User)',
>                                                         # A catch-all
> example filter: '(objectClass=*)'
>                                                         #
>                                                         # The filter that
> will only match disabled users
>                                                         'd_filter'                 
> =>  '(objectClass=FooBarBaz)',
>                                                         # A catch-none
> example d_filter: '(objectClass=FooBarBaz)'
>                                                         #
>                                                         # Should we try to
> use TLS to encrypt connections?
>                                                         'tls'                      
> =>  0,
>                                                         # SSL Version to
> provide to Net::SSLeay *if* using SSL
>                                                         'ssl_version'              
> =>  3,
>                                                         # What other args
> should I pass to Net::LDAP->new($host, at args)?
>                                                         'net_ldap_args'            
> => [    version =>  3   ],
>                                                         # Does
> authentication depend on group membership? What group name?
>                                                         'group'                    
> =>  'GROUP_NAME',
>                                                         # What is the
> attribute for the group object that determines membership?
>                                                         'group_attr'               
> =>  'GROUP_ATTR',
>                                                         ## RT ATTRIBUTE
> MATCHING SECTION
>                                                         # The list of RT
> attributes that uniquely identify a user
>                                                         # This example shows
> what you *can* specify.. I recommend reducing this
>                                                         # to just the Name
> and EmailAddress to save encountering problems later.
>                                                         'attr_match_list'          
> => [    'Name',
>                                                                                            
> 'EmailAddress',
>                                                                                            
>                                                                                        
> ],
>                                                         # The mapping of RT
> attributes on to LDAP attributes
>                                                         'attr_map'                 
> =>  {   'Name' => 'sAMAccountName',
>                                                                                            
> 'EmailAddress' => 'mail',
>                                                                                            
> 'Organization' => 'physicalDeliveryOfficeName',
>                                                                                            
> 'RealName' => 'cn',
>                                                                                            
> 'ExternalAuthId' => 'sAMAccountName',
>                                                                                            
> 'Gecos' => 'sAMAccountName',
>                                                                                            
> 'WorkPhone' => 'telephoneNumber',
>                                                                                            
> 'Address1' => 'streetAddress',
>                                                                                            
> 'City' => 'l',
>                                                                                            
> 'State' => 'st',
>                                                                                            
> 'Zip' => 'postalCode',
>                                                                                            
> 'Country' => 'co'
>                                                                                        
> }
>                                                     },
> 
> 
> 
> 
> 
> 
> may sb could help me...   it will be great ....
> 
> best regards john 
> -- 
> View this message in context: http://old.nabble.com/RT-Authen-ExternalAuth-0.08-which-packages-i-need-for-Authentification---tp31342791p31342791.html
> Sent from the Request Tracker - User mailing list archive at Nabble.com.
> 
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From falcone at bestpractical.com  Thu Apr  7 13:27:28 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 7 Apr 2011 13:27:28 -0400
Subject: [rt-users] please advise concerning "can't locate object
 method" errors in 3.8.8
In-Reply-To: <BANLkTin3M9M8duZ4wM8B_6jeO9Rk7EgeYw@mail.gmail.com>
References: <BANLkTin3M9M8duZ4wM8B_6jeO9Rk7EgeYw@mail.gmail.com>
Message-ID: <20110407172728.GC3198@jibsheet.com>

On Thu, Apr 07, 2011 at 09:21:05AM -0500, David Nicol wrote:
> The two problems are:
> 
> click on rtfm, get this error:
> 
> RT::FM::Article::CurrentUserHasRight Unimplemented in
> RT::FM::ArticleCollection.
> (/data02/rt3/bin/../lib/RT/FM/ArticleCollection_Overlay.pm line 38)

You forgot to mention your RTFM version.
If you're coming up to 3.8.8, you want the newest RTFM also

> Click on priority tickets, get this:
> 
> Can't locate object method "SearchIds" via package "RT::Dashboard" at
> /data02/rt3/share/html/Dashboards/Render.html line 61, line 1662.

This sounds like you have an old share/html since
Dashboards/Render.html stopped calling SearchIds in 3.8.2

-kevin
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From PBarton at iesi.com  Thu Apr  7 15:25:57 2011
From: PBarton at iesi.com (Peter Barton)
Date: Thu, 7 Apr 2011 14:25:57 -0500
Subject: [rt-users] RTx-From
In-Reply-To: <20110407172133.GA3198@jibsheet.com>
References: <C01D44FC549B384B9A3CFF1724A870C3014E61B6@exch-us1.iesicorp.tf.prv>
	<20110407172133.GA3198@jibsheet.com>
Message-ID: <C01D44FC549B384B9A3CFF1724A870C30159BAFB@exch-us1.iesicorp.tf.prv>

The ShowConfigTab did it.  Thanks a bunch!!!

--
Peter Barton


-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin
Falcone
Sent: Thursday, April 07, 2011 12:22 PM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] RTx-From

On Thu, Apr 07, 2011 at 11:12:59AM -0500, Peter Barton wrote:
> I have recently installed the RTx-From extension and have loved the 
> additional flexibility it offers for Simple Searches.  My problem is 
> that since I am a superuser I did not see that anyone who is not 
> cannot conduct the search.  When I  run a Simple Search for 
> From:UserID I get returned this:
> 
> You don't have permission to access /Admin/Users/From.html on this 
> server.
> 
> I have gone through the Global Rights and tried many different 
> combinations but I cannot figure out, short of superuser, which right 
> is used for this search.

Try ShowConfigTab - my guess is that the extension was written before we
started protecting the Admin directory with an autohandler.

The author is on the list, so he may chime in

-kevin


From Shane.Becker at j2global.com  Thu Apr  7 15:38:35 2011
From: Shane.Becker at j2global.com (Shane Becker)
Date: Thu, 7 Apr 2011 12:38:35 -0700
Subject: [rt-users] Error Upgrading MYSQL from 3.6.3 to 3.8.9
Message-ID: <AEF309E91EB9294DA070809FF71A94BA03C62EDC@J2EXCHANGE.j2global.com>

I'm trying to upgrade from RT 3.6.3 to 3.8.9 and I'm running into a
MYSQL issue:

[error] RT since version 3.8 has new schema for MySQL versions after
4.1.0\nFollow instructions in the UPGRADING.mysql file. at
/opt/rt3/bin/webmux.pl line 160.\nCompilation failed in require at (eval
2) line 1.\n

 

My steps so far have been:

 

/opt/rt3/sbin/rt-setup-database --dba root --prompt-for-dba-password
--action upgrade (only to 3.7.87) 

 

rm -fr /opt/rt3/var/mason_data/obj 

 

perl etc/upgrade/upgrade-mysql-schema.pl db user pass > queries.sql 

 

mysql -u root -p rt3 < queries.sql  

 

perl -I /opt/rt3/local/lib -I /opt/rt3/lib
etc/upgrade/shrink_cgm_table.pl 

 

/opt/rt3/sbin/rt-setup-database --dba root --prompt-for-dba-password
--action upgrade (3.7.87 to 3.8.9) 

 

perl -I /opt/rt3/local/lib -I /opt/rt3/lib
etc/upgrade/shrink_transactions_table.pl

 

Our current RT server is using MYSQL 5.0.27 and the new machine is
running MYSQL 5.0.77. 

 

Any help is appreciated.

 

-Shane



This email, its contents and attachments contain information from j2 Global Communications, Inc. and/or its affiliates which may be privileged, confidential or otherwise protected from disclosure. The information is intended to be for the addressee(s) only.  If you are not an addressee, any disclosure, copy, distribution, or use of the contents of this message is prohibited.  If you have received this email in error please notify the sender by reply e-mail and delete the original message and any copies. 
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From falcone at bestpractical.com  Thu Apr  7 16:22:48 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 7 Apr 2011 16:22:48 -0400
Subject: [rt-users] Error Upgrading MYSQL from 3.6.3 to 3.8.9
In-Reply-To: <AEF309E91EB9294DA070809FF71A94BA03C62EDC@J2EXCHANGE.j2global.com>
References: <AEF309E91EB9294DA070809FF71A94BA03C62EDC@J2EXCHANGE.j2global.com>
Message-ID: <20110407202248.GD3198@jibsheet.com>

On Thu, Apr 07, 2011 at 12:38:35PM -0700, Shane Becker wrote:
>    I'm trying to upgrade from RT 3.6.3 to 3.8.9 and I'm running into a MYSQL issue:
> 
>    [error] RT since version 3.8 has new schema for MySQL versions after 4.1.0\nFollow
>    instructions in the UPGRADING.mysql file. at /opt/rt3/bin/webmux.pl line 160.\nCompilation
>    failed in require at (eval 2) line 1.\n

This error message implies that your Attachments table still contains
a Blob, which implies that this step:

>    mysql -u root -p rt3 < queries.sql

failed in some manner.

You probably want to look at the results of show create table
Attachments;

-kevin
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From ruz at bestpractical.com  Thu Apr  7 17:44:38 2011
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Fri, 8 Apr 2011 01:44:38 +0400
Subject: [rt-users] installation of RT-Extension-SLA-0.03
In-Reply-To: <loom.20110406T080133-835@post.gmane.org>
References: <AANLkTin5uf-UDNC8cSCKe1+V6y2wNCwk6K-pk=gDi_m-@mail.gmail.com>
	<20110113132244.GU731@jibsheet.com>
	<loom.20110406T080133-835@post.gmane.org>
Message-ID: <BANLkTin6+m1AZvVxOPR=xGGuCHjq=zgbHw@mail.gmail.com>

Hi,

Go to Configuration -> Tools -> System Configuration and make sure
@Plugins option lists all extensions you're using.

On Wed, Apr 6, 2011 at 10:05 AM, Asanka <asanka_gunasekera at yahoo.co.uk> wrote:
> Kevin Falcone <falcone <at> bestpractical.com> writes:
>
>>
>> On Wed, Jan 12, 2011 at 09:35:41PM -0600, Gary Bristol wrote:
>> > ? ?I am having problems with getting RT to start again aftter installing The
> SLA 0.03 extension.
>> >
>> > ? ?I get the following error in the Web Logs.
>>
>> You don't appear to have added RT::Extension::SLA to your @Plugins
>> line with all the other extensions you have installed
>>
>> -kevin
>>
>> > ? ?[error] Require of RT::Condition::SLA_RequireDefault failed.\nCan't locate
>> > ? ?RT/Condition/SLA_RequireDefault.pm in @INC (@INC contains:
> /usr/local/lib/rt3/lib
>> > ? ?/usr/local/lib/rt3/plugins/RT-FM/lib /usr/local/lib/rt3/plugins/RT-IR/lib
>> > ? ?/usr/local/lib/rt3/plugins/RT-Extension-JSGantt/lib /usr/share/perl5
> /usr/local/lib64/perl5
>> > ? ?/usr/local/share/perl5 /usr/lib64/perl5
>> > ? ?/usr/local/lib64/perl5/site_perl/5.10.0/x86_64-linux-thread-multi
>> > ? ?/usr/local/lib/perl5/site_perl/5.10.0
>> > ? ?/usr/lib64/perl5/vendor_perl/5.10.0/x86_64-linux-thread-multi
> /usr/lib/perl5/vendor_perl
>> > ? ?/usr/lib/perl5/site_perl . /etc/httpd) at (eval 2651) line
> 2.\n\nCompilation failed in require
>> > ? ?at (eval 2) line 1.\n
>> >
>> > ? ?I can't seem to find where the path to the SLA_RequireDefault.pm needs to
> be added so that RT
>> > ? ?will start.
>> >
>> > ? ?Base OS is Fedora Core 14, web server Build
>> > ? ?RT 3.8.8 installed via YUM
>> > ? ?Mysqld installed via YUM
>> > ? ?RTFM 2.4.2 installed
>> > ? ?RT-IR 2.4.2 installed
>> > ? ?RT-Authen-ExternalAuth-0.08 installed
>> > ? ?RT-Action-NotifyGroup-0.02 installed
>> > ? ?bestpractical-rt-extension-jsgantt0d1cacc1 installed
>> >
>> > ? ?Gary L. Bristol
>> > ? ?CISSP, CRISC, RHCE
>> > ? ?405-623-9503
>>
>
> Hi Kevin, I am having the same issue and struggling for the past few days
> without any luck, appreciate if you can point me in the right direction
>
> Thanks and Best Regards
>
>
>
>



-- 
Best regards, Ruslan.


From ruz at bestpractical.com  Thu Apr  7 17:53:51 2011
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Fri, 8 Apr 2011 01:53:51 +0400
Subject: [rt-users] Error Upgrading MYSQL from 3.6.3 to 3.8.9
In-Reply-To: <20110407202248.GD3198@jibsheet.com>
References: <AEF309E91EB9294DA070809FF71A94BA03C62EDC@J2EXCHANGE.j2global.com>
	<20110407202248.GD3198@jibsheet.com>
Message-ID: <BANLkTinAGkPUfVScMUvEuXOq0thvgwWR5Q@mail.gmail.com>

On Fri, Apr 8, 2011 at 12:22 AM, Kevin Falcone
<falcone at bestpractical.com> wrote:
> On Thu, Apr 07, 2011 at 12:38:35PM -0700, Shane Becker wrote:
>> ? ?I'm trying to upgrade from RT 3.6.3 to 3.8.9 and I'm running into a MYSQL issue:
>>
>> ? ?[error] RT since version 3.8 has new schema for MySQL versions after 4.1.0\nFollow
>> ? ?instructions in the UPGRADING.mysql file. at /opt/rt3/bin/webmux.pl line 160.\nCompilation
>> ? ?failed in require at (eval 2) line 1.\n
>
> This error message implies that your Attachments table still contains
> a Blob, which implies that this step:

typo, *still contains a text instead of blob*


>
>> ? ?mysql -u root -p rt3 < queries.sql
>
> failed in some manner.
>
> You probably want to look at the results of show create table
> Attachments;
>
> -kevin
>



-- 
Best regards, Ruslan.


From Hossein.Rafighi at triumf.ca  Thu Apr  7 17:59:08 2011
From: Hossein.Rafighi at triumf.ca (Hossein Rafighi)
Date: Thu, 07 Apr 2011 14:59:08 -0700
Subject: [rt-users] RTx-From
In-Reply-To: <4D9DEBA1.9090707@triumf.ca>
References: <C01D44FC549B384B9A3CFF1724A870C3014E61B6@exch-us1.iesicorp.tf.prv>
	<4D9DEBA1.9090707@triumf.ca>
Message-ID: <4D9E33AC.9080300@triumf.ca>

I must have read what RTx-From does wrong! Now, looking at: 
http://cpansearch.perl.org/src/JPIERCE/RTx-From-0.04/lib/RTx/From.pm 
everything make sense.

Sorry for the noise,
Hossein Rafighi

On 4/7/2011 9:51 AM, Hossein Rafighi wrote:
> Hi,
> I had this plugin installed, but never got it working though! I had it 
> installed using cpan, then added to @Plugins as:
> Set( @Plugins,(qw(RTx::From RTx::Calendar RT::Authen::ExternalAuth 
> RT::FM .....
> Then, deleted the mason/data/obj, and restarted the apache, but to no 
> avail!
> Attached, is the search criteria I always had.
>
> Did I miss anything?
>
>
> Cheers,
> Hossein Rafighi
>
>
> On 4/7/2011 9:12 AM, Peter Barton wrote:
>> I have recently installed the RTx-From extension and have loved the
>> additional flexibility it offers for Simple Searches.  My problem is
>> that since I am a superuser I did not see that anyone who is not cannot
>> conduct the search.  When I  run a Simple Search for From:UserID I get
>> returned this:
>>
>> You don't have permission to access /Admin/Users/From.html on this
>> server.
>>
>> I have gone through the Global Rights and tried many different
>> combinations but I cannot figure out, short of superuser, which right is
>> used for this search.
>>
>> Can anyone give me a little help here?
>>
>> Thanks in advance,
>>
>> -- 
>> Peter Barton
>>
>

-- 
  _____  _____   _____  _   _  _   _  ____ Hossein Rafighi
|_   _||  _  \ |_   _|| | | || \_/ ||  __|TRIUMF, 4004 Wesbrook Mall
   | |  | |_|  )  | |  | | | ||     || |__ Vancouver BC, Canada, V6T 2A3
   | |  |  _  /   | |  | \_/ || \_/ ||  __|Voice: (604) 222-1047
   | |  | | \ \  _| |_ |     || | | || |   Fax:   (604) 222-1074
   |_|  |_|  \_\|_____| \___/ |_| |_||_|   Website: http://www.triumf.ca



From eguzman at cvimellesgriot.com  Thu Apr  7 20:04:42 2011
From: eguzman at cvimellesgriot.com (Eli Guzman)
Date: Thu, 7 Apr 2011 18:04:42 -0600
Subject: [rt-users] RT::Authen::ExternalAuth,
	Possible Configuration Issue?
In-Reply-To: <FFF4607FCF6D774C9B4B44B06275342302FCD707@abqex2.cvi-mg.com>
References: <FFF4607FCF6D774C9B4B44B06275342302FCD707@abqex2.cvi-mg.com>
Message-ID: <FFF4607FCF6D774C9B4B44B06275342303008BA9@abqex2.cvi-mg.com>

Eli Guzman wrote:
> Greetings all,
> 
> == A Little Background ==
> 
> Sorry for the length of this post, TL/DR is at the bottom of this
> message. We currently run RT 3.6.6 in a production environment
> (running on RHEL 5.3, Tikanga, 2.6.18-128.2.1.el5xen #1 SMP, x86,
> running on a Dell PowerEdge R410). We are in the midst of upgrading
> to 3.8.9 (as we really liked the new look). The test environment is
> running on RHEL 5.6 Tikanga, 2.6.18-229.el5 #1 SMP, x86_64, within an
> ESX virtual environment (Dell PowerEdge R710 acting as the VM host). 
> 
> We have already compiled the new RT instance successfully (web GUI
> runs really well), ported our current production DB to the new
> environment (after some issues related to MyISAM incompatibilities
> during initial deployment; we have been running RT since release
> v2.8), ran any necessary schema updates, and ensured that there
> weren't any CPAN related inconsistencies.     
> 
> == The Problem ==
> 
> Everything as far as the interface seems to be working as it should.
> We are currently attempting to integrate the LDAP piece into the
> install (LDAP via RT is a bit new to us). I believe that I may be
> missing a configuration piece somewhere, as we cannot seem to get
> authentication to occur properly between "RT::Authen::ExternalAuth",
> and our Active Directory (AD) server.     
> 
> I've enabled logging in RT (debug mode), and have attached the actual
> "rt.log" file to see if anyone can take a look and see if anything
> sticks out. I've also included my main "RT_SiteConfig.pm", as well as
> the RT::Authen::External LDAP configuration file
> (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/etc/RT_SiteConfig.pm),
> as the issue could also be a configuration issue with this file. As
> far as LDAP authentication, we currently use Active Directory on
> Windows 2003 R2. Within AD we have setup an initial OU named
> 'services', with an authentication user named 'ldap', and a security
> group named 'RTUsers'.         
> 
> The actual error is as follows:
> 
> [Tue Apr  5 16:03:18 2011] [debug]: SSO Failed and no user to test
> with. 
> Nexting
>
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAut
> h.pm:92)
> 
> I've searched for this error, but I have only found some threads
> addressing a similar issue, but with no actual listed solutions. From
> what I can tell from these threads the issue seems to stem from
> either an Apache, or a FastCGI configuration issue. The thing is
> Apache on this server starts without any errors at all, so it seems
> to be parsing the configuration files without a problem. I am
> attaching any related Apache configuration files as well (two files
> actually, /etc/httpd/conf/httpd.conf and /etc/httpd/conf.d/rt3.conf).
> 
> At the moment I am a bit stumped, so if anyone here has any
> suggestions/information as to the issues mentioned above I'd
> certainly appreciate any and all input.  
> 
> == TL/DR ==
> 
> Installed RT 3.8.9 on a test RHEL server, and cannot seem to get
> RT::Authen::ExternalAuth to properly work, please help! 
> 
> Best Regards,
> Eli


Sorry for the bump to this topic, just needed to see if anyone can still
assist with 
this issue. If this is a problem with the module itself, what would be
another possible 
workaround for getting LDAP connected? 

I've seen quite a few different solutions, so I am just wondering what
solutions are more 
successful in implementing than others (would a manual overlay or
perhaps Apache authentication 
Over OpenLDAP be a better choice?). 

If anyone has had any success with any of these other methods any input
you may have would be very 
useful specially since we seem to be having an issue getting
RT:Authen:ExternalAuth configured 
correctly.

Best Regards,
Eli


From trs at bestpractical.com  Thu Apr  7 20:32:31 2011
From: trs at bestpractical.com (Thomas Sibley)
Date: Thu, 07 Apr 2011 20:32:31 -0400
Subject: [rt-users] RT::Authen::ExternalAuth,
	Possible Configuration Issue?
In-Reply-To: <FFF4607FCF6D774C9B4B44B06275342303008BA9@abqex2.cvi-mg.com>
References: <FFF4607FCF6D774C9B4B44B06275342302FCD707@abqex2.cvi-mg.com>
	<FFF4607FCF6D774C9B4B44B06275342303008BA9@abqex2.cvi-mg.com>
Message-ID: <4D9E579F.80500@bestpractical.com>

On 04/07/2011 08:04 PM, Eli Guzman wrote:
>> == TL/DR ==
>>
>> Installed RT 3.8.9 on a test RHEL server, and cannot seem to get
>> RT::Authen::ExternalAuth to properly work, please help! 
> 
> Sorry for the bump to this topic, just needed to see if anyone can still
> assist with 
> this issue. If this is a problem with the module itself, what would be
> another possible 
> workaround for getting LDAP connected? 

You didn't actually include the log or configuration files that you said
you did.  However I suspect you're running version 0.08 of ExternalAuth
which is known not to work with RT 3.8.9.  You should download and
install ExternalAuth 0.08_01 from CPAN at the link below.  0.08_01 is a
developer release containing a known fix for the problem.

http://search.cpan.org/CPAN/authors/id/F/FA/FALCONE/RT-Authen-ExternalAuth-0.08_01.tar.gz

Thomas


From Shane.Becker at j2global.com  Thu Apr  7 22:10:14 2011
From: Shane.Becker at j2global.com (Shane Becker)
Date: Thu, 7 Apr 2011 19:10:14 -0700
Subject: [rt-users] Error Upgrading MYSQL from 3.6.3 to 3.8.9
In-Reply-To: <BANLkTinAGkPUfVScMUvEuXOq0thvgwWR5Q@mail.gmail.com>
References: <AEF309E91EB9294DA070809FF71A94BA03C62EDC@J2EXCHANGE.j2global.com><20110407202248.GD3198@jibsheet.com>
	<BANLkTinAGkPUfVScMUvEuXOq0thvgwWR5Q@mail.gmail.com>
Message-ID: <AEF309E91EB9294DA070809FF71A94BA03C62EE3@J2EXCHANGE.j2global.com>

After running 'show create table Attachments', I ran the alter table
statement alone and figured out my problem:



mysql> ALTER TABLE Attachments    DEFAULT CHARACTER SET utf8,    MODIFY
Subject VARBINARY(255) NULL DEFAULT NULL,    MODIFY ContentType
VARBINARY(80) NULL DEFAULT NULL,    MODIFY Filename VARBINARY(255) NULL
DEFAULT NULL,    MODIFY Headers LONGBLOB NULL DEFAULT NULL,    MODIFY
MessageId VARBINARY(160) NULL DEFAULT NULL,    MODIFY Content LONGBLOB
NULL DEFAULT NULL,    MODIFY ContentEncoding VARBINARY(80) NULL DEFAULT
NULL;

ERROR 1114 (HY000): The table '#sql-3cf9_2' is full

 

Time to find a bigger partition.  Hopefully, that will allow the upgrade
to proceed.  Thank you for your assistance.

 

Regards,

 

Shane

________________________________

From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Ruslan
Zakirov
Sent: Thursday, April 07, 2011 2:54 PM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Error Upgrading MYSQL from 3.6.3 to 3.8.9

 

On Fri, Apr 8, 2011 at 12:22 AM, Kevin Falcone
<falcone at bestpractical.com> wrote:
> On Thu, Apr 07, 2011 at 12:38:35PM -0700, Shane Becker wrote:
>>    I'm trying to upgrade from RT 3.6.3 to 3.8.9 and I'm running into
a MYSQL issue:
>>
>>    [error] RT since version 3.8 has new schema for MySQL versions
after 4.1.0\nFollow
>>    instructions in the UPGRADING.mysql file. at
/opt/rt3/bin/webmux.pl line 160.\nCompilation
>>    failed in require at (eval 2) line 1.\n
>
> This error message implies that your Attachments table still contains
> a Blob, which implies that this step:

typo, *still contains a text instead of blob*


>
>>    mysql -u root -p rt3 < queries.sql
>
> failed in some manner.
>
> You probably want to look at the results of show create table
> Attachments;
>
> -kevin
>



--
Best regards, Ruslan.

________________________________

No virus found in this message.
Checked by AVG - www.avg.com
Version: 10.0.1204 / Virus Database: 1435/3555 - Release Date: 04/06/11



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From elekistvan at freemail.hu  Fri Apr  8 02:16:13 2011
From: elekistvan at freemail.hu (elekistvan)
Date: Fri, 8 Apr 2011 08:16:13 +0200 (CEST)
Subject: [rt-users] Rest API search by email?
In-Reply-To: <mailman.0.1302241831.9259.rt-users@lists.bestpractical.com>
Message-ID: <freemail.20110408081613.29379.1@xmldata10.freemail.hu>

Dear All,

I would need to use the rest api to query the tickets by e-mail address.
For eg, something like that: 
http://rt_host/rt/REST/1.0/search/ticket?query=OWNER.Email='elekistvan at freemail.hu'
Is it possible to query tickets by email via rest api?

I would need to query these conditions:
my $tickets = new RT::Tickets($RT::SystemUser);
...
$tickets->FromSQL("(status = 'new' or status = 'open') and  (Owner.EmailAddress = '" . $email . "' or Requestor.EmailAddress = '" . $email . "' or Cc.EmailAddress = '" . $email . "' or AdminCc.EmailAddress = '" . $email . "' or Watcher.EmailAddress = '" . $email . "' or QueueCc.EmailAddress = '" . $email . "'  or QueueAdminCc.EmailAddress = '" . $email . "')");
...

If currently this rest api query is not implemented, do you think the solution would be to extend the rest api? 
for eg: https://gist.github.com/737979
Is it difficult to do?

Thanks a lot,
Steve.



From cloos at netcologne.de  Fri Apr  8 03:05:55 2011
From: cloos at netcologne.de (Christian Loos)
Date: Fri, 8 Apr 2011 09:05:55 +0200
Subject: [rt-users] Rest API search by email?
In-Reply-To: <freemail.20110408081613.29379.1@xmldata10.freemail.hu>
References: <mailman.0.1302241831.9259.rt-users@lists.bestpractical.com>
	<freemail.20110408081613.29379.1@xmldata10.freemail.hu>
Message-ID: <4D9EB3D3.9090302@netcologne.de>

You must use the right field name.
Try this:
http://rt_host/rt/REST/1.0/search/ticket?query=Owner.EmailAddress='elekistvan at freemail.hu'

The best way would be to create the search with the query builder and
then copy and paste the query from the advanced tab to the REST url.

-Chris

Am 08.04.2011 08:16, schrieb elekistvan:
> Dear All,
> 
> I would need to use the rest api to query the tickets by e-mail address.
> For eg, something like that: 
> http://rt_host/rt/REST/1.0/search/ticket?query=OWNER.Email='elekistvan at freemail.hu'
> Is it possible to query tickets by email via rest api?
> 
> I would need to query these conditions:
> my $tickets = new RT::Tickets($RT::SystemUser);
> ...
> $tickets->FromSQL("(status = 'new' or status = 'open') and  (Owner.EmailAddress = '" . $email . "' or Requestor.EmailAddress = '" . $email . "' or Cc.EmailAddress = '" . $email . "' or AdminCc.EmailAddress = '" . $email . "' or Watcher.EmailAddress = '" . $email . "' or QueueCc.EmailAddress = '" . $email . "'  or QueueAdminCc.EmailAddress = '" . $email . "')");
> ...
> 
> If currently this rest api query is not implemented, do you think the solution would be to extend the rest api? 
> for eg: https://gist.github.com/737979
> Is it difficult to do?
> 
> Thanks a lot,
> Steve.
> 
> 


From Hugo.Darley at Instinet.co.uk  Fri Apr  8 08:49:32 2011
From: Hugo.Darley at Instinet.co.uk (Hugo Darley)
Date: Fri, 8 Apr 2011 13:49:32 +0100
Subject: [rt-users] Hugo Darley is out of the office.
Message-ID: <OF7A82FBAD.EE2740F5-ON8025786C.0046743B-8025786C.0046743B@instinet.co.uk>


I will be out of the office starting  04/04/2011 and will not return until
18/04/2011.

I will respond to your message when I return. Please contact
eu.tss at instinet.co.uk in my absence
INSTINET - Setting the standards in agency execution

Disclaimer
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From elekistvan at freemail.hu  Fri Apr  8 11:20:39 2011
From: elekistvan at freemail.hu (elekistvan)
Date: Fri, 8 Apr 2011 17:20:39 +0200 (CEST)
Subject: [rt-users] Rest API search by email?
In-Reply-To: <4D9EB3D3.9090302@netcologne.de>
Message-ID: <freemail.20110408172039.49578.1@xmldata09.freemail.hu>

Hi Christian,

Thanks for the answer. I tried all version of the query, but I always got 'No matching results.' answers. However, I am pretty sure, that there are tickets what would match for these queries:

http://rt_host/rt/REST/1.0/search/ticket?query=Owner.EmailAddress='elekistvan at freemail.hu'

or

http://rt_host/rt/REST/1.0/search/ticket?query=Owner='elekistvan at freemail.hu'

so, for eg. this is working: http://rt_host/rt/REST/1.0/search/ticket?query=Status='new'

The user names and the e-mail addresses are the same, that's why i would expect valid answers. My rt version is:  RT 3.8.5

Is this user list query is implemented in this version of this rest api?
Or what do you think I am doing wrong?

Thanks a lot!
Nice weekend.


  Christian Loos <cloos at netcologne.de>, ezt ?rta: 
  
  You must use the right field name.
Try this:
http://rt_host/rt/REST/1.0/search/ticket?query=Owner.EmailAddress='elekistvan at freemail.hu'

The best way would be to create the search with the query builder and
then copy and paste the query from the advanced tab to the REST url.

-Chris

Am 08.04.2011 08:16, schrieb elekistvan:
> Dear All,
> 
> I would need to use the rest api to query the tickets by e-mail address.
> For eg, something like that: 
> http://rt_host/rt/REST/1.0/search/ticket?query=OWNER.Email='elekistvan at freemail.hu'
> Is it possible to query tickets by email via rest api?
> 
> I would need to query these conditions:
> my $tickets = new RT::Tickets($RT::SystemUser);
> ...
> $tickets->FromSQL("(status = 'new' or status = 'open') and  (Owner.EmailAddress = '" . $email . "' or Requestor.EmailAddress = '" . $email . "' or Cc.EmailAddress = '" . $email . "' or AdminCc.EmailAddress = '" . $email . "' or Watcher.EmailAddress = '" . $email . "' or QueueCc.EmailAddress = '" . $email . "'  or QueueAdminCc.EmailAddress = '" . $email . "')");
> ...
> 
> If currently this rest api query is not implemented, do you think the solution would be to extend the rest api? 
> for eg: https://gist.github.com/737979
> Is it difficult to do?
> 
> Thanks a lot,
> Steve.
> 
> 



From eguzman at cvimellesgriot.com  Fri Apr  8 12:36:11 2011
From: eguzman at cvimellesgriot.com (Eli Guzman)
Date: Fri, 8 Apr 2011 10:36:11 -0600
Subject: [rt-users] RT::Authen::ExternalAuth,
	Possible Configuration Issue?
In-Reply-To: <4D9E579F.80500@bestpractical.com>
References: <FFF4607FCF6D774C9B4B44B06275342302FCD707@abqex2.cvi-mg.com><FFF4607FCF6D774C9B4B44B06275342303008BA9@abqex2.cvi-mg.com>
	<4D9E579F.80500@bestpractical.com>
Message-ID: <FFF4607FCF6D774C9B4B44B06275342303008DB8@abqex2.cvi-mg.com>

----Original Message----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Thomas
Sibley Sent: Thursday, April 07, 2011 6:33 PM To:
rt-users at lists.bestpractical.com Subject: Re: [rt-users]
RT::Authen::ExternalAuth,Possible Configuration Issue? 

> On 04/07/2011 08:04 PM, Eli Guzman wrote:
>>> == TL/DR ==
>>> 
>>> Installed RT 3.8.9 on a test RHEL server, and cannot seem to get
>>> RT::Authen::ExternalAuth to properly work, please help!
>> 
>> Sorry for the bump to this topic, just needed to see if anyone can
>> still assist with this issue. If this is a problem with the module
>> itself, what would be another possible workaround for getting LDAP
>> connected?
> 
> You didn't actually include the log or configuration files that you
> said you did.  However I suspect you're running version 0.08 of
> ExternalAuth which is known not to work with RT 3.8.9.  You should
> download and install ExternalAuth 0.08_01 from CPAN at the link
> below.  0.08_01 is a developer release containing a known fix for the
> problem.     
> 
>
http://search.cpan.org/CPAN/authors/id/F/FA/FALCONE/RT-Authen-ExternalAu
th-0.08_01.tar.gz
> 
> Thomas

Hey Thomas,

Thanks a lot for the information, I went ahead and queried the cpan
packages and you are 
correct I am running: 

   RT::Authen::ExternalAuth      0.08

I will give try at downloading 0.08_01 and see how it goes. I did
include the logs
in another email, not sure if that one made the list. I am including the
logs on this 
email (just in case anyone wants a quick glance at them), please do let
me know if they 
do not go through (sometimes our AV server strips off attachments). If
they don't I'll 
just do a pastebin from the logs I do have. I'll make sure to update the
list with the
results.

Thanks,
Eli
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From jbaker at wgm.us  Fri Apr  8 15:04:22 2011
From: jbaker at wgm.us (Jon Baker)
Date: Fri, 8 Apr 2011 14:04:22 -0500
Subject: [rt-users] Is it possible to search for non-bookmarked tickets?
Message-ID: <F4F0F2EA-83EA-4BA2-BFF2-33613D5837D3@wgm.us>

I see that if I put id='__Bookmarked__' in the search query, it shows my bookmarked tickets.  Is it possible to do the opposite - show tickets that are not bookmarked?  What I'm wanting to be able to do is create a saved search underneath my bookmarked tickets on my home page, where between the bookmarked tickets and this second search I have all tickets assigned to me, but no ticket is in both lists.  I tried id != '__Bookmarked__' but that seems to be pulling up everything, even bookmarked tickets.  Thoughts?
-- 
Jon Baker
Systems Administrator
Church on the Move
1003 N 129th E Ave
Tulsa OK 74116
(918) 234-5656




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From trs at bestpractical.com  Fri Apr  8 18:24:05 2011
From: trs at bestpractical.com (Thomas Sibley)
Date: Fri, 08 Apr 2011 18:24:05 -0400
Subject: [rt-users] Rest API search by email?
In-Reply-To: <freemail.20110408172039.49578.1@xmldata09.freemail.hu>
References: <freemail.20110408172039.49578.1@xmldata09.freemail.hu>
Message-ID: <4D9F8B05.7070305@bestpractical.com>

On 04/08/2011 11:20 AM, elekistvan wrote:
> Hi Christian,
> 
> Thanks for the answer. I tried all version of the query, but I always got 'No matching results.' answers. However, I am pretty sure, that there are tickets what would match for these queries:
> 
> http://rt_host/rt/REST/1.0/search/ticket?query=Owner.EmailAddress='elekistvan at freemail.hu'
> 
> or
> 
> http://rt_host/rt/REST/1.0/search/ticket?query=Owner='elekistvan at freemail.hu'
> 
> so, for eg. this is working: http://rt_host/rt/REST/1.0/search/ticket?query=Status='new'

If those are the actual URLs you're using, you're not properly encoding
the value of the query parameter.  At the very least in the cases above,
= needs to be escaped as %3D.

Thomas

> The user names and the e-mail addresses are the same, that's why i would expect valid answers. My rt version is:  RT 3.8.5
> 
> Is this user list query is implemented in this version of this rest api?
> Or what do you think I am doing wrong?
> 
> Thanks a lot!
> Nice weekend.
> 
> 
>   Christian Loos <cloos at netcologne.de>, ezt ?rta: 
>   
>   You must use the right field name.
> Try this:
> http://rt_host/rt/REST/1.0/search/ticket?query=Owner.EmailAddress='elekistvan at freemail.hu'
> 
> The best way would be to create the search with the query builder and
> then copy and paste the query from the advanced tab to the REST url.
> 
> -Chris
> 
> Am 08.04.2011 08:16, schrieb elekistvan:
>> Dear All,
>>
>> I would need to use the rest api to query the tickets by e-mail address.
>> For eg, something like that: 
>> http://rt_host/rt/REST/1.0/search/ticket?query=OWNER.Email='elekistvan at freemail.hu'
>> Is it possible to query tickets by email via rest api?
>>
>> I would need to query these conditions:
>> my $tickets = new RT::Tickets($RT::SystemUser);
>> ...
>> $tickets->FromSQL("(status = 'new' or status = 'open') and  (Owner.EmailAddress = '" . $email . "' or Requestor.EmailAddress = '" . $email . "' or Cc.EmailAddress = '" . $email . "' or AdminCc.EmailAddress = '" . $email . "' or Watcher.EmailAddress = '" . $email . "' or QueueCc.EmailAddress = '" . $email . "'  or QueueAdminCc.EmailAddress = '" . $email . "')");
>> ...
>>
>> If currently this rest api query is not implemented, do you think the solution would be to extend the rest api? 
>> for eg: https://gist.github.com/737979
>> Is it difficult to do?
>>
>> Thanks a lot,
>> Steve.
>>
>>
> 



From eguzman at cvimellesgriot.com  Fri Apr  8 19:44:13 2011
From: eguzman at cvimellesgriot.com (Eli Guzman)
Date: Fri, 8 Apr 2011 17:44:13 -0600
Subject: [rt-users] RT::Authen::ExternalAuth,
	Possible Configuration Issue?
In-Reply-To: <FFF4607FCF6D774C9B4B44B06275342303008DB8@abqex2.cvi-mg.com>
References: <FFF4607FCF6D774C9B4B44B06275342302FCD707@abqex2.cvi-mg.com><FFF4607FCF6D774C9B4B44B06275342303008BA9@abqex2.cvi-mg.com><4D9E579F.80500@bestpractical.com>
	<FFF4607FCF6D774C9B4B44B06275342303008DB8@abqex2.cvi-mg.com>
Message-ID: <FFF4607FCF6D774C9B4B44B0627534230300901B@abqex2.cvi-mg.com>

----Original Message----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Eli
Guzman Sent: Friday, April 08, 2011 10:36 AM To: Thomas Sibley;
rt-users at lists.bestpractical.com Subject: Re: [rt-users]
RT::Authen::ExternalAuth,Possible Configuration Issue? 

> ----Original Message----
> From: rt-users-bounces at lists.bestpractical.com
> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Thomas
> Sibley Sent: Thursday, April 07, 2011 6:33 PM To: 
> rt-users at lists.bestpractical.com Subject: Re: [rt-users]
> RT::Authen::ExternalAuth,Possible Configuration Issue? 
> 
>> On 04/07/2011 08:04 PM, Eli Guzman wrote:
>>>> == TL/DR ==
>>>> 
>>>> Installed RT 3.8.9 on a test RHEL server, and cannot seem to get
>>>> RT::Authen::ExternalAuth to properly work, please help!
>>> 
>>> Sorry for the bump to this topic, just needed to see if anyone can
>>> still assist with this issue. If this is a problem with the module
>>> itself, what would be another possible workaround for getting LDAP
>>> connected?
>> 
>> You didn't actually include the log or configuration files that you
>> said you did.  However I suspect you're running version 0.08 of
>> ExternalAuth which is known not to work with RT 3.8.9.  You should
>> download and install ExternalAuth 0.08_01 from CPAN at the link
>> below. 
>> 0.08_01 is a developer release containing a known fix for the
>> problem. 
>> 
>> 
>
http://search.cpan.org/CPAN/authors/id/F/FA/FALCONE/RT-Authen-ExternalAu
> th-0.08_01.tar.gz
>> 
>> Thomas
> 
> Hey Thomas,
> 
> Thanks a lot for the information, I went ahead and queried the cpan
> packages and you are correct I am running: 
> 
>    RT::Authen::ExternalAuth      0.08
> 
> I will give try at downloading 0.08_01 and see how it goes. I did
> include the logs in another email, not sure if that one made the
> list. I am including the logs on this email (just in case anyone
> wants a quick glance at them), please do let me know if they do not
> go through (sometimes our AV server strips off attachments). If they
> don't I'll just do a pastebin from the logs I do have. I'll make sure
> to update the list with the results.      
> 
> Thanks,
> Eli

I went ahead and updated RT::Authen::ExternalAuth to version 0.8_01, 
but for some reason I am still getting the same error as before:

[Fri Apr  8 23:34:13 2011] [debug]: Attempting to use external auth
service: 
My_LDAP
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAut
h.pm:64)
[Fri Apr  8 23:34:13 2011] [debug]: SSO Failed and no user to test with.
Nexting 
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAut
h.pm:92)
[Fri Apr  8 23:34:13 2011] [debug]: Autohandler called ExternalAuth.
Response: 
(0, No User)
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Elements/DoAuth:26)

So I am not sure what else could be causing the issue, I am guessing
that
this is a configuration issue at this point (as to where exactly the
issue
may be, that is the 64,000 dollar question). 

I'll continue to have a look and see if I can fix the issue, but I think

I may have to use an alternate method of connecting to AD (i.e. OpenLDAP

Synchronization from our AD server, or a manual overlay). If there is
any additional 
insight on the problem please feel free to reply, as I'd be willing to
try other solutions 
as needed.

Thanks,
Eli


From elekistvan at freemail.hu  Sun Apr 10 10:12:20 2011
From: elekistvan at freemail.hu (elekistvan)
Date: Sun, 10 Apr 2011 16:12:20 +0200 (CEST)
Subject: [rt-users] Rest API search by email?
In-Reply-To: <freemail.20110408172039.49578.1@xmldata09.freemail.hu>
Message-ID: <freemail.20110410161220.85479.1@xmldata09.freemail.hu>


I think I found it out, I sent a ticket with my problem:
http://issues.bestpractical.com/Ticket/Display.html?id=17076

If I use a "xxx.yyy+11 at gmail.com" style e-mail address in a rest url, it does not give any valid answer however it should. 
With other email addresses it is working as expected, but my developer install contains test users with this kind of test gmail email addresses.

Best Regards,
Steve

  elekistvan <elekistvan at freemail.hu>, ezt ?rta: 
  
  Hi Christian,

Thanks for the answer. I tried all version of the query, but I always got 'No matching results.' answers. However, I am pretty sure, that there are tickets what would match for these queries:

http://rt_host/rt/REST/1.0/search/ticket?query=Owner.EmailAddress='elekistvan at freemail.hu'

or

http://rt_host/rt/REST/1.0/search/ticket?query=Owner='elekistvan at freemail.hu'

so, for eg. this is working: http://rt_host/rt/REST/1.0/search/ticket?query=Status='new'

The user names and the e-mail addresses are the same, that's why i would expect valid answers. My rt version is:  RT 3.8.5

Is this user list query is implemented in this version of this rest api?
Or what do you think I am doing wrong?

Thanks a lot!
Nice weekend.


  Christian Loos <cloos at netcologne.de>, ezt ?rta: 
  
  You must use the right field name.
Try this:
http://rt_host/rt/REST/1.0/search/ticket?query=Owner.EmailAddress='elekistvan at freemail.hu'

The best way would be to create the search with the query builder and
then copy and paste the query from the advanced tab to the REST url.

-Chris

Am 08.04.2011 08:16, schrieb elekistvan:
> Dear All,
> 
> I would need to use the rest api to query the tickets by e-mail address.
> For eg, something like that: 
> http://rt_host/rt/REST/1.0/search/ticket?query=OWNER.Email='elekistvan at freemail.hu'
> Is it possible to query tickets by email via rest api?
> 
> I would need to query these conditions:
> my $tickets = new RT::Tickets($RT::SystemUser);
> ...
> $tickets->FromSQL("(status = 'new' or status = 'open') and  (Owner.EmailAddress = '" . $email . "' or Requestor.EmailAddress = '" . $email . "' or Cc.EmailAddress = '" . $email . "' or AdminCc.EmailAddress = '" . $email . "' or Watcher.EmailAddress = '" . $email . "' or QueueCc.EmailAddress = '" . $email . "'  or QueueAdminCc.EmailAddress = '" . $email . "')");
> ...
> 
> If currently this rest api query is not implemented, do you think the solution would be to extend the rest api? 
> for eg: https://gist.github.com/737979
> Is it difficult to do?
> 
> Thanks a lot,
> Steve.
> 
> 




From ruz at bestpractical.com  Sun Apr 10 16:58:16 2011
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Mon, 11 Apr 2011 00:58:16 +0400
Subject: [rt-users] Rest API search by email?
In-Reply-To: <freemail.20110410161220.85479.1@xmldata09.freemail.hu>
References: <freemail.20110408172039.49578.1@xmldata09.freemail.hu>
	<freemail.20110410161220.85479.1@xmldata09.freemail.hu>
Message-ID: <BANLkTikrkfBDfwton4D6Y0FJWcunieO3MQ@mail.gmail.com>

+ should be escaped, learn how to escape arguments in URLs.

2011/4/10 elekistvan <elekistvan at freemail.hu>:
>
> I think I found it out, I sent a ticket with my problem:
> http://issues.bestpractical.com/Ticket/Display.html?id=17076
>
> If I use a "xxx.yyy+11 at gmail.com" style e-mail address in a rest url, it does not give any valid answer however it should.
> With other email addresses it is working as expected, but my developer install contains test users with this kind of test gmail email addresses.
>
> Best Regards,
> Steve
>
> ?elekistvan <elekistvan at freemail.hu>, ezt ?rta:
>
> ?Hi Christian,
>
> Thanks for the answer. I tried all version of the query, but I always got 'No matching results.' answers. However, I am pretty sure, that there are tickets what would match for these queries:
>
> http://rt_host/rt/REST/1.0/search/ticket?query=Owner.EmailAddress='elekistvan at freemail.hu'
>
> or
>
> http://rt_host/rt/REST/1.0/search/ticket?query=Owner='elekistvan at freemail.hu'
>
> so, for eg. this is working: http://rt_host/rt/REST/1.0/search/ticket?query=Status='new'
>
> The user names and the e-mail addresses are the same, that's why i would expect valid answers. My rt version is: ?RT 3.8.5
>
> Is this user list query is implemented in this version of this rest api?
> Or what do you think I am doing wrong?
>
> Thanks a lot!
> Nice weekend.
>
>
> ?Christian Loos <cloos at netcologne.de>, ezt ?rta:
>
> ?You must use the right field name.
> Try this:
> http://rt_host/rt/REST/1.0/search/ticket?query=Owner.EmailAddress='elekistvan at freemail.hu'
>
> The best way would be to create the search with the query builder and
> then copy and paste the query from the advanced tab to the REST url.
>
> -Chris
>
> Am 08.04.2011 08:16, schrieb elekistvan:
>> Dear All,
>>
>> I would need to use the rest api to query the tickets by e-mail address.
>> For eg, something like that:
>> http://rt_host/rt/REST/1.0/search/ticket?query=OWNER.Email='elekistvan at freemail.hu'
>> Is it possible to query tickets by email via rest api?
>>
>> I would need to query these conditions:
>> my $tickets = new RT::Tickets($RT::SystemUser);
>> ...
>> $tickets->FromSQL("(status = 'new' or status = 'open') and ?(Owner.EmailAddress = '" . $email . "' or Requestor.EmailAddress = '" . $email . "' or Cc.EmailAddress = '" . $email . "' or AdminCc.EmailAddress = '" . $email . "' or Watcher.EmailAddress = '" . $email . "' or QueueCc.EmailAddress = '" . $email . "' ?or QueueAdminCc.EmailAddress = '" . $email . "')");
>> ...
>>
>> If currently this rest api query is not implemented, do you think the solution would be to extend the rest api?
>> for eg: https://gist.github.com/737979
>> Is it difficult to do?
>>
>> Thanks a lot,
>> Steve.
>>
>>
>
>
>



-- 
Best regards, Ruslan.


From fireskyer at gmx.de  Mon Apr 11 08:34:05 2011
From: fireskyer at gmx.de (john s.)
Date: Mon, 11 Apr 2011 05:34:05 -0700 (PDT)
Subject: [rt-users] RT-Authen-ExternalAuth-0.08 which packages i need
 for Authentification ?
In-Reply-To: <20110407172252.GB3198@jibsheet.com>
References: <31342791.post@talk.nabble.com>
	<20110407172252.GB3198@jibsheet.com>
Message-ID: <31369863.post@talk.nabble.com>



You don't say your RT version, or what fails, it is possible you need .08_01
if you're running RT 3.8.9

Hello Kevin 

Sorry i forgot i currently  useig the Version  3.8.9 

So i had followed your advice and now the  RT-Authen-ExternalAuth-0.08_01 is
still running.


At first it looks better than before, now i get response from the rt.log..
but there still some  problems ...


here is the relevant piece of information from  my log file:


 Reloading RT::User to work around a bug in RT-3.8.0 and RT-3.8.1
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Elements/DoAuth:14)
[Mon Apr 11 12:13:55 2011] [debug]: Attempting to use external auth service:
My_LDAP
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:64)
[Mon Apr 11 12:13:55 2011] [debug]: SSO Failed and no user to test with.
Nexting
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:92)
[Mon Apr 11 12:13:55 2011] [debug]: Attempting to use external auth service:
My_MySQL
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:64)
[Mon Apr 11 12:13:55 2011] [debug]: SSO Failed and no user to test with.
Nexting
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:92)
[Mon Apr 11 12:13:55 2011] [debug]: Attempting to use external auth service:
My_SSO_Cookie
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:64)
[Mon Apr 11 12:13:55 2011] [debug]: SSO Failed and no user to test with.
Nexting
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:92)
[Mon Apr 11 12:13:55 2011] [debug]: Autohandler called ExternalAuth.
Response: (0, No User)
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Elements/DoAuth:26)
[Mon Apr 11 12:14:06 2011] [debug]: Attempting to use external auth service:
My_LDAP
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:64)
[Mon Apr 11 12:14:06 2011] [debug]: Calling UserExists with $username
(RT-USER) and $service (My_LDAP)
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:105)
[Mon Apr 11 12:14:06 2011] [debug]: Invalid service type for UserExists:
My_LDAP
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:361)
[Mon Apr 11 12:14:06 2011] [debug]: Attempting to use external auth service:
My_MySQL
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:64)
[Mon Apr 11 12:14:06 2011] [debug]: Calling UserExists with $username
(RT-USER) and $service (My_MySQL)
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:105)
[Mon Apr 11 12:14:06 2011] [debug]: Invalid service type for UserExists:
My_MySQL
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:361)
[Mon Apr 11 12:14:06 2011] [debug]: Attempting to use external auth service:
My_SSO_Cookie
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:64)
[Mon Apr 11 12:14:06 2011] [debug]: Calling UserExists with $username
(RT-USER) and $service (My_SSO_Cookie)
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:105)
[Mon Apr 11 12:14:06 2011] [debug]: Invalid service type for UserExists:
My_SSO_Cookie
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:361)
[Mon Apr 11 12:14:06 2011] [debug]: Autohandler called ExternalAuth.
Response: (0, No User)
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Elements/DoAuth:26)
[Mon Apr 11 12:14:06 2011] [error]: FAILED LOGIN for RT-USER from
192.168.112.1 (/opt/rt3/bin/../lib/RT/Interface/Web.pm:424)



Thanks in advance 

best regrads john s.










-- 
View this message in context: http://old.nabble.com/RT-Authen-ExternalAuth-0.08-which-packages-i-need-for-Authentification---tp31342791p31369863.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.



From vance_walsh at concordacademy.org  Mon Apr 11 09:30:59 2011
From: vance_walsh at concordacademy.org (Vance Walsh)
Date: Mon, 11 Apr 2011 09:30:59 -0400
Subject: [rt-users] Forcing a custom field to be a mandatory date
Message-ID: <fc.000f737402edd719000f737402edd719.2edd724@concordacademy.org>

What would be the proper string to make a Custom field Mandatory and contain
a date field?

---

Vance Walsh
Network and Systems Administrator
Concord Academy - Concord, Mass.

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From vance_walsh at concordacademy.org  Mon Apr 11 09:32:49 2011
From: vance_walsh at concordacademy.org (Vance Walsh)
Date: Mon, 11 Apr 2011 09:32:49 -0400
Subject: [rt-users] Finding tickets based on changed field
Message-ID: <fc.000f737402edd732000f737402edd732.2edd74a@concordacademy.org>

Is there a method to find all tickets which have had a custom field
edited/changed in the last 30 days?

---

Vance Walsh
Network and Systems Administrator
Concord Academy - Concord, Mass.

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From falcone at bestpractical.com  Mon Apr 11 09:59:54 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Mon, 11 Apr 2011 09:59:54 -0400
Subject: [rt-users] RT::Authen::ExternalAuth,
 Possible Configuration Issue?
In-Reply-To: <FFF4607FCF6D774C9B4B44B0627534230300901B@abqex2.cvi-mg.com>
References: <FFF4607FCF6D774C9B4B44B06275342302FCD707@abqex2.cvi-mg.com>
	<FFF4607FCF6D774C9B4B44B06275342303008BA9@abqex2.cvi-mg.com>
	<4D9E579F.80500@bestpractical.com>
	<FFF4607FCF6D774C9B4B44B06275342303008DB8@abqex2.cvi-mg.com>
	<FFF4607FCF6D774C9B4B44B0627534230300901B@abqex2.cvi-mg.com>
Message-ID: <20110411135954.GA9312@jibsheet.com>

> [Fri Apr  8 23:34:13 2011] [debug]: Attempting to use external auth
> service: 
> My_LDAP
> (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAut
> h.pm:64)
> [Fri Apr  8 23:34:13 2011] [debug]: SSO Failed and no user to test with.
> Nexting 

This implies that the username you typed into the login box isn't
getting to the plugin.

You did clear the mason cache when you updated the module, right?

-kevin
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From trs at bestpractical.com  Mon Apr 11 10:04:01 2011
From: trs at bestpractical.com (Thomas Sibley)
Date: Mon, 11 Apr 2011 10:04:01 -0400
Subject: [rt-users] Rest API search by email?
In-Reply-To: <freemail.20110410161220.85479.1@xmldata09.freemail.hu>
References: <freemail.20110410161220.85479.1@xmldata09.freemail.hu>
Message-ID: <4DA30A51.8010905@bestpractical.com>

On 04/10/2011 10:12 AM, elekistvan wrote:
> I think I found it out, I sent a ticket with my problem:
> http://issues.bestpractical.com/Ticket/Display.html?id=17076

Next time you create a ticket, please set your email address as the
requestor so we can contact you about it.  I've replied there.

Thomas


From dustin.berube at gmail.com  Mon Apr 11 10:14:20 2011
From: dustin.berube at gmail.com (Dustin Berube)
Date: Mon, 11 Apr 2011 10:14:20 -0400
Subject: [rt-users] Asset Tracker 2.0 Rest API
Message-ID: <BANLkTikw=KymbXxN_wCahzGwyg7xRYCMWQ@mail.gmail.com>

My apologizes if this is the wrong list to ask this question. Does the new
version of Asset Tracker have a REST API or does it utilize the REST
interface naively in RT? I need to integrate the data from Asset Tracker
with a third party application and the REST interface would be the easiest.

I'm currently running RT 3.8.9 and AT 2.0.0b1.

Thanks,
Dustin
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From todd at chaka.net  Mon Apr 11 11:33:16 2011
From: todd at chaka.net (Todd Chapman)
Date: Mon, 11 Apr 2011 11:33:16 -0400
Subject: [rt-users] Asset Tracker 2.0 Rest API
In-Reply-To: <BANLkTikw=KymbXxN_wCahzGwyg7xRYCMWQ@mail.gmail.com>
References: <BANLkTikw=KymbXxN_wCahzGwyg7xRYCMWQ@mail.gmail.com>
Message-ID: <BANLkTikYkRSXwq2m6iNwFUJ3OLKA1B5EXw@mail.gmail.com>

Dustin,

I'll have to review the REST interface. No updates were made to it in
the 2.0 release. My guess would be that it is currently lacking.

The best place to discuss Asset Tracker is on the at-users mailing
list: http://groups.google.com/group/at-users

-Todd

On Mon, Apr 11, 2011 at 10:14 AM, Dustin Berube <dustin.berube at gmail.com> wrote:
> My apologizes if this is the wrong list to ask this question. Does the new
> version of Asset Tracker have a REST API or does it utilize the REST
> interface naively in RT? I need to integrate the data from Asset Tracker
> with a third party application and the REST interface would be the easiest.
>
> I'm currently running RT 3.8.9 and AT 2.0.0b1.
>
> Thanks,
> Dustin
>


From tapio.tirkkola at csolutor.fi  Mon Apr 11 11:38:56 2011
From: tapio.tirkkola at csolutor.fi (Tapio Tirkkola)
Date: Mon, 11 Apr 2011 18:38:56 +0300
Subject: [rt-users] Problem delivering email messages to RT queues
Message-ID: <8A9970C007432E409C732F2236D49EAF431A6D@s11.CSolutor.fi>

After finally finding some time for looking into /var/log/maillog and some googling, I found out, not surprisingly, that I had modified the system after all and messed the configuration myself.

The reason in this case was that I had configured Apache to use https instead of http. And I didn't remember that also rt-mailgate uses http/https to communicate with RT.

Thus I had to modify all URL:s in /etc/aliases to reflect the change and run newaliases at command prompt.

I also restarted postfix, as I'm not sure if the change comes into effect without it.

 

Rgds, Tapio Tirkkola

CSolutor Oy

 

L?hett?j?: Tapio Tirkkola 
L?hetetty: 7. huhtikuuta 2011 12:13
Vastaanottaja: 'rt-users at lists.bestpractical.com'
Aihe: Problem delivering email messages to RT queues

 

Hi

 

I'm confused as I noticed that email messaged destined to create or update tickets in RT seem to do nothing anymore.

I've had this configuration work properly before but suddenly it doesn't work anymore. 

And - yes, as so often - I don't know that anything would have been changed in the system.

 

I use postfix on my RT host. 

 

So far I have verified, that email is still successfully delivered to my local mailbox on the RT host, both from my work mail (internally) and from my private mail (from public internet). Thus it seems that there is no general mail delivery problem to accounts in my RT email domain. 

 

However, messages to email addresses in the same email domain that match my RT queues don't seem to receive anything. At least messages don't appear in RT as new or updated tickets. And I don't get any responses like "Undeliverable..." like I do in case I try to send to a completely non-existing email address in the same domain.

 

To me it looks like there's something funny in how RT receives the messages.

Can anyone give hints how to troubleshoot this kind of a problem?

E.g. is there a way to check postfix logs or something whether the messages have been received and maybe find out what happened to them?

Or is there a way in RT to troubleshoot incoming email messages?

 

Regards, Tapio Tirkkola

tapio.tirkkola at csolutor.fi

 

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From eguzman at cvimellesgriot.com  Mon Apr 11 12:43:54 2011
From: eguzman at cvimellesgriot.com (Eli Guzman)
Date: Mon, 11 Apr 2011 10:43:54 -0600
Subject: [rt-users] RT::Authen::ExternalAuth,
	Possible Configuration Issue?
In-Reply-To: <20110411135954.GA9312@jibsheet.com>
References: <FFF4607FCF6D774C9B4B44B06275342302FCD707@abqex2.cvi-mg.com><FFF4607FCF6D774C9B4B44B06275342303008BA9@abqex2.cvi-mg.com><4D9E579F.80500@bestpractical.com><FFF4607FCF6D774C9B4B44B06275342303008DB8@abqex2.cvi-mg.com><FFF4607FCF6D774C9B4B44B0627534230300901B@abqex2.cvi-mg.com>
	<20110411135954.GA9312@jibsheet.com>
Message-ID: <FFF4607FCF6D774C9B4B44B06275342303009351@abqex2.cvi-mg.com>

----Original Message----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin
Falcone Sent: Monday, April 11, 2011 8:00 AM To:
rt-users at lists.bestpractical.com Subject: Re: [rt-users]
RT::Authen::ExternalAuth, Possible Configuration Issue? 

>> [Fri Apr  8 23:34:13 2011] [debug]: Attempting to use external auth
>> service: My_LDAP
>>
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalA
>> ut h.pm:64)
>> [Fri Apr  8 23:34:13 2011] [debug]: SSO Failed and no user to test
>> with. Nexting
> 
> This implies that the username you typed into the login box isn't
> getting to the plugin. 
> 
> You did clear the mason cache when you updated the module, right?
> 
> -kevin

Hey Kevin,

No I did not clear the cache at that time, so I made sure to do so now:

[root at xx ~]# rm -fr /opt/rt3/var/mason_data/obj
[root at xx ~]# rm -rf /opt/rt3/var/mason_data/*

And then restarted httpd services, this goes ok, and once again I get
the 
same message:

http://pastebin.com/raw.php?i=kme8CUdk

All of the "ExternalAuth" messages listed on the pastebin came up as I
opened the browser,
with our designated test domain user named "jjdoe".

On the pastebin you may also notice that there is a message when httpd
services are initializing
stating that "RT's GnuPG libraries couldn't successfully read your
configured GnuPG home directory" 
and thereupon Disables PGP support for RT. Could this have something to
do with the 
RT::Authen::ExternalAuth error? 

[Mon Apr 11 16:30:02 2011] [debug]: RT's GnuPG libraries couldn't
successfully read your 
configured GnuPG home directory (/opt/rt3/var/data/gpg). PGP support has
been disabled /opt/rt3/bin/../lib/RT/Config.pm:449)

If there is anything else I can try please let me know.

Thanks,
Eli


From trs at bestpractical.com  Mon Apr 11 13:06:24 2011
From: trs at bestpractical.com (Thomas Sibley)
Date: Mon, 11 Apr 2011 13:06:24 -0400
Subject: [rt-users] RT::Authen::ExternalAuth,
	Possible Configuration Issue?
In-Reply-To: <FFF4607FCF6D774C9B4B44B06275342303009351@abqex2.cvi-mg.com>
References: <FFF4607FCF6D774C9B4B44B06275342302FCD707@abqex2.cvi-mg.com><FFF4607FCF6D774C9B4B44B06275342303008BA9@abqex2.cvi-mg.com><4D9E579F.80500@bestpractical.com><FFF4607FCF6D774C9B4B44B06275342303008DB8@abqex2.cvi-mg.com><FFF4607FCF6D774C9B4B44B0627534230300901B@abqex2.cvi-mg.com>	<20110411135954.GA9312@jibsheet.com>
	<FFF4607FCF6D774C9B4B44B06275342303009351@abqex2.cvi-mg.com>
Message-ID: <4DA33510.6070207@bestpractical.com>

On 04/11/2011 12:43 PM, Eli Guzman wrote:
> On the pastebin you may also notice that there is a message when httpd
> services are initializing
> stating that "RT's GnuPG libraries couldn't successfully read your
> configured GnuPG home directory" 
> and thereupon Disables PGP support for RT. Could this have something to
> do with the 
> RT::Authen::ExternalAuth error? 

Nope, this is completely unrelated to ExternalAuth.

> If there is anything else I can try please let me know.

Please send the output of: ls -lR
/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/

Thomas


From eguzman at cvimellesgriot.com  Mon Apr 11 13:22:19 2011
From: eguzman at cvimellesgriot.com (Eli Guzman)
Date: Mon, 11 Apr 2011 11:22:19 -0600
Subject: [rt-users] RT::Authen::ExternalAuth,
	Possible Configuration Issue?
In-Reply-To: <4DA33510.6070207@bestpractical.com>
References: <FFF4607FCF6D774C9B4B44B06275342302FCD707@abqex2.cvi-mg.com><FFF4607FCF6D774C9B4B44B06275342303008BA9@abqex2.cvi-mg.com><4D9E579F.80500@bestpractical.com><FFF4607FCF6D774C9B4B44B06275342303008DB8@abqex2.cvi-mg.com><FFF4607FCF6D774C9B4B44B0627534230300901B@abqex2.cvi-mg.com>	<20110411135954.GA9312@jibsheet.com><FFF4607FCF6D774C9B4B44B06275342303009351@abqex2.cvi-mg.com>
	<4DA33510.6070207@bestpractical.com>
Message-ID: <FFF4607FCF6D774C9B4B44B06275342303009392@abqex2.cvi-mg.com>

----Original Message----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Thomas
Sibley Sent: Monday, April 11, 2011 11:06 AM To:
rt-users at lists.bestpractical.com Subject: Re: [rt-users]
RT::Authen::ExternalAuth,Possible Configuration Issue? 

> On 04/11/2011 12:43 PM, Eli Guzman wrote:
>> On the pastebin you may also notice that there is a message when
>> httpd services are initializing stating that "RT's GnuPG libraries
>> couldn't successfully read your configured GnuPG home directory"
>> and thereupon Disables PGP support for RT. Could this have something
>> to do with the RT::Authen::ExternalAuth error?
> 
> Nope, this is completely unrelated to ExternalAuth.
> 
>> If there is anything else I can try please let me know.
> 
> Please send the output of: ls -lR
> /opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/
> 
> Thomas

Hey Thomas,

Here it is:

http://pastebin.com/raw.php?i=U3a8gde4

I think I see where you are going, maybe the permissions under the:

 _/autohandler,
_/Elements/Header 

directories could be incorrect?

Thanks,
Eli


From kfcrocker at lbl.gov  Mon Apr 11 14:12:13 2011
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Mon, 11 Apr 2011 11:12:13 -0700
Subject: [rt-users] Forcing a custom field to be a mandatory date
In-Reply-To: <fc.000f737402edd719000f737402edd719.2edd724@concordacademy.org>
References: <fc.000f737402edd719000f737402edd719.2edd724@concordacademy.org>
Message-ID: <BANLkTi=t2K6+xuR4VkNpKZwHzwXcKzd1Bw@mail.gmail.com>

Vance,

Well, there are a few vastly different ways to do this:

1) If on rt 3.6.x, you can use any of these formatting sequences:

# for format control of "mm/dd/yyyy"

(?#Date
mm/dd/yyyy)^(((0)?[1-9]|1[0-2])\/((0)?[1-9]|[12][0-9]|3[01])\/([12][0-9])?[0-9][0-9])?$

# for format control of "yyyy/mm/dd hh:mi:ss"

(?#Date yyyy/mm/dd
hh:mi:ss)^(([1-2][0-9][0-9][0-9])\/(0[1-9]|1[0-2])\/(0[1-9]|[1-2][0-9]|3[0-1])
(0[1-9]|1[0-2]):(0[1-9]|1[0-2]):(0[1-9]|1[0-2]))?$

# for format control of "yyyy/mm/dd"

(?#Date
yyyy/mm/dd)^(([1-2][0-9][0-9][0-9])\/(0[1-9]|1[0-2])\/(0[1-9]|[1-2][0-9]|3[0-1]))?$

2) If on 3.8.8+, you can make the CF a "SelectDate" field and get the use of
Calendar. However, there is no "built-in" way to make the field mandatory
unless you add some of your own code. This has been discussed in past
threads. We choose to keep the basic code and work around the problem by
writing a scrip to use another CF and re-set the Status field (to "stalled"
when they "resolve" without setting the date field) and then send email
notifications to alert the ticket owners that they need to put in the date
field). This is a bit simple, but keeps us from messing with code. However,
there are some other options discussed that modify the RT code and allow the
CF to be treated as a "TRULY" mandatory field. Check out the threads. I
believe there is even a link to some of that code.

Hope this helps.

Kenn
LBNL

On Mon, Apr 11, 2011 at 6:30 AM, Vance Walsh <vance_walsh at concordacademy.org
> wrote:

>  What would be the proper string to make a Custom field Mandatory and
> contain a date field?
>
> ---
>
> Vance Walsh
> Network and Systems Administrator
> Concord Academy - Concord, Mass.
>
>
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From kfcrocker at lbl.gov  Mon Apr 11 14:16:35 2011
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Mon, 11 Apr 2011 11:16:35 -0700
Subject: [rt-users] Finding tickets based on changed field
In-Reply-To: <fc.000f737402edd732000f737402edd732.2edd74a@concordacademy.org>
References: <fc.000f737402edd732000f737402edd732.2edd74a@concordacademy.org>
Message-ID: <BANLkTikxJ=r7-zEocLisuhsHci8+yU=mVQ@mail.gmail.com>

Vance,

I don't think you can do that with standard RT-SQL. I would imagine you
could do it directly from the DB via SQL by looking at the "LastUpdated"
date field of the OBJECTCUSTOMFIELDVALUES table.

Kenn
LBNL

On Mon, Apr 11, 2011 at 6:32 AM, Vance Walsh <vance_walsh at concordacademy.org
> wrote:

>  Is there a method to find all tickets which have had a custom field
> edited/changed in the last 30 days?
>
> ---
>
> Vance Walsh
> Network and Systems Administrator
> Concord Academy - Concord, Mass.
>
>
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From pfincher at ghs.com  Mon Apr 11 14:52:33 2011
From: pfincher at ghs.com (Paul Fincher)
Date: Mon, 11 Apr 2011 14:52:33 -0400
Subject: [rt-users] Having RT ignore internal email not associated with a
	ticket
Message-ID: <02b401cbf879$9e3e5ed0$dabb1c70$@ghs.com>

Hi all,

 

    We are getting ready to bring RT live and are passing the final hurdles.
One issue that I am working through is the following.  We are adding RT to
already existing mail aliases which our support engineers currently monitor
for incoming customer requests.  The problem is they also sometimes use
these aliases for internal communication unrelated to a specific ticket.   I
was hoping to have RT ignore these internal emails not related to a ticket.
>From what I've seen in past posts I may be out of luck but just thought I'd
see if someone had any ideas.

 

Thanks in advace,

Paul   

-------------------------------------------------------------
Paul Fincher
Senior Engineering Support Engineer
Green Hills Software - http://www.ghs.com <blocked::http://www.ghs.com/> 
34125 US Hwy 19 North Suite 100
Palm Harbor, FL 34684
(727) 781-4909
-------------------------------------------------------------
This e-mail may contain Green Hills Software Proprietary and Confidential
information, and is intended only for the named recipient(s) above. If you
have received this message in error, or are not a named recipient(s), you
are hereby notified that any dissemination, distribution or copying of this
e-mail is strictly prohibited.  If you have received this message in error,
please immediately notify the sender by return e-mail and delete this e-mail
message from your computer.  Thank you.

 

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From joseph85750 at yahoo.com  Mon Apr 11 16:38:55 2011
From: joseph85750 at yahoo.com (Joseph Spenner)
Date: Mon, 11 Apr 2011 13:38:55 -0700 (PDT)
Subject: [rt-users] Having RT ignore internal email not associated with
	a ticket
In-Reply-To: <02b401cbf879$9e3e5ed0$dabb1c70$@ghs.com>
Message-ID: <559023.46199.qm@web30308.mail.mud.yahoo.com>

--- On Mon, 4/11/11, Paul Fincher <pfincher at ghs.com> wrote:

From: Paul Fincher <pfincher at ghs.com>
Subject: [rt-users] Having RT ignore internal email not associated with a ticket
To: rt-users at lists.bestpractical.com
Date: Monday, April 11, 2011, 11:52 AM

Hi all, ???? We are getting ready to bring RT live and are passing the final hurdles.? One issue that I am working through is the following.? We are adding RT to already existing mail aliases which our support engineers currently monitor for incoming customer requests.? The problem is they also sometimes use these aliases for internal communication unrelated to a specific ticket.?? I was hoping to have RT ignore these internal emails not related to a ticket.?? From what I've seen in past posts I may be out of luck but just thought I'd see if someone had any ideas. ?Thanks in advace,Paul ??-------------------------------------------------------------
Paul Fincher
Senior Engineering Support Engineer

 When the original email is sent to create a ticket, it looks like any other email.? Subsequent tickets would contain a special subject unique to RT.? But that original email would always get into RT, and RT would not be able to determine if that email was intended for RT or not.However, you could write a perl interceptor which sits between RT and sendmail/postfix (ie: directly in the /etc/aliases file) which looks for a certain string of characters.? If the email does not contain this string, it passes it into RT; if the email does contain this string, it drops it.? So, if the email contained something like:? RT-IGNORE, then the perl script could ignore that message without piping it into RT.You would just need to make sure people include that RT-IGNORE in the body or the subject if RT is to ignore it.Maybe RT already has something in place to do this?? Not sure..

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From falcone at bestpractical.com  Mon Apr 11 16:46:54 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Mon, 11 Apr 2011 16:46:54 -0400
Subject: [rt-users] Forcing a custom field to be a mandatory date
In-Reply-To: <BANLkTi=t2K6+xuR4VkNpKZwHzwXcKzd1Bw@mail.gmail.com>
References: <fc.000f737402edd719000f737402edd719.2edd724@concordacademy.org>
	<BANLkTi=t2K6+xuR4VkNpKZwHzwXcKzd1Bw@mail.gmail.com>
Message-ID: <20110411204654.GB9312@jibsheet.com>

On Mon, Apr 11, 2011 at 11:12:13AM -0700, Kenneth Crocker wrote:
>    2) If on 3.8.8+, you can make the CF a "SelectDate" field and get the use of Calendar.

The SelectDate field that you are referencing is a third party patch
with known problems and we cannot advise that you use it.

We have reimplemented this feature properly for RT4

-kevin

>    However, there is no "built-in" way to make the field mandatory unless you add some of your
>    own code. This has been discussed in past threads. We choose to keep the basic code and work
>    around the problem by writing a scrip to use another CF and re-set the Status field (to
>    "stalled" when they "resolve" without setting the date field) and then send email
>    notifications to alert the ticket owners that they need to put in the date field). This is a
>    bit simple, but keeps us from messing with code. However, there are some other options
>    discussed that modify the RT code and allow the CF to be treated as a "TRULY" mandatory field.
>    Check out the threads. I believe there is even a link to some of that code.
> 
>    Hope this helps.
> 
>    Kenn
>    LBNL
> 
>    On Mon, Apr 11, 2011 at 6:30 AM, Vance Walsh <[1]vance_walsh at concordacademy.org> wrote:
> 
>      What would be the proper string to make a Custom field Mandatory and contain a date field?
>      ---
>      Vance Walsh
>      Network and Systems Administrator
>      Concord Academy - Concord, Mass.
> 
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From falcone at bestpractical.com  Mon Apr 11 16:50:54 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Mon, 11 Apr 2011 16:50:54 -0400
Subject: [rt-users] Having RT ignore internal email not associated with
 a ticket
In-Reply-To: <02b401cbf879$9e3e5ed0$dabb1c70$@ghs.com>
References: <02b401cbf879$9e3e5ed0$dabb1c70$@ghs.com>
Message-ID: <20110411205054.GC9312@jibsheet.com>

On Mon, Apr 11, 2011 at 02:52:33PM -0400, Paul Fincher wrote:
>    Hi all,
> 
> 
> 
>        We are getting ready to bring RT live and are passing the final hurdles.  One issue that I
>    am working through is the following.  We are adding RT to already existing mail aliases which
>    our support engineers currently monitor for incoming customer requests.  The problem is they
>    also sometimes use these aliases for internal communication unrelated to a specific ticket.
>    I was hoping to have RT ignore these internal emails not related to a ticket.   From what I've
>    seen in past posts I may be out of luck but just thought I'd see if someone had any ideas.

How do you intend to differentiate between "not related to a ticket"
and "intended to create a new ticket" since emails sent to rt-mailgate
without a subject tag create new tickets in the given queue (assuming
permissions are configured to allow it).

You'll need to filter before rt-mailgate gets the email

-kevin
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From bart at pleh.info  Tue Apr 12 03:42:59 2011
From: bart at pleh.info (Bart)
Date: Tue, 12 Apr 2011 09:42:59 +0200
Subject: [rt-users] Question about RT and requestors
Message-ID: <BANLkTikuEL2y5BeZgFOSeHH5tmzdXL+yEQ@mail.gmail.com>

Hi,

I'm new to RT and have a general question regarding requestors (hopefully
I'm using the right terminology).

By default RT identifies a requestor based on it's e-mail address. With
custom fields I have the ability to create company info which you can link
to a requestor. I think I could automate that process with a scrip by
checking a persons e-mail domain and link it to a company + I could link
another custom field for general e-mail and telephone number to the company
which would create a few basic contact fields.

Up to that point, apart from the scrip since I'm not yet entirely sure if
that would work, this is pretty straight forward.

The problem though is that I've been presented with the question if I could
do something similar for user contact info since in some cases you'd want to
register a persons direct work number. I could create a custom field for
that but it would be nice to automatically remember this number and keep
using it for future tickets. Basically very basic CRM abilities.

So my question is: Can I achieve the above "light" CRM ability with RT, or
is there anther way to get something in between the lines working with RT?

Best regards,

Bart
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From colintempler at gmail.com  Tue Apr 12 13:42:11 2011
From: colintempler at gmail.com (Colin)
Date: Tue, 12 Apr 2011 18:42:11 +0100
Subject: [rt-users] Where is the message stored when resolving a ticket?
Message-ID: <BANLkTimoVqmon_6U7KNCHob5StuBct53mw@mail.gmail.com>

Hi all!
I'm setup a RT + RTIR and I've noticed that after resolving a ticket
there is a text area where I can write a message.
The thing is after the ticket is closed, I want to see that message
that was written. But  when access the  ticket I can only see the
comments and normal responses from that ticket.
The last message on my tickets is:
     The RT System itself - State open changed to resolved

Any insights?

Cheers,
Colin


From fmahnke at gmail.com  Tue Apr 12 14:36:43 2011
From: fmahnke at gmail.com (Fritz Mahnke)
Date: Tue, 12 Apr 2011 13:36:43 -0500
Subject: [rt-users] Workflow to change Cc on first reply to ticket
Message-ID: <BANLkTinrmGkZtbqGD3CuD4mMfROB71Hmaw@mail.gmail.com>

Hello,

We are using RT 3.8.9 to track issues our company logs with a third
party. I use a special queue for this. New tickets created in that
queue begin with the third party's mailing list email address in the
Cc field.

Next, a member of the third party replies and generally takes
ownership of the issue. When this first reply happens, I would like
that person to be added to the Cc list. At the same time, I would like
to automatically remove the mailing list email address from the Cc
list.

I want to do this because I don't want all future correspondence to go
to the entire mailing list, just the individual responsible.
Currently, someone has to manually remove the mailing list email
address and add the email address of the individual handling the
issue.

Can someone give me a hint on how I might use a Scrip to modify the Cc
list in this way on first reply?

Best regards,
Fritz


From falcone at bestpractical.com  Tue Apr 12 15:11:31 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 12 Apr 2011 15:11:31 -0400
Subject: [rt-users] Where is the message stored when resolving a ticket?
In-Reply-To: <BANLkTimoVqmon_6U7KNCHob5StuBct53mw@mail.gmail.com>
References: <BANLkTimoVqmon_6U7KNCHob5StuBct53mw@mail.gmail.com>
Message-ID: <20110412191131.GD9312@jibsheet.com>

On Tue, Apr 12, 2011 at 06:42:11PM +0100, Colin wrote:
> Hi all!
> I'm setup a RT + RTIR and I've noticed that after resolving a ticket
> there is a text area where I can write a message.
> The thing is after the ticket is closed, I want to see that message
> that was written. But  when access the  ticket I can only see the
> comments and normal responses from that ticket.
> The last message on my tickets is:
>      The RT System itself - State open changed to resolved

That message is a normal Comment in RT by default (you can switch it
to a Correspond) and it shows up in the ticket history like any other
comment or correspondence.

Since you mention RTIR, it is worth mentioning that depending on what
ticket you resolved, there are scripts to manage Status and
relationships between tickets and it may affect where the message was
recorded.  You don't say if you resolved an Incident Report, Incident
or Investigation.

-kevin
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From lavendano at acmgrp.com  Tue Apr 12 17:30:47 2011
From: lavendano at acmgrp.com (=?utf-8?B?IEx1aXMgQXZlbmRhw7Fv?=)
Date: Tue, 12 Apr 2011 17:30:47 -0400
Subject: [rt-users] Problem on RT::Authen::ExternalAuth
Message-ID: <24584.1302643847@acmgrp.com>

 

Hi, 

I have installed and configured the RT::Authen::ExternalAuth.  

My environment is: Solaris (sun4v sparc SUNW,Sun-Fire-T200), RT=3.8.9, BD=
PostgreSQL=10.2, LDAP = Active Directory 

I realized that when I load the RT main page, I always get the following
log, NOTHING ELSE RELATED TO ExternalAuth: 

******************* 

[Tue Apr 12 21:05:15 2011] [debug]: Reloading RT::User to work around a bug
in RT-3.8.0 and RT-3.8.1
(/rt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:14)
 [Tue Apr 12 21:05:28 2011] [debug]: Reloading RT::User to work around a
bug in RT-3.8.0 and RT-3.8.1
(/rt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:14)
 [Tue Apr 12 21:05:52 2011] [debug]: Attempting to use external auth
service: My_LDAP
(/rt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:64)
 [Tue Apr 12 21:05:52 2011] [debug]: SSO Failed and no user to test with.
Nexting
(/rt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:92)
 [Tue Apr 12 21:05:52 2011] [debug]: Autohandler called ExternalAuth.
Response: (0, No User)
(/rt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:26)


******************* 

However, when a LDAP?user tries to login, the following error is logged: 

******************* 

[Tue Apr 12 21:05:06 2011] [error]: FAILED LOGIN for cdomi3 from
172.16.136.54 (/rt/rt3/bin/../lib/RT/Interface/Web.pm:555) 

******************* 

Any user which was locally created in RT, is able to log in. 

The ExternalAuth related configuration is as follows: 

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

#Set($WebExternalAuth, 1); 

#Set($WebExternalAuthContinuous, 1); 

#Set($WebExternalAuto , true);

Set($ExternalAuthPriority,? [?? 'My_LDAP'
 ??????????????????????????? ]
 ); 

Set($ExternalInfoPriority,? [
 ??????????????????????????????? 'My_LDAP'
 ??????????????????????????? ]
 ); 

Set($ExternalServiceUsesSSLorTLS,??? 0); 

Set($AutoCreateNonExternalUsers,??? 0); 

#### SOME LDAPP INFORMATION HAS BEEN MODIFIED (IP ADDRESS OF THE SERVER,
DOMAINUSER',?USERPASSWORD and??DC=COMPANY). 

Set($ExternalSettings,????? {
 ???????????????????????????????
'My_LDAP'?????? =>? {?? ## GENERIC SECTION
 ???????????????????????????????????????????????????????
'type'????????????????????? =>? 'ldap',
 ???????????????????????????????????????????????????????
'server'??????????????????? =>? '',
 ???????????????????????????????????????????????????????
'user'????????????????????? =>? '',
 ???????????????????????????????????????????????????????
'pass'??????????????????? =>? '',
 ???????????????????????????????????????????????????????
'base'????????????????????? =>? ',DC=com,DC=ve',
 ???????????????????????????????????????????????????????
'filter'??????????????????? =>? '(objectClass=*)',
 ???????????????????????????????????????????????????????
'd_filter'????????????????? =>?
'(userAccountControl=514)',
 ???????????????????????????????????????????????????????
'tls'?????????????????????? =>? 0,
 ???????????????????????????????????????????????????????
#'ssl_version'?????????????? =>? 3,
 ???????????????????????????????????????????????????????
'net_ldap_args'???????????? => [??? version =>? 3?? ],
 ???????????????????????????????????????????????????????
#'group'???????????????????? =>? 'GROUP_NAME',
 ???????????????????????????????????????????????????????
#'group_attr'??????????????? =>? 'GROUP_ATTR',
 ???????????????????????????????????????????????????????
'attr_match_list'?????????? => [??? 'Name',
 ???????????????????????????????????????????????????????????????????????????????????????????
'EmailAddress'
 ?????????????????????????????????????????????????????????????????????????????????????????
#? 'RealName',
 ?????????????????????????????????????????????????????????????????????????????????????????
#? 'WorkPhone'
 ???????????????????????????????????????????????????????????????????????????????????????
],
 ???????????????????????????????????????????????????????
'attr_map'????????????????? =>? {?? 'Name' =>
'sAMAccountName',
 ???????????????????????????????????????????????????????????????????????????????????????????
'EmailAddress' => 'mail',
 ???????????????????????????????????????????????????????????????????????????????????????????
'RealName' => 'cn',
 ???????????????????????????????????????????????????????????????????????????????????????????
'WorkPhone' => 'telephoneNumber'
 ???????????????????????????????????????????????????????????????????????????????????????
}
 ???????????????????????????????????????????????????
}
 ??????????????????????????????? }
 ); 

Set( @Plugins, qw( RT::Authen::ExternalAuth ) ); 

Set( %GnuPG, Enable => 0);

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

?I have done a lot of research, but no luck so far.... 

I really appreciate any help that you can provide me guys, 

Best Regards, 

____________________________________________________________________________________


 Luis Avenda?o 
 
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From ruz at bestpractical.com  Tue Apr 12 17:55:38 2011
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Wed, 13 Apr 2011 01:55:38 +0400
Subject: [rt-users] Workflow to change Cc on first reply to ticket
In-Reply-To: <BANLkTinrmGkZtbqGD3CuD4mMfROB71Hmaw@mail.gmail.com>
References: <BANLkTinrmGkZtbqGD3CuD4mMfROB71Hmaw@mail.gmail.com>
Message-ID: <BANLkTim5uGETU4tC9mr0XQvR2haVzX_Pdg@mail.gmail.com>

Hello,

Here is some examples from the wiki:

http://requesttracker.wikia.com/wiki/AddWatchersOnCorrespond
http://requesttracker.wikia.com/wiki/AddWatcherPerTicket
http://requesttracker.wikia.com/wiki/AutoCcOwner
http://requesttracker.wikia.com/wiki/AutoSetOwnerFromCC
http://requesttracker.wikia.com/wiki/AddAdminCc

Just search the wiki by "add watcher" and "delete watcher". Plenty of examples.

On Tue, Apr 12, 2011 at 10:36 PM, Fritz Mahnke <fmahnke at gmail.com> wrote:
> Hello,
>
> We are using RT 3.8.9 to track issues our company logs with a third
> party. I use a special queue for this. New tickets created in that
> queue begin with the third party's mailing list email address in the
> Cc field.
>
> Next, a member of the third party replies and generally takes
> ownership of the issue. When this first reply happens, I would like
> that person to be added to the Cc list. At the same time, I would like
> to automatically remove the mailing list email address from the Cc
> list.
>
> I want to do this because I don't want all future correspondence to go
> to the entire mailing list, just the individual responsible.
> Currently, someone has to manually remove the mailing list email
> address and add the email address of the individual handling the
> issue.
>
> Can someone give me a hint on how I might use a Scrip to modify the Cc
> list in this way on first reply?
>
> Best regards,
> Fritz
>



-- 
Best regards, Ruslan.


From pfincher at ghs.com  Tue Apr 12 18:06:13 2011
From: pfincher at ghs.com (Paul Fincher)
Date: Tue, 12 Apr 2011 18:06:13 -0400
Subject: [rt-users] FriendlyToLine Usage
Message-ID: <007601cbf95d$d6c76e60$84564b20$@ghs.com>

Hi All,

 

    I have been looking into using the FriendlyToLine option.  Is there a
way to add the Ticket Queue Name on the line?  For example I'd like to see
something like the following where Support-Queue is the Queue name:

 

    To: AdminCc of Support-Queue Ticket #4 :

 

Regards,

Paul

-------------------------------------------------------------
Paul Fincher
Senior Engineering Support Engineer
Green Hills Software -  <blocked::http://www.ghs.com/> http://www.ghs.com
34125 US Hwy 19 North Suite 100
Palm Harbor, FL 34684
(727) 781-4909
 <mailto:pfincher at ghs.com> mailto:pfincher at ghs.com
-------------------------------------------------------------



 

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From lavendano at acmgrp.com  Tue Apr 12 18:27:18 2011
From: lavendano at acmgrp.com (=?utf-8?B?IEx1aXMgQXZlbmRhw7Fv?=)
Date: Tue, 12 Apr 2011 18:27:18 -0400
Subject: [rt-users] Problem on RT::Authen::ExternalAuth
Message-ID: <46427.1302647238@acmgrp.com>

 

Hi All, 

just fixed the problem. Apparently there is a bug on the ExternalAuth
version I was using for RT 3.8.9. 

You need to download 

 Got it from this post: ? 

Thanks anyway!

 ____________________________________________________________________________________


 Luis Avenda?o 

 On Tue 12/04/11 5:00 PM , "Luis Avenda?o" lavendano at acmgrp.com sent:

Hi, 

I have installed and configured the RT::Authen::ExternalAuth.  

My environment is: Solaris (sun4v sparc SUNW,Sun-Fire-T200), RT=3.8.9, BD=
PostgreSQL=10.2, LDAP = Active Directory 

I realized that when I load the RT main page, I always get the following
log, NOTHING ELSE RELATED TO ExternalAuth: 

******************* 

[Tue Apr 12 21:05:15 2011] [debug]: Reloading RT::User to work around a bug
in RT-3.8.0 and RT-3.8.1
(/rt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:14)
 [Tue Apr 12 21:05:28 2011] [debug]: Reloading RT::User to work around a
bug in RT-3.8.0 and RT-3.8.1
(/rt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:14)
 [Tue Apr 12 21:05:52 2011] [debug]: Attempting to use external auth
service: My_LDAP
(/rt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:64)
 [Tue Apr 12 21:05:52 2011] [debug]: SSO Failed and no user to test with.
Nexting
(/rt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:92)
 [Tue Apr 12 21:05:52 2011] [debug]: Autohandler called ExternalAuth.
Response: (0, No User)
(/rt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:26)


******************* 

However, when a LDAP?user tries to login, the following error is logged: 

******************* 

[Tue Apr 12 21:05:06 2011] [error]: FAILED LOGIN for cdomi3 from
172.16.136.54 (/rt/rt3/bin/../lib/RT/Interface/Web.pm:555) 

******************* 

Any user which was locally created in RT, is able to log in. 

The ExternalAuth related configuration is as follows: 

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

#Set($WebExternalAuth, 1); 

#Set($WebExternalAuthContinuous, 1); 

#Set($WebExternalAuto , true);

Set($ExternalAuthPriority,? [?? 'My_LDAP'
 ??????????????????????????? ]
 ); 

Set($ExternalInfoPriority,? [
 ??????????????????????????????? 'My_LDAP'
 ??????????????????????????? ]
 ); 

Set($ExternalServiceUsesSSLorTLS,??? 0); 

Set($AutoCreateNonExternalUsers,??? 0); 

#### SOME LDAPP INFORMATION HAS BEEN MODIFIED (IP ADDRESS OF THE SERVER,
DOMAINUSER',?USERPASSWORD and??DC=COMPANY). 

Set($ExternalSettings,????? {
 ???????????????????????????????
'My_LDAP'?????? =>? {?? ## GENERIC SECTION
 ???????????????????????????????????????????????????????
'type'????????????????????? =>? 'ldap',
 ???????????????????????????????????????????????????????
'server'??????????????????? =>? ' ',
 ???????????????????????????????????????????????????????
'user'????????????????????? =>? ' ',
 ???????????????????????????????????????????????????????
'pass'??????????????????? =>? '',
 ???????????????????????????????????????????????????????
'base'????????????????????? =>? ' ,DC=com,DC=ve',
 ???????????????????????????????????????????????????????
'filter'??????????????????? =>? '(objectClass=*)',
 ???????????????????????????????????????????????????????
'd_filter'????????????????? =>?
'(userAccountControl=514)',
 ???????????????????????????????????????????????????????
'tls'?????????????????????? =>? 0,
 ???????????????????????????????????????????????????????
#'ssl_version'?????????????? =>? 3,
 ???????????????????????????????????????????????????????
'net_ldap_args'???????????? => [??? version =>? 3?? ],
 ???????????????????????????????????????????????????????
#'group'???????????????????? =>? 'GROUP_NAME',
 ???????????????????????????????????????????????????????
#'group_attr'??????????????? =>? 'GROUP_ATTR',
 ???????????????????????????????????????????????????????
'attr_match_list'?????????? => [??? 'Name',
 ???????????????????????????????????????????????????????????????????????????????????????????
'EmailAddress'
 ?????????????????????????????????????????????????????????????????????????????????????????
#? 'RealName',
 ?????????????????????????????????????????????????????????????????????????????????????????
#? 'WorkPhone'
 ???????????????????????????????????????????????????????????????????????????????????????
],
 ???????????????????????????????????????????????????????
'attr_map'????????????????? =>? {?? 'Name' =>
'sAMAccountName',
 ???????????????????????????????????????????????????????????????????????????????????????????
'EmailAddress' => 'mail',
 ???????????????????????????????????????????????????????????????????????????????????????????
'RealName' => 'cn',
 ???????????????????????????????????????????????????????????????????????????????????????????
'WorkPhone' => 'telephoneNumber'
 ???????????????????????????????????????????????????????????????????????????????????????
}
 ???????????????????????????????????????????????????
}
 ??????????????????????????????? }
 ); 

Set( @Plugins, qw( RT::Authen::ExternalAuth ) ); 

Set( %GnuPG, Enable => 0);

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

?I have done a lot of research, but no luck so far.... 

I really appreciate any help that you can provide me guys, 

Best Regards, 

____________________________________________________________________________________


 Luis Avenda?o 
 
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From ruz at bestpractical.com  Tue Apr 12 18:34:44 2011
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Wed, 13 Apr 2011 02:34:44 +0400
Subject: [rt-users] Question about RT and requestors
In-Reply-To: <BANLkTikuEL2y5BeZgFOSeHH5tmzdXL+yEQ@mail.gmail.com>
References: <BANLkTikuEL2y5BeZgFOSeHH5tmzdXL+yEQ@mail.gmail.com>
Message-ID: <BANLkTinTACi+x3g1LDHKT9LxD1w=gi-V-g@mail.gmail.com>

hi.

What stops you from using users' fields? Each user has organisation
field, phones and more. Data stored per user can be extended with
custom fields.


On Tue, Apr 12, 2011 at 11:42 AM, Bart <bart at pleh.info> wrote:
> Hi,
> I'm new to RT and have a general question regarding requestors (hopefully
> I'm using the right terminology).
> By default RT identifies a requestor based on it's e-mail address.?With
> custom fields I have the ability to create company info which you can link
> to a requestor. I think I could automate that process with a scrip by
> checking a persons e-mail domain and link it to a company + I could link
> another custom field for general e-mail and telephone number to the company
> which would create a few basic contact fields.
> Up to that point, apart from the scrip since I'm not yet entirely sure if
> that would work, this is pretty straight forward.
> The problem though is that I've been presented with the question if I could
> do something similar for user contact info since in some cases you'd want to
> register a persons direct work number. I could create a custom field for
> that but it would be nice to automatically remember this number and keep
> using it for future tickets. Basically very basic CRM abilities.
> So my question is: Can I achieve the above "light" CRM ability with RT, or
> is there anther way to get something in between the lines working with RT?
> Best regards,
>
> Bart
>
>



-- 
Best regards, Ruslan.


From ruz at bestpractical.com  Tue Apr 12 20:29:03 2011
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Wed, 13 Apr 2011 04:29:03 +0400
Subject: [rt-users] Finding tickets based on changed field
In-Reply-To: <fc.000f737402edd732000f737402edd732.2edd74a@concordacademy.org>
References: <fc.000f737402edd732000f737402edd732.2edd74a@concordacademy.org>
Message-ID: <BANLkTik9vnJtvJbimR0Y=hBebouqmJvHrw@mail.gmail.com>

Hello,

Only with SQL or custom code, not from UI.

On Mon, Apr 11, 2011 at 5:32 PM, Vance Walsh
<vance_walsh at concordacademy.org> wrote:
> Is there a method to find all tickets which have had a custom field
> edited/changed in the last 30 days?
> ---
> Vance Walsh
> Network and Systems Administrator
> Concord Academy - Concord, Mass.
>



-- 
Best regards, Ruslan.


From bart at pleh.info  Wed Apr 13 01:11:51 2011
From: bart at pleh.info (Bart)
Date: Wed, 13 Apr 2011 07:11:51 +0200
Subject: [rt-users] Question about RT and requestors
In-Reply-To: <BANLkTinTACi+x3g1LDHKT9LxD1w=gi-V-g@mail.gmail.com>
References: <BANLkTikuEL2y5BeZgFOSeHH5tmzdXL+yEQ@mail.gmail.com>
	<BANLkTinTACi+x3g1LDHKT9LxD1w=gi-V-g@mail.gmail.com>
Message-ID: <BANLkTikZR7hYRRnpD1HDCo0f-i2KDGKYbg@mail.gmail.com>

Hi,

I'm fairly new to RT so theres probably allot that I still need to learn
(have to RT book ^_^).

@Matt, thanks for the insight. That might be something that we'll have to
create as well.

@Ruslan. The extra information that we need should be linked to the
requestors e-mail address, the user fields are linked to an actual account
and it's information that isn't shown directly in a ticket. (correct me if
I'm wrong though)

I'm looking for a way to have the requestors (person sending us an e-mail,
or a person calling us by phone) contact information inside the ticket +
auto completion (in some way) so that you won't have to enter the same
information every time someone gives us a call or sends us an e-mail.
Address and such aren't directly required but at least 1 field for a phone
number would be the minimum.

Best regards,

Bart



2011/4/13 Ruslan Zakirov <ruz at bestpractical.com>

> hi.
>
> What stops you from using users' fields? Each user has organisation
> field, phones and more. Data stored per user can be extended with
> custom fields.
>
>
> On Tue, Apr 12, 2011 at 11:42 AM, Bart <bart at pleh.info> wrote:
> > Hi,
> > I'm new to RT and have a general question regarding requestors (hopefully
> > I'm using the right terminology).
> > By default RT identifies a requestor based on it's e-mail address. With
> > custom fields I have the ability to create company info which you can
> link
> > to a requestor. I think I could automate that process with a scrip by
> > checking a persons e-mail domain and link it to a company + I could link
> > another custom field for general e-mail and telephone number to the
> company
> > which would create a few basic contact fields.
> > Up to that point, apart from the scrip since I'm not yet entirely sure if
> > that would work, this is pretty straight forward.
> > The problem though is that I've been presented with the question if I
> could
> > do something similar for user contact info since in some cases you'd want
> to
> > register a persons direct work number. I could create a custom field for
> > that but it would be nice to automatically remember this number and keep
> > using it for future tickets. Basically very basic CRM abilities.
> > So my question is: Can I achieve the above "light" CRM ability with RT,
> or
> > is there anther way to get something in between the lines working with
> RT?
> > Best regards,
> >
> > Bart
> >
> >
>
>
>
> --
> Best regards, Ruslan.
>
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From fireskyer at gmx.de  Wed Apr 13 02:21:29 2011
From: fireskyer at gmx.de (john s.)
Date: Tue, 12 Apr 2011 23:21:29 -0700 (PDT)
Subject: [rt-users] RT-Authen-ExternalAuth-0.08 which packages i need
 for Authentification ?
In-Reply-To: <31369863.post@talk.nabble.com>
References: <31342791.post@talk.nabble.com>
	<20110407172252.GB3198@jibsheet.com>
	<31369863.post@talk.nabble.com>
Message-ID: <31385180.post@talk.nabble.com>



Someone out there ?


best regards john s.
-- 
View this message in context: http://old.nabble.com/RT-Authen-ExternalAuth-0.08-which-packages-i-need-for-Authentification---tp31342791p31385180.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.



From colintempler at gmail.com  Wed Apr 13 05:06:06 2011
From: colintempler at gmail.com (Colin)
Date: Wed, 13 Apr 2011 10:06:06 +0100
Subject: [rt-users] Where is the message stored when resolving a ticket?
In-Reply-To: <20110412191131.GD9312@jibsheet.com>
References: <BANLkTimoVqmon_6U7KNCHob5StuBct53mw@mail.gmail.com>
	<20110412191131.GD9312@jibsheet.com>
Message-ID: <BANLkTikO26EjxXAxnZheUcX6xvjRkW0oig@mail.gmail.com>

On Tue, Apr 12, 2011 at 8:11 PM, Kevin Falcone
<falcone at bestpractical.com> wrote:
[snip]
> Since you mention RTIR, it is worth mentioning that depending on what
> ticket you resolved, there are scripts to manage Status and
> relationships between tickets and it may affect where the message was
> recorded. ?You don't say if you resolved an Incident Report, Incident
> or Investigation.

Thanks Kevin.
I resolved a normal Incident.
Where could I check what these scripts to manage Status?

Cheers,
Colin


From lielais at auseklis.net  Wed Apr 13 07:29:46 2011
From: lielais at auseklis.net (Lielais Auseklis)
Date: Wed, 13 Apr 2011 07:29:46 -0400 (EDT)
Subject: [rt-users] Time Worked Reports with More Detail to CSV
Message-ID: <60e19879-39e3-46c7-83f1-4df1b8c8c304@zim.centritech.net>

Greetings all, 

I have been searching through the RT extensions and through various Google resources and have yet to find a reporting add-on for RT that suits my needs. May I ask someone to point me in the right direction? Here's what I would like to do: 

I need to export a report from RT that contains all entries within a certain time period that have a "time worked" value of more than zero. The output needs to have ticket numbers, subject lines, who posted the comment/reply/etc, and the amount of time posted to the specific entry. Ideally, I would like an additional custom field from the tickets included in this report. 

My goal is to generate a spreadsheet to be used for client billing. I have tried the Activity Reports extension, which got me part of the way, but not nearly far enough. The Billing extension does not appear to even work, so I'm not sure about that one. I am not a Postgres expert, so I am at a loss for doing my own custom queries. 

I would be happy to simply have a report that shows all entries posted to RT within a user-selected time range and includes the necessary columns (it's certainly easy enough to eliminate zero time entries on my own). 

Thanks in advance for any assistance you may render. 

--Lielais 





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From fireskyer at gmx.de  Wed Apr 13 07:54:11 2011
From: fireskyer at gmx.de (john s.)
Date: Wed, 13 Apr 2011 04:54:11 -0700 (PDT)
Subject: [rt-users] Can't Change logo
In-Reply-To: <4D9DCB11.1010906@bestpractical.com>
References: <31340412.post@talk.nabble.com> <4D9D9330.1090401@bnl.gov>
	<31342263.post@talk.nabble.com> <31342690.post@talk.nabble.com>
	<4D9DC6AB.7040101@bnl.gov> <4D9DCB11.1010906@bestpractical.com>
Message-ID: <31387272.post@talk.nabble.com>


Okay i tried to modify the file manually it's look like this:


body {


    padding:0;
    margin:0;

    background: #547CCC
url(<%RT->Config->Get('WebPath')%>/NoAuth/css/web2/images/background-gradient.png)
top left repeat-x ;
    font-family: arial, helvetica, sans-serif;

    color: #000000;
}

div#body {
    position: relative;
    padding: 1em;
    padding-top: 1.8em;
    -moz-border-radius: 0.5em;
    -webkit-border-radius: 0.5em;
    margin-left: 10.5em;
    margin-top: 5.2em;
    margin-right: 1em;
    margin-bottom: 0em;
    min-height: 10%;
    background: #fff;
    border-top: 2px solid #ccc;
    border-left: 2px solid #ccc;
    z-index:1;


}

#topactions {
 position: absolute;
 background: transparent;
 top: 3.8em; 
 right: 1em;
 width: auto;
 min-width: 42em;
 font-size: 0.9em;
 z-index: 99;
}

#topactions form * {
    vertical-align: top;
}

#topactions button, #topactions select, #topactions input{
 padding-top: 0em;
 padding-bottom: 0em;
 width: 8em;

}

#topactions form {
 display: block;

}

#topactions #CreateTicketInQueue {
 text-align: right; 

}
#topactions #simple-search {
    float: right;
}

#topactions #simple-search .field{
 margin-left: 1em;
 color: #787;
 }

#topactions #simple-search .field:focus {
 color: #000;
 }

#topactions #GotoTicket {
 text-align: right; 

}

div#footer {
 position: absolute;
 right: 0;
  text-align: right;
 font-size: 0.9em;
 margin-top: 2em;
 background: #fff;
 margin-bottom: 0;
 padding-left: 3em;
 padding-right: 1em;





 border-top: 2px solid #aaa;
 border-left: 2px solid #aaa;



 -moz-border-radius-topleft: 0.5em;
 -webkit-border-top-left-radius: 0.5em;
 -moz-border-radius-bottomleft: 0.5em;
 -webkit-border-bottom-left-radius: 0.5em;
}

div#footer #time {
display: none ;
}

div#footer #bpscredits {
 text-align: right;
 background: url(<%RT->Config->Get('WebPath')%>/NoAuth/images//bplogo.gif)
no-repeat top right;
 padding-top: 4em;
} 


/* logo stuff */


@@ -171,12 +171,11 @@
 
 
 div#logo a {
-     display: none;
     position: absolute;
-   left: 0;
-  bottom: 0;
 }
 div#logo a img {
+    z-index: 100;
+    position: absolute;
     border: 0;
 }
 div#logo .rtname {

:
div#logo {
}


#div#logo a {
 #    display: none;
  #  position: absolute;
   # left: 0;
    #bottom: 0;
#}
#div#logo a img {
 #   border: 0;
}
#div#logo .rtname {
 #   position: absolute;
  #  font-weight: bold;
   # top: 1em;
    #left: 1em;
#}


div#quickbar, div#logo {
    font-size: 0.9em;
}
div#quickbar a, div#logo a { 
    color: #000;
}


div#quickbar {
 background: #eaeaea;
 padding-top: 1em;
 padding-left: 1em;
 padding-bottom: 0.5em;
 height: 1em;
 border-bottom: 1px solid #ccc;

}
div#quick-personal {
    float: right;
    margin-right: 1em;
}


div#header h1 {
 position: absolute;
 left: 7.25em;
 right: 20em;
 overflow: hidden;
 height: 1em;
 font-size: 1.4em;
 margin-top: 0.4em;
 padding: 0.25em;
 color: #fff;
}

/* in multi-column layouts, make sure we have an internal gutter */

tr .boxcontainer {
      padding-right: 1em;
}

tr .boxcontainer:last-child {
      padding-right: 0;
}



And here is my RT-Config: 


#Set( $rtname, 'example.com');
#Set(@Plugins,(qw(Extension::QuickDelete RT::FM)));
Set( @Plugins, qw(RT::Authen::ExternalAuth));
1;
Set( %GnuPG, Enable => 0);
Set($rtname , "rtabatest");

Set($Organization , "rt-sbah.local.com");

# $user_passwd_min defines the minimum length for user passwords. Setting
# it to 0 disables this check

# $Timezone is used to convert times entered by users into GMT and back
again
# It should be set to a timezone recognized by your local unix box.
#TIMEZONE . takes the timezone from linux installation.
my $zone = "UTC";
$zone='/bin/cat /etc/timezone'
if -f "/etc/timezone";
chomp $zone;
Set($Timezone, $zone);
Set($WebPath , '/rt');
Set($WebBaseURL , "https://rt-sba.local");
Set( @Plugins, qw(RT::Authen::ExternalAuth) );

Set($LogToFileNamed , "rt.log");
Set($LogToFile,   'debug');


#######Logo ###########



Set($LogoURL, $WebImagesURL . "SBA.gif");
Set($LogoLinkURL, 'http://rt-sba.local/rt');
Set($LogoAltText, "SBA");
Set($LogoImageWidth, 100);
Set($LogoImageHeight, 100);
Set($LogoImageURL, $WebImagesURL . "SBA.gif");
Set($WebImagesURL , $WebPath . "/NoAuth/images/");  # need this for below


sth is wrong but i have no clue what and how 


best regards john s.
-- 
View this message in context: http://old.nabble.com/Can%27t-Change-logo-tp31340412p31387272.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.



From falcone at bestpractical.com  Wed Apr 13 09:41:58 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 13 Apr 2011 09:41:58 -0400
Subject: [rt-users] FriendlyToLine Usage
In-Reply-To: <007601cbf95d$d6c76e60$84564b20$@ghs.com>
References: <007601cbf95d$d6c76e60$84564b20$@ghs.com>
Message-ID: <20110413134158.GE9312@jibsheet.com>

On Tue, Apr 12, 2011 at 06:06:13PM -0400, Paul Fincher wrote:
>        I have been looking into using the FriendlyToLine option.  Is there a way to add the
>    Ticket Queue Name on the line?  For example I'd like to see something like the following where
>    Support-Queue is the Queue name:
> 
>        To: AdminCc of Support-Queue Ticket #4 :

You'd need to modify SetRecipients in Notify.pm
If you decide to do this and wanted to try making it up as a patch,
I'd suggest refactoring the FriendlyToCode so you can submit just the
refactoring and then use it locally in an override.

You have sufficient data to get the info you want in the sprintf call

-kevin
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From falcone at bestpractical.com  Wed Apr 13 09:44:38 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 13 Apr 2011 09:44:38 -0400
Subject: [rt-users] Question about RT and requestors
In-Reply-To: <BANLkTikZR7hYRRnpD1HDCo0f-i2KDGKYbg@mail.gmail.com>
References: <BANLkTikuEL2y5BeZgFOSeHH5tmzdXL+yEQ@mail.gmail.com>
	<BANLkTinTACi+x3g1LDHKT9LxD1w=gi-V-g@mail.gmail.com>
	<BANLkTikZR7hYRRnpD1HDCo0f-i2KDGKYbg@mail.gmail.com>
Message-ID: <20110413134438.GF9312@jibsheet.com>

On Wed, Apr 13, 2011 at 07:11:51AM +0200, Bart wrote:
>    Hi,
>    I'm fairly new to RT so theres probably allot that I still need to learn (have to RT book
>    ^_^).
>    @Matt, thanks for the insight. That might be something that we'll have to create as well.
>    @Ruslan. The extra information that we need should be linked to the requestors e-mail address,
>    the user fields are linked to an actual account and it's information that isn't shown directly
>    in a ticket. (correct me if I'm wrong though)
>    I'm looking for a way to have the requestors (person sending us an e-mail, or a person calling
>    us by phone) contact information inside the ticket + auto completion (in some way) so that you
>    won't have to enter the same information every time someone gives us a call or sends us an
>    e-mail. Address and such aren't directly required but at least 1 field for a phone number
>    would be the minimum.

Either tweak the More About This Requestor box to show the info you
want from their account or copy data off the requestor's account into
ticket custom fields at create time.

-kevin
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From falcone at bestpractical.com  Wed Apr 13 09:46:50 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 13 Apr 2011 09:46:50 -0400
Subject: [rt-users] Where is the message stored when resolving a ticket?
In-Reply-To: <BANLkTikO26EjxXAxnZheUcX6xvjRkW0oig@mail.gmail.com>
References: <BANLkTimoVqmon_6U7KNCHob5StuBct53mw@mail.gmail.com>
	<20110412191131.GD9312@jibsheet.com>
	<BANLkTikO26EjxXAxnZheUcX6xvjRkW0oig@mail.gmail.com>
Message-ID: <20110413134650.GG9312@jibsheet.com>

On Wed, Apr 13, 2011 at 10:06:06AM +0100, Colin wrote:
> On Tue, Apr 12, 2011 at 8:11 PM, Kevin Falcone
> <falcone at bestpractical.com> wrote:
> [snip]
> > Since you mention RTIR, it is worth mentioning that depending on what
> > ticket you resolved, there are scripts to manage Status and
> > relationships between tickets and it may affect where the message was
> > recorded. ?You don't say if you resolved an Incident Report, Incident
> > or Investigation.
> 
> Thanks Kevin.
> I resolved a normal Incident.
> Where could I check what these scripts to manage Status?

Sounds like you want to start with lib/RT/IR/DocIndex.pod and read
through to the Resolving an Incident section

-kevin
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From falcone at bestpractical.com  Wed Apr 13 09:49:53 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 13 Apr 2011 09:49:53 -0400
Subject: [rt-users] RT::Authen::ExternalAuth,
 Possible Configuration Issue?
In-Reply-To: <FFF4607FCF6D774C9B4B44B06275342303009392@abqex2.cvi-mg.com>
	<20110411135954.GA9312@jibsheet.com>
Message-ID: <20110413134953.GH9312@jibsheet.com>

On Mon, Apr 11, 2011 at 11:22:19AM -0600, Eli Guzman wrote:
> 
> I think I see where you are going, maybe the permissions under the:
> 
>  _/autohandler,
> _/Elements/Header 
> 
> directories could be incorrect?

This is unlikely to be a problem, or nothing would run, but you should
check it anyway.

On Mon, Apr 11, 2011 at 09:59:54AM -0400, Kevin Falcone wrote:
> > [Fri Apr  8 23:34:13 2011] [debug]: Attempting to use external auth
> > service: 
> > My_LDAP
> > (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAut
> > h.pm:64)
> > [Fri Apr  8 23:34:13 2011] [debug]: SSO Failed and no user to test with.
> > Nexting 

You are basically at the point where you need to start enhancing this
debugging line to include more about what was captured from the form
so you can figure out why the username isn't available.

-kevin
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From lavendano at acmgrp.com  Wed Apr 13 10:09:11 2011
From: lavendano at acmgrp.com (=?iso-8859-1?Q?Luis_Avenda=F1o?=)
Date: Wed, 13 Apr 2011 09:39:11 -0430
Subject: [rt-users] RT-Authen-ExternalAuth-0.08 which packages i need for
Message-ID: <001301cbf9e4$5d35fcb0$17a1f610$@com>

Hi Jhon,

 

Based on the Rt_SiteConfig piece you sent, there is a missing variable
setting in your configuration.

 

You put this:

 

   Set($AutoCreateNonExternalUsers,     0);

   'My_LDAP'       =>  {   ## GENERIC

        

.

 

It should be like this:

 

Set($ExternalSettings,      {   # AN EXAMPLE DB SERVICE

                                'My_LDAP'   => 


 

 

In addition, based on the log you sent, you are also configuring My_SSO and
My_MySQL. If you are not using these services to authenticate, please delete
them from the RT_SiteConfig file. If you are using them I would recommend
you going step by step. First configure the LDAP, then go for the next
source


 

This is an example of a working conf, using RT 3.8.9 and LDAP = Active
Directory:

 

#Set($WebExternalAuth, 1);

#Set($WebExternalAuthContinuous, 1);

#Set($WebExternalGecos , undef);

#Set($WebExternalAuto , true);

#Set($WebFallbackToInternalAuth , undef);

Set($ExternalAuthPriority,  [   'My_LDAP'       ]);

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

Set($ExternalServiceUsesSSLorTLS,    0);

Set($AutoCreateNonExternalUsers,    0);

Set($ExternalSettings,      {

'My_LDAP'       =>  {   ## GENERIC SECTION

                                                       'type'
=>  'ldap',

                                                        'server'
=>  '***.***.***.***',

                                                        'user'
=>  '*****\*****',

                                                        'pass'
=>  '********',

                                                        'base'
=>  'DC=*****,DC=com,DC=ve',

                                                        'filter'
=>  '(objectClass=*)',

                                                        'd_filter'
=>  '(userAccountControl=514)',

                                                        'tls'
=>  0,

                                                        'net_ldap_args'
=> [    version =>  3   ],

                                                        #'group'
=>  'GROUP_NAME',

                                                        #'group_attr'
=>  'GROUP_ATTR',

                                                        'attr_match_list'
=> [    'Name',

 
'EmailAddress'

 
#  'RealName',

 
#  'WorkPhone'

 
],

                                                        'attr_map'
=>  {   'Name' => 'sAMAccountName',

 
'EmailAddress' => 'mail',

 
'RealName' => 'cn',

 
'WorkPhone' => 'telephoneNumber'

 
}

                                                    }

                                }

);

 

o   Set( @Plugins, qw( RT::Authen::ExternalAuth ) );

Give a shot with this, and then get back with the resulted log file and
final configuration.

 

Hope this helps,

 

Best,

 

____________________________________________________________________________
________

Luis Avenda?o

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From colintempler at gmail.com  Wed Apr 13 10:20:55 2011
From: colintempler at gmail.com (Colin)
Date: Wed, 13 Apr 2011 15:20:55 +0100
Subject: [rt-users] Where is the message stored when resolving a ticket?
In-Reply-To: <20110413134650.GG9312@jibsheet.com>
References: <BANLkTimoVqmon_6U7KNCHob5StuBct53mw@mail.gmail.com>
	<20110412191131.GD9312@jibsheet.com>
	<BANLkTikO26EjxXAxnZheUcX6xvjRkW0oig@mail.gmail.com>
	<20110413134650.GG9312@jibsheet.com>
Message-ID: <BANLkTim4Hagw5rWivc1Nd9YTBMHGuLW8OA@mail.gmail.com>

On Wed, Apr 13, 2011 at 2:46 PM, Kevin Falcone
<falcone at bestpractical.com> wrote:
> Sounds like you want to start with lib/RT/IR/DocIndex.pod and read
> through to the Resolving an Incident section

I've read through it and I've resolved Incidents with  the Update
Status Type set to Comments or Response and neither one records the
message in ticket Display page.
Could be this a configuration issue in RTIR?
Thanks again.

Cheers,
Colin


From chris-barnes at tamu.edu  Wed Apr 13 11:07:51 2011
From: chris-barnes at tamu.edu (Chris Barnes)
Date: Wed, 13 Apr 2011 10:07:51 -0500
Subject: [rt-users] Modifying the text in a ticket?
In-Reply-To: <BANLkTikO26EjxXAxnZheUcX6xvjRkW0oig@mail.gmail.com>
References: <BANLkTimoVqmon_6U7KNCHob5StuBct53mw@mail.gmail.com>	<20110412191131.GD9312@jibsheet.com>
	<BANLkTikO26EjxXAxnZheUcX6xvjRkW0oig@mail.gmail.com>
Message-ID: <4DA5BC47.6010202@tamu.edu>

Ok, this might be a stooooopid question.  But I'm going to ask anyway.

Is there an easy way for me to edit the text of things already in a 
ticket?

For example, say I have a ticket and I add some comments (not sent to 
the requestor) and I have a typo.  Is there a way I can go in and 
correct the typo *of the original comment*?


For us at least, RT is not a "legal document flow" where we need to 
preserve every exact historical flow.  There are times I would like to 
change things that DON'T show up in the History of the ticket....

-- 
Chris Barnes                           AOL IM: CNBarnes
chris-barnes at tamu.edu                Yahoo IM: chrisnbarnes
Computer Systems Manager               MSN IM: chris at txbarnes.com
Department of Physics                      ph: 979-845-1379
Texas A&M University                      fax: 979-845-2590


From kfcrocker at lbl.gov  Wed Apr 13 11:34:23 2011
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Wed, 13 Apr 2011 08:34:23 -0700
Subject: [rt-users] FriendlyToLine Usage
In-Reply-To: <007601cbf95d$d6c76e60$84564b20$@ghs.com>
References: <007601cbf95d$d6c76e60$84564b20$@ghs.com>
Message-ID: <BANLkTimrUVSd52kafDu-6pEn+Zu_+GHLfg@mail.gmail.com>

Paul,

We just put that info into all of our templates.

Kenn
LBNL

On Tue, Apr 12, 2011 at 3:06 PM, Paul Fincher <pfincher at ghs.com> wrote:

> Hi All,
>
>
>
>     I have been looking into using the FriendlyToLine option.  Is there a
> way to add the Ticket Queue Name on the line?  For example I'd like to see
> something like the following where Support-Queue is the Queue name:
>
>
>
>     To: AdminCc of Support-Queue Ticket #4 :
>
>
>
> Regards,
>
> Paul
>
> -------------------------------------------------------------
> Paul Fincher
> Senior Engineering Support Engineer
> Green Hills Software - http://www.ghs.com
> 34125 US Hwy 19 North Suite 100
> Palm Harbor, FL 34684
> (727) 781-4909
> mailto:pfincher at ghs.com <pfincher at ghs.com>
> -------------------------------------------------------------
>
>
>
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From ktm at rice.edu  Wed Apr 13 12:19:28 2011
From: ktm at rice.edu (Kenneth Marshall)
Date: Wed, 13 Apr 2011 11:19:28 -0500
Subject: [rt-users] Modifying the text in a ticket?
In-Reply-To: <4DA5BC47.6010202@tamu.edu>
References: <BANLkTimoVqmon_6U7KNCHob5StuBct53mw@mail.gmail.com>
	<20110412191131.GD9312@jibsheet.com>
	<BANLkTikO26EjxXAxnZheUcX6xvjRkW0oig@mail.gmail.com>
	<4DA5BC47.6010202@tamu.edu>
Message-ID: <20110413161928.GS24222@aart.is.rice.edu>

On Wed, Apr 13, 2011 at 10:07:51AM -0500, Chris Barnes wrote:
> Ok, this might be a stooooopid question.  But I'm going to ask anyway.
>
> Is there an easy way for me to edit the text of things already in a ticket?
>
> For example, say I have a ticket and I add some comments (not sent to the 
> requestor) and I have a typo.  Is there a way I can go in and correct the 
> typo *of the original comment*?
>
>
> For us at least, RT is not a "legal document flow" where we need to 
> preserve every exact historical flow.  There are times I would like to 
> change things that DON'T show up in the History of the ticket....
>
> -- 
> Chris Barnes                           AOL IM: CNBarnes
> chris-barnes at tamu.edu                Yahoo IM: chrisnbarnes
> Computer Systems Manager               MSN IM: chris at txbarnes.com
> Department of Physics                      ph: 979-845-1379
> Texas A&M University                      fax: 979-845-2590
>

You will need to use SQL on the backend.

Cheers,
Ken


From eguzman at cvimellesgriot.com  Wed Apr 13 13:26:38 2011
From: eguzman at cvimellesgriot.com (Eli Guzman)
Date: Wed, 13 Apr 2011 11:26:38 -0600
Subject: [rt-users] RT::Authen::ExternalAuth,
	Possible Configuration Issue?
In-Reply-To: <20110413134953.GH9312@jibsheet.com>
References: <FFF4607FCF6D774C9B4B44B06275342303009392@abqex2.cvi-mg.com><20110411135954.GA9312@jibsheet.com>
	<20110413134953.GH9312@jibsheet.com>
Message-ID: <FFF4607FCF6D774C9B4B44B06275342303041630@abqex2.cvi-mg.com>

----Original Message----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin
Falcone Sent: Wednesday, April 13, 2011 7:50 AM To:
rt-users at lists.bestpractical.com Subject: Re: [rt-users]
RT::Authen::ExternalAuth, Possible Configuration Issue? 

> On Mon, Apr 11, 2011 at 11:22:19AM -0600, Eli Guzman wrote:
>> 
>> I think I see where you are going, maybe the permissions under the:
>> 
>>  _/autohandler,
>> _/Elements/Header
>> 
>> directories could be incorrect?
> 
> This is unlikely to be a problem, or nothing would run, but you
> should check it anyway. 
> 
> On Mon, Apr 11, 2011 at 09:59:54AM -0400, Kevin Falcone wrote:
>>> [Fri Apr  8 23:34:13 2011] [debug]: Attempting to use external auth
>>> service: My_LDAP
>>> (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/Externa
>>> lAut h.pm:64)
>>> [Fri Apr  8 23:34:13 2011] [debug]: SSO Failed and no user to test
>>> with. NextingHey Thomas (and Kevin)


> 
> You are basically at the point where you need to start enhancing this
> debugging line to include more about what was captured from the form
> so you can figure out why the username isn't available.  
> 
> -kevin

Thanks Kevin, adjusting the permissions to the file may have worked as
we are now able to authenticate via LDAP (there is no automatic log-on,
the users just need to enter their credentials, however it is pulling
user information via the module properly). 

Oddly enough even though the Auth piece is working, when a user within
the RTUsers group (via AD) accesses the RT main login page, on the
'rt.log' I still get the same error:

[Tue Apr 12 23:37:15 2011] [debug]: SSO Failed and no user to test with.
Nexting
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAut
h.pm:92)

But as I stated, at least now I can actually authenticate, so my
question is could this then just be related to a misconfigured
RT_SiteConfig.pm file? I did make some changes to the file as well, and
this change could have had an effect as well, since previous to the
change, authentication was not taking place (besides just adjusting the
permissions of the files). 

Here is my RT_SiteConfig (for the Auth plug-in) as well, perhaps
something listed in this file is incorrect:

http://pastebin.com/zEF44vHr

I'll go ahead and enhance the debug line a bit more, and once I have
that information I will post it.

Thanks,
Eli


From eric at eb.homelinux.org  Wed Apr 13 13:57:36 2011
From: eric at eb.homelinux.org (Eric Bollengier)
Date: Wed, 13 Apr 2011 19:57:36 +0200
Subject: [rt-users] Modifying the text in a ticket?
In-Reply-To: <4DA5BC47.6010202@tamu.edu>
References: <BANLkTimoVqmon_6U7KNCHob5StuBct53mw@mail.gmail.com>
	<BANLkTikO26EjxXAxnZheUcX6xvjRkW0oig@mail.gmail.com>
	<4DA5BC47.6010202@tamu.edu>
Message-ID: <201104131957.36732.eric@eb.homelinux.org>

Le Wednesday 13 April 2011 17:07:51, Chris Barnes a ?crit :
> Ok, this might be a stooooopid question.  But I'm going to ask anyway.
> 
> Is there an easy way for me to edit the text of things already in a
> ticket?
> 
> For example, say I have a ticket and I add some comments (not sent to
> the requestor) and I have a typo.  Is there a way I can go in and
> correct the typo *of the original comment*?
> 
> 
> For us at least, RT is not a "legal document flow" where we need to
> preserve every exact historical flow.  There are times I would like to
> change things that DON'T show up in the History of the ticket....

Hello,

You can take a look to this contribution:
http://requesttracker.wikia.com/wiki/EditAttachment

Bye


From mmcgrath at carthage.edu  Wed Apr 13 14:43:01 2011
From: mmcgrath at carthage.edu (Max McGrath)
Date: Wed, 13 Apr 2011 13:43:01 -0500
Subject: [rt-users] Separating Custom Fields
Message-ID: <BANLkTi=G=aaXG=ZL2-r0manWoEQvbfv8ZQ@mail.gmail.com>

Hi All -

Not sure if the subject really explains what I am looking to do.

We want to be able to have custom fields that a user would fill out when
submitting a ticket, but then have a separate section of other custom fields
reserved as "For Office Use Only".

I was thinking of trying to customize the Create.html page to incorporate a
line with "For Office Use Only" printed above it, then having the other
custom fields.

I found /opt/rt3/share/html/Ticket/Elements/EditCustomFields and
EditTransactionCustomFields but not sure how I would logically separate the
CFs we want above the line and below the line.

Does this make sense?

Is there a better way to do this or any recommendations anyone can suggest
to me?

Thanks!

--
Max McGrath
Asst. Network Admin/Systems Specialist
Carthage College
262-552-5512
mmcgrath at carthage.edu
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From falcone at bestpractical.com  Wed Apr 13 14:52:22 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 13 Apr 2011 14:52:22 -0400
Subject: [rt-users] Separating Custom Fields
In-Reply-To: <BANLkTi=G=aaXG=ZL2-r0manWoEQvbfv8ZQ@mail.gmail.com>
References: <BANLkTi=G=aaXG=ZL2-r0manWoEQvbfv8ZQ@mail.gmail.com>
Message-ID: <20110413185222.GI9312@jibsheet.com>

On Wed, Apr 13, 2011 at 01:43:01PM -0500, Max McGrath wrote:
>    Hi All -
>    Not sure if the subject really explains what I am looking to do.
>    We want to be able to have custom fields that a user would fill out when submitting a ticket,
>    but then have a separate section of other custom fields reserved as "For Office Use Only".
>    I was thinking of trying to customize the Create.html page to incorporate a line with "For
>    Office Use Only" printed above it, then having the other custom fields.
>    I found /opt/rt3/share/html/Ticket/Elements/EditCustomFields and EditTransactionCustomFields
>    but not sure how I would logically separate the CFs we want above the line and below the line.
>    Does this make sense?

Only grant ModifyCustomField on the For Office Use fields to your staff

-kevin
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From nathanbohn at gmail.com  Wed Apr 13 14:54:38 2011
From: nathanbohn at gmail.com (Nathan Bohn)
Date: Wed, 13 Apr 2011 14:54:38 -0400
Subject: [rt-users] Can't locate I18N/LangTags/Detect.pm in @INC in Settings
	Tab
Message-ID: <BANLkTims8M+RvzpKr_aP49_wy3m1CLNjZQ@mail.gmail.com>

Using RT 3.8.9 and Perl 5.8.8 on Solaris 10 x86.
I just finished installing through an upgrade. In the Preferences Section in
the Settings Tab, there is no save button and just an error at the bottom of
the page.

Can't locate I18N/LangTags/Detect.pm in @INC (@INC contains:
/opt/rt3/bin/../local/lib /opt/rt3/bin/../lib
/usr/perl5/5.8.4/lib/i86pc-solaris-64int /usr/perl5/5.8.4/lib
/usr/perl5/site_perl/5.8.4/i86pc-solaris-64int /usr/perl5/site_perl/5.8.4
/usr/perl5/site_perl /usr/perl5/vendor_perl/5.8.4/i86pc-solaris-64int
/usr/perl5/vendor_perl/5.8.4 /usr/perl5/vendor_perl .
/opt/webstack/apache2/2.2 /opt/webstack/apache2/2.2/lib/perl) at
/opt/rt3/bin/../lib/RT/Date.pm line 666.

I went to my perl and tried to install I18N:LangTags but it said it was up
to date. How can I fix this? or at least get the save button to show up?

Nathan Bohn
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From yan at seiner.com  Wed Apr 13 14:56:22 2011
From: yan at seiner.com (Yan Seiner)
Date: Wed, 13 Apr 2011 11:56:22 -0700 (PDT)
Subject: [rt-users] RT under Windows
Message-ID: <cdf42498c8bb415ee15031e2490078d9.squirrel@mail.seiner.com>

I've talking to our IT folks about running RT for work order tracking. 
They're not opposed to a linux box per se, but currently they're 100% MS
Windows.  At least one of their folks has linux experience.

Can anyone offer any insight into integrating an RT installation into an
MS shop?

--Yan


-- 
If you have eight hours to chop down a tree
spend six sharpening your axe.
--Abraham Lincoln



From mmcgrath at carthage.edu  Wed Apr 13 15:09:38 2011
From: mmcgrath at carthage.edu (Max McGrath)
Date: Wed, 13 Apr 2011 14:09:38 -0500
Subject: [rt-users] Separating Custom Fields
In-Reply-To: <BANLkTi=G=aaXG=ZL2-r0manWoEQvbfv8ZQ@mail.gmail.com>
References: <BANLkTi=G=aaXG=ZL2-r0manWoEQvbfv8ZQ@mail.gmail.com>
Message-ID: <BANLkTim1NKv6Hw=JLiEnDhDfgfA9uP0EOg@mail.gmail.com>

Kevin -

Thank God for mailing lists!  This is a much simpler solution than what I
was thinking of...

However, I've gone to Configuration --> Custom Fields --> MyCF --> Group
Rights and have given ModifyCustomField and SeeCustomField only to the group
that our staff are members of.

I login to RT as a different user (who is not part our staff group) and am
able to choose a value for my CF and submit the ticket.

Am I setting permissions in the wrong area?
--
Max McGrath
Asst. Network Admin/Systems Specialist
Carthage College
262-552-5512
mmcgrath at carthage.edu


On Wed, Apr 13, 2011 at 1:43 PM, Max McGrath <mmcgrath at carthage.edu> wrote:

> Hi All -
>
> Not sure if the subject really explains what I am looking to do.
>
> We want to be able to have custom fields that a user would fill out when
> submitting a ticket, but then have a separate section of other custom fields
> reserved as "For Office Use Only".
>
> I was thinking of trying to customize the Create.html page to incorporate a
> line with "For Office Use Only" printed above it, then having the other
> custom fields.
>
> I found /opt/rt3/share/html/Ticket/Elements/EditCustomFields and
> EditTransactionCustomFields but not sure how I would logically separate the
> CFs we want above the line and below the line.
>
> Does this make sense?
>
> Is there a better way to do this or any recommendations anyone can suggest
> to me?
>
> Thanks!
>
> --
> Max McGrath
> Asst. Network Admin/Systems Specialist
> Carthage College
> 262-552-5512
> mmcgrath at carthage.edu
>
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From trs at bestpractical.com  Wed Apr 13 15:29:23 2011
From: trs at bestpractical.com (Thomas Sibley)
Date: Wed, 13 Apr 2011 15:29:23 -0400
Subject: [rt-users] RT under Windows
In-Reply-To: <cdf42498c8bb415ee15031e2490078d9.squirrel@mail.seiner.com>
References: <cdf42498c8bb415ee15031e2490078d9.squirrel@mail.seiner.com>
Message-ID: <4DA5F993.6090505@bestpractical.com>

On 04/13/2011 02:56 PM, Yan Seiner wrote:
> I've talking to our IT folks about running RT for work order tracking. 
> They're not opposed to a linux box per se, but currently they're 100% MS
> Windows.  At least one of their folks has linux experience.
> 
> Can anyone offer any insight into integrating an RT installation into an
> MS shop?

Windows is not a supported platform for RT.

If you're looking to do auth against AD, you can do that with mod_kerb
and the $WebExternalAuth configuration, or by using the
RT-Authen-ExternalAuth plugin for RT.

Thomas


From yan at seiner.com  Wed Apr 13 15:40:58 2011
From: yan at seiner.com (Yan Seiner)
Date: Wed, 13 Apr 2011 12:40:58 -0700 (PDT)
Subject: [rt-users] RT under Windows
In-Reply-To: <4DA5F993.6090505@bestpractical.com>
References: <cdf42498c8bb415ee15031e2490078d9.squirrel@mail.seiner.com>
	<4DA5F993.6090505@bestpractical.com>
Message-ID: <500f12f5b55df03f53535ecfc9a2162d.squirrel@mail.seiner.com>


On Wed, April 13, 2011 12:29 pm, Thomas Sibley wrote:
> On 04/13/2011 02:56 PM, Yan Seiner wrote:
>> I've talking to our IT folks about running RT for work order tracking.
>> They're not opposed to a linux box per se, but currently they're 100% MS
>> Windows.  At least one of their folks has linux experience.
>>
>> Can anyone offer any insight into integrating an RT installation into an
>> MS shop?
>
> Windows is not a supported platform for RT.
>
> If you're looking to do auth against AD, you can do that with mod_kerb
> and the $WebExternalAuth configuration, or by using the
> RT-Authen-ExternalAuth plugin for RT.

Sorry, I mis-titled that.  I'm asking for advice on integrating RT on a
linux platform into an otherwise 100% microsoft shop.  Authentication is
just one small part of it; email integration, and any other issues I can
relay to the IT folks would help.

-- 
If you have eight hours to chop down a tree
spend six sharpening your axe.
--Abraham Lincoln



From kfcrocker at lbl.gov  Wed Apr 13 16:40:33 2011
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Wed, 13 Apr 2011 13:40:33 -0700
Subject: [rt-users] Separating Custom Fields
In-Reply-To: <BANLkTim1NKv6Hw=JLiEnDhDfgfA9uP0EOg@mail.gmail.com>
References: <BANLkTi=G=aaXG=ZL2-r0manWoEQvbfv8ZQ@mail.gmail.com>
	<BANLkTim1NKv6Hw=JLiEnDhDfgfA9uP0EOg@mail.gmail.com>
Message-ID: <BANLkTin10dTrjrA1P271X5=xD9WjY3oS+w@mail.gmail.com>

Max,

You can set rights for Custom Fields either by group/*regardless of
Queue*OR by group
*within a specific Queue*. We have some CF's that I update within scrips and
I don't let ANYONE SEE or Modify them (except me as the superuser). I have
some CF's that are only seen/modified by user-defined groups that are
allowed to own tickets, etc. You have to do what works best for you.

Kenn
LBNL

On Wed, Apr 13, 2011 at 12:09 PM, Max McGrath <mmcgrath at carthage.edu> wrote:

> Kevin -
>
> Thank God for mailing lists!  This is a much simpler solution than what I
> was thinking of...
>
> However, I've gone to Configuration --> Custom Fields --> MyCF --> Group
> Rights and have given ModifyCustomField and SeeCustomField only to the group
> that our staff are members of.
>
> I login to RT as a different user (who is not part our staff group) and am
> able to choose a value for my CF and submit the ticket.
>
> Am I setting permissions in the wrong area?
>
> --
> Max McGrath
> Asst. Network Admin/Systems Specialist
> Carthage College
> 262-552-5512
> mmcgrath at carthage.edu
>
>
> On Wed, Apr 13, 2011 at 1:43 PM, Max McGrath <mmcgrath at carthage.edu>wrote:
>
>> Hi All -
>>
>> Not sure if the subject really explains what I am looking to do.
>>
>> We want to be able to have custom fields that a user would fill out when
>> submitting a ticket, but then have a separate section of other custom fields
>> reserved as "For Office Use Only".
>>
>> I was thinking of trying to customize the Create.html page to incorporate
>> a line with "For Office Use Only" printed above it, then having the other
>> custom fields.
>>
>> I found /opt/rt3/share/html/Ticket/Elements/EditCustomFields and
>> EditTransactionCustomFields but not sure how I would logically separate the
>> CFs we want above the line and below the line.
>>
>> Does this make sense?
>>
>> Is there a better way to do this or any recommendations anyone can suggest
>> to me?
>>
>> Thanks!
>>
>> --
>> Max McGrath
>> Asst. Network Admin/Systems Specialist
>> Carthage College
>> 262-552-5512
>> mmcgrath at carthage.edu
>>
>
>
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From mmcgrath at carthage.edu  Wed Apr 13 16:43:34 2011
From: mmcgrath at carthage.edu (Max McGrath)
Date: Wed, 13 Apr 2011 15:43:34 -0500
Subject: [rt-users] Separating Custom Fields
In-Reply-To: <BANLkTin10dTrjrA1P271X5=xD9WjY3oS+w@mail.gmail.com>
References: <BANLkTi=G=aaXG=ZL2-r0manWoEQvbfv8ZQ@mail.gmail.com>
	<BANLkTim1NKv6Hw=JLiEnDhDfgfA9uP0EOg@mail.gmail.com>
	<BANLkTin10dTrjrA1P271X5=xD9WjY3oS+w@mail.gmail.com>
Message-ID: <BANLkTik5Vw33EKjZHc+4ADHc+CnqOvJAhA@mail.gmail.com>

Thanks Kenn -

I actually just figured this out 2 minutes before you sent this.

I had given groups ModifyCustomField and SeeCustomField at the Queue level.
 I had to revoke it there and manage them at the CF level.

Thanks guys!
--
Max McGrath
Asst. Network Admin/Systems Specialist
Carthage College
262-552-5512
mmcgrath at carthage.edu


On Wed, Apr 13, 2011 at 3:40 PM, Kenneth Crocker <kfcrocker at lbl.gov> wrote:

> Max,
>
> You can set rights for Custom Fields either by group/*regardless of Queue*OR by group
> *within a specific Queue*. We have some CF's that I update within scrips
> and I don't let ANYONE SEE or Modify them (except me as the superuser). I
> have some CF's that are only seen/modified by user-defined groups that are
> allowed to own tickets, etc. You have to do what works best for you.
>
> Kenn
> LBNL
>
>
> On Wed, Apr 13, 2011 at 12:09 PM, Max McGrath <mmcgrath at carthage.edu>wrote:
>
>> Kevin -
>>
>> Thank God for mailing lists!  This is a much simpler solution than what I
>> was thinking of...
>>
>> However, I've gone to Configuration --> Custom Fields --> MyCF --> Group
>> Rights and have given ModifyCustomField and SeeCustomField only to the group
>> that our staff are members of.
>>
>> I login to RT as a different user (who is not part our staff group) and am
>> able to choose a value for my CF and submit the ticket.
>>
>> Am I setting permissions in the wrong area?
>>
>> --
>> Max McGrath
>> Asst. Network Admin/Systems Specialist
>> Carthage College
>> 262-552-5512
>> mmcgrath at carthage.edu
>>
>>
>> On Wed, Apr 13, 2011 at 1:43 PM, Max McGrath <mmcgrath at carthage.edu>wrote:
>>
>>> Hi All -
>>>
>>> Not sure if the subject really explains what I am looking to do.
>>>
>>> We want to be able to have custom fields that a user would fill out when
>>> submitting a ticket, but then have a separate section of other custom fields
>>> reserved as "For Office Use Only".
>>>
>>> I was thinking of trying to customize the Create.html page to incorporate
>>> a line with "For Office Use Only" printed above it, then having the other
>>> custom fields.
>>>
>>> I found /opt/rt3/share/html/Ticket/Elements/EditCustomFields and
>>> EditTransactionCustomFields but not sure how I would logically separate the
>>> CFs we want above the line and below the line.
>>>
>>> Does this make sense?
>>>
>>> Is there a better way to do this or any recommendations anyone can
>>> suggest to me?
>>>
>>> Thanks!
>>>
>>> --
>>> Max McGrath
>>> Asst. Network Admin/Systems Specialist
>>> Carthage College
>>> 262-552-5512
>>> mmcgrath at carthage.edu
>>>
>>
>>
>
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From jledford at biltmore.com  Wed Apr 13 19:27:47 2011
From: jledford at biltmore.com (Jason Ledford)
Date: Wed, 13 Apr 2011 19:27:47 -0400
Subject: [rt-users] RT under Windows
In-Reply-To: <500f12f5b55df03f53535ecfc9a2162d.squirrel@mail.seiner.com>
References: <cdf42498c8bb415ee15031e2490078d9.squirrel@mail.seiner.com>
	<4DA5F993.6090505@bestpractical.com>,
	<500f12f5b55df03f53535ecfc9a2162d.squirrel@mail.seiner.com>
Message-ID: <435CB3214F92FD4E8E5CEEB86A20440240F8ABD61C@MAILBOX.tbcnet.biltmore.com>

I currently have RT setup on linux in a mostly windows environment.  I authenticate against AD and use fetchmail to pull from exchange and postfix relays to exchange.  

________________________________________
From: rt-users-bounces at lists.bestpractical.com [rt-users-bounces at lists.bestpractical.com] On Behalf Of Yan Seiner [yan at seiner.com]
Sent: Wednesday, April 13, 2011 3:40 PM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] RT under Windows

On Wed, April 13, 2011 12:29 pm, Thomas Sibley wrote:
> On 04/13/2011 02:56 PM, Yan Seiner wrote:
>> I've talking to our IT folks about running RT for work order tracking.
>> They're not opposed to a linux box per se, but currently they're 100% MS
>> Windows.  At least one of their folks has linux experience.
>>
>> Can anyone offer any insight into integrating an RT installation into an
>> MS shop?
>
> Windows is not a supported platform for RT.
>
> If you're looking to do auth against AD, you can do that with mod_kerb
> and the $WebExternalAuth configuration, or by using the
> RT-Authen-ExternalAuth plugin for RT.

Sorry, I mis-titled that.  I'm asking for advice on integrating RT on a
linux platform into an otherwise 100% microsoft shop.  Authentication is
just one small part of it; email integration, and any other issues I can
relay to the IT folks would help.

--
If you have eight hours to chop down a tree
spend six sharpening your axe.
--Abraham Lincoln



From dustin.berube at gmail.com  Wed Apr 13 20:31:58 2011
From: dustin.berube at gmail.com (Dustin Berube)
Date: Wed, 13 Apr 2011 20:31:58 -0400
Subject: [rt-users] Asset Tracker 2.0 Rest API
In-Reply-To: <BANLkTikYkRSXwq2m6iNwFUJ3OLKA1B5EXw@mail.gmail.com>
References: <BANLkTikw=KymbXxN_wCahzGwyg7xRYCMWQ@mail.gmail.com>
	<BANLkTikYkRSXwq2m6iNwFUJ3OLKA1B5EXw@mail.gmail.com>
Message-ID: <BANLkTin-JjFNnRtrEhTs5BjdjrCCQgHedg@mail.gmail.com>

On Mon, Apr 11, 2011 at 11:33 AM, Todd Chapman <todd at chaka.net> wrote:

> Dustin,
>
> I'll have to review the REST interface. No updates were made to it in
> the 2.0 release. My guess would be that it is currently lacking.
>
> The best place to discuss Asset Tracker is on the at-users mailing
> list: http://groups.google.com/group/at-users
>
> -Todd
>
>
Todd - Thanks for the reply. I haven't had the time this week to pursue this
further, but when I do I will direct my finding / questions to the at-users
list.

Thanks,
Dustin
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From wolfram.huettermann at desy.de  Thu Apr 14 03:53:04 2011
From: wolfram.huettermann at desy.de (Wolfram Huettermann)
Date: Thu, 14 Apr 2011 09:53:04 +0200
Subject: [rt-users] convert Mason HTML into PDF
Message-ID: <4DA6A7E0.2010004@desy.de>

Hi RT-users,

I have a Mason HTML file like foo.html?id=777 (URL parameter id is 
necessary!) and want to convert it to a pdf-file by clicking on a 
Submit-Button. This button can have the name "Print". The code in the 
init-scope is supposed to look like that:

<%INIT>
#  Code  that unnecessary for the problem.
if ($ARGS{"Primt"})
{
       use PrintModule;
       # print this  file to bar.pdf
}

</%INIT>

Thanks in advance,


Wolfram


From fireskyer at gmx.de  Thu Apr 14 06:05:55 2011
From: fireskyer at gmx.de (john s.)
Date: Thu, 14 Apr 2011 03:05:55 -0700 (PDT)
Subject: [rt-users] RT-Authen-ExternalAuth-0.08 which packages i need for
In-Reply-To: <001301cbf9e4$5d35fcb0$17a1f610$@com>
References: <001301cbf9e4$5d35fcb0$17a1f610$@com>
Message-ID: <31395522.post@talk.nabble.com>


Hello Luis

First of all many thanks for you help 

I have set my ldap configuration in this way which you have described,
but there are still coming some error messages in relation to the apache2
log file:

cutout apache.log:
Couldn't load RT config file RT_SiteConfig.pm:\n\nsyntax error at
/opt/rt3/etc/RT_SiteConfig.pm line 146, near "'EmailAddress'"\nCompilation
failed in require at /opt/rt3/bin/../lib/RT/Config.pm line 562.\nCompilation
failed in require at (eval 2) line 1.\n


Similar errors comes if try to activate the following command lines:

'tls'    =>  0,
ssl_version'  =>  3,
'net_ldap_args' => [    version =>  3   ],
'group'  =>  'User',
'group'  =>  'GROUP_NAME',
'attr_match_list'           => [    'Name',
                                          #   'EmailAddress',   ],
# 'attr_map'                                                               
=>  {   'Name' => 'sAMAccountName',
                                                                                          
#'EmailAddress' => 'mail',
                                          # 'Organization' => #
'Organization' => 'physicalDeliveryOfficeName',
                                                                                          
# 'RealName' => 'cn',
                                                                                    
# 'ExternalAuthId' => 'sAMAccountName',
                                                                                          
# 'Gecos' => 'sAMAccountName',
                                                                                          
# 'WorkPhone' => 'telephoneNumber',
                                                                                          
# 'Address1' => 'streetAddress',
                                                                                          
# 'City' => 'l',
                                                                                          
# 'State' => 'st',
                                                                                          
# 'Zip' => 'postalCode',
                                                                                          
# 'Country' => 'co'
                                                                                       
}
                                                    }
	

);







So i had to comment out some  command lines   in order to determine whats
going wrong and the the apache server will runing fine  :

Her is my new config:


#########RT Authenth#############

Set($ExternalAuthPriority,  [ ' My_LDAP' ]);
Set($ExternalInfoPriority,  ['My_LDAP']);
Set($ExternalServiceUsesSSLorTLS,   0 );
Set($AutoCreateNonExternalUsers,    0);


Set($ExternalSettings, {'My_LDAP' => {   ## GENERIC SECTION
						# The type of service (db/ldap/cookie) 
                                          'type' => 'ldap',
                                                        # The server hosting
the service
                                                        'server' => 
'192.168.23.40',
                                                        ## SERVICE-SPECIFIC
SECTION
                                                        # If you can bind to
your LDAP server anonymously you should 
                                                        # remove the user
and pass config lines, otherwise specify them here:
                                                        # 
                                                        # The username RT
should use to connect to the LDAP server 
                                                        'user' => 'USER',
                                                        # The password RT
should use to connect to the LDAP server
                                                        'pass' => 
'password',
                                                        #
                                                        # The LDAP search
base
                                                        'base' =>  'ou=**** 
Unit,dc=s***,dc=local',
                                                        #
                                                        # ALL FILTERS MUST
BE VALID LDAP FILTERS ENCASED IN PARENTHESES!
                                                        # YOU **MUST**
SPECIFY A filter AND A d_filter!!
                                                        #
                                                        # The filter to use
to match RT-Users
                                                        'filter'  => 
'(ObjectClass=*)',
                                                        # A catch-all
example filter: '(objectClass=*)'
                                                        #
                                                        # The filter that
will only match disabled users
                                                        'd_filter' => 
'(userAccountControl=514)'
                                                        # A catch-none
example d_filter: '(objectClass=FooBarBaz)'
                                                        #
                                                        # Should we try to
use TLS to encrypt connections?
                                                        # 'tls'    =>  0,
                                                        # SSL Version to
provide to Net::SSLeay *if* using SSL
                                                       # 'ssl_version'  => 
3,
                                                        # What other args
should I pass to Net::LDAP->new($host, at args)?
                                                       # 'net_ldap_args' =>
[    version =>  3   ],
                                                        # Does
authentication depend on group membership? What group name?
                                                       # 'group'  => 
'GROUP_NAME',
                                                        # What is the
attribute for the group object that determines membership?
                                                       # 'group_attr' => 
'GROUP_NAME',
                                                        ## RT ATTRIBUTE
MATCHING SECTION
                                                        # The list of RT
attributes that uniquely identify a user
							# This example shows what you *can* specify.. I recommend reducing
this
                                                        # to just the Name
and EmailAddress to save encountering problems later.
                                                       # 'attr_match_list'          
=> [    'Name',
                                                                                        
#   'EmailAddress', 
                                                                                            
#                                                                                       
],
                                                        # The mapping of RT
attributes on to LDAP attributes
                                                       # 'attr_map'                 
=>  {   'Name' => 'sAMAccountName',
                                                                                          
#'EmailAddress' => 'mail',
                                                                                          
# 'Organization' => 'physicalDeliveryOfficeName',
                                                                                          
# 'RealName' => 'cn',
                                                                                          
# 'ExternalAuthId' => 'sAMAccountName',
                                                                                          
# 'Gecos' => 'sAMAccountName',
                                                                                          
# 'WorkPhone' => 'telephoneNumber',
                                                                                          
# 'Address1' => 'streetAddress',
                                                                                          
# 'City' => 'l',
                                                                                          
# 'State' => 'st',
                                                                                          
# 'Zip' => 'postalCode',
                                                                                          
# 'Country' => 'co'
                                                                                       
}
                                                    }
	

);


best regards john s. 


-- 
View this message in context: http://old.nabble.com/Re%3A-RT-Authen-ExternalAuth-0.08-which-packages-i-need-for-tp31388437p31395522.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.



From vaclav.ovsik at i.cz  Thu Apr 14 09:26:33 2011
From: vaclav.ovsik at i.cz (=?iso-8859-1?Q?V=E1clav_Ovs=EDk?=)
Date: Thu, 14 Apr 2011 15:26:33 +0200
Subject: [rt-users] RT 3.8.9 + PostgreSQL 8.4.7 - missing/bad indexes
Message-ID: <20110414132633.GA10833@bobek.localdomain>

Hi,
because of horrible performance of spreadsheet export of tickets I found
some badly created or missing indexes. I didn't investigate if other
RDBMS schemas has the same problem.
To discover problems I rewrote Results.tsv into command-line shape and
run it with DBI_TRACE=2 finally. 

For every row of Tickets the following additional problematic queries are
executed:

########################################################################

SELECT  * FROM Groups WHERE Instance = ? AND LOWER(Domain) = LOWER(?) AND LOWER(Type) = LOWER(?)

e.g. one my bind params: 106431 'RT::Ticket-Role' 'Requestor'

rt=# EXPLAIN ANALYZE SELECT * FROM Groups WHERE Instance = 106431 AND LOWER(Domain) = LOWER('RT::Ticket-Role') AND LOWER(Type) = LOWER('Requestor');
							     QUERY PLAN                                                              
-------------------------------------------------------------------------------------------------------------------------------------
 Seq Scan on groups  (cost=0.00..12925.34 rows=1 width=66) (actual time=64.672..64.904 rows=1 loops=1)
   Filter: ((instance = 106431) AND (lower((domain)::text) = 'rt::ticket-role'::text) AND (lower((type)::text) = 'requestor'::text))
 Total runtime: 64.936 ms
(3 rows)

Existing indexes:
CREATE UNIQUE INDEX Groups1 ON Groups (Domain,Instance,Type,id, Name);
CREATE INDEX Groups2 On Groups (Type, Instance, Domain);

Both indexes above are case sensitive. Either problematic query should be
case sensitive (without lower()) or a new index with lower() on fields should
be created:

CREATE INDEX Groups_zito1 ON Groups (lower(Type), Instance, lower(Domain));

rt=# EXPLAIN ANALYZE SELECT * FROM Groups WHERE Instance = 106431 AND LOWER(Domain) = LOWER('RT::Ticket-Role') AND LOWER(Type) = LOWER('Requestor');
                                                               QUERY PLAN                                                                
-----------------------------------------------------------------------------------------------------------------------------------------
 Index Scan using groups_zito1 on groups  (cost=0.01..8.38 rows=1 width=66) (actual time=0.084..0.084 rows=1 loops=1)
   Index Cond: ((lower((type)::text) = 'requestor'::text) AND (instance = 106431) AND (lower((domain)::text) = 'rt::ticket-role'::text))
 Total runtime: 0.108 ms
(3 rows)


########################################################################

SELECT main.* FROM ObjectCustomFieldValues main  WHERE (main.Disabled = '0') AND (main.ObjectType = 'RT::Ticket') AND (main.ObjectId = '106431')

rt=# EXPLAIN ANALYZE SELECT main.* FROM ObjectCustomFieldValues main  WHERE (main.Disabled = '0') AND (main.ObjectType = 'RT::Ticket') AND (main.ObjectId = '106431');
                                                           QUERY PLAN                                                           
--------------------------------------------------------------------------------------------------------------------------------
 Seq Scan on objectcustomfieldvalues main  (cost=0.00..12298.75 rows=3 width=457) (actual time=142.497..142.887 rows=3 loops=1)
   Filter: ((disabled = 0) AND ((objecttype)::text = 'RT::Ticket'::text) AND (objectid = 106431))
 Total runtime: 142.924 ms
(3 rows)

Existing indexes:
CREATE INDEX ObjectCustomFieldValues1 ON ObjectCustomFieldValues (CustomField,ObjectType,ObjectId,Content);
CREATE INDEX ObjectCustomFieldValues2 ON ObjectCustomFieldValues (CustomField,ObjectType,ObjectId);

The above query selects based on fields ObjectType and ObjectId,
unfortunately ObjectCustomFieldValues2 contains additional field
CustomField. To speedup the search index with good selectivity
with only field ObjectId can suffice.

CREATE INDEX ObjectCustomFieldValues_zito1 ON ObjectCustomFieldValues (ObjectId);

rt=# EXPLAIN ANALYZE SELECT main.* FROM ObjectCustomFieldValues main  WHERE (main.Disabled = '0') AND (main.ObjectType = 'RT::Ticket') AND (main.ObjectId = '106431');
                                                                          QUERY PLAN                                                                          
--------------------------------------------------------------------------------------------------------------------------------------------------------------
 Index Scan using objectcustomfieldvalues_zito1 on objectcustomfieldvalues main  (cost=0.00..8.58 rows=3 width=457) (actual time=0.059..0.063 rows=3 loops=1)
   Index Cond: (objectid = 106431)
   Filter: ((disabled = 0) AND ((objecttype)::text = 'RT::Ticket'::text))
 Total runtime: 0.090 ms
(4 rows)

or index with two corresponding fields:
CREATE INDEX ObjectCustomFieldValues_zito2 ON ObjectCustomFieldValues (ObjectType, ObjectId);
My planner uses always objectcustomfieldvalues_zito1, because I have
only one ObjectType value:

rt=# select distinct objecttype from objectcustomfieldvalues;
 objecttype 
------------
 RT::Ticket
(1 row)

########################################################################

And performance benefit?

Original state, without a new indexes:

zito at rt2:~/migration$ time ./rt-search2 /opt/RT >/dev/null 2>&1

real    3m12.235s
user    0m11.713s
sys     0m0.576s

After creation of the indexes:
CREATE INDEX Groups_zito1 ON Groups (lower(Type), Instance, lower(Domain));
CREATE INDEX ObjectCustomFieldValues_zito1 ON ObjectCustomFieldValues (ObjectId);

zito at rt2:~/migration$ time ./rt-search2 /opt/RT >/dev/null 2>&1

real    0m14.171s
user    0m9.545s
sys     0m0.456s

That is speed up by a factor of circa 14 in my case.

A testing script rt-search2 attached (rewrite of Results.tsv). A TSQL
query at the start of the script should be changed to something
appropriate of course.

Can be new indexes added into schema.Pg dist file?
Thanks
Best Regards
-- 
Zito
-------------- next part --------------
#!/usr/bin/perl
use warnings;
no warnings 'once';
use strict;
use Data::Dumper;


my $Query = <<'EOF';
Status = 'resolved' AND LastUpdated > '1.1.2009' AND (  Owner != 'mvas' OR Owner != 'behounek' ) AND Created > '1.1.2006' AND Queue = 'support RZP' AND Content LIKE 'uir'
EOF
my $OrderBy = 'id';
my $Order = 'ASC';


MAIN: {
    $| = 1;
    my $prefix = $ARGV[0];
    unshift @INC, ("$prefix/local/lib",  "$prefix/lib");

    require RT;
    RT::LoadConfig();
    RT::Init();

    require RT::Tickets;

    my $Tickets = RT::Tickets->new( $RT::SystemUser );
    $Tickets->FromSQL( $Query );
    if ( $OrderBy =~ /\|/ ) {
	# Multiple Sorts
	my @OrderBy = split /\|/, $OrderBy;
	my @Order   = split /\|/, $Order;
	$Tickets->OrderByCols(
	    map { { FIELD => $OrderBy[$_], ORDER => $Order[$_] } }
	    ( 0 .. $#OrderBy )
	);
    }
    else {
	$Tickets->OrderBy( FIELD => $OrderBy, ORDER => $Order );
    }

    my %cf_id_to_name;
    my %cf_name_to_pos;
    {
	my $cfs = RT::SQL::PossibleCustomFields(
	    Query => $Query, CurrentUser => $RT::SystemUser,
	);
	while ( my $cf = $cfs->Next ) {
	    my $name = $cf->Name;
	    $cf_id_to_name{ $cf->id } = $name;
	    next if $cf_name_to_pos{ $name };

	    $cf_name_to_pos{ $name } = 
		(sort { $b <=> $a } values %cf_name_to_pos)[0] + 1;
	}
    }

    my @attrs = qw(
	id QueueObj->Name Subject Status
	TimeEstimated TimeWorked TimeLeft
	Priority FinalPriority
	OwnerObj->Name 
	Requestors->MemberEmailAddressesAsString
	Cc->MemberEmailAddressesAsString
	AdminCc->MemberEmailAddressesAsString
	DueObj->ISO ToldObj->ISO CreatedObj->ISO
	ResolvedObj->ISO LastUpdatedObj->ISO LastUpdatedByObj->Name
    );

    {
	my @header;
	foreach my $attr (@attrs) {
	    my $label = $attr;
	    $label =~ s'Obj-.(?:AsString|Name|ISO)''g;
	    $label =~ s'-\>MemberEmailAddressesAsString''g;
	    push @header, $label;
	}

	$_ += @header - 1 foreach values %cf_name_to_pos;

	foreach my $name ( sort { $cf_name_to_pos{$a} <=> $cf_name_to_pos{$b} } keys %cf_name_to_pos ) {
	    push @header, "CF-". $name;
	}
	print join("\t", @header);
	print "\n";
    }

    my $i = 0;
    while ( my $Ticket = $Tickets->Next()) {
	my @row;
	foreach my $attr (@attrs) {
	    my $value;
	    if ($attr =~ /(.*)->ISO$/ and $Ticket->$1->Unix <= 0) {
		$value = '';
	    } else {
		my $method = '$Ticket->'.$attr.'()';
		$method =~ s/->ISO\(\)$/->ISO( Timezone => 'user' )/;
		$value = eval $method;
		if ($@) {die "Failed to find $attr - ". $@}; 
	    }
	    push @row, $value;
	}

	my $values = $Ticket->CustomFieldValues;
	$values->OrderByCols; # don't sort them
	while (my $value = $values->Next) {
	    my $pos = $cf_name_to_pos{ $cf_id_to_name{ $value->CustomField } };
	    next unless $pos;

	    $row[$pos] = '' unless defined $row[$pos];
	    $row[$pos] .= ', ' if $row[$pos];
	    $row[$pos] .= $value->Content;
	}

	# remove tabs from all field values, they screw up the tsv
	for (@row) {
	    $_ = '' unless defined;
	    $_ =~ s/(?:\n|\r)//g;
	    $_ =~ s{\t}{    }g;
	}

	print join("\t", at row);
	print "\n";
    }
};

From robert.grasso+nv at cedrat.com  Thu Apr 14 09:40:15 2011
From: robert.grasso+nv at cedrat.com (Robert Grasso)
Date: Thu, 14 Apr 2011 15:40:15 +0200
Subject: [rt-users] RT under Windows
In-Reply-To: <500f12f5b55df03f53535ecfc9a2162d.squirrel@mail.seiner.com>
References: <cdf42498c8bb415ee15031e2490078d9.squirrel@mail.seiner.com><4DA5F993.6090505@bestpractical.com>
	<500f12f5b55df03f53535ecfc9a2162d.squirrel@mail.seiner.com>
Message-ID: <!&!AAAAAAAAAAAYAAAAAAAAADrjjEUbItYRuZsAgMh6ZTLCgAAAEAAAAAEEGRIkOR5IjIKZdl0JNLoBAAAAAA==@cedrat.com>

Our mail server is Postfix on Linux CentOS, so I cannot comment here - besides, almost all our users desktops are under Windows - I
have RT authentications performed with AD through RT-Authen-ExternalAuth (RT extension), this is the main adaptation to the Windows
side I can advertise. Until you install the whole RT software (along with the database) onto a single server, it is a pretty
independent software (remote access through a normal Web browser, no specific client)

You may be concerned by the database backup. As we are a small company, I just have a full+incremental OS image performed each night
by Acronis backup (which briefly stops MySql before the backup), with a short history, dumped onto an external hard disk. So the
database backup is a part of the whole OS backup - I agree, this is not a wonderful solution, but well ...

The Acronis choice has been made as part of our disaster recovery plan : I am the only Linux sysadmin here; in case of emergency, my
Windows sysadmin must be able to restore our RT server; and the Acronis software has a pretty windowish GUI - this is not a free ad
! I would have preferred Mondoarchive !!! but Mondoarchive is poorly compliant with my Windows sysadmin (no pretty and
Windows-as-usual GUI), especially if we consider possible stressfull emergency situations, when one must work quickly and without
errors ...

---
Robert GRASSO ? System engineer

CEDRAT S.A.
15 Chemin de Malacher - Inovall?e - 38246 MEYLAN cedex - FRANCE 
Phone: +33 (0)4 76 90 50 45 - Fax: +33 (0)4 56 38 08 30
mailto:robert.grasso at cedrat.com - http://www.cedrat.com  

> -----Message d'origine-----
> De : rt-users-bounces at lists.bestpractical.com 
> [mailto:rt-users-bounces at lists.bestpractical.com] De la part 
> de Yan Seiner
> Envoy? : 13 avril 2011 21:41
> ? : rt-users at lists.bestpractical.com
> Objet : Re: [rt-users] RT under Windows
> 
> 
> On Wed, April 13, 2011 12:29 pm, Thomas Sibley wrote:
> > On 04/13/2011 02:56 PM, Yan Seiner wrote:
> >> I've talking to our IT folks about running RT for work 
> order tracking.
> >> They're not opposed to a linux box per se, but currently 
> they're 100% MS
> >> Windows.  At least one of their folks has linux experience.
> >>
> >> Can anyone offer any insight into integrating an RT 
> installation into an
> >> MS shop?
> >
> > Windows is not a supported platform for RT.
> >
> > If you're looking to do auth against AD, you can do that 
> with mod_kerb
> > and the $WebExternalAuth configuration, or by using the
> > RT-Authen-ExternalAuth plugin for RT.
> 
> Sorry, I mis-titled that.  I'm asking for advice on 
> integrating RT on a
> linux platform into an otherwise 100% microsoft shop.  
> Authentication is
> just one small part of it; email integration, and any other 
> issues I can
> relay to the IT folks would help.
> 
> -- 
> If you have eight hours to chop down a tree
> spend six sharpening your axe.
> --Abraham Lincoln
> 



From houcem.hachicha at gmail.com  Thu Apr 14 09:49:44 2011
From: houcem.hachicha at gmail.com (Houcem HACHICHA)
Date: Thu, 14 Apr 2011 14:49:44 +0100
Subject: [rt-users] Changing ticket owner
Message-ID: <BANLkTi=gKPMHxEy_C1zyvmuvQW8cxGWbHw@mail.gmail.com>

Hi. I read from RT's wiki that some rights are needed for an RT user to
change the owner of a ticket (ownTicket, modifyTicket, etc). However, unless
I grant the SuperUser right, RT doesn't let my users change a ticket's
owner.
I have tried to grant all rights but SuperUser to a user and still nothing.

Any idea how to solve this?
Thanks in advance

-- 
*Regads,
Houcem*
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From alexmv at bestpractical.com  Thu Apr 14 09:59:18 2011
From: alexmv at bestpractical.com (Alex Vandiver)
Date: Thu, 14 Apr 2011 09:59:18 -0400
Subject: [rt-users] [Rt-announce] Security vulnerabilities in RT
Message-ID: <1302789558.9664.18.camel@kohr-ah>

In the process of preparing the release of RT 4.0.0, we performed an
extensive security audit of RT's source code.  During this audit,
several vulnerabilities were found which affect earlier releases of RT.
We are releasing versions 3.6.11, 3.8.10, and 4.0.0rc8 to resolve these
vulnerabilities, as well as patches which apply atop 3.6.10 and all
versions of RT 3.8.

RT versions 3.8.0 and above with the "external custom field" feature
enabled and configured are vulnerable to a remote code execution
vulnerability.  An authenticated user (either privileged or
unprivileged) can use this vulnerability to execute arbitrary code with
the permissions of the webserver; they may also be tricked into doing so
via cross-site request forgery (CSRF).  The external custom field option
is disabled by default; if you have not explicitly enabled
"CustomFieldValuesSources" in your RT configuration, your RT instance is
not vulnerable.  We have been assigned CVE-2011-1685 for this
vulnerability.

RT versions 2.0.0 and above are vulnerable to multiple SQL injection
attacks.  We do not believe these attacks to be capable of directly
inserting, altering or removing data from the database, but an
authenticated user (either privileged or unprivileged) could use them to
retrieve unauthorized ticket data.  Deployments since 3.6.0 are
additionally vulnerable to a more complex attack, which can be used by a
privileged user to retrieve arbitrary data from the database.  We have
been assigned CVE-2011-1686 for this vulnerability.

RT versions 3.0.0 and higher are vulnerable to an information leak
wherein an authenticated privileged user could gain sensitive
information, such as encrypted passwords, via the search interface.  We
have been assigned CVE-2011-1687 for this vulnerability.  This
vulnerability is particularly notable given RT's previous vulnerability
with insecure hashing (CVE-2011-0009).

RT versions 3.6.0 through 3.8.7, as well as 3.8.8 to a more limited
degree, are vulnerable to a malicious attacker tricking the user into
sending their authentication credentials to a third-party server.  We
have been assigned CVE-2011-1690 for this vulnerability.

RT versions 3.2.0 and above are vulnerable to a directory traversal
attack where an unauthenticated attacker can read any file which is
readable by the webserver.  While some servers (Apache, nginx) have
safeguards which mitigate this attack, preventing such traversals from
accessing files outside of RT's document root, many others (including
the standalone server provided with RT, plackup, starman, twiggy, and
lighttpd) are vulnerable to this exploit.  We have been assigned
CVE-2011-1688 for this vulnerability.

RT versions 2.0.0 and above are vulnerable to javascript
cross-site-scripting vulnerabilities, which allow an attacker to run
javascript with the user's credentials.  We have been assigned
CVE-2011-1689 for this vulnerability.


In addition to releasing RT versions 3.6.11, 3.8.10, and 4.0.0rc8, we
have collected patches for 3.6.10 and all releases of 3.8 into a
distribution available for download at this link:

http://download.bestpractical.com/pub/rt/release/security-2011-04-14.tar.gz
http://download.bestpractical.com/pub/rt/release/security-2011-04-14.tar.gz.sig

7d09b1315785a90d915bdbc86da1a0c9bd017a03  security-2011-04-14.tar.gz
7898a45b15474641a0f9c381d0f6f58fb34afcc3  security-2011-04-14.tar.gz.sig

The README in the tarball contains instructions for applying the
patches.

If you need help resolving this issue locally, we will provide
discounted pricing for single-incident support.  Please contact us at
sales at bestpractical.com for more information.

 - Alex

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RT-Announce mailing list
RT-Announce at lists.bestpractical.com
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-announce

From falcone at bestpractical.com  Thu Apr 14 10:00:54 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 14 Apr 2011 10:00:54 -0400
Subject: [rt-users] [Rt-announce] RT 3.8.10 Released - Security Release
Message-ID: <20110414140054.GA9356@jibsheet.com>

This release of RT contains important bugfixes.  You can download it from:

http://download.bestpractical.com/pub/rt/release/rt-3.8.10.tar.gz
http://download.bestpractical.com/pub/rt/release/rt-3.8.10.tar.gz.sig

SHA1 sums

98678a4ce4dbdfb13ceeeb88236d49bd0f5562c7  rt-3.8.10.tar.gz
8e228df450d0cdc255e3db725b5bdf302771c75d  rt-3.8.10.tar.gz.sig

This release, in addition to being a bugfix release, also resolves a
number of security vulnerabilities.  It resolves CVE-2011-1685,
CVE-2011-1686, CVE-2011-1687, CVE-2011-1688, CVE-2011-1689, and
CVE-2011-1690.

* Cleanups identified by perlcritic.
* Clear the system attribute cache to avoid 'sticky' attributes like
  the queue subject tag.
* Fix our signature escaping so we better match FCKEditor and don't
  misidentify signatures during processing.
* Add the ability to create BasedOn Custom Fields from intiialdata
* Provide a callback to affect the display format in admin pages
* Fix id prefixing on Custom Fields to be RTIR compatible
* Fix #16656 - Requestors with OwnTicket could show up in the owner list
  in other Queues.
* Don't attach the original multipart mail to notifications that already
  contain one part of it.
* Work around CGI.pm 3.51 and 3.52 which add ; charse=ISO-8859-1 to our
  utf-8 encoded javascript.
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RT-Announce at lists.bestpractical.com
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-announce

From falcone at bestpractical.com  Thu Apr 14 10:01:35 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 14 Apr 2011 10:01:35 -0400
Subject: [rt-users] [Rt-announce] RT 3.6.11 Released - Security Release
Message-ID: <20110414140135.GA51002@jibsheet.com>

This is a security release of RT.  It resolves CVE-2011-1686,
CVE-2011-1687, CVE-2011-1688, CVE-2011-1689, and CVE-2011-1690.

You can download it here:

http://download.bestpractical.com/pub/rt/release/rt-3.6.11.tar.gz
http://download.bestpractical.com/pub/rt/release/rt-3.6.11.tar.gz.sig

SHA1 sums

5cd0143cae8f1400e8c82370f2626f9989b02673  rt-3.6.11.tar.gz
126daf79864c1a48ee743b43ff70c5cb4dda5141  rt-3.6.11.tar.gz.sig

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http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-announce

From houcem.hachicha at gmail.com  Thu Apr 14 10:07:38 2011
From: houcem.hachicha at gmail.com (Houcem HACHICHA)
Date: Thu, 14 Apr 2011 15:07:38 +0100
Subject: [rt-users] Changing ticket owner
In-Reply-To: <BANLkTi=gKPMHxEy_C1zyvmuvQW8cxGWbHw@mail.gmail.com>
References: <BANLkTi=gKPMHxEy_C1zyvmuvQW8cxGWbHw@mail.gmail.com>
Message-ID: <BANLkTi=c7Wj6z8B0XLcodB-oSzSY=DuHAQ@mail.gmail.com>

On Thu, Apr 14, 2011 at 2:49 PM, Houcem HACHICHA
<houcem.hachicha at gmail.com>wrote:

> Hi. I read from RT's wiki that some rights are needed for an RT user to
> change the owner of a ticket (ownTicket, modifyTicket, etc). However, unless
> I grant the SuperUser right, RT doesn't let my users change a ticket's
> owner.
> I have tried to grant all rights but SuperUser to a user and still nothing.
>

I want this non-superUser to be able to change ticket ownership to a
superUser. Is that possible with RT?

>
> Any idea how to solve this?
> Thanks in advance
>
> --
> *Regads,
> Houcem*
>
>
>
>
>


-- 
*Regads,
Houcem*
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From alexmv at bestpractical.com  Thu Apr 14 10:47:37 2011
From: alexmv at bestpractical.com (Alex Vandiver)
Date: Thu, 14 Apr 2011 10:47:37 -0400
Subject: [rt-users] [Rt-announce] Security vulnerabilities in RT
In-Reply-To: <4B49064F-EB98-4C85-AF5F-0637C14F1168@email.chop.edu>
References: <1302789558.9664.18.camel@kohr-ah>
	<4B49064F-EB98-4C85-AF5F-0637C14F1168@email.chop.edu>
Message-ID: <1302792457.9664.21.camel@kohr-ah>

On Thu, 2011-04-14 at 10:18 -0400, Murphy, Kevin wrote:
> Just to clarify: after applying the patch to 3.8.9, do I have 3.8.10?
> The page footer and system configuration page still say 3.8.9 and
> don't mention the patch.

No.  The security patchsets are a minimal set of security patches which
do not include the other bugfixes in 3.8.10.
 - Alex



From falcone at bestpractical.com  Thu Apr 14 12:10:59 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 14 Apr 2011 12:10:59 -0400
Subject: [rt-users] Changing ticket owner
In-Reply-To: <BANLkTi=gKPMHxEy_C1zyvmuvQW8cxGWbHw@mail.gmail.com>
References: <BANLkTi=gKPMHxEy_C1zyvmuvQW8cxGWbHw@mail.gmail.com>
Message-ID: <20110414161059.GA58388@jibsheet.com>

On Thu, Apr 14, 2011 at 02:49:44PM +0100, Houcem HACHICHA wrote:
>    Hi. I read from RT's wiki that some rights are needed for an RT user to change the owner of a
>    ticket (ownTicket, modifyTicket, etc). However, unless I grant the SuperUser right, RT doesn't
>    let my users change a ticket's owner.
>    I have tried to grant all rights but SuperUser to a user and still nothing.
>    Any idea how to solve this?

You can Take or Steal a ticket and then reassign it
You may need to grant those rights also.
SuperUser is not required to change an owner.

If this does not work, you need to explain what "doesn't let" and
"still nothing" mean.

-kevin
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From houcem.hachicha at gmail.com  Thu Apr 14 12:18:34 2011
From: houcem.hachicha at gmail.com (Houcem HACHICHA)
Date: Thu, 14 Apr 2011 17:18:34 +0100
Subject: [rt-users] Changing ticket owner
In-Reply-To: <20110414161059.GA58388@jibsheet.com>
References: <BANLkTi=gKPMHxEy_C1zyvmuvQW8cxGWbHw@mail.gmail.com>
	<20110414161059.GA58388@jibsheet.com>
Message-ID: <BANLkTimBSU+JH+Wb=hihw2ho8BD1poU-gw@mail.gmail.com>

On Thu, Apr 14, 2011 at 5:10 PM, Kevin Falcone <falcone at bestpractical.com>wrote:

> On Thu, Apr 14, 2011 at 02:49:44PM +0100, Houcem HACHICHA wrote:
> >    Hi. I read from RT's wiki that some rights are needed for an RT user
> to change the owner of a
> >    ticket (ownTicket, modifyTicket, etc). However, unless I grant the
> SuperUser right, RT doesn't
> >    let my users change a ticket's owner.
> >    I have tried to grant all rights but SuperUser to a user and still
> nothing.
> >    Any idea how to solve this?
>
> You can Take or Steal a ticket and then reassign it
> You may need to grant those rights also.
> SuperUser is not required to change an owner.
>
> If this does not work, you need to explain what "doesn't let" and
> "still nothing" mean.
>
>
Thanks Kevin, I granted some "additional permissions" to my SuperUser and
"it worked" :)



> -kevin


-- 
*Regads,
Houcem*
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From lavendano at acmgrp.com  Thu Apr 14 13:10:19 2011
From: lavendano at acmgrp.com (=?utf-8?B?IEx1aXMgQXZlbmRhw7Fv?=)
Date: Thu, 14 Apr 2011 13:10:19 -0400
Subject: [rt-users] RT-Authen-ExternalAuth-0.08 which packages i need for
Message-ID: <2685.1302801019@acmgrp.com>

 

 Hi John, 

apparently your problem is this: 

'attr_match_list' => [ 'Name',
 # 'EmailAddress', ],
 # 'attr_map' 
 => { 'Name' => 'sAMAccountName',
 ... 

You have to ensure formatting correctly the list. For example:?
'attr_match_list' => [ 'Name' ]... you are doing this: 'attr_match_list' =>
[ 'Name', 

In addition, check also attr_map. For example: 

???????????????????????????????????????????????????????
'attr_map'????????????????? =>? {?? 'Name' =>
'sAMAccountName', 

???????????????????????????????????????????????????????????????????????????????????????????
'EmailAddress' => 'mail', 

???????????????????????????????????????????????????????????????????????????????????????????
'RealName' => 'cn', 

?????????????????????
??????????????????????????????????????????????????????????????????????'WorkPhone'
=> 'telephoneNumber' 

???????????????????????????????????????????????????????????????????????????????????????
} 

The error you are getting is that the SiteConfig is not correctly formed. 

Hope this helps, 

Best,
 ____________________________________________________________________________________


 Luis Avenda?o 
 Grupo Latinoamericano ACM 
 Av. Venezuela Torre America, 
 Piso 1 Ofic 116, Bello Monte. 
 Caracas, Venezuela 
 Phone: (+58) 212-763.4104 
 Fax: (+58) 212-763.1847 
 http://www.acmgrp.com 

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ACM ************************************************** 

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From vidal.martinez.leonardo at gmail.com  Thu Apr 14 14:11:18 2011
From: vidal.martinez.leonardo at gmail.com (Leonardo Vidal)
Date: Thu, 14 Apr 2011 15:11:18 -0300
Subject: [rt-users] User read only
Message-ID: <BANLkTi=BbMCtavyxSNeLKgfjRHtrGjNZqQ@mail.gmail.com>

Hi everyone!

I'm using version 3.4.2.
I need to define a user who has permission to see some queues but not
to create/modify/comment on tickets from them.
Any help?

Thanks in advance!

Leonardo.


From ddm at bartol.udel.edu  Thu Apr 14 15:39:54 2011
From: ddm at bartol.udel.edu (Daniel De Marco)
Date: Thu, 14 Apr 2011 15:39:54 -0400
Subject: [rt-users] 3.8.10 problems with
	RT-Extension-SpawnLinkedTicketInQueue
Message-ID: <20110414193954.GA5678@yakko.bartol.udel.edu>

Hi,

I just updated to 3.8.10 and RT-Extension-SpawnLinkedTicketInQueue
stopped working. When I click on the Create button I get a 403
Forbidden page: "You don't have permission to access
/Elements/SpawnLinkedTicket on this server".

Is there anything obvious I missed during the upgrade?
I checked the permissions on the disk and they are fine, but I don't
that's the real reason...

Thanks, Daniel.



From falcone at bestpractical.com  Thu Apr 14 15:53:48 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 14 Apr 2011 15:53:48 -0400
Subject: [rt-users] 3.8.10 problems with
 RT-Extension-SpawnLinkedTicketInQueue
In-Reply-To: <20110414193954.GA5678@yakko.bartol.udel.edu>
References: <20110414193954.GA5678@yakko.bartol.udel.edu>
Message-ID: <20110414195348.GB58388@jibsheet.com>

On Thu, Apr 14, 2011 at 03:39:54PM -0400, Daniel De Marco wrote:
> I just updated to 3.8.10 and RT-Extension-SpawnLinkedTicketInQueue
> stopped working. When I click on the Create button I get a 403
> Forbidden page: "You don't have permission to access
> /Elements/SpawnLinkedTicket on this server".
> 
> Is there anything obvious I missed during the upgrade?
> I checked the permissions on the disk and they are fine, but I don't
> that's the real reason...

As a security measure, RT now blocks access to code in /Elements
That extension will need an update

Can you file a bug for it on rt.cpan.org?  You should be able to
forward your email to bug-rt-extension-spawnlinkedticketinqueue at 
rt.cpan.org if I'm remembering the syntax correctly.

-kevin
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From Albert.Shih at obspm.fr  Thu Apr 14 16:33:28 2011
From: Albert.Shih at obspm.fr (Albert Shih)
Date: Thu, 14 Apr 2011 22:33:28 +0200
Subject: [rt-users] Ticket in default view
Message-ID: <20110414203328.GK3789@obspm.fr>

Hi all

How can I define for every user the "Rows per box" of the "RT at a glance".
The default is 10. I would like to put something like infinite or 1000.

Regards.

JAS
-- 
Albert SHIH
DIO batiment 15
Observatoire de Paris Meudon
5 Place Jules Janssen
92195 Meudon Cedex
T?l?phone : 01 45 07 76 26/06 86 69 95 71
Heure local/Local time:
jeu 14 avr 2011 22:25:05 CEST


From Albert.Shih at obspm.fr  Thu Apr 14 16:56:40 2011
From: Albert.Shih at obspm.fr (Albert Shih)
Date: Thu, 14 Apr 2011 22:56:40 +0200
Subject: [rt-users] Ticket in default view
In-Reply-To: <20110414203328.GK3789@obspm.fr>
References: <20110414203328.GK3789@obspm.fr>
Message-ID: <20110414205640.GA3984@obspm.fr>

 Le 14/04/2011 ? 22:33:28+0200, Albert Shih a ?crit
> Hi all
> 
> How can I define for every user the "Rows per box" of the "RT at a glance".
> The default is 10. I would like to put something like infinite or 1000.

I find: 

	Set($DefaultSummaryRows, 500);

in RT_SiteConfig

Thanks to myself ;-)

Sorry for the disturbance

Regards.

-- 
Albert SHIH
DIO batiment 15
Observatoire de Paris Meudon
5 Place Jules Janssen
92195 Meudon Cedex
T?l?phone : 01 45 07 76 26/06 86 69 95 71
Heure local/Local time:
jeu 14 avr 2011 22:55:45 CEST


From ddm at bartol.udel.edu  Thu Apr 14 17:41:57 2011
From: ddm at bartol.udel.edu (Daniel De Marco)
Date: Thu, 14 Apr 2011 17:41:57 -0400
Subject: [rt-users] 3.8.10 problems
	with	RT-Extension-SpawnLinkedTicketInQueue
In-Reply-To: <20110414195348.GB58388@jibsheet.com>
References: <20110414193954.GA5678@yakko.bartol.udel.edu>
	<20110414195348.GB58388@jibsheet.com>
Message-ID: <20110414214157.GA28420@yakko.bartol.udel.edu>

Thank you for the prompt reply. I'll file the bug at rt.cpan.org .

Daniel.

* Kevin Falcone <falcone at bestpractical.com> [04/14/2011 15:53]:
> On Thu, Apr 14, 2011 at 03:39:54PM -0400, Daniel De Marco wrote:
> > I just updated to 3.8.10 and RT-Extension-SpawnLinkedTicketInQueue
> > stopped working. When I click on the Create button I get a 403
> > Forbidden page: "You don't have permission to access
> > /Elements/SpawnLinkedTicket on this server".
> > 
> > Is there anything obvious I missed during the upgrade?
> > I checked the permissions on the disk and they are fine, but I don't
> > that's the real reason...
> 
> As a security measure, RT now blocks access to code in /Elements
> That extension will need an update
> 
> Can you file a bug for it on rt.cpan.org?  You should be able to
> forward your email to bug-rt-extension-spawnlinkedticketinqueue at 
> rt.cpan.org if I'm remembering the syntax correctly.
> 
> -kevin




From rsullivan at peerlessnetwork.com  Thu Apr 14 17:57:00 2011
From: rsullivan at peerlessnetwork.com (Sullivan, Rob)
Date: Thu, 14 Apr 2011 17:57:00 -0400
Subject: [rt-users] issues w/ outbound email to specific addresses
Message-ID: <0F6368FDCEAC4F4899E0067FA95E3FA90BF5D46B@mse5be2.mse5.exchange.ms>

RT3.8.9.

We use a 3rd party to handle phone queues and do monitoring of SNMP
analysis during off hours.  When this party needs to open a ticket in
one of several different queues their monitoring software (homebrewed)
sends an email to one of several sendmail aliases which use mailgate to
create tickets.  As the emails all come from the same system they have
the same return address, noc_staff at vendornoc.com (example).  The tickets
are created perfectly fine in all queues.  However RT sends outbound
email for new tickets to the reply address only in the General queue, in
other queues no outbound messages are generated.  If I test from various
other (non-vendor) email addresses this works fine in all queues, all
correspondence is sent as expected- this is only an issue for the
messages generated by the vendor's ticketing system.  Any idea what I'm
overlooking here?
Thanks,

Rob Sullivan
Systems Engineer, Peerless Network Inc
rsullivan at peerlessnetwork.com
312-506-0948




From tom.robinson at motec.com.au  Thu Apr 14 20:28:04 2011
From: tom.robinson at motec.com.au (Tom Robinson)
Date: Fri, 15 Apr 2011 10:28:04 +1000
Subject: [rt-users] JSGantt has wrong date format for my timezone
Message-ID: <4DA79114.2040802@motec.com.au>

RT 3.3.8
bestpractical-rt-extension-jsgantt-d1cacc1

Hi,

I installed JSGantt a while ago but don't really use it because the date
format is around the wrong way (in Australia we use DD/MM/CCYY not
MM/DD/CCYY).

Maybe I missed something during install?

Anyway, I recently took another look at the setup and decided to change
the java script jsgannt.js so that vDateInputFormat is "dd/mm/yyyy" (see
diff below) but I still can't make any sense of the dates being
displayed. What is the correct way to set the date format for JSGantt?

*** jsgantt.js  2010/11/24 01:59:26     1.1
--- jsgantt.js  2011/04/04 06:26:11
***************
*** 567,571 ****
  * @default "mm/dd/yyyy"
  * @private
! */var vDateInputFormat = "mm/dd/yyyy";
  /**
  * Date display format
--- 567,571 ----
  * @default "mm/dd/yyyy"
  * @private
! */var vDateInputFormat = "dd/mm/yyyy";
  /**
  * Date display format
***************
*** 574,578 ****
  * @default "mm/dd/yy"
  * @private
! */var vDateDisplayFormat = "mm/dd/yy";
 
          var vNumUnits  = 0;
--- 574,578 ----
  * @default "mm/dd/yy"
  * @private
! */var vDateDisplayFormat = "dd/mm/yy";
 
          var vNumUnits  = 0;



-- 

Tom Robinson
System Administrator

MoTeC

121 Merrindale Drive
Croydon South
3136 Victoria
Australia

T: +61 3 9761 5050
F: +61 3 9761 5051   
E: tom.robinson at motec.com.au

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From jesse at bestpractical.com  Thu Apr 14 22:09:58 2011
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 15 Apr 2011 12:09:58 +1000
Subject: [rt-users] RT 3.8.9 + PostgreSQL 8.4.7 - missing/bad indexes
In-Reply-To: <20110414132633.GA10833@bobek.localdomain>
References: <20110414132633.GA10833@bobek.localdomain>
Message-ID: <20110415020958.GD361@puppy>




On Thu 14.Apr'11 at 15:26:33 +0200, V?clav Ovs?k wrote:
> Hi,
> because of horrible performance of spreadsheet export of tickets I found
> some badly created or missing indexes. I didn't investigate if other
> RDBMS schemas has the same problem.
> To discover problems I rewrote Results.tsv into command-line shape and
> run it with DBI_TRACE=2 finally. 
> 
> For every row of Tickets the following additional problematic queries are
> executed:
> 
> ########################################################################
> 
> SELECT  * FROM Groups WHERE Instance = ? AND LOWER(Domain) = LOWER(?) AND LOWER(Type) = LOWER(?)
> 
> e.g. one my bind params: 106431 'RT::Ticket-Role' 'Requestor'
> 
> rt=# EXPLAIN ANALYZE SELECT * FROM Groups WHERE Instance = 106431 AND LOWER(Domain) = LOWER('RT::Ticket-Role') AND LOWER(Type) = LOWER('Requestor');
> 							     QUERY PLAN                                                              

I'd actually consider this a code bug. We shouldn't be LOWER()ing either 
of those parameters.  Please open a ticket by mailing
rt-bugs at bestpractical.com

Thanks!


From tom.robinson at motec.com.au  Fri Apr 15 01:04:44 2011
From: tom.robinson at motec.com.au (Tom Robinson)
Date: Fri, 15 Apr 2011 15:04:44 +1000
Subject: [rt-users] JSGantt has wrong date format for my timezone
In-Reply-To: <BANLkTi=XnW1_E7574TCoWyNPZAju3cnOew@mail.gmail.com>
References: <4DA79114.2040802@motec.com.au>
	<BANLkTi=XnW1_E7574TCoWyNPZAju3cnOew@mail.gmail.com>
Message-ID: <4DA7D1EC.80105@motec.com.au>

I'm really not sure what happened here. I sent a message to the rt-users
list; that got forwarded to an 'appropriate queue on rt.cpan.org'. I
tried searching there but don't find anything. Sorry, but I don't know
what is going on...

On 15/04/11 11:20, Ruslan Zakirov wrote:
> Sent to appropriate queue on rt.cpan.org <http://rt.cpan.org>.
>
> ---------- Forwarded message ----------
> From: *Tom Robinson* <tom.robinson at motec.com.au
> <mailto:tom.robinson at motec.com.au>>
> Date: Fri, Apr 15, 2011 at 4:28 AM
> Subject: [rt-users] JSGantt has wrong date format for my timezone
> To: rt-users at lists.bestpractical.com
> <mailto:rt-users at lists.bestpractical.com>
>
>
> RT 3.3.8
> bestpractical-rt-extension-jsgantt-d1cacc1
>
> Hi,
>
> I installed JSGantt a while ago but don't really use it because the
> date format is around the wrong way (in Australia we use DD/MM/CCYY
> not MM/DD/CCYY).
>
> Maybe I missed something during install?
>
> Anyway, I recently took another look at the setup and decided to
> change the java script jsgannt.js so that vDateInputFormat is
> "dd/mm/yyyy" (see diff below) but I still can't make any sense of the
> dates being displayed. What is the correct way to set the date format
> for JSGantt?
>
> *** jsgantt.js  2010/11/24 01:59:26     1.1
> --- jsgantt.js  2011/04/04 06:26:11
> ***************
> *** 567,571 ****
>   * @default "mm/dd/yyyy"
>   * @private
> ! */var vDateInputFormat = "mm/dd/yyyy";
>   /**
>   * Date display format
> --- 567,571 ----
>   * @default "mm/dd/yyyy"
>   * @private
> ! */var vDateInputFormat = "dd/mm/yyyy";
>   /**
>   * Date display format
> ***************
> *** 574,578 ****
>   * @default "mm/dd/yy"
>   * @private
> ! */var vDateDisplayFormat = "mm/dd/yy";
>  
>           var vNumUnits  = 0;
> --- 574,578 ----
>   * @default "mm/dd/yy"
>   * @private
> ! */var vDateDisplayFormat = "dd/mm/yy";
>  
>           var vNumUnits  = 0;
>
>
>
> -- 
>
> Tom Robinson
> System Administrator
>
> MoTeC
>
> 121 Merrindale Drive
> Croydon South
> 3136 Victoria
> Australia
>
> T: +61 3 9761 5050
> F: +61 3 9761 5051   
> E: tom.robinson at motec.com.au <mailto:tom.robinson at motec.com.au>
>
>
>
> -- 
> Best regards, Ruslan.
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From ruz at bestpractical.com  Fri Apr 15 02:32:25 2011
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Fri, 15 Apr 2011 10:32:25 +0400
Subject: [rt-users] JSGantt has wrong date format for my timezone
In-Reply-To: <4DA7D1EC.80105@motec.com.au>
References: <4DA79114.2040802@motec.com.au>
	<BANLkTi=XnW1_E7574TCoWyNPZAju3cnOew@mail.gmail.com>
	<4DA7D1EC.80105@motec.com.au>
Message-ID: <BANLkTi=Bqoer=WS-BcPcUaH+DargMuqZOw@mail.gmail.com>

http://rt.cpan.org/Public/Dist/Display.html?Name=RT-Extension-JSGantt

On Fri, Apr 15, 2011 at 9:04 AM, Tom Robinson <tom.robinson at motec.com.au>wrote:

>  I'm really not sure what happened here. I sent a message to the rt-users
> list; that got forwarded to an 'appropriate queue on rt.cpan.org'. I tried
> searching there but don't find anything. Sorry, but I don't know what is
> going on...
>
>
>  On 15/04/11 11:20, Ruslan Zakirov wrote:
>
> Sent to appropriate queue on rt.cpan.org.
>
>  ---------- Forwarded message ----------
> From: Tom Robinson <tom.robinson at motec.com.au>
> Date: Fri, Apr 15, 2011 at 4:28 AM
> Subject: [rt-users] JSGantt has wrong date format for my timezone
> To: rt-users at lists.bestpractical.com
>
>
>  RT 3.3.8
> bestpractical-rt-extension-jsgantt-d1cacc1
>
> Hi,
>
> I installed JSGantt a while ago but don't really use it because the date
> format is around the wrong way (in Australia we use DD/MM/CCYY not
> MM/DD/CCYY).
>
> Maybe I missed something during install?
>
> Anyway, I recently took another look at the setup and decided to change the
> java script jsgannt.js so that vDateInputFormat is "dd/mm/yyyy" (see diff
> below) but I still can't make any sense of the dates being displayed. What
> is the correct way to set the date format for JSGantt?
>
> *** jsgantt.js  2010/11/24 01:59:26     1.1
> --- jsgantt.js  2011/04/04 06:26:11
> ***************
> *** 567,571 ****
>   * @default "mm/dd/yyyy"
>   * @private
> ! */var vDateInputFormat = "mm/dd/yyyy";
>   /**
>   * Date display format
> --- 567,571 ----
>   * @default "mm/dd/yyyy"
>   * @private
> ! */var vDateInputFormat = "dd/mm/yyyy";
>   /**
>   * Date display format
> ***************
> *** 574,578 ****
>   * @default "mm/dd/yy"
>   * @private
> ! */var vDateDisplayFormat = "mm/dd/yy";
>
>           var vNumUnits  = 0;
> --- 574,578 ----
>   * @default "mm/dd/yy"
>   * @private
> ! */var vDateDisplayFormat = "dd/mm/yy";
>
>           var vNumUnits  = 0;
>
>
>
> --
>
> Tom Robinson
> System Administrator
> [image: MoTeC]
>
> 121 Merrindale Drive
> Croydon South
> 3136 Victoria
> Australia
>
> T: +61 3 9761 5050
> F: +61 3 9761 5051
> E: tom.robinson at motec.com.au
>
>
>
>
> --
> Best regards, Ruslan.
>
>


-- 
Best regards, Ruslan.
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From dominic.hargreaves at oucs.ox.ac.uk  Fri Apr 15 05:01:52 2011
From: dominic.hargreaves at oucs.ox.ac.uk (Dominic Hargreaves)
Date: Fri, 15 Apr 2011 10:01:52 +0100
Subject: [rt-users] RT 3.8.9 + PostgreSQL 8.4.7 - missing/bad indexes
In-Reply-To: <20110415020958.GD361@puppy>
References: <20110414132633.GA10833@bobek.localdomain>
	<20110415020958.GD361@puppy>
Message-ID: <20110415090152.GA3012@gunboat-diplomat.oucs.ox.ac.uk>

On Fri, Apr 15, 2011 at 12:09:58PM +1000, Jesse Vincent wrote:
> On Thu 14.Apr'11 at 15:26:33 +0200, V?clav Ovs?k wrote:
> > SELECT  * FROM Groups WHERE Instance = ? AND LOWER(Domain) = LOWER(?) AND LOWER(Type) = LOWER(?)
> > 
> > e.g. one my bind params: 106431 'RT::Ticket-Role' 'Requestor'
> > 
> > rt=# EXPLAIN ANALYZE SELECT * FROM Groups WHERE Instance = 106431 AND LOWER(Domain) = LOWER('RT::Ticket-Role') AND LOWER(Type) = LOWER('Requestor');
> > 							     QUERY PLAN                                                              
> 
> I'd actually consider this a code bug. We shouldn't be LOWER()ing either 
> of those parameters.  Please open a ticket by mailing
> rt-bugs at bestpractical.com

There are already a couple of related bugs:

<http://issues.bestpractical.com/Ticket/Display.html?id=8568>
<http://issues.bestpractical.com/Ticket/Display.html?id=13056>

(linked from
<http://requesttracker.wikia.com/wiki/DatabaseIndexes> where I
documented the same index change that I found useful).

More in the thread starting
<http://lists.bestpractical.com/pipermail/rt-users/2009-November/062329.html>

-- 
Dominic Hargreaves, Systems Development and Support Team
Computing Services, University of Oxford
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From vaclav.ovsik at i.cz  Fri Apr 15 05:07:38 2011
From: vaclav.ovsik at i.cz (=?iso-8859-1?Q?V=E1clav_Ovs=EDk?=)
Date: Fri, 15 Apr 2011 11:07:38 +0200
Subject: [rt-users] RT 3.8.9 + PostgreSQL 8.4.7 - missing/bad indexes
In-Reply-To: <20110415020958.GD361@puppy>
References: <20110414132633.GA10833@bobek.localdomain>
	<20110415020958.GD361@puppy>
Message-ID: <20110415090738.GC26261@bobek.localdomain>

On Fri, Apr 15, 2011 at 12:09:58PM +1000, Jesse Vincent wrote:
> ...
> I'd actually consider this a code bug. We shouldn't be LOWER()ing either 
> of those parameters.  Please open a ticket by mailing
> rt-bugs at bestpractical.com

I did it. It have received ticket [rt3 #17121].

About the second problem - selecting from ObjectCustomFieldValues - I'm
not certain the adding a new index is the best solution.
I have red about multicolumn indexes in Pg docs yesterday and found for
me, that multicolumn indexes can be used for lower number of fields, but
these must be the leftmost fields. So we have already:

CREATE INDEX ObjectCustomFieldValues1 ON ObjectCustomFieldValues (CustomField,ObjectType,ObjectId,Content); 
CREATE INDEX ObjectCustomFieldValues2 ON ObjectCustomFieldValues (CustomField,ObjectType,ObjectId); 

So instead of adding a new index I did
CREATE INDEX ObjectCustomFieldValues_zito1 ON ObjectCustomFieldValues (ObjectId);
alternative approach can be to reorder index columns of ObjectCustomFieldValues2?
It depends on a shape of every other query on ObjectCustomFieldValues and
decision can be difficult (analyze of all possible query shapes).

Should I send it to rt-bugs also?

Best Regards
-- 
Zito


From fireskyer at gmx.de  Fri Apr 15 05:26:11 2011
From: fireskyer at gmx.de (john s.)
Date: Fri, 15 Apr 2011 02:26:11 -0700 (PDT)
Subject: [rt-users] RT-Authen-ExternalAuth-0.08 which packages i need for
In-Reply-To: <2685.1302801019@acmgrp.com>
References: <001301cbf9e4$5d35fcb0$17a1f610$@com> <2685.1302801019@acmgrp.com>
Message-ID: <31404102.post@talk.nabble.com>



Greetings Louis 



Despite your piece of good advice my Syntax is correct also,

Cause i only used the # Sign to comment out the Lines which will apache2 get
into trouble.If try to run normally the same issue appears.


And in refer to the Readme .. you can also  write:

  'attr_match_list'           => [    'Name',
                                                                                           
'EmailAddress', 
                                                                                           
'RealName',
                                                                                           
'WorkPhone', 
                                                                                           
'Address2'
                                                                                            
],

the only important thing is to set the brackets correctly and this will
benoticed  if you try to restart apache 

So.. thats not the problem 


any other clue or idea?


best regards john s.




 







-- 
View this message in context: http://old.nabble.com/Re%3A-RT-Authen-ExternalAuth-0.08-which-packages-i-need-for-tp31388437p31404102.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.



From ktm at rice.edu  Fri Apr 15 08:44:27 2011
From: ktm at rice.edu (Kenneth Marshall)
Date: Fri, 15 Apr 2011 07:44:27 -0500
Subject: [rt-users] RT 3.8.9 + PostgreSQL 8.4.7 - missing/bad indexes
In-Reply-To: <20110415020958.GD361@puppy>
References: <20110414132633.GA10833@bobek.localdomain>
	<20110415020958.GD361@puppy>
Message-ID: <20110415124427.GE24222@aart.is.rice.edu>

On Fri, Apr 15, 2011 at 12:09:58PM +1000, Jesse Vincent wrote:
> 
> 
> 
> On Thu 14.Apr'11 at 15:26:33 +0200, V?clav Ovs?k wrote:
> > Hi,
> > because of horrible performance of spreadsheet export of tickets I found
> > some badly created or missing indexes. I didn't investigate if other
> > RDBMS schemas has the same problem.
> > To discover problems I rewrote Results.tsv into command-line shape and
> > run it with DBI_TRACE=2 finally. 
> > 
> > For every row of Tickets the following additional problematic queries are
> > executed:
> > 
> > ########################################################################
> > 
> > SELECT  * FROM Groups WHERE Instance = ? AND LOWER(Domain) = LOWER(?) AND LOWER(Type) = LOWER(?)
> > 
> > e.g. one my bind params: 106431 'RT::Ticket-Role' 'Requestor'
> > 
> > rt=# EXPLAIN ANALYZE SELECT * FROM Groups WHERE Instance = 106431 AND LOWER(Domain) = LOWER('RT::Ticket-Role') AND LOWER(Type) = LOWER('Requestor');
> > 							     QUERY PLAN                                                              
> 
> I'd actually consider this a code bug. We shouldn't be LOWER()ing either 
> of those parameters.  Please open a ticket by mailing
> rt-bugs at bestpractical.com
> 
> Thanks!
> 

Okay, but does removing the LOWER()'s make the product harder to use?
In other words, when writing a Scrip that uses Type would it now be
case sensitive? i.e. Were AdminCc and admincc both acceptable? Some
of my most painful bug hunts were case-only related. Maybe the RT
code already handles that. My two cents.

Ken


From jesse at bestpractical.com  Fri Apr 15 08:48:29 2011
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 15 Apr 2011 08:48:29 -0400
Subject: [rt-users] RT 3.8.9 + PostgreSQL 8.4.7 - missing/bad indexes
In-Reply-To: <20110415124427.GE24222@aart.is.rice.edu>
References: <20110414132633.GA10833@bobek.localdomain>
	<20110415020958.GD361@puppy>
	<20110415124427.GE24222@aart.is.rice.edu>
Message-ID: <20110415124829.GN25633@bestpractical.com>



> 
> Okay, but does removing the LOWER()'s make the product harder to use?
> In other words, when writing a Scrip that uses Type would it now be
> case sensitive? i.e. Were AdminCc and admincc both acceptable? Some
> of my most painful bug hunts were case-only related. Maybe the RT
> code already handles that. My two cents.


Those bits are internals and the API always drops the content into the
database in one specific way. If you have your own code that's touching
Type or Domain, you've already voided your warranty, so to speak.  The 
fact that there's case-smashing on that search is a straight-up bug.
 
> Ken

-- 


From luciano at cpd.ufrgs.br  Fri Apr 15 08:52:03 2011
From: luciano at cpd.ufrgs.br (Luciano Silva)
Date: Fri, 15 Apr 2011 09:52:03 -0300
Subject: [rt-users] iCAL error on screen
Message-ID: <1302871923.16448.11.camel@luciano-dss>


Hello,

I have RT  3.8.9(applied  the security patch to 3.8.10), Ubuntu server
10.04.

When a user click on iCAL sees this error on screen:

BEGIN:VCALENDAR CALSCALE:gregorian METHOD:publish PRODID:-//RT//
VERSION:2.0 X-WR-CALDESC;VALUE=TEXT:Due dates for RT tickets: Status =
'resolved' AND Q ueue = 'DRS' AND Subject LIKE 'Vistoria' AND Created >
'2010-01-01' AND Re solved < '2011-01-01' X-WR-CALNAME;VALUE=TEXT:RT due
dates END:VCALENDAR

All dependencies are solved, is there a fix for this? Is something wrong
on datbase?


Luciano


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From jesse at bestpractical.com  Fri Apr 15 08:52:02 2011
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 15 Apr 2011 08:52:02 -0400
Subject: [rt-users] iCAL error on screen
In-Reply-To: <1302871923.16448.11.camel@luciano-dss>
References: <1302871923.16448.11.camel@luciano-dss>
Message-ID: <20110415125202.GO25633@bestpractical.com>




On Fri, Apr 15, 2011 at 09:52:03AM -0300, Luciano Silva wrote:
> 
> Hello,
> 
> I have RT  3.8.9(applied  the security patch to 3.8.10), Ubuntu server
> 10.04.
> 
> When a user click on iCAL sees this error on screen:
> 
> BEGIN:VCALENDAR CALSCALE:gregorian METHOD:publish PRODID:-//RT//
> VERSION:2.0 X-WR-CALDESC;VALUE=TEXT:Due dates for RT tickets: Status =
> 'resolved' AND Q ueue = 'DRS' AND Subject LIKE 'Vistoria' AND Created >
> '2010-01-01' AND Re solved < '2011-01-01' X-WR-CALNAME;VALUE=TEXT:RT due
> dates END:VCALENDAR
> 
> All dependencies are solved, is there a fix for this? Is something wrong
> on datbase?

I'd bet that you have configured mod_perl to only run pages through RT's mason handler if their names end in .html.

-jesse
> 
> 
> Luciano
> 
> 

-- 


From falcone at bestpractical.com  Fri Apr 15 08:52:30 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Fri, 15 Apr 2011 08:52:30 -0400
Subject: [rt-users] RT 3.8.9 + PostgreSQL 8.4.7 - missing/bad indexes
In-Reply-To: <20110415124427.GE24222@aart.is.rice.edu>
References: <20110414132633.GA10833@bobek.localdomain>
	<20110415020958.GD361@puppy>
	<20110415124427.GE24222@aart.is.rice.edu>
Message-ID: <20110415125230.GC58388@jibsheet.com>

On Fri, Apr 15, 2011 at 07:44:27AM -0500, Kenneth Marshall wrote:
> On Fri, Apr 15, 2011 at 12:09:58PM +1000, Jesse Vincent wrote:
> > 
> > 
> > 
> > On Thu 14.Apr'11 at 15:26:33 +0200, V?clav Ovs?k wrote:
> > > Hi,
> > > because of horrible performance of spreadsheet export of tickets I found
> > > some badly created or missing indexes. I didn't investigate if other
> > > RDBMS schemas has the same problem.
> > > To discover problems I rewrote Results.tsv into command-line shape and
> > > run it with DBI_TRACE=2 finally. 
> > > 
> > > For every row of Tickets the following additional problematic queries are
> > > executed:
> > > 
> > > ########################################################################
> > > 
> > > SELECT  * FROM Groups WHERE Instance = ? AND LOWER(Domain) = LOWER(?) AND LOWER(Type) = LOWER(?)
> > > 
> > > e.g. one my bind params: 106431 'RT::Ticket-Role' 'Requestor'
> > > 
> > > rt=# EXPLAIN ANALYZE SELECT * FROM Groups WHERE Instance = 106431 AND LOWER(Domain) = LOWER('RT::Ticket-Role') AND LOWER(Type) = LOWER('Requestor');
> > > 							     QUERY PLAN                                                              
> > 
> > I'd actually consider this a code bug. We shouldn't be LOWER()ing either 
> > of those parameters.  Please open a ticket by mailing
> > rt-bugs at bestpractical.com
> 
> Okay, but does removing the LOWER()'s make the product harder to use?
> In other words, when writing a Scrip that uses Type would it now be
> case sensitive? i.e. Were AdminCc and admincc both acceptable? Some
> of my most painful bug hunts were case-only related. Maybe the RT
> code already handles that. My two cents.

I've also been bitten by case-sensitive problems, but in this
particular query, RT inserts the Domain and Type from static internal
strings and builds queries against them in a similar way and you
should never be able to end up with a lowercased version in the DB.
should, famous last words, etc.

-kevin
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From johnathan.bell at baker.edu  Fri Apr 15 08:46:29 2011
From: johnathan.bell at baker.edu (johnathan.bell at baker.edu)
Date: Fri, 15 Apr 2011 08:46:29 -0400
Subject: [rt-users] Request tracker perl acl
In-Reply-To: <BANLkTikfQkrBmJiWuzkKJBFUc7to+-ZkTQ@mail.gmail.com>
References: <BANLkTikfQkrBmJiWuzkKJBFUc7to+-ZkTQ@mail.gmail.com>
Message-ID: <91C4F5AB-8CAB-499F-8760-5110F6A8144E@baker.edu>

Sure! The trick, I found, was that you need to use "LoadSystemInternalGroup" for groups like "Everyone". This should be enough to get you there. The other part though, if you have multiple queues, is you'll have to also grant it to "Everyone" for every queue you have, I think... I haven't experimented with it that much because we want things a little locked down here, so try "global" first, and if that doesn't work, go queue by queue.

--snip--
    # RT working vars
    my $groupObj = new RT::Group($currentUser);
    my $queueObj = new RT::Queue($currentUser);

    # Load our RT queue (use one of the two indented snippets here)
        # For "Global" permissions, put $RT::System in the queue object.  
        ($status, $msg) = $queueObj = $RT::System;
        $status or die("Error loading \$RT::System: ".$msg."\n");
        
        # For semi-global permissions, you can use "General" for the queue name if you're not going global
        ($status, $msg) = $queueObj->Load($queueName);
        $status or die("Error loading RT queue \"$queueName\"");

    # Load the system internal group (use "everyone" for $groupname)
        ($status, $msg) = $groupObj->LoadSystemInternalGroup($groupName);
        $status or die("Error loading RT System group \"$groupName\"\nInput File line $line:\n> $_\n\nRT Error: ".$msg."\n");

    # Actually grant the right (Use "ReplyToTicket" or whatever for "$rightName"
    # And use "RevokeRight" if you want to revoke instead of grant)
    ($status, $msg) = $groupObj->PrincipalObj->GrantRight(
        Right => $rightName,
        Object => $queueObj);

    print $status ? "Granting right \"$rightName\" to group \"$groupName\" on queue \"$queueName\"\n"
        : "Group \"$groupName\" on queue \"$queueName\" already had right \"$rightName\"\n";
--/snip--

That should be good enough to get you started. Like I said, I'm not sure if you can just say "Everyone @ Global -> ReplyToTicket", but if you can, this should do it for you. If that ACL doesn't work, though, I'm not quite sure what to do for you.

Also, in case the snippet wrapped, I have it on pastebin at http://pastebin.com/cQxCMYsZ

Happy trails,
Johnathan

On Apr 14, 2011, at 3:45 PM, Sukhwinder Romana wrote:

> Hi Johnathan,
> 
> I came across your post on http://www.mail-archive.com/rt-users at lists.bestpractical.com/msg24131.html regarding perl api for setting global group rights. I'm having some issues with giving the Everyone group permissions to CreateTicket and ReplyToTicket globally. Do you happen to have a snippet of code that would work for this?
> 
> Thanks.

--
Johnathan Bell
Internet System Administrator, Baker College

Office Hours: 7A-4P Eastern, M-F



From alexmv at bestpractical.com  Fri Apr 15 08:59:58 2011
From: alexmv at bestpractical.com (Alex Vandiver)
Date: Fri, 15 Apr 2011 08:59:58 -0400
Subject: [rt-users] iCAL error on screen
In-Reply-To: <1302871923.16448.11.camel@luciano-dss>
References: <1302871923.16448.11.camel@luciano-dss>
Message-ID: <1302872398.15361.5.camel@kohr-ah>

On Fri, 2011-04-15 at 09:52 -0300, Luciano Silva wrote:
> I have RT 3.8.9 (applied the security patch to 3.8.10),

The security patch does _not_ include all of the changes in 3.8.10; it
is a minimal set of changes to address the security issues, and does not
include the many other bugfixes that 3.8.10 does.  Applying the security
patch to 3.8.9 is _not_ the same as upgrading to 3.8.10.
 - Alex



From gerard at eve-team.com  Fri Apr 15 09:32:17 2011
From: gerard at eve-team.com (Gerard FENELON)
Date: Fri, 15 Apr 2011 15:32:17 +0200
Subject: [rt-users] Scrip IsApplicable 298 died. - Can't call method "Type"
 on an undefined value
Message-ID: <4DA848E1.90809@eve-team.com>

Hi

I am using RT 3.8.8.
 From time to time, I see the following errors in rt.log

[Fri Apr 15 07:48:06 2011] [info]: Successful login for xxxxx from 
00.000.000.00 (/opt/rt3/bin/../lib/RT/Interface/Web.pm:430)
[Fri Apr 15 07:48:42 2011] [error]: Scrip IsApplicable 298 died. - Can't 
call method "Type" on an undefined value at 
/opt/rt3/bin/../lib/RT/Scrip_Overlay.pm line 399 during global 
destruction. (/opt/rt3/bin/../lib/RT/Scrip_Overlay.pm:417)
[Fri Apr 15 07:48:42 2011] [error]: Scrip IsApplicable 290 died. - Can't 
call method "Type" on an undefined value at 
/opt/rt3/bin/../lib/RT/Scrip_Overlay.pm line 399 during global 
destruction. (/opt/rt3/bin/../lib/RT/Scrip_Overlay.pm:417)
[Fri Apr 15 07:48:42 2011] [error]: Scrip IsApplicable 205 died. - Can't 
call method "Type" on an undefined value at 
/opt/rt3/bin/../lib/RT/Scrip_Overlay.pm line 399 during global 
destruction. (/opt/rt3/bin/../lib/RT/Scrip_Overlay.pm:417)
[Fri Apr 15 07:48:42 2011] [error]: Scrip IsApplicable 282 died. - Can't 
call method "Type" on an undefined value at 
/opt/rt3/bin/../lib/RT/Scrip_Overlay.pm line 399 during global 
destruction. (/opt/rt3/bin/../lib/RT/Scrip_Overlay.pm:417)
[Fri Apr 15 07:48:42 2011] [error]: Scrip IsApplicable 200 died. - Can't 
call method "Type" on an undefined value at 
/opt/rt3/bin/../lib/RT/Scrip_Overlay.pm line 399 during global 
destruction. (/opt/rt3/bin/../lib/RT/Scrip_Overlay.pm:417)
[Fri Apr 15 07:48:42 2011] [error]: Scrip IsApplicable 187 died. - Can't 
call method "Type" on an undefined value at 
/opt/rt3/bin/../lib/RT/Scrip_Overlay.pm line 399 during global 
destruction. (/opt/rt3/bin/../lib/RT/Scrip_Overlay.pm:417)
[Fri Apr 15 07:48:42 2011] [error]: Scrip IsApplicable 178 died. - Can't 
call method "Type" on an undefined value at 
/opt/rt3/bin/../lib/RT/Scrip_Overlay.pm line 399 during global 
destruction. (/opt/rt3/bin/../lib/RT/Scrip_Overlay.pm:417)
[Fri Apr 15 07:48:42 2011] [error]: Scrip IsApplicable 168 died. - Can't 
call method "Type" on an undefined value at 
/opt/rt3/bin/../lib/RT/Scrip_Overlay.pm line 399 during global 
destruction. (/opt/rt3/bin/../lib/RT/Scrip_Overlay.pm:417)
[Fri Apr 15 07:48:54 2011] [info]: Successful login for yyyyy from 
00.000.000.00 (/opt/rt3/bin/../lib/RT/Interface/Web.pm:430)

All these scripts have in common that they are Stage=TransactionBatch

If I look inside Scrip_Overlay.pm, I see
397         foreach my $TransactionObj ( @Transactions ) {
398             # in TxnBatch stage we can select scrips that are not 
applicable to all txns
399             my $txn_type = $TransactionObj->Type;

so it looks as if I have an undefined value in @Transactions !?!?

I log all transactions in rt.log and I have not been able to find any 
triggering condition.

Does anyone understand what is happening ?
How do I start debugging this ?

Thanks
Gerard



From trs at bestpractical.com  Fri Apr 15 09:36:55 2011
From: trs at bestpractical.com (Thomas Sibley)
Date: Fri, 15 Apr 2011 09:36:55 -0400
Subject: [rt-users] iCAL error on screen
In-Reply-To: <1302871923.16448.11.camel@luciano-dss>
References: <1302871923.16448.11.camel@luciano-dss>
Message-ID: <4DA849F7.8030009@bestpractical.com>

On 04/15/2011 08:52 AM, Luciano Silva wrote:
> I have RT  3.8.9(applied  the security patch to 3.8.10), Ubuntu server
> 10.04.
> 
> When a user click on iCAL sees this error on screen:
> 
> BEGIN:VCALENDAR CALSCALE:gregorian METHOD:publish PRODID:-//RT//
> VERSION:2.0 X-WR-CALDESC;VALUE=TEXT:Due dates for RT tickets: Status =
> 'resolved' AND Q ueue = 'DRS' AND Subject LIKE 'Vistoria' AND Created >
> '2010-01-01' AND Re solved < '2011-01-01' X-WR-CALNAME;VALUE=TEXT:RT due
> dates END:VCALENDAR

That looks like iCal content to me, which is what you'd expect.  Your
user's browser might just be showing the raw iCal feed instead of
launching a helper program to handle it.  Either way, it doesn't look
like a bug in RT.

Thomas


From fabio.varela at usp.br  Fri Apr 15 09:30:23 2011
From: fabio.varela at usp.br (Fabio)
Date: Fri, 15 Apr 2011 10:30:23 -0300
Subject: [rt-users] (no subject)
Message-ID: <4DA8486F.2060103@usp.br>




From gerard at eve-team.com  Fri Apr 15 09:42:51 2011
From: gerard at eve-team.com (Gerard FENELON)
Date: Fri, 15 Apr 2011 15:42:51 +0200
Subject: [rt-users] RT 3.8.8 no attachments over 1mb
In-Reply-To: <AANLkTikB54DAx0mdpuO_h5C2i+s7507wR0ma=J+L0FDo@mail.gmail.com>
References: <1792577DCB731446AA4D874F1342736E3085D1DC@FASXCH02.fasmail.priv>
	<AANLkTikB54DAx0mdpuO_h5C2i+s7507wR0ma=J+L0FDo@mail.gmail.com>
Message-ID: <4DA84B5B.30902@eve-team.com>

Hi
My understanding is that attachments get dropped silently when using 
MaxAttachmentSize.
Is there a way of getting a notification (maybe email) when a attachment 
gets dropped ?
Gerard


On 2011-04-01 22:36, Ruslan Zakirov wrote:
> Read FAQ on the wiki.
> http://requesttracker.wikia.com/wiki/FAQ#Attachments
>
> On Sat, Apr 2, 2011 at 12:16 AM, Lee, Jeffrey<jeffrey_lee at harvard.edu>  wrote:
>> Hi all,
>>
>> I have an instance of 3.8.8 running and any attachment over 1mb does not
>> seem to show up in any of the tickets.
>>
>> Any advice would be greatly appreciated.
>> Best,
>> Jeff



From MURPHYKE at email.chop.edu  Fri Apr 15 09:48:31 2011
From: MURPHYKE at email.chop.edu (Murphy, Kevin)
Date: Fri, 15 Apr 2011 09:48:31 -0400
Subject: [rt-users] 3.8.10 release notes?
Message-ID: <F044C916-A81F-47A2-81EB-3EF888354E38@email.chop.edu>

Hi,

Where are RT release notes stored?  I don't see any in the 3.8.10 tarball, I didn't see them on bestpractical.com, and they weren't included or linked to in the April 14 blog entry.

I assume I'm overlooking something ....

Thanks,
Kevin



From trs at bestpractical.com  Fri Apr 15 10:18:25 2011
From: trs at bestpractical.com (Thomas Sibley)
Date: Fri, 15 Apr 2011 10:18:25 -0400
Subject: [rt-users] 3.8.10 release notes?
In-Reply-To: <F044C916-A81F-47A2-81EB-3EF888354E38@email.chop.edu>
References: <F044C916-A81F-47A2-81EB-3EF888354E38@email.chop.edu>
Message-ID: <4DA853B1.4050108@bestpractical.com>

Our release notes for each version are included in the release
announcement sent to rt-announce (which goes to rt-users and rt-devel).

We should definitely get them up on the website, but for now you can
browse or search the rt-announce list archives:
http://lists.bestpractical.com/pipermail/rt-announce/

The 3.8.10 release announcement is
http://lists.bestpractical.com/pipermail/rt-announce/2011-April/000188.html.

Thomas


From gsollazz at sgul.ac.uk  Fri Apr 15 11:23:42 2011
From: gsollazz at sgul.ac.uk (Giuseppe Sollazzo)
Date: Fri, 15 Apr 2011 16:23:42 +0100
Subject: [rt-users] AutoCloseOnNagiosRecoveryMessage
Message-ID: <4DA862FE.1020804@sgul.ac.uk>

Hi all,
I've been trying to use this scrip to auto close Nagios tickets upon 
recovery: 
http://requesttracker.wikia.com/wiki/AutoCloseOnNagiosRecoveryMessages

The Script is launched, but there's an error

[Sat Mar  5 02:40:02 2011] [error]: Scrip 12 Commit failed: Quantifier 
follows nothing in regex; marked by <-- HERE in m/* <-- HERE * RECOVERY 
(w+) - (.*) OK **/ at (eval 3695) line 13.

I'm not terribly good at Perl and especially its regexp, but I've got a 
feeling it might be an escaping issue?
Has anyone encountered this problem - or am I maybe just using a very 
old script?

We use Nagios2 so until we update to Nagios3 I can't use the other 
recommended script, so any help would be really appreciated.

Best regards,
Giuseppe

-- 
____________________________________

Giuseppe Sollazzo
Senior Systems Analyst
Computing Services
Information Services
St. George's, University Of London
Cranmer Terrace
London SW17 0RE

Email: gsollazz at sgul.ac.uk
Direct Dial: +44 20 8725 5160
Fax: +44 20 8725 3583




From trs at bestpractical.com  Fri Apr 15 11:32:22 2011
From: trs at bestpractical.com (Thomas Sibley)
Date: Fri, 15 Apr 2011 11:32:22 -0400
Subject: [rt-users] AutoCloseOnNagiosRecoveryMessage
In-Reply-To: <4DA862FE.1020804@sgul.ac.uk>
References: <4DA862FE.1020804@sgul.ac.uk>
Message-ID: <4DA86506.7030804@bestpractical.com>

On 04/15/2011 11:23 AM, Giuseppe Sollazzo wrote:
> Hi all,
> I've been trying to use this scrip to auto close Nagios tickets upon
> recovery:
> http://requesttracker.wikia.com/wiki/AutoCloseOnNagiosRecoveryMessages
> 
> The Script is launched, but there's an error
> 
> [Sat Mar  5 02:40:02 2011] [error]: Scrip 12 Commit failed: Quantifier
> follows nothing in regex; marked by <-- HERE in m/* <-- HERE * RECOVERY
> (w+) - (.*) OK **/ at (eval 3695) line 13.
> 
> I'm not terribly good at Perl and especially its regexp, but I've got a
> feeling it might be an escaping issue?
> Has anyone encountered this problem - or am I maybe just using a very
> old script?

I don't know if the scrip is old or not, but you need to backslash
escape the asterisks at the beginning and end of that regex (but not the
one following the period in the middle).

m/\*\* RECOVERY (w+) - (.*) OK \*\*/

Thomas


From falcone at bestpractical.com  Fri Apr 15 12:25:34 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Fri, 15 Apr 2011 12:25:34 -0400
Subject: [rt-users] AutoCloseOnNagiosRecoveryMessage
In-Reply-To: <4DA86506.7030804@bestpractical.com>
References: <4DA862FE.1020804@sgul.ac.uk> <4DA86506.7030804@bestpractical.com>
Message-ID: <20110415162534.GD58388@jibsheet.com>

On Fri, Apr 15, 2011 at 11:32:22AM -0400, Thomas Sibley wrote:
> On 04/15/2011 11:23 AM, Giuseppe Sollazzo wrote:
> > Hi all,
> > I've been trying to use this scrip to auto close Nagios tickets upon
> > recovery:
> > http://requesttracker.wikia.com/wiki/AutoCloseOnNagiosRecoveryMessages
> > 
> > The Script is launched, but there's an error
> > 
> > [Sat Mar  5 02:40:02 2011] [error]: Scrip 12 Commit failed: Quantifier
> > follows nothing in regex; marked by <-- HERE in m/* <-- HERE * RECOVERY
> > (w+) - (.*) OK **/ at (eval 3695) line 13.
> > 
> > I'm not terribly good at Perl and especially its regexp, but I've got a
> > feeling it might be an escaping issue?
> > Has anyone encountered this problem - or am I maybe just using a very
> > old script?
> 
> I don't know if the scrip is old or not, but you need to backslash
> escape the asterisks at the beginning and end of that regex (but not the
> one following the period in the middle).
> 
> m/\*\* RECOVERY (w+) - (.*) OK \*\*/

There is also http://search.cpan.org/dist/RT-Extension-Nagios/
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From lavendano at acmgrp.com  Fri Apr 15 12:46:13 2011
From: lavendano at acmgrp.com (=?utf-8?B?IEx1aXMgQXZlbmRhw7Fv?=)
Date: Fri, 15 Apr 2011 12:46:13 -0400
Subject: [rt-users] RT-Authen-ExternalAuth-0.08 which packages i need for
Message-ID: <29634.1302885973@acmgrp.com>

 

Hi John, 

you have a syxtax error somewhere, and it's pretty close when you set
EmailAddress. Your error is: 

Couldn't load RT config file RT_SiteConfig.pm:nnsyntax error at
 /opt/rt3/etc/RT_SiteConfig.pm line 146, near "'EmailAddress'"nCompilation
 failed in require at /opt/rt3/bin/../lib/RT/Config.pm line
562.nCompilation
 failed in require at (eval 2) line 1.n 

Try to make a configuration file without all the comments you have within
the Authen:External008.. conf (delete all the #). You might be missing
something. 

Best Regards,

----- 

Greetings Louis 

 Despite your piece of good advice my Syntax is correct also,

 Cause i only used the # Sign to comment out the Lines which will apache2
get
 into trouble.If try to run normally the same issue appears.

 And in refer to the Readme .. you can also write:

 'attr_match_list' => [ 'Name',

 'EmailAddress', 

 'RealName',

 'WorkPhone', 

 'Address2'

 ],

 the only important thing is to set the brackets correctly and this will
 benoticed if you try to restart apache 

 So.. thats not the problem 

 any other clue or idea?

 best regards john s.

? 

? 

 Message: 3
 Date: Fri, 15 Apr 2011 02:26:11 -0700 (PDT)
 From: "john s." 
 To: rt-users at lists.bestpractical.com
 Subject: Re: [rt-users] RT-Authen-ExternalAuth-0.08 which packages i
 need for
 Message-ID: 
 Content-Type: text/plain; charset=us-ascii

 Greetings Louis 

 Despite your piece of good advice my Syntax is correct also,

 Cause i only used the # Sign to comment out the Lines which will apache2
get
 into trouble.If try to run normally the same issue appears.

 And in refer to the Readme .. you can also write:

 'attr_match_list' => [ 'Name',

 'EmailAddress', 

 'RealName',

 'WorkPhone', 

 'Address2'

 ],

 the only important thing is to set the brackets correctly and this will
 benoticed if you try to restart apache 

 So.. thats not the problem 

 any other clue or idea?

 best regards john s.

 -- 
 View this message in context: 
 Sent from the Request Tracker - User mailing list archive at Nabble.com.

 
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From kfcrocker at lbl.gov  Fri Apr 15 12:51:34 2011
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Fri, 15 Apr 2011 09:51:34 -0700
Subject: [rt-users] Forcing a custom field to be a mandatory date
In-Reply-To: <20110411204654.GB9312@jibsheet.com>
References: <fc.000f737402edd719000f737402edd719.2edd724@concordacademy.org>
	<BANLkTi=t2K6+xuR4VkNpKZwHzwXcKzd1Bw@mail.gmail.com>
	<20110411204654.GB9312@jibsheet.com>
Message-ID: <BANLkTinDSqbUBu2EbABFhHue6DfVu29fOg@mail.gmail.com>

Kevin,

I thought I had read somewhere that 3.8.8 had a Custom Field type option for
Dates. I was hoping this was true so I could throw away the Custom Code I am
using that was contributed by Emmanuel Lacour. Right now, the code works
pretty well, other than I have no options to format the data to be
consistent with my date formatting preferences for other date fields.

If this is NOT the case, are there any plans to put the RT 4 code into
3.8.10?

Thanks.

Kenn
LBNL

On Mon, Apr 11, 2011 at 1:46 PM, Kevin Falcone <falcone at bestpractical.com>wrote:

> On Mon, Apr 11, 2011 at 11:12:13AM -0700, Kenneth Crocker wrote:
> >    2) If on 3.8.8+, you can make the CF a "SelectDate" field and get the
> use of Calendar.
>
> The SelectDate field that you are referencing is a third party patch
> with known problems and we cannot advise that you use it.
>
> We have reimplemented this feature properly for RT4
>
> -kevin
>
> >    However, there is no "built-in" way to make the field mandatory unless
> you add some of your
> >    own code. This has been discussed in past threads. We choose to keep
> the basic code and work
> >    around the problem by writing a scrip to use another CF and re-set the
> Status field (to
> >    "stalled" when they "resolve" without setting the date field) and then
> send email
> >    notifications to alert the ticket owners that they need to put in the
> date field). This is a
> >    bit simple, but keeps us from messing with code. However, there are
> some other options
> >    discussed that modify the RT code and allow the CF to be treated as a
> "TRULY" mandatory field.
> >    Check out the threads. I believe there is even a link to some of that
> code.
> >
> >    Hope this helps.
> >
> >    Kenn
> >    LBNL
> >
> >    On Mon, Apr 11, 2011 at 6:30 AM, Vance Walsh <[1]
> vance_walsh at concordacademy.org> wrote:
> >
> >      What would be the proper string to make a Custom field Mandatory and
> contain a date field?
> >      ---
> >      Vance Walsh
> >      Network and Systems Administrator
> >      Concord Academy - Concord, Mass.
> >
>
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From luciano at cpd.ufrgs.br  Fri Apr 15 13:12:03 2011
From: luciano at cpd.ufrgs.br (Luciano Silva)
Date: Fri, 15 Apr 2011 14:12:03 -0300
Subject: [rt-users] iCAL error on screen
In-Reply-To: <20110415125202.GO25633@bestpractical.com>
References: <1302871923.16448.11.camel@luciano-dss>
	<20110415125202.GO25633@bestpractical.com>
Message-ID: <1302887523.16448.28.camel@luciano-dss>

Jesse,

Yes, I have mod_perl with Mason. How can i set out this configuration
for other  names, not only .html?

Luciano


-----Original Message-----
From: Jesse Vincent <jesse at bestpractical.com>
To: Luciano Silva <luciano at cpd.ufrgs.br>
Cc: rt-users <rt-users at lists.bestpractical.com>
Subject: Re: [rt-users] iCAL error on screen
Date: Fri, 15 Apr 2011 08:52:02 -0400




On Fri, Apr 15, 2011 at 09:52:03AM -0300, Luciano Silva wrote:
> 
> Hello,
> 
> I have RT  3.8.9(applied  the security patch to 3.8.10), Ubuntu server
> 10.04.
> 
> When a user click on iCAL sees this error on screen:
> 
> BEGIN:VCALENDAR CALSCALE:gregorian METHOD:publish PRODID:-//RT//
> VERSION:2.0 X-WR-CALDESC;VALUE=TEXT:Due dates for RT tickets: Status =
> 'resolved' AND Q ueue = 'DRS' AND Subject LIKE 'Vistoria' AND Created >
> '2010-01-01' AND Re solved < '2011-01-01' X-WR-CALNAME;VALUE=TEXT:RT due
> dates END:VCALENDAR
> 
> All dependencies are solved, is there a fix for this? Is something wrong
> on datbase?

I'd bet that you have configured mod_perl to only run pages through RT's mason handler if their names end in .html.

-jesse
> 
> 
> Luciano
> 
> 

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From falcone at bestpractical.com  Fri Apr 15 13:24:45 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Fri, 15 Apr 2011 13:24:45 -0400
Subject: [rt-users] Forcing a custom field to be a mandatory date
In-Reply-To: <BANLkTinDSqbUBu2EbABFhHue6DfVu29fOg@mail.gmail.com>
References: <fc.000f737402edd719000f737402edd719.2edd724@concordacademy.org>
	<BANLkTi=t2K6+xuR4VkNpKZwHzwXcKzd1Bw@mail.gmail.com>
	<20110411204654.GB9312@jibsheet.com>
	<BANLkTinDSqbUBu2EbABFhHue6DfVu29fOg@mail.gmail.com>
Message-ID: <20110415172445.GE58388@jibsheet.com>

On Fri, Apr 15, 2011 at 09:51:34AM -0700, Kenneth Crocker wrote:
>    I thought I had read somewhere that 3.8.8 had a Custom Field type option for Dates. I was
>    hoping this was true so I could throw away the Custom Code I am using that was contributed by
>    Emmanuel Lacour. Right now, the code works pretty well, other than I have no options to format
>    the data to be consistent with my date formatting preferences for other date fields.

This is not the case

>    If this is NOT the case, are there any plans to put the RT 4 code into 3.8.10?

This code has not been backported to 3.8 and is unlikely to be
backported since it was quite a bit of work to get right for 4.

-kevin
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From kfcrocker at lbl.gov  Fri Apr 15 15:00:57 2011
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Fri, 15 Apr 2011 12:00:57 -0700
Subject: [rt-users] Forcing a custom field to be a mandatory date
In-Reply-To: <20110415172445.GE58388@jibsheet.com>
References: <fc.000f737402edd719000f737402edd719.2edd724@concordacademy.org>
	<BANLkTi=t2K6+xuR4VkNpKZwHzwXcKzd1Bw@mail.gmail.com>
	<20110411204654.GB9312@jibsheet.com>
	<BANLkTinDSqbUBu2EbABFhHue6DfVu29fOg@mail.gmail.com>
	<20110415172445.GE58388@jibsheet.com>
Message-ID: <BANLkTi=GMN64qj+O9z5H0_pC=vm-bDK2cw@mail.gmail.com>

Kevin,

OK. Got it. Thanks for your time on this.

Kenn
LBNL

On Fri, Apr 15, 2011 at 10:24 AM, Kevin Falcone
<falcone at bestpractical.com>wrote:

> On Fri, Apr 15, 2011 at 09:51:34AM -0700, Kenneth Crocker wrote:
> >    I thought I had read somewhere that 3.8.8 had a Custom Field type
> option for Dates. I was
> >    hoping this was true so I could throw away the Custom Code I am using
> that was contributed by
> >    Emmanuel Lacour. Right now, the code works pretty well, other than I
> have no options to format
> >    the data to be consistent with my date formatting preferences for
> other date fields.
>
> This is not the case
>
> >    If this is NOT the case, are there any plans to put the RT 4 code into
> 3.8.10?
>
> This code has not been backported to 3.8 and is unlikely to be
> backported since it was quite a bit of work to get right for 4.
>
> -kevin
>
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From ruz at bestpractical.com  Fri Apr 15 18:23:14 2011
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Sat, 16 Apr 2011 02:23:14 +0400
Subject: [rt-users] RT 3.8.9 + PostgreSQL 8.4.7 - missing/bad indexes
In-Reply-To: <20110415090152.GA3012@gunboat-diplomat.oucs.ox.ac.uk>
References: <20110414132633.GA10833@bobek.localdomain>
	<20110415020958.GD361@puppy>
	<20110415090152.GA3012@gunboat-diplomat.oucs.ox.ac.uk>
Message-ID: <BANLkTinVcrmz9HuprZ2qo-HLRRMGWRsChw@mail.gmail.com>

On Fri, Apr 15, 2011 at 1:01 PM, Dominic Hargreaves
<dominic.hargreaves at oucs.ox.ac.uk> wrote:
> On Fri, Apr 15, 2011 at 12:09:58PM +1000, Jesse Vincent wrote:
>> On Thu 14.Apr'11 at 15:26:33 +0200, V?clav Ovs?k wrote:
>> > SELECT ?* FROM Groups WHERE Instance = ? AND LOWER(Domain) = LOWER(?) AND LOWER(Type) = LOWER(?)
>> >
>> > e.g. one my bind params: 106431 'RT::Ticket-Role' 'Requestor'
>> >
>> > rt=# EXPLAIN ANALYZE SELECT * FROM Groups WHERE Instance = 106431 AND LOWER(Domain) = LOWER('RT::Ticket-Role') AND LOWER(Type) = LOWER('Requestor');
>> > ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ?QUERY PLAN
>>
>> I'd actually consider this a code bug. We shouldn't be LOWER()ing either
>> of those parameters. ?Please open a ticket by mailing
>> rt-bugs at bestpractical.com
>
> There are already a couple of related bugs:
>
> <http://issues.bestpractical.com/Ticket/Display.html?id=8568>
> <http://issues.bestpractical.com/Ticket/Display.html?id=13056>

Updated tickets. Linked them. You can find more tickets over there.

> (linked from
> <http://requesttracker.wikia.com/wiki/DatabaseIndexes> where I
> documented the same index change that I found useful).

Vivek Khera posted his list long time ago and still uses it:
http://issues.bestpractical.com/Ticket/Display.html?id=6059

May be it's on the wiki too, if it's not then may be you can merge it.

As well I've done some review and created a code branch for that:
https://github.com/bestpractical/rt/commit/180dbddc4ca051ab2fb424cf0acb8d08f40c3cb5

As you can see from changes some indexes goes into 4.2, but some are not there.

> More in the thread starting
> <http://lists.bestpractical.com/pipermail/rt-users/2009-November/062329.html>
>
> --
> Dominic Hargreaves, Systems Development and Support Team
> Computing Services, University of Oxford

-- 
Best regards, Ruslan.


From kgermann at fibernetics.ca  Fri Apr 15 18:27:45 2011
From: kgermann at fibernetics.ca (Kris Germann)
Date: Fri, 15 Apr 2011 18:27:45 -0400
Subject: [rt-users] Automatically move queue every x number of days or move
	/ reassign according to priority
In-Reply-To: <mailman.2023.1302646478.17434.rt-users@lists.bestpractical.com>
References: <mailman.2023.1302646478.17434.rt-users@lists.bestpractical.com>
Message-ID: <002501cbfbbc$57b27e10$07177a30$@fibernetics.ca>

Hey everybody,

I was wondering if any of you were aware of any way we could 'auto-escalate'
support tickets. Right now we have three groups in particular we'd need this
for:

Support: General - L1
Support: General - L2 Escalations
Support: General - L3 Escalations

Our support mail is pop'd from our mailserver to Support: General - L1, and
worked on by our Tier 1 staff, and escalated accordingly. This is good, when
it is done; sometimes tickets can be left for days at a time (Over holidays
etc..) and we don't want them being looked at by Tier 1 anymore, but now
Tier 2, as the customer might be waiting a while now and needs immediate
support - Is there a way I could configure my queue-specific scrips to move
tickets from "Support: General - L1" < 3 days old to "Support: General - L2
Escalations", and so on for "Support: General - L3 Escalations" ?

Help is greatly appreciated.

Kris Germann
Fibernetics Corporation
605 Boxwood Drive
Cambridge ON, N3E1A5 




From ruz at bestpractical.com  Fri Apr 15 18:37:48 2011
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Sat, 16 Apr 2011 02:37:48 +0400
Subject: [rt-users] Scrip IsApplicable 298 died. - Can't call method
 "Type" on an undefined value
In-Reply-To: <4DA848E1.90809@eve-team.com>
References: <4DA848E1.90809@eve-team.com>
Message-ID: <BANLkTi=UZZSMsFPxNaVW5UEFnN3PnGk+OQ@mail.gmail.com>

Hi,

In a few words: "a script didn't destroy some tickets in time and now
it's too late to apply batch stage scrips, they just die".

In details. You have a scrip in TransactionBatch stage. You have a
script you run from command line/cron. Scrips in batch stage are
applied when ticket's object is destroyed. Your script changes
ticket(s), however it doesn't destroy object(s) early enough. So batch
stage delayed untill global destruction. During global destruction
code dies as some required objects are destroyed already.

On Fri, Apr 15, 2011 at 5:32 PM, Gerard FENELON <gerard at eve-team.com> wrote:
> Hi
>
> I am using RT 3.8.8.
> From time to time, I see the following errors in rt.log
>
> [Fri Apr 15 07:48:06 2011] [info]: Successful login for xxxxx from
> 00.000.000.00 (/opt/rt3/bin/../lib/RT/Interface/Web.pm:430)
> [Fri Apr 15 07:48:42 2011] [error]: Scrip IsApplicable 298 died. - Can't
> call method "Type" on an undefined value at
> /opt/rt3/bin/../lib/RT/Scrip_Overlay.pm line 399 during global destruction.
> (/opt/rt3/bin/../lib/RT/Scrip_Overlay.pm:417)
> [Fri Apr 15 07:48:42 2011] [error]: Scrip IsApplicable 290 died. - Can't
> call method "Type" on an undefined value at
> /opt/rt3/bin/../lib/RT/Scrip_Overlay.pm line 399 during global destruction.
> (/opt/rt3/bin/../lib/RT/Scrip_Overlay.pm:417)
> [Fri Apr 15 07:48:42 2011] [error]: Scrip IsApplicable 205 died. - Can't
> call method "Type" on an undefined value at
> /opt/rt3/bin/../lib/RT/Scrip_Overlay.pm line 399 during global destruction.
> (/opt/rt3/bin/../lib/RT/Scrip_Overlay.pm:417)
> [Fri Apr 15 07:48:42 2011] [error]: Scrip IsApplicable 282 died. - Can't
> call method "Type" on an undefined value at
> /opt/rt3/bin/../lib/RT/Scrip_Overlay.pm line 399 during global destruction.
> (/opt/rt3/bin/../lib/RT/Scrip_Overlay.pm:417)
> [Fri Apr 15 07:48:42 2011] [error]: Scrip IsApplicable 200 died. - Can't
> call method "Type" on an undefined value at
> /opt/rt3/bin/../lib/RT/Scrip_Overlay.pm line 399 during global destruction.
> (/opt/rt3/bin/../lib/RT/Scrip_Overlay.pm:417)
> [Fri Apr 15 07:48:42 2011] [error]: Scrip IsApplicable 187 died. - Can't
> call method "Type" on an undefined value at
> /opt/rt3/bin/../lib/RT/Scrip_Overlay.pm line 399 during global destruction.
> (/opt/rt3/bin/../lib/RT/Scrip_Overlay.pm:417)
> [Fri Apr 15 07:48:42 2011] [error]: Scrip IsApplicable 178 died. - Can't
> call method "Type" on an undefined value at
> /opt/rt3/bin/../lib/RT/Scrip_Overlay.pm line 399 during global destruction.
> (/opt/rt3/bin/../lib/RT/Scrip_Overlay.pm:417)
> [Fri Apr 15 07:48:42 2011] [error]: Scrip IsApplicable 168 died. - Can't
> call method "Type" on an undefined value at
> /opt/rt3/bin/../lib/RT/Scrip_Overlay.pm line 399 during global destruction.
> (/opt/rt3/bin/../lib/RT/Scrip_Overlay.pm:417)
> [Fri Apr 15 07:48:54 2011] [info]: Successful login for yyyyy from
> 00.000.000.00 (/opt/rt3/bin/../lib/RT/Interface/Web.pm:430)
>
> All these scripts have in common that they are Stage=TransactionBatch
>
> If I look inside Scrip_Overlay.pm, I see
> 397 ? ? ? ? foreach my $TransactionObj ( @Transactions ) {
> 398 ? ? ? ? ? ? # in TxnBatch stage we can select scrips that are not
> applicable to all txns
> 399 ? ? ? ? ? ? my $txn_type = $TransactionObj->Type;
>
> so it looks as if I have an undefined value in @Transactions !?!?
>
> I log all transactions in rt.log and I have not been able to find any
> triggering condition.
>
> Does anyone understand what is happening ?
> How do I start debugging this ?
>
> Thanks
> Gerard
>
>



-- 
Best regards, Ruslan.


From andy.goktas at state.or.us  Fri Apr 15 19:08:48 2011
From: andy.goktas at state.or.us (Andy GOKTAS)
Date: Fri, 15 Apr 2011 16:08:48 -0700
Subject: [rt-users] (no subject)
In-Reply-To: <BANLkTi=UZZSMsFPxNaVW5UEFnN3PnGk+OQ@mail.gmail.com>
References: <4DA848E1.90809@eve-team.com>
	<BANLkTi=UZZSMsFPxNaVW5UEFnN3PnGk+OQ@mail.gmail.com>
Message-ID: <4DA86D8F.649C.00EE.0@PERS.STATE.OR.US>

Hello, 

How do I remove myself from this mailing list?  

Thanks,
Andy Goktas




From kgermann at fibernetics.ca  Fri Apr 15 19:10:32 2011
From: kgermann at fibernetics.ca (Kris Germann)
Date: Fri, 15 Apr 2011 19:10:32 -0400
Subject: [rt-users] (no subject)
In-Reply-To: <4DA86D8F.649C.00EE.0@PERS.STATE.OR.US>
References: <4DA848E1.90809@eve-team.com>	<BANLkTi=UZZSMsFPxNaVW5UEFnN3PnGk+OQ@mail.gmail.com>
	<4DA86D8F.649C.00EE.0@PERS.STATE.OR.US>
Message-ID: <002901cbfbc2$5242d550$f6c87ff0$@fibernetics.ca>

http://lists.bestpractical.com/mailman/listinfo/rt-users

Kris Germann
Fibernetics Corporation
605 Boxwood Drive
Cambridge ON, N3E1A5


-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Andy GOKTAS
Sent: Friday, April 15, 2011 7:09 PM
To: <RT Users Mailing List
Subject: Re: [rt-users] (no subject)

Hello, 

How do I remove myself from this mailing list?  

Thanks,
Andy Goktas





From ruz at bestpractical.com  Fri Apr 15 20:50:58 2011
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Sat, 16 Apr 2011 04:50:58 +0400
Subject: [rt-users] Automatically move queue every x number of days or
 move / reassign according to priority
In-Reply-To: <002501cbfbbc$57b27e10$07177a30$@fibernetics.ca>
References: <mailman.2023.1302646478.17434.rt-users@lists.bestpractical.com>
	<002501cbfbbc$57b27e10$07177a30$@fibernetics.ca>
Message-ID: <BANLkTi=OXwTDr1T+C6iy-E-AzjkvE-LxHA@mail.gmail.com>

Hi,

Sure you can. You need SearchByDates from the wiki, rt-crontool's
documentation and custom action move to queue.

* http://requesttracker.wikia.com/wiki/SearchOnDates
* http://requesttracker.wikia.com/wiki/UseRtCrontool
* http://requesttracker.wikia.com/wiki/CustomActionSnippets#Change_ticket.27s_queue

On Sat, Apr 16, 2011 at 2:27 AM, Kris Germann <kgermann at fibernetics.ca> wrote:
> Hey everybody,
>
> I was wondering if any of you were aware of any way we could 'auto-escalate'
> support tickets. Right now we have three groups in particular we'd need this
> for:
>
> Support: General - L1
> Support: General - L2 Escalations
> Support: General - L3 Escalations
>
> Our support mail is pop'd from our mailserver to Support: General - L1, and
> worked on by our Tier 1 staff, and escalated accordingly. This is good, when
> it is done; sometimes tickets can be left for days at a time (Over holidays
> etc..) and we don't want them being looked at by Tier 1 anymore, but now
> Tier 2, as the customer might be waiting a while now and needs immediate
> support - Is there a way I could configure my queue-specific scrips to move
> tickets from "Support: General - L1" < 3 days old to "Support: General - L2
> Escalations", and so on for "Support: General - L3 Escalations" ?
>
> Help is greatly appreciated.
>
> Kris Germann
> Fibernetics Corporation
> 605 Boxwood Drive
> Cambridge ON, N3E1A5
>
>
>



-- 
Best regards, Ruslan.


From ruz at bestpractical.com  Fri Apr 15 21:50:29 2011
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Sat, 16 Apr 2011 05:50:29 +0400
Subject: [rt-users] issues w/ outbound email to specific addresses
In-Reply-To: <0F6368FDCEAC4F4899E0067FA95E3FA90BF5D46B@mse5be2.mse5.exchange.ms>
References: <0F6368FDCEAC4F4899E0067FA95E3FA90BF5D46B@mse5be2.mse5.exchange.ms>
Message-ID: <BANLkTimFSxfqmPuyBFRA6-ZN4iie-cuUMw@mail.gmail.com>

Hello,

Probably you have some custom code that prevents auto-replies. Check
your scrips.

On Fri, Apr 15, 2011 at 1:57 AM, Sullivan, Rob
<rsullivan at peerlessnetwork.com> wrote:
> RT3.8.9.
>
> We use a 3rd party to handle phone queues and do monitoring of SNMP
> analysis during off hours. ?When this party needs to open a ticket in
> one of several different queues their monitoring software (homebrewed)
> sends an email to one of several sendmail aliases which use mailgate to
> create tickets. ?As the emails all come from the same system they have
> the same return address, noc_staff at vendornoc.com (example). ?The tickets
> are created perfectly fine in all queues. ?However RT sends outbound
> email for new tickets to the reply address only in the General queue, in
> other queues no outbound messages are generated. ?If I test from various
> other (non-vendor) email addresses this works fine in all queues, all
> correspondence is sent as expected- this is only an issue for the
> messages generated by the vendor's ticketing system. ?Any idea what I'm
> overlooking here?
> Thanks,
>
> Rob Sullivan
> Systems Engineer, Peerless Network Inc
> rsullivan at peerlessnetwork.com
> 312-506-0948
>
>
>



-- 
Best regards, Ruslan.


From ruz at bestpractical.com  Fri Apr 15 21:52:24 2011
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Sat, 16 Apr 2011 05:52:24 +0400
Subject: [rt-users] 3.8.10 problems with
	RT-Extension-SpawnLinkedTicketInQueue
In-Reply-To: <20110414214157.GA28420@yakko.bartol.udel.edu>
References: <20110414193954.GA5678@yakko.bartol.udel.edu>
	<20110414195348.GB58388@jibsheet.com>
	<20110414214157.GA28420@yakko.bartol.udel.edu>
Message-ID: <BANLkTimas-ppVWSJZOBEbP3+Jn+x4SDg=w@mail.gmail.com>

Hello,

In case somebody is looking for solution in the mailing list - a new
version has been uploaded to the CPAN that solves the problem.

On Fri, Apr 15, 2011 at 1:41 AM, Daniel De Marco <ddm at bartol.udel.edu> wrote:
> Thank you for the prompt reply. I'll file the bug at rt.cpan.org .
>
> Daniel.
>
> * Kevin Falcone <falcone at bestpractical.com> [04/14/2011 15:53]:
>> On Thu, Apr 14, 2011 at 03:39:54PM -0400, Daniel De Marco wrote:
>> > I just updated to 3.8.10 and RT-Extension-SpawnLinkedTicketInQueue
>> > stopped working. When I click on the Create button I get a 403
>> > Forbidden page: "You don't have permission to access
>> > /Elements/SpawnLinkedTicket on this server".
>> >
>> > Is there anything obvious I missed during the upgrade?
>> > I checked the permissions on the disk and they are fine, but I don't
>> > that's the real reason...
>>
>> As a security measure, RT now blocks access to code in /Elements
>> That extension will need an update
>>
>> Can you file a bug for it on rt.cpan.org? ?You should be able to
>> forward your email to bug-rt-extension-spawnlinkedticketinqueue at
>> rt.cpan.org if I'm remembering the syntax correctly.
>>
>> -kevin
>
>
>



-- 
Best regards, Ruslan.


From ruz at bestpractical.com  Fri Apr 15 21:53:58 2011
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Sat, 16 Apr 2011 05:53:58 +0400
Subject: [rt-users] Ticket in default view
In-Reply-To: <20110414205640.GA3984@obspm.fr>
References: <20110414203328.GK3789@obspm.fr> <20110414205640.GA3984@obspm.fr>
Message-ID: <BANLkTi=YNgtoird-dNVyuZe+-V9LtcK5pg@mail.gmail.com>

On Fri, Apr 15, 2011 at 12:56 AM, Albert Shih <Albert.Shih at obspm.fr> wrote:
> ?Le 14/04/2011 ? 22:33:28+0200, Albert Shih a ?crit
>> Hi all
>>
>> How can I define for every user the "Rows per box" of the "RT at a glance".
>> The default is 10. I would like to put something like infinite or 1000.
>
> I find:
>
> ? ? ? ?Set($DefaultSummaryRows, 500);
>
> in RT_SiteConfig
>
> Thanks to myself ;-)
>
> Sorry for the disturbance

Users may change it via preferences, but only if they have ModifySelf right.

>
> Regards.
>
> --
> Albert SHIH
> DIO batiment 15
> Observatoire de Paris Meudon
> 5 Place Jules Janssen
> 92195 Meudon Cedex
> T?l?phone : 01 45 07 76 26/06 86 69 95 71
> Heure local/Local time:
> jeu 14 avr 2011 22:55:45 CEST
>



-- 
Best regards, Ruslan.


From ruz at bestpractical.com  Fri Apr 15 22:04:55 2011
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Sat, 16 Apr 2011 06:04:55 +0400
Subject: [rt-users] User read only
In-Reply-To: <BANLkTi=BbMCtavyxSNeLKgfjRHtrGjNZqQ@mail.gmail.com>
References: <BANLkTi=BbMCtavyxSNeLKgfjRHtrGjNZqQ@mail.gmail.com>
Message-ID: <BANLkTikhgVix10GrSGu97_MMs97df++kkg@mail.gmail.com>

Hi,

The only way to revoke these rights from Everyone and Priv/Unpriv
groups. Then grant them more precise.

On Thu, Apr 14, 2011 at 10:11 PM, Leonardo Vidal
<vidal.martinez.leonardo at gmail.com> wrote:
> Hi everyone!
>
> I'm using version 3.4.2.
> I need to define a user who has permission to see some queues but not
> to create/modify/comment on tickets from them.
> Any help?
>
> Thanks in advance!
>
> Leonardo.
>



-- 
Best regards, Ruslan.


From mikko.lehto at setera.fi  Sat Apr 16 08:18:18 2011
From: mikko.lehto at setera.fi (Mikko Lehto)
Date: Sat, 16 Apr 2011 15:18:18 +0300
Subject: [rt-users] How to delete saved search
Message-ID: <20110416121818.GF5445@vox.setera.fi>

Hi

I recently managed to somehow create a saved search which contained
invalid ticketSQL query. We are using RT 3.6.7.


When the search was loaded, I was directed to advanced tab with message:
"Error near <QUERY> I'm lost"

When I correct the query, I am not able to save it with the same name
as the Query Builder view does not contain the name of my search which
I just loaded (when caming back from advanced tab with "Apply").
Therefore deleting is also impossible from the web interface as I am immediately
thrown to advanced tab after loading the search.

I don't know how to reproduce this, it is possible that I changed userid
in other browser tab while building the query.


I didn't find quickly whether this is know issue or maybe fixed in some version,
so I decided to delete the search from database and update wiki:
http://requesttracker.wikia.com/wiki/RepairSearches#You_screwed_your_Saved_Search

-- 
Mikko


From kgermann at fibernetics.ca  Sat Apr 16 11:37:18 2011
From: kgermann at fibernetics.ca (Kris Germann)
Date: Sat, 16 Apr 2011 11:37:18 -0400
Subject: [rt-users] Automatically move queue every x number of days or
	move / reassign according to priority
In-Reply-To: <BANLkTi=OXwTDr1T+C6iy-E-AzjkvE-LxHA@mail.gmail.com>
References: <mailman.2023.1302646478.17434.rt-users@lists.bestpractical.com>	<002501cbfbbc$57b27e10$07177a30$@fibernetics.ca>
	<BANLkTi=OXwTDr1T+C6iy-E-AzjkvE-LxHA@mail.gmail.com>
Message-ID: <001801cbfc4c$2b806560$82813020$@fibernetics.ca>

Thank you  Ruslan, this is exactly what I'm looking for.

Kris Germann
Supervisor, Sales & Technical Support
Fibernetics Corporation
freephoneline.ca
605 Boxwood Drive
Cambridge ON, N3E1A5

-----Original Message-----
From: ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] On Behalf Of Ruslan Zakirov
Sent: Friday, April 15, 2011 8:51 PM
To: Kris Germann
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Automatically move queue every x number of days or move / reassign according to priority

Hi,

Sure you can. You need SearchByDates from the wiki, rt-crontool's documentation and custom action move to queue.

* http://requesttracker.wikia.com/wiki/SearchOnDates
* http://requesttracker.wikia.com/wiki/UseRtCrontool
* http://requesttracker.wikia.com/wiki/CustomActionSnippets#Change_ticket.27s_queue

On Sat, Apr 16, 2011 at 2:27 AM, Kris Germann <kgermann at fibernetics.ca> wrote:
> Hey everybody,
>
> I was wondering if any of you were aware of any way we could 'auto-escalate'
> support tickets. Right now we have three groups in particular we'd 
> need this
> for:
>
> Support: General - L1
> Support: General - L2 Escalations
> Support: General - L3 Escalations
>
> Our support mail is pop'd from our mailserver to Support: General - 
> L1, and worked on by our Tier 1 staff, and escalated accordingly. This 
> is good, when it is done; sometimes tickets can be left for days at a 
> time (Over holidays
> etc..) and we don't want them being looked at by Tier 1 anymore, but 
> now Tier 2, as the customer might be waiting a while now and needs 
> immediate support - Is there a way I could configure my queue-specific 
> scrips to move tickets from "Support: General - L1" < 3 days old to 
> "Support: General - L2 Escalations", and so on for "Support: General - L3 Escalations" ?
>
> Help is greatly appreciated.
>
> Kris Germann
> Fibernetics Corporation
> 605 Boxwood Drive
> Cambridge ON, N3E1A5
>
>
>



--
Best regards, Ruslan.



From roman.plessl at oetiker.ch  Sun Apr 17 19:54:04 2011
From: roman.plessl at oetiker.ch (Roman Plessl)
Date: Mon, 18 Apr 2011 01:54:04 +0200 (CEST)
Subject: [rt-users] HTML Comments with RT REST Interface
Message-ID: <alpine.DEB.2.00.1104180150560.31481@wnzrf.brgvxre.pu>

Hi Everybody,

I'm using the REST interface of a large RT 3.8.8 installation to 
communicate and fill in data from a CRM tool.

Is there a possibility to insert HTML comments instead of plain text 
comments with this REST interface?

Does anybody has an example for doing this?


One of the ways I have tried - but unfortunatly not sucessfully - was to 
patch the RT-Client-REST 0.41 code. I have added a MIME::Entity called 
MIMEObj including the HTML comment and passing this through the REST call. 
But my additional ticket comments added with this new code parts are 
always text/plain comments in RT (Interface and DB).

Here are my parts of the patched RT::Client::REST.pm

+use MIME::Entity;
  ...
+sub MakeMIMEEntity () # taken from RT::Interface::Web
  ...
  sub comment {
     my $msg = $self->_valid_comment_message(delete($opts{message}));

     my @objects = ("Ticket", "Action", "Text");
     my %values  = (
         Ticket      => $ticket_id,
         Action      => $action,
         Text        => $msg,
     );

+    if ($opts{'mimeType'} and $opts{'mimeType'} eq 'text/html') {
+       my $MIMEObj = MakeMIMEEntity(
+          Subject => "Hello HTML Comment!",
+          Body    => $msg,
+          Type    => 'text/html',
+       );
+
+       push @objects, "MIMEObj";
+       $values{MIMEObj} = $MIMEObj->as_string;
+    }
+
      my $text = form_compose([[ '', \@objects, \%values, ]]);
      $data{content} = $text;

      $self->_submit("ticket/$ticket_id/comment", \%data);
      return;
}
...


Help is greatly appreciated.

Thanks in advance!

Best regards, Roman

--
Roman Plessl
OETIKER+PARTNER AG
Aarweg 15
CH-4600 Olten




From Albert.Shih at obspm.fr  Mon Apr 18 04:24:56 2011
From: Albert.Shih at obspm.fr (Albert Shih)
Date: Mon, 18 Apr 2011 10:24:56 +0200
Subject: [rt-users] Ticket in default view
In-Reply-To: <BANLkTi=YNgtoird-dNVyuZe+-V9LtcK5pg@mail.gmail.com>
References: <20110414203328.GK3789@obspm.fr> <20110414205640.GA3984@obspm.fr>
	<BANLkTi=YNgtoird-dNVyuZe+-V9LtcK5pg@mail.gmail.com>
Message-ID: <20110418082456.GC54132@obspm.fr>

 Le 16/04/2011 ? 05:53:58+0400, Ruslan Zakirov a ?crit
> On Fri, Apr 15, 2011 at 12:56 AM, Albert Shih <Albert.Shih at obspm.fr> wrote:
> > ?Le 14/04/2011 ? 22:33:28+0200, Albert Shih a ?crit
> >> Hi all
> >>
> >> How can I define for every user the "Rows per box" of the "RT at a glance".
> >> The default is 10. I would like to put something like infinite or 1000.
> >
> > I find:
> >
> > ? ? ? ?Set($DefaultSummaryRows, 500);
> >
> > in RT_SiteConfig
> >
> > Thanks to myself ;-)
> >
> > Sorry for the disturbance
> 
> Users may change it via preferences, but only if they have ModifySelf right.

Thanks.

But without this right the user event cannot change his password...

Regards.

JAS
-- 
Albert SHIH
DIO batiment 15
Observatoire de Paris Meudon
5 Place Jules Janssen
92195 Meudon Cedex
T?l?phone : 01 45 07 76 26/06 86 69 95 71
Heure local/Local time:
lun 18 avr 2011 10:24:12 CEST


From raphael.mouneyres at sagemcom.com  Mon Apr 18 05:04:07 2011
From: raphael.mouneyres at sagemcom.com (=?ISO-8859-1?Q?Rapha=EBl_MOUNEYRES?=)
Date: Mon, 18 Apr 2011 11:04:07 +0200
Subject: [rt-users] multiple files upload not working
Message-ID: <3360_1303117460_4DABFE94_3360_55_4_OF20917162.F81A653E-ONC1257876.003131B7-C1257876.0031D155@sagemcom.com>

hello,

i'm using RT 3.8.8, and added a custom filed type "multiple files upload" 
(french "T?l?charger plusieurs fichiers") to tickets.
It shows correctly on ticket creation, but the popup box allows only 
single file selection. this popup is named (Choisir un fichier ? 
t?l?charger) "choose a file to download".
Upload multiple images has the same wrong behaviour.
Tested with both firefox and IE, and found no related information in the 
mailinglist archives.

Could Someaone help me find the reason ?

Thanks in advance,

Rapha?l
#
" Ce courriel et les documents qui lui sont joints peuvent contenir des
informations confidentielles ou ayant un caract?re priv?. S'ils ne vous sont
pas destin?s, nous vous signalons qu'il est strictement interdit de les
divulguer, de les reproduire ou d'en utiliser de quelque mani?re que ce
soit le contenu. Si ce message vous a ?t? transmis par erreur, merci d'en
informer l'exp?diteur et de supprimer imm?diatement de votre syst?me
informatique ce courriel ainsi que tous les documents qui y sont attach?s."


                               ******

" This e-mail and any attached documents may contain confidential or
proprietary information. If you are not the intended recipient, you are
notified that any dissemination, copying of this e-mail and any attachments
thereto or use of their contents by any means whatsoever is strictly
prohibited. If you have received this e-mail in error, please advise the
sender immediately and delete this e-mail and all attached documents
from your computer system."
#

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From fireskyer at gmx.de  Mon Apr 18 07:07:28 2011
From: fireskyer at gmx.de (john s.)
Date: Mon, 18 Apr 2011 04:07:28 -0700 (PDT)
Subject: [rt-users] RT-Authen-ExternalAuth-0.08 which packages i need for
In-Reply-To: <29634.1302885973@acmgrp.com>
References: <001301cbf9e4$5d35fcb0$17a1f610$@com> <29634.1302885973@acmgrp.com>
Message-ID: <31422830.post@talk.nabble.com>


Greetings  Luis 

okay i have trimmed my config a little bit and now it look like this:


Set($ExternalAuthPriority,  [ ' My_LDAP' ]);
Set($ExternalInfoPriority,  ['My_LDAP']);
#Set($ExternalServiceUsesSSLorTLS,   0 );
Set($AutoCreateNonExternalUsers,    0);


Set($ExternalSettings, {'My_LDAP' => {   ## GENERIC SECTION
                                          'type' => 'ldap',
                                                        'server' => 
'ipserver',
                                                        'user' => 'USER',
                                                        'pass' =>  'pass',
                                                        'base' =>  'ou=OU 
Unit,dc=sb,dc=local',
                                                        'filter'  => 
'(ObjectClass=*)',
                                                        'd_filter' => 
'(userAccountControl=514)'
                                                        # 'tls'    =>  0,
                                                        'ssl_version'  => 
3,
                                                        'net_ldap_args' => [   
version =>  3   ],
                                                        'group'  => 
'Benutzer',
                                                        'group_attr' => 
'GROUP_ATTR',
                                                        'attr_match_list'          
=> [    'Name',
                                                                                           
'EmailAddress',
                                                                                           
],
                                                        'attr_map'                 
=>  {   'Name' => 'sAMAccountName',
                                                                                           
                                                                                         
}
                                                    }

}
);


And now i have also posted the apache logfile, cause this comments the steps
from which lines i had to comment out that apache will start... so thats the
basic without any outlines... and this one doesn't work...
http://pastebin.com/PHpDsi7S http://pastebin.com/PHpDsi7S 

and now the config which let apache  started:

#########RT Authenth#############

Set($ExternalAuthPriority,  [ ' My_LDAP' ]);
Set($ExternalInfoPriority,  ['My_LDAP']);
#Set($ExternalServiceUsesSSLorTLS,   0 );
Set($AutoCreateNonExternalUsers,    0);


Set($ExternalSettings, {'My_LDAP' => {   ## GENERIC SECTION
                                          'type' => 'ldap',
                                                        'server' => 
'192.168.10.40',
                                                        'user' => 'RT-USER',
                                                        'pass' => 
'sl-pg33011',
                                                        'base' =>  'ou=SBAOU 
Unit,dc=sbah,dc=local',
                                                        'filter'  => 
'(ObjectClass=*)',
                                                        'd_filter' => 
'(userAccountControl=514)'
                                                        # 'tls'    =>  0,
                                                       # 'ssl_version'  => 
3,
                                                       # 'net_ldap_args' =>
[    version =>  3   ],
                                                       # 'group'  => 
'Benutzer',
                                                       # 'group_attr' => 
'GROUP_ATTR',
                                                       # 'attr_match_list'          
=> [    'Name',
                                                                                          
# 'EmailAddress',
                                                                                           
# ],
                                                       # 'attr_map'                 
=>  {   'Name' => 'sAMAccountName',
                                                                                          
#'EmailAddress' => 'mail',
                                                                                          
# 'Organization' => 'physicalDeliveryOfficeName',
                                                                                          
# 'RealName' => 'cn',
                                                                                          
# 'ExternalAuthId' => 'sAMAccountName',
                                                                                          
# 'Gecos' => 'sAMAccountName',
                                                                                          
# 'WorkPhone' => 'telephoneNumber',
                                                                                          
# 'Address1' => 'streetAddress',
                                                                                          
# 'City' => 'l',
                                                                                          
# 'State' => 'st',
                                                                                          
# 'Zip' => 'postalCode',
                                                                                          
# 'Country' => 'co'

                                                                                         
}
                                                    }

#}
);


So as far as you can see, the other version with clean comments and # signs
doesn't work.

But i don't know why

or if i walking completely   off the track at the moment ....:-(


Best regards john s.


 



-- 
View this message in context: http://old.nabble.com/Re%3A-RT-Authen-ExternalAuth-0.08-which-packages-i-need-for-tp31388437p31422830.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.



From gerard at eve-team.com  Mon Apr 18 08:26:04 2011
From: gerard at eve-team.com (Gerard FENELON)
Date: Mon, 18 Apr 2011 14:26:04 +0200
Subject: [rt-users] multiple files upload not working
In-Reply-To: <3360_1303117460_4DABFE94_3360_55_4_OF20917162.F81A653E-ONC1257876.003131B7-C1257876.0031D155@sagemcom.com>
References: <3360_1303117460_4DABFE94_3360_55_4_OF20917162.F81A653E-ONC1257876.003131B7-C1257876.0031D155@sagemcom.com>
Message-ID: <4DAC2DDC.9030804@eve-team.com>

Raphael

If you save after uploading one file,
you will be able to upload more.

In other words, you can only upload one file at a time.

Gerard

On 2011-04-18 11:04, Rapha?l MOUNEYRES wrote:
>
> hello,
>
> i'm using RT 3.8.8, and added a custom filed type "multiple files 
> upload" (french "T?l?charger plusieurs fichiers") to tickets.
> It shows correctly on ticket creation, but the popup box allows only 
> single file selection. this popup is named (Choisir un fichier ? 
> t?l?charger) "choose a file to download".
> Upload multiple images has the same wrong behaviour.
> Tested with both firefox and IE, and found no related information in 
> the mailinglist archives.
>
> Could Someaone help me find the reason ?
>
> Thanks in advance,
> Rapha?l

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From wolfram.huettermann at desy.de  Mon Apr 18 08:58:05 2011
From: wolfram.huettermann at desy.de (Wolfram Huettermann)
Date: Mon, 18 Apr 2011 14:58:05 +0200
Subject: [rt-users] Getting the page source code from a generated MASON-File
Message-ID: <4DAC355D.7050008@desy.de>

Hello,

I have got a MASON code from Ticket/foo.html with a mandatory URL 
parameter id, which is set to 11.  You can see the page source code in 
your browser with View->Page Source.  Nevertheless, I want to copy the 
generated code to  /var/tmp/bar11.html; /var/tmp/ is a directory with 
sufficient conditions. If you use $m->comp like I will display in the 
code, it does not work.
The code is:

    use IO::File;
    my $File = new IO::File">/var/tmp/bar$id.html";
    Abort("Could not open file!") unless $File;
   $PageSource = $m->comp("/Ticket/foo.html",  id => $id);
    print $File $PageSource;
   $File->close();

The file  bar11.id  for $id=11 will be created, as everybody can write 
into /var/tmp/, but it is empty. What can I do else, to put the page 
source code of a MASON-file into a temporary file? Or is it just 
impossible?  In CGI it would simply be:

system("foo.pl 'id=$id' > /var/tmp/bar$id.html);


Then you would see the page source code of foo.pl?id=11 in 
/var/tmp/bar11.pl.

Greetings,

Wolfram



From raphael.mouneyres at sagemcom.com  Mon Apr 18 09:06:34 2011
From: raphael.mouneyres at sagemcom.com (=?ISO-8859-1?Q?Rapha=EBl_MOUNEYRES?=)
Date: Mon, 18 Apr 2011 15:06:34 +0200
Subject: [rt-users] multiple files upload not working
Message-ID: <23842_1303131999_4DAC375F_23842_74_6_OF89B9FF06.ECCB3C93-ONC1257876.0047FD74-C1257876.004803C7@sagemcom.com>

Gerard, thanks for your answer
yes this method is working but some technicians complain that it's too 
long, and as this nultiple option exist, i'd be happy to mak it work 
correctly.

Rapha?l




Gerard FENELON <gerard at eve-team.com> 
Envoy? par : rt-users-bounces at lists.bestpractical.com
18/04/2011 14:26

A
rt-users at lists.bestpractical.com
cc

Objet
Re: [rt-users] multiple files upload not working






Raphael 

If you save after uploading one file,
you will be able to upload more.

In other words, you can only upload one file at a time.

Gerard

On 2011-04-18 11:04, Rapha?l MOUNEYRES wrote: 

hello, 

i'm using RT 3.8.8, and added a custom filed type "multiple files upload" 
(french "T?l?charger plusieurs fichiers") to tickets. 
It shows correctly on ticket creation, but the popup box allows only 
single file selection. this popup is named (Choisir un fichier ? 
t?l?charger) "choose a file to download". 
Upload multiple images has the same wrong behaviour. 
Tested with both firefox and IE, and found no related information in the 
mailinglist archives. 

Could Someaone help me find the reason ?

Thanks in advance, 
Rapha?l


#
" Ce courriel et les documents qui lui sont joints peuvent contenir des
informations confidentielles ou ayant un caract?re priv?. S'ils ne vous sont
pas destin?s, nous vous signalons qu'il est strictement interdit de les
divulguer, de les reproduire ou d'en utiliser de quelque mani?re que ce
soit le contenu. Si ce message vous a ?t? transmis par erreur, merci d'en
informer l'exp?diteur et de supprimer imm?diatement de votre syst?me
informatique ce courriel ainsi que tous les documents qui y sont attach?s."


                               ******

" This e-mail and any attached documents may contain confidential or
proprietary information. If you are not the intended recipient, you are
notified that any dissemination, copying of this e-mail and any attachments
thereto or use of their contents by any means whatsoever is strictly
prohibited. If you have received this e-mail in error, please advise the
sender immediately and delete this e-mail and all attached documents
from your computer system."
#

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From fireskyer at gmx.de  Mon Apr 18 09:18:46 2011
From: fireskyer at gmx.de (john s.)
Date: Mon, 18 Apr 2011 06:18:46 -0700 (PDT)
Subject: [rt-users] RT-Authen-ExternalAuth-0.08 which packages i need for
In-Reply-To: <31422830.post@talk.nabble.com>
References: <001301cbf9e4$5d35fcb0$17a1f610$@com>
	<29634.1302885973@acmgrp.com> <31422830.post@talk.nabble.com>
Message-ID: <31423760.post@talk.nabble.com>


Addition:

So i have make an tracelog over port 389 with tcpdump....

The Result:

No request is going out if I try to authorize on RT 

so i think the plugin doesn't work anymore ...


best regards john s.




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From houcem.hachicha at gmail.com  Mon Apr 18 09:13:59 2011
From: houcem.hachicha at gmail.com (Houcem HACHICHA)
Date: Mon, 18 Apr 2011 14:13:59 +0100
Subject: [rt-users] Display ticket creation time in another language
Message-ID: <BANLkTiknsRVOtipELg8g8Qduy0MRJXPXLQ@mail.gmail.com>

Hello all,

I'm trying to display a ticket creation time on an RT email template. I used
the following:
*{$Transaction->CreatedAsString}*

And I got the following in the email: Mon Apr 18 13:06:23 2011 ; which is
indeed the ticket creation time.

Is it possible to get the ticket creation time in another language? Say
French?


Thanks in advance
-- 
*Regards,
Houcem*
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From lavendano at acmgrp.com  Mon Apr 18 09:26:11 2011
From: lavendano at acmgrp.com (=?iso-8859-1?Q?Luis_Avenda=F1o?=)
Date: Mon, 18 Apr 2011 08:56:11 -0430
Subject: [rt-users] RT-Authen-ExternalAuth-0.08 which packages i need for
In-Reply-To: <mailman.2296.1303131500.17434.rt-users@lists.bestpractical.com>
References: <mailman.2296.1303131500.17434.rt-users@lists.bestpractical.com>
Message-ID: <000001cbfdcc$3137d750$93a785f0$@com>

Hi John,

It looks that you missed a comma after 'd_filter' =>
'(userAccountControl=514)'

In addition, please check you settings here

	'attr_map' =>  {   'Name' => 'sAMAccountName',...
 

Nothing else to match? If so, just to be sure, please delete the comma after
'sAMAccountName'.

Finally, I would recommend you to comment 'ssl_version'  => 3,

After you get this configuration to work, then you can "play" with the SSL
configuration.

Good luck,

Best,


-----


   4. Re: RT-Authen-ExternalAuth-0.08 which packages i need for
      (john s.)

Message: 4
Date: Mon, 18 Apr 2011 04:07:28 -0700 (PDT)
From: "john s." <fireskyer at gmx.de>
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] RT-Authen-ExternalAuth-0.08 which packages i
	need for
Message-ID: <31422830.post at talk.nabble.com>
Content-Type: text/plain; charset=us-ascii


Greetings  Luis 

okay i have trimmed my config a little bit and now it look like this:


Set($ExternalAuthPriority,  [ ' My_LDAP' ]);
Set($ExternalInfoPriority,  ['My_LDAP']);
#Set($ExternalServiceUsesSSLorTLS,   0 );
Set($AutoCreateNonExternalUsers,    0);


Set($ExternalSettings, {'My_LDAP' => {   ## GENERIC SECTION
                                          'type' => 'ldap',
                                                        'server' => 
'ipserver',
                                                        'user' => 'USER',
                                                        'pass' =>  'pass',
                                                        'base' =>  'ou=OU 
Unit,dc=sb,dc=local',
                                                        'filter'  => 
'(ObjectClass=*)',
                                                        'd_filter' => 
'(userAccountControl=514)'
                                                        # 'tls'    =>  0,
                                                        'ssl_version'  => 
3,
                                                        'net_ldap_args' => [

version =>  3   ],
                                                        'group'  => 
'Benutzer',
                                                        'group_attr' => 
'GROUP_ATTR',
                                                        'attr_match_list'

=> [    'Name',
 

'EmailAddress',
 

],
                                                        'attr_map'

=>  {   'Name' => 'sAMAccountName',
 

 

}
                                                    }

}
);


And now i have also posted the apache logfile, cause this comments the steps
from which lines i had to comment out that apache will start... so thats the
basic without any outlines... and this one doesn't work...
http://pastebin.com/PHpDsi7S http://pastebin.com/PHpDsi7S 

and now the config which let apache  started:

#########RT Authenth#############

Set($ExternalAuthPriority,  [ ' My_LDAP' ]);
Set($ExternalInfoPriority,  ['My_LDAP']);
#Set($ExternalServiceUsesSSLorTLS,   0 );
Set($AutoCreateNonExternalUsers,    0);


Set($ExternalSettings, {'My_LDAP' => {   ## GENERIC SECTION
                                          'type' => 'ldap',
                                                        'server' => 
'192.168.10.40',
                                                        'user' => 'RT-USER',
                                                        'pass' => 
'sl-pg33011',
                                                        'base' =>  'ou=SBAOU

Unit,dc=sbah,dc=local',
                                                        'filter'  => 
'(ObjectClass=*)',
                                                        'd_filter' => 
'(userAccountControl=514)'
                                                        # 'tls'    =>  0,
                                                       # 'ssl_version'  => 
3,
                                                       # 'net_ldap_args' =>
[    version =>  3   ],
                                                       # 'group'  => 
'Benutzer',
                                                       # 'group_attr' => 
'GROUP_ATTR',
                                                       # 'attr_match_list'

=> [    'Name',
 

# 'EmailAddress',
 

# ],
                                                       # 'attr_map'

=>  {   'Name' => 'sAMAccountName',
 

#'EmailAddress' => 'mail',
 

# 'Organization' => 'physicalDeliveryOfficeName',
 

# 'RealName' => 'cn',
 

# 'ExternalAuthId' => 'sAMAccountName',
 

# 'Gecos' => 'sAMAccountName',
 

# 'WorkPhone' => 'telephoneNumber',
 

# 'Address1' => 'streetAddress',
 

# 'City' => 'l',
 

# 'State' => 'st',
 

# 'Zip' => 'postalCode',
 

# 'Country' => 'co'

 

}
                                                    }

#}
);


So as far as you can see, the other version with clean comments and # signs
doesn't work.

But i don't know why

or if i walking completely   off the track at the moment ....:-(


Best regards john s.


 



-- 
View this message in context:
http://old.nabble.com/Re%3A-RT-Authen-ExternalAuth-0.08-which-packages-i-nee
d-for-tp31388437p31422830.html
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------------------------------

____________________________________________________________________________
________
Luis Avenda?o



From Albert.Shih at obspm.fr  Mon Apr 18 09:48:31 2011
From: Albert.Shih at obspm.fr (Albert Shih)
Date: Mon, 18 Apr 2011 15:48:31 +0200
Subject: [rt-users] How to create ticket to others.
Message-ID: <20110418134831.GR55286@obspm.fr>

Hi all.

I would like to use our RT to track everything. 

When someone outside our team ask us a question, everything work fine. 

But we like to use RT to track our questions to somebody not in our team.

Classically we send a email to ?somebody?, put our team aliases in the CC,
and that's all. But off course we don't have anything to track this. 

Now if we want to use RT and put the rt-mailgate-adresse in the CC it's not
really working because the answer come from ?somebody? is go directly to
the RT and create a new ticket. 

We can create a ticket directly from the web interface and put in the 
Requestor list ?somebody?. But our team don't like web interface and that's
sound strange to put ?somebody? in the requestors-list. 

or can put the ?somebody? in the CC list. But again we don't like web
interface.

So : how can I manage that ? 

The best solution is 

	when the requestor send a ticket and if the requestor is in the
	AdminCC list then automaticaly put the others (in To: or CC:) in
	the CC for this ticket.

Regards.

JAS





-- 
Albert SHIH
DIO batiment 15
Observatoire de Paris Meudon
5 Place Jules Janssen
92195 Meudon Cedex
T?l?phone : 01 45 07 76 26/06 86 69 95 71
Heure local/Local time:
lun 18 avr 2011 15:41:13 CEST


From raphael.mouneyres at sagemcom.com  Mon Apr 18 09:53:33 2011
From: raphael.mouneyres at sagemcom.com (=?ISO-8859-1?Q?Rapha=EBl_MOUNEYRES?=)
Date: Mon, 18 Apr 2011 15:53:33 +0200
Subject: [rt-users] RT-Authen-ExternalAuth-0.08 which packages i need for
In-Reply-To: <000001cbfdcc$3137d750$93a785f0$@com>
Message-ID: <5857_1303134817_4DAC4261_5857_38_1_OF3BE451CC.5D7ABBE7-ONC1257876.004C2B95-C1257876.004C50F9@sagemcom.com>

you also have a space befor My_LDAP here, wich does not match the later 
defined service
>>Set($ExternalAuthPriority,  [ ' My_LDAP' ]);
>>...
>>Set($ExternalSettings, {'My_LDAP' => {




Luis Avenda?o <lavendano at acmgrp.com> 
Envoy? par : rt-users-bounces at lists.bestpractical.com
18/04/2011 15:32

A
<rt-users at lists.bestpractical.com>
cc

Objet
Re: [rt-users] RT-Authen-ExternalAuth-0.08 which packages i need for






Hi John,

It looks that you missed a comma after 'd_filter' =>
'(userAccountControl=514)'

In addition, please check you settings here

                 'attr_map' =>  {   'Name' => 'sAMAccountName',...
 

Nothing else to match? If so, just to be sure, please delete the comma 
after
'sAMAccountName'.

Finally, I would recommend you to comment 'ssl_version'  => 3,

After you get this configuration to work, then you can "play" with the SSL
configuration.

Good luck,

Best,


-----


   4. Re: RT-Authen-ExternalAuth-0.08 which packages i need for
      (john s.)

Message: 4
Date: Mon, 18 Apr 2011 04:07:28 -0700 (PDT)
From: "john s." <fireskyer at gmx.de>
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] RT-Authen-ExternalAuth-0.08 which packages i
                 need for
Message-ID: <31422830.post at talk.nabble.com>
Content-Type: text/plain; charset=us-ascii


Greetings  Luis 

okay i have trimmed my config a little bit and now it look like this:


Set($ExternalAuthPriority,  [ ' My_LDAP' ]);
Set($ExternalInfoPriority,  ['My_LDAP']);
#Set($ExternalServiceUsesSSLorTLS,   0 );
Set($AutoCreateNonExternalUsers,    0);


Set($ExternalSettings, {'My_LDAP' => {   ## GENERIC SECTION
                                          'type' => 'ldap',
                                                        'server' => 
'ipserver',
                                                        'user' => 'USER',
                                                        'pass' =>  'pass',
                                                        'base' =>  'ou=OU 
Unit,dc=sb,dc=local',
                                                        'filter'  => 
'(ObjectClass=*)',
                                                        'd_filter' => 
'(userAccountControl=514)'
                                                        # 'tls'    =>  0,
                                                        'ssl_version'  => 
3,
                                                        'net_ldap_args' => 
[

version =>  3   ],
                                                        'group'  => 
'Benutzer',
                                                        'group_attr' => 
'GROUP_ATTR',
                                                        'attr_match_list'

=> [    'Name',
 

'EmailAddress',
 

],
                                                        'attr_map'

=>  {   'Name' => 'sAMAccountName',
 

 

}
                                                    }

}
);


And now i have also posted the apache logfile, cause this comments the 
steps
from which lines i had to comment out that apache will start... so thats 
the
basic without any outlines... and this one doesn't work...
http://pastebin.com/PHpDsi7S http://pastebin.com/PHpDsi7S 

and now the config which let apache  started:

#########RT Authenth#############

Set($ExternalAuthPriority,  [ ' My_LDAP' ]);
Set($ExternalInfoPriority,  ['My_LDAP']);
#Set($ExternalServiceUsesSSLorTLS,   0 );
Set($AutoCreateNonExternalUsers,    0);


Set($ExternalSettings, {'My_LDAP' => {   ## GENERIC SECTION
                                          'type' => 'ldap',
                                                        'server' => 
'192.168.10.40',
                                                        'user' => 
'RT-USER',
                                                        'pass' => 
'sl-pg33011',
                                                        'base' => 
'ou=SBAOU

Unit,dc=sbah,dc=local',
                                                        'filter'  => 
'(ObjectClass=*)',
                                                        'd_filter' => 
'(userAccountControl=514)'
                                                        # 'tls'    =>  0,
                                                       # 'ssl_version'  => 

3,
                                                       # 'net_ldap_args' 
=>
[    version =>  3   ],
                                                       # 'group'  => 
'Benutzer',
                                                       # 'group_attr' => 
'GROUP_ATTR',
                                                       # 'attr_match_list'

=> [    'Name',
 

# 'EmailAddress',
 

# ],
                                                       # 'attr_map'

=>  {   'Name' => 'sAMAccountName',
 

#'EmailAddress' => 'mail',
 

# 'Organization' => 'physicalDeliveryOfficeName',
 

# 'RealName' => 'cn',
 

# 'ExternalAuthId' => 'sAMAccountName',
 

# 'Gecos' => 'sAMAccountName',
 

# 'WorkPhone' => 'telephoneNumber',
 

# 'Address1' => 'streetAddress',
 

# 'City' => 'l',
 

# 'State' => 'st',
 

# 'Zip' => 'postalCode',
 

# 'Country' => 'co'

 

}
                                                    }

#}
);


So as far as you can see, the other version with clean comments and # 
signs
doesn't work.

But i don't know why

or if i walking completely   off the track at the moment ....:-(


Best regards john s.


 



-- 
View this message in context:
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d-for-tp31388437p31422830.html
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------------------------------

____________________________________________________________________________
________
Luis Avenda?o



#
" Ce courriel et les documents qui lui sont joints peuvent contenir des
informations confidentielles ou ayant un caract?re priv?. S'ils ne vous sont
pas destin?s, nous vous signalons qu'il est strictement interdit de les
divulguer, de les reproduire ou d'en utiliser de quelque mani?re que ce
soit le contenu. Si ce message vous a ?t? transmis par erreur, merci d'en
informer l'exp?diteur et de supprimer imm?diatement de votre syst?me
informatique ce courriel ainsi que tous les documents qui y sont attach?s."


                               ******

" This e-mail and any attached documents may contain confidential or
proprietary information. If you are not the intended recipient, you are
notified that any dissemination, copying of this e-mail and any attachments
thereto or use of their contents by any means whatsoever is strictly
prohibited. If you have received this e-mail in error, please advise the
sender immediately and delete this e-mail and all attached documents
from your computer system."
#

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From Albert.Shih at obspm.fr  Mon Apr 18 09:57:55 2011
From: Albert.Shih at obspm.fr (Albert Shih)
Date: Mon, 18 Apr 2011 15:57:55 +0200
Subject: [rt-users] rt-mailcommand
Message-ID: <20110418135755.GV55286@obspm.fr>

Hi all

Not very important thing but....

When I using RT-Extension-CommandByMail is they're any way to drop the
command in the mail ? I mean when I send a ticket and add those commands, I
don't think it's useful for the requestor. 

Regards.

JAS
-- 
Albert SHIH
DIO batiment 15
Observatoire de Paris Meudon
5 Place Jules Janssen
92195 Meudon Cedex
T?l?phone : 01 45 07 76 26/06 86 69 95 71
Heure local/Local time:
lun 18 avr 2011 15:56:38 CEST


From chris-barnes at tamu.edu  Mon Apr 18 10:01:47 2011
From: chris-barnes at tamu.edu (Chris Barnes)
Date: Mon, 18 Apr 2011 09:01:47 -0500
Subject: [rt-users] "bouncing" a ticket out of RT
Message-ID: <4DAC444B.4040508@tamu.edu>

This is a "I wish RT had this function" email.  Can it go on the "wish 
list" for the next version?    :-)



We use RT as a "computing help desk ticket system"- with a generic email 
address for our entire group.  This way users only need to learn a 
single email address for computing questions.   This works very well as 
90% of the email that comes in are support requests.

About 5% of the email that comes in is spam.  Eh... I can live with that 
(it's easy enough to set the status to "deleted" and move on).



This email is about that other 5% - those messages which are meant for 
one of the IT folks directly (eg. administrivia within the dept).  What 
I wish RT had was a "bounce/redirect" function (in pine/Thunderbird 
addon terms).  Basically a way I could redirect the email message to 
another address.

Note that this is similar to a forward.  But a standard forward creates 
a whole new set of headers, where the message comes FROM the 
intermediate person (in this case, RT).  A redirect forwards the 
message, but leaves the headers completely intact - such that the new 
recipient sees the message as if it came from the original person.

-- 
Chris Barnes                           AOL IM: CNBarnes
chris-barnes at tamu.edu                Yahoo IM: chrisnbarnes
Computer Systems Manager               MSN IM: chris at txbarnes.com
Department of Physics                      ph: 979-845-1379
Texas A&M University                      fax: 979-845-2590


From fireskyer at gmx.de  Mon Apr 18 11:42:48 2011
From: fireskyer at gmx.de (john s.)
Date: Mon, 18 Apr 2011 08:42:48 -0700 (PDT)
Subject: [rt-users] RT-Authen-ExternalAuth-0.08 which packages i need for
In-Reply-To: <5857_1303134817_4DAC4261_5857_38_1_OF3BE451CC.5D7ABBE7-ONC1257876.004C2B95-C1257876.004C50F9@sagemcom.com>
References: <001301cbf9e4$5d35fcb0$17a1f610$@com>
	<000001cbfdcc$3137d750$93a785f0$@com>
	<5857_1303134817_4DAC4261_5857_38_1_OF3BE451CC.5D7ABBE7-ONC1257876.004C2B95-C1257876.004C50F9@sagemcom.com>
Message-ID: <31425121.post@talk.nabble.com>



Greetign Raphael i have changed this ... and nothing happens ...


here is an outline from my apachelogfile: 

[Mon Apr 18 15:33:33 2011] [debug]: Attempting to use external auth service:
My_LDAP
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:64)
[Mon Apr 18 15:33:33 2011] [debug]: Calling UserExists with $username
(RT-USER) and $service (My_LDAP)
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:105)
[Mon Apr 18 15:33:33 2011] [debug]: UserExists params:
username: RT-USER , service: My_LDAP
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:274)
[Mon Apr 18 15:33:33 2011] [debug]: LDAP Search ===  Base: ou=SBAOU 
Unit,dc=srv41,dc=sbah,dc=local == Filter:
(&(ObjectClass=*)(sAMAccountName=RT-USER)) == Attrs: cn,sAMAccountName
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:304)
[Mon Apr 18 15:33:33 2011] [debug]: User Check Failed :: ( My_LDAP ) RT-USER
User not found
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:318)
[Mon Apr 18 15:33:33 2011] [debug]: Autohandler called ExternalAuth.
Response: (0, No User)
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Elements/DoAuth:26)
[Mon Apr 18 15:33:33 2011] [error]: FAILED LOGIN for RT-USER from
192.168.112.1 (/opt/rt3/bin/../lib/RT/Interface/Web.pm:424)
[Mon Apr 18 15:33:33 2011] [debug]: Attempting to use external auth service:
My_LDAP
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:64)
[Mon Apr 18 15:33:33 2011] [debug]: SSO Failed and no user to test with.
Nexting
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:92)
[Mon Apr 18 15:33:33 2011] [debug]: Autohandler called ExternalAuth.
Response: (0, No User)
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Elements/DoAuth:26)
[Mon Apr 18 15:33:34 2011] [debug]: Attempting to use external auth service:
My_LDAP
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:64)
[Mon Apr 18 15:33:34 2011] [debug]: SSO Failed and no user to test with.
Nexting
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:92)
[Mon Apr 18 15:33:34 2011] [debug]: Autohandler called ExternalAuth.
Response: (0, No User) (/opt/rt3/local/



so as far as i can see he find the user ... but the user check fails.... but
i don't know what does it mean  exactly 

ps: i thought perl doesn't pay much attention on spaces ....


best regards john s. 


-- 
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From houcem.hachicha at gmail.com  Mon Apr 18 11:54:56 2011
From: houcem.hachicha at gmail.com (Houcem HACHICHA)
Date: Mon, 18 Apr 2011 16:54:56 +0100
Subject: [rt-users] Restoring AUTO_INCREMENT in Tickets table
Message-ID: <BANLkTikeFc39jOHoogfkwJ0AZkrO=Qaabw@mail.gmail.com>

Hi,

I have a Queue with 30 tickets. I wanted to delete all the tickets so I used
shredder extension. All good, except that now when I create a new ticket,
its number is #31.
Is it safe to run a "ALTER TABLE Tickets AUTO_INCREMENT = 1" in order to
create new tickets in that Queue with numbers < 30 ? In your opinion will
this actually break something with RT?

Thank you very much,

-- 
*Regards,
Houcem*
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From lavendano at acmgrp.com  Mon Apr 18 12:32:33 2011
From: lavendano at acmgrp.com (=?iso-8859-1?Q?Luis_Avenda=F1o?=)
Date: Mon, 18 Apr 2011 12:02:33 -0430
Subject: [rt-users] RT-Users Digest, Vol 85, Issue 50
In-Reply-To: <mailman.1.1303142401.16289.rt-users@lists.bestpractical.com>
References: <mailman.1.1303142401.16289.rt-users@lists.bestpractical.com>
Message-ID: <000901cbfde6$395a3670$ac0ea350$@com>

Hi John,

It looks that you are almost there. You overcame the site_config issue.

I don't recall you RT version. However, please install the new
RT-Authen-ExternalAuth-0.08.

You can download it from:
http://search.cpan.org/CPAN/authors/id/F/FA/FALCONE/RT-Authen-ExternalAuth-0
.08_01.tar.gz

This might solve the issue you are having.

Best,

____________________________________________________________________________
________
Luis Avenda?o
Grupo Latinoamericano ACM 


Message: 3
Date: Mon, 18 Apr 2011 08:42:48 -0700 (PDT)
From: "john s." <fireskyer at gmx.de>
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] RT-Authen-ExternalAuth-0.08 which packages i
	need for
Message-ID: <31425121.post at talk.nabble.com>
Content-Type: text/plain; charset=us-ascii



Greetign Raphael i have changed this ... and nothing happens ...


here is an outline from my apachelogfile: 

[Mon Apr 18 15:33:33 2011] [debug]: Attempting to use external auth service:
My_LDAP
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm
:64)
[Mon Apr 18 15:33:33 2011] [debug]: Calling UserExists with $username
(RT-USER) and $service (My_LDAP)
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm
:105)
[Mon Apr 18 15:33:33 2011] [debug]: UserExists params:
username: RT-USER , service: My_LDAP
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LD
AP.pm:274)
[Mon Apr 18 15:33:33 2011] [debug]: LDAP Search ===  Base: ou=SBAOU 
Unit,dc=srv41,dc=sbah,dc=local == Filter:
(&(ObjectClass=*)(sAMAccountName=RT-USER)) == Attrs: cn,sAMAccountName
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LD
AP.pm:304)
[Mon Apr 18 15:33:33 2011] [debug]: User Check Failed :: ( My_LDAP ) RT-USER
User not found
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LD
AP.pm:318)
[Mon Apr 18 15:33:33 2011] [debug]: Autohandler called ExternalAuth.
Response: (0, No User)
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Elements/DoAuth:26)
[Mon Apr 18 15:33:33 2011] [error]: FAILED LOGIN for RT-USER from
192.168.112.1 (/opt/rt3/bin/../lib/RT/Interface/Web.pm:424)
[Mon Apr 18 15:33:33 2011] [debug]: Attempting to use external auth service:
My_LDAP
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm
:64)
[Mon Apr 18 15:33:33 2011] [debug]: SSO Failed and no user to test with.
Nexting
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm
:92)
[Mon Apr 18 15:33:33 2011] [debug]: Autohandler called ExternalAuth.
Response: (0, No User)
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Elements/DoAuth:26)
[Mon Apr 18 15:33:34 2011] [debug]: Attempting to use external auth service:
My_LDAP
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm
:64)
[Mon Apr 18 15:33:34 2011] [debug]: SSO Failed and no user to test with.
Nexting
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm
:92)
[Mon Apr 18 15:33:34 2011] [debug]: Autohandler called ExternalAuth.
Response: (0, No User) (/opt/rt3/local/



so as far as i can see he find the user ... but the user check fails.... but
i don't know what does it mean  exactly 

ps: i thought perl doesn't pay much attention on spaces ....


best regards john s. 


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http://old.nabble.com/Re%3A-RT-Authen-ExternalAuth-0.08-which-packages-i-nee
d-for-tp31388437p31425121.html
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From kfcrocker at lbl.gov  Mon Apr 18 12:44:57 2011
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Mon, 18 Apr 2011 09:44:57 -0700
Subject: [rt-users] How to delete saved search
In-Reply-To: <20110416121818.GF5445@vox.setera.fi>
References: <20110416121818.GF5445@vox.setera.fi>
Message-ID: <BANLkTin17+eJtKFPLe76pwxjjbQ56ZMMKw@mail.gmail.com>

Mikko,

You can do it by looking at the DataBase. Try some SQL that looks something
like this:

select *
from ATTRIBUTES
where Name = 'SavedSearch'
  and ObjectType = 'RT::Group';

Then find the one that matches your saved search and the ObjectId will be
the same as the Group ID. Look up the Group name by using that Group Id.
Then you can go into RT, join that group, load/delete that search.

Hope this helps.

Kenn
LBNL

On Sat, Apr 16, 2011 at 5:18 AM, Mikko Lehto <mikko.lehto at setera.fi> wrote:

> Hi
>
> I recently managed to somehow create a saved search which contained
> invalid ticketSQL query. We are using RT 3.6.7.
>
>
> When the search was loaded, I was directed to advanced tab with message:
> "Error near <QUERY> I'm lost"
>
> When I correct the query, I am not able to save it with the same name
> as the Query Builder view does not contain the name of my search which
> I just loaded (when caming back from advanced tab with "Apply").
> Therefore deleting is also impossible from the web interface as I am
> immediately
> thrown to advanced tab after loading the search.
>
> I don't know how to reproduce this, it is possible that I changed userid
> in other browser tab while building the query.
>
>
> I didn't find quickly whether this is know issue or maybe fixed in some
> version,
> so I decided to delete the search from database and update wiki:
>
> http://requesttracker.wikia.com/wiki/RepairSearches#You_screwed_your_Saved_Search
>
> --
> Mikko
>
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From kfcrocker at lbl.gov  Mon Apr 18 12:55:56 2011
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Mon, 18 Apr 2011 09:55:56 -0700
Subject: [rt-users] How to create ticket to others.
In-Reply-To: <20110418134831.GR55286@obspm.fr>
References: <20110418134831.GR55286@obspm.fr>
Message-ID: <BANLkTi=EDSZD60XRGB-DBT0cwChafV86dg@mail.gmail.com>

Albert,

I'm not quite sure if I understand your question, but I think you want to be
able to create tickets for people "outside" your group/organization for
questions, etc. My suggestion is to create new Queues for the various
groups/organizations you are referring to. Then send email to those Queues
for your questions. When you configure those Queues, make sure you set the
watchers up to be those you want to hear from and make sure those Queues are
ONLY executing notification scrips specific to those needs to those
watchers. When those watchers do a "reply" to the email RT sent (when the
ticket was created), RT will keep track of those responses and as the
"Requestor", you will get a copy of their response (provided you have that
scrip working in that Queue.

Hope this helps.

Kenn
LBNL

On Mon, Apr 18, 2011 at 6:48 AM, Albert Shih <Albert.Shih at obspm.fr> wrote:

> Hi all.
>
> I would like to use our RT to track everything.
>
> When someone outside our team ask us a question, everything work fine.
>
> But we like to use RT to track our questions to somebody not in our team.
>
> Classically we send a email to ?somebody?, put our team aliases in the CC,
> and that's all. But off course we don't have anything to track this.
>
> Now if we want to use RT and put the rt-mailgate-adresse in the CC it's not
> really working because the answer come from ?somebody? is go directly to
> the RT and create a new ticket.
>
> We can create a ticket directly from the web interface and put in the
> Requestor list ?somebody?. But our team don't like web interface and that's
> sound strange to put ?somebody? in the requestors-list.
>
> or can put the ?somebody? in the CC list. But again we don't like web
> interface.
>
> So : how can I manage that ?
>
> The best solution is
>
>        when the requestor send a ticket and if the requestor is in the
>        AdminCC list then automaticaly put the others (in To: or CC:) in
>        the CC for this ticket.
>
> Regards.
>
> JAS
>
>
>
>
>
> --
> Albert SHIH
> DIO batiment 15
> Observatoire de Paris Meudon
> 5 Place Jules Janssen
> 92195 Meudon Cedex
> T?l?phone : 01 45 07 76 26/06 86 69 95 71
> Heure local/Local time:
> lun 18 avr 2011 15:41:13 CEST
>
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From kfcrocker at lbl.gov  Mon Apr 18 12:58:24 2011
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Mon, 18 Apr 2011 09:58:24 -0700
Subject: [rt-users] rt-mailcommand
In-Reply-To: <20110418135755.GV55286@obspm.fr>
References: <20110418135755.GV55286@obspm.fr>
Message-ID: <BANLkTi=T4Kv9U7=prgxKmVNFiPgpHHRA9Q@mail.gmail.com>

Albert,

Try creating different Templates that do NOT show that info and use those
templates for the Queues where you are using CommandByMail. If you are using
CBM for all your Queues, then just modify the templates to show the info you
want.

Kenn
LBNL

On Mon, Apr 18, 2011 at 6:57 AM, Albert Shih <Albert.Shih at obspm.fr> wrote:

> Hi all
>
> Not very important thing but....
>
> When I using RT-Extension-CommandByMail is they're any way to drop the
> command in the mail ? I mean when I send a ticket and add those commands, I
> don't think it's useful for the requestor.
>
> Regards.
>
> JAS
> --
> Albert SHIH
> DIO batiment 15
> Observatoire de Paris Meudon
> 5 Place Jules Janssen
> 92195 Meudon Cedex
> T?l?phone : 01 45 07 76 26/06 86 69 95 71
> Heure local/Local time:
> lun 18 avr 2011 15:56:38 CEST
>
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From Albert.Shih at obspm.fr  Mon Apr 18 15:59:45 2011
From: Albert.Shih at obspm.fr (Albert Shih)
Date: Mon, 18 Apr 2011 21:59:45 +0200
Subject: [rt-users] rt-mailcommand
In-Reply-To: <BANLkTi=T4Kv9U7=prgxKmVNFiPgpHHRA9Q@mail.gmail.com>
References: <20110418135755.GV55286@obspm.fr>
	<BANLkTi=T4Kv9U7=prgxKmVNFiPgpHHRA9Q@mail.gmail.com>
Message-ID: <20110418195945.GA57194@obspm.fr>

 Le 18/04/2011 ? 09:58:24-0700, Kenneth Crocker a ?crit
Thanks...but

> Try creating different Templates that do NOT show that info and use those
> templates for the Queues where you are using CommandByMail. If you are using
> CBM for all your Queues, then just modify the templates to show the info you
> want.

I'm not sure I known how to do that....(no...I don't knwon)...

If I create a template who need the body of the mail, but not the CBM
lines, in the template (standard) I have this : 

	{$Transaction->Content()}

but in this they are the CBM too. Of course I can do something like "grep
-v" (event I don't known how to do that in perl/RT...) but that's not very
good because I need to do that for all CBM. And...if the CBM already parse
the content he known what to do....

Regards.

JAS
-- 
Albert SHIH
DIO batiment 15
Observatoire de Paris Meudon
5 Place Jules Janssen
92195 Meudon Cedex
T?l?phone : 01 45 07 76 26/06 86 69 95 71
Heure local/Local time:
lun 18 avr 2011 21:54:51 CEST


From derekross at psu.edu  Mon Apr 18 16:02:55 2011
From: derekross at psu.edu (derekross)
Date: Mon, 18 Apr 2011 13:02:55 -0700 (PDT)
Subject: [rt-users]  3.8.10
Message-ID: <31427238.post@talk.nabble.com>


RT 3.8.10 and Authen::ExternalAuth

[Mon Apr 18 15:52:55 2011] [error] Modification of a read-only value
attempted at /usr/lib/perl5/site_perl/5.8.8/Net/LDAP/Constant.pm line
13.\nCompilation failed in require at
/usr/lib/perl5/site_perl/5.8.8/Net/LDAP/Message.pm line 7.\nBEGIN
failed--compilation aborted at
/usr/lib/perl5/site_perl/5.8.8/Net/LDAP/Message.pm line 7.\nCompilation
failed in require at /usr/lib/perl5/site_perl/5.8.8/Net/LDAP.pm line
13.\nBEGIN failed--compilation aborted at
/usr/lib/perl5/site_perl/5.8.8/Net/LDAP.pm line 13.\nCompilation failed in
require at
/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm
line 3.\nBEGIN failed--compilation aborted at
/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm
line 3.\nCompilation failed in require at
/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm
line 26.\nBEGIN failed--compilation aborted at
/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm
line 26.\nCompilation failed in require at
/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/User_Vendor.pm line
3.\nBEGIN failed--compilation aborted at
/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/User_Vendor.pm line
3.\nCompilation failed in require at /opt/rt3/bin/../lib/RT/Base.pm line
173.\nCompilation failed in require at (eval 109) line 3.\n\t...propagated
at /usr/lib/perl5/5.8.8/base.pm line 94.\nBEGIN failed--compilation aborted
at /opt/rt3/bin/../lib/RT/CurrentUser.pm line 96.\nCompilation failed in
require at /opt/rt3/bin/../lib/RT.pm line 515.\nCompilation failed in
require at (eval 2) line 1.\n
[Mon Apr 18 15:52:55 2011] [error] Can't load Perl file:
/opt/rt3/bin/webmux.pl for server HOSTNAME :0, exiting...
-- 
View this message in context: http://old.nabble.com/3.8.10-tp31427238p31427238.html
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From Albert.Shih at obspm.fr  Mon Apr 18 16:08:17 2011
From: Albert.Shih at obspm.fr (Albert Shih)
Date: Mon, 18 Apr 2011 22:08:17 +0200
Subject: [rt-users] How to create ticket to others.
In-Reply-To: <BANLkTi=EDSZD60XRGB-DBT0cwChafV86dg@mail.gmail.com>
References: <20110418134831.GR55286@obspm.fr>
	<BANLkTi=EDSZD60XRGB-DBT0cwChafV86dg@mail.gmail.com>
Message-ID: <20110418200817.GB57194@obspm.fr>

 Le 18/04/2011 ? 09:55:56-0700, Kenneth Crocker a ?crit
> Albert,
> 
> I'm not quite sure if I understand your question, but I think you want to be
> able to create tickets for people "outside" your group/organization for
> questions, etc. My suggestion is to create new Queues for the various groups/
> organizations you are referring to. Then send email to those Queues for your
> questions. When you configure those Queues, make sure you set the watchers up
> to be those you want to hear from and make sure those Queues are ONLY executing
> notification scrips specific to those needs to those watchers. When those
> watchers do a "reply" to the email RT sent (when the ticket was created), RT
> will keep track of those responses and as the "Requestor", you will get a copy
> of their response (provided you have that scrip working in that Queue.
> 
> Hope this helps.

Thanks. 

Let me explain (sorry my english is very poor) again. 

Take a example, I need to contact (I'm working as system-admin in IT) the
support of the dell because one of my server lost a disk.

What I want to do is create a ticket in RT to track this. So creating a new
queue is not very good because I'm going to use this maybe only one time. 

But I find a solution, I'm not sure is the good way to do that but it's
working. 

I send a email to mail RT-Mailgate_address and put on the top of the mail

AddCc:DELL_SUPPORT_ADDRESS

so when the ticket is create RT send a email (with in the subject the good
tags, and correct from address) to DELL_SUPPORT_ADDRESS so when he going to
answer the mail going to RT-Mailgate_adfress and RT send back to me. 

So I can track all the transaction and put in the archive. 

The only thing I can do is, in this method DELL_SUPPORT_ADDRESS received
his own email. But that's in small inconvenience.  

But maybe someone have better idea ? 

Regards.


> 
>     Hi all.
> 
>     I would like to use our RT to track everything.
> 
>     When someone outside our team ask us a question, everything work fine.
> 
>     But we like to use RT to track our questions to somebody not in our team.
> 
>     Classically we send a email to ?somebody?, put our team aliases in the CC,
>     and that's all. But off course we don't have anything to track this.
> 
>     Now if we want to use RT and put the rt-mailgate-adresse in the CC it's not
>     really working because the answer come from ?somebody? is go directly to
>     the RT and create a new ticket.
> 
>     We can create a ticket directly from the web interface and put in the
>     Requestor list ?somebody?. But our team don't like web interface and that's
>     sound strange to put ?somebody? in the requestors-list.
> 
>     or can put the ?somebody? in the CC list. But again we don't like web
>     interface.
> 
>     So : how can I manage that ?
> 
>     The best solution is
> 
>            when the requestor send a ticket and if the requestor is in the
>            AdminCC list then automaticaly put the others (in To: or CC:) in
>            the CC for this ticket.
> 
-- 
Albert SHIH
DIO batiment 15
Observatoire de Paris Meudon
5 Place Jules Janssen
92195 Meudon Cedex
T?l?phone : 01 45 07 76 26/06 86 69 95 71
Heure local/Local time:
lun 18 avr 2011 21:59:53 CEST


From Albert.Shih at obspm.fr  Mon Apr 18 16:30:06 2011
From: Albert.Shih at obspm.fr (Albert Shih)
Date: Mon, 18 Apr 2011 22:30:06 +0200
Subject: [rt-users] something like "su"
Message-ID: <20110418203006.GI57194@obspm.fr>

Hi all.

Is they're something like ?su? in RT ? I would like to change some
configuration/preference of my team. But don't want crash the password.

Regards.

JAS
-- 
Albert SHIH
DIO batiment 15
Observatoire de Paris Meudon
5 Place Jules Janssen
92195 Meudon Cedex
T?l?phone : 01 45 07 76 26/06 86 69 95 71
Heure local/Local time:
lun 18 avr 2011 22:29:06 CEST


From tanguy.lagroy at bt.com  Mon Apr 18 16:35:21 2011
From: tanguy.lagroy at bt.com (tanguy.lagroy at bt.com)
Date: Mon, 18 Apr 2011 21:35:21 +0100
Subject: [rt-users] something like "su"
In-Reply-To: <20110418203006.GI57194@obspm.fr>
References: <20110418203006.GI57194@obspm.fr>
Message-ID: <F2126585-2A92-426A-85D6-D56C4701059F@bt.com>

Hi Albert, 

There is a RT extension : http://search.cpan.org/~abcdefgh/RTx-BecomeUser-1.0/

Good luck

PS : are you JAS from flysurf.com ?

Tanguy

Le 18 avr. 2011 ? 22:30, "Albert Shih" <Albert.Shih at obspm.fr> a ?crit :

> Hi all.
> 
> Is they're something like ?su? in RT ? I would like to change some
> configuration/preference of my team. But don't want crash the password.
> 
> Regards.
> 
> JAS
> -- 
> Albert SHIH
> DIO batiment 15
> Observatoire de Paris Meudon
> 5 Place Jules Janssen
> 92195 Meudon Cedex
> T?l?phone : 01 45 07 76 26/06 86 69 95 71
> Heure local/Local time:
> lun 18 avr 2011 22:29:06 CEST

From brahim.sakka at gmail.com  Mon Apr 18 16:50:23 2011
From: brahim.sakka at gmail.com (Brahim Sakka)
Date: Mon, 18 Apr 2011 21:50:23 +0100
Subject: [rt-users] Email templates customization
Message-ID: <BANLkTimfgU2JACs07O9fcFR3o=Ft_kXONg@mail.gmail.com>

Hello everyone,

Is it possible to add an image in RT's email templates (Autoreply, etc)? I
would like to add my company's logo to the signature.

Greetz!
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From yan at seiner.com  Mon Apr 18 17:22:29 2011
From: yan at seiner.com (Yan Seiner)
Date: Mon, 18 Apr 2011 14:22:29 -0700 (PDT)
Subject: [rt-users] Users Handbook
Message-ID: <db2f0a52213bdb2b618166b3745f53eb.squirrel@mail.seiner.com>

Is there a Users Handbook available?  I will be deploying RT as a pilot
project and would like to have some materials for the users to refer to.

--Yan


-- 
If you have eight hours to chop down a tree
spend six sharpening your axe.
--Abraham Lincoln



From kfcrocker at lbl.gov  Mon Apr 18 19:12:26 2011
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Mon, 18 Apr 2011 16:12:26 -0700
Subject: [rt-users] Users Handbook
In-Reply-To: <db2f0a52213bdb2b618166b3745f53eb.squirrel@mail.seiner.com>
References: <db2f0a52213bdb2b618166b3745f53eb.squirrel@mail.seiner.com>
Message-ID: <BANLkTinXWxof4LVL7gWmpOZioz4Z7y7OCw@mail.gmail.com>

Yan,

I developed some guides for our user's. It has a Glossary of terms and
references tp Privileges (the Admin guide). However, it refers to workflow
functions and scrip that we developed that might not be in sync with what
you do. This is what the TOC for the User's Guide looks like:

1: Introduction. - 1 -

2: Administration. - 5 -

3: Logging In. - 7 -

4: Home Page. - 8 -

5: Tickets Interface. - 14 -

6: Common Tasks. - 26 -

    Searching, Reporting & Dashboards: - 26 -

    Create a Ticket: - 26 -

    Correspondence with a Ticket: - 26 -

7: Ticket Owner Tasks. - 27 -

    Updating Multiple Tickets (Bulk Update): - 28 -

    Initiating the Review Process: - 31 -

    Updating the Development Progress of an ?Open? Ticket: - 32 -

    Managing Ticket Relationships: - 35 -

    Initiating the QA WorkFlow Process: - 35 -

    Resolving a Ticket: - 35 -

8: Email Interface. - 36 -

9: Support - 38 -
Appendix A: Glossary of Terms  - 39 - <#_Toc290550331>

This is what the TOC for the Queue Admin Guide looks like:

1: Introduction. - 1 -

2: System Administration Requests. - 2 -

    Request a New Queue: - 2 -

    Request a New Group: - 4 -

    Request a New Custom Field: - 6 -

    Set up Notifications: - 7 -

3: Queue Administration. - 8 -

    Adding Members to a Group: - 8 -

    Configure Group Rights/Privileges: - 11 -

    Sample Instructions to Setup Access Rights for a Queue: - 11 -

    Apply a Custom Field to a Queue: - 17 -

    Project Management: - 22 -

    Calendar View of Tickets: - 22 -

    Dashboards for Systematic Reporting: - 22 -

    Initiating the Review Process: - 22 -

    Initiating the QA WorkFlow Process: - 22 -

    Resolving a Ticket: - 22 -

4: Support - 23 -

Appendix A: Glossary of Terms. - 24 -
Appendix B: Rights and Privileges  - 25 - <#_Toc290550099>

I also have a System Admin Guide but I'm sure you aren't interested in that.
Let me know.

Kenn
LBNL

On Mon, Apr 18, 2011 at 2:22 PM, Yan Seiner <yan at seiner.com> wrote:

> Is there a Users Handbook available?  I will be deploying RT as a pilot
> project and would like to have some materials for the users to refer to.
>
> --Yan
>
>
> --
> If you have eight hours to chop down a tree
> spend six sharpening your axe.
> --Abraham Lincoln
>
>
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From brad at staff.broadbandsolutions.com.au  Mon Apr 18 19:29:36 2011
From: brad at staff.broadbandsolutions.com.au (Brad Hughes)
Date: Tue, 19 Apr 2011 09:29:36 +1000
Subject: [rt-users] Creating a custom correspdonence template
Message-ID: <4DACC960.9040407@staff.broadbandsolutions.com.au>

Hi List,

We have just upgraded from RT 3.6.7 to 3.8.8.

The first thing we noticed is that RT now uses the "Real Name" variable 
to show who posted comments/replies into a ticket, instead of the 
"Username" variable, which we were previously used too.

In our case, all staff members "Real Names" are set to our company name, 
so after the upgrade we are unable to tell which staff member posted a 
comment/reply because they are all listed as our company name. The only 
reason we have our "Real Names" set to our company name, is because we 
want our staff members names to remain anonymous in Correspondence to 
customers.

I have no problem changing our "Real Names" to our individual names, and 
that will fix part of the problem because we will then be able to see 
internally which staff member has updated a ticket, however doing that 
will then mean that when we send Correspondence to customers, they will 
see the staff members Real Name in the FROM field (eg John Citizen via RT).

So I believe as well as changing our "Real Names" to our actual real 
names, I am also going to need to mofify the correspdance template, and 
some how get it to strip out our Real Name in the FROM field, and 
replace it with our company name.

The problem I am having is I cannot find documentation on how I could do 
this.

If someone could please point me in the right direction that would be 
much appreciated.

-- 

Kind regards,
 
Brad Hughes

 



From falcone at bestpractical.com  Mon Apr 18 21:20:54 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Mon, 18 Apr 2011 21:20:54 -0400
Subject: [rt-users] 3.8.10
In-Reply-To: <31427238.post@talk.nabble.com>
References: <31427238.post@talk.nabble.com>
Message-ID: <20110419012054.GA725@jibsheet.com>

On Mon, Apr 18, 2011 at 01:02:55PM -0700, derekross wrote:
> 
> RT 3.8.10 and Authen::ExternalAuth

You don't say a version, but you need 0.08_02 and you need to follow
the upgrading instructions at the top of the README file

-kevin

> [Mon Apr 18 15:52:55 2011] [error] Modification of a read-only value
> attempted at /usr/lib/perl5/site_perl/5.8.8/Net/LDAP/Constant.pm line
> 13.\nCompilation failed in require at
> /usr/lib/perl5/site_perl/5.8.8/Net/LDAP/Message.pm line 7.\nBEGIN
> failed--compilation aborted at
> /usr/lib/perl5/site_perl/5.8.8/Net/LDAP/Message.pm line 7.\nCompilation
> failed in require at /usr/lib/perl5/site_perl/5.8.8/Net/LDAP.pm line
> 13.\nBEGIN failed--compilation aborted at
> /usr/lib/perl5/site_perl/5.8.8/Net/LDAP.pm line 13.\nCompilation failed in
> require at
> /opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm
> line 3.\nBEGIN failed--compilation aborted at
> /opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm
> line 3.\nCompilation failed in require at
> /opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm
> line 26.\nBEGIN failed--compilation aborted at
> /opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm
> line 26.\nCompilation failed in require at
> /opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/User_Vendor.pm line
> 3.\nBEGIN failed--compilation aborted at
> /opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/User_Vendor.pm line
> 3.\nCompilation failed in require at /opt/rt3/bin/../lib/RT/Base.pm line
> 173.\nCompilation failed in require at (eval 109) line 3.\n\t...propagated
> at /usr/lib/perl5/5.8.8/base.pm line 94.\nBEGIN failed--compilation aborted
> at /opt/rt3/bin/../lib/RT/CurrentUser.pm line 96.\nCompilation failed in
> require at /opt/rt3/bin/../lib/RT.pm line 515.\nCompilation failed in
> require at (eval 2) line 1.\n
> [Mon Apr 18 15:52:55 2011] [error] Can't load Perl file:
> /opt/rt3/bin/webmux.pl for server HOSTNAME :0, exiting...
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From asanka_gunasekera at yahoo.co.uk  Tue Apr 19 02:51:00 2011
From: asanka_gunasekera at yahoo.co.uk (Asanka)
Date: Tue, 19 Apr 2011 06:51:00 +0000 (UTC)
Subject: [rt-users] installation of RT-Extension-SLA-0.03
References: <23436_1302088445_4D9C4AFD_23436_426_1_OFE338499E.8AAA3CB3-ONC125786A.003D6963-C125786A.003DB55C@sagemcom.com>
	<loom.20110406T140220-893@post.gmane.org>
Message-ID: <loom.20110419T084847-393@post.gmane.org>

Asanka <asanka_gunasekera <at> yahoo.co.uk> writes:

Hi all found the solution by writing to the author, all that I had to do was add
RT::Extension::SLA to @plugin

Set(@Plugins, qw(
                        RT::Authen::ExternalAuth
                        RT::Extension::SLA
                  ) );

and it works!!!!!!!!!!!!!!!!!!!!!!!!!!

Thank you all for your help
Best Regards



From Albert.Shih at obspm.fr  Tue Apr 19 04:03:43 2011
From: Albert.Shih at obspm.fr (Albert Shih)
Date: Tue, 19 Apr 2011 10:03:43 +0200
Subject: [rt-users] rt-mailgate and command by mail
Message-ID: <20110419080343.GB58881@obspm.fr>

Hi all 


I've exact same probleme as 

	http://www.mail-archive.com/rt-users at lists.bestpractical.com/msg08421.html

Do you've any news idea ?

Regards.

JAS
-- 
Albert SHIH
DIO batiment 15
Observatoire de Paris Meudon
5 Place Jules Janssen
92195 Meudon Cedex
T?l?phone : 01 45 07 76 26/06 86 69 95 71
Heure local/Local time:
mar 19 avr 2011 10:02:15 CEST


From raphael.mouneyres at sagemcom.com  Tue Apr 19 04:06:29 2011
From: raphael.mouneyres at sagemcom.com (=?ISO-8859-1?Q?Rapha=EBl_MOUNEYRES?=)
Date: Tue, 19 Apr 2011 10:06:29 +0200
Subject: [rt-users] RE  Creating a custom correspdonence template
In-Reply-To: <4DACC960.9040407@staff.broadbandsolutions.com.au>
Message-ID: <29156_1303200394_4DAD4289_29156_89_5_OF34647B9C.699B4BC4-ONC1257877.002C47E4-C1257877.002C8A54@sagemcom.com>

hello,

there's one simple thing you could do :

in RT_SiteConfig.pm, change option UseFriendlyFromLine to 0 : 
Set($UseFriendlyFromLine, 0)

so RT will send the email using the default queue's adress/name

may it help

Rapah?l





Brad Hughes <brad at staff.broadbandsolutions.com.au> 
Envoy? par : rt-users-bounces at lists.bestpractical.com
19/04/2011 01:30

A
rt-users at lists.bestpractical.com
cc

Objet
[rt-users] Creating a custom correspdonence template






Hi List,

We have just upgraded from RT 3.6.7 to 3.8.8.

The first thing we noticed is that RT now uses the "Real Name" variable 
to show who posted comments/replies into a ticket, instead of the 
"Username" variable, which we were previously used too.

In our case, all staff members "Real Names" are set to our company name, 
so after the upgrade we are unable to tell which staff member posted a 
comment/reply because they are all listed as our company name. The only 
reason we have our "Real Names" set to our company name, is because we 
want our staff members names to remain anonymous in Correspondence to 
customers.

I have no problem changing our "Real Names" to our individual names, and 
that will fix part of the problem because we will then be able to see 
internally which staff member has updated a ticket, however doing that 
will then mean that when we send Correspondence to customers, they will 
see the staff members Real Name in the FROM field (eg John Citizen via 
RT).

So I believe as well as changing our "Real Names" to our actual real 
names, I am also going to need to mofify the correspdance template, and 
some how get it to strip out our Real Name in the FROM field, and 
replace it with our company name.

The problem I am having is I cannot find documentation on how I could do 
this.

If someone could please point me in the right direction that would be 
much appreciated.

-- 

Kind regards,
 
Brad Hughes

 



#
" Ce courriel et les documents qui lui sont joints peuvent contenir des
informations confidentielles ou ayant un caract?re priv?. S'ils ne vous sont
pas destin?s, nous vous signalons qu'il est strictement interdit de les
divulguer, de les reproduire ou d'en utiliser de quelque mani?re que ce
soit le contenu. Si ce message vous a ?t? transmis par erreur, merci d'en
informer l'exp?diteur et de supprimer imm?diatement de votre syst?me
informatique ce courriel ainsi que tous les documents qui y sont attach?s."


                               ******

" This e-mail and any attached documents may contain confidential or
proprietary information. If you are not the intended recipient, you are
notified that any dissemination, copying of this e-mail and any attachments
thereto or use of their contents by any means whatsoever is strictly
prohibited. If you have received this e-mail in error, please advise the
sender immediately and delete this e-mail and all attached documents
from your computer system."
#

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From radek.svoboda at upp.cz  Tue Apr 19 04:13:44 2011
From: radek.svoboda at upp.cz (Radek Svoboda)
Date: Tue, 19 Apr 2011 10:13:44 +0200
Subject: [rt-users] ExternalAuth vs HistoryFilter(or BriefHistory)
Message-ID: <4DAD4438.2020403@upp.cz>

Hi All,
  After installing  HistoryFilter(or BriefHistory) to rt3.8.8 the plugin 
RT-Authen-ExternalAuth-0.08 stops work.
I could login with local account, but login with ldap account is not 
possible.

It looks, the plugin ExternalAuth is not initialized after start
RT_SiteConfig.pm
Set(@Plugins,(qw(RT::Authen::ExternalAuth)));
Set(@Plugins,qw(RT::Extension::HistoryFilter));
[Tue Apr 19 07:42:14 2011] [error]: FAILED LOGIN for radek.svoboda from 
192.168.7.254 (/opt/rt388/bin/../lib/RT/Interface/Web.pm:424)

if I change order in RT_SiteConfig.pm
Set(@Plugins,qw(RT::Extension::HistoryFilter));
Set(@Plugins,(qw(RT::Authen::ExternalAuth)));
Successful login for radek.svoboda from 10.1.0.18 
(/opt/rt388/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:219
but HistoryFilter doesn't working

Any idea how to fix this

Thanks

Radek
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From raphael.mouneyres at sagemcom.com  Tue Apr 19 04:16:35 2011
From: raphael.mouneyres at sagemcom.com (=?ISO-8859-1?Q?Rapha=EBl_MOUNEYRES?=)
Date: Tue, 19 Apr 2011 10:16:35 +0200
Subject: [rt-users] RE  ExternalAuth vs HistoryFilter(or BriefHistory)
In-Reply-To: <4DAD4438.2020403@upp.cz>
Message-ID: <29019_1303201000_4DAD44E8_29019_67_1_OF4FC24F5B.95C67AF3-ONC1257877.002D5B03-C1257877.002D76D1@sagemcom.com>

Hi,

all plugins need to be int the same qw :

Set(@Plugins,qw(RT::Authen::ExternalAuth RT::Extension::HistoryFilter));

that's it

Rapha?l




Radek Svoboda <radek.svoboda at upp.cz> 
Envoy? par : rt-users-bounces at lists.bestpractical.com
19/04/2011 10:14

A
rt-users at lists.bestpractical.com
cc

Objet
[rt-users] ExternalAuth vs HistoryFilter(or BriefHistory)






Hi All, 
 After installing  HistoryFilter(or BriefHistory) to rt3.8.8 the plugin 
RT-Authen-ExternalAuth-0.08 stops work. 
I could login with local account, but login with ldap account is not 
possible.

It looks, the plugin ExternalAuth is not initialized after start
RT_SiteConfig.pm
Set(@Plugins,(qw(RT::Authen::ExternalAuth)));
Set(@Plugins,qw(RT::Extension::HistoryFilter));
[Tue Apr 19 07:42:14 2011] [error]: FAILED LOGIN for radek.svoboda from 
192.168.7.254 (/opt/rt388/bin/../lib/RT/Interface/Web.pm:424)

if I change order in RT_SiteConfig.pm 
Set(@Plugins,qw(RT::Extension::HistoryFilter));
Set(@Plugins,(qw(RT::Authen::ExternalAuth)));
Successful login for radek.svoboda from 10.1.0.18 
(/opt/rt388/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:219
but HistoryFilter doesn't working

Any idea how to fix this

Thanks

Radek

#
" Ce courriel et les documents qui lui sont joints peuvent contenir des
informations confidentielles ou ayant un caract?re priv?. S'ils ne vous sont
pas destin?s, nous vous signalons qu'il est strictement interdit de les
divulguer, de les reproduire ou d'en utiliser de quelque mani?re que ce
soit le contenu. Si ce message vous a ?t? transmis par erreur, merci d'en
informer l'exp?diteur et de supprimer imm?diatement de votre syst?me
informatique ce courriel ainsi que tous les documents qui y sont attach?s."


                               ******

" This e-mail and any attached documents may contain confidential or
proprietary information. If you are not the intended recipient, you are
notified that any dissemination, copying of this e-mail and any attachments
thereto or use of their contents by any means whatsoever is strictly
prohibited. If you have received this e-mail in error, please advise the
sender immediately and delete this e-mail and all attached documents
from your computer system."
#

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From gsollazz at sgul.ac.uk  Tue Apr 19 07:19:28 2011
From: gsollazz at sgul.ac.uk (Giuseppe Sollazzo)
Date: Tue, 19 Apr 2011 12:19:28 +0100
Subject: [rt-users] AutoCloseOnNagiosRecoveryMessage
In-Reply-To: <20110415162534.GD58388@jibsheet.com>
References: <4DA862FE.1020804@sgul.ac.uk> <4DA86506.7030804@bestpractical.com>
	<20110415162534.GD58388@jibsheet.com>
Message-ID: <4DAD6FC0.2030000@sgul.ac.uk>

Hi Kevin,
thanks for the advise - I'll try this one although I'm wondering if it's 
stable enough?

Thomas, oops, something must have gone wrong in the copy&paste.

Thanks,
Giuseppe

On 15/04/11 17:25, Kevin Falcone wrote:
> On Fri, Apr 15, 2011 at 11:32:22AM -0400, Thomas Sibley wrote:
>> On 04/15/2011 11:23 AM, Giuseppe Sollazzo wrote:
>>> Hi all,
>>> I've been trying to use this scrip to auto close Nagios tickets upon
>>> recovery:
>>> http://requesttracker.wikia.com/wiki/AutoCloseOnNagiosRecoveryMessages
>>>
>>> The Script is launched, but there's an error
>>>
>>> [Sat Mar  5 02:40:02 2011] [error]: Scrip 12 Commit failed: Quantifier
>>> follows nothing in regex; marked by<-- HERE in m/*<-- HERE * RECOVERY
>>> (w+) - (.*) OK **/ at (eval 3695) line 13.
>>>
>>> I'm not terribly good at Perl and especially its regexp, but I've got a
>>> feeling it might be an escaping issue?
>>> Has anyone encountered this problem - or am I maybe just using a very
>>> old script?
>> I don't know if the scrip is old or not, but you need to backslash
>> escape the asterisks at the beginning and end of that regex (but not the
>> one following the period in the middle).
>>
>> m/\*\* RECOVERY (w+) - (.*) OK \*\*/
> There is also http://search.cpan.org/dist/RT-Extension-Nagios/


-- 
____________________________________

Giuseppe Sollazzo
Senior Systems Analyst
Computing Services
Information Services
St. George's, University Of London
Cranmer Terrace
London SW17 0RE

Email: gsollazz at sgul.ac.uk
Direct Dial: +44 20 8725 5160
Fax: +44 20 8725 3583




From gsollazz at sgul.ac.uk  Tue Apr 19 07:28:18 2011
From: gsollazz at sgul.ac.uk (Giuseppe Sollazzo)
Date: Tue, 19 Apr 2011 12:28:18 +0100
Subject: [rt-users] External (non-LDAP/database) users management
Message-ID: <4DAD71D2.6020306@sgul.ac.uk>

Hi all,
I'd like to hear some experiences about managing external users that are 
not in our Directory.

Sometimes we have users who open support tickets by sending a mail with 
external (gmail/hotmail/...) e-mail addresses (e.g. if there are 
problems with their corporate e-mail).

Now, assuming we don't want to grant "Everyone" rights to create tickets 
to avoid possible DoS/Spam issues, we'd still like to have the 
possibility of going through these requests.

An option might be to use fetchmail/procmail to move all non-corporate 
domains to a "quarantine" e-mail address that is not automatically 
imported in the queue. We are protected using MailScanner and this might 
be enough to trust all incoming mail to be genuine, but if anyone's got 
some experience on this and maybe found a different solution I'd like to 
hear about it.

Thanks,
Giuseppe

-- 
____________________________________

Giuseppe Sollazzo
Senior Systems Analyst
Computing Services
Information Services
St. George's, University Of London
Cranmer Terrace
London SW17 0RE

Email: gsollazz at sgul.ac.uk
Direct Dial: +44 20 8725 5160
Fax: +44 20 8725 3583




From trs at bestpractical.com  Tue Apr 19 11:20:20 2011
From: trs at bestpractical.com (Thomas Sibley)
Date: Tue, 19 Apr 2011 11:20:20 -0400
Subject: [rt-users] Getting the page source code from a generated
	MASON-File
In-Reply-To: <4DAC355D.7050008@desy.de>
References: <4DAC355D.7050008@desy.de>
Message-ID: <4DADA834.5020103@bestpractical.com>

On 04/18/2011 08:58 AM, Wolfram Huettermann wrote:
>    use IO::File;
>    my $File = new IO::File">/var/tmp/bar$id.html";
>    Abort("Could not open file!") unless $File;
>   $PageSource = $m->comp("/Ticket/foo.html",  id => $id);

You want $m->scomp.

Thomas


From trs at bestpractical.com  Tue Apr 19 11:24:35 2011
From: trs at bestpractical.com (Thomas Sibley)
Date: Tue, 19 Apr 2011 11:24:35 -0400
Subject: [rt-users] HTML Comments with RT REST Interface
In-Reply-To: <alpine.DEB.2.00.1104180150560.31481@wnzrf.brgvxre.pu>
References: <alpine.DEB.2.00.1104180150560.31481@wnzrf.brgvxre.pu>
Message-ID: <4DADA933.9050707@bestpractical.com>

On 04/17/2011 07:54 PM, Roman Plessl wrote:
> Hi Everybody,
> 
> I'm using the REST interface of a large RT 3.8.8 installation to
> communicate and fill in data from a CRM tool.
> 
> Is there a possibility to insert HTML comments instead of plain text
> comments with this REST interface?
> 
> Does anybody has an example for doing this?

You'd need to patch the RT api endpoint itself as well.  Currently it
assumes all content is plain text.

Thomas


From kfcrocker at lbl.gov  Tue Apr 19 12:48:22 2011
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Tue, 19 Apr 2011 09:48:22 -0700
Subject: [rt-users] Users Handbook
In-Reply-To: <892593C9CA8E25458C440A63DDC6774D01489AD8@DG-HEXMBX02.daisy.group>
References: <db2f0a52213bdb2b618166b3745f53eb.squirrel@mail.seiner.com>
	<BANLkTinXWxof4LVL7gWmpOZioz4Z7y7OCw@mail.gmail.com>
	<892593C9CA8E25458C440A63DDC6774D01489AD8@DG-HEXMBX02.daisy.group>
Message-ID: <BANLkTimavY8f0_K2=jxR=bmWd41uroimZg@mail.gmail.com>

Raed,

Absolutely! Right now I'm prepping it to remove any company info that
shouldn't go out. Both Guides should be ready by EOD.

BTW, the guides are based on 3.8.7, including screen shots, etc.

Kenn
LBNL

On Tue, Apr 19, 2011 at 9:33 AM, Raed El-Hames <
Raed.El-Hames at daisygroupplc.com> wrote:

>  Hello Kenn:
>
>
>
> Ist possible you can share your Users Guide , I?ve been planning to make
> one for my users in here for a while, but other work keep cropping up, and
> any help starting this will be useful.
>
>
>
> Regards;
>
> Roy
>
>
>
> *From:* rt-users-bounces at lists.bestpractical.com [mailto:
> rt-users-bounces at lists.bestpractical.com] *On Behalf Of *Kenneth Crocker
> *Sent:* 19 April 2011 00:12
> *To:* rt-users at lists.bestpractical.com
> *Subject:* Re: [rt-users] Users Handbook
>
>
>
> Yan,
>
> I developed some guides for our user's. It has a Glossary of terms and
> references tp Privileges (the Admin guide). However, it refers to workflow
> functions and scrip that we developed that might not be in sync with what
> you do. This is what the TOC for the User's Guide looks like:
>
> 1: Introduction. - 1 -
>
> 2: Administration. - 5 -
>
> 3: Logging In. - 7 -
>
> 4: Home Page. - 8 -
>
> 5: Tickets Interface. - 14 -
>
> 6: Common Tasks. - 26 -
>
>     Searching, Reporting & Dashboards: - 26 -
>
>     Create a Ticket: - 26 -
>
>     Correspondence with a Ticket: - 26 -
>
> 7: Ticket Owner Tasks. - 27 -
>
>     Updating Multiple Tickets (Bulk Update): - 28 -
>
>     Initiating the Review Process: - 31 -
>
>     Updating the Development Progress of an ?Open? Ticket: - 32 -
>
>     Managing Ticket Relationships: - 35 -
>
>     Initiating the QA WorkFlow Process: - 35 -
>
>     Resolving a Ticket: - 35 -
>
> 8: Email Interface. - 36 -
>
> 9: Support - 38 -
>
> Appendix A: Glossary of Terms  - 39 - <#12f6e9bbf5073025__Toc290550331>
>
> This is what the TOC for the Queue Admin Guide looks like:
>
> 1: Introduction. - 1 -
>
> 2: System Administration Requests. - 2 -
>
>     Request a New Queue: - 2 -
>
>     Request a New Group: - 4 -
>
>     Request a New Custom Field: - 6 -
>
>     Set up Notifications: - 7 -
>
> 3: Queue Administration. - 8 -
>
>     Adding Members to a Group: - 8 -
>
>     Configure Group Rights/Privileges: - 11 -
>
>     Sample Instructions to Setup Access Rights for a Queue: - 11 -
>
>     Apply a Custom Field to a Queue: - 17 -
>
>     Project Management: - 22 -
>
>     Calendar View of Tickets: - 22 -
>
>     Dashboards for Systematic Reporting: - 22 -
>
>     Initiating the Review Process: - 22 -
>
>     Initiating the QA WorkFlow Process: - 22 -
>
>     Resolving a Ticket: - 22 -
>
> 4: Support - 23 -
>
> Appendix A: Glossary of Terms. - 24 -
>
> Appendix B: Rights and Privileges  - 25 -<#12f6e9bbf5073025__Toc290550099>
>
> I also have a System Admin Guide but I'm sure you aren't interested in
> that. Let me know.
>
> Kenn
> LBNL
>
> On Mon, Apr 18, 2011 at 2:22 PM, Yan Seiner <yan at seiner.com> wrote:
>
> Is there a Users Handbook available?  I will be deploying RT as a pilot
> project and would like to have some materials for the users to refer to.
>
> --Yan
>
>
> --
> If you have eight hours to chop down a tree
> spend six sharpening your axe.
> --Abraham Lincoln
>
>
>
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From mike.johnson at nosm.ca  Tue Apr 19 13:29:22 2011
From: mike.johnson at nosm.ca (Mike Johnson)
Date: Tue, 19 Apr 2011 13:29:22 -0400
Subject: [rt-users] can't locate XXX
Message-ID: <BANLkTinfEiSzAa+zJCuAC+jeVg+Ts1PVRg@mail.gmail.com>

When the apache error_log shows an error stating it can't locate a given .pm
file in @INC what are my steps to resolve this?

Specifically, when I insert the line

Set(@Plugins,qw(... RT::Extension::ExtractCustomFieldValues));

into my site config, apache won't start up and complains it cannot find the
ExtractCustomFieldValues.pm

I searched the lists, and some have said the path to the pm is not in the
@INC environment variable and to move the .pm to a place that is.  In the
error it lists the @INC variable, and /opt/rt3/local/lib or /opt/rt3/lib
exist in it, so I attempted to move the .pm in question to one of those
areas with no luck...
Strikes me as odd that I'd have to move this considering I've installed 2
other extensions prior to this one that fired up with out any issues...

Anyone give me a few steps to troubleshoot or try out?

Thanks!
Mike.

-- 
Mike Johnson
Datatel Programmer/Analyst
Northern Ontario School of Medicine
955 Oliver Road
Thunder Bay, ON   P7B 5E1
Phone: (807) 766-7331
Email: mike.johnson at nosm.ca
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From kfcrocker at lbl.gov  Tue Apr 19 15:14:48 2011
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Tue, 19 Apr 2011 12:14:48 -0700
Subject: [rt-users] Users Handbook
In-Reply-To: <BANLkTimavY8f0_K2=jxR=bmWd41uroimZg@mail.gmail.com>
References: <db2f0a52213bdb2b618166b3745f53eb.squirrel@mail.seiner.com>
	<BANLkTinXWxof4LVL7gWmpOZioz4Z7y7OCw@mail.gmail.com>
	<892593C9CA8E25458C440A63DDC6774D01489AD8@DG-HEXMBX02.daisy.group>
	<BANLkTimavY8f0_K2=jxR=bmWd41uroimZg@mail.gmail.com>
Message-ID: <BANLkTi=bQ8Mg+05+WzpuG-mtxbsTAizAZA@mail.gmail.com>

Raed & Kevin,

I'll have to send these to your individual email address as the User's list
will stop it cause the attachments are so large.

Kenn
LBNL

On Tue, Apr 19, 2011 at 9:48 AM, Kenneth Crocker <kfcrocker at lbl.gov> wrote:

> Raed,
>
> Absolutely! Right now I'm prepping it to remove any company info that
> shouldn't go out. Both Guides should be ready by EOD.
>
> BTW, the guides are based on 3.8.7, including screen shots, etc.
>
> Kenn
> LBNL
>
>
> On Tue, Apr 19, 2011 at 9:33 AM, Raed El-Hames <
> Raed.El-Hames at daisygroupplc.com> wrote:
>
>>  Hello Kenn:
>>
>>
>>
>> Ist possible you can share your Users Guide , I?ve been planning to make
>> one for my users in here for a while, but other work keep cropping up, and
>> any help starting this will be useful.
>>
>>
>>
>> Regards;
>>
>> Roy
>>
>>
>>
>> *From:* rt-users-bounces at lists.bestpractical.com [mailto:
>> rt-users-bounces at lists.bestpractical.com] *On Behalf Of *Kenneth Crocker
>> *Sent:* 19 April 2011 00:12
>> *To:* rt-users at lists.bestpractical.com
>> *Subject:* Re: [rt-users] Users Handbook
>>
>>
>>
>> Yan,
>>
>> I developed some guides for our user's. It has a Glossary of terms and
>> references tp Privileges (the Admin guide). However, it refers to workflow
>> functions and scrip that we developed that might not be in sync with what
>> you do. This is what the TOC for the User's Guide looks like:
>>
>> 1: Introduction. - 1 -
>>
>> 2: Administration. - 5 -
>>
>> 3: Logging In. - 7 -
>>
>> 4: Home Page. - 8 -
>>
>> 5: Tickets Interface. - 14 -
>>
>> 6: Common Tasks. - 26 -
>>
>>     Searching, Reporting & Dashboards: - 26 -
>>
>>     Create a Ticket: - 26 -
>>
>>     Correspondence with a Ticket: - 26 -
>>
>> 7: Ticket Owner Tasks. - 27 -
>>
>>     Updating Multiple Tickets (Bulk Update): - 28 -
>>
>>     Initiating the Review Process: - 31 -
>>
>>     Updating the Development Progress of an ?Open? Ticket: - 32 -
>>
>>     Managing Ticket Relationships: - 35 -
>>
>>     Initiating the QA WorkFlow Process: - 35 -
>>
>>     Resolving a Ticket: - 35 -
>>
>> 8: Email Interface. - 36 -
>>
>> 9: Support - 38 -
>>
>> Appendix A: Glossary of Terms  - 39 -<#12f6ea9a4fbdc8c2_12f6e9bbf5073025__Toc290550331>
>>
>> This is what the TOC for the Queue Admin Guide looks like:
>>
>> 1: Introduction. - 1 -
>>
>> 2: System Administration Requests. - 2 -
>>
>>     Request a New Queue: - 2 -
>>
>>     Request a New Group: - 4 -
>>
>>     Request a New Custom Field: - 6 -
>>
>>     Set up Notifications: - 7 -
>>
>> 3: Queue Administration. - 8 -
>>
>>     Adding Members to a Group: - 8 -
>>
>>     Configure Group Rights/Privileges: - 11 -
>>
>>     Sample Instructions to Setup Access Rights for a Queue: - 11 -
>>
>>     Apply a Custom Field to a Queue: - 17 -
>>
>>     Project Management: - 22 -
>>
>>     Calendar View of Tickets: - 22 -
>>
>>     Dashboards for Systematic Reporting: - 22 -
>>
>>     Initiating the Review Process: - 22 -
>>
>>     Initiating the QA WorkFlow Process: - 22 -
>>
>>     Resolving a Ticket: - 22 -
>>
>> 4: Support - 23 -
>>
>> Appendix A: Glossary of Terms. - 24 -
>>
>> Appendix B: Rights and Privileges  - 25 -<#12f6ea9a4fbdc8c2_12f6e9bbf5073025__Toc290550099>
>>
>> I also have a System Admin Guide but I'm sure you aren't interested in
>> that. Let me know.
>>
>> Kenn
>> LBNL
>>
>> On Mon, Apr 18, 2011 at 2:22 PM, Yan Seiner <yan at seiner.com> wrote:
>>
>> Is there a Users Handbook available?  I will be deploying RT as a pilot
>> project and would like to have some materials for the users to refer to.
>>
>> --Yan
>>
>>
>> --
>> If you have eight hours to chop down a tree
>> spend six sharpening your axe.
>> --Abraham Lincoln
>>
>>
>>
>
>
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From ranatanveer at gmail.com  Tue Apr 19 15:48:57 2011
From: ranatanveer at gmail.com (Rana Tanveer)
Date: Wed, 20 Apr 2011 00:48:57 +0500
Subject: [rt-users] attachment and This transaction appears to have no
	content
In-Reply-To: <AANLkTik4efXpUUndpUdE3QSJaRsCb7cSSEcKxUy+NhdO@mail.gmail.com>
References: <AANLkTiktpnm1_g4SzB_H0=dTten4dEpJ1fsbOM2RtVqe@mail.gmail.com>
	<AANLkTik4efXpUUndpUdE3QSJaRsCb7cSSEcKxUy+NhdO@mail.gmail.com>
Message-ID: <BANLkTimxrgXaL1qeazLQcxtTdxbPLZ0ohg@mail.gmail.com>

Hi Ruslan Zakirov.

I did check today,

there were text as well as attachments, and mail received to RT previlleged
users as it is(text with attachments), but to non previleged users, text is
stripped and only attachments are sent by RT (This transaction appears
to have no content
) :(

it is quite surprising me. any help ?


*LAHORE LIONS*

Rana Tanveer
+923224247373



On Fri, Jan 7, 2011 at 12:43 AM, Ruslan Zakirov <ruz at bestpractical.com>wrote:

> Not clear who sends attachment and how (ui or mail). If message is empty
> and there is only an attachment then sure transaction has no content.
>
> Regards, Ruslan. From phone.
> 05.01.2011 20:57 ???????????? "Rana Tanveer" <ranatanveer at gmail.com>
> ???????:
>
> > Hi Community.
> >
> > I am using RT 3.8.7, my problem is when we send attachment it returns
> > following message to requesters of the tickets along with attachment.
> >
> > This transaction appears to have no content
> >
> > and normal communication is fine, this happens only when any of the
> > requester or AdminCC of the queue send attachment, can someone please
> help
> > regarding this issue as i am clueless reading mailing lists.
> >
> >
> > *LAHORE LIONS*
> >
> > Rana Tanveer
>
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From Albert.Shih at obspm.fr  Tue Apr 19 16:36:45 2011
From: Albert.Shih at obspm.fr (Albert Shih)
Date: Tue, 19 Apr 2011 22:36:45 +0200
Subject: [rt-users] "bouncing" a ticket out of RT
In-Reply-To: <4DAC444B.4040508@tamu.edu>
References: <4DAC444B.4040508@tamu.edu>
Message-ID: <20110419203645.GA60869@obspm.fr>

 Le 18/04/2011 ? 09:01:47-0500, Chris Barnes a ?crit
> This is a "I wish RT had this function" email.  Can it go on the "wish 
> list" for the next version?    :-)
> 
> 
> 
> We use RT as a "computing help desk ticket system"- with a generic email 
> address for our entire group.  This way users only need to learn a 
> single email address for computing questions.   This works very well as 
> 90% of the email that comes in are support requests.
> 
> About 5% of the email that comes in is spam.  Eh... I can live with that 
> (it's easy enough to set the status to "deleted" and move on).
> 
> 
> 
> This email is about that other 5% - those messages which are meant for 
> one of the IT folks directly (eg. administrivia within the dept).  What 
> I wish RT had was a "bounce/redirect" function (in pine/Thunderbird 
> addon terms).  Basically a way I could redirect the email message to 
> another address.
> 
> Note that this is similar to a forward.  But a standard forward creates 
> a whole new set of headers, where the message comes FROM the 
> intermediate person (in this case, RT).  A redirect forwards the 
> message, but leaves the headers completely intact - such that the new 
> recipient sees the message as if it came from the original person.
> 
I'm not sure but I think you can do that through procmail, mean not
directly use rt-mailgate but through a procmailrc call rt-mailgate just in
case you want the mail, if it's spam just push to trash.

Regards.

JAS
-- 
Albert SHIH
DIO batiment 15
Observatoire de Paris Meudon
5 Place Jules Janssen
92195 Meudon Cedex
T?l?phone : 01 45 07 76 26/06 86 69 95 71
Heure local/Local time:
mar 19 avr 2011 22:35:39 CEST


From chris-barnes at tamu.edu  Tue Apr 19 16:40:54 2011
From: chris-barnes at tamu.edu (Chris Barnes)
Date: Tue, 19 Apr 2011 15:40:54 -0500
Subject: [rt-users] "bouncing" a ticket out of RT
In-Reply-To: <20110419203645.GA60869@obspm.fr>
References: <4DAC444B.4040508@tamu.edu> <20110419203645.GA60869@obspm.fr>
Message-ID: <4DADF356.7010504@tamu.edu>

On 4/19/2011 3:36 PM, Albert Shih wrote:
> I'm not sure but I think you can do that through procmail, mean not
> directly use rt-mailgate but through a procmailrc call rt-mailgate just in
> case you want the mail, if it's spam just push to trash.


???

I don't think you understood what I was asking for.

Procmail's job ends after the ticket is in RT.  Once it gets there, it's 
not in an email system at all - which means procmail can't get to it at 
all.

I'm talking about bouncing a message AFTER it is in RT.  After all, 
there is no way to determine which messages need to get bounced until a 
person looks at it in RT.  Therefore, this would have to be a 
function/addon in RT.


-- 
Chris Barnes                           AOL IM: CNBarnes
chris-barnes at tamu.edu                Yahoo IM: chrisnbarnes
Computer Systems Manager               MSN IM: chris at txbarnes.com
Department of Physics                      ph: 979-845-1379
Texas A&M University                      fax: 979-845-2590


From kfcrocker at lbl.gov  Tue Apr 19 17:09:56 2011
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Tue, 19 Apr 2011 14:09:56 -0700
Subject: [rt-users] Users Handbook
In-Reply-To: <435CB3214F92FD4E8E5CEEB86A20440240FB59E12A@MAILBOX.tbcnet.biltmore.com>
References: <db2f0a52213bdb2b618166b3745f53eb.squirrel@mail.seiner.com>
	<BANLkTinXWxof4LVL7gWmpOZioz4Z7y7OCw@mail.gmail.com>
	<892593C9CA8E25458C440A63DDC6774D01489AD8@DG-HEXMBX02.daisy.group>
	<BANLkTimavY8f0_K2=jxR=bmWd41uroimZg@mail.gmail.com>
	<BANLkTi=bQ8Mg+05+WzpuG-mtxbsTAizAZA@mail.gmail.com>
	<435CB3214F92FD4E8E5CEEB86A20440240FB59E12A@MAILBOX.tbcnet.biltmore.com>
Message-ID: <BANLkTinn5Atr=rof1Y8MMMgDKrnPswJdgQ@mail.gmail.com>

Jason, Miachael, Yan, Kevin, Raed, Tyler & Drew,

I will certainly mail each of you a copy of both the User's Guide as well as
the Queue Admin Guide. You must keep in mind that this documentation is
tailored towards the way we do things here at LBNL. We have over 100 Queues
that are used to support Application Projects/Systems/Support. In most
cases, we have a WorkFlow process that includes Review & Approval of
requests before being moved to the support Queue as well as QA procedures
that allow for separate approval of QA test results (by another team or the
requestors, etc) before migration to production & Resolution. That means I
the documentation will be referring to Ticket Status values we added, Custom
Fields & Scrips created for these processes.

As long as you guys plan to rip out what you don't need, it can be useful as
a baseline of instruction on understanding terminology, privileges,
notification scrips, searching & reporting (including dashboards), and on.

I hope it will be useful for you.

I'll be sending them out in a couple of hours.

Kenn
LBNL

On Tue, Apr 19, 2011 at 1:40 PM, Jason Ledford <jledford at biltmore.com>wrote:

> Can I get a copy?
>
>
>
> *From:* rt-users-bounces at lists.bestpractical.com [mailto:
> rt-users-bounces at lists.bestpractical.com] *On Behalf Of *Kenneth Crocker
>
> *Sent:* Tuesday, April 19, 2011 3:15 PM
> *To:* rt-users at lists.bestpractical.com
> *Subject:* Re: [rt-users] Users Handbook
>
>
>
> Raed & Kevin,
>
> I'll have to send these to your individual email address as the User's list
> will stop it cause the attachments are so large.
>
> Kenn
> LBNL
>
> On Tue, Apr 19, 2011 at 9:48 AM, Kenneth Crocker <kfcrocker at lbl.gov>
> wrote:
>
> Raed,
>
> Absolutely! Right now I'm prepping it to remove any company info that
> shouldn't go out. Both Guides should be ready by EOD.
>
> BTW, the guides are based on 3.8.7, including screen shots, etc.
>
> Kenn
> LBNL
>
>
>
> On Tue, Apr 19, 2011 at 9:33 AM, Raed El-Hames <
> Raed.El-Hames at daisygroupplc.com> wrote:
>
> Hello Kenn:
>
>
>
> Ist possible you can share your Users Guide , I?ve been planning to make
> one for my users in here for a while, but other work keep cropping up, and
> any help starting this will be useful.
>
>
>
> Regards;
>
> Roy
>
>
>
> *From:* rt-users-bounces at lists.bestpractical.com [mailto:
> rt-users-bounces at lists.bestpractical.com] *On Behalf Of *Kenneth Crocker
> *Sent:* 19 April 2011 00:12
> *To:* rt-users at lists.bestpractical.com
> *Subject:* Re: [rt-users] Users Handbook
>
>
>
> Yan,
>
> I developed some guides for our user's. It has a Glossary of terms and
> references tp Privileges (the Admin guide). However, it refers to workflow
> functions and scrip that we developed that might not be in sync with what
> you do. This is what the TOC for the User's Guide looks like:
>
> 1: Introduction. - 1 -
>
> 2: Administration. - 5 -
>
> 3: Logging In. - 7 -
>
> 4: Home Page. - 8 -
>
> 5: Tickets Interface. - 14 -
>
> 6: Common Tasks. - 26 -
>
>     Searching, Reporting & Dashboards: - 26 -
>
>     Create a Ticket: - 26 -
>
>     Correspondence with a Ticket: - 26 -
>
> 7: Ticket Owner Tasks. - 27 -
>
>     Updating Multiple Tickets (Bulk Update): - 28 -
>
>     Initiating the Review Process: - 31 -
>
>     Updating the Development Progress of an ?Open? Ticket: - 32 -
>
>     Managing Ticket Relationships: - 35 -
>
>     Initiating the QA WorkFlow Process: - 35 -
>
>     Resolving a Ticket: - 35 -
>
> 8: Email Interface. - 36 -
>
> 9: Support - 38 -
>
> Appendix A: Glossary of Terms  - 39 -<#12f6f7e4caccebdd_12f6ea9a4fbdc8c2_12f6e9bbf5073025__Toc2>
>
> This is what the TOC for the Queue Admin Guide looks like:
>
> 1: Introduction. - 1 -
>
> 2: System Administration Requests. - 2 -
>
>     Request a New Queue: - 2 -
>
>     Request a New Group: - 4 -
>
>     Request a New Custom Field: - 6 -
>
>     Set up Notifications: - 7 -
>
> 3: Queue Administration. - 8 -
>
>     Adding Members to a Group: - 8 -
>
>     Configure Group Rights/Privileges: - 11 -
>
>     Sample Instructions to Setup Access Rights for a Queue: - 11 -
>
>     Apply a Custom Field to a Queue: - 17 -
>
>     Project Management: - 22 -
>
>     Calendar View of Tickets: - 22 -
>
>     Dashboards for Systematic Reporting: - 22 -
>
>     Initiating the Review Process: - 22 -
>
>     Initiating the QA WorkFlow Process: - 22 -
>
>     Resolving a Ticket: - 22 -
>
> 4: Support - 23 -
>
> Appendix A: Glossary of Terms. - 24 -
>
> Appendix B: Rights and Privileges  - 25 -<#12f6f7e4caccebdd_12f6ea9a4fbdc8c2_12f6e9bbf5073025__Toc2>
>
> I also have a System Admin Guide but I'm sure you aren't interested in
> that. Let me know.
>
> Kenn
> LBNL
>
> On Mon, Apr 18, 2011 at 2:22 PM, Yan Seiner <yan at seiner.com> wrote:
>
> Is there a Users Handbook available?  I will be deploying RT as a pilot
> project and would like to have some materials for the users to refer to.
>
> --Yan
>
>
> --
> If you have eight hours to chop down a tree
> spend six sharpening your axe.
> --Abraham Lincoln
>
>
>
>
>
>
>
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From vadud3 at gmail.com  Tue Apr 19 17:21:48 2011
From: vadud3 at gmail.com (Asif Iqbal)
Date: Tue, 19 Apr 2011 17:21:48 -0400
Subject: [rt-users] Users Handbook
In-Reply-To: <BANLkTinn5Atr=rof1Y8MMMgDKrnPswJdgQ@mail.gmail.com>
References: <db2f0a52213bdb2b618166b3745f53eb.squirrel@mail.seiner.com>
	<BANLkTinXWxof4LVL7gWmpOZioz4Z7y7OCw@mail.gmail.com>
	<892593C9CA8E25458C440A63DDC6774D01489AD8@DG-HEXMBX02.daisy.group>
	<BANLkTimavY8f0_K2=jxR=bmWd41uroimZg@mail.gmail.com>
	<BANLkTi=bQ8Mg+05+WzpuG-mtxbsTAizAZA@mail.gmail.com>
	<435CB3214F92FD4E8E5CEEB86A20440240FB59E12A@MAILBOX.tbcnet.biltmore.com>
	<BANLkTinn5Atr=rof1Y8MMMgDKrnPswJdgQ@mail.gmail.com>
Message-ID: <BANLkTi=vnRPxbz_dzmfL_pi9xSGGhSA0hQ@mail.gmail.com>

I like to get a copy to if that is possible.


On Tue, Apr 19, 2011 at 5:09 PM, Kenneth Crocker <kfcrocker at lbl.gov> wrote:
> Jason, Miachael, Yan, Kevin, Raed, Tyler & Drew,
>
> I will certainly mail each of you a copy of both the User's Guide as well as
> the Queue Admin Guide. You must keep in mind that this documentation is
> tailored towards the way we do things here at LBNL. We have over 100 Queues
> that are used to support Application Projects/Systems/Support. In most
> cases, we have a WorkFlow process that includes Review & Approval of
> requests before being moved to the support Queue as well as QA procedures
> that allow for separate approval of QA test results (by another team or the
> requestors, etc) before migration to production & Resolution. That means I
> the documentation will be referring to Ticket Status values we added, Custom
> Fields & Scrips created for these processes.
>
> As long as you guys plan to rip out what you don't need, it can be useful as
> a baseline of instruction on understanding terminology, privileges,
> notification scrips, searching & reporting (including dashboards), and on.
>
> I hope it will be useful for you.
>
> I'll be sending them out in a couple of hours.
>
> Kenn
> LBNL
>
> On Tue, Apr 19, 2011 at 1:40 PM, Jason Ledford <jledford at biltmore.com>
> wrote:
>>
>> Can I get a copy?
>>
>>
>>
>> From: rt-users-bounces at lists.bestpractical.com
>> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kenneth
>> Crocker
>>
>> Sent: Tuesday, April 19, 2011 3:15 PM
>> To: rt-users at lists.bestpractical.com
>> Subject: Re: [rt-users] Users Handbook
>>
>>
>>
>> Raed & Kevin,
>>
>> I'll have to send these to your individual email address as the User's
>> list will stop it cause the attachments are so large.
>>
>> Kenn
>> LBNL
>>
>> On Tue, Apr 19, 2011 at 9:48 AM, Kenneth Crocker <kfcrocker at lbl.gov>
>> wrote:
>>
>> Raed,
>>
>> Absolutely! Right now I'm prepping it to remove any company info that
>> shouldn't go out. Both Guides should be ready by EOD.
>>
>> BTW, the guides are based on 3.8.7, including screen shots, etc.
>>
>> Kenn
>> LBNL
>>
>>
>>
>> On Tue, Apr 19, 2011 at 9:33 AM, Raed El-Hames
>> <Raed.El-Hames at daisygroupplc.com> wrote:
>>
>> Hello Kenn:
>>
>>
>>
>> Ist possible you can share your Users Guide , I?ve been planning to make
>> one for my users in here for a while, but other work keep cropping up, and
>> any help starting this will be useful.
>>
>>
>>
>> Regards;
>>
>> Roy
>>
>>
>>
>> From: rt-users-bounces at lists.bestpractical.com
>> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kenneth
>> Crocker
>> Sent: 19 April 2011 00:12
>> To: rt-users at lists.bestpractical.com
>> Subject: Re: [rt-users] Users Handbook
>>
>>
>>
>> Yan,
>>
>> I developed some guides for our user's. It has a Glossary of terms and
>> references tp Privileges (the Admin guide). However, it refers to workflow
>> functions and scrip that we developed that might not be in sync with what
>> you do. This is what the TOC for the User's Guide looks like:
>>
>> 1: Introduction. - 1 -
>>
>> 2: Administration. - 5 -
>>
>> 3: Logging In. - 7 -
>>
>> 4: Home Page. - 8 -
>>
>> 5: Tickets Interface. - 14 -
>>
>> 6: Common Tasks. - 26 -
>>
>> ??? Searching, Reporting & Dashboards: - 26 -
>>
>> ??? Create a Ticket: - 26 -
>>
>> ??? Correspondence with a Ticket: - 26 -
>>
>> 7: Ticket Owner Tasks. - 27 -
>>
>> ??? Updating Multiple Tickets (Bulk Update): - 28 -
>>
>> ??? Initiating the Review Process: - 31 -
>>
>> ??? Updating the Development Progress of an ?Open? Ticket: - 32 -
>>
>> ??? Managing Ticket Relationships: - 35 -
>>
>> ??? Initiating the QA WorkFlow Process: - 35 -
>>
>> ??? Resolving a Ticket: - 35 -
>>
>> 8: Email Interface. - 36 -
>>
>> 9: Support - 38 -
>>
>> Appendix A: Glossary of Terms? - 39 -
>>
>> This is what the TOC for the Queue Admin Guide looks like:
>>
>> 1: Introduction. - 1 -
>>
>> 2: System Administration Requests. - 2 -
>>
>> ??? Request a New Queue: - 2 -
>>
>> ??? Request a New Group: - 4 -
>>
>> ??? Request a New Custom Field: - 6 -
>>
>> ??? Set up Notifications: - 7 -
>>
>> 3: Queue Administration. - 8 -
>>
>> ??? Adding Members to a Group: - 8 -
>>
>> ??? Configure Group Rights/Privileges: - 11 -
>>
>> ??? Sample Instructions to Setup Access Rights for a Queue: - 11 -
>>
>> ??? Apply a Custom Field to a Queue: - 17 -
>>
>> ??? Project Management: - 22 -
>>
>> ??? Calendar View of Tickets: - 22 -
>>
>> ??? Dashboards for Systematic Reporting: - 22 -
>>
>> ??? Initiating the Review Process: - 22 -
>>
>> ??? Initiating the QA WorkFlow Process: - 22 -
>>
>> ??? Resolving a Ticket: - 22 -
>>
>> 4: Support - 23 -
>>
>> Appendix A: Glossary of Terms. - 24 -
>>
>> Appendix B: Rights and Privileges? - 25 -
>>
>> I also have a System Admin Guide but I'm sure you aren't interested in
>> that. Let me know.
>>
>> Kenn
>> LBNL
>>
>> On Mon, Apr 18, 2011 at 2:22 PM, Yan Seiner <yan at seiner.com> wrote:
>>
>> Is there a Users Handbook available? ?I will be deploying RT as a pilot
>> project and would like to have some materials for the users to refer to.
>>
>> --Yan
>>
>>
>> --
>> If you have eight hours to chop down a tree
>> spend six sharpening your axe.
>> --Abraham Lincoln
>>
>>
>>
>>
>>
>>
>



-- 
Asif Iqbal
PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu
A: Because it messes up the order in which people normally read text.
Q: Why is top-posting such a bad thing?


From kfcrocker at lbl.gov  Tue Apr 19 17:39:10 2011
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Tue, 19 Apr 2011 14:39:10 -0700
Subject: [rt-users] Users Handbook
In-Reply-To: <BANLkTi=vnRPxbz_dzmfL_pi9xSGGhSA0hQ@mail.gmail.com>
References: <db2f0a52213bdb2b618166b3745f53eb.squirrel@mail.seiner.com>
	<BANLkTinXWxof4LVL7gWmpOZioz4Z7y7OCw@mail.gmail.com>
	<892593C9CA8E25458C440A63DDC6774D01489AD8@DG-HEXMBX02.daisy.group>
	<BANLkTimavY8f0_K2=jxR=bmWd41uroimZg@mail.gmail.com>
	<BANLkTi=bQ8Mg+05+WzpuG-mtxbsTAizAZA@mail.gmail.com>
	<435CB3214F92FD4E8E5CEEB86A20440240FB59E12A@MAILBOX.tbcnet.biltmore.com>
	<BANLkTinn5Atr=rof1Y8MMMgDKrnPswJdgQ@mail.gmail.com>
	<BANLkTi=vnRPxbz_dzmfL_pi9xSGGhSA0hQ@mail.gmail.com>
Message-ID: <BANLkTimV1MypMYNxpSU96QiHjuhMLS2anw@mail.gmail.com>

Asif,

Sure.

Kenn

On Tue, Apr 19, 2011 at 2:21 PM, Asif Iqbal <vadud3 at gmail.com> wrote:

> I like to get a copy to if that is possible.
>
>
> On Tue, Apr 19, 2011 at 5:09 PM, Kenneth Crocker <kfcrocker at lbl.gov>
> wrote:
> > Jason, Miachael, Yan, Kevin, Raed, Tyler & Drew,
> >
> > I will certainly mail each of you a copy of both the User's Guide as well
> as
> > the Queue Admin Guide. You must keep in mind that this documentation is
> > tailored towards the way we do things here at LBNL. We have over 100
> Queues
> > that are used to support Application Projects/Systems/Support. In most
> > cases, we have a WorkFlow process that includes Review & Approval of
> > requests before being moved to the support Queue as well as QA procedures
> > that allow for separate approval of QA test results (by another team or
> the
> > requestors, etc) before migration to production & Resolution. That means
> I
> > the documentation will be referring to Ticket Status values we added,
> Custom
> > Fields & Scrips created for these processes.
> >
> > As long as you guys plan to rip out what you don't need, it can be useful
> as
> > a baseline of instruction on understanding terminology, privileges,
> > notification scrips, searching & reporting (including dashboards), and
> on.
> >
> > I hope it will be useful for you.
> >
> > I'll be sending them out in a couple of hours.
> >
> > Kenn
> > LBNL
> >
> > On Tue, Apr 19, 2011 at 1:40 PM, Jason Ledford <jledford at biltmore.com>
> > wrote:
> >>
> >> Can I get a copy?
> >>
> >>
> >>
> >> From: rt-users-bounces at lists.bestpractical.com
> >> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kenneth
> >> Crocker
> >>
> >> Sent: Tuesday, April 19, 2011 3:15 PM
> >> To: rt-users at lists.bestpractical.com
> >> Subject: Re: [rt-users] Users Handbook
> >>
> >>
> >>
> >> Raed & Kevin,
> >>
> >> I'll have to send these to your individual email address as the User's
> >> list will stop it cause the attachments are so large.
> >>
> >> Kenn
> >> LBNL
> >>
> >> On Tue, Apr 19, 2011 at 9:48 AM, Kenneth Crocker <kfcrocker at lbl.gov>
> >> wrote:
> >>
> >> Raed,
> >>
> >> Absolutely! Right now I'm prepping it to remove any company info that
> >> shouldn't go out. Both Guides should be ready by EOD.
> >>
> >> BTW, the guides are based on 3.8.7, including screen shots, etc.
> >>
> >> Kenn
> >> LBNL
> >>
> >>
> >>
> >> On Tue, Apr 19, 2011 at 9:33 AM, Raed El-Hames
> >> <Raed.El-Hames at daisygroupplc.com> wrote:
> >>
> >> Hello Kenn:
> >>
> >>
> >>
> >> Ist possible you can share your Users Guide , I?ve been planning to make
> >> one for my users in here for a while, but other work keep cropping up,
> and
> >> any help starting this will be useful.
> >>
> >>
> >>
> >> Regards;
> >>
> >> Roy
> >>
> >>
> >>
> >> From: rt-users-bounces at lists.bestpractical.com
> >> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kenneth
> >> Crocker
> >> Sent: 19 April 2011 00:12
> >> To: rt-users at lists.bestpractical.com
> >> Subject: Re: [rt-users] Users Handbook
> >>
> >>
> >>
> >> Yan,
> >>
> >> I developed some guides for our user's. It has a Glossary of terms and
> >> references tp Privileges (the Admin guide). However, it refers to
> workflow
> >> functions and scrip that we developed that might not be in sync with
> what
> >> you do. This is what the TOC for the User's Guide looks like:
> >>
> >> 1: Introduction. - 1 -
> >>
> >> 2: Administration. - 5 -
> >>
> >> 3: Logging In. - 7 -
> >>
> >> 4: Home Page. - 8 -
> >>
> >> 5: Tickets Interface. - 14 -
> >>
> >> 6: Common Tasks. - 26 -
> >>
> >>     Searching, Reporting & Dashboards: - 26 -
> >>
> >>     Create a Ticket: - 26 -
> >>
> >>     Correspondence with a Ticket: - 26 -
> >>
> >> 7: Ticket Owner Tasks. - 27 -
> >>
> >>     Updating Multiple Tickets (Bulk Update): - 28 -
> >>
> >>     Initiating the Review Process: - 31 -
> >>
> >>     Updating the Development Progress of an ?Open? Ticket: - 32 -
> >>
> >>     Managing Ticket Relationships: - 35 -
> >>
> >>     Initiating the QA WorkFlow Process: - 35 -
> >>
> >>     Resolving a Ticket: - 35 -
> >>
> >> 8: Email Interface. - 36 -
> >>
> >> 9: Support - 38 -
> >>
> >> Appendix A: Glossary of Terms  - 39 -
> >>
> >> This is what the TOC for the Queue Admin Guide looks like:
> >>
> >> 1: Introduction. - 1 -
> >>
> >> 2: System Administration Requests. - 2 -
> >>
> >>     Request a New Queue: - 2 -
> >>
> >>     Request a New Group: - 4 -
> >>
> >>     Request a New Custom Field: - 6 -
> >>
> >>     Set up Notifications: - 7 -
> >>
> >> 3: Queue Administration. - 8 -
> >>
> >>     Adding Members to a Group: - 8 -
> >>
> >>     Configure Group Rights/Privileges: - 11 -
> >>
> >>     Sample Instructions to Setup Access Rights for a Queue: - 11 -
> >>
> >>     Apply a Custom Field to a Queue: - 17 -
> >>
> >>     Project Management: - 22 -
> >>
> >>     Calendar View of Tickets: - 22 -
> >>
> >>     Dashboards for Systematic Reporting: - 22 -
> >>
> >>     Initiating the Review Process: - 22 -
> >>
> >>     Initiating the QA WorkFlow Process: - 22 -
> >>
> >>     Resolving a Ticket: - 22 -
> >>
> >> 4: Support - 23 -
> >>
> >> Appendix A: Glossary of Terms. - 24 -
> >>
> >> Appendix B: Rights and Privileges  - 25 -
> >>
> >> I also have a System Admin Guide but I'm sure you aren't interested in
> >> that. Let me know.
> >>
> >> Kenn
> >> LBNL
> >>
> >> On Mon, Apr 18, 2011 at 2:22 PM, Yan Seiner <yan at seiner.com> wrote:
> >>
> >> Is there a Users Handbook available?  I will be deploying RT as a pilot
> >> project and would like to have some materials for the users to refer to.
> >>
> >> --Yan
> >>
> >>
> >> --
> >> If you have eight hours to chop down a tree
> >> spend six sharpening your axe.
> >> --Abraham Lincoln
> >>
> >>
> >>
> >>
> >>
> >>
> >
>
>
>
> --
> Asif Iqbal
> PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu
> A: Because it messes up the order in which people normally read text.
> Q: Why is top-posting such a bad thing?
>
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From kfcrocker at lbl.gov  Tue Apr 19 18:29:51 2011
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Tue, 19 Apr 2011 15:29:51 -0700
Subject: [rt-users] Users Handbook
In-Reply-To: <4DAE02FD.9070802@pacbell.net>
References: <db2f0a52213bdb2b618166b3745f53eb.squirrel@mail.seiner.com>
	<BANLkTinXWxof4LVL7gWmpOZioz4Z7y7OCw@mail.gmail.com>
	<892593C9CA8E25458C440A63DDC6774D01489AD8@DG-HEXMBX02.daisy.group>
	<BANLkTimavY8f0_K2=jxR=bmWd41uroimZg@mail.gmail.com>
	<BANLkTi=bQ8Mg+05+WzpuG-mtxbsTAizAZA@mail.gmail.com>
	<435CB3214F92FD4E8E5CEEB86A20440240FB59E12A@MAILBOX.tbcnet.biltmore.com>
	<BANLkTinn5Atr=rof1Y8MMMgDKrnPswJdgQ@mail.gmail.com>
	<BANLkTi=vnRPxbz_dzmfL_pi9xSGGhSA0hQ@mail.gmail.com>
	<BANLkTimV1MypMYNxpSU96QiHjuhMLS2anw@mail.gmail.com>
	<4DAE02FD.9070802@pacbell.net>
Message-ID: <BANLkTimDtS2Z7wZ_r-0SAYyFzqhPq_tbVA@mail.gmail.com>

20/20,

Sure.

Kenn Crocker

On Tue, Apr 19, 2011 at 2:47 PM, 20/20 Lab <lab at pacbell.net> wrote:

>  Hate to feel like I'm jumping on a bandwagon; but I would appreciate a
> copy as well.
>
> -Matt
>
>
>
> On 04/19/2011 2:39 PM, Kenneth Crocker wrote:
>
> Asif,
>
> Sure.
>
> Kenn
>
> On Tue, Apr 19, 2011 at 2:21 PM, Asif Iqbal <vadud3 at gmail.com> wrote:
>
>> I like to get a copy to if that is possible.
>>
>>
>> On Tue, Apr 19, 2011 at 5:09 PM, Kenneth Crocker <kfcrocker at lbl.gov>
>> wrote:
>> > Jason, Miachael, Yan, Kevin, Raed, Tyler & Drew,
>> >
>> > I will certainly mail each of you a copy of both the User's Guide as
>> well as
>> > the Queue Admin Guide. You must keep in mind that this documentation is
>> > tailored towards the way we do things here at LBNL. We have over 100
>> Queues
>> > that are used to support Application Projects/Systems/Support. In most
>> > cases, we have a WorkFlow process that includes Review & Approval of
>> > requests before being moved to the support Queue as well as QA
>> procedures
>> > that allow for separate approval of QA test results (by another team or
>> the
>> > requestors, etc) before migration to production & Resolution. That means
>> I
>> > the documentation will be referring to Ticket Status values we added,
>> Custom
>> > Fields & Scrips created for these processes.
>> >
>> > As long as you guys plan to rip out what you don't need, it can be
>> useful as
>> > a baseline of instruction on understanding terminology, privileges,
>> > notification scrips, searching & reporting (including dashboards), and
>> on.
>> >
>> > I hope it will be useful for you.
>> >
>> > I'll be sending them out in a couple of hours.
>> >
>> > Kenn
>> > LBNL
>> >
>> > On Tue, Apr 19, 2011 at 1:40 PM, Jason Ledford <jledford at biltmore.com>
>> > wrote:
>> >>
>> >> Can I get a copy?
>> >>
>> >>
>> >>
>> >> From: rt-users-bounces at lists.bestpractical.com
>> >> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kenneth
>> >> Crocker
>> >>
>> >> Sent: Tuesday, April 19, 2011 3:15 PM
>> >> To: rt-users at lists.bestpractical.com
>> >> Subject: Re: [rt-users] Users Handbook
>> >>
>> >>
>> >>
>> >> Raed & Kevin,
>> >>
>> >> I'll have to send these to your individual email address as the User's
>> >> list will stop it cause the attachments are so large.
>> >>
>> >> Kenn
>> >> LBNL
>> >>
>> >> On Tue, Apr 19, 2011 at 9:48 AM, Kenneth Crocker <kfcrocker at lbl.gov>
>> >> wrote:
>> >>
>> >> Raed,
>> >>
>> >> Absolutely! Right now I'm prepping it to remove any company info that
>> >> shouldn't go out. Both Guides should be ready by EOD.
>> >>
>> >> BTW, the guides are based on 3.8.7, including screen shots, etc.
>> >>
>> >> Kenn
>> >> LBNL
>> >>
>> >>
>> >>
>> >> On Tue, Apr 19, 2011 at 9:33 AM, Raed El-Hames
>> >> <Raed.El-Hames at daisygroupplc.com> wrote:
>> >>
>> >> Hello Kenn:
>> >>
>> >>
>> >>
>> >> Ist possible you can share your Users Guide , I?ve been planning to
>> make
>> >> one for my users in here for a while, but other work keep cropping up,
>> and
>> >> any help starting this will be useful.
>> >>
>> >>
>> >>
>> >> Regards;
>> >>
>> >> Roy
>> >>
>> >>
>> >>
>> >> From: rt-users-bounces at lists.bestpractical.com
>> >> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kenneth
>> >> Crocker
>> >> Sent: 19 April 2011 00:12
>> >> To: rt-users at lists.bestpractical.com
>> >> Subject: Re: [rt-users] Users Handbook
>> >>
>> >>
>> >>
>> >> Yan,
>> >>
>> >> I developed some guides for our user's. It has a Glossary of terms and
>> >> references tp Privileges (the Admin guide). However, it refers to
>> workflow
>> >> functions and scrip that we developed that might not be in sync with
>> what
>> >> you do. This is what the TOC for the User's Guide looks like:
>> >>
>> >> 1: Introduction. - 1 -
>> >>
>> >> 2: Administration. - 5 -
>> >>
>> >> 3: Logging In. - 7 -
>> >>
>> >> 4: Home Page. - 8 -
>> >>
>> >> 5: Tickets Interface. - 14 -
>> >>
>> >> 6: Common Tasks. - 26 -
>> >>
>> >>     Searching, Reporting & Dashboards: - 26 -
>> >>
>> >>     Create a Ticket: - 26 -
>> >>
>> >>     Correspondence with a Ticket: - 26 -
>> >>
>> >> 7: Ticket Owner Tasks. - 27 -
>> >>
>> >>     Updating Multiple Tickets (Bulk Update): - 28 -
>> >>
>> >>     Initiating the Review Process: - 31 -
>> >>
>> >>     Updating the Development Progress of an ?Open? Ticket: - 32 -
>> >>
>> >>     Managing Ticket Relationships: - 35 -
>> >>
>> >>     Initiating the QA WorkFlow Process: - 35 -
>> >>
>> >>     Resolving a Ticket: - 35 -
>> >>
>> >> 8: Email Interface. - 36 -
>> >>
>> >> 9: Support - 38 -
>> >>
>> >> Appendix A: Glossary of Terms  - 39 -
>> >>
>> >> This is what the TOC for the Queue Admin Guide looks like:
>> >>
>> >> 1: Introduction. - 1 -
>> >>
>> >> 2: System Administration Requests. - 2 -
>> >>
>> >>     Request a New Queue: - 2 -
>> >>
>> >>     Request a New Group: - 4 -
>> >>
>> >>     Request a New Custom Field: - 6 -
>> >>
>> >>     Set up Notifications: - 7 -
>> >>
>> >> 3: Queue Administration. - 8 -
>> >>
>> >>     Adding Members to a Group: - 8 -
>> >>
>> >>     Configure Group Rights/Privileges: - 11 -
>> >>
>> >>     Sample Instructions to Setup Access Rights for a Queue: - 11 -
>> >>
>> >>     Apply a Custom Field to a Queue: - 17 -
>> >>
>> >>     Project Management: - 22 -
>> >>
>> >>     Calendar View of Tickets: - 22 -
>> >>
>> >>     Dashboards for Systematic Reporting: - 22 -
>> >>
>> >>     Initiating the Review Process: - 22 -
>> >>
>> >>     Initiating the QA WorkFlow Process: - 22 -
>> >>
>> >>     Resolving a Ticket: - 22 -
>> >>
>> >> 4: Support - 23 -
>> >>
>> >> Appendix A: Glossary of Terms. - 24 -
>> >>
>> >> Appendix B: Rights and Privileges  - 25 -
>> >>
>> >> I also have a System Admin Guide but I'm sure you aren't interested in
>> >> that. Let me know.
>> >>
>> >> Kenn
>> >> LBNL
>> >>
>> >> On Mon, Apr 18, 2011 at 2:22 PM, Yan Seiner <yan at seiner.com> wrote:
>> >>
>> >> Is there a Users Handbook available?  I will be deploying RT as a pilot
>> >> project and would like to have some materials for the users to refer
>> to.
>> >>
>> >> --Yan
>> >>
>> >>
>> >> --
>> >> If you have eight hours to chop down a tree
>> >> spend six sharpening your axe.
>> >> --Abraham Lincoln
>> >>
>> >>
>> >>
>> >>
>> >>
>> >>
>> >
>>
>>
>>
>>  --
>> Asif Iqbal
>> PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu
>> A: Because it messes up the order in which people normally read text.
>> Q: Why is top-posting such a bad thing?
>>
>
>
>
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From michael.steen at livetext.com  Tue Apr 19 19:28:13 2011
From: michael.steen at livetext.com (Michael Steen)
Date: Tue, 19 Apr 2011 18:28:13 -0500
Subject: [rt-users] Creating a custom correspdonence template
In-Reply-To: <4DACC960.9040407@staff.broadbandsolutions.com.au>
References: <4DACC960.9040407@staff.broadbandsolutions.com.au>
Message-ID: <BANLkTikccRSfx=XMW8gKVUROBARyWTt-sg@mail.gmail.com>

You might look at $UseFriendlyFrom in RT_Config.pm (of course changes should
be made in RT_SiteConfig.pm)

On Mon, Apr 18, 2011 at 6:29 PM, Brad Hughes <
brad at staff.broadbandsolutions.com.au> wrote:

> Hi List,
>
> We have just upgraded from RT 3.6.7 to 3.8.8.
>
> The first thing we noticed is that RT now uses the "Real Name" variable to
> show who posted comments/replies into a ticket, instead of the "Username"
> variable, which we were previously used too.
>
> In our case, all staff members "Real Names" are set to our company name, so
> after the upgrade we are unable to tell which staff member posted a
> comment/reply because they are all listed as our company name. The only
> reason we have our "Real Names" set to our company name, is because we want
> our staff members names to remain anonymous in Correspondence to customers.
>
> I have no problem changing our "Real Names" to our individual names, and
> that will fix part of the problem because we will then be able to see
> internally which staff member has updated a ticket, however doing that will
> then mean that when we send Correspondence to customers, they will see the
> staff members Real Name in the FROM field (eg John Citizen via RT).
>
> So I believe as well as changing our "Real Names" to our actual real names,
> I am also going to need to mofify the correspdance template, and some how
> get it to strip out our Real Name in the FROM field, and replace it with our
> company name.
>
> The problem I am having is I cannot find documentation on how I could do
> this.
>
> If someone could please point me in the right direction that would be much
> appreciated.
>
> --
>
> Kind regards,
>
> Brad Hughes
>
>
>
>
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From Joanne.Keown at coloradogroup.com.au  Tue Apr 19 19:39:54 2011
From: Joanne.Keown at coloradogroup.com.au (Joanne Keown)
Date: Wed, 20 Apr 2011 09:39:54 +1000
Subject: [rt-users] Users Handbook
In-Reply-To: <BANLkTimDtS2Z7wZ_r-0SAYyFzqhPq_tbVA@mail.gmail.com>
References: <db2f0a52213bdb2b618166b3745f53eb.squirrel@mail.seiner.com>
	<BANLkTinXWxof4LVL7gWmpOZioz4Z7y7OCw@mail.gmail.com>
	<892593C9CA8E25458C440A63DDC6774D01489AD8@DG-HEXMBX02.daisy.group>
	<BANLkTimavY8f0_K2=jxR=bmWd41uroimZg@mail.gmail.com>
	<BANLkTi=bQ8Mg+05+WzpuG-mtxbsTAizAZA@mail.gmail.com>
	<435CB3214F92FD4E8E5CEEB86A20440240FB59E12A@MAILBOX.tbcnet.biltmore.com>
	<BANLkTinn5Atr=rof1Y8MMMgDKrnPswJdgQ@mail.gmail.com>
	<BANLkTi=vnRPxbz_dzmfL_pi9xSGGhSA0hQ@mail.gmail.com>
	<BANLkTimV1MypMYNxpSU96QiHjuhMLS2anw@mail.gmail.com>
	<4DAE02FD.9070802@pacbell.net>
	<BANLkTimDtS2Z7wZ_r-0SAYyFzqhPq_tbVA@mail.gmail.com>
Message-ID: <0F5FC019E0CDF3459EE1B8D44E850727480727A005@BNE-EXCH.coloradogroup.com.au>

Hi Kenn,
Would I be able to have a copy of your handbook too?

Kind regards
Jo

Jo Keown, MBusAdmin(Mgt), PNA
IS Business Analyst
Colorado Group Ltd
100 Melbourne Street
South Brisbane  QLD   4101
Ph:    +61  7 3877 3399
Mobile:   0402 697 351
Email: joanne.keown at coloradogroup.com.au<mailto:joanne.keown at coloradogroup.com.au>

[cid:image001.png at 01CBFF3E.E760B100]<http://www.dianaferrari.com.au/>[cid:image002.png at 01CBFF3E.E760B100]<http://www.williamstheshoemen.com.au/>[cid:image003.png at 01CBFF3E.E760B100]<http://www.colorado.com.au/>[cid:image004.png at 01CBFF3E.E760B100]<http://www.jag.com.au/>[cid:image005.png at 01CBFF3E.E760B100]<http://www.mathers.com.au/>
[cid:image006.jpg at 01CBFF3E.E760B100]<http://www.fusioncard.com.au/> Sign up to FUSION<http://www.fusioncard.com.au/> now for special member offers at 5 of Australia's leading fashion brands.

From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kenneth Crocker
Sent: Wednesday, 20 April 2011 8:30 AM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Users Handbook

20/20,

Sure.

Kenn Crocker
On Tue, Apr 19, 2011 at 2:47 PM, 20/20 Lab <lab at pacbell.net<mailto:lab at pacbell.net>> wrote:
Hate to feel like I'm jumping on a bandwagon; but I would appreciate a copy as well.

-Matt



On 04/19/2011 2:39 PM, Kenneth Crocker wrote:
Asif,

Sure.

Kenn
On Tue, Apr 19, 2011 at 2:21 PM, Asif Iqbal <vadud3 at gmail.com<mailto:vadud3 at gmail.com>> wrote:
I like to get a copy to if that is possible.


On Tue, Apr 19, 2011 at 5:09 PM, Kenneth Crocker <kfcrocker at lbl.gov<mailto:kfcrocker at lbl.gov>> wrote:
> Jason, Miachael, Yan, Kevin, Raed, Tyler & Drew,
>
> I will certainly mail each of you a copy of both the User's Guide as well as
> the Queue Admin Guide. You must keep in mind that this documentation is
> tailored towards the way we do things here at LBNL. We have over 100 Queues
> that are used to support Application Projects/Systems/Support. In most
> cases, we have a WorkFlow process that includes Review & Approval of
> requests before being moved to the support Queue as well as QA procedures
> that allow for separate approval of QA test results (by another team or the
> requestors, etc) before migration to production & Resolution. That means I
> the documentation will be referring to Ticket Status values we added, Custom
> Fields & Scrips created for these processes.
>
> As long as you guys plan to rip out what you don't need, it can be useful as
> a baseline of instruction on understanding terminology, privileges,
> notification scrips, searching & reporting (including dashboards), and on.
>
> I hope it will be useful for you.
>
> I'll be sending them out in a couple of hours.
>
> Kenn
> LBNL
>
> On Tue, Apr 19, 2011 at 1:40 PM, Jason Ledford <jledford at biltmore.com<mailto:jledford at biltmore.com>>
> wrote:
>>
>> Can I get a copy?
>>
>>
>>
>> From: rt-users-bounces at lists.bestpractical.com<mailto:rt-users-bounces at lists.bestpractical.com>
>> [mailto:rt-users-bounces at lists.bestpractical.com<mailto:rt-users-bounces at lists.bestpractical.com>] On Behalf Of Kenneth
>> Crocker
>>
>> Sent: Tuesday, April 19, 2011 3:15 PM
>> To: rt-users at lists.bestpractical.com<mailto:rt-users at lists.bestpractical.com>
>> Subject: Re: [rt-users] Users Handbook
>>
>>
>>
>> Raed & Kevin,
>>
>> I'll have to send these to your individual email address as the User's
>> list will stop it cause the attachments are so large.
>>
>> Kenn
>> LBNL
>>
>> On Tue, Apr 19, 2011 at 9:48 AM, Kenneth Crocker <kfcrocker at lbl.gov<mailto:kfcrocker at lbl.gov>>
>> wrote:
>>
>> Raed,
>>
>> Absolutely! Right now I'm prepping it to remove any company info that
>> shouldn't go out. Both Guides should be ready by EOD.
>>
>> BTW, the guides are based on 3.8.7, including screen shots, etc.
>>
>> Kenn
>> LBNL
>>
>>
>>
>> On Tue, Apr 19, 2011 at 9:33 AM, Raed El-Hames
>> <Raed.El-Hames at daisygroupplc.com<mailto:Raed.El-Hames at daisygroupplc.com>> wrote:
>>
>> Hello Kenn:
>>
>>
>>
>> Ist possible you can share your Users Guide , I've been planning to make
>> one for my users in here for a while, but other work keep cropping up, and
>> any help starting this will be useful.
>>
>>
>>
>> Regards;
>>
>> Roy
>>
>>
>>
>> From: rt-users-bounces at lists.bestpractical.com<mailto:rt-users-bounces at lists.bestpractical.com>
>> [mailto:rt-users-bounces at lists.bestpractical.com<mailto:rt-users-bounces at lists.bestpractical.com>] On Behalf Of Kenneth
>> Crocker
>> Sent: 19 April 2011 00:12
>> To: rt-users at lists.bestpractical.com<mailto:rt-users at lists.bestpractical.com>
>> Subject: Re: [rt-users] Users Handbook
>>
>>
>>
>> Yan,
>>
>> I developed some guides for our user's. It has a Glossary of terms and
>> references tp Privileges (the Admin guide). However, it refers to workflow
>> functions and scrip that we developed that might not be in sync with what
>> you do. This is what the TOC for the User's Guide looks like:
>>
>> 1: Introduction. - 1 -
>>
>> 2: Administration. - 5 -
>>
>> 3: Logging In. - 7 -
>>
>> 4: Home Page. - 8 -
>>
>> 5: Tickets Interface. - 14 -
>>
>> 6: Common Tasks. - 26 -
>>
>>     Searching, Reporting & Dashboards: - 26 -
>>
>>     Create a Ticket: - 26 -
>>
>>     Correspondence with a Ticket: - 26 -
>>
>> 7: Ticket Owner Tasks. - 27 -
>>
>>     Updating Multiple Tickets (Bulk Update): - 28 -
>>
>>     Initiating the Review Process: - 31 -
>>
>>     Updating the Development Progress of an "Open" Ticket: - 32 -
>>
>>     Managing Ticket Relationships: - 35 -
>>
>>     Initiating the QA WorkFlow Process: - 35 -
>>
>>     Resolving a Ticket: - 35 -
>>
>> 8: Email Interface. - 36 -
>>
>> 9: Support - 38 -
>>
>> Appendix A: Glossary of Terms  - 39 -
>>
>> This is what the TOC for the Queue Admin Guide looks like:
>>
>> 1: Introduction. - 1 -
>>
>> 2: System Administration Requests. - 2 -
>>
>>     Request a New Queue: - 2 -
>>
>>     Request a New Group: - 4 -
>>
>>     Request a New Custom Field: - 6 -
>>
>>     Set up Notifications: - 7 -
>>
>> 3: Queue Administration. - 8 -
>>
>>     Adding Members to a Group: - 8 -
>>
>>     Configure Group Rights/Privileges: - 11 -
>>
>>     Sample Instructions to Setup Access Rights for a Queue: - 11 -
>>
>>     Apply a Custom Field to a Queue: - 17 -
>>
>>     Project Management: - 22 -
>>
>>     Calendar View of Tickets: - 22 -
>>
>>     Dashboards for Systematic Reporting: - 22 -
>>
>>     Initiating the Review Process: - 22 -
>>
>>     Initiating the QA WorkFlow Process: - 22 -
>>
>>     Resolving a Ticket: - 22 -
>>
>> 4: Support - 23 -
>>
>> Appendix A: Glossary of Terms. - 24 -
>>
>> Appendix B: Rights and Privileges  - 25 -
>>
>> I also have a System Admin Guide but I'm sure you aren't interested in
>> that. Let me know.
>>
>> Kenn
>> LBNL
>>
>> On Mon, Apr 18, 2011 at 2:22 PM, Yan Seiner <yan at seiner.com<mailto:yan at seiner.com>> wrote:
>>
>> Is there a Users Handbook available?  I will be deploying RT as a pilot
>> project and would like to have some materials for the users to refer to.
>>
>> --Yan
>>
>>
>> --
>> If you have eight hours to chop down a tree
>> spend six sharpening your axe.
>> --Abraham Lincoln
>>
>>
>>
>>
>>
>>
>


--
Asif Iqbal
PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu<http://pgp.mit.edu>
A: Because it messes up the order in which people normally read text.
Q: Why is top-posting such a bad thing?



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From dustin.berube at gmail.com  Tue Apr 19 19:55:09 2011
From: dustin.berube at gmail.com (Dustin Berube)
Date: Tue, 19 Apr 2011 19:55:09 -0400
Subject: [rt-users] Users Handbook
In-Reply-To: <0F5FC019E0CDF3459EE1B8D44E850727480727A005@BNE-EXCH.coloradogroup.com.au>
References: <db2f0a52213bdb2b618166b3745f53eb.squirrel@mail.seiner.com>
	<BANLkTinXWxof4LVL7gWmpOZioz4Z7y7OCw@mail.gmail.com>
	<892593C9CA8E25458C440A63DDC6774D01489AD8@DG-HEXMBX02.daisy.group>
	<BANLkTimavY8f0_K2=jxR=bmWd41uroimZg@mail.gmail.com>
	<BANLkTi=bQ8Mg+05+WzpuG-mtxbsTAizAZA@mail.gmail.com>
	<435CB3214F92FD4E8E5CEEB86A20440240FB59E12A@MAILBOX.tbcnet.biltmore.com>
	<BANLkTinn5Atr=rof1Y8MMMgDKrnPswJdgQ@mail.gmail.com>
	<BANLkTi=vnRPxbz_dzmfL_pi9xSGGhSA0hQ@mail.gmail.com>
	<BANLkTimV1MypMYNxpSU96QiHjuhMLS2anw@mail.gmail.com>
	<4DAE02FD.9070802@pacbell.net>
	<BANLkTimDtS2Z7wZ_r-0SAYyFzqhPq_tbVA@mail.gmail.com>
	<0F5FC019E0CDF3459EE1B8D44E850727480727A005@BNE-EXCH.coloradogroup.com.au>
Message-ID: <BANLkTikjQVYk_EK=kE0hvqpiDG4k9b6qYw@mail.gmail.com>

Kenn

Can I get a copy as well?

Thanks
Dustin
On Apr 19, 2011 7:50 PM, "Joanne Keown" <Joanne.Keown at coloradogroup.com.au>
wrote:
> Hi Kenn,
> Would I be able to have a copy of your handbook too?
>
> Kind regards
> Jo
>
> Jo Keown, MBusAdmin(Mgt), PNA
> IS Business Analyst
> Colorado Group Ltd
> 100 Melbourne Street
> South Brisbane QLD 4101
> Ph: +61 7 3877 3399
> Mobile: 0402 697 351
> Email: joanne.keown at coloradogroup.com.au<mailto:
joanne.keown at coloradogroup.com.au>
>
> [cid:image001.png at 01CBFF3E.E760B100]<http://www.dianaferrari.com.au/
>[cid:image002.png at 01CBFF3E.E760B100]<http://www.williamstheshoemen.com.au/
>[cid:image003.png at 01CBFF3E.E760B100]<http://www.colorado.com.au/
>[cid:image004.png at 01CBFF3E.E760B100]<http://www.jag.com.au/
>[cid:image005.png at 01CBFF3E.E760B100]<http://www.mathers.com.au/>
> [cid:image006.jpg at 01CBFF3E.E760B100]<http://www.fusioncard.com.au/> Sign
up to FUSION<http://www.fusioncard.com.au/> now for special member offers at
5 of Australia's leading fashion brands.
>
> From: rt-users-bounces at lists.bestpractical.com [mailto:
rt-users-bounces at lists.bestpractical.com] On Behalf Of Kenneth Crocker
> Sent: Wednesday, 20 April 2011 8:30 AM
> To: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] Users Handbook
>
> 20/20,
>
> Sure.
>
> Kenn Crocker
> On Tue, Apr 19, 2011 at 2:47 PM, 20/20 Lab <lab at pacbell.net<mailto:
lab at pacbell.net>> wrote:
> Hate to feel like I'm jumping on a bandwagon; but I would appreciate a
copy as well.
>
> -Matt
>
>
>
> On 04/19/2011 2:39 PM, Kenneth Crocker wrote:
> Asif,
>
> Sure.
>
> Kenn
> On Tue, Apr 19, 2011 at 2:21 PM, Asif Iqbal <vadud3 at gmail.com<mailto:
vadud3 at gmail.com>> wrote:
> I like to get a copy to if that is possible.
>
>
> On Tue, Apr 19, 2011 at 5:09 PM, Kenneth Crocker <kfcrocker at lbl.gov
<mailto:kfcrocker at lbl.gov>> wrote:
>> Jason, Miachael, Yan, Kevin, Raed, Tyler & Drew,
>>
>> I will certainly mail each of you a copy of both the User's Guide as well
as
>> the Queue Admin Guide. You must keep in mind that this documentation is
>> tailored towards the way we do things here at LBNL. We have over 100
Queues
>> that are used to support Application Projects/Systems/Support. In most
>> cases, we have a WorkFlow process that includes Review & Approval of
>> requests before being moved to the support Queue as well as QA procedures
>> that allow for separate approval of QA test results (by another team or
the
>> requestors, etc) before migration to production & Resolution. That means
I
>> the documentation will be referring to Ticket Status values we added,
Custom
>> Fields & Scrips created for these processes.
>>
>> As long as you guys plan to rip out what you don't need, it can be useful
as
>> a baseline of instruction on understanding terminology, privileges,
>> notification scrips, searching & reporting (including dashboards), and
on.
>>
>> I hope it will be useful for you.
>>
>> I'll be sending them out in a couple of hours.
>>
>> Kenn
>> LBNL
>>
>> On Tue, Apr 19, 2011 at 1:40 PM, Jason Ledford <jledford at biltmore.com
<mailto:jledford at biltmore.com>>
>> wrote:
>>>
>>> Can I get a copy?
>>>
>>>
>>>
>>> From: rt-users-bounces at lists.bestpractical.com<mailto:
rt-users-bounces at lists.bestpractical.com>
>>> [mailto:rt-users-bounces at lists.bestpractical.com<mailto:
rt-users-bounces at lists.bestpractical.com>] On Behalf Of Kenneth
>>> Crocker
>>>
>>> Sent: Tuesday, April 19, 2011 3:15 PM
>>> To: rt-users at lists.bestpractical.com<mailto:
rt-users at lists.bestpractical.com>
>>> Subject: Re: [rt-users] Users Handbook
>>>
>>>
>>>
>>> Raed & Kevin,
>>>
>>> I'll have to send these to your individual email address as the User's
>>> list will stop it cause the attachments are so large.
>>>
>>> Kenn
>>> LBNL
>>>
>>> On Tue, Apr 19, 2011 at 9:48 AM, Kenneth Crocker <kfcrocker at lbl.gov
<mailto:kfcrocker at lbl.gov>>
>>> wrote:
>>>
>>> Raed,
>>>
>>> Absolutely! Right now I'm prepping it to remove any company info that
>>> shouldn't go out. Both Guides should be ready by EOD.
>>>
>>> BTW, the guides are based on 3.8.7, including screen shots, etc.
>>>
>>> Kenn
>>> LBNL
>>>
>>>
>>>
>>> On Tue, Apr 19, 2011 at 9:33 AM, Raed El-Hames
>>> <Raed.El-Hames at daisygroupplc.com<mailto:Raed.El-Hames at daisygroupplc.com>>
wrote:
>>>
>>> Hello Kenn:
>>>
>>>
>>>
>>> Ist possible you can share your Users Guide , I've been planning to make
>>> one for my users in here for a while, but other work keep cropping up,
and
>>> any help starting this will be useful.
>>>
>>>
>>>
>>> Regards;
>>>
>>> Roy
>>>
>>>
>>>
>>> From: rt-users-bounces at lists.bestpractical.com<mailto:
rt-users-bounces at lists.bestpractical.com>
>>> [mailto:rt-users-bounces at lists.bestpractical.com<mailto:
rt-users-bounces at lists.bestpractical.com>] On Behalf Of Kenneth
>>> Crocker
>>> Sent: 19 April 2011 00:12
>>> To: rt-users at lists.bestpractical.com<mailto:
rt-users at lists.bestpractical.com>
>>> Subject: Re: [rt-users] Users Handbook
>>>
>>>
>>>
>>> Yan,
>>>
>>> I developed some guides for our user's. It has a Glossary of terms and
>>> references tp Privileges (the Admin guide). However, it refers to
workflow
>>> functions and scrip that we developed that might not be in sync with
what
>>> you do. This is what the TOC for the User's Guide looks like:
>>>
>>> 1: Introduction. - 1 -
>>>
>>> 2: Administration. - 5 -
>>>
>>> 3: Logging In. - 7 -
>>>
>>> 4: Home Page. - 8 -
>>>
>>> 5: Tickets Interface. - 14 -
>>>
>>> 6: Common Tasks. - 26 -
>>>
>>> Searching, Reporting & Dashboards: - 26 -
>>>
>>> Create a Ticket: - 26 -
>>>
>>> Correspondence with a Ticket: - 26 -
>>>
>>> 7: Ticket Owner Tasks. - 27 -
>>>
>>> Updating Multiple Tickets (Bulk Update): - 28 -
>>>
>>> Initiating the Review Process: - 31 -
>>>
>>> Updating the Development Progress of an "Open" Ticket: - 32 -
>>>
>>> Managing Ticket Relationships: - 35 -
>>>
>>> Initiating the QA WorkFlow Process: - 35 -
>>>
>>> Resolving a Ticket: - 35 -
>>>
>>> 8: Email Interface. - 36 -
>>>
>>> 9: Support - 38 -
>>>
>>> Appendix A: Glossary of Terms - 39 -
>>>
>>> This is what the TOC for the Queue Admin Guide looks like:
>>>
>>> 1: Introduction. - 1 -
>>>
>>> 2: System Administration Requests. - 2 -
>>>
>>> Request a New Queue: - 2 -
>>>
>>> Request a New Group: - 4 -
>>>
>>> Request a New Custom Field: - 6 -
>>>
>>> Set up Notifications: - 7 -
>>>
>>> 3: Queue Administration. - 8 -
>>>
>>> Adding Members to a Group: - 8 -
>>>
>>> Configure Group Rights/Privileges: - 11 -
>>>
>>> Sample Instructions to Setup Access Rights for a Queue: - 11 -
>>>
>>> Apply a Custom Field to a Queue: - 17 -
>>>
>>> Project Management: - 22 -
>>>
>>> Calendar View of Tickets: - 22 -
>>>
>>> Dashboards for Systematic Reporting: - 22 -
>>>
>>> Initiating the Review Process: - 22 -
>>>
>>> Initiating the QA WorkFlow Process: - 22 -
>>>
>>> Resolving a Ticket: - 22 -
>>>
>>> 4: Support - 23 -
>>>
>>> Appendix A: Glossary of Terms. - 24 -
>>>
>>> Appendix B: Rights and Privileges - 25 -
>>>
>>> I also have a System Admin Guide but I'm sure you aren't interested in
>>> that. Let me know.
>>>
>>> Kenn
>>> LBNL
>>>
>>> On Mon, Apr 18, 2011 at 2:22 PM, Yan Seiner <yan at seiner.com<mailto:
yan at seiner.com>> wrote:
>>>
>>> Is there a Users Handbook available? I will be deploying RT as a pilot
>>> project and would like to have some materials for the users to refer to.
>>>
>>> --Yan
>>>
>>>
>>> --
>>> If you have eight hours to chop down a tree
>>> spend six sharpening your axe.
>>> --Abraham Lincoln
>>>
>>>
>>>
>>>
>>>
>>>
>>
>
>
> --
> Asif Iqbal
> PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu<http://pgp.mit.edu>
> A: Because it messes up the order in which people normally read text.
> Q: Why is top-posting such a bad thing?
>
>
>
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From tdavey at gmail.com  Tue Apr 19 20:21:52 2011
From: tdavey at gmail.com (Tom Davey)
Date: Tue, 19 Apr 2011 20:21:52 -0400
Subject: [rt-users] Users Handbook
In-Reply-To: <BANLkTikjQVYk_EK=kE0hvqpiDG4k9b6qYw@mail.gmail.com>
References: <db2f0a52213bdb2b618166b3745f53eb.squirrel@mail.seiner.com>
	<BANLkTinXWxof4LVL7gWmpOZioz4Z7y7OCw@mail.gmail.com>
	<892593C9CA8E25458C440A63DDC6774D01489AD8@DG-HEXMBX02.daisy.group>
	<BANLkTimavY8f0_K2=jxR=bmWd41uroimZg@mail.gmail.com>
	<BANLkTi=bQ8Mg+05+WzpuG-mtxbsTAizAZA@mail.gmail.com>
	<435CB3214F92FD4E8E5CEEB86A20440240FB59E12A@MAILBOX.tbcnet.biltmore.com>
	<BANLkTinn5Atr=rof1Y8MMMgDKrnPswJdgQ@mail.gmail.com>
	<BANLkTi=vnRPxbz_dzmfL_pi9xSGGhSA0hQ@mail.gmail.com>
	<BANLkTimV1MypMYNxpSU96QiHjuhMLS2anw@mail.gmail.com>
	<4DAE02FD.9070802@pacbell.net>
	<BANLkTimDtS2Z7wZ_r-0SAYyFzqhPq_tbVA@mail.gmail.com>
	<0F5FC019E0CDF3459EE1B8D44E850727480727A005@BNE-EXCH.coloradogroup.com.au>
	<BANLkTikjQVYk_EK=kE0hvqpiDG4k9b6qYw@mail.gmail.com>
Message-ID: <BANLkTi=wgRQVw6b46Bmr0YeDO7sFMzV7NQ@mail.gmail.com>

Hi Ken,

I too would really love to get a copy of your two guides. They look
excellent, and would be a godsend to me. All the Website operations at
the Council on Foreign Relations in New York run via RT.

Thanks much,
Tom Davey

On Tue, Apr 19, 2011 at 7:55 PM, Dustin Berube <dustin.berube at gmail.com> wrote:
> Kenn
>
> Can I get a copy as well?
>
> Thanks
> Dustin
>
> On Apr 19, 2011 7:50 PM, "Joanne Keown" <Joanne.Keown at coloradogroup.com.au>
> wrote:
>> Hi Kenn,
>> Would I be able to have a copy of your handbook too?
>>
>> Kind regards
>> Jo
>>
>> Jo Keown, MBusAdmin(Mgt), PNA
>> IS Business Analyst
>> Colorado Group Ltd
>> 100 Melbourne Street
>> South Brisbane QLD 4101
>> Ph: +61 7 3877 3399
>> Mobile: 0402 697 351
>> Email:
>> joanne.keown at coloradogroup.com.au<mailto:joanne.keown at coloradogroup.com.au>
>>
>>
>> [cid:image001.png at 01CBFF3E.E760B100]<http://www.dianaferrari.com.au/>[cid:image002.png at 01CBFF3E.E760B100]<http://www.williamstheshoemen.com.au/>[cid:image003.png at 01CBFF3E.E760B100]<http://www.colorado.com.au/>[cid:image004.png at 01CBFF3E.E760B100]<http://www.jag.com.au/>[cid:image005.png at 01CBFF3E.E760B100]<http://www.mathers.com.au/>
>> [cid:image006.jpg at 01CBFF3E.E760B100]<http://www.fusioncard.com.au/> Sign
>> up to FUSION<http://www.fusioncard.com.au/> now for special member offers at
>> 5 of Australia's leading fashion brands.
>>
>> From: rt-users-bounces at lists.bestpractical.com
>> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kenneth
>> Crocker
>> Sent: Wednesday, 20 April 2011 8:30 AM
>> To: rt-users at lists.bestpractical.com
>> Subject: Re: [rt-users] Users Handbook
>>
>> 20/20,
>>
>> Sure.
>>
>> Kenn Crocker
>> On Tue, Apr 19, 2011 at 2:47 PM, 20/20 Lab
>> <lab at pacbell.net<mailto:lab at pacbell.net>> wrote:
>> Hate to feel like I'm jumping on a bandwagon; but I would appreciate a
>> copy as well.
>>
>> -Matt
>>
>>
>>
>> On 04/19/2011 2:39 PM, Kenneth Crocker wrote:
>> Asif,
>>
>> Sure.
>>
>> Kenn
>> On Tue, Apr 19, 2011 at 2:21 PM, Asif Iqbal
>> <vadud3 at gmail.com<mailto:vadud3 at gmail.com>> wrote:
>> I like to get a copy to if that is possible.
>>
>>
>> On Tue, Apr 19, 2011 at 5:09 PM, Kenneth Crocker
>> <kfcrocker at lbl.gov<mailto:kfcrocker at lbl.gov>> wrote:
>>> Jason, Miachael, Yan, Kevin, Raed, Tyler & Drew,
>>>
>>> I will certainly mail each of you a copy of both the User's Guide as well
>>> as
>>> the Queue Admin Guide. You must keep in mind that this documentation is
>>> tailored towards the way we do things here at LBNL. We have over 100
>>> Queues
>>> that are used to support Application Projects/Systems/Support. In most
>>> cases, we have a WorkFlow process that includes Review & Approval of
>>> requests before being moved to the support Queue as well as QA procedures
>>> that allow for separate approval of QA test results (by another team or
>>> the
>>> requestors, etc) before migration to production & Resolution. That means
>>> I
>>> the documentation will be referring to Ticket Status values we added,
>>> Custom
>>> Fields & Scrips created for these processes.
>>>
>>> As long as you guys plan to rip out what you don't need, it can be useful
>>> as
>>> a baseline of instruction on understanding terminology, privileges,
>>> notification scrips, searching & reporting (including dashboards), and
>>> on.
>>>
>>> I hope it will be useful for you.
>>>
>>> I'll be sending them out in a couple of hours.
>>>
>>> Kenn
>>> LBNL
>>>
>>> On Tue, Apr 19, 2011 at 1:40 PM, Jason Ledford
>>> <jledford at biltmore.com<mailto:jledford at biltmore.com>>
>>> wrote:
>>>>
>>>> Can I get a copy?
>>>>
>>>>
>>>>
>>>> From:
>>>> rt-users-bounces at lists.bestpractical.com<mailto:rt-users-bounces at lists.bestpractical.com>
>>>>
>>>> [mailto:rt-users-bounces at lists.bestpractical.com<mailto:rt-users-bounces at lists.bestpractical.com>]
>>>> On Behalf Of Kenneth
>>>> Crocker
>>>>
>>>> Sent: Tuesday, April 19, 2011 3:15 PM
>>>> To:
>>>> rt-users at lists.bestpractical.com<mailto:rt-users at lists.bestpractical.com>
>>>> Subject: Re: [rt-users] Users Handbook
>>>>
>>>>
>>>>
>>>> Raed & Kevin,
>>>>
>>>> I'll have to send these to your individual email address as the User's
>>>> list will stop it cause the attachments are so large.
>>>>
>>>> Kenn
>>>> LBNL
>>>>
>>>> On Tue, Apr 19, 2011 at 9:48 AM, Kenneth Crocker
>>>> <kfcrocker at lbl.gov<mailto:kfcrocker at lbl.gov>>
>>>> wrote:
>>>>
>>>> Raed,
>>>>
>>>> Absolutely! Right now I'm prepping it to remove any company info that
>>>> shouldn't go out. Both Guides should be ready by EOD.
>>>>
>>>> BTW, the guides are based on 3.8.7, including screen shots, etc.
>>>>
>>>> Kenn
>>>> LBNL
>>>>
>>>>
>>>>
>>>> On Tue, Apr 19, 2011 at 9:33 AM, Raed El-Hames
>>>>
>>>> <Raed.El-Hames at daisygroupplc.com<mailto:Raed.El-Hames at daisygroupplc.com>>
>>>> wrote:
>>>>
>>>> Hello Kenn:
>>>>
>>>>
>>>>
>>>> Ist possible you can share your Users Guide , I've been planning to make
>>>> one for my users in here for a while, but other work keep cropping up,
>>>> and
>>>> any help starting this will be useful.
>>>>
>>>>
>>>>
>>>> Regards;
>>>>
>>>> Roy
>>>>
>>>>
>>>>
>>>> From:
>>>> rt-users-bounces at lists.bestpractical.com<mailto:rt-users-bounces at lists.bestpractical.com>
>>>>
>>>> [mailto:rt-users-bounces at lists.bestpractical.com<mailto:rt-users-bounces at lists.bestpractical.com>]
>>>> On Behalf Of Kenneth
>>>> Crocker
>>>> Sent: 19 April 2011 00:12
>>>> To:
>>>> rt-users at lists.bestpractical.com<mailto:rt-users at lists.bestpractical.com>
>>>> Subject: Re: [rt-users] Users Handbook
>>>>
>>>>
>>>>
>>>> Yan,
>>>>
>>>> I developed some guides for our user's. It has a Glossary of terms and
>>>> references tp Privileges (the Admin guide). However, it refers to
>>>> workflow
>>>> functions and scrip that we developed that might not be in sync with
>>>> what
>>>> you do. This is what the TOC for the User's Guide looks like:
>>>>
>>>> 1: Introduction. - 1 -
>>>>
>>>> 2: Administration. - 5 -
>>>>
>>>> 3: Logging In. - 7 -
>>>>
>>>> 4: Home Page. - 8 -
>>>>
>>>> 5: Tickets Interface. - 14 -
>>>>
>>>> 6: Common Tasks. - 26 -
>>>>
>>>> Searching, Reporting & Dashboards: - 26 -
>>>>
>>>> Create a Ticket: - 26 -
>>>>
>>>> Correspondence with a Ticket: - 26 -
>>>>
>>>> 7: Ticket Owner Tasks. - 27 -
>>>>
>>>> Updating Multiple Tickets (Bulk Update): - 28 -
>>>>
>>>> Initiating the Review Process: - 31 -
>>>>
>>>> Updating the Development Progress of an "Open" Ticket: - 32 -
>>>>
>>>> Managing Ticket Relationships: - 35 -
>>>>
>>>> Initiating the QA WorkFlow Process: - 35 -
>>>>
>>>> Resolving a Ticket: - 35 -
>>>>
>>>> 8: Email Interface. - 36 -
>>>>
>>>> 9: Support - 38 -
>>>>
>>>> Appendix A: Glossary of Terms - 39 -
>>>>
>>>> This is what the TOC for the Queue Admin Guide looks like:
>>>>
>>>> 1: Introduction. - 1 -
>>>>
>>>> 2: System Administration Requests. - 2 -
>>>>
>>>> Request a New Queue: - 2 -
>>>>
>>>> Request a New Group: - 4 -
>>>>
>>>> Request a New Custom Field: - 6 -
>>>>
>>>> Set up Notifications: - 7 -
>>>>
>>>> 3: Queue Administration. - 8 -
>>>>
>>>> Adding Members to a Group: - 8 -
>>>>
>>>> Configure Group Rights/Privileges: - 11 -
>>>>
>>>> Sample Instructions to Setup Access Rights for a Queue: - 11 -
>>>>
>>>> Apply a Custom Field to a Queue: - 17 -
>>>>
>>>> Project Management: - 22 -
>>>>
>>>> Calendar View of Tickets: - 22 -
>>>>
>>>> Dashboards for Systematic Reporting: - 22 -
>>>>
>>>> Initiating the Review Process: - 22 -
>>>>
>>>> Initiating the QA WorkFlow Process: - 22 -
>>>>
>>>> Resolving a Ticket: - 22 -
>>>>
>>>> 4: Support - 23 -
>>>>
>>>> Appendix A: Glossary of Terms. - 24 -
>>>>
>>>> Appendix B: Rights and Privileges - 25 -
>>>>
>>>> I also have a System Admin Guide but I'm sure you aren't interested in
>>>> that. Let me know.
>>>>
>>>> Kenn
>>>> LBNL
>>>>
>>>> On Mon, Apr 18, 2011 at 2:22 PM, Yan Seiner
>>>> <yan at seiner.com<mailto:yan at seiner.com>> wrote:
>>>>
>>>> Is there a Users Handbook available? I will be deploying RT as a pilot
>>>> project and would like to have some materials for the users to refer to.
>>>>
>>>> --Yan
>>>>
>>>>
>>>> --
>>>> If you have eight hours to chop down a tree
>>>> spend six sharpening your axe.
>>>> --Abraham Lincoln
>>>>
>>>>
>>>>
>>>>
>>>>
>>>>
>>>
>>
>>
>> --
>> Asif Iqbal
>> PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu<http://pgp.mit.edu>
>> A: Because it messes up the order in which people normally read text.
>> Q: Why is top-posting such a bad thing?
>>
>>
>>
>



-- 
--
Tom Davey
tom at tomdavey.com
New York NY USA


From rocel at biz.phisl.net  Tue Apr 19 22:27:54 2011
From: rocel at biz.phisl.net (Rocel M. Lacida)
Date: Wed, 20 Apr 2011 10:27:54 +0800
Subject: [rt-users] Users Handbook
In-Reply-To: <BANLkTimDtS2Z7wZ_r-0SAYyFzqhPq_tbVA@mail.gmail.com>
References: <db2f0a52213bdb2b618166b3745f53eb.squirrel@mail.seiner.com>	<BANLkTinXWxof4LVL7gWmpOZioz4Z7y7OCw@mail.gmail.com>	<892593C9CA8E25458C440A63DDC6774D01489AD8@DG-HEXMBX02.daisy.group>	<BANLkTimavY8f0_K2=jxR=bmWd41uroimZg@mail.gmail.com>	<BANLkTi=bQ8Mg+05+WzpuG-mtxbsTAizAZA@mail.gmail.com>	<435CB3214F92FD4E8E5CEEB86A20440240FB59E12A@MAILBOX.tbcnet.biltmore.com>	<BANLkTinn5Atr=rof1Y8MMMgDKrnPswJdgQ@mail.gmail.com>	<BANLkTi=vnRPxbz_dzmfL_pi9xSGGhSA0hQ@mail.gmail.com>	<BANLkTimV1MypMYNxpSU96QiHjuhMLS2anw@mail.gmail.com>	<4DAE02FD.9070802@pacbell.net>
	<BANLkTimDtS2Z7wZ_r-0SAYyFzqhPq_tbVA@mail.gmail.com>
Message-ID: <4DAE44A9.9080906@biz.phisl.net>

Hello Ken,
Good Day!

Can I have a copy also. I really need to know more about RT.

Thanks in Advance
Rocel

On 4/20/2011 6:29 AM, Kenneth Crocker wrote:
> 20/20,
>
> Sure.
>
> Kenn Crocker
>
> On Tue, Apr 19, 2011 at 2:47 PM, 20/20 Lab <lab at pacbell.net 
> <mailto:lab at pacbell.net>> wrote:
>
>     Hate to feel like I'm jumping on a bandwagon; but I would
>     appreciate a copy as well.
>
>     -Matt
>
>
>
>     On 04/19/2011 2:39 PM, Kenneth Crocker wrote:
>>     Asif,
>>
>>     Sure.
>>
>>     Kenn
>>
>>     On Tue, Apr 19, 2011 at 2:21 PM, Asif Iqbal <vadud3 at gmail.com
>>     <mailto:vadud3 at gmail.com>> wrote:
>>
>>         I like to get a copy to if that is possible.
>>
>>
>>         On Tue, Apr 19, 2011 at 5:09 PM, Kenneth Crocker
>>         <kfcrocker at lbl.gov <mailto:kfcrocker at lbl.gov>> wrote:
>>         > Jason, Miachael, Yan, Kevin, Raed, Tyler & Drew,
>>         >
>>         > I will certainly mail each of you a copy of both the User's
>>         Guide as well as
>>         > the Queue Admin Guide. You must keep in mind that this
>>         documentation is
>>         > tailored towards the way we do things here at LBNL. We have
>>         over 100 Queues
>>         > that are used to support Application
>>         Projects/Systems/Support. In most
>>         > cases, we have a WorkFlow process that includes Review &
>>         Approval of
>>         > requests before being moved to the support Queue as well as
>>         QA procedures
>>         > that allow for separate approval of QA test results (by
>>         another team or the
>>         > requestors, etc) before migration to production &
>>         Resolution. That means I
>>         > the documentation will be referring to Ticket Status values
>>         we added, Custom
>>         > Fields & Scrips created for these processes.
>>         >
>>         > As long as you guys plan to rip out what you don't need, it
>>         can be useful as
>>         > a baseline of instruction on understanding terminology,
>>         privileges,
>>         > notification scrips, searching & reporting (including
>>         dashboards), and on.
>>         >
>>         > I hope it will be useful for you.
>>         >
>>         > I'll be sending them out in a couple of hours.
>>         >
>>         > Kenn
>>         > LBNL
>>         >
>>         > On Tue, Apr 19, 2011 at 1:40 PM, Jason Ledford
>>         <jledford at biltmore.com <mailto:jledford at biltmore.com>>
>>         > wrote:
>>         >>
>>         >> Can I get a copy?
>>         >>
>>         >>
>>         >>
>>         >> From: rt-users-bounces at lists.bestpractical.com
>>         <mailto:rt-users-bounces at lists.bestpractical.com>
>>         >> [mailto:rt-users-bounces at lists.bestpractical.com
>>         <mailto:rt-users-bounces at lists.bestpractical.com>] On Behalf
>>         Of Kenneth
>>         >> Crocker
>>         >>
>>         >> Sent: Tuesday, April 19, 2011 3:15 PM
>>         >> To: rt-users at lists.bestpractical.com
>>         <mailto:rt-users at lists.bestpractical.com>
>>         >> Subject: Re: [rt-users] Users Handbook
>>         >>
>>         >>
>>         >>
>>         >> Raed & Kevin,
>>         >>
>>         >> I'll have to send these to your individual email address
>>         as the User's
>>         >> list will stop it cause the attachments are so large.
>>         >>
>>         >> Kenn
>>         >> LBNL
>>         >>
>>         >> On Tue, Apr 19, 2011 at 9:48 AM, Kenneth Crocker
>>         <kfcrocker at lbl.gov <mailto:kfcrocker at lbl.gov>>
>>         >> wrote:
>>         >>
>>         >> Raed,
>>         >>
>>         >> Absolutely! Right now I'm prepping it to remove any
>>         company info that
>>         >> shouldn't go out. Both Guides should be ready by EOD.
>>         >>
>>         >> BTW, the guides are based on 3.8.7, including screen
>>         shots, etc.
>>         >>
>>         >> Kenn
>>         >> LBNL
>>         >>
>>         >>
>>         >>
>>         >> On Tue, Apr 19, 2011 at 9:33 AM, Raed El-Hames
>>         >> <Raed.El-Hames at daisygroupplc.com
>>         <mailto:Raed.El-Hames at daisygroupplc.com>> wrote:
>>         >>
>>         >> Hello Kenn:
>>         >>
>>         >>
>>         >>
>>         >> Ist possible you can share your Users Guide , I?ve been
>>         planning to make
>>         >> one for my users in here for a while, but other work keep
>>         cropping up, and
>>         >> any help starting this will be useful.
>>         >>
>>         >>
>>         >>
>>         >> Regards;
>>         >>
>>         >> Roy
>>         >>
>>         >>
>>         >>
>>         >> From: rt-users-bounces at lists.bestpractical.com
>>         <mailto:rt-users-bounces at lists.bestpractical.com>
>>         >> [mailto:rt-users-bounces at lists.bestpractical.com
>>         <mailto:rt-users-bounces at lists.bestpractical.com>] On Behalf
>>         Of Kenneth
>>         >> Crocker
>>         >> Sent: 19 April 2011 00:12
>>         >> To: rt-users at lists.bestpractical.com
>>         <mailto:rt-users at lists.bestpractical.com>
>>         >> Subject: Re: [rt-users] Users Handbook
>>         >>
>>         >>
>>         >>
>>         >> Yan,
>>         >>
>>         >> I developed some guides for our user's. It has a Glossary
>>         of terms and
>>         >> references tp Privileges (the Admin guide). However, it
>>         refers to workflow
>>         >> functions and scrip that we developed that might not be in
>>         sync with what
>>         >> you do. This is what the TOC for the User's Guide looks like:
>>         >>
>>         >> 1: Introduction. - 1 -
>>         >>
>>         >> 2: Administration. - 5 -
>>         >>
>>         >> 3: Logging In. - 7 -
>>         >>
>>         >> 4: Home Page. - 8 -
>>         >>
>>         >> 5: Tickets Interface. - 14 -
>>         >>
>>         >> 6: Common Tasks. - 26 -
>>         >>
>>         >>     Searching, Reporting & Dashboards: - 26 -
>>         >>
>>         >>     Create a Ticket: - 26 -
>>         >>
>>         >>     Correspondence with a Ticket: - 26 -
>>         >>
>>         >> 7: Ticket Owner Tasks. - 27 -
>>         >>
>>         >>     Updating Multiple Tickets (Bulk Update): - 28 -
>>         >>
>>         >>     Initiating the Review Process: - 31 -
>>         >>
>>         >>     Updating the Development Progress of an ?Open? Ticket:
>>         - 32 -
>>         >>
>>         >>     Managing Ticket Relationships: - 35 -
>>         >>
>>         >>     Initiating the QA WorkFlow Process: - 35 -
>>         >>
>>         >>     Resolving a Ticket: - 35 -
>>         >>
>>         >> 8: Email Interface. - 36 -
>>         >>
>>         >> 9: Support - 38 -
>>         >>
>>         >> Appendix A: Glossary of Terms  - 39 -
>>         >>
>>         >> This is what the TOC for the Queue Admin Guide looks like:
>>         >>
>>         >> 1: Introduction. - 1 -
>>         >>
>>         >> 2: System Administration Requests. - 2 -
>>         >>
>>         >>     Request a New Queue: - 2 -
>>         >>
>>         >>     Request a New Group: - 4 -
>>         >>
>>         >>     Request a New Custom Field: - 6 -
>>         >>
>>         >>     Set up Notifications: - 7 -
>>         >>
>>         >> 3: Queue Administration. - 8 -
>>         >>
>>         >>     Adding Members to a Group: - 8 -
>>         >>
>>         >>     Configure Group Rights/Privileges: - 11 -
>>         >>
>>         >>     Sample Instructions to Setup Access Rights for a
>>         Queue: - 11 -
>>         >>
>>         >>     Apply a Custom Field to a Queue: - 17 -
>>         >>
>>         >>     Project Management: - 22 -
>>         >>
>>         >>     Calendar View of Tickets: - 22 -
>>         >>
>>         >>     Dashboards for Systematic Reporting: - 22 -
>>         >>
>>         >>     Initiating the Review Process: - 22 -
>>         >>
>>         >>     Initiating the QA WorkFlow Process: - 22 -
>>         >>
>>         >>     Resolving a Ticket: - 22 -
>>         >>
>>         >> 4: Support - 23 -
>>         >>
>>         >> Appendix A: Glossary of Terms. - 24 -
>>         >>
>>         >> Appendix B: Rights and Privileges  - 25 -
>>         >>
>>         >> I also have a System Admin Guide but I'm sure you aren't
>>         interested in
>>         >> that. Let me know.
>>         >>
>>         >> Kenn
>>         >> LBNL
>>         >>
>>         >> On Mon, Apr 18, 2011 at 2:22 PM, Yan Seiner
>>         <yan at seiner.com <mailto:yan at seiner.com>> wrote:
>>         >>
>>         >> Is there a Users Handbook available?  I will be deploying
>>         RT as a pilot
>>         >> project and would like to have some materials for the
>>         users to refer to.
>>         >>
>>         >> --Yan
>>         >>
>>         >>
>>         >> --
>>         >> If you have eight hours to chop down a tree
>>         >> spend six sharpening your axe.
>>         >> --Abraham Lincoln
>>         >>
>>         >>
>>         >>
>>         >>
>>         >>
>>         >>
>>         >
>>
>>
>>
>>         --
>>         Asif Iqbal
>>         PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu <http://pgp.mit.edu>
>>         A: Because it messes up the order in which people normally
>>         read text.
>>         Q: Why is top-posting such a bad thing?
>>
>>
>
>
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From ruz at bestpractical.com  Tue Apr 19 23:40:57 2011
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Wed, 20 Apr 2011 07:40:57 +0400
Subject: [rt-users] "bouncing" a ticket out of RT
In-Reply-To: <4DADF356.7010504@tamu.edu>
References: <4DAC444B.4040508@tamu.edu> <20110419203645.GA60869@obspm.fr>
	<4DADF356.7010504@tamu.edu>
Message-ID: <BANLkTikZ5c7g4zwzEvayVOmOJHpx6LGtTg@mail.gmail.com>

On Wed, Apr 20, 2011 at 12:40 AM, Chris Barnes <chris-barnes at tamu.edu> wrote:
> On 4/19/2011 3:36 PM, Albert Shih wrote:

[snip]

Hi,

> I'm talking about bouncing a message AFTER it is in RT. ?After all, there is
> no way to determine which messages need to get bounced until a person looks
> at it in RT. ?Therefore, this would have to be a function/addon in RT.

As far as I know there is no such extension. With forward code in RT
it wouldn't be that hard to implement such thing. I don't know if
anybody is working on it.

Sounds like a good extension, but not for core.

> --
> Chris Barnes

-- 
Best regards, Ruslan.


From Graham.Williamson at m5networks.com.au  Tue Apr 19 23:56:47 2011
From: Graham.Williamson at m5networks.com.au (Graham  Williamson)
Date: Wed, 20 Apr 2011 13:56:47 +1000
Subject: [rt-users] Users Handbook
In-Reply-To: <BANLkTinn5Atr=rof1Y8MMMgDKrnPswJdgQ@mail.gmail.com>
References: <db2f0a52213bdb2b618166b3745f53eb.squirrel@mail.seiner.com>
	<BANLkTinXWxof4LVL7gWmpOZioz4Z7y7OCw@mail.gmail.com>
	<892593C9CA8E25458C440A63DDC6774D01489AD8@DG-HEXMBX02.daisy.group>
	<BANLkTimavY8f0_K2=jxR=bmWd41uroimZg@mail.gmail.com>
	<BANLkTi=bQ8Mg+05+WzpuG-mtxbsTAizAZA@mail.gmail.com>
	<435CB3214F92FD4E8E5CEEB86A20440240FB59E12A@MAILBOX.tbcnet.biltmore.com>
	<BANLkTinn5Atr=rof1Y8MMMgDKrnPswJdgQ@mail.gmail.com>
Message-ID: <FEB7F5601562EF43BCC6EE5C06738D400D585EC6F6@ACTSBS01.m5.local>

Hi Kenneth,

I'd appreciated a copy of the guides as well.

Regards,
Graham

From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kenneth Crocker
Sent: Wednesday, 20 April 2011 7:10 AM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Users Handbook

Jason, Miachael, Yan, Kevin, Raed, Tyler & Drew,

I will certainly mail each of you a copy of both the User's Guide as well as the Queue Admin Guide. You must keep in mind that this documentation is tailored towards the way we do things here at LBNL. We have over 100 Queues that are used to support Application Projects/Systems/Support. In most cases, we have a WorkFlow process that includes Review & Approval of requests before being moved to the support Queue as well as QA procedures that allow for separate approval of QA test results (by another team or the requestors, etc) before migration to production & Resolution. That means I the documentation will be referring to Ticket Status values we added, Custom Fields & Scrips created for these processes.

As long as you guys plan to rip out what you don't need, it can be useful as a baseline of instruction on understanding terminology, privileges, notification scrips, searching & reporting (including dashboards), and on.

I hope it will be useful for you.

I'll be sending them out in a couple of hours.

Kenn
LBNL
On Tue, Apr 19, 2011 at 1:40 PM, Jason Ledford <jledford at biltmore.com<mailto:jledford at biltmore.com>> wrote:
Can I get a copy?

From: rt-users-bounces at lists.bestpractical.com<mailto:rt-users-bounces at lists.bestpractical.com> [mailto:rt-users-bounces at lists.bestpractical.com<mailto:rt-users-bounces at lists.bestpractical.com>] On Behalf Of Kenneth Crocker

Sent: Tuesday, April 19, 2011 3:15 PM
To: rt-users at lists.bestpractical.com<mailto:rt-users at lists.bestpractical.com>
Subject: Re: [rt-users] Users Handbook

Raed & Kevin,

I'll have to send these to your individual email address as the User's list will stop it cause the attachments are so large.

Kenn
LBNL
On Tue, Apr 19, 2011 at 9:48 AM, Kenneth Crocker <kfcrocker at lbl.gov<mailto:kfcrocker at lbl.gov>> wrote:
Raed,

Absolutely! Right now I'm prepping it to remove any company info that shouldn't go out. Both Guides should be ready by EOD.

BTW, the guides are based on 3.8.7, including screen shots, etc.

Kenn
LBNL

On Tue, Apr 19, 2011 at 9:33 AM, Raed El-Hames <Raed.El-Hames at daisygroupplc.com<mailto:Raed.El-Hames at daisygroupplc.com>> wrote:
Hello Kenn:

Ist possible you can share your Users Guide , I've been planning to make one for my users in here for a while, but other work keep cropping up, and any help starting this will be useful.

Regards;
Roy

From: rt-users-bounces at lists.bestpractical.com<mailto:rt-users-bounces at lists.bestpractical.com> [mailto:rt-users-bounces at lists.bestpractical.com<mailto:rt-users-bounces at lists.bestpractical.com>] On Behalf Of Kenneth Crocker
Sent: 19 April 2011 00:12
To: rt-users at lists.bestpractical.com<mailto:rt-users at lists.bestpractical.com>
Subject: Re: [rt-users] Users Handbook

Yan,

I developed some guides for our user's. It has a Glossary of terms and references tp Privileges (the Admin guide). However, it refers to workflow functions and scrip that we developed that might not be in sync with what you do. This is what the TOC for the User's Guide looks like:

1: Introduction. - 1 -

2: Administration. - 5 -

3: Logging In. - 7 -

4: Home Page. - 8 -

5: Tickets Interface. - 14 -

6: Common Tasks. - 26 -

    Searching, Reporting & Dashboards: - 26 -

    Create a Ticket: - 26 -

    Correspondence with a Ticket: - 26 -

7: Ticket Owner Tasks. - 27 -

    Updating Multiple Tickets (Bulk Update): - 28 -

    Initiating the Review Process: - 31 -

    Updating the Development Progress of an "Open" Ticket: - 32 -

    Managing Ticket Relationships: - 35 -

    Initiating the QA WorkFlow Process: - 35 -

    Resolving a Ticket: - 35 -

8: Email Interface. - 36 -

9: Support - 38 -
Appendix A: Glossary of Terms  - 39 -

This is what the TOC for the Queue Admin Guide looks like:

1: Introduction. - 1 -

2: System Administration Requests. - 2 -

    Request a New Queue: - 2 -

    Request a New Group: - 4 -

    Request a New Custom Field: - 6 -

    Set up Notifications: - 7 -

3: Queue Administration. - 8 -

    Adding Members to a Group: - 8 -

    Configure Group Rights/Privileges: - 11 -

    Sample Instructions to Setup Access Rights for a Queue: - 11 -

    Apply a Custom Field to a Queue: - 17 -

    Project Management: - 22 -

    Calendar View of Tickets: - 22 -

    Dashboards for Systematic Reporting: - 22 -

    Initiating the Review Process: - 22 -

    Initiating the QA WorkFlow Process: - 22 -

    Resolving a Ticket: - 22 -

4: Support - 23 -

Appendix A: Glossary of Terms. - 24 -
Appendix B: Rights and Privileges  - 25 -

I also have a System Admin Guide but I'm sure you aren't interested in that. Let me know.

Kenn
LBNL
On Mon, Apr 18, 2011 at 2:22 PM, Yan Seiner <yan at seiner.com<mailto:yan at seiner.com>> wrote:
Is there a Users Handbook available?  I will be deploying RT as a pilot
project and would like to have some materials for the users to refer to.

--Yan


--
If you have eight hours to chop down a tree
spend six sharpening your axe.
--Abraham Lincoln




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From paul at paulororke.net  Wed Apr 20 00:06:17 2011
From: paul at paulororke.net (Paul O'Rorke)
Date: Tue, 19 Apr 2011 21:06:17 -0700
Subject: [rt-users] Users Handbook
In-Reply-To: <4DAE44A9.9080906@biz.phisl.net>
References: <db2f0a52213bdb2b618166b3745f53eb.squirrel@mail.seiner.com>	<BANLkTinXWxof4LVL7gWmpOZioz4Z7y7OCw@mail.gmail.com>	<892593C9CA8E25458C440A63DDC6774D01489AD8@DG-HEXMBX02.daisy.group>	<BANLkTimavY8f0_K2=jxR=bmWd41uroimZg@mail.gmail.com>	<BANLkTi=bQ8Mg+05+WzpuG-mtxbsTAizAZA@mail.gmail.com>	<435CB3214F92FD4E8E5CEEB86A20440240FB59E12A@MAILBOX.tbcnet.biltmore.com>	<BANLkTinn5Atr=rof1Y8MMMgDKrnPswJdgQ@mail.gmail.com>	<BANLkTi=vnRPxbz_dzmfL_pi9xSGGhSA0hQ@mail.gmail.com>	<BANLkTimV1MypMYNxpSU96QiHjuhMLS2anw@mail.gmail.com>	<4DAE02FD.9070802@pacbell.net>	<BANLkTimDtS2Z7wZ_r-0SAYyFzqhPq_tbVA@mail.gmail.com>
	<4DAE44A9.9080906@biz.phisl.net>
Message-ID: <4DAE5BB9.7040300@paulororke.net>

Hi Ken,

I'd love both the User and Admin if that's a possibility?

Paul

On 11-04-19 07:27 PM, Rocel M. Lacida wrote:
> Hello Ken,
> Good Day!
>
> Can I have a copy also. I really need to know more about RT.
>
> Thanks in Advance
> Rocel
>
> On 4/20/2011 6:29 AM, Kenneth Crocker wrote:
>> 20/20,
>>
>> Sure.
>>
>> Kenn Crocker
>>
>> On Tue, Apr 19, 2011 at 2:47 PM, 20/20 Lab <lab at pacbell.net 
>> <mailto:lab at pacbell.net>> wrote:
>>
>>     Hate to feel like I'm jumping on a bandwagon; but I would
>>     appreciate a copy as well.
>>
>>     -Matt
>>
>>
>>
>>     On 04/19/2011 2:39 PM, Kenneth Crocker wrote:
>>>     Asif,
>>>
>>>     Sure.
>>>
>>>     Kenn
>>>
>>>     On Tue, Apr 19, 2011 at 2:21 PM, Asif Iqbal <vadud3 at gmail.com
>>>     <mailto:vadud3 at gmail.com>> wrote:
>>>
>>>         I like to get a copy to if that is possible.
>>>
>>>
>>>         On Tue, Apr 19, 2011 at 5:09 PM, Kenneth Crocker
>>>         <kfcrocker at lbl.gov <mailto:kfcrocker at lbl.gov>> wrote:
>>>         > Jason, Miachael, Yan, Kevin, Raed, Tyler & Drew,
>>>         >
>>>         > I will certainly mail each of you a copy of both the
>>>         User's Guide as well as
>>>         > the Queue Admin Guide. You must keep in mind that this
>>>         documentation is
>>>         > tailored towards the way we do things here at LBNL. We
>>>         have over 100 Queues
>>>         > that are used to support Application
>>>         Projects/Systems/Support. In most
>>>         > cases, we have a WorkFlow process that includes Review &
>>>         Approval of
>>>         > requests before being moved to the support Queue as well
>>>         as QA procedures
>>>         > that allow for separate approval of QA test results (by
>>>         another team or the
>>>         > requestors, etc) before migration to production &
>>>         Resolution. That means I
>>>         > the documentation will be referring to Ticket Status
>>>         values we added, Custom
>>>         > Fields & Scrips created for these processes.
>>>         >
>>>         > As long as you guys plan to rip out what you don't need,
>>>         it can be useful as
>>>         > a baseline of instruction on understanding terminology,
>>>         privileges,
>>>         > notification scrips, searching & reporting (including
>>>         dashboards), and on.
>>>         >
>>>         > I hope it will be useful for you.
>>>         >
>>>         > I'll be sending them out in a couple of hours.
>>>         >
>>>         > Kenn
>>>         > LBNL
>>>         >
>>>         > On Tue, Apr 19, 2011 at 1:40 PM, Jason Ledford
>>>         <jledford at biltmore.com <mailto:jledford at biltmore.com>>
>>>         > wrote:
>>>         >>
>>>         >> Can I get a copy?
>>>         >>
>>>         >>
>>>         >>
>>>         >> From: rt-users-bounces at lists.bestpractical.com
>>>         <mailto:rt-users-bounces at lists.bestpractical.com>
>>>         >> [mailto:rt-users-bounces at lists.bestpractical.com
>>>         <mailto:rt-users-bounces at lists.bestpractical.com>] On Behalf
>>>         Of Kenneth
>>>         >> Crocker
>>>         >>
>>>         >> Sent: Tuesday, April 19, 2011 3:15 PM
>>>         >> To: rt-users at lists.bestpractical.com
>>>         <mailto:rt-users at lists.bestpractical.com>
>>>         >> Subject: Re: [rt-users] Users Handbook
>>>         >>
>>>         >>
>>>         >>
>>>         >> Raed & Kevin,
>>>         >>
>>>         >> I'll have to send these to your individual email address
>>>         as the User's
>>>         >> list will stop it cause the attachments are so large.
>>>         >>
>>>         >> Kenn
>>>         >> LBNL
>>>         >>
>>>         >> On Tue, Apr 19, 2011 at 9:48 AM, Kenneth Crocker
>>>         <kfcrocker at lbl.gov <mailto:kfcrocker at lbl.gov>>
>>>         >> wrote:
>>>         >>
>>>         >> Raed,
>>>         >>
>>>         >> Absolutely! Right now I'm prepping it to remove any
>>>         company info that
>>>         >> shouldn't go out. Both Guides should be ready by EOD.
>>>         >>
>>>         >> BTW, the guides are based on 3.8.7, including screen
>>>         shots, etc.
>>>         >>
>>>         >> Kenn
>>>         >> LBNL
>>>         >>
>>>         >>
>>>         >>
>>>         >> On Tue, Apr 19, 2011 at 9:33 AM, Raed El-Hames
>>>         >> <Raed.El-Hames at daisygroupplc.com
>>>         <mailto:Raed.El-Hames at daisygroupplc.com>> wrote:
>>>         >>
>>>         >> Hello Kenn:
>>>         >>
>>>         >>
>>>         >>
>>>         >> Ist possible you can share your Users Guide , I?ve been
>>>         planning to make
>>>         >> one for my users in here for a while, but other work keep
>>>         cropping up, and
>>>         >> any help starting this will be useful.
>>>         >>
>>>         >>
>>>         >>
>>>         >> Regards;
>>>         >>
>>>         >> Roy
>>>         >>
>>>         >>
>>>         >>
>>>         >> From: rt-users-bounces at lists.bestpractical.com
>>>         <mailto:rt-users-bounces at lists.bestpractical.com>
>>>         >> [mailto:rt-users-bounces at lists.bestpractical.com
>>>         <mailto:rt-users-bounces at lists.bestpractical.com>] On Behalf
>>>         Of Kenneth
>>>         >> Crocker
>>>         >> Sent: 19 April 2011 00:12
>>>         >> To: rt-users at lists.bestpractical.com
>>>         <mailto:rt-users at lists.bestpractical.com>
>>>         >> Subject: Re: [rt-users] Users Handbook
>>>         >>
>>>         >>
>>>         >>
>>>         >> Yan,
>>>         >>
>>>         >> I developed some guides for our user's. It has a Glossary
>>>         of terms and
>>>         >> references tp Privileges (the Admin guide). However, it
>>>         refers to workflow
>>>         >> functions and scrip that we developed that might not be
>>>         in sync with what
>>>         >> you do. This is what the TOC for the User's Guide looks like:
>>>         >>
>>>         >> 1: Introduction. - 1 -
>>>         >>
>>>         >> 2: Administration. - 5 -
>>>         >>
>>>         >> 3: Logging In. - 7 -
>>>         >>
>>>         >> 4: Home Page. - 8 -
>>>         >>
>>>         >> 5: Tickets Interface. - 14 -
>>>         >>
>>>         >> 6: Common Tasks. - 26 -
>>>         >>
>>>         >>     Searching, Reporting & Dashboards: - 26 -
>>>         >>
>>>         >>     Create a Ticket: - 26 -
>>>         >>
>>>         >>     Correspondence with a Ticket: - 26 -
>>>         >>
>>>         >> 7: Ticket Owner Tasks. - 27 -
>>>         >>
>>>         >>     Updating Multiple Tickets (Bulk Update): - 28 -
>>>         >>
>>>         >>     Initiating the Review Process: - 31 -
>>>         >>
>>>         >>     Updating the Development Progress of an ?Open?
>>>         Ticket: - 32 -
>>>         >>
>>>         >>     Managing Ticket Relationships: - 35 -
>>>         >>
>>>         >>     Initiating the QA WorkFlow Process: - 35 -
>>>         >>
>>>         >>     Resolving a Ticket: - 35 -
>>>         >>
>>>         >> 8: Email Interface. - 36 -
>>>         >>
>>>         >> 9: Support - 38 -
>>>         >>
>>>         >> Appendix A: Glossary of Terms  - 39 -
>>>         >>
>>>         >> This is what the TOC for the Queue Admin Guide looks like:
>>>         >>
>>>         >> 1: Introduction. - 1 -
>>>         >>
>>>         >> 2: System Administration Requests. - 2 -
>>>         >>
>>>         >>     Request a New Queue: - 2 -
>>>         >>
>>>         >>     Request a New Group: - 4 -
>>>         >>
>>>         >>     Request a New Custom Field: - 6 -
>>>         >>
>>>         >>     Set up Notifications: - 7 -
>>>         >>
>>>         >> 3: Queue Administration. - 8 -
>>>         >>
>>>         >>     Adding Members to a Group: - 8 -
>>>         >>
>>>         >>     Configure Group Rights/Privileges: - 11 -
>>>         >>
>>>         >>     Sample Instructions to Setup Access Rights for a
>>>         Queue: - 11 -
>>>         >>
>>>         >>     Apply a Custom Field to a Queue: - 17 -
>>>         >>
>>>         >>     Project Management: - 22 -
>>>         >>
>>>         >>     Calendar View of Tickets: - 22 -
>>>         >>
>>>         >>     Dashboards for Systematic Reporting: - 22 -
>>>         >>
>>>         >>     Initiating the Review Process: - 22 -
>>>         >>
>>>         >>     Initiating the QA WorkFlow Process: - 22 -
>>>         >>
>>>         >>     Resolving a Ticket: - 22 -
>>>         >>
>>>         >> 4: Support - 23 -
>>>         >>
>>>         >> Appendix A: Glossary of Terms. - 24 -
>>>         >>
>>>         >> Appendix B: Rights and Privileges  - 25 -
>>>         >>
>>>         >> I also have a System Admin Guide but I'm sure you aren't
>>>         interested in
>>>         >> that. Let me know.
>>>         >>
>>>         >> Kenn
>>>         >> LBNL
>>>         >>
>>>         >> On Mon, Apr 18, 2011 at 2:22 PM, Yan Seiner
>>>         <yan at seiner.com <mailto:yan at seiner.com>> wrote:
>>>         >>
>>>         >> Is there a Users Handbook available?  I will be deploying
>>>         RT as a pilot
>>>         >> project and would like to have some materials for the
>>>         users to refer to.
>>>         >>
>>>         >> --Yan
>>>         >>
>>>         >>
>>>         >> --
>>>         >> If you have eight hours to chop down a tree
>>>         >> spend six sharpening your axe.
>>>         >> --Abraham Lincoln
>>>         >>
>>>         >>
>>>         >>
>>>         >>
>>>         >>
>>>         >>
>>>         >
>>>
>>>
>>>
>>>         --
>>>         Asif Iqbal
>>>         PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu <http://pgp.mit.edu>
>>>         A: Because it messes up the order in which people normally
>>>         read text.
>>>         Q: Why is top-posting such a bad thing?
>>>
>>>
>>
>>


-- 
Paul O'Rorke

paul at paulororke.net <mailto:paul at paulororke.net>
home.: (250) 483 1456
cell.: (250) 732 7022

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From bijendera at travelboutiqueonline.com  Wed Apr 20 00:58:10 2011
From: bijendera at travelboutiqueonline.com (Bijendera Dhiman)
Date: Wed, 20 Apr 2011 10:28:10 +0530
Subject: [rt-users] How to configure automatic mail merge of same subject
Message-ID: <BANLkTikZyQs+oLtZkbGKDuGNN0uY+UH1iw@mail.gmail.com>

Hi All,

I have used RT 3.8.7 Ver. My concern is that how to configure automatic mail
merge of same subject and how to configure when a user send a mail on
ticketing system  the system can not create a ticket against the user mail
and some subject.

-- 

Bijendera Kumar
IT Team
Travel Boutique Online
Ext:1064,1105
Tel: 91 1244998999
Mob: 91 9811449512
Email:bijendera at travelboutiqueonline.com
www.travelboutiqueonline.com
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From ruz at bestpractical.com  Wed Apr 20 01:17:00 2011
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Wed, 20 Apr 2011 09:17:00 +0400
Subject: [rt-users] can't locate XXX
In-Reply-To: <BANLkTinfEiSzAa+zJCuAC+jeVg+Ts1PVRg@mail.gmail.com>
References: <BANLkTinfEiSzAa+zJCuAC+jeVg+Ts1PVRg@mail.gmail.com>
Message-ID: <BANLkTi=4k4pExkSBCo=xVAu4n6RjCQi0BQ@mail.gmail.com>

On Tue, Apr 19, 2011 at 9:29 PM, Mike Johnson <mike.johnson at nosm.ca> wrote:
> When the apache error_log shows an error stating it can't locate a given .pm
> file in @INC what are my steps to resolve this?
>
> Specifically, when I insert the line
>
> Set(@Plugins,qw(... RT::Extension::ExtractCustomFieldValues));
>
> into my site config, apache won't start up and complains it cannot find the
> ExtractCustomFieldValues.pm
>
> I searched the lists, and some have said the path to the pm is not in the
> @INC environment variable and to move the .pm to a place that is.? In the
> error it lists the @INC variable, and /opt/rt3/local/lib or /opt/rt3/lib
> exist in it

In 3.8 @INC should be

rt3/local/lib
rt3/local/plugins/X/lib
rt3/local/plugins/Y/lib
rt3/local/plugins/Z/lib
rt3/lib

If you have set @Plugins to (X Y Z) in the config, but ...

* ..., but only some plugins' paths are in the @INC - check config for
double Set(@Plugins, ...)
* ..., but only some plugins' paths are in the @INC - check above and
check permissions on dirs
* ..., but none of rt3/local/plugins/.../lib is in the @INC - check
above, may be you have earlier 3.8.x release with a bug, upgrade to
the latest

> , so I attempted to move the .pm in question to one of those
> areas with no luck...
> Strikes me as odd that I'd have to move this considering I've installed 2
> other extensions prior to this one that fired up with out any issues...

100% there is no need in moving files around. Pretty good chances to
break things further or complicate future upgrades.

> Anyone give me a few steps to troubleshoot or try out?
>
> Thanks!
> Mike.

-- 
Best regards, Ruslan.


From Horst.Kriegers at loro.ch  Wed Apr 20 01:12:18 2011
From: Horst.Kriegers at loro.ch (Horst Kriegers)
Date: Wed, 20 Apr 2011 07:12:18 +0200
Subject: [rt-users] =?utf-8?b?UsOpcC4gOiBSZTogIFVzZXJzIEhhbmRib29r?=
In-Reply-To: <BANLkTinn5Atr=rof1Y8MMMgDKrnPswJdgQ@mail.gmail.com>
References: <db2f0a52213bdb2b618166b3745f53eb.squirrel@mail.seiner.com>
	<BANLkTinXWxof4LVL7gWmpOZioz4Z7y7OCw@mail.gmail.com>
	<892593C9CA8E25458C440A63DDC6774D01489AD8@DG-HEXMBX02.daisy.group>
	<BANLkTimavY8f0_K2=jxR=bmWd41uroimZg@mail.gmail.com>
	<BANLkTi=bQ8Mg+05+WzpuG-mtxbsTAizAZA@mail.gmail.com>
	<435CB3214F92FD4E8E5CEEB86A20440240FB59E12A@MAILBOX.tbcnet.biltmore.com>
	<BANLkTinn5Atr=rof1Y8MMMgDKrnPswJdgQ@mail.gmail.com>
Message-ID: <4DAE8753020000390003F451@mail2.loro.swiss>


Hi Kenn,
Would I be able to have a copy of your handbook too?
 
Best regards

Horst
 
 


>>> Le Mardi, 19. Avril 2011 ?  23:09, Kenneth Crocker
<kfcrocker at lbl.gov> a ?crit :

Jason, Miachael, Yan, Kevin, Raed, Tyler & Drew,

I will certainly mail each of you a copy of both the User's Guide as
well as the Queue Admin Guide. You must keep in mind that this
documentation is tailored towards the way we do things here at LBNL. We
have over 100 Queues that are used to support Application
Projects/Systems/Support. In most cases, we have a WorkFlow process that
includes Review & Approval of requests before being moved to the support
Queue as well as QA procedures that allow for separate approval of QA
test results (by another team or the requestors, etc) before migration
to production & Resolution. That means I the documentation will be
referring to Ticket Status values we added, Custom Fields & Scrips
created for these processes.

As long as you guys plan to rip out what you don't need, it can be
useful as a baseline of instruction on understanding terminology,
privileges, notification scrips, searching & reporting (including
dashboards), and on.

I hope it will be useful for you.

I'll be sending them out in a couple of hours.

Kenn
LBNL

On Tue, Apr 19, 2011 at 1:40 PM, Jason Ledford <jledford at biltmore.com>
wrote:



Can I get a copy?

From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kenneth
Crocker
Sent: Tuesday, April 19, 2011 3:15 PM

To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Users Handbook



Raed & Kevin,

I'll have to send these to your individual email address as the User's
list will stop it cause the attachments are so large.

Kenn
LBNL

On Tue, Apr 19, 2011 at 9:48 AM, Kenneth Crocker <kfcrocker at lbl.gov>
wrote:
Raed,

Absolutely! Right now I'm prepping it to remove any company info that
shouldn't go out. Both Guides should be ready by EOD.

BTW, the guides are based on 3.8.7, including screen shots, etc.

Kenn
LBNL


On Tue, Apr 19, 2011 at 9:33 AM, Raed El-Hames
<Raed.El-Hames at daisygroupplc.com> wrote:

Hello Kenn:

Ist possible you can share your Users Guide , I?ve been planning to
make one for my users in here for a while, but other work keep cropping
up, and any help starting this will be useful. 

Regards;
Roy

From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kenneth
Crocker
Sent: 19 April 2011 00:12
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Users Handbook


Yan,

I developed some guides for our user's. It has a Glossary of terms and
references tp Privileges (the Admin guide). However, it refers to
workflow functions and scrip that we developed that might not be in sync
with what you do. This is what the TOC for the User's Guide looks like:
1: Introduction. - 1 -
2: Administration. - 5 -
3: Logging In. - 7 -
4: Home Page. - 8 -
5: Tickets Interface. - 14 -
6: Common Tasks. - 26 -
Searching, Reporting & Dashboards: - 26 -
Create a Ticket: - 26 -
Correspondence with a Ticket: - 26 -
7: Ticket Owner Tasks. - 27 -
Updating Multiple Tickets (Bulk Update): - 28 -
Initiating the Review Process: - 31 -
Updating the Development Progress of an ?Open? Ticket: - 32 -
Managing Ticket Relationships: - 35 -
Initiating the QA WorkFlow Process: - 35 -
Resolving a Ticket: - 35 -
8: Email Interface. - 36 -
9: Support - 38 -
Appendix A: Glossary of Terms - 39 - (
#12f6f7e4caccebdd_12f6ea9a4fbdc8c2_12f6e9bbf5073025__Toc2 )

This is what the TOC for the Queue Admin Guide looks like:
1: Introduction. - 1 -
2: System Administration Requests. - 2 -
Request a New Queue: - 2 -
Request a New Group: - 4 -
Request a New Custom Field: - 6 -
Set up Notifications: - 7 -
3: Queue Administration. - 8 -
Adding Members to a Group: - 8 -
Configure Group Rights/Privileges: - 11 -
Sample Instructions to Setup Access Rights for a Queue: - 11 -
Apply a Custom Field to a Queue: - 17 -
Project Management: - 22 -
Calendar View of Tickets: - 22 -
Dashboards for Systematic Reporting: - 22 -
Initiating the Review Process: - 22 -
Initiating the QA WorkFlow Process: - 22 -
Resolving a Ticket: - 22 -
4: Support - 23 -
Appendix A: Glossary of Terms. - 24 -
Appendix B: Rights and Privileges - 25 - (
#12f6f7e4caccebdd_12f6ea9a4fbdc8c2_12f6e9bbf5073025__Toc2 )

I also have a System Admin Guide but I'm sure you aren't interested in
that. Let me know.

Kenn
LBNL

On Mon, Apr 18, 2011 at 2:22 PM, Yan Seiner <yan at seiner.com> wrote:
Is there a Users Handbook available? I will be deploying RT as a pilot
project and would like to have some materials for the users to refer
to.

--Yan


--
If you have eight hours to chop down a tree
spend six sharpening your axe.
--Abraham Lincoln






___________________________________________________________
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
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The content of this e-mail is intended only and solely for the use 
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From fireskyer at gmx.de  Wed Apr 20 02:56:35 2011
From: fireskyer at gmx.de (john s.)
Date: Tue, 19 Apr 2011 23:56:35 -0700 (PDT)
Subject: [rt-users] RT-Authen-ExternalAuth-0.08 which packages i need for
In-Reply-To: <31425121.post@talk.nabble.com>
References: <001301cbf9e4$5d35fcb0$17a1f610$@com>
	<000001cbfdcc$3137d750$93a785f0$@com>
	<5857_1303134817_4DAC4261_5857_38_1_OF3BE451CC.5D7ABBE7-ONC1257876.004C2B95-C1257876.004C50F9@sagemcom.com>
	<31425121.post@talk.nabble.com>
Message-ID: <31438804.post@talk.nabble.com>



okay i'm gonna one step closer to finish ... i think 


so i had logged my ldap request on both sides server ( win2008 with perfmon)
and client ( ubuntu with tcpdump)

so the request still works but if i look closer to the log file from the
server, there is an entry with ldap request from the client and he can't
find the  user .... 

It looks like this:

Ldap perfmon log:

xxx.xxx.xxx.xxx:2799     NTDS None    TCP    4 32   NonDSE      Can't find
object  0.0 0 


So i think it must sth wrong with the parameter in the extension  but i
don't know what and in which way 

..

best regards john 







 




-- 
View this message in context: http://old.nabble.com/Re%3A-RT-Authen-ExternalAuth-0.08-which-packages-i-need-for-tp31388437p31438804.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.



From torben.nehmer at cancom.de  Wed Apr 20 02:53:53 2011
From: torben.nehmer at cancom.de (Nehmer Torben)
Date: Wed, 20 Apr 2011 08:53:53 +0200
Subject: [rt-users] Users Handbook
In-Reply-To: <4DAE5BB9.7040300@paulororke.net>
References: <db2f0a52213bdb2b618166b3745f53eb.squirrel@mail.seiner.com>
	<BANLkTinXWxof4LVL7gWmpOZioz4Z7y7OCw@mail.gmail.com>
	<892593C9CA8E25458C440A63DDC6774D01489AD8@DG-HEXMBX02.daisy.group>
	<BANLkTimavY8f0_K2=jxR=bmWd41uroimZg@mail.gmail.com>
	<BANLkTi=bQ8Mg+05+WzpuG-mtxbsTAizAZA@mail.gmail.com>
	<435CB3214F92FD4E8E5CEEB86A20440240FB59E12A@MAILBOX.tbcnet.biltmore.com>
	<BANLkTinn5Atr=rof1Y8MMMgDKrnPswJdgQ@mail.gmail.com>
	<BANLkTi=vnRPxbz_dzmfL_pi9xSGGhSA0hQ@mail.gmail.com>
	<BANLkTimV1MypMYNxpSU96QiHjuhMLS2anw@mail.gmail.com>
	<4DAE02FD.9070802@pacbell.net>
	<BANLkTimDtS2Z7wZ_r-0SAYyFzqhPq_tbVA@mail.gmail.com>
	<4DAE44A9.9080906@biz.phisl.net> <4DAE5BB9.7040300@paulororke.net>
Message-ID: <AC5D0502DFE96948924DAD837EA8CFD3F26E4DE1F2@JETMX003.int.cancom.de>

Hi Ken,

Same here too, it would be greate if I could have a copy too.

Torben Nehmer
-------
Torben Nehmer
Diplom Informatiker (FH)
Business System Developer
CANCOM Deutschland GmbH
Messerschmittstr. 20
89343 Scheppach
Germany
Tel.: +49 8225 - 996-1118
Fax: +49 8225 - 996-41118
torben.nehmer at cancom.de<mailto:torben.nehmer at cancom.de>
www.cancom.de<http://www.cancom.de>
CANCOM Deutschland GmbH
Sitz der Gesellschaft: Jettingen-Scheppach
HRB 10653 Memmingen
Gesch?ftsf?hrer: Martin Mayr, Tobias H?rmann
Diese E-Mail und alle mitgesendeten Dateien sind vertraulich und ausschlie?lich f?r den Gebrauch durch den Empf?nger bestimmt!
This e-mail and any files transmitted with it are confidential intended solely for the use of the addressee!

Von: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] Im Auftrag von Paul O'Rorke
Gesendet: Mittwoch, 20. April 2011 06:06
An: rt-users at lists.bestpractical.com
Betreff: Re: [rt-users] Users Handbook

Hi Ken,

I'd love both the User and Admin if that's a possibility?

Paul

On 11-04-19 07:27 PM, Rocel M. Lacida wrote:
Hello Ken,
Good Day!

Can I have a copy also. I really need to know more about RT.

Thanks in Advance
Rocel

On 4/20/2011 6:29 AM, Kenneth Crocker wrote:
20/20,

Sure.

Kenn Crocker
On Tue, Apr 19, 2011 at 2:47 PM, 20/20 Lab <lab at pacbell.net<mailto:lab at pacbell.net>> wrote:
Hate to feel like I'm jumping on a bandwagon; but I would appreciate a copy as well.

-Matt



On 04/19/2011 2:39 PM, Kenneth Crocker wrote:
Asif,

Sure.

Kenn
On Tue, Apr 19, 2011 at 2:21 PM, Asif Iqbal <vadud3 at gmail.com<mailto:vadud3 at gmail.com>> wrote:

I like to get a copy to if that is possible.


On Tue, Apr 19, 2011 at 5:09 PM, Kenneth Crocker <kfcrocker at lbl.gov<mailto:kfcrocker at lbl.gov>> wrote:
> Jason, Miachael, Yan, Kevin, Raed, Tyler & Drew,
>
> I will certainly mail each of you a copy of both the User's Guide as well as
> the Queue Admin Guide. You must keep in mind that this documentation is
> tailored towards the way we do things here at LBNL. We have over 100 Queues
> that are used to support Application Projects/Systems/Support. In most
> cases, we have a WorkFlow process that includes Review & Approval of
> requests before being moved to the support Queue as well as QA procedures
> that allow for separate approval of QA test results (by another team or the
> requestors, etc) before migration to production & Resolution. That means I
> the documentation will be referring to Ticket Status values we added, Custom
> Fields & Scrips created for these processes.
>
> As long as you guys plan to rip out what you don't need, it can be useful as
> a baseline of instruction on understanding terminology, privileges,
> notification scrips, searching & reporting (including dashboards), and on.
>
> I hope it will be useful for you.
>
> I'll be sending them out in a couple of hours.
>
> Kenn
> LBNL
>
> On Tue, Apr 19, 2011 at 1:40 PM, Jason Ledford <jledford at biltmore.com<mailto:jledford at biltmore.com>>
> wrote:
>>
>> Can I get a copy?
>>
>>
>>
>> From: rt-users-bounces at lists.bestpractical.com<mailto:rt-users-bounces at lists.bestpractical.com>
>> [mailto:rt-users-bounces at lists.bestpractical.com<mailto:rt-users-bounces at lists.bestpractical.com>] On Behalf Of Kenneth
>> Crocker
>>
>> Sent: Tuesday, April 19, 2011 3:15 PM
>> To: rt-users at lists.bestpractical.com<mailto:rt-users at lists.bestpractical.com>
>> Subject: Re: [rt-users] Users Handbook
>>
>>
>>
>> Raed & Kevin,
>>
>> I'll have to send these to your individual email address as the User's
>> list will stop it cause the attachments are so large.
>>
>> Kenn
>> LBNL
>>
>> On Tue, Apr 19, 2011 at 9:48 AM, Kenneth Crocker <kfcrocker at lbl.gov<mailto:kfcrocker at lbl.gov>>
>> wrote:
>>
>> Raed,
>>
>> Absolutely! Right now I'm prepping it to remove any company info that
>> shouldn't go out. Both Guides should be ready by EOD.
>>
>> BTW, the guides are based on 3.8.7, including screen shots, etc.
>>
>> Kenn
>> LBNL
>>
>>
>>
>> On Tue, Apr 19, 2011 at 9:33 AM, Raed El-Hames
>> <Raed.El-Hames at daisygroupplc.com<mailto:Raed.El-Hames at daisygroupplc.com>> wrote:
>>
>> Hello Kenn:
>>
>>
>>
>> Ist possible you can share your Users Guide , I've been planning to make
>> one for my users in here for a while, but other work keep cropping up, and
>> any help starting this will be useful.
>>
>>
>>
>> Regards;
>>
>> Roy
>>
>>
>>
>> From: rt-users-bounces at lists.bestpractical.com<mailto:rt-users-bounces at lists.bestpractical.com>
>> [mailto:rt-users-bounces at lists.bestpractical.com<mailto:rt-users-bounces at lists.bestpractical.com>] On Behalf Of Kenneth
>> Crocker
>> Sent: 19 April 2011 00:12
>> To: rt-users at lists.bestpractical.com<mailto:rt-users at lists.bestpractical.com>
>> Subject: Re: [rt-users] Users Handbook
>>
>>
>>
>> Yan,
>>
>> I developed some guides for our user's. It has a Glossary of terms and
>> references tp Privileges (the Admin guide). However, it refers to workflow
>> functions and scrip that we developed that might not be in sync with what
>> you do. This is what the TOC for the User's Guide looks like:
>>
>> 1: Introduction. - 1 -
>>
>> 2: Administration. - 5 -
>>
>> 3: Logging In. - 7 -
>>
>> 4: Home Page. - 8 -
>>
>> 5: Tickets Interface. - 14 -
>>
>> 6: Common Tasks. - 26 -
>>
>>     Searching, Reporting & Dashboards: - 26 -
>>
>>     Create a Ticket: - 26 -
>>
>>     Correspondence with a Ticket: - 26 -
>>
>> 7: Ticket Owner Tasks. - 27 -
>>
>>     Updating Multiple Tickets (Bulk Update): - 28 -
>>
>>     Initiating the Review Process: - 31 -
>>
>>     Updating the Development Progress of an "Open" Ticket: - 32 -
>>
>>     Managing Ticket Relationships: - 35 -
>>
>>     Initiating the QA WorkFlow Process: - 35 -
>>
>>     Resolving a Ticket: - 35 -
>>
>> 8: Email Interface. - 36 -
>>
>> 9: Support - 38 -
>>
>> Appendix A: Glossary of Terms  - 39 -
>>
>> This is what the TOC for the Queue Admin Guide looks like:
>>
>> 1: Introduction. - 1 -
>>
>> 2: System Administration Requests. - 2 -
>>
>>     Request a New Queue: - 2 -
>>
>>     Request a New Group: - 4 -
>>
>>     Request a New Custom Field: - 6 -
>>
>>     Set up Notifications: - 7 -
>>
>> 3: Queue Administration. - 8 -
>>
>>     Adding Members to a Group: - 8 -
>>
>>     Configure Group Rights/Privileges: - 11 -
>>
>>     Sample Instructions to Setup Access Rights for a Queue: - 11 -
>>
>>     Apply a Custom Field to a Queue: - 17 -
>>
>>     Project Management: - 22 -
>>
>>     Calendar View of Tickets: - 22 -
>>
>>     Dashboards for Systematic Reporting: - 22 -
>>
>>     Initiating the Review Process: - 22 -
>>
>>     Initiating the QA WorkFlow Process: - 22 -
>>
>>     Resolving a Ticket: - 22 -
>>
>> 4: Support - 23 -
>>
>> Appendix A: Glossary of Terms. - 24 -
>>
>> Appendix B: Rights and Privileges  - 25 -
>>
>> I also have a System Admin Guide but I'm sure you aren't interested in
>> that. Let me know.
>>
>> Kenn
>> LBNL
>>
>> On Mon, Apr 18, 2011 at 2:22 PM, Yan Seiner <yan at seiner.com<mailto:yan at seiner.com>> wrote:
>>
>> Is there a Users Handbook available?  I will be deploying RT as a pilot
>> project and would like to have some materials for the users to refer to.
>>
>> --Yan
>>
>>
>> --
>> If you have eight hours to chop down a tree
>> spend six sharpening your axe.
>> --Abraham Lincoln
>>
>>
>>
>>
>>
>>
>


--
Asif Iqbal
PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu<http://pgp.mit.edu>
A: Because it messes up the order in which people normally read text.
Q: Why is top-posting such a bad thing?




--
Paul O'Rorke

paul at paulororke.net<mailto:paul at paulororke.net>
home.: (250) 483 1456
cell.: (250) 732 7022
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From amarosi at lamparts.com  Wed Apr 20 03:06:25 2011
From: amarosi at lamparts.com (Andrew Marosi)
Date: Wed, 20 Apr 2011 00:06:25 -0700
Subject: [rt-users] Users Handbook
In-Reply-To: <AC5D0502DFE96948924DAD837EA8CFD3F26E4DE1F2@JETMX003.int.cancom.de>
Message-ID: <15DF9116EFA72B41BA18ECC2ABD870F55C7848F1@uslaxmail02>

Perhaps a link via a file hosting site - that way we all can grab a copy?

--------------------------
Sent using BlackBerry


From: Nehmer Torben [mailto:torben.nehmer at cancom.de]
Sent: Tuesday, April 19, 2011 11:53 PM
To: rt-users at lists.bestpractical.com <rt-users at lists.bestpractical.com>
Subject: Re: [rt-users] Users Handbook

Hi Ken,

Same here too, it would be greate if I could have a copy too.

Torben Nehmer
-------
Torben Nehmer
Diplom Informatiker (FH)
Business System Developer
CANCOM Deutschland GmbH
Messerschmittstr. 20
89343 Scheppach
Germany
Tel.: +49 8225 - 996-1118
Fax: +49 8225 - 996-41118
torben.nehmer at cancom.de<mailto:torben.nehmer at cancom.de>
www.cancom.de<http://www.cancom.de>
CANCOM Deutschland GmbH
Sitz der Gesellschaft: Jettingen-Scheppach
HRB 10653 Memmingen
Gesch?ftsf?hrer: Martin Mayr, Tobias H?rmann
Diese E-Mail und alle mitgesendeten Dateien sind vertraulich und ausschlie?lich f?r den Gebrauch durch den Empf?nger bestimmt!
This e-mail and any files transmitted with it are confidential intended solely for the use of the addressee!

Von: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] Im Auftrag von Paul O'Rorke
Gesendet: Mittwoch, 20. April 2011 06:06
An: rt-users at lists.bestpractical.com
Betreff: Re: [rt-users] Users Handbook

Hi Ken,

I'd love both the User and Admin if that's a possibility?

Paul

On 11-04-19 07:27 PM, Rocel M. Lacida wrote:
Hello Ken,
Good Day!

Can I have a copy also. I really need to know more about RT.

Thanks in Advance
Rocel

On 4/20/2011 6:29 AM, Kenneth Crocker wrote:
20/20,

Sure.

Kenn Crocker
On Tue, Apr 19, 2011 at 2:47 PM, 20/20 Lab <lab at pacbell.net<mailto:lab at pacbell.net>> wrote:
Hate to feel like I'm jumping on a bandwagon; but I would appreciate a copy as well.

-Matt



On 04/19/2011 2:39 PM, Kenneth Crocker wrote:
Asif,

Sure.

Kenn
On Tue, Apr 19, 2011 at 2:21 PM, Asif Iqbal <vadud3 at gmail.com<mailto:vadud3 at gmail.com>> wrote:

I like to get a copy to if that is possible.


On Tue, Apr 19, 2011 at 5:09 PM, Kenneth Crocker <kfcrocker at lbl.gov<mailto:kfcrocker at lbl.gov>> wrote:
> Jason, Miachael, Yan, Kevin, Raed, Tyler & Drew,
>
> I will certainly mail each of you a copy of both the User's Guide as well as
> the Queue Admin Guide. You must keep in mind that this documentation is
> tailored towards the way we do things here at LBNL. We have over 100 Queues
> that are used to support Application Projects/Systems/Support. In most
> cases, we have a WorkFlow process that includes Review & Approval of
> requests before being moved to the support Queue as well as QA procedures
> that allow for separate approval of QA test results (by another team or the
> requestors, etc) before migration to production & Resolution. That means I
> the documentation will be referring to Ticket Status values we added, Custom
> Fields & Scrips created for these processes.
>
> As long as you guys plan to rip out what you don't need, it can be useful as
> a baseline of instruction on understanding terminology, privileges,
> notification scrips, searching & reporting (including dashboards), and on.
>
> I hope it will be useful for you.
>
> I'll be sending them out in a couple of hours.
>
> Kenn
> LBNL
>
> On Tue, Apr 19, 2011 at 1:40 PM, Jason Ledford <jledford at biltmore.com<mailto:jledford at biltmore.com>>
> wrote:
>>
>> Can I get a copy?
>>
>>
>>
>> From: rt-users-bounces at lists.bestpractical.com<mailto:rt-users-bounces at lists.bestpractical.com>
>> [mailto:rt-users-bounces at lists.bestpractical.com<mailto:rt-users-bounces at lists.bestpractical.com>] On Behalf Of Kenneth
>> Crocker
>>
>> Sent: Tuesday, April 19, 2011 3:15 PM
>> To: rt-users at lists.bestpractical.com<mailto:rt-users at lists.bestpractical.com>
>> Subject: Re: [rt-users] Users Handbook
>>
>>
>>
>> Raed & Kevin,
>>
>> I'll have to send these to your individual email address as the User's
>> list will stop it cause the attachments are so large.
>>
>> Kenn
>> LBNL
>>
>> On Tue, Apr 19, 2011 at 9:48 AM, Kenneth Crocker <kfcrocker at lbl.gov<mailto:kfcrocker at lbl.gov>>
>> wrote:
>>
>> Raed,
>>
>> Absolutely! Right now I'm prepping it to remove any company info that
>> shouldn't go out. Both Guides should be ready by EOD.
>>
>> BTW, the guides are based on 3.8.7, including screen shots, etc.
>>
>> Kenn
>> LBNL
>>
>>
>>
>> On Tue, Apr 19, 2011 at 9:33 AM, Raed El-Hames
>> <Raed.El-Hames at daisygroupplc.com<mailto:Raed.El-Hames at daisygroupplc.com>> wrote:
>>
>> Hello Kenn:
>>
>>
>>
>> Ist possible you can share your Users Guide , I?ve been planning to make
>> one for my users in here for a while, but other work keep cropping up, and
>> any help starting this will be useful.
>>
>>
>>
>> Regards;
>>
>> Roy
>>
>>
>>
>> From: rt-users-bounces at lists.bestpractical.com<mailto:rt-users-bounces at lists.bestpractical.com>
>> [mailto:rt-users-bounces at lists.bestpractical.com<mailto:rt-users-bounces at lists.bestpractical.com>] On Behalf Of Kenneth
>> Crocker
>> Sent: 19 April 2011 00:12
>> To: rt-users at lists.bestpractical.com<mailto:rt-users at lists.bestpractical.com>
>> Subject: Re: [rt-users] Users Handbook
>>
>>
>>
>> Yan,
>>
>> I developed some guides for our user's. It has a Glossary of terms and
>> references tp Privileges (the Admin guide). However, it refers to workflow
>> functions and scrip that we developed that might not be in sync with what
>> you do. This is what the TOC for the User's Guide looks like:
>>
>> 1: Introduction. - 1 -
>>
>> 2: Administration. - 5 -
>>
>> 3: Logging In. - 7 -
>>
>> 4: Home Page. - 8 -
>>
>> 5: Tickets Interface. - 14 -
>>
>> 6: Common Tasks. - 26 -
>>
>>     Searching, Reporting & Dashboards: - 26 -
>>
>>     Create a Ticket: - 26 -
>>
>>     Correspondence with a Ticket: - 26 -
>>
>> 7: Ticket Owner Tasks. - 27 -
>>
>>     Updating Multiple Tickets (Bulk Update): - 28 -
>>
>>     Initiating the Review Process: - 31 -
>>
>>     Updating the Development Progress of an ?Open? Ticket: - 32 -
>>
>>     Managing Ticket Relationships: - 35 -
>>
>>     Initiating the QA WorkFlow Process: - 35 -
>>
>>     Resolving a Ticket: - 35 -
>>
>> 8: Email Interface. - 36 -
>>
>> 9: Support - 38 -
>>
>> Appendix A: Glossary of Terms  - 39 -
>>
>> This is what the TOC for the Queue Admin Guide looks like:
>>
>> 1: Introduction. - 1 -
>>
>> 2: System Administration Requests. - 2 -
>>
>>     Request a New Queue: - 2 -
>>
>>     Request a New Group: - 4 -
>>
>>     Request a New Custom Field: - 6 -
>>
>>     Set up Notifications: - 7 -
>>
>> 3: Queue Administration. - 8 -
>>
>>     Adding Members to a Group: - 8 -
>>
>>     Configure Group Rights/Privileges: - 11 -
>>
>>     Sample Instructions to Setup Access Rights for a Queue: - 11 -
>>
>>     Apply a Custom Field to a Queue: - 17 -
>>
>>     Project Management: - 22 -
>>
>>     Calendar View of Tickets: - 22 -
>>
>>     Dashboards for Systematic Reporting: - 22 -
>>
>>     Initiating the Review Process: - 22 -
>>
>>     Initiating the QA WorkFlow Process: - 22 -
>>
>>     Resolving a Ticket: - 22 -
>>
>> 4: Support - 23 -
>>
>> Appendix A: Glossary of Terms. - 24 -
>>
>> Appendix B: Rights and Privileges  - 25 -
>>
>> I also have a System Admin Guide but I'm sure you aren't interested in
>> that. Let me know.
>>
>> Kenn
>> LBNL
>>
>> On Mon, Apr 18, 2011 at 2:22 PM, Yan Seiner <yan at seiner.com<mailto:yan at seiner.com>> wrote:
>>
>> Is there a Users Handbook available?  I will be deploying RT as a pilot
>> project and would like to have some materials for the users to refer to.
>>
>> --Yan
>>
>>
>> --
>> If you have eight hours to chop down a tree
>> spend six sharpening your axe.
>> --Abraham Lincoln
>>
>>
>>
>>
>>
>>
>


--
Asif Iqbal
PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu<http://pgp.mit.edu>
A: Because it messes up the order in which people normally read text.
Q: Why is top-posting such a bad thing?




--
Paul O'Rorke

paul at paulororke.net<mailto:paul at paulororke.net>
home.: (250) 483 1456
cell.: (250) 732 7022
-------------- next part --------------
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From raphael.mouneyres at sagemcom.com  Wed Apr 20 03:32:28 2011
From: raphael.mouneyres at sagemcom.com (=?ISO-8859-1?Q?Rapha=EBl_MOUNEYRES?=)
Date: Wed, 20 Apr 2011 09:32:28 +0200
Subject: [rt-users] Users Handbook
In-Reply-To: <BANLkTinn5Atr=rof1Y8MMMgDKrnPswJdgQ@mail.gmail.com>
Message-ID: <9339_1303284753_4DAE8C10_9339_142_1_OF76766FCB.9AF84464-ONC1257878.00292A25-C1257878.00296CCC@sagemcom.com>

Hello Kenn,

i'm also intersted in having a copy of both documents.

As i've started a similar document as a baseline for instruction to new 
technicians, i'm considering translating the baseline paragraphs to 
french.
It may be usefull for other french RT user's.

Rapha??l




Kenneth Crocker <kfcrocker at lbl.gov> 
Envoy?? par : rt-users-bounces at lists.bestpractical.com
19/04/2011 23:10

A
rt-users at lists.bestpractical.com
cc

Objet
Re: [rt-users] Users Handbook






Jason, Miachael, Yan, Kevin, Raed, Tyler & Drew,

I will certainly mail each of you a copy of both the User's Guide as well 
as the Queue Admin Guide. You must keep in mind that this documentation is 
tailored towards the way we do things here at LBNL. We have over 100 
Queues that are used to support Application Projects/Systems/Support. In 
most cases, we have a WorkFlow process that includes Review & Approval of 
requests before being moved to the support Queue as well as QA procedures 
that allow for separate approval of QA test results (by another team or 
the requestors, etc) before migration to production & Resolution. That 
means I the documentation will be referring to Ticket Status values we 
added, Custom Fields & Scrips created for these processes.

As long as you guys plan to rip out what you don't need, it can be useful 
as a baseline of instruction on understanding terminology, privileges, 
notification scrips, searching & reporting (including dashboards), and on.

I hope it will be useful for you.

I'll be sending them out in a couple of hours.

Kenn
LBNL

On Tue, Apr 19, 2011 at 1:40 PM, Jason Ledford <jledford at biltmore.com> 
wrote:
Can I get a copy?
 
From: rt-users-bounces at lists.bestpractical.com [mailto:
rt-users-bounces at lists.bestpractical.com] On Behalf Of Kenneth Crocker

Sent: Tuesday, April 19, 2011 3:15 PM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Users Handbook
 
Raed & Kevin,

I'll have to send these to your individual email address as the User's 
list will stop it cause the attachments are so large.

Kenn
LBNL
On Tue, Apr 19, 2011 at 9:48 AM, Kenneth Crocker <kfcrocker at lbl.gov> 
wrote:
Raed,

Absolutely! Right now I'm prepping it to remove any company info that 
shouldn't go out. Both Guides should be ready by EOD.

BTW, the guides are based on 3.8.7, including screen shots, etc.

Kenn
LBNL
 
On Tue, Apr 19, 2011 at 9:33 AM, Raed El-Hames <
Raed.El-Hames at daisygroupplc.com> wrote:
Hello Kenn:
 
Ist possible you can share your Users Guide , I???ve been planning to make 
one for my users in here for a while, but other work keep cropping up, and 
any help starting this will be useful. 
 
Regards;
Roy
 
From: rt-users-bounces at lists.bestpractical.com [mailto:
rt-users-bounces at lists.bestpractical.com] On Behalf Of Kenneth Crocker
Sent: 19 April 2011 00:12
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Users Handbook
 
Yan,

I developed some guides for our user's. It has a Glossary of terms and 
references tp Privileges (the Admin guide). However, it refers to workflow 
functions and scrip that we developed that might not be in sync with what 
you do. This is what the TOC for the User's Guide looks like:
1: Introduction. - 1 -
2: Administration. - 5 -
3: Logging In. - 7 -
4: Home Page. - 8 -
5: Tickets Interface. - 14 -
6: Common Tasks. - 26 -
    Searching, Reporting & Dashboards: - 26 -
    Create a Ticket: - 26 -
    Correspondence with a Ticket: - 26 -
7: Ticket Owner Tasks. - 27 -
    Updating Multiple Tickets (Bulk Update): - 28 -
    Initiating the Review Process: - 31 -
    Updating the Development Progress of an ???Open??? Ticket: - 32 -
    Managing Ticket Relationships: - 35 -
    Initiating the QA WorkFlow Process: - 35 -
    Resolving a Ticket: - 35 -
8: Email Interface. - 36 -
9: Support - 38 -
Appendix A: Glossary of Terms  - 39 -

This is what the TOC for the Queue Admin Guide looks like:
1: Introduction. - 1 -
2: System Administration Requests. - 2 -
    Request a New Queue: - 2 -
    Request a New Group: - 4 -
    Request a New Custom Field: - 6 -
    Set up Notifications: - 7 -
3: Queue Administration. - 8 -
    Adding Members to a Group: - 8 -
    Configure Group Rights/Privileges: - 11 -
    Sample Instructions to Setup Access Rights for a Queue: - 11 -
    Apply a Custom Field to a Queue: - 17 -
    Project Management: - 22 -
    Calendar View of Tickets: - 22 -
    Dashboards for Systematic Reporting: - 22 -
    Initiating the Review Process: - 22 -
    Initiating the QA WorkFlow Process: - 22 -
    Resolving a Ticket: - 22 -
4: Support - 23 -
Appendix A: Glossary of Terms. - 24 -
Appendix B: Rights and Privileges  - 25 -

I also have a System Admin Guide but I'm sure you aren't interested in 
that. Let me know.

Kenn
LBNL
On Mon, Apr 18, 2011 at 2:22 PM, Yan Seiner <yan at seiner.com> wrote:
Is there a Users Handbook available?  I will be deploying RT as a pilot
project and would like to have some materials for the users to refer to.

--Yan


--
If you have eight hours to chop down a tree
spend six sharpening your axe.
--Abraham Lincoln
 
 
 



#
" Ce courriel et les documents qui lui sont joints peuvent contenir des
informations confidentielles ou ayant un caract?re priv?. S'ils ne vous sont
pas destin?s, nous vous signalons qu'il est strictement interdit de les
divulguer, de les reproduire ou d'en utiliser de quelque mani?re que ce
soit le contenu. Si ce message vous a ?t? transmis par erreur, merci d'en
informer l'exp?diteur et de supprimer imm?diatement de votre syst?me
informatique ce courriel ainsi que tous les documents qui y sont attach?s."


                               ******

" This e-mail and any attached documents may contain confidential or
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From ruz at bestpractical.com  Wed Apr 20 04:17:25 2011
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Wed, 20 Apr 2011 12:17:25 +0400
Subject: [rt-users] Email templates customization
In-Reply-To: <BANLkTimfgU2JACs07O9fcFR3o=Ft_kXONg@mail.gmail.com>
References: <BANLkTimfgU2JACs07O9fcFR3o=Ft_kXONg@mail.gmail.com>
Message-ID: <BANLkTikb+qkUA-q9moD2FsOdMRELm0jCtQ@mail.gmail.com>

Hi,

Read about HTML templates in docs/. Don't attach image, but put link
to the image. Recently this topic was discussed on the list.

On Tue, Apr 19, 2011 at 12:50 AM, Brahim Sakka <brahim.sakka at gmail.com> wrote:
> Hello everyone,
> Is it possible to add an image in RT's email templates (Autoreply, etc)? I
> would like to add my company's logo to the signature.
> Greetz!



-- 
Best regards, Ruslan.


From mysublists at gmail.com  Wed Apr 20 08:25:36 2011
From: mysublists at gmail.com (Noor)
Date: Wed, 20 Apr 2011 17:25:36 +0500
Subject: [rt-users] attachment and This transaction appears to have no
 content
In-Reply-To: <BANLkTimxrgXaL1qeazLQcxtTdxbPLZ0ohg@mail.gmail.com>
References: <AANLkTiktpnm1_g4SzB_H0=dTten4dEpJ1fsbOM2RtVqe@mail.gmail.com>	<AANLkTik4efXpUUndpUdE3QSJaRsCb7cSSEcKxUy+NhdO@mail.gmail.com>
	<BANLkTimxrgXaL1qeazLQcxtTdxbPLZ0ohg@mail.gmail.com>
Message-ID: <4DAED0C0.3080806@gmail.com>

Rana Tanveer , on 2011-04-20 00:48 +0500, wrote :
> Hi Ruslan Zakirov.
>
> I did check today,
>
> there were text as well as attachments, and mail received to RT previlleged
> users as it is(text with attachments), but to non previleged users, text is
> stripped and only attachments are sent by RT (This transaction appears
> to have no content
> ) :(
>
> it is quite surprising me. any help ?

It only happens when we use Special html header explained here:

https://github.com/bestpractical/rt/blob/rt-3.8.7/docs/templates.pod#Special_Headers

in our correspondence template.


From naweedmohammed.ahmed at lexisnexis.com  Wed Apr 20 08:12:36 2011
From: naweedmohammed.ahmed at lexisnexis.com (Ahmed, Mohammed Naweed (LNG-BCT))
Date: Wed, 20 Apr 2011 08:12:36 -0400
Subject: [rt-users] Users Handbook
In-Reply-To: <4DAE44A9.9080906@biz.phisl.net>
References: <db2f0a52213bdb2b618166b3745f53eb.squirrel@mail.seiner.com>	<BANLkTinXWxof4LVL7gWmpOZioz4Z7y7OCw@mail.gmail.com>	<892593C9CA8E25458C440A63DDC6774D01489AD8@DG-HEXMBX02.daisy.group>	<BANLkTimavY8f0_K2=jxR=bmWd41uroimZg@mail.gmail.com>	<BANLkTi=bQ8Mg+05+WzpuG-mtxbsTAizAZA@mail.gmail.com>	<435CB3214F92FD4E8E5CEEB86A20440240FB59E12A@MAILBOX.tbcnet.biltmore.com>	<BANLkTinn5Atr=rof1Y8MMMgDKrnPswJdgQ@mail.gmail.com>	<BANLkTi=vnRPxbz_dzmfL_pi9xSGGhSA0hQ@mail.gmail.com>	<BANLkTimV1MypMYNxpSU96QiHjuhMLS2anw@mail.gmail.com>	<4DAE02FD.9070802@pacbell.net><BANLkTimDtS2Z7wZ_r-0SAYyFzqhPq_tbVA@mail.gmail.com>
	<4DAE44A9.9080906@biz.phisl.net>
Message-ID: <8B590F2F6F36C0489A41B816231BF1BE06FA1E90@INFMAIL.na.choicepoint.net>

Hi Ken,

 

I would appreciate if you can send one to me too.

 

Thanks

Naweed 

________________________________

From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Rocel M.
Lacida
Sent: Tuesday, April 19, 2011 10:28 PM
To: Kenneth Crocker
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Users Handbook

 

Hello Ken,
Good Day!

Can I have a copy also. I really need to know more about RT.

Thanks in Advance
Rocel

On 4/20/2011 6:29 AM, Kenneth Crocker wrote: 

20/20,

Sure.

Kenn Crocker

On Tue, Apr 19, 2011 at 2:47 PM, 20/20 Lab <lab at pacbell.net> wrote:

Hate to feel like I'm jumping on a bandwagon; but I would appreciate a
copy as well.

-Matt 




On 04/19/2011 2:39 PM, Kenneth Crocker wrote: 

Asif,

Sure.

Kenn

On Tue, Apr 19, 2011 at 2:21 PM, Asif Iqbal <vadud3 at gmail.com> wrote:



I like to get a copy to if that is possible.



On Tue, Apr 19, 2011 at 5:09 PM, Kenneth Crocker <kfcrocker at lbl.gov>
wrote:
> Jason, Miachael, Yan, Kevin, Raed, Tyler & Drew,
>
> I will certainly mail each of you a copy of both the User's Guide as
well as
> the Queue Admin Guide. You must keep in mind that this documentation
is
> tailored towards the way we do things here at LBNL. We have over 100
Queues
> that are used to support Application Projects/Systems/Support. In most
> cases, we have a WorkFlow process that includes Review & Approval of
> requests before being moved to the support Queue as well as QA
procedures
> that allow for separate approval of QA test results (by another team
or the
> requestors, etc) before migration to production & Resolution. That
means I
> the documentation will be referring to Ticket Status values we added,
Custom
> Fields & Scrips created for these processes.
>
> As long as you guys plan to rip out what you don't need, it can be
useful as
> a baseline of instruction on understanding terminology, privileges,
> notification scrips, searching & reporting (including dashboards), and
on.
>
> I hope it will be useful for you.
>
> I'll be sending them out in a couple of hours.
>
> Kenn
> LBNL
>
> On Tue, Apr 19, 2011 at 1:40 PM, Jason Ledford <jledford at biltmore.com>
> wrote:
>>
>> Can I get a copy?
>>
>>
>>
>> From: rt-users-bounces at lists.bestpractical.com
>> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of
Kenneth
>> Crocker
>>
>> Sent: Tuesday, April 19, 2011 3:15 PM
>> To: rt-users at lists.bestpractical.com
>> Subject: Re: [rt-users] Users Handbook
>>
>>
>>
>> Raed & Kevin,
>>
>> I'll have to send these to your individual email address as the
User's
>> list will stop it cause the attachments are so large.
>>
>> Kenn
>> LBNL
>>
>> On Tue, Apr 19, 2011 at 9:48 AM, Kenneth Crocker <kfcrocker at lbl.gov>
>> wrote:
>>
>> Raed,
>>
>> Absolutely! Right now I'm prepping it to remove any company info that
>> shouldn't go out. Both Guides should be ready by EOD.
>>
>> BTW, the guides are based on 3.8.7, including screen shots, etc.
>>
>> Kenn
>> LBNL
>>
>>
>>
>> On Tue, Apr 19, 2011 at 9:33 AM, Raed El-Hames
>> <Raed.El-Hames at daisygroupplc.com> wrote:
>>
>> Hello Kenn:
>>
>>
>>
>> Ist possible you can share your Users Guide , I've been planning to
make
>> one for my users in here for a while, but other work keep cropping
up, and
>> any help starting this will be useful.
>>
>>
>>
>> Regards;
>>
>> Roy
>>
>>
>>
>> From: rt-users-bounces at lists.bestpractical.com
>> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of
Kenneth
>> Crocker
>> Sent: 19 April 2011 00:12
>> To: rt-users at lists.bestpractical.com
>> Subject: Re: [rt-users] Users Handbook
>>
>>
>>
>> Yan,
>>
>> I developed some guides for our user's. It has a Glossary of terms
and
>> references tp Privileges (the Admin guide). However, it refers to
workflow
>> functions and scrip that we developed that might not be in sync with
what
>> you do. This is what the TOC for the User's Guide looks like:
>>
>> 1: Introduction. - 1 -
>>
>> 2: Administration. - 5 -
>>
>> 3: Logging In. - 7 -
>>
>> 4: Home Page. - 8 -
>>
>> 5: Tickets Interface. - 14 -
>>
>> 6: Common Tasks. - 26 -
>>
>>     Searching, Reporting & Dashboards: - 26 -
>>
>>     Create a Ticket: - 26 -
>>
>>     Correspondence with a Ticket: - 26 -
>>
>> 7: Ticket Owner Tasks. - 27 -
>>
>>     Updating Multiple Tickets (Bulk Update): - 28 -
>>
>>     Initiating the Review Process: - 31 -
>>
>>     Updating the Development Progress of an "Open" Ticket: - 32 -
>>
>>     Managing Ticket Relationships: - 35 -
>>
>>     Initiating the QA WorkFlow Process: - 35 -
>>
>>     Resolving a Ticket: - 35 -
>>
>> 8: Email Interface. - 36 -
>>
>> 9: Support - 38 -
>>
>> Appendix A: Glossary of Terms  - 39 -
>>
>> This is what the TOC for the Queue Admin Guide looks like:
>>
>> 1: Introduction. - 1 -
>>
>> 2: System Administration Requests. - 2 -
>>
>>     Request a New Queue: - 2 -
>>
>>     Request a New Group: - 4 -
>>
>>     Request a New Custom Field: - 6 -
>>
>>     Set up Notifications: - 7 -
>>
>> 3: Queue Administration. - 8 -
>>
>>     Adding Members to a Group: - 8 -
>>
>>     Configure Group Rights/Privileges: - 11 -
>>
>>     Sample Instructions to Setup Access Rights for a Queue: - 11 -
>>
>>     Apply a Custom Field to a Queue: - 17 -
>>
>>     Project Management: - 22 -
>>
>>     Calendar View of Tickets: - 22 -
>>
>>     Dashboards for Systematic Reporting: - 22 -
>>
>>     Initiating the Review Process: - 22 -
>>
>>     Initiating the QA WorkFlow Process: - 22 -
>>
>>     Resolving a Ticket: - 22 -
>>
>> 4: Support - 23 -
>>
>> Appendix A: Glossary of Terms. - 24 -
>>
>> Appendix B: Rights and Privileges  - 25 -
>>
>> I also have a System Admin Guide but I'm sure you aren't interested
in
>> that. Let me know.
>>
>> Kenn
>> LBNL
>>
>> On Mon, Apr 18, 2011 at 2:22 PM, Yan Seiner <yan at seiner.com> wrote:
>>
>> Is there a Users Handbook available?  I will be deploying RT as a
pilot
>> project and would like to have some materials for the users to refer
to.
>>
>> --Yan
>>
>>
>> --
>> If you have eight hours to chop down a tree
>> spend six sharpening your axe.
>> --Abraham Lincoln
>>
>>
>>
>>
>>
>>
>




--
Asif Iqbal
PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu
A: Because it messes up the order in which people normally read text.
Q: Why is top-posting such a bad thing?

 

 

 




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reader of this message is not the intended recipient or an agent
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hereby notified that you have received this document in error and
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From Sharon.Belliveau at frb.gov  Wed Apr 20 08:28:53 2011
From: Sharon.Belliveau at frb.gov (Sharon.Belliveau at frb.gov)
Date: Wed, 20 Apr 2011 08:28:53 -0400
Subject: [rt-users] RT-Users Digest, Vol 85, Issue 64
In-Reply-To: <mailman.2408.1303283192.17434.rt-users@lists.bestpractical.com>
References: <mailman.2408.1303283192.17434.rt-users@lists.bestpractical.com>
Message-ID: <20110420123909.F373A2C4256@ibastion.frb.gov>

Can I join the bandwagon and get copies?
Thanks!
Sharon Belliveau

|------------>
| From:      |
|------------>
  >--------------------------------------------------------------------------------------------------------------------------------------------------|
  |rt-users-request at lists.bestpractical.com                                                                                                          |
  >--------------------------------------------------------------------------------------------------------------------------------------------------|
|------------>
| To:        |
|------------>
  >--------------------------------------------------------------------------------------------------------------------------------------------------|
  |rt-users at lists.bestpractical.com                                                                                                                  |
  >--------------------------------------------------------------------------------------------------------------------------------------------------|
|------------>
| Date:      |
|------------>
  >--------------------------------------------------------------------------------------------------------------------------------------------------|
  |04/20/2011 03:07 AM                                                                                                                               |
  >--------------------------------------------------------------------------------------------------------------------------------------------------|
|------------>
| Subject:   |
|------------>
  >--------------------------------------------------------------------------------------------------------------------------------------------------|
  |RT-Users Digest, Vol 85, Issue 64                                                                                                                 |
  >--------------------------------------------------------------------------------------------------------------------------------------------------|
|------------>
| Sent by:   |
|------------>
  >--------------------------------------------------------------------------------------------------------------------------------------------------|
  |rt-users-bounces at lists.bestpractical.com                                                                                                          |
  >--------------------------------------------------------------------------------------------------------------------------------------------------|





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Today's Topics:

   1. Re: Users Handbook (Andrew Marosi)


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

Message: 1
Date: Wed, 20 Apr 2011 00:06:25 -0700
From: Andrew Marosi <amarosi at lamparts.com>
To: "'rt-users at lists.bestpractical.com'"
		 <rt-users at lists.bestpractical.com>
Subject: Re: [rt-users] Users Handbook
Message-ID: <15DF9116EFA72B41BA18ECC2ABD870F55C7848F1 at uslaxmail02>
Content-Type: text/plain; charset="utf-8"

Perhaps a link via a file hosting site - that way we all can grab a copy?

--------------------------
Sent using BlackBerry


From: Nehmer Torben [mailto:torben.nehmer at cancom.de]
Sent: Tuesday, April 19, 2011 11:53 PM
To: rt-users at lists.bestpractical.com <rt-users at lists.bestpractical.com>
Subject: Re: [rt-users] Users Handbook

Hi Ken,

Same here too, it would be greate if I could have a copy too.

Torben Nehmer
-------
Torben Nehmer
Diplom Informatiker (FH)
Business System Developer
CANCOM Deutschland GmbH
Messerschmittstr. 20
89343 Scheppach
Germany
Tel.: +49 8225 - 996-1118
Fax: +49 8225 - 996-41118
torben.nehmer at cancom.de<mailto:torben.nehmer at cancom.de>
www.cancom.de<http://www.cancom.de>
CANCOM Deutschland GmbH
Sitz der Gesellschaft: Jettingen-Scheppach
HRB 10653 Memmingen
Gesch?ftsf?hrer: Martin Mayr, Tobias H?rmann
Diese E-Mail und alle mitgesendeten Dateien sind vertraulich und
ausschlie?lich f?r den Gebrauch durch den Empf?nger bestimmt!
This e-mail and any files transmitted with it are confidential intended
solely for the use of the addressee!

Von: rt-users-bounces at lists.bestpractical.com [
mailto:rt-users-bounces at lists.bestpractical.com] Im Auftrag von Paul
O'Rorke
Gesendet: Mittwoch, 20. April 2011 06:06
An: rt-users at lists.bestpractical.com
Betreff: Re: [rt-users] Users Handbook

Hi Ken,

I'd love both the User and Admin if that's a possibility?

Paul

On 11-04-19 07:27 PM, Rocel M. Lacida wrote:
Hello Ken,
Good Day!

Can I have a copy also. I really need to know more about RT.

Thanks in Advance
Rocel

On 4/20/2011 6:29 AM, Kenneth Crocker wrote:
20/20,

Sure.

Kenn Crocker
On Tue, Apr 19, 2011 at 2:47 PM, 20/20 Lab <lab at pacbell.net<
mailto:lab at pacbell.net>> wrote:
Hate to feel like I'm jumping on a bandwagon; but I would appreciate a copy
as well.

-Matt



On 04/19/2011 2:39 PM, Kenneth Crocker wrote:
Asif,

Sure.

Kenn
On Tue, Apr 19, 2011 at 2:21 PM, Asif Iqbal <vadud3 at gmail.com<
mailto:vadud3 at gmail.com>> wrote:

I like to get a copy to if that is possible.


On Tue, Apr 19, 2011 at 5:09 PM, Kenneth Crocker <kfcrocker at lbl.gov<
mailto:kfcrocker at lbl.gov>> wrote:
> Jason, Miachael, Yan, Kevin, Raed, Tyler & Drew,
>
> I will certainly mail each of you a copy of both the User's Guide as well
as
> the Queue Admin Guide. You must keep in mind that this documentation is
> tailored towards the way we do things here at LBNL. We have over 100
Queues
> that are used to support Application Projects/Systems/Support. In most
> cases, we have a WorkFlow process that includes Review & Approval of
> requests before being moved to the support Queue as well as QA procedures
> that allow for separate approval of QA test results (by another team or
the
> requestors, etc) before migration to production & Resolution. That means
I
> the documentation will be referring to Ticket Status values we added,
Custom
> Fields & Scrips created for these processes.
>
> As long as you guys plan to rip out what you don't need, it can be useful
as
> a baseline of instruction on understanding terminology, privileges,
> notification scrips, searching & reporting (including dashboards), and
on.
>
> I hope it will be useful for you.
>
> I'll be sending them out in a couple of hours.
>
> Kenn
> LBNL
>
> On Tue, Apr 19, 2011 at 1:40 PM, Jason Ledford <jledford at biltmore.com<
mailto:jledford at biltmore.com>>
> wrote:
>>
>> Can I get a copy?
>>
>>
>>
>> From: rt-users-bounces at lists.bestpractical.com<
mailto:rt-users-bounces at lists.bestpractical.com>
>> [mailto:rt-users-bounces at lists.bestpractical.com<
mailto:rt-users-bounces at lists.bestpractical.com>] On Behalf Of Kenneth
>> Crocker
>>
>> Sent: Tuesday, April 19, 2011 3:15 PM
>> To: rt-users at lists.bestpractical.com<
mailto:rt-users at lists.bestpractical.com>
>> Subject: Re: [rt-users] Users Handbook
>>
>>
>>
>> Raed & Kevin,
>>
>> I'll have to send these to your individual email address as the User's
>> list will stop it cause the attachments are so large.
>>
>> Kenn
>> LBNL
>>
>> On Tue, Apr 19, 2011 at 9:48 AM, Kenneth Crocker <kfcrocker at lbl.gov<
mailto:kfcrocker at lbl.gov>>
>> wrote:
>>
>> Raed,
>>
>> Absolutely! Right now I'm prepping it to remove any company info that
>> shouldn't go out. Both Guides should be ready by EOD.
>>
>> BTW, the guides are based on 3.8.7, including screen shots, etc.
>>
>> Kenn
>> LBNL
>>
>>
>>
>> On Tue, Apr 19, 2011 at 9:33 AM, Raed El-Hames
>> <Raed.El-Hames at daisygroupplc.com<mailto:Raed.El-Hames at daisygroupplc.com
>> wrote:
>>
>> Hello Kenn:
>>
>>
>>
>> Ist possible you can share your Users Guide , I?ve been planning to make
>> one for my users in here for a while, but other work keep cropping up,
and
>> any help starting this will be useful.
>>
>>
>>
>> Regards;
>>
>> Roy
>>
>>
>>
>> From: rt-users-bounces at lists.bestpractical.com<
mailto:rt-users-bounces at lists.bestpractical.com>
>> [mailto:rt-users-bounces at lists.bestpractical.com<
mailto:rt-users-bounces at lists.bestpractical.com>] On Behalf Of Kenneth
>> Crocker
>> Sent: 19 April 2011 00:12
>> To: rt-users at lists.bestpractical.com<
mailto:rt-users at lists.bestpractical.com>
>> Subject: Re: [rt-users] Users Handbook
>>
>>
>>
>> Yan,
>>
>> I developed some guides for our user's. It has a Glossary of terms and
>> references tp Privileges (the Admin guide). However, it refers to
workflow
>> functions and scrip that we developed that might not be in sync with
what
>> you do. This is what the TOC for the User's Guide looks like:
>>
>> 1: Introduction. - 1 -
>>
>> 2: Administration. - 5 -
>>
>> 3: Logging In. - 7 -
>>
>> 4: Home Page. - 8 -
>>
>> 5: Tickets Interface. - 14 -
>>
>> 6: Common Tasks. - 26 -
>>
>>     Searching, Reporting & Dashboards: - 26 -
>>
>>     Create a Ticket: - 26 -
>>
>>     Correspondence with a Ticket: - 26 -
>>
>> 7: Ticket Owner Tasks. - 27 -
>>
>>     Updating Multiple Tickets (Bulk Update): - 28 -
>>
>>     Initiating the Review Process: - 31 -
>>
>>     Updating the Development Progress of an ?Open? Ticket: - 32 -
>>
>>     Managing Ticket Relationships: - 35 -
>>
>>     Initiating the QA WorkFlow Process: - 35 -
>>
>>     Resolving a Ticket: - 35 -
>>
>> 8: Email Interface. - 36 -
>>
>> 9: Support - 38 -
>>
>> Appendix A: Glossary of Terms  - 39 -
>>
>> This is what the TOC for the Queue Admin Guide looks like:
>>
>> 1: Introduction. - 1 -
>>
>> 2: System Administration Requests. - 2 -
>>
>>     Request a New Queue: - 2 -
>>
>>     Request a New Group: - 4 -
>>
>>     Request a New Custom Field: - 6 -
>>
>>     Set up Notifications: - 7 -
>>
>> 3: Queue Administration. - 8 -
>>
>>     Adding Members to a Group: - 8 -
>>
>>     Configure Group Rights/Privileges: - 11 -
>>
>>     Sample Instructions to Setup Access Rights for a Queue: - 11 -
>>
>>     Apply a Custom Field to a Queue: - 17 -
>>
>>     Project Management: - 22 -
>>
>>     Calendar View of Tickets: - 22 -
>>
>>     Dashboards for Systematic Reporting: - 22 -
>>
>>     Initiating the Review Process: - 22 -
>>
>>     Initiating the QA WorkFlow Process: - 22 -
>>
>>     Resolving a Ticket: - 22 -
>>
>> 4: Support - 23 -
>>
>> Appendix A: Glossary of Terms. - 24 -
>>
>> Appendix B: Rights and Privileges  - 25 -
>>
>> I also have a System Admin Guide but I'm sure you aren't interested in
>> that. Let me know.
>>
>> Kenn
>> LBNL
>>
>> On Mon, Apr 18, 2011 at 2:22 PM, Yan Seiner <yan at seiner.com<
mailto:yan at seiner.com>> wrote:
>>
>> Is there a Users Handbook available?  I will be deploying RT as a pilot
>> project and would like to have some materials for the users to refer to.
>>
>> --Yan
>>
>>
>> --
>> If you have eight hours to chop down a tree
>> spend six sharpening your axe.
>> --Abraham Lincoln
>>
>>
>>
>>
>>
>>
>


--
Asif Iqbal
PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu<http://pgp.mit.edu>
A: Because it messes up the order in which people normally read text.
Q: Why is top-posting such a bad thing?




--
Paul O'Rorke

paul at paulororke.net<mailto:paul at paulororke.net>
home.: (250) 483 1456
cell.: (250) 732 7022
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------------------------------

_______________________________________________
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End of RT-Users Digest, Vol 85, Issue 64
****************************************





From mike.johnson at nosm.ca  Wed Apr 20 08:45:44 2011
From: mike.johnson at nosm.ca (Mike Johnson)
Date: Wed, 20 Apr 2011 08:45:44 -0400
Subject: [rt-users] can't locate XXX
In-Reply-To: <BANLkTi=4k4pExkSBCo=xVAu4n6RjCQi0BQ@mail.gmail.com>
References: <BANLkTinfEiSzAa+zJCuAC+jeVg+Ts1PVRg@mail.gmail.com>
	<BANLkTi=4k4pExkSBCo=xVAu4n6RjCQi0BQ@mail.gmail.com>
Message-ID: <BANLkTikXjzrYJF=3U+kW7Z+G9KU294dOqg@mail.gmail.com>

The Set(@Plugins line was the problem... I had a spelling mistake.

Now I'm seeing a different error

[Wed Apr 20 08:20:25 2011] [error] Can't call method "require" without a
package or object reference at /opt/rt3/bin/../lib/RT.pm line
670.\nCompilation failed in require at (eval 2) line 1.\n
[Wed Apr 20 08:20:25 2011] [error] Can't load Perl file: /opt/rt3/bin/
webmux.pl for server myserver.mydomain.com:0, exiting...
By looking at the code in RT.pm, and my very limited Perl knowledge... it
seems when it's reading through trying to find all the Plugins defined in
the RT_SiteConfig.pm it hiccups on the newly corrected Set(@Plugins...);
line for ExtractCustomFieldValues.

My Set line is as follows:

Set(@Plugins,qw(... RT::Extension::ExtractCustomFieldValues));

As indicated on the wiki page for ExtractCustomFieldValues.

I'm trying to figure out exactly what the Set(@Plugins line means(till now,
I've simply used what was posted on the wiki, without understanding what
each piece of the config line actually means...) but I'm having a hard time
googling/searching wiki or rt-users for that information.

This page http://requesttracker.wikia.com/wiki/SiteConfig tells you a little
bit of the Plugins line, but doesn't define what it means.  I'm assuming I'd
inherently know this if I knew more about Perl itself...



On Wed, Apr 20, 2011 at 1:17 AM, Ruslan Zakirov <ruz at bestpractical.com>wrote:

> On Tue, Apr 19, 2011 at 9:29 PM, Mike Johnson <mike.johnson at nosm.ca>
> wrote:
> > When the apache error_log shows an error stating it can't locate a given
> .pm
> > file in @INC what are my steps to resolve this?
> >
> > Specifically, when I insert the line
> >
> > Set(@Plugins,qw(... RT::Extension::ExtractCustomFieldValues));
> >
> > into my site config, apache won't start up and complains it cannot find
> the
> > ExtractCustomFieldValues.pm
> >
> > I searched the lists, and some have said the path to the pm is not in the
> > @INC environment variable and to move the .pm to a place that is.  In the
> > error it lists the @INC variable, and /opt/rt3/local/lib or /opt/rt3/lib
> > exist in it
>
> In 3.8 @INC should be
>
> rt3/local/lib
> rt3/local/plugins/X/lib
> rt3/local/plugins/Y/lib
> rt3/local/plugins/Z/lib
> rt3/lib
>
> If you have set @Plugins to (X Y Z) in the config, but ...
>
> * ..., but only some plugins' paths are in the @INC - check config for
> double Set(@Plugins, ...)
> * ..., but only some plugins' paths are in the @INC - check above and
> check permissions on dirs
> * ..., but none of rt3/local/plugins/.../lib is in the @INC - check
> above, may be you have earlier 3.8.x release with a bug, upgrade to
> the latest
>
> > , so I attempted to move the .pm in question to one of those
> > areas with no luck...
> > Strikes me as odd that I'd have to move this considering I've installed 2
> > other extensions prior to this one that fired up with out any issues...
>
> 100% there is no need in moving files around. Pretty good chances to
> break things further or complicate future upgrades.
>
> > Anyone give me a few steps to troubleshoot or try out?
> >
> > Thanks!
> > Mike.
>
> --
> Best regards, Ruslan.
>



-- 
Mike Johnson
Datatel Programmer/Analyst
Northern Ontario School of Medicine
955 Oliver Road
Thunder Bay, ON   P7B 5E1
Phone: (807) 766-7331
Email: mike.johnson at nosm.ca
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From chris-barnes at tamu.edu  Wed Apr 20 10:20:36 2011
From: chris-barnes at tamu.edu (Chris Barnes)
Date: Wed, 20 Apr 2011 09:20:36 -0500
Subject: [rt-users] User credentials change automagically
Message-ID: <4DAEEBB4.3080701@tamu.edu>

Ok, this is bizarre.

Our IT group uses RT for problem tracking.  There are only 4 accounts 
(kept in RT), one for each of the 3 real people and one called "root" 
(for admin functions of RT itself).  We've been using RT 3.8.8 since 
November - the problem I will describe just began happening this week.

2 of us are logged into RT pretty much 24/7
I use Firefox 4.  Never have a problem
User2 uses Opera 11.  RT itself works fine for him.

Neither of us knows the other's password...



Problem:
User2 locks his computer and goes to lunch.  When he gets back from 
lunch, his RT session is somehow magically logged in as ME.
Huh?   How could that happen?

It gets even more bizarre - if he logs out of RT on his computer, the RT 
session on my computer gets logged off  ???????




What's going on here?

-- 
Chris Barnes                           AOL IM: CNBarnes
chris-barnes at tamu.edu                Yahoo IM: chrisnbarnes
Computer Systems Manager               MSN IM: chris at txbarnes.com
Department of Physics                      ph: 979-845-1379
Texas A&M University                      fax: 979-845-2590


From trs at bestpractical.com  Wed Apr 20 10:32:45 2011
From: trs at bestpractical.com (Thomas Sibley)
Date: Wed, 20 Apr 2011 10:32:45 -0400
Subject: [rt-users] User credentials change automagically
In-Reply-To: <4DAEEBB4.3080701@tamu.edu>
References: <4DAEEBB4.3080701@tamu.edu>
Message-ID: <4DAEEE8D.2050207@bestpractical.com>

On 04/20/2011 10:20 AM, Chris Barnes wrote:
> Ok, this is bizarre.
[snip]
> Problem:
> User2 locks his computer and goes to lunch.  When he gets back from
> lunch, his RT session is somehow magically logged in as ME.
> Huh?   How could that happen?
> 
> It gets even more bizarre - if he logs out of RT on his computer, the RT
> session on my computer gets logged off  ???????
> 
> What's going on here?

We're talking to your coworker Joe on #rt right now about your problem.
 To summarize, we've never seen a report of this which wasn't the fault
of a caching proxy or mod_cache in Apache screwing up.  Basically
cookies get improperly cached and sent to your browser, which makes you
logged in with another user's session.

Thomas



From prozaconstilts at gmail.com  Wed Apr 20 10:42:31 2011
From: prozaconstilts at gmail.com (Adam Allred)
Date: Wed, 20 Apr 2011 10:42:31 -0400
Subject: [rt-users] 3.8.10
In-Reply-To: <20110419012054.GA725@jibsheet.com>
References: <31427238.post@talk.nabble.com> <20110419012054.GA725@jibsheet.com>
Message-ID: <BANLkTinbxX5Zt9TT7pnNYJAFJECuPFreQg@mail.gmail.com>

Is there documentation somewhere that says this? I couldn't find any
on the RT website or the wikia entry for the extension pointing out
this change.

Also, if I use cpan to install the ExternalAuth extension, via a 'cpan
-i RT::Authen::ExternalAuth', it does not pull 0.08_02 from
http://search.cpan.org/~falcone/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm,
but 0.08 from http://search.cpan.org/~zordrak/RT-Authen-ExternalAuth-0.08/lib/RT/Authen/ExternalAuth.pm.
Is that correct? Is it possible to ensure that the command above
points to the latest and greatest? Is that the right thing to do?


Thanks,

Adam


On Mon, Apr 18, 2011 at 9:20 PM, Kevin Falcone
<falcone at bestpractical.com> wrote:
> On Mon, Apr 18, 2011 at 01:02:55PM -0700, derekross wrote:
>>
>> RT 3.8.10 and Authen::ExternalAuth
>
> You don't say a version, but you need 0.08_02 and you need to follow
> the upgrading instructions at the top of the README file
>
> -kevin
>
>> [Mon Apr 18 15:52:55 2011] [error] Modification of a read-only value
>> attempted at /usr/lib/perl5/site_perl/5.8.8/Net/LDAP/Constant.pm line
>> 13.\nCompilation failed in require at
>> /usr/lib/perl5/site_perl/5.8.8/Net/LDAP/Message.pm line 7.\nBEGIN
>> failed--compilation aborted at
>> /usr/lib/perl5/site_perl/5.8.8/Net/LDAP/Message.pm line 7.\nCompilation
>> failed in require at /usr/lib/perl5/site_perl/5.8.8/Net/LDAP.pm line
>> 13.\nBEGIN failed--compilation aborted at
>> /usr/lib/perl5/site_perl/5.8.8/Net/LDAP.pm line 13.\nCompilation failed in
>> require at
>> /opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm
>> line 3.\nBEGIN failed--compilation aborted at
>> /opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm
>> line 3.\nCompilation failed in require at
>> /opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm
>> line 26.\nBEGIN failed--compilation aborted at
>> /opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm
>> line 26.\nCompilation failed in require at
>> /opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/User_Vendor.pm line
>> 3.\nBEGIN failed--compilation aborted at
>> /opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/User_Vendor.pm line
>> 3.\nCompilation failed in require at /opt/rt3/bin/../lib/RT/Base.pm line
>> 173.\nCompilation failed in require at (eval 109) line 3.\n\t...propagated
>> at /usr/lib/perl5/5.8.8/base.pm line 94.\nBEGIN failed--compilation aborted
>> at /opt/rt3/bin/../lib/RT/CurrentUser.pm line 96.\nCompilation failed in
>> require at /opt/rt3/bin/../lib/RT.pm line 515.\nCompilation failed in
>> require at (eval 2) line 1.\n
>> [Mon Apr 18 15:52:55 2011] [error] Can't load Perl file:
>> /opt/rt3/bin/webmux.pl for server HOSTNAME :0, exiting...
>


From bproudman82 at gmail.com  Wed Apr 20 10:56:02 2011
From: bproudman82 at gmail.com (Benjamin Proudman)
Date: Wed, 20 Apr 2011 10:56:02 -0400
Subject: [rt-users] Users Handbook
Message-ID: <BANLkTikUm+40u35j6-vpNxLxW1vNmoxL1Q@mail.gmail.com>

Kenn,

It'd be awesome if I could get a copy as well. Thanks!

Benjamin
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From miroslav.asenov at aiidatapro.com  Wed Apr 20 10:57:22 2011
From: miroslav.asenov at aiidatapro.com (Miroslav Asenov)
Date: Wed, 20 Apr 2011 17:57:22 +0300
Subject: [rt-users] Users Handbook
In-Reply-To: <BANLkTikUm+40u35j6-vpNxLxW1vNmoxL1Q@mail.gmail.com>
References: <BANLkTikUm+40u35j6-vpNxLxW1vNmoxL1Q@mail.gmail.com>
Message-ID: <4DAEF452.8050101@aiidatapro.com>

Me to :-)

On 20.4.2011 ?. 17:56 ?., Benjamin Proudman wrote:
> Kenn,
>
> It'd be awesome if I could get a copy as well. Thanks!
>
> Benjamin


-- 
*Miroslav Asenov*
system administrator

AIIDataProcessing <http://www.aiidatapro.com/>
phone 	+359 2 8012 690
e-mail 	miroslava at aiidatapro.com <mailto:miroslava at aiidatapro.com>
address 	64, Kiril i Metodii Str., Sofia 1202, Bulgaria
website 	www.aiidatapro.com <http://www.aiidatapro.com/>


Think of the environment! Please, don't print this e-mail unless you 
really need to.
This e-mail and any attached files were sent to you by AII Data 
Processing Ltd., a major outsourcing provider and business information 
company. AII Data Processing owns the newswires SeeNews (www.seenews.com 
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message are solely those of the sender, except where the sender 
specifically states them to be views of AII Data Processing Ltd.

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From falcone at bestpractical.com  Wed Apr 20 11:20:50 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 20 Apr 2011 11:20:50 -0400
Subject: [rt-users] 3.8.10
In-Reply-To: <BANLkTinbxX5Zt9TT7pnNYJAFJECuPFreQg@mail.gmail.com>
References: <31427238.post@talk.nabble.com> <20110419012054.GA725@jibsheet.com>
	<BANLkTinbxX5Zt9TT7pnNYJAFJECuPFreQg@mail.gmail.com>
Message-ID: <20110420152050.GB725@jibsheet.com>

On Wed, Apr 20, 2011 at 10:42:31AM -0400, Adam Allred wrote:
> Is there documentation somewhere that says this? I couldn't find any
> on the RT website or the wikia entry for the extension pointing out
> this change.

I updated the README that accompanies the extension

http://cpansearch.perl.org/src/FALCONE/RT-Authen-ExternalAuth-0.08_02/README

> Also, if I use cpan to install the ExternalAuth extension, via a 'cpan
> -i RT::Authen::ExternalAuth', it does not pull 0.08_02 from
> http://search.cpan.org/~falcone/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm,
> but 0.08 from http://search.cpan.org/~zordrak/RT-Authen-ExternalAuth-0.08/lib/RT/Authen/ExternalAuth.pm.
> Is that correct? Is it possible to ensure that the command above
> points to the latest and greatest? Is that the right thing to do?

You cannot use 0.08 with 3.8.10, you will need to manually download and install 0.08_02

0.09 will get released when I've finished testing on 4.0.0 and have
heard from more people that it solves the 3.8.10 issues.

-kevin
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From boyken at divms.uiowa.edu  Wed Apr 20 11:30:35 2011
From: boyken at divms.uiowa.edu (Karl Boyken)
Date: Wed, 20 Apr 2011 10:30:35 -0500
Subject: [rt-users] Problem with RTx-Shredder and local hacks post-3.8.10
	upgrade
Message-ID: <4DAEFC1B.3060701@divms.uiowa.edu>

Since upgrading to 3.8.10 from 3.8.9, rt-shredder returns:

Couldn't find plugin 'Tickets'
Plugins list:
	Objects
	Users
	Attachments
	Summary
	Tickets
	SQLDump

Also, it appears that some local hacks we've installed under 
rt-root/local (User_Overlay and Auth) no longer are being executed.

We're running RT on RedHat Enterprise Server 5.6, Perl 5.12.3 (a 
stand-alone install, not system-installed Perl), and MySQL 5.0.77.

Karl Boyken

-- 
Karl Boyken, system administrator 
karl-boyken at uiowa.edu
303A MLH, Dept. of Comp. Sci. 
http://www.cs.uiowa.edu/~boyken/
The U. of Iowa, Iowa City, IA  52242   319-335-2730 (voice) 
319-335-3668 (fax)


From falcone at bestpractical.com  Wed Apr 20 11:38:58 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 20 Apr 2011 11:38:58 -0400
Subject: [rt-users] can't locate XXX
In-Reply-To: <BANLkTikXjzrYJF=3U+kW7Z+G9KU294dOqg@mail.gmail.com>
References: <BANLkTinfEiSzAa+zJCuAC+jeVg+Ts1PVRg@mail.gmail.com>
	<BANLkTi=4k4pExkSBCo=xVAu4n6RjCQi0BQ@mail.gmail.com>
	<BANLkTikXjzrYJF=3U+kW7Z+G9KU294dOqg@mail.gmail.com>
Message-ID: <20110420153858.GC725@jibsheet.com>

On Wed, Apr 20, 2011 at 08:45:44AM -0400, Mike Johnson wrote:
> The Set(@Plugins line was the problem... I had a spelling mistake.
> 
> Now I'm seeing a different error
> 
> [Wed Apr 20 08:20:25 2011] [error] Can't call method "require" without a
> package or object reference at /opt/rt3/bin/../lib/RT.pm line
> 670.\nCompilation failed in require at (eval 2) line 1.\n
> [Wed Apr 20 08:20:25 2011] [error] Can't load Perl file: /opt/rt3/bin/
> webmux.pl for server myserver.mydomain.com:0, exiting...

This implies you have some junk in your @Plugins, what else are you
loading?

> Set(@Plugins,qw(... RT::Extension::ExtractCustomFieldValues));

Do you have a literal ... in there?

Also, normally I recommend the README in an extension over something
in the wiki which may be unfortunately out of date (since engineers
tend to update the closest docs)

When installing, did you run all the steps?  Install and initdb (but
only once).

-kevin

> By looking at the code in RT.pm, and my very limited Perl knowledge... it
> seems when it's reading through trying to find all the Plugins defined in
> the RT_SiteConfig.pm it hiccups on the newly corrected Set(@Plugins...);
> line for ExtractCustomFieldValues.
> 
> My Set line is as follows:
> 
> Set(@Plugins,qw(... RT::Extension::ExtractCustomFieldValues));
> 
> As indicated on the wiki page for ExtractCustomFieldValues.
> 
> I'm trying to figure out exactly what the Set(@Plugins line means(till now,
> I've simply used what was posted on the wiki, without understanding what
> each piece of the config line actually means...) but I'm having a hard time
> googling/searching wiki or rt-users for that information.
> 
> This page http://requesttracker.wikia.com/wiki/SiteConfig tells you a little
> bit of the Plugins line, but doesn't define what it means.  I'm assuming I'd
> inherently know this if I knew more about Perl itself...
> 
> 
> 
> On Wed, Apr 20, 2011 at 1:17 AM, Ruslan Zakirov <ruz at bestpractical.com>wrote:
> 
> > On Tue, Apr 19, 2011 at 9:29 PM, Mike Johnson <mike.johnson at nosm.ca>
> > wrote:
> > > When the apache error_log shows an error stating it can't locate a given
> > .pm
> > > file in @INC what are my steps to resolve this?
> > >
> > > Specifically, when I insert the line
> > >
> > > Set(@Plugins,qw(... RT::Extension::ExtractCustomFieldValues));
> > >
> > > into my site config, apache won't start up and complains it cannot find
> > the
> > > ExtractCustomFieldValues.pm
> > >
> > > I searched the lists, and some have said the path to the pm is not in the
> > > @INC environment variable and to move the .pm to a place that is.  In the
> > > error it lists the @INC variable, and /opt/rt3/local/lib or /opt/rt3/lib
> > > exist in it
> >
> > In 3.8 @INC should be
> >
> > rt3/local/lib
> > rt3/local/plugins/X/lib
> > rt3/local/plugins/Y/lib
> > rt3/local/plugins/Z/lib
> > rt3/lib
> >
> > If you have set @Plugins to (X Y Z) in the config, but ...
> >
> > * ..., but only some plugins' paths are in the @INC - check config for
> > double Set(@Plugins, ...)
> > * ..., but only some plugins' paths are in the @INC - check above and
> > check permissions on dirs
> > * ..., but none of rt3/local/plugins/.../lib is in the @INC - check
> > above, may be you have earlier 3.8.x release with a bug, upgrade to
> > the latest
> >
> > > , so I attempted to move the .pm in question to one of those
> > > areas with no luck...
> > > Strikes me as odd that I'd have to move this considering I've installed 2
> > > other extensions prior to this one that fired up with out any issues...
> >
> > 100% there is no need in moving files around. Pretty good chances to
> > break things further or complicate future upgrades.
> >
> > > Anyone give me a few steps to troubleshoot or try out?
> > >
> > > Thanks!
> > > Mike.
> >
> > --
> > Best regards, Ruslan.
> >
> 
> 
> 
> -- 
> Mike Johnson
> Datatel Programmer/Analyst
> Northern Ontario School of Medicine
> 955 Oliver Road
> Thunder Bay, ON   P7B 5E1
> Phone: (807) 766-7331
> Email: mike.johnson at nosm.ca

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From falcone at bestpractical.com  Wed Apr 20 11:51:01 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 20 Apr 2011 11:51:01 -0400
Subject: [rt-users] Display ticket creation time in another language
In-Reply-To: <BANLkTiknsRVOtipELg8g8Qduy0MRJXPXLQ@mail.gmail.com>
References: <BANLkTiknsRVOtipELg8g8Qduy0MRJXPXLQ@mail.gmail.com>
Message-ID: <20110420155101.GD725@jibsheet.com>

On Mon, Apr 18, 2011 at 02:13:59PM +0100, Houcem HACHICHA wrote:
>    Hello all,
>    I'm trying to display a ticket creation time on an RT email template. I used the following:
>    {$Transaction->CreatedAsString}
> 
>    And I got the following in the email: Mon Apr 18 13:06:23 2011 ; which is indeed the ticket
>    creation time.
>    Is it possible to get the ticket creation time in another language? Say French?
>    Thanks in advance

You might be able to set DateTimeFormat to LocalizedDateTime but it
depends on you having all the DateTime modules it wants installed to
work properly.  I'm also not 100% sure how it interacts with being
sent in emails vs changing the web UI.

-kevin
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From falcone at bestpractical.com  Wed Apr 20 11:56:19 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 20 Apr 2011 11:56:19 -0400
Subject: [rt-users] AutoCloseOnNagiosRecoveryMessage
In-Reply-To: <4DAD6FC0.2030000@sgul.ac.uk>
References: <4DA862FE.1020804@sgul.ac.uk> <4DA86506.7030804@bestpractical.com>
	<20110415162534.GD58388@jibsheet.com> <4DAD6FC0.2030000@sgul.ac.uk>
Message-ID: <20110420155619.GE725@jibsheet.com>

On Tue, Apr 19, 2011 at 12:19:28PM +0100, Giuseppe Sollazzo wrote:
> thanks for the advise - I'll try this one although I'm wondering if
> it's stable enough?

I'm not sure why it would be unstable?

> Thomas, oops, something must have gone wrong in the copy&paste.
> 
> Thanks,
> Giuseppe
> 
> On 15/04/11 17:25, Kevin Falcone wrote:
> >On Fri, Apr 15, 2011 at 11:32:22AM -0400, Thomas Sibley wrote:
> >>On 04/15/2011 11:23 AM, Giuseppe Sollazzo wrote:
> >>>Hi all,
> >>>I've been trying to use this scrip to auto close Nagios tickets upon
> >>>recovery:
> >>>http://requesttracker.wikia.com/wiki/AutoCloseOnNagiosRecoveryMessages
> >>>
> >>>The Script is launched, but there's an error
> >>>
> >>>[Sat Mar  5 02:40:02 2011] [error]: Scrip 12 Commit failed: Quantifier
> >>>follows nothing in regex; marked by<-- HERE in m/*<-- HERE * RECOVERY
> >>>(w+) - (.*) OK **/ at (eval 3695) line 13.
> >>>
> >>>I'm not terribly good at Perl and especially its regexp, but I've got a
> >>>feeling it might be an escaping issue?
> >>>Has anyone encountered this problem - or am I maybe just using a very
> >>>old script?
> >>I don't know if the scrip is old or not, but you need to backslash
> >>escape the asterisks at the beginning and end of that regex (but not the
> >>one following the period in the middle).
> >>
> >>m/\*\* RECOVERY (w+) - (.*) OK \*\*/
> >There is also http://search.cpan.org/dist/RT-Extension-Nagios/
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From gsollazz at sgul.ac.uk  Wed Apr 20 12:01:16 2011
From: gsollazz at sgul.ac.uk (Giuseppe Sollazzo)
Date: Wed, 20 Apr 2011 17:01:16 +0100
Subject: [rt-users] AutoCloseOnNagiosRecoveryMessage
In-Reply-To: <20110420155619.GE725@jibsheet.com>
References: <4DA862FE.1020804@sgul.ac.uk> <4DA86506.7030804@bestpractical.com>
	<20110415162534.GD58388@jibsheet.com> <4DAD6FC0.2030000@sgul.ac.uk>
	<20110420155619.GE725@jibsheet.com>
Message-ID: <4DAF034C.7000703@sgul.ac.uk>

On 20/04/11 16:56, Kevin Falcone wrote:
> On Tue, Apr 19, 2011 at 12:19:28PM +0100, Giuseppe Sollazzo wrote:
>> thanks for the advise - I'll try this one although I'm wondering if
>> it's stable enough?
> I'm not sure why it would be unstable?

Release number "0.05" is generally not a hint of extreme stability ;-)

Giuseppe

-- 

____________________________________

Giuseppe Sollazzo
Senior Systems Analyst
Computing Services
Information Services
St. George's, University Of London
Cranmer Terrace
London SW17 0RE

Email: gsollazz at sgul.ac.uk
Direct Dial: +44 20 8725 5160
Fax: +44 20 8725 3583




From jvermeul at lakeheadu.ca  Wed Apr 20 12:04:26 2011
From: jvermeul at lakeheadu.ca (Joe Vermeulen)
Date: Wed, 20 Apr 2011 12:04:26 -0400
Subject: [rt-users] RT-Users Digest, Vol 85, Issue 66
In-Reply-To: <mailman.2452.1303309967.17434.rt-users@lists.bestpractical.com>
References: <mailman.2452.1303309967.17434.rt-users@lists.bestpractical.com>
Message-ID: <BANLkTi=RHOuod7Vgj4XLZ_tje+NFgoDP3Q@mail.gmail.com>

I am not sure if that is your exact Plugins config line but it should be:

Set(@Plugins,qw(RT::Extension::ExtractCustomFieldValues));

If there is more than one extension being loaded can you post the full
exact line.  Also as Ruslan pointed out there should only be one
Set(@Plugins    line.

> Message: 2
> Date: Wed, 20 Apr 2011 08:45:44 -0400
> From: Mike Johnson <mike.johnson at nosm.ca>
> To: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] can't locate XXX
> Message-ID: <BANLkTikXjzrYJF=3U+kW7Z+G9KU294dOqg at mail.gmail.com>
> Content-Type: text/plain; charset="iso-8859-1"
>
> The Set(@Plugins line was the problem... I had a spelling mistake.
>
> Now I'm seeing a different error
>
> [Wed Apr 20 08:20:25 2011] [error] Can't call method "require" without a
> package or object reference at /opt/rt3/bin/../lib/RT.pm line
> 670.\nCompilation failed in require at (eval 2) line 1.\n
> [Wed Apr 20 08:20:25 2011] [error] Can't load Perl file: /opt/rt3/bin/
> webmux.pl for server myserver.mydomain.com:0, exiting...
> By looking at the code in RT.pm, and my very limited Perl knowledge... it
> seems when it's reading through trying to find all the Plugins defined in
> the RT_SiteConfig.pm it hiccups on the newly corrected Set(@Plugins...);
> line for ExtractCustomFieldValues.
>
> My Set line is as follows:
>
> Set(@Plugins,qw(... RT::Extension::ExtractCustomFieldValues));
>
> As indicated on the wiki page for ExtractCustomFieldValues.
>
> I'm trying to figure out exactly what the Set(@Plugins line means(till now,
> I've simply used what was posted on the wiki, without understanding what
> each piece of the config line actually means...) but I'm having a hard time
> googling/searching wiki or rt-users for that information.
>
> This page http://requesttracker.wikia.com/wiki/SiteConfig tells you a little
> bit of the Plugins line, but doesn't define what it means. ?I'm assuming I'd
> inherently know this if I knew more about Perl itself...
>
>
>
> On Wed, Apr 20, 2011 at 1:17 AM, Ruslan Zakirov <ruz at bestpractical.com>wrote:
>
>> On Tue, Apr 19, 2011 at 9:29 PM, Mike Johnson <mike.johnson at nosm.ca>
>> wrote:
>> > When the apache error_log shows an error stating it can't locate a given
>> .pm
>> > file in @INC what are my steps to resolve this?
>> >
>> > Specifically, when I insert the line
>> >
>> > Set(@Plugins,qw(... RT::Extension::ExtractCustomFieldValues));
>> >
>> > into my site config, apache won't start up and complains it cannot find
>> the
>> > ExtractCustomFieldValues.pm
>> >
>> > I searched the lists, and some have said the path to the pm is not in the
>> > @INC environment variable and to move the .pm to a place that is. ?In the
>> > error it lists the @INC variable, and /opt/rt3/local/lib or /opt/rt3/lib
>> > exist in it
>>
>> In 3.8 @INC should be
>>
>> rt3/local/lib
>> rt3/local/plugins/X/lib
>> rt3/local/plugins/Y/lib
>> rt3/local/plugins/Z/lib
>> rt3/lib
>>
>> If you have set @Plugins to (X Y Z) in the config, but ...
>>
>> * ..., but only some plugins' paths are in the @INC - check config for
>> double Set(@Plugins, ...)
>> * ..., but only some plugins' paths are in the @INC - check above and
>> check permissions on dirs
>> * ..., but none of rt3/local/plugins/.../lib is in the @INC - check
>> above, may be you have earlier 3.8.x release with a bug, upgrade to
>> the latest
>>
>> > , so I attempted to move the .pm in question to one of those
>> > areas with no luck...
>> > Strikes me as odd that I'd have to move this considering I've installed 2
>> > other extensions prior to this one that fired up with out any issues...
>>
>> 100% there is no need in moving files around. Pretty good chances to
>> break things further or complicate future upgrades.
>>
>> > Anyone give me a few steps to troubleshoot or try out?
>> >
>> > Thanks!
>> > Mike.
>>
>> --
>> Best regards, Ruslan.
>>
>
>
>
> --
> Mike Johnson
> Datatel Programmer/Analyst
> Northern Ontario School of Medicine
> 955 Oliver Road
> Thunder Bay, ON ? P7B 5E1
> Phone: (807) 766-7331
> Email: mike.johnson at nosm.ca
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>
> ------------------------------
>



-- 
Joe Vermeulen
Lakehead University Desktop Support
Technology Services Centre
Phone: 807-346-7778
Site:? helpdesk.lakeheadu.ca


From falcone at bestpractical.com  Wed Apr 20 12:10:32 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 20 Apr 2011 12:10:32 -0400
Subject: [rt-users] Problem with RTx-Shredder and local hacks
 post-3.8.10 upgrade
In-Reply-To: <4DAEFC1B.3060701@divms.uiowa.edu>
References: <4DAEFC1B.3060701@divms.uiowa.edu>
Message-ID: <20110420161032.GF725@jibsheet.com>

On Wed, Apr 20, 2011 at 10:30:35AM -0500, Karl Boyken wrote:
> Since upgrading to 3.8.10 from 3.8.9, rt-shredder returns:

what command are you running to generate that?

> Couldn't find plugin 'Tickets'
> Plugins list:
> 	Objects
> 	Users
> 	Attachments
> 	Summary
> 	Tickets
> 	SQLDump
> 
> Also, it appears that some local hacks we've installed under
> rt-root/local (User_Overlay and Auth) no longer are being executed.

User_Overlay.pm would clobber the internal RT's User_Overlay.pm
Local hacks really want to live in User_Local.pm

-kevin

> We're running RT on RedHat Enterprise Server 5.6, Perl 5.12.3 (a
> stand-alone install, not system-installed Perl), and MySQL 5.0.77.
> 
> Karl Boyken
> 
> -- 
> Karl Boyken, system administrator karl-boyken at uiowa.edu
> 303A MLH, Dept. of Comp. Sci. http://www.cs.uiowa.edu/~boyken/
> The U. of Iowa, Iowa City, IA  52242   319-335-2730 (voice)
> 319-335-3668 (fax)
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From falcone at bestpractical.com  Wed Apr 20 12:11:13 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 20 Apr 2011 12:11:13 -0400
Subject: [rt-users] AutoCloseOnNagiosRecoveryMessage
In-Reply-To: <4DAF034C.7000703@sgul.ac.uk>
References: <4DA862FE.1020804@sgul.ac.uk> <4DA86506.7030804@bestpractical.com>
	<20110415162534.GD58388@jibsheet.com> <4DAD6FC0.2030000@sgul.ac.uk>
	<20110420155619.GE725@jibsheet.com> <4DAF034C.7000703@sgul.ac.uk>
Message-ID: <20110420161113.GG725@jibsheet.com>

On Wed, Apr 20, 2011 at 05:01:16PM +0100, Giuseppe Sollazzo wrote:
> On 20/04/11 16:56, Kevin Falcone wrote:
> >On Tue, Apr 19, 2011 at 12:19:28PM +0100, Giuseppe Sollazzo wrote:
> >>thanks for the advise - I'll try this one although I'm wondering if
> >>it's stable enough?
> >I'm not sure why it would be unstable?
> 
> Release number "0.05" is generally not a hint of extreme stability ;-)

There are plenty of RT extensions that are stable with lower version
numbers than .05

-kevin
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From gsollazz at sgul.ac.uk  Wed Apr 20 12:15:02 2011
From: gsollazz at sgul.ac.uk (Giuseppe Sollazzo)
Date: Wed, 20 Apr 2011 17:15:02 +0100
Subject: [rt-users] AutoCloseOnNagiosRecoveryMessage
In-Reply-To: <20110420161113.GG725@jibsheet.com>
References: <4DA862FE.1020804@sgul.ac.uk> <4DA86506.7030804@bestpractical.com>
	<20110415162534.GD58388@jibsheet.com> <4DAD6FC0.2030000@sgul.ac.uk>
	<20110420155619.GE725@jibsheet.com> <4DAF034C.7000703@sgul.ac.uk>
	<20110420161113.GG725@jibsheet.com>
Message-ID: <4DAF0686.8040702@sgul.ac.uk>

That's good to know.

Thanks,
Giuseppe

On 20/04/11 17:11, Kevin Falcone wrote:
> There are plenty of RT extensions that are stable with lower version
> numbers than .05
>
> -kevin


-- 
____________________________________

Giuseppe Sollazzo
Senior Systems Analyst
Computing Services
Information Services
St. George's, University Of London
Cranmer Terrace
London SW17 0RE

Email: gsollazz at sgul.ac.uk
Direct Dial: +44 20 8725 5160
Fax: +44 20 8725 3583




From gerard at eve-team.com  Wed Apr 20 12:23:26 2011
From: gerard at eve-team.com (Gerard FENELON)
Date: Wed, 20 Apr 2011 18:23:26 +0200
Subject: [rt-users] Scrip IsApplicable 298 died. - Can't call method
 "Type" on an undefined value
In-Reply-To: <BANLkTi=UZZSMsFPxNaVW5UEFnN3PnGk+OQ@mail.gmail.com>
References: <4DA848E1.90809@eve-team.com>
	<BANLkTi=UZZSMsFPxNaVW5UEFnN3PnGk+OQ@mail.gmail.com>
Message-ID: <4DAF087E.9090405@eve-team.com>

Hi Ruslan

Thanks for the explanation but I don't think I know where to take from here.
First I am confused by the fact that you talking of destroyed tickets
but it seemed to me that my problem was disappearing transactions.
Anyway I don't destroy anything knowingly, tickets or transactions inmy 
scrips/cron destroy anything knowingly.

My crons are rt-remind on Sunday and Dashboards every hour on the hour.
The errors occur anytime during the week and in the example I sent it is 
date 48 minutes after the hour.

I don't know whether it is relevant, but I did notice that some of my 
scrips appeared
to take a long time to process :
Most of my scrips put a line in the var/log/rt.log and some of those 
lines appear out of order.

Gerard


On 2011-04-16 00:37, Ruslan Zakirov wrote:
> Hi,
>
> In a few words: "a script didn't destroy some tickets in time and now
> it's too late to apply batch stage scrips, they just die".
>
> In details. You have a scrip in TransactionBatch stage. You have a
> script you run from command line/cron. Scrips in batch stage are
> applied when ticket's object is destroyed. Your script changes
> ticket(s), however it doesn't destroy object(s) early enough. So batch
> stage delayed untill global destruction. During global destruction
> code dies as some required objects are destroyed already.
>
> On Fri, Apr 15, 2011 at 5:32 PM, Gerard FENELON<gerard at eve-team.com>  wrote:
>> Hi
>>
>> I am using RT 3.8.8.
>>  From time to time, I see the following errors in rt.log
>>
>> [Fri Apr 15 07:48:06 2011] [info]: Successful login for xxxxx from
>> 00.000.000.00 (/opt/rt3/bin/../lib/RT/Interface/Web.pm:430)
>> [Fri Apr 15 07:48:42 2011] [error]: Scrip IsApplicable 298 died. - Can't
>> call method "Type" on an undefined value at
>> /opt/rt3/bin/../lib/RT/Scrip_Overlay.pm line 399 during global destruction.
>> (/opt/rt3/bin/../lib/RT/Scrip_Overlay.pm:417)
>> [Fri Apr 15 07:48:42 2011] [error]: Scrip IsApplicable 290 died. - Can't
>> call method "Type" on an undefined value at
>> /opt/rt3/bin/../lib/RT/Scrip_Overlay.pm line 399 during global destruction.
>> (/opt/rt3/bin/../lib/RT/Scrip_Overlay.pm:417)
>> [Fri Apr 15 07:48:42 2011] [error]: Scrip IsApplicable 205 died. - Can't
>> call method "Type" on an undefined value at
>> /opt/rt3/bin/../lib/RT/Scrip_Overlay.pm line 399 during global destruction.
>> (/opt/rt3/bin/../lib/RT/Scrip_Overlay.pm:417)
>> [Fri Apr 15 07:48:42 2011] [error]: Scrip IsApplicable 282 died. - Can't
>> call method "Type" on an undefined value at
>> /opt/rt3/bin/../lib/RT/Scrip_Overlay.pm line 399 during global destruction.
>> (/opt/rt3/bin/../lib/RT/Scrip_Overlay.pm:417)
>> [Fri Apr 15 07:48:42 2011] [error]: Scrip IsApplicable 200 died. - Can't
>> call method "Type" on an undefined value at
>> /opt/rt3/bin/../lib/RT/Scrip_Overlay.pm line 399 during global destruction.
>> (/opt/rt3/bin/../lib/RT/Scrip_Overlay.pm:417)
>> [Fri Apr 15 07:48:42 2011] [error]: Scrip IsApplicable 187 died. - Can't
>> call method "Type" on an undefined value at
>> /opt/rt3/bin/../lib/RT/Scrip_Overlay.pm line 399 during global destruction.
>> (/opt/rt3/bin/../lib/RT/Scrip_Overlay.pm:417)
>> [Fri Apr 15 07:48:42 2011] [error]: Scrip IsApplicable 178 died. - Can't
>> call method "Type" on an undefined value at
>> /opt/rt3/bin/../lib/RT/Scrip_Overlay.pm line 399 during global destruction.
>> (/opt/rt3/bin/../lib/RT/Scrip_Overlay.pm:417)
>> [Fri Apr 15 07:48:42 2011] [error]: Scrip IsApplicable 168 died. - Can't
>> call method "Type" on an undefined value at
>> /opt/rt3/bin/../lib/RT/Scrip_Overlay.pm line 399 during global destruction.
>> (/opt/rt3/bin/../lib/RT/Scrip_Overlay.pm:417)
>> [Fri Apr 15 07:48:54 2011] [info]: Successful login for yyyyy from
>> 00.000.000.00 (/opt/rt3/bin/../lib/RT/Interface/Web.pm:430)
>>
>> All these scripts have in common that they are Stage=TransactionBatch
>>
>> If I look inside Scrip_Overlay.pm, I see
>> 397         foreach my $TransactionObj ( @Transactions ) {
>> 398             # in TxnBatch stage we can select scrips that are not
>> applicable to all txns
>> 399             my $txn_type = $TransactionObj->Type;
>>
>> so it looks as if I have an undefined value in @Transactions !?!?
>>
>> I log all transactions in rt.log and I have not been able to find any
>> triggering condition.
>>
>> Does anyone understand what is happening ?
>> How do I start debugging this ?
>>
>> Thanks
>> Gerard
>>
>>
>
>

-- 
Gerard FENELON              Corporate Support
                             Emulation&  Verification Engineering
                             2 bis, voie La Cardon
phone: +33 1 6453 2734      Parc Gutenberg
fax:   +33 1 6453 2740      91120 Palaiseau
http://www.eve-team.com     FRANCE



From eguzman at cvimellesgriot.com  Wed Apr 20 12:42:27 2011
From: eguzman at cvimellesgriot.com (Eli Guzman)
Date: Wed, 20 Apr 2011 10:42:27 -0600
Subject: [rt-users] Is a time zone user preference available?
Message-ID: <FFF4607FCF6D774C9B4B44B062753423030855E0@abqex2.cvi-mg.com>

I have searched for some threads on this question, but most date back
quite a while:

http://lists.fsck.com/pipermail/rt-users/2003-September/017079.html
http://lists.fsck.com/pipermail/rt-users/2003-June/014639.html
http://www.gossamer-threads.com/lists/rt/users/94253
http://lists.bestpractical.com/pipermail/rt-users/2004-January/019992.ht
ml
 
But maybe I am missing something, so I thought I would ask and see if
there has been any patches/RT modules that have been released dealing
with users that are on different time zones. 

Currently we primarily have users in the US, and in the UK (not
forgetting to mention some in the Netherlands, Germany, and France, and
soon probably Asia as well). Some sites have independent IT support (so
a localized instance of RT may suit the bill for some of these remote
sites). However, it would be very useful to have a method of expressing
the local time zone for users of a specific given region. 

How do most of you handle users in different time zones? Is it perhaps:

- Creating multiple RT instances
- Creating a fork of a given file/library (maybe dealing with UTC
manipulation in some form or another)
- External Module (I have looked via the GitHub code repository
https://github.com/bestpractical/, but have not found anything there
dealing with this issue directly)
- Time Offset via a Scrip

One of the threads above is performing a similar function via an RT
scrip, and I am thinking we could very likely do the same; I was just
wondering if there was something a bit more native to the application
itself (as in say via a user set preference options, perhaps similar to
the "locale" setting for the 'date format' option).

Any insight would be helpful.
 
Thanks,
Eli 


From trs at bestpractical.com  Wed Apr 20 12:44:04 2011
From: trs at bestpractical.com (Thomas Sibley)
Date: Wed, 20 Apr 2011 12:44:04 -0400
Subject: [rt-users] Is a time zone user preference available?
In-Reply-To: <FFF4607FCF6D774C9B4B44B062753423030855E0@abqex2.cvi-mg.com>
References: <FFF4607FCF6D774C9B4B44B062753423030855E0@abqex2.cvi-mg.com>
Message-ID: <4DAF0D54.1060808@bestpractical.com>

There's no need for elaborate schemes. Timezone, along with language, is
on the user About Me page.

Thomas


From eguzman at cvimellesgriot.com  Wed Apr 20 12:47:52 2011
From: eguzman at cvimellesgriot.com (Eli Guzman)
Date: Wed, 20 Apr 2011 10:47:52 -0600
Subject: [rt-users] Is a time zone user preference available?
In-Reply-To: <4DAF0D54.1060808@bestpractical.com>
References: <FFF4607FCF6D774C9B4B44B062753423030855E0@abqex2.cvi-mg.com>
	<4DAF0D54.1060808@bestpractical.com>
Message-ID: <FFF4607FCF6D774C9B4B44B062753423030855EB@abqex2.cvi-mg.com>

----Original Message----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Thomas
Sibley Sent: Wednesday, April 20, 2011 10:44 AM To:
rt-users at lists.bestpractical.com Subject: Re: [rt-users] Is a time zone
user preference available? 

> There's no need for elaborate schemes. Timezone, along with language,
> is on the user About Me page. 
> 
> Thomas

Hey Thomas,

Thanks a bunch, somehow I missed that ;).

Eli


From luciano at cpd.ufrgs.br  Wed Apr 20 14:45:37 2011
From: luciano at cpd.ufrgs.br (Luciano Silva)
Date: Wed, 20 Apr 2011 15:45:37 -0300
Subject: [rt-users] Users Handbook
In-Reply-To: <BANLkTinn5Atr=rof1Y8MMMgDKrnPswJdgQ@mail.gmail.com>
References: <db2f0a52213bdb2b618166b3745f53eb.squirrel@mail.seiner.com>
	<BANLkTinXWxof4LVL7gWmpOZioz4Z7y7OCw@mail.gmail.com>
	<892593C9CA8E25458C440A63DDC6774D01489AD8@DG-HEXMBX02.daisy.group>
	<BANLkTimavY8f0_K2=jxR=bmWd41uroimZg@mail.gmail.com>
	<BANLkTi=bQ8Mg+05+WzpuG-mtxbsTAizAZA@mail.gmail.com>
	<435CB3214F92FD4E8E5CEEB86A20440240FB59E12A@MAILBOX.tbcnet.biltmore.com>
	<BANLkTinn5Atr=rof1Y8MMMgDKrnPswJdgQ@mail.gmail.com>
Message-ID: <1303325137.7687.1002.camel@luciano-dss>

Hi Kenn,

Can I have a copy too?

Thanks.

-- 

Luciano Silva
luciano at cpd.ufrgs.br




-----Original Message-----
From: Kenneth Crocker <kfcrocker at lbl.gov>
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Users Handbook
Date: Tue, 19 Apr 2011 14:09:56 -0700

Jason, Miachael, Yan, Kevin, Raed, Tyler & Drew,

I will certainly mail each of you a copy of both the User's Guide as
well as the Queue Admin Guide. You must keep in mind that this
documentation is tailored towards the way we do things here at LBNL. We
have over 100 Queues that are used to support Application
Projects/Systems/Support. In most cases, we have a WorkFlow process that
includes Review & Approval of requests before being moved to the support
Queue as well as QA procedures that allow for separate approval of QA
test results (by another team or the requestors, etc) before migration
to production & Resolution. That means I the documentation will be
referring to Ticket Status values we added, Custom Fields & Scrips
created for these processes.

As long as you guys plan to rip out what you don't need, it can be
useful as a baseline of instruction on understanding terminology,
privileges, notification scrips, searching & reporting (including
dashboards), and on.

I hope it will be useful for you.

I'll be sending them out in a couple of hours.

Kenn
LBNL

On Tue, Apr 19, 2011 at 1:40 PM, Jason Ledford <jledford at biltmore.com>
wrote:
        Can I get a copy?
        
         
        
        From: rt-users-bounces at lists.bestpractical.com
        [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of
        Kenneth Crocker
        
        
        
        Sent: Tuesday, April 19, 2011 3:15 PM
        
        
        To: rt-users at lists.bestpractical.com
        Subject: Re: [rt-users] Users Handbook
        
         
        
        Raed & Kevin,
        
        I'll have to send these to your individual email address as the
        User's list will stop it cause the attachments are so large.
        
        Kenn
        LBNL
        
        
        On Tue, Apr 19, 2011 at 9:48 AM, Kenneth Crocker
        <kfcrocker at lbl.gov> wrote:
        
        Raed,
        
        Absolutely! Right now I'm prepping it to remove any company info
        that shouldn't go out. Both Guides should be ready by EOD.
        
        BTW, the guides are based on 3.8.7, including screen shots, etc.
        
        Kenn
        LBNL
        
        
         
        
        
        On Tue, Apr 19, 2011 at 9:33 AM, Raed El-Hames
        <Raed.El-Hames at daisygroupplc.com> wrote:
        
        
        Hello Kenn:
        
         
        
        Ist possible you can share your Users Guide , I?ve been planning
        to make one for my users in here for a while, but other work
        keep cropping up, and any help starting this will be useful. 
        
         
        
        Regards;
        
        Roy
        
         
        
        
        From: rt-users-bounces at lists.bestpractical.com
        [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of
        Kenneth Crocker
        Sent: 19 April 2011 00:12
        To: rt-users at lists.bestpractical.com
        Subject: Re: [rt-users] Users Handbook
        
        
         
        
        Yan,
        
        I developed some guides for our user's. It has a Glossary of
        terms and references tp Privileges (the Admin guide). However,
        it refers to workflow functions and scrip that we developed that
        might not be in sync with what you do. This is what the TOC for
        the User's Guide looks like:
        
        1: Introduction. - 1 -
        
        2: Administration. - 5 -
        
        3: Logging In. - 7 -
        
        4: Home Page. - 8 -
        
        5: Tickets Interface. - 14 -
        
        6: Common Tasks. - 26 -
        
            Searching, Reporting & Dashboards: - 26 -
        
            Create a Ticket: - 26 -
        
            Correspondence with a Ticket: - 26 -
        
        7: Ticket Owner Tasks. - 27 -
        
            Updating Multiple Tickets (Bulk Update): - 28 -
        
            Initiating the Review Process: - 31 -
        
            Updating the Development Progress of an ?Open? Ticket: - 32
        -
        
            Managing Ticket Relationships: - 35 -
        
            Initiating the QA WorkFlow Process: - 35 -
        
            Resolving a Ticket: - 35 -
        
        8: Email Interface. - 36 -
        
        9: Support - 38 -
        
        Appendix A: Glossary of Terms  - 39 -
        
        This is what the TOC for the Queue Admin Guide looks like:
        
        1: Introduction. - 1 -
        
        2: System Administration Requests. - 2 -
        
            Request a New Queue: - 2 -
        
            Request a New Group: - 4 -
        
            Request a New Custom Field: - 6 -
        
            Set up Notifications: - 7 -
        
        3: Queue Administration. - 8 -
        
            Adding Members to a Group: - 8 -
        
            Configure Group Rights/Privileges: - 11 -
        
            Sample Instructions to Setup Access Rights for a Queue: - 11
        -
        
            Apply a Custom Field to a Queue: - 17 -
        
            Project Management: - 22 -
        
            Calendar View of Tickets: - 22 -
        
            Dashboards for Systematic Reporting: - 22 -
        
            Initiating the Review Process: - 22 -
        
            Initiating the QA WorkFlow Process: - 22 -
        
            Resolving a Ticket: - 22 -
        
        4: Support - 23 -
        
        Appendix A: Glossary of Terms. - 24 -
        
        Appendix B: Rights and Privileges  - 25 -
        
        I also have a System Admin Guide but I'm sure you aren't
        interested in that. Let me know.
        
        Kenn
        LBNL
        
        
        On Mon, Apr 18, 2011 at 2:22 PM, Yan Seiner <yan at seiner.com>
        wrote:
        
        Is there a Users Handbook available?  I will be deploying RT as
        a pilot
        project and would like to have some materials for the users to
        refer to.
        
        --Yan
        
        
        --
        If you have eight hours to chop down a tree
        spend six sharpening your axe.
        --Abraham Lincoln
        
        
        
         
        
        
        
         
        
        
        
         
        
        

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From mike.johnson at nosm.ca  Wed Apr 20 14:50:41 2011
From: mike.johnson at nosm.ca (Mike Johnson)
Date: Wed, 20 Apr 2011 14:50:41 -0400
Subject: [rt-users] can't locate XXX
In-Reply-To: <20110420153858.GC725@jibsheet.com>
References: <BANLkTinfEiSzAa+zJCuAC+jeVg+Ts1PVRg@mail.gmail.com>
	<BANLkTi=4k4pExkSBCo=xVAu4n6RjCQi0BQ@mail.gmail.com>
	<BANLkTikXjzrYJF=3U+kW7Z+G9KU294dOqg@mail.gmail.com>
	<20110420153858.GC725@jibsheet.com>
Message-ID: <BANLkTi=338ecJm+83dmbb3shDwCXpvQo6Q@mail.gmail.com>

Ok bare with the long email!

Yes, I have a literal ... It's quite amazing how far you can get with an RT
setup based on wiki pages and rt-users listserv history without actually
knowing ANY Perl what so ever :D I have ExternalAuth and RT-FM setup as
other plugins... and all I did with those was follow step by step on the
wiki pages/READMEs.  For both, I copied and pasted the "Set" line for the
RT_SiteConfig.pm directly from there.  So being 100% honest, I never thought
of what it is or how it's works, just that the README or wiki told me it was
required.

Once Ruslan pointed to that line being a potential problem, I realized
RTFM wasn't ACTUALLY working... only the RTFM data was there, the
functionality wasn't working. I attempted to search for more information on
what that line is actually doing, but all I found was the wiki page
mentioned in the previous email. Which on that page specifically states you
can't have 2 @Plugin sets... that's why RTFM wasn't working...

Now with that knowledge, I understand my config line should read

Set(@Plugins,qw(
          RT::Authen::ExternalAuth
          RT:Extension::ExtractCustomFieldValues
));


The original information from Ruslan makes more sense now. I have corrected
that, and the new error is back to the Can't locate the .pm in @INC.

So now, what I believe that error is telling me is

 ...RT:Extension::ExtractCustomFieldValues

is an abstractual definition of where the ExtractCustomFieldValues.pm is
located within one of the paths of the @INC variable.

Taking the working ExternalAuth plugin string, which is
'RT::Authen::ExternalAuth', I understand that  RT::Authen equates to
RT/Authen and ExternalAuth is the .pm

That means, as long as @INC has the path before RT/Authen/ExternalAuth.pm
we're good!

What I don't understand now is how @INC gets
/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib

I could do a hack, and get it to work with the knowledge I have built now,
but I'm looking for the RIGHT way to do it.

How do I tell get /opt/rt3/local/plugins/ExtractCustomFieldValues in @INC?

And providing I can do the above, the way the tgz file untar's, the .pm file
is in that directory, so my Set @Plugins line would look like

Set(@Plugins,qw(CustomFieldValues RT:Authen:ExternalAuth));


Sorry for the long email, but I wanted to ensure my assumptions are correct
all the way through the troubleshooting logic I've used.


Thanks!
Mike.

On Wed, Apr 20, 2011 at 11:38 AM, Kevin Falcone
<falcone at bestpractical.com>wrote:

> On Wed, Apr 20, 2011 at 08:45:44AM -0400, Mike Johnson wrote:
> > The Set(@Plugins line was the problem... I had a spelling mistake.
> >
> > Now I'm seeing a different error
> >
> > [Wed Apr 20 08:20:25 2011] [error] Can't call method "require" without a
> > package or object reference at /opt/rt3/bin/../lib/RT.pm line
> > 670.\nCompilation failed in require at (eval 2) line 1.\n
> > [Wed Apr 20 08:20:25 2011] [error] Can't load Perl file: /opt/rt3/bin/
> > webmux.pl for server myserver.mydomain.com:0, exiting...
>
> This implies you have some junk in your @Plugins, what else are you
> loading?
>
> > Set(@Plugins,qw(... RT::Extension::ExtractCustomFieldValues));
>
> Do you have a literal ... in there?
>
> Also, normally I recommend the README in an extension over something
> in the wiki which may be unfortunately out of date (since engineers
> tend to update the closest docs)
>
> When installing, did you run all the steps?  Install and initdb (but
> only once).
>
> -kevin
>
> > By looking at the code in RT.pm, and my very limited Perl knowledge... it
> > seems when it's reading through trying to find all the Plugins defined in
> > the RT_SiteConfig.pm it hiccups on the newly corrected Set(@Plugins...);
> > line for ExtractCustomFieldValues.
> >
> > My Set line is as follows:
> >
> > Set(@Plugins,qw(... RT::Extension::ExtractCustomFieldValues));
> >
> > As indicated on the wiki page for ExtractCustomFieldValues.
> >
> > I'm trying to figure out exactly what the Set(@Plugins line means(till
> now,
> > I've simply used what was posted on the wiki, without understanding what
> > each piece of the config line actually means...) but I'm having a hard
> time
> > googling/searching wiki or rt-users for that information.
> >
> > This page http://requesttracker.wikia.com/wiki/SiteConfig tells you a
> little
> > bit of the Plugins line, but doesn't define what it means.  I'm assuming
> I'd
> > inherently know this if I knew more about Perl itself...
> >
> >
> >
> > On Wed, Apr 20, 2011 at 1:17 AM, Ruslan Zakirov <ruz at bestpractical.com
> >wrote:
> >
> > > On Tue, Apr 19, 2011 at 9:29 PM, Mike Johnson <mike.johnson at nosm.ca>
> > > wrote:
> > > > When the apache error_log shows an error stating it can't locate a
> given
> > > .pm
> > > > file in @INC what are my steps to resolve this?
> > > >
> > > > Specifically, when I insert the line
> > > >
> > > > Set(@Plugins,qw(... RT::Extension::ExtractCustomFieldValues));
> > > >
> > > > into my site config, apache won't start up and complains it cannot
> find
> > > the
> > > > ExtractCustomFieldValues.pm
> > > >
> > > > I searched the lists, and some have said the path to the pm is not in
> the
> > > > @INC environment variable and to move the .pm to a place that is.  In
> the
> > > > error it lists the @INC variable, and /opt/rt3/local/lib or
> /opt/rt3/lib
> > > > exist in it
> > >
> > > In 3.8 @INC should be
> > >
> > > rt3/local/lib
> > > rt3/local/plugins/X/lib
> > > rt3/local/plugins/Y/lib
> > > rt3/local/plugins/Z/lib
> > > rt3/lib
> > >
> > > If you have set @Plugins to (X Y Z) in the config, but ...
> > >
> > > * ..., but only some plugins' paths are in the @INC - check config for
> > > double Set(@Plugins, ...)
> > > * ..., but only some plugins' paths are in the @INC - check above and
> > > check permissions on dirs
> > > * ..., but none of rt3/local/plugins/.../lib is in the @INC - check
> > > above, may be you have earlier 3.8.x release with a bug, upgrade to
> > > the latest
> > >
> > > > , so I attempted to move the .pm in question to one of those
> > > > areas with no luck...
> > > > Strikes me as odd that I'd have to move this considering I've
> installed 2
> > > > other extensions prior to this one that fired up with out any
> issues...
> > >
> > > 100% there is no need in moving files around. Pretty good chances to
> > > break things further or complicate future upgrades.
> > >
> > > > Anyone give me a few steps to troubleshoot or try out?
> > > >
> > > > Thanks!
> > > > Mike.
> > >
> > > --
> > > Best regards, Ruslan.
> > >
> >
> >
> >
> > --
> > 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
>
>


-- 
Mike Johnson
Datatel Programmer/Analyst
Northern Ontario School of Medicine
955 Oliver Road
Thunder Bay, ON   P7B 5E1
Phone: (807) 766-7331
Email: mike.johnson at nosm.ca
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From falcone at bestpractical.com  Wed Apr 20 15:19:32 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 20 Apr 2011 15:19:32 -0400
Subject: [rt-users] can't locate XXX
In-Reply-To: <BANLkTi=338ecJm+83dmbb3shDwCXpvQo6Q@mail.gmail.com>
References: <BANLkTinfEiSzAa+zJCuAC+jeVg+Ts1PVRg@mail.gmail.com>
	<BANLkTi=4k4pExkSBCo=xVAu4n6RjCQi0BQ@mail.gmail.com>
	<BANLkTikXjzrYJF=3U+kW7Z+G9KU294dOqg@mail.gmail.com>
	<20110420153858.GC725@jibsheet.com>
	<BANLkTi=338ecJm+83dmbb3shDwCXpvQo6Q@mail.gmail.com>
Message-ID: <20110420191932.GH725@jibsheet.com>

On Wed, Apr 20, 2011 at 02:50:41PM -0400, Mike Johnson wrote:
> Now with that knowledge, I understand my config line should read
> 
> Set(@Plugins,qw(
>           RT::Authen::ExternalAuth
>           RT:Extension::ExtractCustomFieldValues
> ));

That looks correct

> 
> What I don't understand now is how @INC gets
> /opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib

Because that is where RT expects plugins to live,
local/plugin/Plugin-Name/
which logically separates the code for each plugin

> I could do a hack, and get it to work with the knowledge I have built now,
> but I'm looking for the RIGHT way to do it.
> 
> How do I tell get /opt/rt3/local/plugins/ExtractCustomFieldValues in @INC?

how did it end up there, that isn't the directory structure for RT
plugins.

> And providing I can do the above, the way the tgz file untar's, the .pm file
> is in that directory, so my Set @Plugins line would look like
> 
> Set(@Plugins,qw(CustomFieldValues RT:Authen:ExternalAuth));

No, this is incorrect

How did you install RT-Extension-ExtractCustomFieldValues
I believe you missed a step from the README included with the
extension.

Please note, you do not ever just untar an extension into /opt/rt3
You untar it into your home or a source directory and follow the
directions in the README which will ensure that it is placed into the
proper location for RT.

-kevin
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From eguzman at cvimellesgriot.com  Wed Apr 20 15:25:41 2011
From: eguzman at cvimellesgriot.com (Eli Guzman)
Date: Wed, 20 Apr 2011 13:25:41 -0600
Subject: [rt-users] Is a time zone user preference available?
In-Reply-To: <FFF4607FCF6D774C9B4B44B062753423030855EB@abqex2.cvi-mg.com>
References: <FFF4607FCF6D774C9B4B44B062753423030855E0@abqex2.cvi-mg.com><4DAF0D54.1060808@bestpractical.com>
	<FFF4607FCF6D774C9B4B44B062753423030855EB@abqex2.cvi-mg.com>
Message-ID: <FFF4607FCF6D774C9B4B44B062753423030856E7@abqex2.cvi-mg.com>

----Original Message----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Eli
Guzman Sent: Wednesday, April 20, 2011 10:48 AM To: Thomas Sibley;
rt-users at lists.bestpractical.com Subject: Re: [rt-users] Is a time zone
user preference available? 

> ----Original Message----
> From: rt-users-bounces at lists.bestpractical.com
> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Thomas
> Sibley Sent: Wednesday, April 20, 2011 10:44 AM To:
> rt-users at lists.bestpractical.com Subject: Re: [rt-users] Is a time
> zone user preference available?  
> 
>> There's no need for elaborate schemes. Timezone, along with
>> language, is on the user About Me page. 
>> 
>> Thomas
> 
> Hey Thomas,
> 
> Thanks a bunch, somehow I missed that ;).
> 
> Eli

Not sure how common this issue is, but I have changed the 'About Me'
timezone preferences, however the change isn't reflected on the
interface. See images below:

http://min.us/mDnN4uxnfqIBg#1

I had the $Timezone variable in RT_SiteConfig.pm set to the following:
Set($Timezone , 'US/Mountain'); but I commented this out (restarted
httpd services)to see if there was any change to the interface, but
nothing so far. Time is being synched via NTPD/system clock is not
currently set to UTC/and system TZ is set to Denver TZ (-0700 GMT).
Could I be missing something obvious here?

Thanks for any insights!

Regards,
Eli


From smcclure at rice.edu  Wed Apr 20 15:28:31 2011
From: smcclure at rice.edu (Susan McClure)
Date: Wed, 20 Apr 2011 14:28:31 -0500
Subject: [rt-users] Users Handbook
Message-ID: <4DAF33DF.4000606@rice.edu>

Kenn

Make me a "me three" for the Handbook as well. Thanks !


Susie


From eguzman at cvimellesgriot.com  Wed Apr 20 15:28:45 2011
From: eguzman at cvimellesgriot.com (Eli Guzman)
Date: Wed, 20 Apr 2011 13:28:45 -0600
Subject: [rt-users] Users Handbook
In-Reply-To: <1303325137.7687.1002.camel@luciano-dss>
References: <db2f0a52213bdb2b618166b3745f53eb.squirrel@mail.seiner.com><BANLkTinXWxof4LVL7gWmpOZioz4Z7y7OCw@mail.gmail.com><892593C9CA8E25458C440A63DDC6774D01489AD8@DG-HEXMBX02.daisy.group><BANLkTimavY8f0_K2=jxR=bmWd41uroimZg@mail.gmail.com><BANLkTi=bQ8Mg+05+WzpuG-mtxbsTAizAZA@mail.gmail.com><435CB3214F92FD4E8E5CEEB86A20440240FB59E12A@MAILBOX.tbcnet.biltmore.com><BANLkTinn5Atr=rof1Y8MMMgDKrnPswJdgQ@mail.gmail.com>
	<1303325137.7687.1002.camel@luciano-dss>
Message-ID: <FFF4607FCF6D774C9B4B44B062753423030856F1@abqex2.cvi-mg.com>

----Original Message----
From: Kenneth Crocker <kfcrocker at lbl.gov
<mailto:Kenneth%20Crocker%20%3ckfcrocker at lbl.gov%3e> > To:
rt-users at lists.bestpractical.com Subject: Re: [rt-users] Users Handbook
Date: Tue, 19 Apr 2011 14:09:56 -0700

> Jason, Miachael, Yan, Kevin, Raed, Tyler & Drew,
> 
> I will certainly mail each of you a copy of both the User's Guide as
> well as the Queue Admin Guide. You must keep in mind that this
> documentation is tailored towards the way we do things here at LBNL.
> We have over 100 Queues that are used to support Application
> Projects/Systems/Support. In most cases, we have a WorkFlow process
> that includes Review & Approval of requests before being moved to the
> support Queue as well as QA procedures that allow for separate
> approval of QA test results (by another team or the requestors, etc)
> before migration to production & Resolution. That means I the
> documentation will be referring to Ticket Status values we added,
> Custom Fields & Scrips created for these processes.          
> 
> As long as you guys plan to rip out what you don't need, it can be
> useful as a baseline of instruction on understanding terminology,
> privileges, notification scrips, searching & reporting (including
> dashboards), and on.   
> 
> I hope it will be useful for you.
> 
> I'll be sending them out in a couple of hours.
> 
> Kenn
> LBNL
> 
> On Tue, Apr 19, 2011 at 1:40 PM, Jason Ledford
> <jledford at biltmore.com> wrote: 
> 
> 	Can I get a copy?
> 
> 
> 
> 	From: rt-users-bounces at lists.bestpractical.com
> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of
> Kenneth Crocker  
> 
> 
> 
> 
> 	Sent: Tuesday, April 19, 2011 3:15 PM
> 
> 
> 
> 
> 	To: rt-users at lists.bestpractical.com
> 	Subject: Re: [rt-users] Users Handbook
> 
> 
> 
> 
> 	Raed & Kevin,
> 
> 	I'll have to send these to your individual email address as the
> User's list will stop it cause the attachments are so large. 
> 
> 	Kenn
> 	LBNL
> 
> 
> 
> 	On Tue, Apr 19, 2011 at 9:48 AM, Kenneth Crocker
<kfcrocker at lbl.gov>
> wrote: 
> 
> 	Raed,
> 
> 	Absolutely! Right now I'm prepping it to remove any company info
> that shouldn't go out. Both Guides should be ready by EOD. 
> 
> 	BTW, the guides are based on 3.8.7, including screen shots, etc.
> 
> 	Kenn
> 	LBNL
> 
> 
> 
> 
> 
> 
> 
> 	On Tue, Apr 19, 2011 at 9:33 AM, Raed El-Hames
> <Raed.El-Hames at daisygroupplc.com> wrote: 
> 
> 
> 
> 	Hello Kenn:
> 
> 
> 
> 	Ist possible you can share your Users Guide , I've been planning
to
> make one for my users in here for a while, but other work keep
> cropping up, and any help starting this will be useful.  
> 
> 
> 
> 	Regards;
> 
> 	Roy
> 
> 
> 
> 
> 
> 	From: rt-users-bounces at lists.bestpractical.com
> 	[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of
> 	Kenneth Crocker Sent: 19 April 2011 00:12 To:
> 	rt-users at lists.bestpractical.com Subject: Re: [rt-users] Users
> Handbook 
> 
> 
> 
> 
> 
> 
> 	Yan,
> 
> 	I developed some guides for our user's. It has a Glossary of
terms
> and references tp Privileges (the Admin guide). However, it refers to
> workflow functions and scrip that we developed that might not be in
> sync with what you do. This is what the TOC for the User's Guide
> looks like:    
> 
> 	1: Introduction. - 1 -
> 
> 	2: Administration. - 5 -
> 
> 	3: Logging In. - 7 -
> 
> 	4: Home Page. - 8 -
> 
> 	5: Tickets Interface. - 14 -
> 
> 	6: Common Tasks. - 26 -
> 
> 	    Searching, Reporting & Dashboards: - 26 -
> 
> 	    Create a Ticket: - 26 -
> 
> 	    Correspondence with a Ticket: - 26 -
> 
> 	7: Ticket Owner Tasks. - 27 -
> 
> 	    Updating Multiple Tickets (Bulk Update): - 28 -
> 
> 	    Initiating the Review Process: - 31 -
> 
> 	    Updating the Development Progress of an "Open" Ticket: - 32
-
> 
> 	    Managing Ticket Relationships: - 35 -
> 
> 	    Initiating the QA WorkFlow Process: - 35 -
> 
> 	    Resolving a Ticket: - 35 -
> 
> 	8: Email Interface. - 36 -
> 
> 	9: Support - 38 -
> 
> 	Appendix A: Glossary of Terms  - 39 -
> 
> 	This is what the TOC for the Queue Admin Guide looks like:
> 
> 	1: Introduction. - 1 -
> 
> 	2: System Administration Requests. - 2 -
> 
> 	    Request a New Queue: - 2 -
> 
> 	    Request a New Group: - 4 -
> 
> 	    Request a New Custom Field: - 6 -
> 
> 	    Set up Notifications: - 7 -
> 
> 	3: Queue Administration. - 8 -
> 
> 	    Adding Members to a Group: - 8 -
> 
> 	    Configure Group Rights/Privileges: - 11 -
> 
> 	    Sample Instructions to Setup Access Rights for a Queue: - 11
-
> 
> 	    Apply a Custom Field to a Queue: - 17 -
> 
> 	    Project Management: - 22 -
> 
> 	    Calendar View of Tickets: - 22 -
> 
> 	    Dashboards for Systematic Reporting: - 22 -
> 
> 	    Initiating the Review Process: - 22 -
> 
> 	    Initiating the QA WorkFlow Process: - 22 -
> 
> 	    Resolving a Ticket: - 22 -
> 
> 	4: Support - 23 -
> 
> 	Appendix A: Glossary of Terms. - 24 -
> 
> 	Appendix B: Rights and Privileges  - 25 -
> 
> 	I also have a System Admin Guide but I'm sure you aren't
interested
> in that. Let me know. 
> 
> 	Kenn
> 	LBNL
> 
> 
> 
> 	On Mon, Apr 18, 2011 at 2:22 PM, Yan Seiner <yan at seiner.com>
wrote:
> 
> 	Is there a Users Handbook available?  I will be deploying RT as
a
> 	pilot project and would like to have some materials for the
users to
> refer to. 
> 
> 	--Yan
> 
> 
> 	--
> 	If you have eight hours to chop down a tree
> 	spend six sharpening your axe.
> 	--Abraham Lincoln



I know this thread is getting inundated with requests, but hey can I
get a copy as well, we could certainly make good use of it. 

Regards,
Eli

________________________________

From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Luciano
Silva Sent: Wednesday, April 20, 2011 12:46 PM To: Kenneth Crocker
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Users Handbook


Hi Kenn,

Can I have a copy too?

Thanks.


-- 
Luciano Silva
luciano at cpd.ufrgs.br





From mike.johnson at nosm.ca  Wed Apr 20 15:51:57 2011
From: mike.johnson at nosm.ca (Mike Johnson)
Date: Wed, 20 Apr 2011 15:51:57 -0400
Subject: [rt-users] can't locate XXX
In-Reply-To: <20110420191932.GH725@jibsheet.com>
References: <BANLkTinfEiSzAa+zJCuAC+jeVg+Ts1PVRg@mail.gmail.com>
	<BANLkTi=4k4pExkSBCo=xVAu4n6RjCQi0BQ@mail.gmail.com>
	<BANLkTikXjzrYJF=3U+kW7Z+G9KU294dOqg@mail.gmail.com>
	<20110420153858.GC725@jibsheet.com>
	<BANLkTi=338ecJm+83dmbb3shDwCXpvQo6Q@mail.gmail.com>
	<20110420191932.GH725@jibsheet.com>
Message-ID: <BANLkTinr_mLhN89htkmjqzOCbQ5-bBbO0g@mail.gmail.com>

Ah... that opens my eyes a bit more...

> > How do I tell get /opt/rt3/local/plugins/ExtractCustomFieldValues in
> @INC?
>
> how did it end up there, that isn't the directory structure for RT
> plugins.
>
> I put it there trying to mimic how ExternalAuth worked.  I've backed it out
now and used the Makefile for it to place itself where it wants to.

It placed the ExtractCustomFieldValues.pm in

/opt/rt3/lib/RT/Action

So now my Plugin's looks like this

Set(@Plugins,qw(
        RT::Authen::ExternalAuth
        RT::Action::ExtractCustomFieldValues
));



>
> How did you install RT-Extension-ExtractCustomFieldValues
> I believe you missed a step from the README included with the
> extension.
>
> Please note, you do not ever just untar an extension into /opt/rt3
> You untar it into your home or a source directory and follow the
> directions in the README which will ensure that it is placed into the
> proper location for RT.
>
> -kevin
>
Thank you Kevin, I did not know that!

I have backed out what I did, and followed the correct method and it seems
my setup is no longer throwing errors and RT can run :D

I appreciate the responses and knowledge that I've gained from them.

-- 
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 --------------
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From falcone at bestpractical.com  Wed Apr 20 16:00:39 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 20 Apr 2011 16:00:39 -0400
Subject: [rt-users] Is a time zone user preference available?
In-Reply-To: <FFF4607FCF6D774C9B4B44B062753423030856E7@abqex2.cvi-mg.com>
References: <FFF4607FCF6D774C9B4B44B062753423030855E0@abqex2.cvi-mg.com>
	<4DAF0D54.1060808@bestpractical.com>
	<FFF4607FCF6D774C9B4B44B062753423030855EB@abqex2.cvi-mg.com>
	<FFF4607FCF6D774C9B4B44B062753423030856E7@abqex2.cvi-mg.com>
Message-ID: <20110420200039.GI725@jibsheet.com>

On Wed, Apr 20, 2011 at 01:25:41PM -0600, Eli Guzman wrote:
> >> There's no need for elaborate schemes. Timezone, along with
> >> language, is on the user About Me page. 
> >> 
> >> Thomas
> > 
> > Hey Thomas,
> > 
> > Thanks a bunch, somehow I missed that ;).
> > 
> > Eli
> 
> Not sure how common this issue is, but I have changed the 'About Me'
> timezone preferences, however the change isn't reflected on the
> interface. See images below:
> 
> http://min.us/mDnN4uxnfqIBg#1

You've neglected to say:

What you set it to in About Me.
What time you expect to see.

I see something roughly 2 hours behind the current time, so assume it
is showing in Mountain time

-kevin

> I had the $Timezone variable in RT_SiteConfig.pm set to the following:
> Set($Timezone , 'US/Mountain'); but I commented this out (restarted
> httpd services)to see if there was any change to the interface, but
> nothing so far. Time is being synched via NTPD/system clock is not
> currently set to UTC/and system TZ is set to Denver TZ (-0700 GMT).
> Could I be missing something obvious here?
> 
> Thanks for any insights!
> 
> Regards,
> Eli
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From falcone at bestpractical.com  Wed Apr 20 16:05:18 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 20 Apr 2011 16:05:18 -0400
Subject: [rt-users] can't locate XXX
In-Reply-To: <BANLkTinr_mLhN89htkmjqzOCbQ5-bBbO0g@mail.gmail.com>
References: <BANLkTinfEiSzAa+zJCuAC+jeVg+Ts1PVRg@mail.gmail.com>
	<BANLkTi=4k4pExkSBCo=xVAu4n6RjCQi0BQ@mail.gmail.com>
	<BANLkTikXjzrYJF=3U+kW7Z+G9KU294dOqg@mail.gmail.com>
	<20110420153858.GC725@jibsheet.com>
	<BANLkTi=338ecJm+83dmbb3shDwCXpvQo6Q@mail.gmail.com>
	<20110420191932.GH725@jibsheet.com>
	<BANLkTinr_mLhN89htkmjqzOCbQ5-bBbO0g@mail.gmail.com>
Message-ID: <20110420200518.GJ725@jibsheet.com>

On Wed, Apr 20, 2011 at 03:51:57PM -0400, Mike Johnson wrote:
>    Ah... that opens my eyes a bit more...
> 
>      > How do I tell get /opt/rt3/local/plugins/ExtractCustomFieldValues in @INC?
> 
>      how did it end up there, that isn't the directory structure for RT
>      plugins.
> 
>    I put it there trying to mimic how ExternalAuth worked. I've backed it out now and used the

That isn't how ExternalAuth works either, it works with a standard
make install
and would be in local/plugins/RT-Authen-ExternalAuth

>    Makefile for it to place itself where it wants to.
>    It placed the ExtractCustomFieldValues.pm in
>    /opt/rt3/lib/RT/Action

That's wrong.

What version of RT and the module are you running.
3.06 (newest on CPAN) and 3.8.10 install into
local/plugins/RT-Extension-ExtractCustomFieldValues
as expected.

-kevin


>    So now my Plugin's looks like this
>    Set(@Plugins,qw(
>    RT::Authen::ExternalAuth
>    RT::Action::ExtractCustomFieldValues
>    ));
> 
>      How did you install RT-Extension-ExtractCustomFieldValues
>      I believe you missed a step from the README included with the
>      extension.
> 
>      Please note, you do not ever just untar an extension into /opt/rt3
>      You untar it into your home or a source directory and follow the
>      directions in the README which will ensure that it is placed into the
>      proper location for RT.
>      -kevin
> 
>    Thank you Kevin, I did not know that!
>    I have backed out what I did, and followed the correct method and it seems my setup is no
>    longer throwing errors and RT can run :D
>    I appreciate the responses and knowledge that I've gained from them.
>    --
>    Mike Johnson
>    Datatel Programmer/Analyst
>    Northern Ontario School of Medicine
>    955 Oliver Road
>    Thunder Bay, ON P7B 5E1
>    Phone: (807) 766-7331
>    Email: [1]mike.johnson at nosm.ca
> 
> References
> 
>    Visible links
>    1. mailto:mike.johnson at nosm.ca
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From eguzman at cvimellesgriot.com  Wed Apr 20 16:14:29 2011
From: eguzman at cvimellesgriot.com (Eli Guzman)
Date: Wed, 20 Apr 2011 14:14:29 -0600
Subject: [rt-users] Is a time zone user preference available?
In-Reply-To: <20110420200039.GI725@jibsheet.com>
References: <FFF4607FCF6D774C9B4B44B062753423030855E0@abqex2.cvi-mg.com><4DAF0D54.1060808@bestpractical.com><FFF4607FCF6D774C9B4B44B062753423030855EB@abqex2.cvi-mg.com><FFF4607FCF6D774C9B4B44B062753423030856E7@abqex2.cvi-mg.com>
	<20110420200039.GI725@jibsheet.com>
Message-ID: <FFF4607FCF6D774C9B4B44B062753423030C37FB@abqex2.cvi-mg.com>

----Original Message----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin
Falcone Sent: Wednesday, April 20, 2011 2:01 PM To:
rt-users at lists.bestpractical.com Subject: Re: [rt-users] Is a time zone
user preference available? 

> On Wed, Apr 20, 2011 at 01:25:41PM -0600, Eli Guzman wrote:
>>>> There's no need for elaborate schemes. Timezone, along with
>>>> language, is on the user About Me page.
>>>> 
>>>> Thomas
>>> 
>>> Hey Thomas,
>>> 
>>> Thanks a bunch, somehow I missed that ;).
>>> 
>>> Eli
>> 
>> Not sure how common this issue is, but I have changed the 'About Me'
>> timezone preferences, however the change isn't reflected on the
>> interface. See images below: 
>> 
>> http://min.us/mDnN4uxnfqIBg#1
> 
> You've neglected to say:
> 
> What you set it to in About Me.
> What time you expect to see.
> 
> I see something roughly 2 hours behind the current time, so assume it
> is showing in Mountain time 
> 
> -kevin
> 
>> I had the $Timezone variable in RT_SiteConfig.pm set to the
>> following: Set($Timezone , 'US/Mountain'); but I commented this out
>> (restarted httpd services)to see if there was any change to the
>> interface, but nothing so far. Time is being synched via NTPD/system
>> clock is not currently set to UTC/and system TZ is set to Denver TZ
>> (-0700 GMT). Could I be missing something obvious here?
>> 
>> Thanks for any insights!
>> 
>> Regards,
>> Eli

Hey Kevin,

Yes you are correct, it is showing that it is currently set Mountain TZ
(which was what the RT_SiteConfig was set to), and I went ahead and
changed the preference under the about me section to 'Europe/London
+0100', but for some reason the change has not taken effect. 

Just not sure as to why, could this perhaps be related to the database
itself? Currently MySQL should be getting TZ data from the OS itself,
but I believe I can hard-set it in the my.ini file, not sure if this is
the preferred method for RT/or to be honest if it should matter if the
DB should be set to a specific TZ.

Regards,
Eli


From mike.johnson at nosm.ca  Wed Apr 20 16:35:08 2011
From: mike.johnson at nosm.ca (Mike Johnson)
Date: Wed, 20 Apr 2011 16:35:08 -0400
Subject: [rt-users] can't locate XXX
In-Reply-To: <20110420200518.GJ725@jibsheet.com>
References: <BANLkTinfEiSzAa+zJCuAC+jeVg+Ts1PVRg@mail.gmail.com>
	<BANLkTi=4k4pExkSBCo=xVAu4n6RjCQi0BQ@mail.gmail.com>
	<BANLkTikXjzrYJF=3U+kW7Z+G9KU294dOqg@mail.gmail.com>
	<20110420153858.GC725@jibsheet.com>
	<BANLkTi=338ecJm+83dmbb3shDwCXpvQo6Q@mail.gmail.com>
	<20110420191932.GH725@jibsheet.com>
	<BANLkTinr_mLhN89htkmjqzOCbQ5-bBbO0g@mail.gmail.com>
	<20110420200518.GJ725@jibsheet.com>
Message-ID: <BANLkTin_-qwzqRysu6-PwynunfHNFY-1jw@mail.gmail.com>

We are running RT 3.8.10.  ExternalAuth is installed as you mentioned below.

The version I got was from
http://requesttracker.wikia.com/wiki/ExtractCustomFieldValues

The link behind "newest version always here"

It extracted to version 1.06 :( no wonder I'm having issues.


I have downloaded and installed based on all your previous statements...
everything worked smoothly.

I wish I knew what I know now....

I thank you very much!

Mike.



On Wed, Apr 20, 2011 at 4:05 PM, Kevin Falcone <falcone at bestpractical.com>wrote:

> On Wed, Apr 20, 2011 at 03:51:57PM -0400, Mike Johnson wrote:
> >    Ah... that opens my eyes a bit more...
> >
> >      > How do I tell get /opt/rt3/local/plugins/ExtractCustomFieldValues
> in @INC?
> >
> >      how did it end up there, that isn't the directory structure for RT
> >      plugins.
> >
> >    I put it there trying to mimic how ExternalAuth worked. I've backed it
> out now and used the
>
> That isn't how ExternalAuth works either, it works with a standard
> make install
> and would be in local/plugins/RT-Authen-ExternalAuth
>
> >    Makefile for it to place itself where it wants to.
> >    It placed the ExtractCustomFieldValues.pm in
> >    /opt/rt3/lib/RT/Action
>
> That's wrong.
>
> What version of RT and the module are you running.
> 3.06 (newest on CPAN) and 3.8.10 install into
> local/plugins/RT-Extension-ExtractCustomFieldValues
> as expected.
>
> -kevin
>
>
> >    So now my Plugin's looks like this
> >    Set(@Plugins,qw(
> >    RT::Authen::ExternalAuth
> >    RT::Action::ExtractCustomFieldValues
> >    ));
> >
> >      How did you install RT-Extension-ExtractCustomFieldValues
> >      I believe you missed a step from the README included with the
> >      extension.
> >
> >      Please note, you do not ever just untar an extension into /opt/rt3
> >      You untar it into your home or a source directory and follow the
> >      directions in the README which will ensure that it is placed into
> the
> >      proper location for RT.
> >      -kevin
> >
> >    Thank you Kevin, I did not know that!
> >    I have backed out what I did, and followed the correct method and it
> seems my setup is no
> >    longer throwing errors and RT can run :D
> >    I appreciate the responses and knowledge that I've gained from them.
> >    --
> >    Mike Johnson
> >    Datatel Programmer/Analyst
> >    Northern Ontario School of Medicine
> >    955 Oliver Road
> >    Thunder Bay, ON P7B 5E1
> >    Phone: (807) 766-7331
> >    Email: [1]mike.johnson at nosm.ca
> >
> > References
> >
> >    Visible links
> >    1. mailto:mike.johnson at nosm.ca
>



-- 
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 --------------
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From falcone at bestpractical.com  Wed Apr 20 16:43:33 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 20 Apr 2011 16:43:33 -0400
Subject: [rt-users] Is a time zone user preference available?
In-Reply-To: <FFF4607FCF6D774C9B4B44B062753423030C37FB@abqex2.cvi-mg.com>
References: <FFF4607FCF6D774C9B4B44B062753423030855E0@abqex2.cvi-mg.com>
	<4DAF0D54.1060808@bestpractical.com>
	<FFF4607FCF6D774C9B4B44B062753423030855EB@abqex2.cvi-mg.com>
	<FFF4607FCF6D774C9B4B44B062753423030856E7@abqex2.cvi-mg.com>
	<20110420200039.GI725@jibsheet.com>
	<FFF4607FCF6D774C9B4B44B062753423030C37FB@abqex2.cvi-mg.com>
Message-ID: <20110420204333.GK725@jibsheet.com>

On Wed, Apr 20, 2011 at 02:14:29PM -0600, Eli Guzman wrote:
> >> http://min.us/mDnN4uxnfqIBg#1
> > 
> > You've neglected to say:
> > 
> > What you set it to in About Me.
> > What time you expect to see.
> > 
> > I see something roughly 2 hours behind the current time, so assume it
> > is showing in Mountain time 
> > 
> > -kevin
> 
> Yes you are correct, it is showing that it is currently set Mountain TZ
> (which was what the RT_SiteConfig was set to), and I went ahead and
> changed the preference under the about me section to 'Europe/London
> +0100', but for some reason the change has not taken effect. 

Changing timezones for me and saving and then navigating to a ticket
display page changes it for me locally.  You can always try logging
out and back in if you suspect something wacky in your sessions.

> Just not sure as to why, could this perhaps be related to the database
> itself? Currently MySQL should be getting TZ data from the OS itself,
> but I believe I can hard-set it in the my.ini file, not sure if this is
> the preferred method for RT/or to be honest if it should matter if the
> DB should be set to a specific TZ.

RT stores all data in UTC in the database, if it isn't doing that, you
may have problems.

-kevin
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From eguzman at cvimellesgriot.com  Wed Apr 20 18:28:24 2011
From: eguzman at cvimellesgriot.com (Eli Guzman)
Date: Wed, 20 Apr 2011 16:28:24 -0600
Subject: [rt-users] Is a time zone user preference available?
In-Reply-To: <20110420204333.GK725@jibsheet.com>
References: <FFF4607FCF6D774C9B4B44B062753423030855E0@abqex2.cvi-mg.com><4DAF0D54.1060808@bestpractical.com><FFF4607FCF6D774C9B4B44B062753423030855EB@abqex2.cvi-mg.com><FFF4607FCF6D774C9B4B44B062753423030856E7@abqex2.cvi-mg.com><20110420200039.GI725@jibsheet.com><FFF4607FCF6D774C9B4B44B062753423030C37FB@abqex2.cvi-mg.com>
	<20110420204333.GK725@jibsheet.com>
Message-ID: <FFF4607FCF6D774C9B4B44B062753423030C38B2@abqex2.cvi-mg.com>

----Original Message----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin
Falcone Sent: Wednesday, April 20, 2011 2:44 PM To:
rt-users at lists.bestpractical.com Subject: Re: [rt-users] Is a time zone
user preference available? 

> On Wed, Apr 20, 2011 at 02:14:29PM -0600, Eli Guzman wrote:
>>>> http://min.us/mDnN4uxnfqIBg#1
>>> 
>>> You've neglected to say:
>>> 
>>> What you set it to in About Me.
>>> What time you expect to see.
>>> 
>>> I see something roughly 2 hours behind the current time, so assume
>>> it is showing in Mountain time
>>> 
>>> -kevin
>> 
>> Yes you are correct, it is showing that it is currently set Mountain
>> TZ (which was what the RT_SiteConfig was set to), and I went ahead
>> and changed the preference under the about me section to
>> 'Europe/London +0100', but for some reason the change has not taken
>> effect. 
> 
> Changing timezones for me and saving and then navigating to a ticket
> display page changes it for me locally.  You can always try logging
> out and back in if you suspect something wacky in your sessions.  
> 
>> Just not sure as to why, could this perhaps be related to the
>> database itself? Currently MySQL should be getting TZ data from the
>> OS itself, but I believe I can hard-set it in the my.ini file, not
>> sure if this is the preferred method for RT/or to be honest if it
>> should matter if the DB should be set to a specific TZ.
> 
> RT stores all data in UTC in the database, if it isn't doing that,
> you may have problems. 
> 
> -kevin

Hey Kevin,

Thanks for the input, I checked MySQL and the database is currently
using the system time:

mysql -u root mysql -e "select distinct @@system_time_zone from user"

+--------------------+
| @@system_time_zone |
+--------------------+
| MDT                |
+--------------------+

So it looks as if the DB itself is using MDT for processing
transactional data.

> RT stores all data in UTC in the database, if it isn't doing that,
> you may have problems.

So the question here would be, should I just set MySQL to run using UTC?

One thing I also noticed was the database output for one of the very
last transactions:

mysql> select id, LastUpdated from `rt3`.`Tickets` where id = '37464';

+-------+---------------------+
| id    | LastUpdated         |
+-------+---------------------+
| 37464 | 2011-04-20 22:17:12 |
+-------+---------------------+
1 row in set (0.00 sec)

On the interface it shows the time as MDT (16:17:12), but on the
database it looks as if it is storing everything as UTC as you
mentioned. I have cleared the cache and mason_data out of tracker,
logged out of the interface and logged back in, and there has still been
no change to the TZ. 

So I am at a bit of an impasse, it looks like RT is storing in UTC, but
the DB time is set for MDT (as per the system). Could forcing the DB to
use UTC solve the issue?

Thanks,
Eli



From todd at chaka.net  Wed Apr 20 20:17:02 2011
From: todd at chaka.net (Todd Chapman)
Date: Wed, 20 Apr 2011 20:17:02 -0400
Subject: [rt-users] Why does SeeCustomField and ModifyCustomField show up in
	Queue group rights?
Message-ID: <BANLkTikZgJ2XqvTS_m29UpkT4mkdVb2xag@mail.gmail.com>

I noticed that SeeCustomField and ModifyCustomField show up when
editing group rights for a specific queue, and also when editing
global RTFM class group rights.

My understanding is that the ability to see a custom field is a
combination of having SeeCustomField on the custom field itself, and
also being able to see the object that the custom field is assigned
to. Similar case for ModifyCustomField.

Is my understanding correct, and if so doesn't it make it pointless to
have these rights for individual queues or globally for RTFM classes?

Thanks.

-Todd


From ruz at bestpractical.com  Wed Apr 20 21:42:45 2011
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Thu, 21 Apr 2011 05:42:45 +0400
Subject: [rt-users] Is a time zone user preference available?
In-Reply-To: <FFF4607FCF6D774C9B4B44B062753423030C37FB@abqex2.cvi-mg.com>
References: <FFF4607FCF6D774C9B4B44B062753423030855E0@abqex2.cvi-mg.com>
	<4DAF0D54.1060808@bestpractical.com>
	<FFF4607FCF6D774C9B4B44B062753423030855EB@abqex2.cvi-mg.com>
	<FFF4607FCF6D774C9B4B44B062753423030856E7@abqex2.cvi-mg.com>
	<20110420200039.GI725@jibsheet.com>
	<FFF4607FCF6D774C9B4B44B062753423030C37FB@abqex2.cvi-mg.com>
Message-ID: <BANLkTikXhTLjHTT_GWGd9tHSN08_8A8Otw@mail.gmail.com>

Hello,

Do you use mod_perl? Try "SetHandler modperl" instead of "SetHandler
perl-script" in apache's config. Don't forget to stop/start the
server.

On Thu, Apr 21, 2011 at 12:14 AM, Eli Guzman <eguzman at cvimellesgriot.com> wrote:
> ----Original Message----
> From: rt-users-bounces at lists.bestpractical.com
> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin
> Falcone Sent: Wednesday, April 20, 2011 2:01 PM To:
> rt-users at lists.bestpractical.com Subject: Re: [rt-users] Is a time zone
> user preference available?
>
>> On Wed, Apr 20, 2011 at 01:25:41PM -0600, Eli Guzman wrote:
>>>>> There's no need for elaborate schemes. Timezone, along with
>>>>> language, is on the user About Me page.
>>>>>
>>>>> Thomas
>>>>
>>>> Hey Thomas,
>>>>
>>>> Thanks a bunch, somehow I missed that ;).
>>>>
>>>> Eli
>>>
>>> Not sure how common this issue is, but I have changed the 'About Me'
>>> timezone preferences, however the change isn't reflected on the
>>> interface. See images below:
>>>
>>> http://min.us/mDnN4uxnfqIBg#1
>>
>> You've neglected to say:
>>
>> What you set it to in About Me.
>> What time you expect to see.
>>
>> I see something roughly 2 hours behind the current time, so assume it
>> is showing in Mountain time
>>
>> -kevin
>>
>>> I had the $Timezone variable in RT_SiteConfig.pm set to the
>>> following: Set($Timezone , 'US/Mountain'); but I commented this out
>>> (restarted httpd services)to see if there was any change to the
>>> interface, but nothing so far. Time is being synched via NTPD/system
>>> clock is not currently set to UTC/and system TZ is set to Denver TZ
>>> (-0700 GMT). Could I be missing something obvious here?
>>>
>>> Thanks for any insights!
>>>
>>> Regards,
>>> Eli
>
> Hey Kevin,
>
> Yes you are correct, it is showing that it is currently set Mountain TZ
> (which was what the RT_SiteConfig was set to), and I went ahead and
> changed the preference under the about me section to 'Europe/London
> +0100', but for some reason the change has not taken effect.
>
> Just not sure as to why, could this perhaps be related to the database
> itself? Currently MySQL should be getting TZ data from the OS itself,
> but I believe I can hard-set it in the my.ini file, not sure if this is
> the preferred method for RT/or to be honest if it should matter if the
> DB should be set to a specific TZ.
>
> Regards,
> Eli
>



-- 
Best regards, Ruslan.


From eguzman at cvimellesgriot.com  Wed Apr 20 23:10:23 2011
From: eguzman at cvimellesgriot.com (Eli Guzman)
Date: Wed, 20 Apr 2011 21:10:23 -0600
Subject: [rt-users] Is a time zone user preference available?
In-Reply-To: <BANLkTikXhTLjHTT_GWGd9tHSN08_8A8Otw@mail.gmail.com>
References: <FFF4607FCF6D774C9B4B44B062753423030855E0@abqex2.cvi-mg.com><4DAF0D54.1060808@bestpractical.com><FFF4607FCF6D774C9B4B44B062753423030855EB@abqex2.cvi-mg.com><FFF4607FCF6D774C9B4B44B062753423030856E7@abqex2.cvi-mg.com><20110420200039.GI725@jibsheet.com><FFF4607FCF6D774C9B4B44B062753423030C37FB@abqex2.cvi-mg.com>
	<BANLkTikXhTLjHTT_GWGd9tHSN08_8A8Otw@mail.gmail.com>
Message-ID: <FFF4607FCF6D774C9B4B44B062753423030C3921@abqex2.cvi-mg.com>

----Original Message----
From: ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] On
Behalf Of Ruslan Zakirov Sent: Wednesday, April 20, 2011 7:43 PM
To: Eli Guzman
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Is a time zone user preference available?

> Hello,
> 
> Do you use mod_perl? Try "SetHandler modperl" instead of "SetHandler
> perl-script" in apache's config. Don't forget to stop/start the
> server.  
> 
> On Thu, Apr 21, 2011 at 12:14 AM, Eli Guzman
> <eguzman at cvimellesgriot.com> wrote: 
>> ----Original Message----
>> From: rt-users-bounces at lists.bestpractical.com
>> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin
>> Falcone Sent: Wednesday, April 20, 2011 2:01 PM To:
>> rt-users at lists.bestpractical.com Subject: Re: [rt-users] Is a time
>> zone user preference available?
>> 
>>> On Wed, Apr 20, 2011 at 01:25:41PM -0600, Eli Guzman wrote:
>>>>>> There's no need for elaborate schemes. Timezone, along with
>>>>>> language, is on the user About Me page.
>>>>>> 
>>>>>> Thomas
>>>>> 
>>>>> Hey Thomas,
>>>>> 
>>>>> Thanks a bunch, somehow I missed that ;).
>>>>> 
>>>>> Eli
>>>> 
>>>> Not sure how common this issue is, but I have changed the 'About
>>>> Me' timezone preferences, however the change isn't reflected on
>>>> the interface. See images below: 
>>>> 
>>>> http://min.us/mDnN4uxnfqIBg#1
>>> 
>>> You've neglected to say:
>>> 
>>> What you set it to in About Me.
>>> What time you expect to see.
>>> 
>>> I see something roughly 2 hours behind the current time, so assume
>>> it is showing in Mountain time 
>>> 
>>> -kevin
>>> 
>>>> I had the $Timezone variable in RT_SiteConfig.pm set to the
>>>> following: Set($Timezone , 'US/Mountain'); but I commented this out
>>>> (restarted httpd services)to see if there was any change to the
>>>> interface, but nothing so far. Time is being synched via
>>>> NTPD/system clock is not currently set to UTC/and system TZ is set
>>>> to Denver TZ (-0700 GMT). Could I be missing something obvious
>>>> here? 
>>>> 
>>>> Thanks for any insights!
>>>> 
>>>> Regards,
>>>> Eli
>> 
>> Hey Kevin,
>> 
>> Yes you are correct, it is showing that it is currently set Mountain
>> TZ (which was what the RT_SiteConfig was set to), and I went ahead
>> and changed the preference under the about me section to
>> 'Europe/London +0100', but for some reason the change has not taken
>> effect. 
>> 
>> Just not sure as to why, could this perhaps be related to the
>> database itself? Currently MySQL should be getting TZ data from the
>> OS itself, but I believe I can hard-set it in the my.ini file, not
>> sure if this is the preferred method for RT/or to be honest if it
>> should matter if the DB should be set to a specific TZ.
>> 
>> Regards,
>> Eli

Hey Ruslan,

I can give that a try and let you know if it fixes the issue; thanks for
the input.

Regards,
Eli


From mikko.lehto at setera.fi  Thu Apr 21 01:39:35 2011
From: mikko.lehto at setera.fi (Mikko Lehto)
Date: Thu, 21 Apr 2011 08:39:35 +0300
Subject: [rt-users] How to delete saved search
In-Reply-To: <BANLkTin17+eJtKFPLe76pwxjjbQ56ZMMKw@mail.gmail.com>
References: <20110416121818.GF5445@vox.setera.fi>
	<BANLkTin17+eJtKFPLe76pwxjjbQ56ZMMKw@mail.gmail.com>
Message-ID: <20110421053935.GG5445@vox.setera.fi>

Kenneth Crocker wrote:

> You can do it by looking at the DataBase. Try some SQL that looks something
> like this:
> 
> select *
> from ATTRIBUTES
> where Name = 'SavedSearch'
>   and ObjectType = 'RT::Group';
> 
> Then find the one that matches your saved search and the ObjectId will be
> the same as the Group ID. Look up the Group name by using that Group Id.
> Then you can go into RT, join that group, load/delete that search.

Hi

Thanks for your attention, sorry I guess I was not clear enough in my mail.

I already solved my problem with similar query and added instructions to wiki:
http://requesttracker.wikia.com/wiki/RepairSearches#You_screwed_your_Saved_Search

-- 
Mikko


From Albert.Shih at obspm.fr  Thu Apr 21 05:13:01 2011
From: Albert.Shih at obspm.fr (Albert Shih)
Date: Thu, 21 Apr 2011 11:13:01 +0200
Subject: [rt-users] rt-mailgate and command by mail
In-Reply-To: <20110419080343.GB58881@obspm.fr>
References: <20110419080343.GB58881@obspm.fr>
Message-ID: <20110421091301.GO48697@obspm.fr>

 Le 19/04/2011 ? 10:03:43+0200, Albert Shih a ?crit
> Hi all 
> 
> 
> I've exact same probleme as 
> 
> 	http://www.mail-archive.com/rt-users at lists.bestpractical.com/msg08421.html
> 
> Do you've any news idea ?
> 

I don't fine a good solution, but find a ?bad one? : 

Change this in TakeAction.pm : 

697c697
<     my $ErrorsTo = RT->Config->Get('OwnerEmail');
---
>     my $ErrorsTo = RT::Interface::Email::ParseErrorsToAddressFromHead($args{'Message'}->head );

so the error-email is send to the admin of RT not to requestor (generally
the requestor don't understand anything about those error). 

Regards.

JAS

-- 
Albert SHIH
DIO batiment 15
Observatoire de Paris Meudon
5 Place Jules Janssen
92195 Meudon Cedex
T?l?phone : 01 45 07 76 26/06 86 69 95 71
Heure local/Local time:
jeu 21 avr 2011 11:10:20 CEST


From fireskyer at gmx.de  Thu Apr 21 05:31:27 2011
From: fireskyer at gmx.de (john s.)
Date: Thu, 21 Apr 2011 02:31:27 -0700 (PDT)
Subject: [rt-users] RT-Authen-ExternalAuth-0.08 which packages i need for
In-Reply-To: <31438804.post@talk.nabble.com>
References: <001301cbf9e4$5d35fcb0$17a1f610$@com>
	<000001cbfdcc$3137d750$93a785f0$@com>
	<5857_1303134817_4DAC4261_5857_38_1_OF3BE451CC.5D7ABBE7-ONC1257876.004C2B95-C1257876.004C50F9@sagemcom.com>
	<31425121.post@talk.nabble.com> <31438804.post@talk.nabble.com>
Message-ID: <31448102.post@talk.nabble.com>



Is it clear what i want? No? okay i try to describe a litte bit more exaclty
as far as possible from myself


okay my ldapseach command which runs perfectly is:

sudo ldapsearch -h xxx.xxx.local  -D "xxx\User" -w "password" -b "'dc=xxx,
dc=local" -s sub "sAMAccountName=USER"



So here are my RT Config Parameter again:

Set($ExternalSettings,{'My_LDAP' =>{   ## GENERIC SECTION
                                          'type' => 'ldap',
                                        'server' =>  '192.168.123.45',
                                          'user' => 'USER',
                                          'pass' =>  'password',
                                          'base' => 
'ou=companyou,ou=User,dc=xxx,dc=xxx,dc=local',
                                       'filter'  =>  '(ObjectClass=*)',
                                      'd_filter' => 
'(userAccountControl=514)'
                                     #  'tls'    =>  0,
                                # 'ssl_version'  =>  3,
                                 'net_ldap_args' => [    version =>  3   ],
                                      # 'group'  =>  'Benutzer',
                                  # 'group_attr' =>  'GROUP_ATTR',
                     'attr_match_list'           => [    'Name',
                                                     #    'EmailAddress',
                                                    ],
                     'attr_map'                  =>  {  'Name' =>
'sAMAccountName',
                                                        'RealName' => 'cn',
                                                        'EmailAddress' =>
'mail',
                                                        'Organization' =>
'physicalDeliveryOfficeName',
                                                        'RealName' => 'cn',
                                                        'ExternalAuthId' =>
'sAMAccountName',
                                                        'Gecos' =>
'sAMAccountName',
                                                        'WorkPhone' =>
'telephoneNumber',
                                                        'Address1' =>
'streetAddress',
                                                        'City' => 'l',
                                                        'State' => 'st',
                                                        'Zip' =>
'postalCode',
                                                        'Country' => 'co'

                                                                                         
}
                                                    }


I'll try to find out, which parameter doesn't match with the ldap one  ...
cause if i try to authorize on rt with an ad user my AD gives the following
message out:

xxx.xxx.xxx.xxx:2799     NTDS None    TCP    4 32   NonDSE      Can't find
object  0.0 0 


best regards john s. 










-- 
View this message in context: http://old.nabble.com/Re%3A-RT-Authen-ExternalAuth-0.08-which-packages-i-need-for-tp31388437p31448102.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.



From raphael.mouneyres at sagemcom.com  Thu Apr 21 05:37:32 2011
From: raphael.mouneyres at sagemcom.com (=?ISO-8859-1?Q?Rapha=EBl_MOUNEYRES?=)
Date: Thu, 21 Apr 2011 11:37:32 +0200
Subject: [rt-users] RT-Authen-ExternalAuth-0.08 which packages i need for
In-Reply-To: <31448102.post@talk.nabble.com>
Message-ID: <28904_1303378658_4DAFFADF_28904_39_4_OF7CCB29C4.355916D9-ONC1257879.003492FD-C1257879.0034E033@sagemcom.com>

hello,

i would say that as you have commented ou the EmailAdress in the attribute 
match list, you need to remove the , (comma) after the Name attribute
I think i remember having some error similar ; the last parameter must NOT 
have the comma, at the end of the line
so your config would look like :

'attr_match_list'           => [    'Name'
                                                     #    'EmailAddress',
                                                    ],

Rapha?l



Rapha?l MOUNEYRES
Ing?nieur Moyens Tests
Avenue Paul Gellos 64990 Mouguerre
Phone: +33 (0)5 59 58 41 51
Email: raphael.mouneyres at sagemcom.com




"john s." <fireskyer at gmx.de> 
Envoy? par : rt-users-bounces at lists.bestpractical.com
21/04/2011 11:31

A
rt-users at lists.bestpractical.com
cc

Objet
Re: [rt-users] RT-Authen-ExternalAuth-0.08 which packages i need for








Is it clear what i want? No? okay i try to describe a litte bit more 
exaclty
as far as possible from myself


okay my ldapseach command which runs perfectly is:

sudo ldapsearch -h xxx.xxx.local  -D "xxx\User" -w "password" -b "'dc=xxx,
dc=local" -s sub "sAMAccountName=USER"



So here are my RT Config Parameter again:

Set($ExternalSettings,{'My_LDAP' =>{   ## GENERIC SECTION
                                          'type' => 'ldap',
                                        'server' =>  '192.168.123.45',
                                          'user' => 'USER',
                                          'pass' =>  'password',
                                          'base' => 
'ou=companyou,ou=User,dc=xxx,dc=xxx,dc=local',
                                       'filter'  =>  '(ObjectClass=*)',
                                      'd_filter' => 
'(userAccountControl=514)'
                                     #  'tls'    =>  0,
                                # 'ssl_version'  =>  3,
                                 'net_ldap_args' => [    version =>  3 ],
                                      # 'group'  =>  'Benutzer',
                                  # 'group_attr' =>  'GROUP_ATTR',
                     'attr_match_list'           => [    'Name',
                                                     #    'EmailAddress',
                                                    ],
                     'attr_map'                  =>  {  'Name' =>
'sAMAccountName',
                                                        'RealName' => 
'cn',
                                                        'EmailAddress' =>
'mail',
                                                        'Organization' =>
'physicalDeliveryOfficeName',
                                                        'RealName' => 
'cn',
                                                        'ExternalAuthId' 
=>
'sAMAccountName',
                                                        'Gecos' =>
'sAMAccountName',
                                                        'WorkPhone' =>
'telephoneNumber',
                                                        'Address1' =>
'streetAddress',
                                                        'City' => 'l',
                                                        'State' => 'st',
                                                        'Zip' =>
'postalCode',
                                                        'Country' => 'co'

  
}
                                                    }


I'll try to find out, which parameter doesn't match with the ldap one  ...
cause if i try to authorize on rt with an ad user my AD gives the 
following
message out:

xxx.xxx.xxx.xxx:2799     NTDS None    TCP    4 32   NonDSE      Can't find
object  0.0 0 


best regards john s. 










-- 
View this message in context: 
http://old.nabble.com/Re%3A-RT-Authen-ExternalAuth-0.08-which-packages-i-need-for-tp31388437p31448102.html

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



#
" Ce courriel et les documents qui lui sont joints peuvent contenir des
informations confidentielles ou ayant un caract?re priv?. S'ils ne vous sont
pas destin?s, nous vous signalons qu'il est strictement interdit de les
divulguer, de les reproduire ou d'en utiliser de quelque mani?re que ce
soit le contenu. Si ce message vous a ?t? transmis par erreur, merci d'en
informer l'exp?diteur et de supprimer imm?diatement de votre syst?me
informatique ce courriel ainsi que tous les documents qui y sont attach?s."


                               ******

" This e-mail and any attached documents may contain confidential or
proprietary information. If you are not the intended recipient, you are
notified that any dissemination, copying of this e-mail and any attachments
thereto or use of their contents by any means whatsoever is strictly
prohibited. If you have received this e-mail in error, please advise the
sender immediately and delete this e-mail and all attached documents
from your computer system."
#

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From fireskyer at gmx.de  Thu Apr 21 07:42:27 2011
From: fireskyer at gmx.de (john s.)
Date: Thu, 21 Apr 2011 04:42:27 -0700 (PDT)
Subject: [rt-users] RT-Authen-ExternalAuth-0.08 which packages i need for
In-Reply-To: <28904_1303378658_4DAFFADF_28904_39_4_OF7CCB29C4.355916D9-ONC1257879.003492FD-C1257879.0034E033@sagemcom.com>
References: <001301cbf9e4$5d35fcb0$17a1f610$@com>
	<000001cbfdcc$3137d750$93a785f0$@com>
	<5857_1303134817_4DAC4261_5857_38_1_OF3BE451CC.5D7ABBE7-ONC1257876.004C2B95-C1257876.004C50F9@sagemcom.com>
	<31425121.post@talk.nabble.com> <31438804.post@talk.nabble.com>
	<31448102.post@talk.nabble.com>
	<28904_1303378658_4DAFFADF_28904_39_4_OF7CCB29C4.355916D9-ONC1257879.003492FD-C1257879.0034E033@sagemcom.com>
Message-ID: <31448783.post@talk.nabble.com>


Hello Raphael 

No nothing has changed at all... still the same error 


sth.  goes really wrong ... i have to track the issue in order to determine
the issue  but i don't know how ..

any idea or a clue ? 

Her is the tcpdumpo log:

13:27:25.872995 IP ubunturt3.52185 > xxx.xxx.local.ldap: Flags [.], ack 1,
win 5840, length 0
13:27:25.875403 IP ubunturt3.52185 > xxx.xxx.local.ldap: Flags [P.], seq
1:33, ack 1, win 5840, length 32
13:27:25.875739 IP xxx.xxx.local.ldap > ubunturt3.52185: Flags [.], ack 33,
win 64240, length 0
13:27:25.877367 IP xxx.xxx.local.ldap > ubunturt3.52185: Flags [P.], seq
1:23, ack 33, win 64240, length 22
13:27:25.877460 IP ubunturt3.52185 > xxx.xxx.local.ldap: Flags [.], ack 23,
win 5840, length 0
13:27:25.889275 IP ubunturt3.52185 > xxx.xxx.local.ldap: Flags [P.], seq
33:282, ack 23, win 5840, length 249
13:27:25.889595 IP xxx.xxx.local.ldap > ubunturt3.52185: Flags [.], ack 282,
win 64240, length 0
13:27:25.890369 IP xxx.xxx.local.ldap > ubunturt3.52185: Flags [P.], seq
23:165, ack 282, win 64240, length 142
13:27:25.895897 IP ubunturt3.52185 > xxx.xxx.local.ldap: Flags [F.], seq
282, ack 165, win 6432, length 0
13:27:25.897013 IP xxx.xxx.local.ldap > ubunturt3.52185: Flags [.], ack 283,
win 64239, length 0
13:27:25.897328 IP xxx.xxx.local.ldap > ubunturt3.52185: Flags [R.], seq
165, ack 283, win 64239, length 0



may it could help 


best regards john s. 









-- 
View this message in context: http://old.nabble.com/Re%3A-RT-Authen-ExternalAuth-0.08-which-packages-i-need-for-tp31388437p31448783.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.



From radek.svoboda at upp.cz  Thu Apr 21 07:44:51 2011
From: radek.svoboda at upp.cz (Radek Svoboda)
Date: Thu, 21 Apr 2011 13:44:51 +0200
Subject: [rt-users] $NotifyActor for selected queue
Message-ID: <4DB018B3.4080209@upp.cz>

Hi All,
is possible to set $NotifyActor ONLY for selected queue ?

Thanks for reply
Radek


From raphael.mouneyres at sagemcom.com  Thu Apr 21 08:02:58 2011
From: raphael.mouneyres at sagemcom.com (=?ISO-8859-1?Q?Rapha=EBl_MOUNEYRES?=)
Date: Thu, 21 Apr 2011 14:02:58 +0200
Subject: [rt-users] RT-Authen-ExternalAuth-0.08 which packages i need for
In-Reply-To: <31448783.post@talk.nabble.com>
Message-ID: <14507_1303387382_4DB01CF6_14507_668_7_OF429E2931.31193A97-ONC1257879.00416B81-C1257879.004230EE@sagemcom.com>

reading your previous messages :

your RT log shows :...:: ( My_LDAP ) RT-USER User not found 
>that mean your LDAP server is sending a response that the RT-USER is not 
existing in his database


then you mention successfully : sudo ldapsearch -h xxx.xxx.local  -D 
"xxx\User" -w "password" -b "'dc=xxx, dc=local" -s sub "sAMAccountName=
USER" 
>that mean USER is existing in the database

so are you using the good login on RT screen ?





"john s." <fireskyer at gmx.de> 
Envoy? par : rt-users-bounces at lists.bestpractical.com
21/04/2011 13:43

A
rt-users at lists.bestpractical.com
cc

Objet
Re: [rt-users] RT-Authen-ExternalAuth-0.08 which packages i need for







Hello Raphael 

No nothing has changed at all... still the same error 


sth.  goes really wrong ... i have to track the issue in order to 
determine
the issue  but i don't know how ..

any idea or a clue ? 

Her is the tcpdumpo log:

13:27:25.872995 IP ubunturt3.52185 > xxx.xxx.local.ldap: Flags [.], ack 1,
win 5840, length 0
13:27:25.875403 IP ubunturt3.52185 > xxx.xxx.local.ldap: Flags [P.], seq
1:33, ack 1, win 5840, length 32
13:27:25.875739 IP xxx.xxx.local.ldap > ubunturt3.52185: Flags [.], ack 
33,
win 64240, length 0
13:27:25.877367 IP xxx.xxx.local.ldap > ubunturt3.52185: Flags [P.], seq
1:23, ack 33, win 64240, length 22
13:27:25.877460 IP ubunturt3.52185 > xxx.xxx.local.ldap: Flags [.], ack 
23,
win 5840, length 0
13:27:25.889275 IP ubunturt3.52185 > xxx.xxx.local.ldap: Flags [P.], seq
33:282, ack 23, win 5840, length 249
13:27:25.889595 IP xxx.xxx.local.ldap > ubunturt3.52185: Flags [.], ack 
282,
win 64240, length 0
13:27:25.890369 IP xxx.xxx.local.ldap > ubunturt3.52185: Flags [P.], seq
23:165, ack 282, win 64240, length 142
13:27:25.895897 IP ubunturt3.52185 > xxx.xxx.local.ldap: Flags [F.], seq
282, ack 165, win 6432, length 0
13:27:25.897013 IP xxx.xxx.local.ldap > ubunturt3.52185: Flags [.], ack 
283,
win 64239, length 0
13:27:25.897328 IP xxx.xxx.local.ldap > ubunturt3.52185: Flags [R.], seq
165, ack 283, win 64239, length 0



may it could help 


best regards john s. 









-- 
View this message in context: 
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#
" Ce courriel et les documents qui lui sont joints peuvent contenir des
informations confidentielles ou ayant un caract?re priv?. S'ils ne vous sont
pas destin?s, nous vous signalons qu'il est strictement interdit de les
divulguer, de les reproduire ou d'en utiliser de quelque mani?re que ce
soit le contenu. Si ce message vous a ?t? transmis par erreur, merci d'en
informer l'exp?diteur et de supprimer imm?diatement de votre syst?me
informatique ce courriel ainsi que tous les documents qui y sont attach?s."


                               ******

" This e-mail and any attached documents may contain confidential or
proprietary information. If you are not the intended recipient, you are
notified that any dissemination, copying of this e-mail and any attachments
thereto or use of their contents by any means whatsoever is strictly
prohibited. If you have received this e-mail in error, please advise the
sender immediately and delete this e-mail and all attached documents
from your computer system."
#

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From mike.johnson at nosm.ca  Thu Apr 21 08:31:14 2011
From: mike.johnson at nosm.ca (Mike Johnson)
Date: Thu, 21 Apr 2011 08:31:14 -0400
Subject: [rt-users] RT-Authen-ExternalAuth-0.08 which packages i need for
In-Reply-To: <31448102.post@talk.nabble.com>
References: <001301cbf9e4$5d35fcb0$17a1f610$@com>
	<000001cbfdcc$3137d750$93a785f0$@com>
	<5857_1303134817_4DAC4261_5857_38_1_OF3BE451CC.5D7ABBE7-ONC1257876.004C2B95-C1257876.004C50F9@sagemcom.com>
	<31425121.post@talk.nabble.com> <31438804.post@talk.nabble.com>
	<31448102.post@talk.nabble.com>
Message-ID: <BANLkTikzv=zn6qAkO7jnzn6Yg6=mYeeNDQ@mail.gmail.com>

One thing that stands out in your config is your d_filter.  I read on the RT
wiki somewhere that d_filter for an AD you needed to put what I have below:

    'd_filter'      =>  '(userAccountControl:1.2.840.113556.1.4.803:=2)',
Read these 2 microsoft support KB to learn more on why

http://support.microsoft.com/kb/305144

http://support.microsoft.com/kb/269181

Also, you have tls, ssl_version, group and group_attr commented out. Someone
else can correct me, but I believe you need to define those in your
settings.

Best I can do with my limited knowledge.

Good luck!
Mike.

On Thu, Apr 21, 2011 at 5:31 AM, john s. <fireskyer at gmx.de> wrote:

>
>
> Is it clear what i want? No? okay i try to describe a litte bit more
> exaclty
> as far as possible from myself
>
>
> okay my ldapseach command which runs perfectly is:
>
> sudo ldapsearch -h xxx.xxx.local  -D "xxx\User" -w "password" -b "'dc=xxx,
> dc=local" -s sub "sAMAccountName=USER"
>
>
>
> So here are my RT Config Parameter again:
>
> Set($ExternalSettings,{'My_LDAP' =>{   ## GENERIC SECTION
>                                          'type' => 'ldap',
>                                        'server' =>  '192.168.123.45',
>                                          'user' => 'USER',
>                                          'pass' =>  'password',
>                                          'base' =>
> 'ou=companyou,ou=User,dc=xxx,dc=xxx,dc=local',
>                                       'filter'  =>  '(ObjectClass=*)',
>                                      'd_filter' =>
> '(userAccountControl=514)'
>                                     #  'tls'    =>  0,
>                                # 'ssl_version'  =>  3,
>                                 'net_ldap_args' => [    version =>  3   ],
>                                      # 'group'  =>  'Benutzer',
>                                  # 'group_attr' =>  'GROUP_ATTR',
>                     'attr_match_list'           => [    'Name',
>                                                     #    'EmailAddress',
>                                                    ],
>                     'attr_map'                  =>  {  'Name' =>
> 'sAMAccountName',
>                                                        'RealName' => 'cn',
>                                                        'EmailAddress' =>
> 'mail',
>                                                        'Organization' =>
> 'physicalDeliveryOfficeName',
>                                                        'RealName' => 'cn',
>                                                        'ExternalAuthId' =>
> 'sAMAccountName',
>                                                        'Gecos' =>
> 'sAMAccountName',
>                                                        'WorkPhone' =>
> 'telephoneNumber',
>                                                        'Address1' =>
> 'streetAddress',
>                                                        'City' => 'l',
>                                                        'State' => 'st',
>                                                        'Zip' =>
> 'postalCode',
>                                                        'Country' => 'co'
>
>
> }
>                                                    }
>
>
> I'll try to find out, which parameter doesn't match with the ldap one  ...
> cause if i try to authorize on rt with an ad user my AD gives the following
> message out:
>
> xxx.xxx.xxx.xxx:2799     NTDS None    TCP    4 32   NonDSE      Can't find
> object  0.0 0
>
>
> best regards john s.
>
>
>
>
>
>
>
>
>
>
> --
> View this message in context:
> http://old.nabble.com/Re%3A-RT-Authen-ExternalAuth-0.08-which-packages-i-need-for-tp31388437p31448102.html
>  Sent from the Request Tracker - User mailing list archive at Nabble.com.
>
>


-- 
Mike Johnson
Datatel Programmer/Analyst
Northern Ontario School of Medicine
955 Oliver Road
Thunder Bay, ON   P7B 5E1
Phone: (807) 766-7331
Email: mike.johnson at nosm.ca
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From falcone at bestpractical.com  Thu Apr 21 09:40:43 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 21 Apr 2011 09:40:43 -0400
Subject: [rt-users] $NotifyActor for selected queue
In-Reply-To: <4DB018B3.4080209@upp.cz>
References: <4DB018B3.4080209@upp.cz>
Message-ID: <20110421134043.GL725@jibsheet.com>

On Thu, Apr 21, 2011 at 01:44:51PM +0200, Radek Svoboda wrote:
> is possible to set $NotifyActor ONLY for selected queue ?

This isn't a core RT feature (there aren't really Queue preferences)

-kevin
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From fireskyer at gmx.de  Thu Apr 21 10:55:41 2011
From: fireskyer at gmx.de (john s.)
Date: Thu, 21 Apr 2011 07:55:41 -0700 (PDT)
Subject: [rt-users] RT-Authen-ExternalAuth-0.08 which packages i need for
In-Reply-To: <BANLkTikzv=zn6qAkO7jnzn6Yg6=mYeeNDQ@mail.gmail.com>
References: <001301cbf9e4$5d35fcb0$17a1f610$@com>
	<000001cbfdcc$3137d750$93a785f0$@com>
	<5857_1303134817_4DAC4261_5857_38_1_OF3BE451CC.5D7ABBE7-ONC1257876.004C2B95-C1257876.004C50F9@sagemcom.com>
	<31425121.post@talk.nabble.com> <31438804.post@talk.nabble.com>
	<31448102.post@talk.nabble.com>
	<BANLkTikzv=zn6qAkO7jnzn6Yg6=mYeeNDQ@mail.gmail.com>
Message-ID: <31450244.post@talk.nabble.com>



@Raphael 


 so are you using the good login on RT screen ?

Waht do you mean with an "good login"?


@Mike

Hello Mike 

I have readed the 2 Articles and modified my config in such way ...

but the same error occurs ...


but i have found sth...  on my AD, i 'll try to copy the infos which should
be necessary ...

xxx.xxx.xxx.xxx:2206 NTDS None TCP 4 32 NonDSE Can't find Objekt  0.0 0 0.0 
xxx.xxx.xxx.xxx:2200 NTDS None TCP 4 32 NonDSE Can't find Objekt 0.0 0 0.0 

thats one of it ... 

xxx.xxx.xxx.xxx:2200 NTDS None TCP 1 0 NonDSE Sucess  0.0 1 0.0 
xxx.xxx.xxx.xxx.2206 NTDS None TCP 1 0 NonDSE Sucess 0.0 1 0.0 


This is the same log but i comes a litte bit later i wonder   why success 
....

And now it comes really strange:

Thats the search log 

Client         Instanz      Objektname         Filtername                  
Reply/s Response  Time (ms) CPU% 
Internal      NTDS               []        (displayName=RT-USER)           
0              0              0      0 
Internal      NTDS               []       (displayName=RT-USER)            0            
0             0        0 


I don't understand it looks like , that he can't  resolve the objectname.

best regards john.













-- 
View this message in context: http://old.nabble.com/Re%3A-RT-Authen-ExternalAuth-0.08-which-packages-i-need-for-tp31388437p31450244.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.



From jblaine at kickflop.net  Thu Apr 21 11:49:24 2011
From: jblaine at kickflop.net (Jeff Blaine)
Date: Thu, 21 Apr 2011 11:49:24 -0400
Subject: [rt-users] Oddity after security patches
Message-ID: <4DB05204.4080202@kickflop.net>

Heads-up

Our RT-Extension-SpawnLinkedTicketInQueue 0.04 broke
after the security patching our 3.8.7 instance with the
3.8.6 patch as directed by the README.

We were getting 403 (Permission denied) when clicking
"Create new child ticket in OtherQueue"

It *appears* the fix is setting the extensions
various files to 755 instead of the discovered 444.
Perhaps this is how they should have been all along,
but RT was lenient before the security patches, where
it's not now?

We also (today, as part of the fix attempt) upgraded
to RT-Extension-SpawnLinkedTicketInQueue 0.05, though
I really don't think that helped solve this particular
issue.  It really seemed to be the perms.

I can't explain it better than that.

We made no other changes to our system to have caused
this breakage.


From falcone at bestpractical.com  Thu Apr 21 11:55:27 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 21 Apr 2011 11:55:27 -0400
Subject: [rt-users] Oddity after security patches
In-Reply-To: <4DB05204.4080202@kickflop.net>
References: <4DB05204.4080202@kickflop.net>
Message-ID: <20110421155527.GM725@jibsheet.com>

On Thu, Apr 21, 2011 at 11:49:24AM -0400, Jeff Blaine wrote:
> Our RT-Extension-SpawnLinkedTicketInQueue 0.04 broke
> after the security patching our 3.8.7 instance with the
> 3.8.6 patch as directed by the README.
> 
> We were getting 403 (Permission denied) when clicking
> "Create new child ticket in OtherQueue"

RT blocks direct access to /Elements/ as part of this update

> It *appears* the fix is setting the extensions
> various files to 755 instead of the discovered 444.
> Perhaps this is how they should have been all along,
> but RT was lenient before the security patches, where
> it's not now?

This was not the fix

> We also (today, as part of the fix attempt) upgraded
> to RT-Extension-SpawnLinkedTicketInQueue 0.05, though
> I really don't think that helped solve this particular
> issue.  It really seemed to be the perms.

This was the fix, Ruslan fixed the extension and uploaded a fixed
version.

http://lists.bestpractical.com/pipermail/rt-users/2011-April/070033.html

-kevin
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From kfcrocker at lbl.gov  Thu Apr 21 12:50:05 2011
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Thu, 21 Apr 2011 09:50:05 -0700
Subject: [rt-users] Why does SeeCustomField and ModifyCustomField show
 up in Queue group rights?
In-Reply-To: <BANLkTikZgJ2XqvTS_m29UpkT4mkdVb2xag@mail.gmail.com>
References: <BANLkTikZgJ2XqvTS_m29UpkT4mkdVb2xag@mail.gmail.com>
Message-ID: <BANLkTi=Kw=O+vwUimwvH4GtKOfH5bdMwMA@mail.gmail.com>

Todd,

I would also like to know, for sure, which one overrides the other. I would
assume that if I gave the "See/Modify" rights to a certain group, it would
ALWAYS be able to "see/Modify" the CF, regardless of Queue. However, If I
gave the "See/Modify" right to a group for a specific Queue, then for THAT
Queue, those rights would apply to THAT group.

That's my best guess.

Kenn
LBNL

On Wed, Apr 20, 2011 at 5:17 PM, Todd Chapman <todd at chaka.net> wrote:

> I noticed that SeeCustomField and ModifyCustomField show up when
> editing group rights for a specific queue, and also when editing
> global RTFM class group rights.
>
> My understanding is that the ability to see a custom field is a
> combination of having SeeCustomField on the custom field itself, and
> also being able to see the object that the custom field is assigned
> to. Similar case for ModifyCustomField.
>
> Is my understanding correct, and if so doesn't it make it pointless to
> have these rights for individual queues or globally for RTFM classes?
>
> Thanks.
>
> -Todd
>
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From mike.johnson at nosm.ca  Thu Apr 21 13:55:38 2011
From: mike.johnson at nosm.ca (Mike Johnson)
Date: Thu, 21 Apr 2011 13:55:38 -0400
Subject: [rt-users] RT-Authen-ExternalAuth-0.08 which packages i need for
In-Reply-To: <31450244.post@talk.nabble.com>
References: <001301cbf9e4$5d35fcb0$17a1f610$@com>
	<000001cbfdcc$3137d750$93a785f0$@com>
	<5857_1303134817_4DAC4261_5857_38_1_OF3BE451CC.5D7ABBE7-ONC1257876.004C2B95-C1257876.004C50F9@sagemcom.com>
	<31425121.post@talk.nabble.com> <31438804.post@talk.nabble.com>
	<31448102.post@talk.nabble.com>
	<BANLkTikzv=zn6qAkO7jnzn6Yg6=mYeeNDQ@mail.gmail.com>
	<31450244.post@talk.nabble.com>
Message-ID: <BANLkTikbi+wYQeqrPzNp1_4=P9a0hicntQ@mail.gmail.com>

Turn your RT debug logging on and check that log to see what it's doing.

I believe the debug log shows you the actual LDAP call it's doing... then
you can verify what is failing based on that.

Good luck!
Mike.

On Thu, Apr 21, 2011 at 10:55 AM, john s. <fireskyer at gmx.de> wrote:

>
>
> @Raphael
>
>
>  so are you using the good login on RT screen ?
>
> Waht do you mean with an "good login"?
>
>
> @Mike
>
> Hello Mike
>
> I have readed the 2 Articles and modified my config in such way ...
>
> but the same error occurs ...
>
>
> but i have found sth...  on my AD, i 'll try to copy the infos which should
> be necessary ...
>
> xxx.xxx.xxx.xxx:2206 NTDS None TCP 4 32 NonDSE Can't find Objekt  0.0 0 0.0
> xxx.xxx.xxx.xxx:2200 NTDS None TCP 4 32 NonDSE Can't find Objekt 0.0 0 0.0
>
> thats one of it ...
>
> xxx.xxx.xxx.xxx:2200 NTDS None TCP 1 0 NonDSE Sucess  0.0 1 0.0
> xxx.xxx.xxx.xxx.2206 NTDS None TCP 1 0 NonDSE Sucess 0.0 1 0.0
>
>
> This is the same log but i comes a litte bit later i wonder   why success
> ....
>
> And now it comes really strange:
>
> Thats the search log
>
> Client         Instanz      Objektname         Filtername
> Reply/s Response  Time (ms) CPU%
> Internal      NTDS               []        (displayName=RT-USER)
> 0              0              0      0
> Internal      NTDS               []       (displayName=RT-USER)
>  0
> 0             0        0
>
>
> I don't understand it looks like , that he can't  resolve the objectname.
>
> best regards john.
>
>
>
>
>
>
>
>
>
>
>
>
>
> --
> View this message in context:
> http://old.nabble.com/Re%3A-RT-Authen-ExternalAuth-0.08-which-packages-i-need-for-tp31388437p31450244.html
>  Sent from the Request Tracker - User mailing list archive at Nabble.com.
>
>


-- 
Mike Johnson
Datatel Programmer/Analyst
Northern Ontario School of Medicine
955 Oliver Road
Thunder Bay, ON   P7B 5E1
Phone: (807) 766-7331
Email: mike.johnson at nosm.ca
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From eguzman at cvimellesgriot.com  Thu Apr 21 20:27:58 2011
From: eguzman at cvimellesgriot.com (Eli Guzman)
Date: Thu, 21 Apr 2011 18:27:58 -0600
Subject: [rt-users] Is a time zone user preference available?
In-Reply-To: <FFF4607FCF6D774C9B4B44B062753423030C3921@abqex2.cvi-mg.com>
References: <FFF4607FCF6D774C9B4B44B062753423030855E0@abqex2.cvi-mg.com><4DAF0D54.1060808@bestpractical.com><FFF4607FCF6D774C9B4B44B062753423030855EB@abqex2.cvi-mg.com><FFF4607FCF6D774C9B4B44B062753423030856E7@abqex2.cvi-mg.com><20110420200039.GI725@jibsheet.com><FFF4607FCF6D774C9B4B44B062753423030C37FB@abqex2.cvi-mg.com><BANLkTikXhTLjHTT_GWGd9tHSN08_8A8Otw@mail.gmail.com>
	<FFF4607FCF6D774C9B4B44B062753423030C3921@abqex2.cvi-mg.com>
Message-ID: <FFF4607FCF6D774C9B4B44B062753423030C3E58@abqex2.cvi-mg.com>

----Original Message----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Eli
Guzman Sent: Wednesday, April 20, 2011 9:10 PM To: Ruslan Zakirov
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Is a time zone user preference available?

> ----Original Message----
> From: ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] On
> Behalf Of Ruslan Zakirov Sent: Wednesday, April 20, 2011 7:43 PM To:
> Eli Guzman 
> Cc: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] Is a time zone user preference available?
> 
>> Hello,
>> 
>> Do you use mod_perl? Try "SetHandler modperl" instead of "SetHandler
>> perl-script" in apache's config. Don't forget to stop/start the
>> server. 
>> 
>> On Thu, Apr 21, 2011 at 12:14 AM, Eli Guzman
>> <eguzman at cvimellesgriot.com> wrote:
>>> ----Original Message----
>>> From: rt-users-bounces at lists.bestpractical.com
>>> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin
>>> Falcone Sent: Wednesday, April 20, 2011 2:01 PM To:
>>> rt-users at lists.bestpractical.com Subject: Re: [rt-users] Is a time
>>> zone user preference available?
>>> 
>>>> On Wed, Apr 20, 2011 at 01:25:41PM -0600, Eli Guzman wrote:
>>>>>>> There's no need for elaborate schemes. Timezone, along with
>>>>>>> language, is on the user About Me page.
>>>>>>> 
>>>>>>> Thomas
>>>>>> 
>>>>>> Hey Thomas,
>>>>>> 
>>>>>> Thanks a bunch, somehow I missed that ;).
>>>>>> 
>>>>>> Eli
>>>>> 
>>>>> Not sure how common this issue is, but I have changed the 'About
>>>>> Me' timezone preferences, however the change isn't reflected on
>>>>> the interface. See images below: 
>>>>> 
>>>>> http://min.us/mDnN4uxnfqIBg#1
>>>> 
>>>> You've neglected to say:
>>>> 
>>>> What you set it to in About Me.
>>>> What time you expect to see.
>>>> 
>>>> I see something roughly 2 hours behind the current time, so assume
>>>> it is showing in Mountain time
>>>> 
>>>> -kevin
>>>> 
>>>>> I had the $Timezone variable in RT_SiteConfig.pm set to the
>>>>> following: Set($Timezone , 'US/Mountain'); but I commented this
>>>>> out (restarted httpd services)to see if there was any change to
>>>>> the interface, but nothing so far. Time is being synched via
>>>>> NTPD/system clock is not currently set to UTC/and system TZ is set
>>>>> to Denver TZ (-0700 GMT). Could I be missing something obvious
>>>>> here? 
>>>>> 
>>>>> Thanks for any insights!
>>>>> 
>>>>> Regards,
>>>>> Eli
>>> 
>>> Hey Kevin,
>>> 
>>> Yes you are correct, it is showing that it is currently set Mountain
>>> TZ (which was what the RT_SiteConfig was set to), and I went ahead
>>> and changed the preference under the about me section to
>>> 'Europe/London +0100', but for some reason the change has not taken
>>> effect. 
>>> 
>>> Just not sure as to why, could this perhaps be related to the
>>> database itself? Currently MySQL should be getting TZ data from the
>>> OS itself, but I believe I can hard-set it in the my.ini file, not
>>> sure if this is the preferred method for RT/or to be honest if it
>>> should matter if the DB should be set to a specific TZ.
>>> 
>>> Regards,
>>> Eli
> 
> Hey Ruslan,
> 
> I can give that a try and let you know if it fixes the issue; thanks
> for the input. 
> 
> Regards,
> Eli

Hey Ruslan,

I have mod_perl installed on the system:

[root at xxx ~]# yum list mod_perl
Loaded plugins: rhnplugin, security
Installed Packages
mod_perl.x86_64                             2.0.4-6.el5
installed

However I was not using it directly with RT3, here is my
/etc/httpd/conf.d/rt3.conf:

Alias /ticket "/opt/rt3/share/html"

PerlRequire /opt/rt3/bin/webmux.pl

<Directory "/opt/rt3/share/html">
  AllowOverride All
  Options ExecCGI FollowSymLinks

  RewriteEngine On
  RedirectMatch permanent (.*)/$ $1/index.html
  AddDefaultCharset UTF-8
  SetHandler perl-script
  #SetHandler modperl <-- Interface did not load -- just a blank screen
  PerlHandler RT::Mason

At first I tried reloading apache with the 'SetHandler modperl' line but
this caused RT3 not to load (just a blank screen) so as you can see I
commented out the line, and reloaded httpd services, the RT app was
returned to normal at that point.

So I am guessing that the RPM version I have installed of mod_perl is
not compatible with RT3, so this leaves me with being able to use
perl-script handler. 

I did change the system time to just use UTC:

[root at xxx ~]# date
Fri Apr 22 00:10:12 UTC 2011

I reloaded MySQL services and this forced the database to use UTC
instead of MDT:

mysql> select distinct @@system_time_zone from user;
+--------------------+
| @@system_time_zone |
+--------------------+
| UTC                |
+--------------------+
1 row in set (0.00 sec)

Now the database shows the time as UTC, and so do tickets on the RT
interface as well. However, I am still unable to change to different
timezones for any user. 

Could this be an inconsistency of using "SetHandler perl-script" rather
than 'mod_perl' in my RT3 specific Apache configuration? And if this is
the case, since I am unable to use the RPM version of mod_perl; should I
just build mod_perl from source and see if this corrects the problem?
Could something be missing from my main Apache configuration (meaning
/etc/httpd/conf/httpd.conf)? At the moment I am still somewhat stumped
on this one, if anyone has any other input I would appreciate it.

Best Regards,
Eli






From ruz at bestpractical.com  Thu Apr 21 22:50:38 2011
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Fri, 22 Apr 2011 06:50:38 +0400
Subject: [rt-users] Is a time zone user preference available?
In-Reply-To: <FFF4607FCF6D774C9B4B44B062753423030C3E58@abqex2.cvi-mg.com>
References: <FFF4607FCF6D774C9B4B44B062753423030855E0@abqex2.cvi-mg.com>
	<4DAF0D54.1060808@bestpractical.com>
	<FFF4607FCF6D774C9B4B44B062753423030855EB@abqex2.cvi-mg.com>
	<FFF4607FCF6D774C9B4B44B062753423030856E7@abqex2.cvi-mg.com>
	<20110420200039.GI725@jibsheet.com>
	<FFF4607FCF6D774C9B4B44B062753423030C37FB@abqex2.cvi-mg.com>
	<BANLkTikXhTLjHTT_GWGd9tHSN08_8A8Otw@mail.gmail.com>
	<FFF4607FCF6D774C9B4B44B062753423030C3921@abqex2.cvi-mg.com>
	<FFF4607FCF6D774C9B4B44B062753423030C3E58@abqex2.cvi-mg.com>
Message-ID: <BANLkTi=Hrfeku-ebQU_WH3pRe_pnLV5r1w@mail.gmail.com>

Hello,

Look into logs for additional info about blank page.

You have several options:

* switch over fcgi
* figure out why modperl handler doesn't work
* find/write patch for RT that uses Env::C in Date.pm

On Fri, Apr 22, 2011 at 4:27 AM, Eli Guzman <eguzman at cvimellesgriot.com> wrote:
> ----Original Message----
> From: rt-users-bounces at lists.bestpractical.com
> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Eli
> Guzman Sent: Wednesday, April 20, 2011 9:10 PM To: Ruslan Zakirov
> Cc: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] Is a time zone user preference available?
>
>> ----Original Message----
>> From: ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] On
>> Behalf Of Ruslan Zakirov Sent: Wednesday, April 20, 2011 7:43 PM To:
>> Eli Guzman
>> Cc: rt-users at lists.bestpractical.com
>> Subject: Re: [rt-users] Is a time zone user preference available?
>>
>>> Hello,
>>>
>>> Do you use mod_perl? Try "SetHandler modperl" instead of "SetHandler
>>> perl-script" in apache's config. Don't forget to stop/start the
>>> server.
>>>
>>> On Thu, Apr 21, 2011 at 12:14 AM, Eli Guzman
>>> <eguzman at cvimellesgriot.com> wrote:
>>>> ----Original Message----
>>>> From: rt-users-bounces at lists.bestpractical.com
>>>> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin
>>>> Falcone Sent: Wednesday, April 20, 2011 2:01 PM To:
>>>> rt-users at lists.bestpractical.com Subject: Re: [rt-users] Is a time
>>>> zone user preference available?
>>>>
>>>>> On Wed, Apr 20, 2011 at 01:25:41PM -0600, Eli Guzman wrote:
>>>>>>>> There's no need for elaborate schemes. Timezone, along with
>>>>>>>> language, is on the user About Me page.
>>>>>>>>
>>>>>>>> Thomas
>>>>>>>
>>>>>>> Hey Thomas,
>>>>>>>
>>>>>>> Thanks a bunch, somehow I missed that ;).
>>>>>>>
>>>>>>> Eli
>>>>>>
>>>>>> Not sure how common this issue is, but I have changed the 'About
>>>>>> Me' timezone preferences, however the change isn't reflected on
>>>>>> the interface. See images below:
>>>>>>
>>>>>> http://min.us/mDnN4uxnfqIBg#1
>>>>>
>>>>> You've neglected to say:
>>>>>
>>>>> What you set it to in About Me.
>>>>> What time you expect to see.
>>>>>
>>>>> I see something roughly 2 hours behind the current time, so assume
>>>>> it is showing in Mountain time
>>>>>
>>>>> -kevin
>>>>>
>>>>>> I had the $Timezone variable in RT_SiteConfig.pm set to the
>>>>>> following: Set($Timezone , 'US/Mountain'); but I commented this
>>>>>> out (restarted httpd services)to see if there was any change to
>>>>>> the interface, but nothing so far. Time is being synched via
>>>>>> NTPD/system clock is not currently set to UTC/and system TZ is set
>>>>>> to Denver TZ (-0700 GMT). Could I be missing something obvious
>>>>>> here?
>>>>>>
>>>>>> Thanks for any insights!
>>>>>>
>>>>>> Regards,
>>>>>> Eli
>>>>
>>>> Hey Kevin,
>>>>
>>>> Yes you are correct, it is showing that it is currently set Mountain
>>>> TZ (which was what the RT_SiteConfig was set to), and I went ahead
>>>> and changed the preference under the about me section to
>>>> 'Europe/London +0100', but for some reason the change has not taken
>>>> effect.
>>>>
>>>> Just not sure as to why, could this perhaps be related to the
>>>> database itself? Currently MySQL should be getting TZ data from the
>>>> OS itself, but I believe I can hard-set it in the my.ini file, not
>>>> sure if this is the preferred method for RT/or to be honest if it
>>>> should matter if the DB should be set to a specific TZ.
>>>>
>>>> Regards,
>>>> Eli
>>
>> Hey Ruslan,
>>
>> I can give that a try and let you know if it fixes the issue; thanks
>> for the input.
>>
>> Regards,
>> Eli
>
> Hey Ruslan,
>
> I have mod_perl installed on the system:
>
> [root at xxx ~]# yum list mod_perl
> Loaded plugins: rhnplugin, security
> Installed Packages
> mod_perl.x86_64 ? ? ? ? ? ? ? ? ? ? ? ? ? ? 2.0.4-6.el5
> installed
>
> However I was not using it directly with RT3, here is my
> /etc/httpd/conf.d/rt3.conf:
>
> Alias /ticket "/opt/rt3/share/html"
>
> PerlRequire /opt/rt3/bin/webmux.pl
>
> <Directory "/opt/rt3/share/html">
> ?AllowOverride All
> ?Options ExecCGI FollowSymLinks
>
> ?RewriteEngine On
> ?RedirectMatch permanent (.*)/$ $1/index.html
> ?AddDefaultCharset UTF-8
> ?SetHandler perl-script
> ?#SetHandler modperl <-- Interface did not load -- just a blank screen
> ?PerlHandler RT::Mason
>
> At first I tried reloading apache with the 'SetHandler modperl' line but
> this caused RT3 not to load (just a blank screen) so as you can see I
> commented out the line, and reloaded httpd services, the RT app was
> returned to normal at that point.
>
> So I am guessing that the RPM version I have installed of mod_perl is
> not compatible with RT3, so this leaves me with being able to use
> perl-script handler.
>
> I did change the system time to just use UTC:
>
> [root at xxx ~]# date
> Fri Apr 22 00:10:12 UTC 2011
>
> I reloaded MySQL services and this forced the database to use UTC
> instead of MDT:
>
> mysql> select distinct @@system_time_zone from user;
> +--------------------+
> | @@system_time_zone |
> +--------------------+
> | UTC ? ? ? ? ? ? ? ?|
> +--------------------+
> 1 row in set (0.00 sec)
>
> Now the database shows the time as UTC, and so do tickets on the RT
> interface as well. However, I am still unable to change to different
> timezones for any user.
>
> Could this be an inconsistency of using "SetHandler perl-script" rather
> than 'mod_perl' in my RT3 specific Apache configuration? And if this is
> the case, since I am unable to use the RPM version of mod_perl; should I
> just build mod_perl from source and see if this corrects the problem?
> Could something be missing from my main Apache configuration (meaning
> /etc/httpd/conf/httpd.conf)? At the moment I am still somewhat stumped
> on this one, if anyone has any other input I would appreciate it.
>
> Best Regards,
> Eli
>
>
>
>
>



-- 
Best regards, Ruslan.


From ramprem at gmail.com  Fri Apr 22 06:13:30 2011
From: ramprem at gmail.com (Pravinator)
Date: Fri, 22 Apr 2011 03:13:30 -0700 (PDT)
Subject: [rt-users] DBD::mysql version 4.002 required--this is only version
 3.0007 at ./upgrade-mysql-schema.pl
Message-ID: <31455543.post@talk.nabble.com>


Hi guys, 

Just need some help with the above error message (as in subject). 

I get that when I try to upgrade the MySQL schema. I tried manually
installing version DBD::MySQL 4.002 (tarball) but ended up with a host of
errors. I can't find a yum repo even to update perl-DBD-MySQL from version
3.0 to 4.0. 

What do I do? I'm just one step away from having my old DB functioning in my
new RT but whats so close seems so far away. 

Thanks guys 
Pravin
-- 
View this message in context: http://old.nabble.com/DBD%3A%3Amysql-version-4.002-required--this-is-only-version-3.0007-at-.-upgrade-mysql-schema.pl-tp31455543p31455543.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.



From hiro24 at gmail.com  Fri Apr 22 10:32:31 2011
From: hiro24 at gmail.com (Chris Hall)
Date: Fri, 22 Apr 2011 10:32:31 -0400
Subject: [rt-users] Handling a ticket that contains MANY comments....
Message-ID: <BANLkTi=qQgr7QHi8Vi=Pd-H4QLwX7m5jVA@mail.gmail.com>

Hello all,

Question:  How should I best handle a ticket with multiple comments?  By
multiple, I mean 400+.

Here's the background.  Our helpdesk had to deal w/ a widespread outage.
 Tons upon tons of ppl were calling in for the entire day.  They decided
they needed to log all these calls, so they created on ticket, named for
this example "outage".  Everytime someone called in, they would open the
"outage" ticket and put a quick "advised user of outage" in the ticket.
 However, once the ticket started growing into the hundreds of comments, it
would nearly lock the server up when someone would access it.  The CPU would
peg out while the page was loaded, which would take roughly 2 minutes... and
with probably a new person trying to access the ticket every 15 seconds, you
could see how this was a problem.  It brought the entire ticketing system to
something of a standstill.

My question to you guys is how do I avoid something like this moving forward
in the future?  I found this:

http://search.cpan.org/~ruz/RT-Extension-ViaLink-UpdateTicket-0.02/lib/RT/Extension/ViaLink/UpdateTicket.pm

and was thinking it would resolve the problem, if I can format the link it
talks about to just update the ticket w/o trying to load/render a several
hundred line ticket.. what are your thoughts?  Would this work?
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From ktm at rice.edu  Fri Apr 22 10:37:07 2011
From: ktm at rice.edu (Kenneth Marshall)
Date: Fri, 22 Apr 2011 09:37:07 -0500
Subject: [rt-users] Handling a ticket that contains MANY comments....
In-Reply-To: <BANLkTi=qQgr7QHi8Vi=Pd-H4QLwX7m5jVA@mail.gmail.com>
References: <BANLkTi=qQgr7QHi8Vi=Pd-H4QLwX7m5jVA@mail.gmail.com>
Message-ID: <20110422143707.GX23895@aart.is.rice.edu>

On Fri, Apr 22, 2011 at 10:32:31AM -0400, Chris Hall wrote:
> Hello all,
> 
> Question:  How should I best handle a ticket with multiple comments?  By
> multiple, I mean 400+.
> 
> Here's the background.  Our helpdesk had to deal w/ a widespread outage.
>  Tons upon tons of ppl were calling in for the entire day.  They decided
> they needed to log all these calls, so they created on ticket, named for
> this example "outage".  Everytime someone called in, they would open the
> "outage" ticket and put a quick "advised user of outage" in the ticket.
>  However, once the ticket started growing into the hundreds of comments, it
> would nearly lock the server up when someone would access it.  The CPU would
> peg out while the page was loaded, which would take roughly 2 minutes... and
> with probably a new person trying to access the ticket every 15 seconds, you
> could see how this was a problem.  It brought the entire ticketing system to
> something of a standstill.
> 
> My question to you guys is how do I avoid something like this moving forward
> in the future?  I found this:
> 
> http://search.cpan.org/~ruz/RT-Extension-ViaLink-UpdateTicket-0.02/lib/RT/Extension/ViaLink/UpdateTicket.pm
> 
> and was thinking it would resolve the problem, if I can format the link it
> talks about to just update the ticket w/o trying to load/render a several
> hundred line ticket.. what are your thoughts?  Would this work?

We actually open a child ticket for each person to keep the
updates more compartmentalized. That works pretty well.

Cheers,
Ken


From steve.anderson at bipsolutions.com  Fri Apr 22 10:35:04 2011
From: steve.anderson at bipsolutions.com (Steve Anderson)
Date: Fri, 22 Apr 2011 15:35:04 +0100
Subject: [rt-users] Handling a ticket that contains MANY comments....
In-Reply-To: <BANLkTi=qQgr7QHi8Vi=Pd-H4QLwX7m5jVA@mail.gmail.com>
References: <BANLkTi=qQgr7QHi8Vi=Pd-H4QLwX7m5jVA@mail.gmail.com>
Message-ID: <C5C7E297C4A0ED4093C5CBF8DC0B3805DB04C73F3A@PEMEXMBXVS01.jellyfishnet.co.uk.local>

Or use the child ticket functionality? Though that will increase the number of tickets in the system.


Steve Anderson

From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Chris Hall
Sent: 22 April 2011 15:33
To: rt-users
Subject: [rt-users] Handling a ticket that contains MANY comments....

Hello all,

Question:  How should I best handle a ticket with multiple comments?  By multiple, I mean 400+.

Here's the background.  Our helpdesk had to deal w/ a widespread outage.  Tons upon tons of ppl were calling in for the entire day.  They decided they needed to log all these calls, so they created on ticket, named for this example "outage".  Everytime someone called in, they would open the "outage" ticket and put a quick "advised user of outage" in the ticket.  However, once the ticket started growing into the hundreds of comments, it would nearly lock the server up when someone would access it.  The CPU would peg out while the page was loaded, which would take roughly 2 minutes... and with probably a new person trying to access the ticket every 15 seconds, you could see how this was a problem.  It brought the entire ticketing system to something of a standstill.

My question to you guys is how do I avoid something like this moving forward in the future?  I found this:

http://search.cpan.org/~ruz/RT-Extension-ViaLink-UpdateTicket-0.02/lib/RT/Extension/ViaLink/UpdateTicket.pm

and was thinking it would resolve the problem, if I can format the link it talks about to just update the ticket w/o trying to load/render a several hundred line ticket.. what are your thoughts?  Would this work?

________________________________
This email has been scanned by Netintelligence
http://www.netintelligence.com/email
________________________________

________________________________
BiP Solutions Limited is a company registered in Scotland with Company
Number SC086146 and VAT number 383030966 and having its registered
office at Medius, 60 Pacific Quay, Glasgow, G51 1DZ.

****************************************************************************
This e-mail (and any attachment) is intended only for the attention of
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From hiro24 at gmail.com  Fri Apr 22 10:44:33 2011
From: hiro24 at gmail.com (Chris Hall)
Date: Fri, 22 Apr 2011 10:44:33 -0400
Subject: [rt-users] Handling a ticket that contains MANY comments....
In-Reply-To: <C5C7E297C4A0ED4093C5CBF8DC0B3805DB04C73F3A@PEMEXMBXVS01.jellyfishnet.co.uk.local>
References: <BANLkTi=qQgr7QHi8Vi=Pd-H4QLwX7m5jVA@mail.gmail.com>
	<C5C7E297C4A0ED4093C5CBF8DC0B3805DB04C73F3A@PEMEXMBXVS01.jellyfishnet.co.uk.local>
Message-ID: <BANLkTinR2nvp-nukq718vbxUib+dsj65nQ@mail.gmail.com>

Could you elaborate on the child ticket?  The way we handle things usually
is we have a ticket for each customer, and update it if they call in.  In
this case though, it was all about turnover, and getting everything logged
quickly, so they didn't want to have to bother with looking up a customer's
ticket to log it.  They wanted a way to very quickly put a comment somewhere
that "yes, somebody called" so they could move on to the next phone call in
queue (which was a deep queue btw). They want to make sure they log
"something" b/c at the end of the month they try to match up how many
comments they made on RT verses how many calls they took, for quality
checking purposes, etc..

I never really messed with child ticket functionality, how exactly does it
work?

On Fri, Apr 22, 2011 at 10:35 AM, Steve Anderson <
steve.anderson at bipsolutions.com> wrote:

>  Or use the child ticket functionality? Though that will increase the
> number of tickets in the system.
>
>
>
>
>
> Steve Anderson
>
>
>
> *From:* rt-users-bounces at lists.bestpractical.com [mailto:
> rt-users-bounces at lists.bestpractical.com] *On Behalf Of *Chris Hall
> *Sent:* 22 April 2011 15:33
> *To:* rt-users
> *Subject:* [rt-users] Handling a ticket that contains MANY comments....
>
>
>
> Hello all,
>
>
>
> Question:  How should I best handle a ticket with multiple comments?  By
> multiple, I mean 400+.
>
>
>
> Here's the background.  Our helpdesk had to deal w/ a widespread outage.
>  Tons upon tons of ppl were calling in for the entire day.  They decided
> they needed to log all these calls, so they created on ticket, named for
> this example "outage".  Everytime someone called in, they would open the
> "outage" ticket and put a quick "advised user of outage" in the ticket.
>  However, once the ticket started growing into the hundreds of comments, it
> would nearly lock the server up when someone would access it.  The CPU would
> peg out while the page was loaded, which would take roughly 2 minutes... and
> with probably a new person trying to access the ticket every 15 seconds, you
> could see how this was a problem.  It brought the entire ticketing system to
> something of a standstill.
>
>
>
> My question to you guys is how do I avoid something like this moving
> forward in the future?  I found this:
>
>
>
>
> http://search.cpan.org/~ruz/RT-Extension-ViaLink-UpdateTicket-0.02/lib/RT/Extension/ViaLink/UpdateTicket.pm
>
>
>
> and was thinking it would resolve the problem, if I can format the link it
> talks about to just update the ticket w/o trying to load/render a several
> hundred line ticket.. what are your thoughts?  Would this work?
>
>
>  ------------------------------
>
> This email has been scanned by Netintelligence
> http://www.netintelligence.com/email
>  ------------------------------
>
> ------------------------------
> BiP Solutions Limited is a company registered in Scotland with Company
> Number SC086146 and VAT number 383030966 and having its registered
> office at Medius, 60 Pacific Quay, Glasgow, G51 1DZ.
>
>
> ****************************************************************************
> This e-mail (and any attachment) is intended only for the attention of
> the addressee(s). Its unauthorised use, disclosure, storage or copying
> is not permitted. If you are not the intended recipient, please destroy
> all copies and inform the sender by return e-mail.
> This e-mail (whether you are the sender or the recipient) may be
> monitored, recorded and retained by BiP Solutions Ltd.
> E-mail monitoring/ blocking software may be used, and e-mail content may
> be read at any time.You have a responsibility to ensure laws are not
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>
> ****************************************************************************
>
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From steve.anderson at bipsolutions.com  Fri Apr 22 10:51:49 2011
From: steve.anderson at bipsolutions.com (Steve Anderson)
Date: Fri, 22 Apr 2011 15:51:49 +0100
Subject: [rt-users] Handling a ticket that contains MANY comments....
In-Reply-To: <BANLkTinR2nvp-nukq718vbxUib+dsj65nQ@mail.gmail.com>
References: <BANLkTi=qQgr7QHi8Vi=Pd-H4QLwX7m5jVA@mail.gmail.com>
	<C5C7E297C4A0ED4093C5CBF8DC0B3805DB04C73F3A@PEMEXMBXVS01.jellyfishnet.co.uk.local>
	<BANLkTinR2nvp-nukq718vbxUib+dsj65nQ@mail.gmail.com>
Message-ID: <C5C7E297C4A0ED4093C5CBF8DC0B3805DB04C73F47@PEMEXMBXVS01.jellyfishnet.co.uk.local>

It's all part of the links section of a ticket.

In an instance like that, each person could have the main ticket open, then hit the 'create' link next to the 'children:' heading. That'll open up a regular ticket creation window. When the main ticket is viewed, the list of all the children will show up on it. Each child will show the original as the parent.

Each child ticket is a ticket in its own right, so for reporting purposes, they can be handled separately.


Steve Anderson

From: Chris Hall [mailto:hiro24 at gmail.com]
Sent: 22 April 2011 15:45
To: Steve Anderson
Cc: rt-users
Subject: Re: [rt-users] Handling a ticket that contains MANY comments....

Could you elaborate on the child ticket?  The way we handle things usually is we have a ticket for each customer, and update it if they call in.  In this case though, it was all about turnover, and getting everything logged quickly, so they didn't want to have to bother with looking up a customer's ticket to log it.  They wanted a way to very quickly put a comment somewhere that "yes, somebody called" so they could move on to the next phone call in queue (which was a deep queue btw). They want to make sure they log "something" b/c at the end of the month they try to match up how many comments they made on RT verses how many calls they took, for quality checking purposes, etc..

I never really messed with child ticket functionality, how exactly does it work?
On Fri, Apr 22, 2011 at 10:35 AM, Steve Anderson <steve.anderson at bipsolutions.com<mailto:steve.anderson at bipsolutions.com>> wrote:
Or use the child ticket functionality? Though that will increase the number of tickets in the system.


Steve Anderson

From: rt-users-bounces at lists.bestpractical.com<mailto:rt-users-bounces at lists.bestpractical.com> [mailto:rt-users-bounces at lists.bestpractical.com<mailto:rt-users-bounces at lists.bestpractical.com>] On Behalf Of Chris Hall
Sent: 22 April 2011 15:33
To: rt-users
Subject: [rt-users] Handling a ticket that contains MANY comments....

Hello all,

Question:  How should I best handle a ticket with multiple comments?  By multiple, I mean 400+.

Here's the background.  Our helpdesk had to deal w/ a widespread outage.  Tons upon tons of ppl were calling in for the entire day.  They decided they needed to log all these calls, so they created on ticket, named for this example "outage".  Everytime someone called in, they would open the "outage" ticket and put a quick "advised user of outage" in the ticket.  However, once the ticket started growing into the hundreds of comments, it would nearly lock the server up when someone would access it.  The CPU would peg out while the page was loaded, which would take roughly 2 minutes... and with probably a new person trying to access the ticket every 15 seconds, you could see how this was a problem.  It brought the entire ticketing system to something of a standstill.

My question to you guys is how do I avoid something like this moving forward in the future?  I found this:

http://search.cpan.org/~ruz/RT-Extension-ViaLink-UpdateTicket-0.02/lib/RT/Extension/ViaLink/UpdateTicket.pm

and was thinking it would resolve the problem, if I can format the link it talks about to just update the ticket w/o trying to load/render a several hundred line ticket.. what are your thoughts?  Would this work?

________________________________
This email has been scanned by Netintelligence
http://www.netintelligence.com/email
________________________________

________________________________
BiP Solutions Limited is a company registered in Scotland with Company
Number SC086146 and VAT number 383030966 and having its registered
office at Medius, 60 Pacific Quay, Glasgow, G51 1DZ.

****************************************************************************
This e-mail (and any attachment) is intended only for the attention of
the addressee(s). Its unauthorised use, disclosure, storage or copying
is not permitted. If you are not the intended recipient, please destroy
all copies and inform the sender by return e-mail.
This e-mail (whether you are the sender or the recipient) may be
monitored, recorded and retained by BiP Solutions Ltd.
E-mail monitoring/ blocking software may be used, and e-mail content may
be read at any time.You have a responsibility to ensure laws are not
broken when composing or forwarding e-mails and their contents.
****************************************************************************


________________________________
This email has been scanned by Netintelligence
http://www.netintelligence.com/email
________________________________

________________________________
BiP Solutions Limited is a company registered in Scotland with Company
Number SC086146 and VAT number 383030966 and having its registered
office at Medius, 60 Pacific Quay, Glasgow, G51 1DZ.

****************************************************************************
This e-mail (and any attachment) is intended only for the attention of
the addressee(s). Its unauthorised use, disclosure, storage or copying
is not permitted. If you are not the intended recipient, please destroy
all copies and inform the sender by return e-mail.
This e-mail (whether you are the sender or the recipient) may be
monitored, recorded and retained by BiP Solutions Ltd.
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From bcarpenter at communitycarewny.org  Fri Apr 22 11:02:19 2011
From: bcarpenter at communitycarewny.org (Brian Carpenter)
Date: Fri, 22 Apr 2011 11:02:19 -0400
Subject: [rt-users] unsubscribe
In-Reply-To: <mailman.2577.1303483477.17434.rt-users@lists.bestpractical.com>
References: <mailman.2577.1303483477.17434.rt-users@lists.bestpractical.com>
Message-ID: <4DB1987B.9060403@communitycarewny.org>



On 4/22/2011 10:44 AM, rt-users-request at lists.bestpractical.com wrote:
> Send RT-Users mailing list submissions to
> 	rt-users at lists.bestpractical.com
>
> To subscribe or unsubscribe via the World Wide Web, visit
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> or, via email, send a message with subject or body 'help' to
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>
> You can reach the person managing the list at
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>
> When replying, please edit your Subject line so it is more specific
> than "Re: Contents of RT-Users digest..."
>
>
> Today's Topics:
>
>     1. DBD::mysql version 4.002 required--this is only version
>        3.0007 at ./upgrade-mysql-schema.pl (Pravinator)
>     2. Handling a ticket that contains MANY comments.... (Chris Hall)
>     3. Re: Handling a ticket that contains MANY comments....
>        (Kenneth Marshall)
>     4. Re: Handling a ticket that contains MANY comments....
>        (Steve Anderson)
>     5. Re: Handling a ticket that contains MANY comments.... (Chris Hall)
>
>
> ----------------------------------------------------------------------
>
> Message: 1
> Date: Fri, 22 Apr 2011 03:13:30 -0700 (PDT)
> From: Pravinator<ramprem at gmail.com>
> To: rt-users at lists.bestpractical.com
> Subject: [rt-users] DBD::mysql version 4.002 required--this is only
> 	version 3.0007 at ./upgrade-mysql-schema.pl
> Message-ID:<31455543.post at talk.nabble.com>
> Content-Type: text/plain; charset=us-ascii
>
>
> Hi guys,
>
> Just need some help with the above error message (as in subject).
>
> I get that when I try to upgrade the MySQL schema. I tried manually
> installing version DBD::MySQL 4.002 (tarball) but ended up with a host of
> errors. I can't find a yum repo even to update perl-DBD-MySQL from version
> 3.0 to 4.0.
>
> What do I do? I'm just one step away from having my old DB functioning in my
> new RT but whats so close seems so far away.
>
> Thanks guys
> Pravin

-- 
Brian Carpenter
Network&  Allscripts Systems Analyst
Homecare&  Hospice of WNY
1225 West State St, Olean NY 14760
(716)372-2106
bcarpenter at homecare-hospice.org

CONFIDENTIALITY NOTICE: This electronic mail transmission is intended only for the use of the addressee and may contain information that is privileged and confidential. If you are not the intended recipient, any dissemination of this communication is prohibited. If you have received this transmission in error, please notify the sender immediately by email and delete the original message. Thank you.





From lab at pacbell.net  Fri Apr 22 11:24:34 2011
From: lab at pacbell.net (20/20 Lab)
Date: Fri, 22 Apr 2011 08:24:34 -0700
Subject: [rt-users] DBD::mysql version 4.002 required--this is only
 version 3.0007 at ./upgrade-mysql-schema.pl
In-Reply-To: <31455543.post@talk.nabble.com>
References: <31455543.post@talk.nabble.com>
Message-ID: <4DB19DB2.6080706@pacbell.net>

On 04/22/2011 3:13 AM, Pravinator wrote:
> Hi guys,
>
> Just need some help with the above error message (as in subject).
>
> I get that when I try to upgrade the MySQL schema. I tried manually
> installing version DBD::MySQL 4.002 (tarball) but ended up with a host of
> errors. I can't find a yum repo even to update perl-DBD-MySQL from version
> 3.0 to 4.0.
>
> What do I do? I'm just one step away from having my old DB functioning in my
> new RT but whats so close seems so far away.
>
> Thanks guys
> Pravin

have you tried the cpan install?   I ran a "cpan DBD::mysql" and it 
installed fust fine on my system (ubuntu 10.04 lts server)    It looks 
like 4.018 is the current (at least what it installed) and if I remember 
correctly I had to have the mysql development files installed.   
libmysqld-dev (I think)

Hope this helps.
Matt


From nelson.mike at gmail.com  Fri Apr 22 13:53:42 2011
From: nelson.mike at gmail.com (Mike Nelson)
Date: Fri, 22 Apr 2011 12:53:42 -0500
Subject: [rt-users] "Create a custom field for your queue"
Message-ID: <BANLkTi=kwDmiffZrL5wKbuxFMqov+=p8=w@mail.gmail.com>

I am using RT 3.8.7 and I need to have one user able to fully administer
only one queue. Specifically, I am interested in that administrator being
able to create custom fields in one queue only (not globally) and I do not
want to give this user access for general system wide admin privledges. I
have given this user queue admin privledges and according to the informaton
I have found, he should now be able to have access. Still, at this point,
the Configuration menu option does not appear in this users menu.

Below I have included the links that lead me to believe this is possible.
Any help would be appritiated!!

http://kb.mit.edu/confluence/pages/viewpage.action?pageId=3908111
**
http://kb.mit.edu/confluence/display/ist/RT+Queue+Administrator%27s+Guide
(Section:  "Create a custom field for your queue")

Thanks in advance!
-- 
 --Mike
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From kfcrocker at lbl.gov  Fri Apr 22 14:00:05 2011
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Fri, 22 Apr 2011 11:00:05 -0700
Subject: [rt-users] "Create a custom field for your queue"
In-Reply-To: <BANLkTi=kwDmiffZrL5wKbuxFMqov+=p8=w@mail.gmail.com>
References: <BANLkTi=kwDmiffZrL5wKbuxFMqov+=p8=w@mail.gmail.com>
Message-ID: <BANLkTimGWBWo6XZCqcabSt6bWsqdfFpspw@mail.gmail.com>

Mike,

I'd recommend creating a group for such privileges. That way you do not have
to keep track of individual users and maintain them at such a granular
level. Groups can have users added/deleted from them all at once, instead of
going to each individual user to make changes. Less work. Unless, of course,
you only have very few users on the system.

Kenn
LBNL

On Fri, Apr 22, 2011 at 10:53 AM, Mike Nelson <nelson.mike at gmail.com> wrote:

> I am using RT 3.8.7 and I need to have one user able to fully administer
> only one queue. Specifically, I am interested in that administrator being
> able to create custom fields in one queue only (not globally) and I do not
> want to give this user access for general system wide admin privledges. I
> have given this user queue admin privledges and according to the informaton
> I have found, he should now be able to have access. Still, at this point,
> the Configuration menu option does not appear in this users menu.
>
> Below I have included the links that lead me to believe this is possible.
> Any help would be appritiated!!
>
> http://kb.mit.edu/confluence/pages/viewpage.action?pageId=3908111
> **
> http://kb.mit.edu/confluence/display/ist/RT+Queue+Administrator%27s+Guide
> (Section:  "Create a custom field for your queue")
>
> Thanks in advance!
> --
>  --Mike
>
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From kfcrocker at lbl.gov  Fri Apr 22 14:03:06 2011
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Fri, 22 Apr 2011 11:03:06 -0700
Subject: [rt-users] Handling a ticket that contains MANY comments....
In-Reply-To: <C5C7E297C4A0ED4093C5CBF8DC0B3805DB04C73F47@PEMEXMBXVS01.jellyfishnet.co.uk.local>
References: <BANLkTi=qQgr7QHi8Vi=Pd-H4QLwX7m5jVA@mail.gmail.com>
	<C5C7E297C4A0ED4093C5CBF8DC0B3805DB04C73F3A@PEMEXMBXVS01.jellyfishnet.co.uk.local>
	<BANLkTinR2nvp-nukq718vbxUib+dsj65nQ@mail.gmail.com>
	<C5C7E297C4A0ED4093C5CBF8DC0B3805DB04C73F47@PEMEXMBXVS01.jellyfishnet.co.uk.local>
Message-ID: <BANLkTi=66_25WB3U65Fj3KrOsoCFDw5uFg@mail.gmail.com>

Chris,

We don't let just anyone "SEE" Comments. We grant that right only to the
Queue AdminCc Watcher and the ticket owner. I suspect the time cost is being
caused by so many Users with that privilege.

Kenn
LBNL

On Fri, Apr 22, 2011 at 7:51 AM, Steve Anderson <
steve.anderson at bipsolutions.com> wrote:

>  It?s all part of the links section of a ticket.
>
>
>
> In an instance like that, each person could have the main ticket open, then
> hit the ?create? link next to the ?children:? heading. That?ll open up a
> regular ticket creation window. When the main ticket is viewed, the list of
> all the children will show up on it. Each child will show the original as
> the parent.
>
>
>
> Each child ticket is a ticket in its own right, so for reporting purposes,
> they can be handled separately.
>
>
>
>
>
> Steve Anderson
>
>
>
> *From:* Chris Hall [mailto:hiro24 at gmail.com]
> *Sent:* 22 April 2011 15:45
> *To:* Steve Anderson
> *Cc:* rt-users
> *Subject:* Re: [rt-users] Handling a ticket that contains MANY
> comments....
>
>
>
> Could you elaborate on the child ticket?  The way we handle things usually
> is we have a ticket for each customer, and update it if they call in.  In
> this case though, it was all about turnover, and getting everything logged
> quickly, so they didn't want to have to bother with looking up a customer's
> ticket to log it.  They wanted a way to very quickly put a comment somewhere
> that "yes, somebody called" so they could move on to the next phone call in
> queue (which was a deep queue btw). They want to make sure they log
> "something" b/c at the end of the month they try to match up how many
> comments they made on RT verses how many calls they took, for quality
> checking purposes, etc..
>
>
>
> I never really messed with child ticket functionality, how exactly does it
> work?
>
> On Fri, Apr 22, 2011 at 10:35 AM, Steve Anderson <
> steve.anderson at bipsolutions.com> wrote:
>
> Or use the child ticket functionality? Though that will increase the number
> of tickets in the system.
>
>
>
>
>
> Steve Anderson
>
>
>
> *From:* rt-users-bounces at lists.bestpractical.com [mailto:
> rt-users-bounces at lists.bestpractical.com] *On Behalf Of *Chris Hall
> *Sent:* 22 April 2011 15:33
> *To:* rt-users
> *Subject:* [rt-users] Handling a ticket that contains MANY comments....
>
>
>
> Hello all,
>
>
>
> Question:  How should I best handle a ticket with multiple comments?  By
> multiple, I mean 400+.
>
>
>
> Here's the background.  Our helpdesk had to deal w/ a widespread outage.
>  Tons upon tons of ppl were calling in for the entire day.  They decided
> they needed to log all these calls, so they created on ticket, named for
> this example "outage".  Everytime someone called in, they would open the
> "outage" ticket and put a quick "advised user of outage" in the ticket.
>  However, once the ticket started growing into the hundreds of comments, it
> would nearly lock the server up when someone would access it.  The CPU would
> peg out while the page was loaded, which would take roughly 2 minutes... and
> with probably a new person trying to access the ticket every 15 seconds, you
> could see how this was a problem.  It brought the entire ticketing system to
> something of a standstill.
>
>
>
> My question to you guys is how do I avoid something like this moving
> forward in the future?  I found this:
>
>
>
>
> http://search.cpan.org/~ruz/RT-Extension-ViaLink-UpdateTicket-0.02/lib/RT/Extension/ViaLink/UpdateTicket.pm
>
>
>
> and was thinking it would resolve the problem, if I can format the link it
> talks about to just update the ticket w/o trying to load/render a several
> hundred line ticket.. what are your thoughts?  Would this work?
>
>
>   ------------------------------
>
> This email has been scanned by Netintelligence
> http://www.netintelligence.com/email
>  ------------------------------
>
>
>  ------------------------------
>
> BiP Solutions Limited is a company registered in Scotland with Company
> Number SC086146 and VAT number 383030966 and having its registered
> office at Medius, 60 Pacific Quay, Glasgow, G51 1DZ.
>
>
> ****************************************************************************
> This e-mail (and any attachment) is intended only for the attention of
> the addressee(s). Its unauthorised use, disclosure, storage or copying
> is not permitted. If you are not the intended recipient, please destroy
> all copies and inform the sender by return e-mail.
> This e-mail (whether you are the sender or the recipient) may be
> monitored, recorded and retained by BiP Solutions Ltd.
> E-mail monitoring/ blocking software may be used, and e-mail content may
> be read at any time.You have a responsibility to ensure laws are not
> broken when composing or forwarding e-mails and their contents.
>
> ****************************************************************************
>
>
>
>
>  ------------------------------
>
> This email has been scanned by Netintelligence
> http://www.netintelligence.com/email
>  ------------------------------
>
> ------------------------------
> BiP Solutions Limited is a company registered in Scotland with Company
> Number SC086146 and VAT number 383030966 and having its registered
> office at Medius, 60 Pacific Quay, Glasgow, G51 1DZ.
>
>
> ****************************************************************************
> This e-mail (and any attachment) is intended only for the attention of
> the addressee(s). Its unauthorised use, disclosure, storage or copying
> is not permitted. If you are not the intended recipient, please destroy
> all copies and inform the sender by return e-mail.
> This e-mail (whether you are the sender or the recipient) may be
> monitored, recorded and retained by BiP Solutions Ltd.
> E-mail monitoring/ blocking software may be used, and e-mail content may
> be read at any time.You have a responsibility to ensure laws are not
> broken when composing or forwarding e-mails and their contents.
>
> ****************************************************************************
>
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From nelson.mike at gmail.com  Fri Apr 22 15:57:03 2011
From: nelson.mike at gmail.com (Mike Nelson)
Date: Fri, 22 Apr 2011 14:57:03 -0500
Subject: [rt-users] RT-Users Digest, Vol 85, Issue 79
In-Reply-To: <mailman.2581.1303495393.17434.rt-users@lists.bestpractical.com>
References: <mailman.2581.1303495393.17434.rt-users@lists.bestpractical.com>
Message-ID: <BANLkTin9cFoeiLPYihqXSO80q4eH+ZOBGQ@mail.gmail.com>

Thanks for the response Kenn. I agree with you about the user groups for
administering each queue big time saver. The pronlem I have is that I cannot
get the "Configuration" menu option to appear with a user who has queue
admin rights. I need that Configuration menu item to drill down to allow him
to make customer fields in this queue only. Make sense?
 --Mike--



On Fri, Apr 22, 2011 at 1:03 PM,
<rt-users-request at lists.bestpractical.com>wrote:

> Send RT-Users mailing list submissions to
>        rt-users at lists.bestpractical.com
>
> To subscribe or unsubscribe via the World Wide Web, visit
>        http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> or, via email, send a message with subject or body 'help' to
>        rt-users-request at lists.bestpractical.com
>
> You can reach the person managing the list at
>        rt-users-owner at lists.bestpractical.com
>
> When replying, please edit your Subject line so it is more specific
> than "Re: Contents of RT-Users digest..."
>
>
> Today's Topics:
>
>   1. "Create a custom field for your queue" (Mike Nelson)
>   2. Re: "Create a custom field for your queue" (Kenneth Crocker)
>   3. Re: Handling a ticket that contains MANY comments....
>      (Kenneth Crocker)
>
>
> ----------------------------------------------------------------------
>
> Message: 1
> Date: Fri, 22 Apr 2011 12:53:42 -0500
> From: Mike Nelson <nelson.mike at gmail.com>
> To: RT-Users at lists.bestpractical.com
> Subject: [rt-users] "Create a custom field for your queue"
> Message-ID: <BANLkTi=kwDmiffZrL5wKbuxFMqov+=p8=w at mail.gmail.com>
> Content-Type: text/plain; charset="iso-8859-1"
>
> I am using RT 3.8.7 and I need to have one user able to fully administer
> only one queue. Specifically, I am interested in that administrator being
> able to create custom fields in one queue only (not globally) and I do not
> want to give this user access for general system wide admin privledges. I
> have given this user queue admin privledges and according to the informaton
> I have found, he should now be able to have access. Still, at this point,
> the Configuration menu option does not appear in this users menu.
>
> Below I have included the links that lead me to believe this is possible.
> Any help would be appritiated!!
>
> http://kb.mit.edu/confluence/pages/viewpage.action?pageId=3908111
> **
> http://kb.mit.edu/confluence/display/ist/RT+Queue+Administrator%27s+Guide
> (Section:  "Create a custom field for your queue")
>
> Thanks in advance!
> --
>  --Mike
> -------------- next part --------------
> An HTML attachment was scrubbed...
> URL: <
> http://lists.bestpractical.com/pipermail/rt-users/attachments/20110422/a59960ca/attachment-0001.html
> >
>
> ------------------------------
>
> Message: 2
> Date: Fri, 22 Apr 2011 11:00:05 -0700
> From: Kenneth Crocker <kfcrocker at lbl.gov>
> To: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] "Create a custom field for your queue"
> Message-ID: <BANLkTimGWBWo6XZCqcabSt6bWsqdfFpspw at mail.gmail.com>
> Content-Type: text/plain; charset="iso-8859-1"
>
> Mike,
>
> I'd recommend creating a group for such privileges. That way you do not
> have
> to keep track of individual users and maintain them at such a granular
> level. Groups can have users added/deleted from them all at once, instead
> of
> going to each individual user to make changes. Less work. Unless, of
> course,
> you only have very few users on the system.
>
> Kenn
> LBNL
>
> On Fri, Apr 22, 2011 at 10:53 AM, Mike Nelson <nelson.mike at gmail.com>
> wrote:
>
> > I am using RT 3.8.7 and I need to have one user able to fully administer
> > only one queue. Specifically, I am interested in that administrator being
> > able to create custom fields in one queue only (not globally) and I do
> not
> > want to give this user access for general system wide admin privledges. I
> > have given this user queue admin privledges and according to the
> informaton
> > I have found, he should now be able to have access. Still, at this point,
> > the Configuration menu option does not appear in this users menu.
> >
> > Below I have included the links that lead me to believe this is possible.
> > Any help would be appritiated!!
> >
> > http://kb.mit.edu/confluence/pages/viewpage.action?pageId=3908111
> > **
> >
> http://kb.mit.edu/confluence/display/ist/RT+Queue+Administrator%27s+Guide
> > (Section:  "Create a custom field for your queue")
> >
> > Thanks in advance!
> > --
> >  --Mike
> >
> -------------- next part --------------
> An HTML attachment was scrubbed...
> URL: <
> http://lists.bestpractical.com/pipermail/rt-users/attachments/20110422/c629f16d/attachment-0001.html
> >
>
> ------------------------------
>
> Message: 3
> Date: Fri, 22 Apr 2011 11:03:06 -0700
> From: Kenneth Crocker <kfcrocker at lbl.gov>
> To: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] Handling a ticket that contains MANY
>        comments....
> Message-ID: <BANLkTi=66_25WB3U65Fj3KrOsoCFDw5uFg at mail.gmail.com>
> Content-Type: text/plain; charset="windows-1252"
>
> Chris,
>
> We don't let just anyone "SEE" Comments. We grant that right only to the
> Queue AdminCc Watcher and the ticket owner. I suspect the time cost is
> being
> caused by so many Users with that privilege.
>
> Kenn
> LBNL
>
> On Fri, Apr 22, 2011 at 7:51 AM, Steve Anderson <
> steve.anderson at bipsolutions.com> wrote:
>
> >  It?s all part of the links section of a ticket.
> >
> >
> >
> > In an instance like that, each person could have the main ticket open,
> then
> > hit the ?create? link next to the ?children:? heading. That?ll open up a
> > regular ticket creation window. When the main ticket is viewed, the list
> of
> > all the children will show up on it. Each child will show the original as
> > the parent.
> >
> >
> >
> > Each child ticket is a ticket in its own right, so for reporting
> purposes,
> > they can be handled separately.
> >
> >
> >
> >
> >
> > Steve Anderson
> >
> >
> >
> > *From:* Chris Hall [mailto:hiro24 at gmail.com]
> > *Sent:* 22 April 2011 15:45
> > *To:* Steve Anderson
> > *Cc:* rt-users
> > *Subject:* Re: [rt-users] Handling a ticket that contains MANY
> > comments....
> >
> >
> >
> > Could you elaborate on the child ticket?  The way we handle things
> usually
> > is we have a ticket for each customer, and update it if they call in.  In
> > this case though, it was all about turnover, and getting everything
> logged
> > quickly, so they didn't want to have to bother with looking up a
> customer's
> > ticket to log it.  They wanted a way to very quickly put a comment
> somewhere
> > that "yes, somebody called" so they could move on to the next phone call
> in
> > queue (which was a deep queue btw). They want to make sure they log
> > "something" b/c at the end of the month they try to match up how many
> > comments they made on RT verses how many calls they took, for quality
> > checking purposes, etc..
> >
> >
> >
> > I never really messed with child ticket functionality, how exactly does
> it
> > work?
> >
> > On Fri, Apr 22, 2011 at 10:35 AM, Steve Anderson <
> > steve.anderson at bipsolutions.com> wrote:
> >
> > Or use the child ticket functionality? Though that will increase the
> number
> > of tickets in the system.
> >
> >
> >
> >
> >
> > Steve Anderson
> >
> >
> >
> > *From:* rt-users-bounces at lists.bestpractical.com [mailto:
> > rt-users-bounces at lists.bestpractical.com] *On Behalf Of *Chris Hall
> > *Sent:* 22 April 2011 15:33
> > *To:* rt-users
> > *Subject:* [rt-users] Handling a ticket that contains MANY comments....
> >
> >
> >
> > Hello all,
> >
> >
> >
> > Question:  How should I best handle a ticket with multiple comments?  By
> > multiple, I mean 400+.
> >
> >
> >
> > Here's the background.  Our helpdesk had to deal w/ a widespread outage.
> >  Tons upon tons of ppl were calling in for the entire day.  They decided
> > they needed to log all these calls, so they created on ticket, named for
> > this example "outage".  Everytime someone called in, they would open the
> > "outage" ticket and put a quick "advised user of outage" in the ticket.
> >  However, once the ticket started growing into the hundreds of comments,
> it
> > would nearly lock the server up when someone would access it.  The CPU
> would
> > peg out while the page was loaded, which would take roughly 2 minutes...
> and
> > with probably a new person trying to access the ticket every 15 seconds,
> you
> > could see how this was a problem.  It brought the entire ticketing system
> to
> > something of a standstill.
> >
> >
> >
> > My question to you guys is how do I avoid something like this moving
> > forward in the future?  I found this:
> >
> >
> >
> >
> >
> http://search.cpan.org/~ruz/RT-Extension-ViaLink-UpdateTicket-0.02/lib/RT/Extension/ViaLink/UpdateTicket.pm
> >
> >
> >
> > and was thinking it would resolve the problem, if I can format the link
> it
> > talks about to just update the ticket w/o trying to load/render a several
> > hundred line ticket.. what are your thoughts?  Would this work?
> >
> >
> >   ------------------------------
> >
> > This email has been scanned by Netintelligence
> > http://www.netintelligence.com/email
> >  ------------------------------
> >
> >
> >  ------------------------------
> >
> > BiP Solutions Limited is a company registered in Scotland with Company
> > Number SC086146 and VAT number 383030966 and having its registered
> > office at Medius, 60 Pacific Quay, Glasgow, G51 1DZ.
> >
> >
> >
> ****************************************************************************
> > This e-mail (and any attachment) is intended only for the attention of
> > the addressee(s). Its unauthorised use, disclosure, storage or copying
> > is not permitted. If you are not the intended recipient, please destroy
> > all copies and inform the sender by return e-mail.
> > This e-mail (whether you are the sender or the recipient) may be
> > monitored, recorded and retained by BiP Solutions Ltd.
> > E-mail monitoring/ blocking software may be used, and e-mail content may
> > be read at any time.You have a responsibility to ensure laws are not
> > broken when composing or forwarding e-mails and their contents.
> >
> >
> ****************************************************************************
> >
> >
> >
> >
> >  ------------------------------
> >
> > This email has been scanned by Netintelligence
> > http://www.netintelligence.com/email
> >  ------------------------------
> >
> > ------------------------------
> > BiP Solutions Limited is a company registered in Scotland with Company
> > Number SC086146 and VAT number 383030966 and having its registered
> > office at Medius, 60 Pacific Quay, Glasgow, G51 1DZ.
> >
> >
> >
> ****************************************************************************
> > This e-mail (and any attachment) is intended only for the attention of
> > the addressee(s). Its unauthorised use, disclosure, storage or copying
> > is not permitted. If you are not the intended recipient, please destroy
> > all copies and inform the sender by return e-mail.
> > This e-mail (whether you are the sender or the recipient) may be
> > monitored, recorded and retained by BiP Solutions Ltd.
> > E-mail monitoring/ blocking software may be used, and e-mail content may
> > be read at any time.You have a responsibility to ensure laws are not
> > broken when composing or forwarding e-mails and their contents.
> >
> >
> ****************************************************************************
> >
> -------------- next part --------------
> An HTML attachment was scrubbed...
> URL: <
> http://lists.bestpractical.com/pipermail/rt-users/attachments/20110422/65aa1c04/attachment.html
> >
>
> ------------------------------
>
> _______________________________________________
> RT-Users mailing list
> RT-Users at lists.bestpractical.com
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
>
> End of RT-Users Digest, Vol 85, Issue 79
> ****************************************
>
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From tjrc at sanger.ac.uk  Sat Apr 23 04:51:31 2011
From: tjrc at sanger.ac.uk (Tim Cutts)
Date: Sat, 23 Apr 2011 09:51:31 +0100
Subject: [rt-users] Handling a ticket that contains MANY comments
In-Reply-To: <mailman.2576.1303483477.17434.rt-users@lists.bestpractical.com>
References: <mailman.2576.1303483477.17434.rt-users@lists.bestpractical.com>
Message-ID: <C404AD62-3AC0-43EB-A2E7-04447B426C35@sanger.ac.uk>


On 22 Apr 2011, at 15:44, rt-users-request at lists.bestpractical.com wrote:

> Hello all,
> 
> Question:  How should I best handle a ticket with multiple comments?  By multiple, I mean 400+.
> 
> Here's the background.  Our helpdesk had to deal w/ a widespread outage.  Tons upon tons of ppl were calling in for the entire day.  They decided they needed to log all these calls, so they created on ticket, named for this example "outage".  Everytime someone called in, they would open the "outage" ticket and put a quick "advised user of outage" in the ticket.  However, once the ticket started growing into the hundreds of comments, it would nearly lock the server up when someone would access it.  The CPU would peg out while the page was loaded, which would take roughly 2 minutes... and with probably a new person trying to access the ticket every 15 seconds, you could see how this was a problem.  It brought the entire ticketing system to something of a standstill.  
> 
> My question to you guys is how do I avoid something like this moving forward in the future?

I hit the same problem a few months ago.  I came up with a patch which helps with one slightly inefficient part of the code.  Jesse has already taken the patch into 3.9/4.0, but it isn't in 3.8.x.  The mailing list post which details the patch is here:

http://lists.bestpractical.com/pipermail/rt-users/2010-September/066454.html

You should find it helps a lot with these large tickets.  I had some tickets with more than 2000 transactions which were impossible to view before this patch was put in place.

Tim

-- 
 The Wellcome Trust Sanger Institute is operated by Genome Research 
 Limited, a charity registered in England with number 1021457 and a 
 company registered in England with number 2742969, whose registered 
 office is 215 Euston Road, London, NW1 2BE. 


From pofish at ucdavis.edu  Mon Apr 25 02:13:49 2011
From: pofish at ucdavis.edu (Patrick Fish)
Date: Mon, 25 Apr 2011 06:13:49 +0000
Subject: [rt-users] New ticket and attachment problem
Message-ID: <873ED6C06F16FB488AD515751086ADAA25065A1F@Mailbox.compmed.ucdavis.edu>

Hello,

We're using 3.8.10 and I'm trying to troubleshoot a problem that occurs when we create a new ticket within RT. Everything appears fine within RT, but it seems like RT only sends out the "AutoReply" scrip and doesn't send an actual email that contains the attachment to the requestor we specify in RT.

Can this behavior be changed?

Thanks,
Patrick
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From trs at bestpractical.com  Mon Apr 25 09:24:22 2011
From: trs at bestpractical.com (Thomas Sibley)
Date: Mon, 25 Apr 2011 09:24:22 -0400
Subject: [rt-users] RT-Users Digest, Vol 85, Issue 79
In-Reply-To: <BANLkTin9cFoeiLPYihqXSO80q4eH+ZOBGQ@mail.gmail.com>
References: <mailman.2581.1303495393.17434.rt-users@lists.bestpractical.com>
	<BANLkTin9cFoeiLPYihqXSO80q4eH+ZOBGQ@mail.gmail.com>
Message-ID: <4DB57606.9030200@bestpractical.com>

On 04/22/2011 03:57 PM, Mike Nelson wrote:
> Thanks for the response Kenn. I agree with you about the user groups for
> administering each queue big time saver. The pronlem I have is that I
> cannot get the "Configuration" menu option to appear with a user who has
> queue admin rights. I need that Configuration menu item to drill down to
> allow him to make customer fields in this queue only. Make sense?
>  --Mike--

Grant ShowConfigTab.

Thomas


From todd at chaka.net  Mon Apr 25 11:12:34 2011
From: todd at chaka.net (Todd Chapman)
Date: Mon, 25 Apr 2011 11:12:34 -0400
Subject: [rt-users] Why does SeeCustomField and ModifyCustomField show
 up in Queue group rights?
In-Reply-To: <BANLkTikZgJ2XqvTS_m29UpkT4mkdVb2xag@mail.gmail.com>
References: <BANLkTikZgJ2XqvTS_m29UpkT4mkdVb2xag@mail.gmail.com>
Message-ID: <BANLkTinJ2eLtOumxjygA5GN2DefW2ugbUA@mail.gmail.com>

Can anyone else weigh in on this? Is this a bug? Thanks!

On Wed, Apr 20, 2011 at 8:17 PM, Todd Chapman <todd at chaka.net> wrote:
> I noticed that SeeCustomField and ModifyCustomField show up when
> editing group rights for a specific queue, and also when editing
> global RTFM class group rights.
>
> My understanding is that the ability to see a custom field is a
> combination of having SeeCustomField on the custom field itself, and
> also being able to see the object that the custom field is assigned
> to. Similar case for ModifyCustomField.
>
> Is my understanding correct, and if so doesn't it make it pointless to
> have these rights for individual queues or globally for RTFM classes?
>
> Thanks.
>
> -Todd
>


From kfcrocker at lbl.gov  Mon Apr 25 12:24:09 2011
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Mon, 25 Apr 2011 09:24:09 -0700
Subject: [rt-users] New ticket and attachment problem
In-Reply-To: <873ED6C06F16FB488AD515751086ADAA25065A1F@Mailbox.compmed.ucdavis.edu>
References: <873ED6C06F16FB488AD515751086ADAA25065A1F@Mailbox.compmed.ucdavis.edu>
Message-ID: <BANLkTimMfw=fR3-KaiaLyoj=-Lh6+7V1aQ@mail.gmail.com>

Patrick,

Is the "RT-Attach-Message: yes" command in the template?

Kenn
LBNL

On Sun, Apr 24, 2011 at 11:13 PM, Patrick Fish <pofish at ucdavis.edu> wrote:

>  Hello,
>
>
>
> We?re using 3.8.10 and I?m trying to troubleshoot a problem that occurs
> when we create a new ticket within RT. Everything appears fine within RT,
> but it seems like RT only sends out the ?AutoReply? scrip and doesn?t send
> an actual email that contains the attachment to the requestor we specify in
> RT.
>
>
>
> Can this behavior be changed?
>
>
>
> Thanks,
>
> Patrick
>
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From pofish at ucdavis.edu  Mon Apr 25 12:43:06 2011
From: pofish at ucdavis.edu (Patrick Fish)
Date: Mon, 25 Apr 2011 16:43:06 +0000
Subject: [rt-users] New ticket and attachment problem
In-Reply-To: <BANLkTimMfw=fR3-KaiaLyoj=-Lh6+7V1aQ@mail.gmail.com>
References: <873ED6C06F16FB488AD515751086ADAA25065A1F@Mailbox.compmed.ucdavis.edu>
	<BANLkTimMfw=fR3-KaiaLyoj=-Lh6+7V1aQ@mail.gmail.com>
Message-ID: <873ED6C06F16FB488AD515751086ADAA2506C039@Mailbox.compmed.ucdavis.edu>

This did the trick. Thanks, Kenn!

Patrick


From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kenneth Crocker
Sent: Monday, April 25, 2011 9:24 AM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] New ticket and attachment problem

Patrick,

Is the "RT-Attach-Message: yes" command in the template?

Kenn
LBNL
On Sun, Apr 24, 2011 at 11:13 PM, Patrick Fish <pofish at ucdavis.edu<mailto:pofish at ucdavis.edu>> wrote:
Hello,

We're using 3.8.10 and I'm trying to troubleshoot a problem that occurs when we create a new ticket within RT. Everything appears fine within RT, but it seems like RT only sends out the "AutoReply" scrip and doesn't send an actual email that contains the attachment to the requestor we specify in RT.

Can this behavior be changed?

Thanks,
Patrick

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From brahim.sakka at gmail.com  Mon Apr 25 13:35:49 2011
From: brahim.sakka at gmail.com (Brahim Sakka)
Date: Mon, 25 Apr 2011 18:35:49 +0100
Subject: [rt-users] How to add a signature to "respond" emails
Message-ID: <BANLkTinYXuFqhZaRV+8LrBdj3Xf8YTArWQ@mail.gmail.com>

Hi everyone,

I want to add a signature to every email that RT sends when *responding* to
a ticket. Any idea how to do so?

Thanks in advance!

--
Regards,
Brahim
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From brahim.sakka at gmail.com  Mon Apr 25 14:17:30 2011
From: brahim.sakka at gmail.com (Brahim Sakka)
Date: Mon, 25 Apr 2011 19:17:30 +0100
Subject: [rt-users] How to add a signature to "respond" emails
In-Reply-To: <BANLkTinYXuFqhZaRV+8LrBdj3Xf8YTArWQ@mail.gmail.com>
References: <BANLkTinYXuFqhZaRV+8LrBdj3Xf8YTArWQ@mail.gmail.com>
Message-ID: <BANLkTimwEwktO+6kbMzHLeykuh9o7HCufA@mail.gmail.com>

Anyone knows what template (if any) is used when responding to a ticket?

2011/4/25 Brahim Sakka <brahim.sakka at gmail.com>

> Hi everyone,
>
> I want to add a signature to every email that RT sends when *responding*to a ticket. Any idea how to do so?
>
> Thanks in advance!
>
> --
> Regards,
> Brahim
>
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From af at genevainformation.ch  Mon Apr 25 14:42:36 2011
From: af at genevainformation.ch (Alexander Finger)
Date: Mon, 25 Apr 2011 20:42:36 +0200
Subject: [rt-users] How to add a signature to "respond" emails
In-Reply-To: <BANLkTimwEwktO+6kbMzHLeykuh9o7HCufA@mail.gmail.com>
References: <BANLkTinYXuFqhZaRV+8LrBdj3Xf8YTArWQ@mail.gmail.com>
	<BANLkTimwEwktO+6kbMzHLeykuh9o7HCufA@mail.gmail.com>
Message-ID: <BANLkTikkfBD6WSdVE=MHNNH9uS_rUieDnw@mail.gmail.com>

> Anyone knows what template (if any) is used when responding to a ticket?

Correspondence?

Please take the time to understand how the tool works - your question
shows that you did not do that yet. It's worth it.


-- 

Netzwerkmanagement mit OpenNMS: http://www.dpunkt.de/buecher/3194.html


From brahim.sakka at gmail.com  Mon Apr 25 18:04:35 2011
From: brahim.sakka at gmail.com (Brahim Sakka)
Date: Mon, 25 Apr 2011 23:04:35 +0100
Subject: [rt-users] Request Tracker web UI logs out after Respond,
	Resolve and Take actions
Message-ID: <BANLkTinz7rzftRMoW5FbpiU4D3FO3KQOjw@mail.gmail.com>

The RT web interface logs out whenever I hit the "update ticket" button when
responding; commenting, resolving , etc.

Is this normal behavior? And if not how can I fix it?

Thanks,

--
Brahim
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From ami at portaone.com  Tue Apr 26 02:08:19 2011
From: ami at portaone.com (Igor Melnichuk)
Date: Tue, 26 Apr 2011 09:08:19 +0300
Subject: [rt-users] Handling a ticket that contains MANY comments
In-Reply-To: <C404AD62-3AC0-43EB-A2E7-04447B426C35@sanger.ac.uk>
References: <mailman.2576.1303483477.17434.rt-users@lists.bestpractical.com>
	<C404AD62-3AC0-43EB-A2E7-04447B426C35@sanger.ac.uk>
Message-ID: <4DB66153.8050301@portaone.com>


Some time ago for this case I have gotten the following Perl optimization:
      small ticket (1-3 comments)  ~3-7% speed-up
      large ticket  ~38-39%  speed-up
      huge ticket   ~45-47%  speed-up

So, I got an average of 35% speed-up per ticket as they are usually large.
Main points - avoid needless iterations in grep/map cycles and avoid 
needless $Transaction->Id() calls (it was done using hashes).

Perhaps it will be helpful for someone

Base RT version: 3.8.4
Modified ShowHistory file is attached and here is the diff:

diff -u /usr/local/rt3/share/html/Ticket/Elements/ShowHistory 
/usr/local/rt3/local/html/Ticket/Elements/ShowHistory
--- /usr/local/rt3/share/html/Ticket/Elements/ShowHistory 2010-09-06 
10:31:37.000000000 +0300
+++ /usr/local/rt3/local/html/Ticket/Elements/ShowHistory 2011-04-12 
15:28:44.000000000 +0300
@@ -82,10 +82,31 @@

   <div id="ticket-history">
   <%perl>
-my @attachments = @{$Attachments->ItemsArrayRef()};
-my @attachment_content = @{$AttachmentContent->ItemsArrayRef()};
+my $attachments = \@{ $Attachments->ItemsArrayRef() };
+my $attachment_content = \@{ $AttachmentContent->ItemsArrayRef() };

-while ( my $Transaction = $Transactions->Next ) {
+my %attachments_hash = ();
+my %attachment_content_hash = ();
+
+for (my $i = 0; $i <= scalar(@{$attachments}); $i++) {
+       next unless ($attachments->[$i]);
+       my $attach_transactionId = $attachments->[$i]->TransactionId();
+       if ( $attachments_hash{ $attach_transactionId } ) {
+               my $j = scalar( @{$attachments_hash{ 
$attach_transactionId }} );
+               $attachments_hash{ $attach_transactionId }[$j] = 
$attachments->[$i];
+       } else {
+               $attachments_hash{ $attach_transactionId }[0] = 
$attachments->[$i];
+       }
+}
+
+for (my $i = 0; $i <= scalar(@{$attachment_content}); $i++) {
+       next unless ($attachment_content->[$i]);
+       my $attach_cont_transactionId = 
$attachment_content->[$i]->TransactionId();
+       $attachment_content_hash{ $attach_cont_transactionId }[0] = 
$attachment_content->[$i]->Id();
+       $attachment_content_hash{ $attach_cont_transactionId }[1] = 
$attachment_content->[$i];
+}
+
+while ( my $Transaction = $Transactions->Next() ) {
       my $skip = 0;
       $m->callback(
           %ARGS,
@@ -96,16 +117,17 @@
       next if $skip;

       $i++;
-
-    my @trans_attachments = grep { $_->TransactionId == 
$Transaction->Id } @attachments;
+    my $transaction_id = $Transaction->Id();
+
+       my @trans_attachments = @{ $attachments_hash{ $transaction_id } 
} if ($attachments_hash{ $transaction_id });

       my $trans_content = {};
-    grep { ($_->TransactionId == $Transaction->Id ) && 
($trans_content->{$_->Id} = $_)  } @attachment_content;
+    $trans_content->{ $attachment_content_hash{ $transaction_id }[0] } 
= $attachment_content_hash{ $transaction_id }[1];


       my $IsLastTransaction = 0;
       if ( $OldestFirst ) {
-        $IsLastTransaction = $Transactions->IsLast;
+        $IsLastTransaction = $Transactions->IsLast();
       } else {
           $IsLastTransaction = 1 if ( $i == 1 );
       }
@@ -128,6 +150,8 @@
   $m->flush_buffer();
   }

+%attachments_hash = ();
+%attachment_content_hash = ();
   </%perl>
   </div>
   % if ($ShowDisplayModes or $ShowTitle) {
@@ -138,13 +162,29 @@
   my $Transactions = new RT::Transactions($session{'CurrentUser'});
   if ($Tickets) {
       while (my $t = $Tickets->Next) {
-        $Transactions->LimitToTicket($t->id);
+        if ( $t->id == $Ticket->id ) {
+            #$Transactions->LimitToTicket($t->id);
+            my $trs = RT::Transactions->new( $session{'CurrentUser'} );
+            $trs->LimitToTicket( $t->id );
+            $trs->LimitToTicket($t->id);
+            while ( my $tr = $trs->Next ) {
+                $Transactions->Limit( FIELD => 'id', VALUE => $tr->id, 
ENTRYAGGREGATOR => 'OR' );
+            }
+        } else {
+            my $trs = RT::Transactions->new( $session{'CurrentUser'} );
+            $trs->LimitToTicket( $t->id );
+            $trs->Limit( FIELD => 'Type', VALUE => 'Create', 
ENTRYAGGREGATOR => 'OR' );
+            $trs->Limit( FIELD => 'Type', VALUE => 'Correspond', 
ENTRYAGGREGATOR => 'OR' );
+            #$trs->Limit( FIELD => 'Type', VALUE => 'EmailRecord', 
ENTRYAGGREGATOR => 'OR' );
+            while ( my $tr = $trs->Next ) {
+                $Transactions->Limit( FIELD => 'id', VALUE => $tr->id, 
ENTRYAGGREGATOR => 'OR' );
+            }
+        }
       }
   } else {
       $Transactions = $Ticket->Transactions;
   }

-
   my $OldestFirst = RT->Config->Get( 'OldestTransactionsFirst', 
$session{'CurrentUser'} );
   my $SortOrder = $OldestFirst? 'ASC': 'DESC';
   $Transactions->OrderByCols( { FIELD => 'Created',




-- 
Yours sincerely,

Igor Melnichuk
PortaOne, Inc.

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From fireskyer at gmx.de  Tue Apr 26 04:44:19 2011
From: fireskyer at gmx.de (john s.)
Date: Tue, 26 Apr 2011 01:44:19 -0700 (PDT)
Subject: [rt-users] RT-Authen-ExternalAuth-0.08 which packages i need for
In-Reply-To: <BANLkTikbi+wYQeqrPzNp1_4=P9a0hicntQ@mail.gmail.com>
References: <001301cbf9e4$5d35fcb0$17a1f610$@com>
	<000001cbfdcc$3137d750$93a785f0$@com>
	<5857_1303134817_4DAC4261_5857_38_1_OF3BE451CC.5D7ABBE7-ONC1257876.004C2B95-C1257876.004C50F9@sagemcom.com>
	<31425121.post@talk.nabble.com> <31438804.post@talk.nabble.com>
	<31448102.post@talk.nabble.com>
	<BANLkTikzv=zn6qAkO7jnzn6Yg6=mYeeNDQ@mail.gmail.com>
	<31450244.post@talk.nabble.com>
	<BANLkTikbi+wYQeqrPzNp1_4=P9a0hicntQ@mail.gmail.com>
Message-ID: <31476578.post@talk.nabble.com>


Turn your RT debug logging on and check that log to see what it's doing.#

Hello mike the rt.log says the following:

username: USER , service: My_LDAP
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:274)pr
26 06:58:11 2011] [debug]: LDAP Search ===  Base:
ou=User,dc=xxx,dc=xxx,dc=local == Filter:
(&(ObjectClass=*)(sAMAccountName=User)) == Attrs: cn,sAMAccountName
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:304)
[Tue Apr 26 06:58:11 2011] [debug]: User Check Failed :: ( My_LDAP ) USER
User not found
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:318)


So sth goes awry 

Any further  hints,clues or advices would be helpfully 


best regards john s. 


-- 
View this message in context: http://old.nabble.com/Re%3A-RT-Authen-ExternalAuth-0.08-which-packages-i-need-for-tp31388437p31476578.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.



From ruslan.zakirov at gmail.com  Tue Apr 26 04:49:48 2011
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Tue, 26 Apr 2011 14:49:48 +0600
Subject: [rt-users] Why does SeeCustomField and ModifyCustomField show
 up in Queue group rights?
In-Reply-To: <BANLkTinJ2eLtOumxjygA5GN2DefW2ugbUA@mail.gmail.com>
References: <BANLkTikZgJ2XqvTS_m29UpkT4mkdVb2xag@mail.gmail.com>
	<BANLkTinJ2eLtOumxjygA5GN2DefW2ugbUA@mail.gmail.com>
Message-ID: <BANLkTikGecpW4yFVX9woZ5XsDQ78sNbvHQ@mail.gmail.com>

These rights allow user to see/modify all cfs applied to the queue.

Regards, Ruslan. From phone.
25.04.2011 21:13 ???????????? "Todd Chapman" <todd at chaka.net> ???????:
> Can anyone else weigh in on this? Is this a bug? Thanks!
>
> On Wed, Apr 20, 2011 at 8:17 PM, Todd Chapman <todd at chaka.net> wrote:
>> I noticed that SeeCustomField and ModifyCustomField show up when
>> editing group rights for a specific queue, and also when editing
>> global RTFM class group rights.
>>
>> My understanding is that the ability to see a custom field is a
>> combination of having SeeCustomField on the custom field itself, and
>> also being able to see the object that the custom field is assigned
>> to. Similar case for ModifyCustomField.
>>
>> Is my understanding correct, and if so doesn't it make it pointless to
>> have these rights for individual queues or globally for RTFM classes?
>>
>> Thanks.
>>
>> -Todd
>>
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From walid.haider at movensis.com  Tue Apr 26 06:38:49 2011
From: walid.haider at movensis.com (Walid Haider)
Date: Tue, 26 Apr 2011 11:38:49 +0100
Subject: [rt-users] Time Worked Report
In-Reply-To: <AANLkTik9g0YnxCxAnTtpxYo8TZFrUQ+igecY_W56NYG9@mail.gmail.com>
References: <81579A7D7E41FC44AFD2FB9D8AD8C8826615B2F5ED@mov-srv-central>
	<AANLkTi=y=62ybicKqa=Ra3w_FOsDaEcV_sfKsm07kYP+@mail.gmail.com>
	<81579A7D7E41FC44AFD2FB9D8AD8C8826615B2F659@mov-srv-central>
	<AANLkTi=DyEt7nF_rjnDFaGgBTxZKtk=AfgbvmK5OEhNe@mail.gmail.com>
	<81579A7D7E41FC44AFD2FB9D8AD8C8826615B2F6AE@mov-srv-central>
	<5449CCBC692C3F4487D51490BF52A5FE0150C1CF@WIN03.ad.deltamanagement.se>
	<81579A7D7E41FC44AFD2FB9D8AD8C8826615B2F6B2@mov-srv-central>
	<AANLkTikXKTTMOD871tFqFP6Be4v3aKq5iKQT60a6mLgJ@mail.gmail.com>
	<AANLkTi=C0PNPAvYa2Sm6j1n_wxfO7bjEow8h+pgY7Ysi@mail.gmail.com>
	<AANLkTik4Jo9S48LDX1TpOcPEAzBadh+oLk3M3C8F-+9K@mail.gmail.com>
	<81579A7D7E41FC44AFD2FB9D8AD8C8826615B2F704@mov-srv-central>
	<AANLkTik9g0YnxCxAnTtpxYo8TZFrUQ+igecY_W56NYG9@mail.gmail.com>
Message-ID: <81579A7D7E41FC44AFD2FB9D8AD8C882661B3AB5B3@mov-srv-central>

Hi Kenn,

Thanks for all the help - I finally managed to implement the Time Worked Report - the problem was when I copied the code for SelectMultiQueue from http://requesttracker.wikia.com/wiki/TimeWorkedReport, I did not realize there was a blank space for each line.

Regards,
Walid

From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kenneth Crocker
Sent: quinta-feira, 31 de Mar?o de 2011 18:35
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Time Worked Report

Walid,

In step 4, you don't mention editing the "Tabs" file with the changes specified in the instructions.

In steps 5 & 6, those files should have been moved to usr/share/rt3/local/html/Tools/Reports.

1) The "Tabs" and "index.html" files must be modified & kept in-sync in order to see the option in the "Tabs" heading. That certainly explains why they both have the same paths for the same reports. You should compare the code between those two and make sure they look exactly like they should, according to the instructions.

2) The "TimeWorkedReport.html" file has to be where the "Tabs" and "index.html" files are pointing to within the "path" shown.

Moving these files around to other directories will just frustrate you more and distract you away from de-bugging the real problem.

If this doesn't work, send me a list of the modified code for "Tabs" and "index.html".

Kenn
LBNL
On Thu, Mar 31, 2011 at 1:18 AM, Walid Haider <walid.haider at movensis.com<mailto:walid.haider at movensis.com>> wrote:
Hi Kenn,

Thanks for the tip regarding RT $home, I will definitely consider it.

I must be missing something, as I cannot see the Time Worked Report option on the menu.

This is what I did:


1.       Created a local directory within /usr/share/rt3, and then created the /usr/share/rt3/local/html and /usr/share/rt3/local/html/Elements directories.



2.       Created the new file SelectMultiQueue (with the relevant content) within /usr/share/rt3/local/html/Elements



3.       Created .../rt3/local/Tools, .../rt3/local/Tools/Reports, and .../rt3/local/Tools/Reports/Elements directories



4.       Copied the Tabs file from /usr/share/rt3/html/Tools/Reports/Elements/Tabs to .../rt3/local/Tools/Reports/Elements



5.       Copied the index.html file from /usr/share/rt3/html/Tools/Reports/index.html to .../rt3/local/Tools/ and edited the file accordingly



6.       Created the TimeWorkedReport.html  (with the relevant content) file in .../rt3/local/Tools/



7.       I restarted httpd and logged into RT, but could not see  the Timed Worked Report option on the menu


I then tried moving the index.html and TimeWorkedReport.html files from /usr/share/rt3/local/html/Tools/Reports into /usr/share/rt3/local/html/Tools/. But after restarting httpd, I still could not see the Time Worked Report.

Finally, I tried creating the local directory in /usr and the rt3 directory within it (/usr/local/rt3). I then moved the entire html directory, created in 1. (above), to /usr/local/rt3. But again, after restarting httpd I could not see the Time Worked Report.

Thanks in advance,
Walid







From: rt-users-bounces at lists.bestpractical.com<mailto:rt-users-bounces at lists.bestpractical.com> [mailto:rt-users-bounces at lists.bestpractical.com<mailto:rt-users-bounces at lists.bestpractical.com>] On Behalf Of Kenneth Crocker
Sent: ter?a-feira, 29 de Mar?o de 2011 16:42

To: rt-users at lists.bestpractical.com<mailto:rt-users at lists.bestpractical.com>
Subject: Re: [rt-users] Time Worked Report

Opps, that was supposed to be /local/html/Tools/Report. Sorry.

Kenn
On Tue, Mar 29, 2011 at 8:39 AM, Kenneth Crocker <kfcrocker at lbl.gov<mailto:kfcrocker at lbl.gov>> wrote:
Walid,

Also, we used to have a different $home than /opt/rt3/ (in Solaris) and it caused endless problems when trying to implement extensions. We decided to just go to opt/rt3 and put it in VM and we've been sailing smoothly ever since. Just a thought for you to consider.

Kenn
LBNL

On Tue, Mar 29, 2011 at 8:37 AM, Kenneth Crocker <kfcrocker at lbl.gov<mailto:kfcrocker at lbl.gov>> wrote:
Walid,

Well, Wherever you have the .../Tools/Report/... you will need a .../local/Tools/Report/ version to put "TimeWorkedReport".

Kenn
LBNL

On Tue, Mar 29, 2011 at 7:00 AM, Walid Haider <walid.haider at movensis.com<mailto:walid.haider at movensis.com>> wrote:
Hi Johan,

No, I do not. Should I go ahead and create it  and then follow Kenn's instructions?


Regards,
Walid

From: rt-users-bounces at lists.bestpractical.com<mailto:rt-users-bounces at lists.bestpractical.com> [mailto:rt-users-bounces at lists.bestpractical.com<mailto:rt-users-bounces at lists.bestpractical.com>] On Behalf Of Johan Sj?berg
Sent: ter?a-feira, 29 de Mar?o de 2011 14:56

To: rt-users at lists.bestpractical.com<mailto:rt-users at lists.bestpractical.com>
Subject: Re: [rt-users] Time Worked Report

Do you have a /usr/local/rt3?

/Johan

From: rt-users-bounces at lists.bestpractical.com<mailto:rt-users-bounces at lists.bestpractical.com> [mailto:rt-users-bounces at lists.bestpractical.com<mailto:rt-users-bounces at lists.bestpractical.com>] On Behalf Of Walid Haider
Sent: den 29 mars 2011 15:20
To: Kenneth Crocker; rt-users at lists.bestpractical.com<mailto:rt-users at lists.bestpractical.com>
Subject: Re: [rt-users] Time Worked Report

Kenn,

Again, thanks for the reply. As I ran a packaged install of RT 3.8.4, my $home is /usr/share/rt3. My folder structure is different compared to what you mention below, as I do not have a share directory within my RT $home.

Please advise if I should create the local  directory  within /usr/share/rt3.

Thanks,
Walid

From: rt-users-bounces at lists.bestpractical.com<mailto:rt-users-bounces at lists.bestpractical.com> [mailto:rt-users-bounces at lists.bestpractical.com<mailto:rt-users-bounces at lists.bestpractical.com>] On Behalf Of Kenneth Crocker
Sent: segunda-feira, 28 de Mar?o de 2011 17:33
To: rt-users at lists.bestpractical.com<mailto:rt-users at lists.bestpractical.com>
Subject: Re: [rt-users] Time Worked Report

Walid,

What I mean is this; it is highly recommended that any changes you make to RT code be done in a "local" version. RT will automatically look to $Home/local/.../.../ (where $home is usually opt/rt3/) for any override code that an installation may have developed. In this example (TimeWorkedReport), I copied the various /$home/share/.../... directories & files listed in the "readme' for that report into a /$home/local/.../... version/copy of those directoryies & files. I did NOT make any changes to any /share/ version of RT code. This is recommended for a couple reasons; the least of which it is easier to maintain later versions of RT without wiping out your local code (provided you keep a copy of that code). Also, industry wide for about the last 40 years, it has been considered a best practice to never mess with original code, but to provide a method that allows you to use other code instead.

So, my advice is to first; return all /share/ code to it's original state. Then create $home/local/html/Tools/Reports directories in order to copy/create the files mentioned in the "TimeWorkedReport" documentation. That's what I did:

1) If it exists,type "/opt/rt3/local/html/Elements/" <enter> otherwise, create it.
2) Copy the "delivered" file (from .../share/...) SelectQueue over to this directory with a the new name.
    A) Type "cp /opt/rt3/share/html/Elements/SelectQueue SelectMultiQueue" <enter>.
3) Replace the code in "SelectMultiQueue" with the code specified for this file from the document the "TimeWorkedReport".
4) If it exists, type "/opt/rt3/local/html/Tools/" <enter>, otherwise, create it.
5) Create new directories:
    A) Create "Reports" directory within "Tools"
    B) Get into "Reports" directory.
    C) Create "Elements" directory within "Tools/Reports"
6) Copy the "delivered" files (from .../share/...) (Tabs, index.html) over to the new directories:
    A) Copy the "Tabs" file over to "Tools/Reports/Elements":
        1) Within "Elements", type "cp /opt/rt3/share/html/Tools/Reports/Elements/Tabs ." <enter>.
        2) Go back 1 directory level to get to "/Tools/Reports".
        3) Copy the "index.html" file over to "Tools/Reports" twice:
            a) Within "Tools/Reports", type "cp /opt/rt3/share/html/Tools/index.html ." <enter>.
            b) Within "Tools/Reports", type "cp /opt/rt3/share/html/Tools/index.html TimeWorkedReport.html" <enter>.
7) Modify/Replace the code in "Tabs", "index.html" &  "TimeWorkedReport" with the code specified for these files from the document the "Time Worked Report".

Anyway, This is the procedure I followed and I had absolutely no problems AND I didn't have to worry about Production being messed up.

Also, I'm in 3.8.7 so I made sure to follow the 3.8 instructions.

Hope this helps.

Kenn
LBNL






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From raphael.mouneyres at sagemcom.com  Tue Apr 26 09:56:33 2011
From: raphael.mouneyres at sagemcom.com (=?ISO-8859-1?Q?Rapha=EBl_MOUNEYRES?=)
Date: Tue, 26 Apr 2011 15:56:33 +0200
Subject: [rt-users] RT-Authen-ExternalAuth-0.08 which packages i need for
In-Reply-To: <31476578.post@talk.nabble.com>
Message-ID: <29264_1303826297_4DB6CF78_29264_8_6_OFA02276A5.B2B24617-ONC125787E.004C5AE5-C125787E.004C971B@sagemcom.com>

Hello, the LDAP answer is clear : "User not found"

in your config you search in this Base: ou=User,dc=xxx,dc=xxx,dc=local
are you sure the xxx.xxx.local domain exist in your AD configuration ? or 
did you change company values to hide from the list ?
it looks like you don't have the good parameters between RT and your AD 
config so you can match and find the USER

Rapha?l





"john s." <fireskyer at gmx.de> 
Envoy? par : rt-users-bounces at lists.bestpractical.com
26/04/2011 10:44

A
rt-users at lists.bestpractical.com
cc

Objet
Re: [rt-users] RT-Authen-ExternalAuth-0.08 which packages i need for







Turn your RT debug logging on and check that log to see what it's doing.#

Hello mike the rt.log says the following:

username: USER , service: My_LDAP
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:274)pr
26 06:58:11 2011] [debug]: LDAP Search ===  Base:
ou=User,dc=xxx,dc=xxx,dc=local == Filter:
(&(ObjectClass=*)(sAMAccountName=User)) == Attrs: cn,sAMAccountName
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:304)
[Tue Apr 26 06:58:11 2011] [debug]: User Check Failed :: ( My_LDAP ) USER
User not found
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:318)


So sth goes awry 

Any further  hints,clues or advices would be helpfully 


best regards john s. 


-- 
View this message in context: 
http://old.nabble.com/Re%3A-RT-Authen-ExternalAuth-0.08-which-packages-i-need-for-tp31388437p31476578.html

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



#
" Ce courriel et les documents qui lui sont joints peuvent contenir des
informations confidentielles ou ayant un caract?re priv?. S'ils ne vous sont
pas destin?s, nous vous signalons qu'il est strictement interdit de les
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soit le contenu. Si ce message vous a ?t? transmis par erreur, merci d'en
informer l'exp?diteur et de supprimer imm?diatement de votre syst?me
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                               ******

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From falcone at bestpractical.com  Tue Apr 26 10:15:29 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 26 Apr 2011 10:15:29 -0400
Subject: [rt-users] "Create a custom field for your queue"
In-Reply-To: <BANLkTi=kwDmiffZrL5wKbuxFMqov+=p8=w@mail.gmail.com>
References: <BANLkTi=kwDmiffZrL5wKbuxFMqov+=p8=w@mail.gmail.com>
Message-ID: <20110426141529.GA1000@jibsheet.com>

On Fri, Apr 22, 2011 at 12:53:42PM -0500, Mike Nelson wrote:
>    I am using RT 3.8.7 and I need to have one user able to fully administer only one queue.
>    Specifically, I am interested in that administrator being able to create custom fields in one
>    queue only (not globally) and I do not want to give this user access for general system wide
>    admin privledges. I have given this user queue admin privledges and according to the
>    informaton I have found, he should now be able to have access. Still, at this point, the
>    Configuration menu option does not appear in this users menu.

The Configuration link is controlled by ShowConfigTab

You have to grant that globally, but can then restrict their rights to
the Queue.

-kevin

>    Below I have included the links that lead me to believe this is possible. Any help would be
>    appritiated!!
>    [1]http://kb.mit.edu/confluence/pages/viewpage.action?pageId=3908111
>    [2]http://kb.mit.edu/confluence/display/ist/RT+Queue+Administrator%27s+Guide (Section: "Create
>    a custom field for your queue")
>    Thanks in advance!
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From falcone at bestpractical.com  Tue Apr 26 10:17:28 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 26 Apr 2011 10:17:28 -0400
Subject: [rt-users] Request Tracker web UI logs out after Respond,
 Resolve and Take actions
In-Reply-To: <BANLkTinz7rzftRMoW5FbpiU4D3FO3KQOjw@mail.gmail.com>
References: <BANLkTinz7rzftRMoW5FbpiU4D3FO3KQOjw@mail.gmail.com>
Message-ID: <20110426141728.GB1000@jibsheet.com>

On Mon, Apr 25, 2011 at 11:04:35PM +0100, Brahim Sakka wrote:
>    The RT web interface logs out whenever I hit the "update ticket" button when responding;
>    commenting, resolving , etc.
>    Is this normal behavior? And if not how can I fix it?

Sounds like you have some of your urls set up wrong (those actions
redirect).  Are you accessing RT through one host name and being sent
to a different host after responding or resolving

-kevin
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From Albert.Shih at obspm.fr  Tue Apr 26 10:19:08 2011
From: Albert.Shih at obspm.fr (Albert Shih)
Date: Tue, 26 Apr 2011 16:19:08 +0200
Subject: [rt-users] submit ticket through web interface
Message-ID: <20110426141908.GC89954@obspm.fr>

Hi all

I want open my RT to my user (meaning requestor not owner) to allow them to
submit a new ticket. 

So for the authentication I can use RT::Authen::ExternalAuth to connect our
LDAP. 

But how can I create a special "RT at glance" for my user ? What I want is :

	For every user not in a small group (or list that's not
	important), after they log-on in RT I want a very simple interface
	to allow user see the ticket they submit and a form to submit a new
	one. 

	If it's possible to have custom field in this form that's better. 

	And on contrary of the "Quick Ticket" I don't want to allow the
	user chose the Owner. 

Regards.

JAS




-- 
Albert SHIH
DIO batiment 15
Observatoire de Paris Meudon
5 Place Jules Janssen
92195 Meudon Cedex
T?l?phone : 01 45 07 76 26/06 86 69 95 71
Heure local/Local time:
mar 26 avr 2011 16:10:12 CEST


From Albert.Shih at obspm.fr  Tue Apr 26 10:40:38 2011
From: Albert.Shih at obspm.fr (Albert Shih)
Date: Tue, 26 Apr 2011 16:40:38 +0200
Subject: [rt-users] Tools menu
Message-ID: <20110426144038.GD89954@obspm.fr>

Hi all.

Can I hide "Tools" menu in the web interface for a group of users ? 

Regards.

JAS
-- 
Albert SHIH
DIO batiment 15
Observatoire de Paris Meudon
5 Place Jules Janssen
92195 Meudon Cedex
T?l?phone : 01 45 07 76 26/06 86 69 95 71
Heure local/Local time:
mar 26 avr 2011 16:40:26 CEST


From falcone at bestpractical.com  Tue Apr 26 10:57:05 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 26 Apr 2011 10:57:05 -0400
Subject: [rt-users] submit ticket through web interface
In-Reply-To: <20110426141908.GC89954@obspm.fr>
References: <20110426141908.GC89954@obspm.fr>
Message-ID: <20110426145705.GC1000@jibsheet.com>

On Tue, Apr 26, 2011 at 04:19:08PM +0200, Albert Shih wrote:
> Hi all
> 
> I want open my RT to my user (meaning requestor not owner) to allow them to
> submit a new ticket. 
> 
> So for the authentication I can use RT::Authen::ExternalAuth to connect our
> LDAP. 
> 
> But how can I create a special "RT at glance" for my user ? What I want is :
> 
> 	For every user not in a small group (or list that's not
> 	important), after they log-on in RT I want a very simple interface
> 	to allow user see the ticket they submit and a form to submit a new
> 	one. 
> 
> 	If it's possible to have custom field in this form that's better. 
> 
> 	And on contrary of the "Quick Ticket" I don't want to allow the
> 	user chose the Owner. 

Don't make them Privileged, they'll be redirected to
http://your.rt.server/SelfService/
which is a very simple UI

-kevin
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From ruz at bestpractical.com  Tue Apr 26 11:11:51 2011
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Tue, 26 Apr 2011 19:11:51 +0400
Subject: [rt-users] Tools menu
In-Reply-To: <20110426144038.GD89954@obspm.fr>
References: <20110426144038.GD89954@obspm.fr>
Message-ID: <BANLkTimxZ++QpnxyVs03OjjeEHDL2p6efQ@mail.gmail.com>

Hi,

Use share/html/Admin/autohandler as example. Very close to your requirements.

On Tue, Apr 26, 2011 at 6:40 PM, Albert Shih <Albert.Shih at obspm.fr> wrote:
> Hi all.
>
> Can I hide "Tools" menu in the web interface for a group of users ?
>
> Regards.
>
> JAS
> --
> Albert SHIH
> DIO batiment 15
> Observatoire de Paris Meudon
> 5 Place Jules Janssen
> 92195 Meudon Cedex
> T?l?phone : 01 45 07 76 26/06 86 69 95 71
> Heure local/Local time:
> mar 26 avr 2011 16:40:26 CEST
>



-- 
Best regards, Ruslan.


From ruslan.zakirov at gmail.com  Tue Apr 26 11:22:52 2011
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Tue, 26 Apr 2011 19:22:52 +0400
Subject: [rt-users] Why does SeeCustomField and ModifyCustomField show
 up in Queue group rights?
In-Reply-To: <BANLkTikCD7m_kNBBzSGzaDoUYbJEGwnT3g@mail.gmail.com>
References: <BANLkTikZgJ2XqvTS_m29UpkT4mkdVb2xag@mail.gmail.com>
	<BANLkTinJ2eLtOumxjygA5GN2DefW2ugbUA@mail.gmail.com>
	<BANLkTikGecpW4yFVX9woZ5XsDQ78sNbvHQ@mail.gmail.com>
	<BANLkTikCD7m_kNBBzSGzaDoUYbJEGwnT3g@mail.gmail.com>
Message-ID: <BANLkTikDF2Xh9SLLWW6m__=vPxKneq3uzw@mail.gmail.com>

Hi,

Sort of, look at the *Context methods in CFs' code.

On Tue, Apr 26, 2011 at 7:20 PM, Todd Chapman <todd at chaka.net> wrote:
> So does this override rights on the custom field?
>
> On Tue, Apr 26, 2011 at 4:49 AM, Ruslan Zakirov
> <ruslan.zakirov at gmail.com> wrote:
>> These rights allow user to see/modify all cfs applied to the queue.
>>
>> Regards, Ruslan. From phone.
>>
>> 25.04.2011 21:13 ???????????? "Todd Chapman" <todd at chaka.net> ???????:
>>> Can anyone else weigh in on this? Is this a bug? Thanks!
>>>
>>> On Wed, Apr 20, 2011 at 8:17 PM, Todd Chapman <todd at chaka.net> wrote:
>>>> I noticed that SeeCustomField and ModifyCustomField show up when
>>>> editing group rights for a specific queue, and also when editing
>>>> global RTFM class group rights.
>>>>
>>>> My understanding is that the ability to see a custom field is a
>>>> combination of having SeeCustomField on the custom field itself, and
>>>> also being able to see the object that the custom field is assigned
>>>> to. Similar case for ModifyCustomField.
>>>>
>>>> Is my understanding correct, and if so doesn't it make it pointless to
>>>> have these rights for individual queues or globally for RTFM classes?
>>>>
>>>> Thanks.
>>>>
>>>> -Todd
>>>>
>>
>



-- 
Best regards, Ruslan.


From kfcrocker at lbl.gov  Tue Apr 26 12:10:50 2011
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Tue, 26 Apr 2011 09:10:50 -0700
Subject: [rt-users] Time Worked Report
In-Reply-To: <81579A7D7E41FC44AFD2FB9D8AD8C882661B3AB5B3@mov-srv-central>
References: <81579A7D7E41FC44AFD2FB9D8AD8C8826615B2F5ED@mov-srv-central>
	<AANLkTi=y=62ybicKqa=Ra3w_FOsDaEcV_sfKsm07kYP+@mail.gmail.com>
	<81579A7D7E41FC44AFD2FB9D8AD8C8826615B2F659@mov-srv-central>
	<AANLkTi=DyEt7nF_rjnDFaGgBTxZKtk=AfgbvmK5OEhNe@mail.gmail.com>
	<81579A7D7E41FC44AFD2FB9D8AD8C8826615B2F6AE@mov-srv-central>
	<5449CCBC692C3F4487D51490BF52A5FE0150C1CF@WIN03.ad.deltamanagement.se>
	<81579A7D7E41FC44AFD2FB9D8AD8C8826615B2F6B2@mov-srv-central>
	<AANLkTikXKTTMOD871tFqFP6Be4v3aKq5iKQT60a6mLgJ@mail.gmail.com>
	<AANLkTi=C0PNPAvYa2Sm6j1n_wxfO7bjEow8h+pgY7Ysi@mail.gmail.com>
	<AANLkTik4Jo9S48LDX1TpOcPEAzBadh+oLk3M3C8F-+9K@mail.gmail.com>
	<81579A7D7E41FC44AFD2FB9D8AD8C8826615B2F704@mov-srv-central>
	<AANLkTik9g0YnxCxAnTtpxYo8TZFrUQ+igecY_W56NYG9@mail.gmail.com>
	<81579A7D7E41FC44AFD2FB9D8AD8C882661B3AB5B3@mov-srv-central>
Message-ID: <BANLkTimqdytbe3qjy8wAwQjB0+-6CGywmQ@mail.gmail.com>

Walid,

I made a change to my version. Instead of "SuperUser" seeing all users, I
changed it to members of a particular group. My group managers didn't like
the "SuperUser" right because they had to see way too much other stuff that
didn't apply to their respective Queues, so I changed it for a specific
group.

Kenn
LBNL

On Tue, Apr 26, 2011 at 3:38 AM, Walid Haider <walid.haider at movensis.com>wrote:

>  Hi Kenn,
>
>
>
> Thanks for all the help ? I finally managed to implement the Time Worked
> Report ? the problem was when I copied the code for SelectMultiQueue from
> http://requesttracker.wikia.com/wiki/TimeWorkedReport, I did not realize
> there was a blank space for each line.
>
>
>
> Regards,
>
> Walid
>
>
>
> *From:* rt-users-bounces at lists.bestpractical.com [mailto:
> rt-users-bounces at lists.bestpractical.com] *On Behalf Of *Kenneth Crocker
> *Sent:* quinta-feira, 31 de Mar?o de 2011 18:35
>
> *To:* rt-users at lists.bestpractical.com
> *Subject:* Re: [rt-users] Time Worked Report
>
>
>
> Walid,
>
> In step 4, you don't mention editing the "Tabs" file with the changes
> specified in the instructions.
>
> In steps 5 & 6, those files should have been moved to
> usr/share/rt3/local/html/Tools/*Reports*.
>
> 1) The "Tabs" and "index.html" files must be modified & kept* in-sync* in
> order to see the option in the "Tabs" heading. That certainly explains why
> they both have the same paths for the same reports. You should compare the
> code between those two and make sure they look exactly like they should,
> according to the instructions.
>
> 2) The "TimeWorkedReport.html" file has to be where the "Tabs" and
> "index.html" files are pointing to within the "path" shown.
>
> Moving these files around to other directories will just frustrate you more
> and distract you away from de-bugging the real problem.
>
> If this doesn't work, send me a list of the modified code for "Tabs" and
> "index.html".
>
> Kenn
> LBNL
>
> On Thu, Mar 31, 2011 at 1:18 AM, Walid Haider <walid.haider at movensis.com>
> wrote:
>
> Hi Kenn,
>
>
>
> Thanks for the tip regarding RT $home, I will definitely consider it.
>
>
>
> I must be missing something, as I cannot see the Time Worked Report option
> on the menu.
>
>
>
> This is what I did:
>
>
>
> 1.       Created a *local* directory within /usr/share/rt3, and then
> created the /usr/share/rt3/local/*html* and /usr/share/rt3/local/html/*
> Elements* directories.
>
>
>
> 2.       Created the new file *SelectMultiQueue* (with the relevant
> content) within /usr/share/rt3/local/html/Elements
>
>
>
> 3.       Created ?/rt3/local/*Tools*, ?/rt3/local/Tools/*Reports*,* *and*
> *?/rt3/local/Tools/Reports/*Elements *directories
>
>
>
> 4.       Copied the *Tabs* file from
> /usr/share/rt3/html/Tools/Reports/Elements/Tabs to
> ?/rt3/local/Tools/Reports/Elements
>
>
>
> 5.       Copied the index.html file from
> /usr/share/rt3/html/Tools/Reports/index.html to ?/rt3/local/Tools/ and
> edited the file accordingly
>
>
>
> 6.       Created the *TimeWorkedReport.html*  (with the relevant content)
> file in ?/rt3/local/Tools/
>
>
>
> 7.       I restarted httpd and logged into RT, but could not see  the
> Timed Worked Report option on the menu
>
>
>
> I then tried moving the index.html and TimeWorkedReport.html files from
> /usr/share/rt3/local/html/Tools/Reports into
> /usr/share/rt3/local/html/Tools/. But after restarting httpd, I still could
> not see the Time Worked Report.
>
>
>
> Finally, I tried creating the *local* directory in /usr and the *rt3*directory within it (/usr/local/rt3). I then moved the entire
> *html *directory, created in 1. (above), to /usr/local/rt3. But again,
> after restarting httpd I could not see the Time Worked Report.
>
>
>
> Thanks in advance,
>
> Walid
>
>
>
>
>
>
>
>
>
>
>
>
>
>
>
> *From:* rt-users-bounces at lists.bestpractical.com [mailto:
> rt-users-bounces at lists.bestpractical.com] *On Behalf Of *Kenneth Crocker
> *Sent:* ter?a-feira, 29 de Mar?o de 2011 16:42
>
>
> *To:* rt-users at lists.bestpractical.com
> *Subject:* Re: [rt-users] Time Worked Report
>
>
>
> Opps, that was supposed to be /local/html/Tools/Report. Sorry.
>
> Kenn
>
> On Tue, Mar 29, 2011 at 8:39 AM, Kenneth Crocker <kfcrocker at lbl.gov>
> wrote:
>
> Walid,
>
> Also, we used to have a different $home than /opt/rt3/ (in Solaris) and it
> caused *endless* problems when trying to implement extensions. We decided
> to just go to opt/rt3 and put it in VM and we've been sailing smoothly ever
> since. Just a thought for you to consider.
>
> Kenn
> LBNL
>
>
>
> On Tue, Mar 29, 2011 at 8:37 AM, Kenneth Crocker <kfcrocker at lbl.gov>
> wrote:
>
> Walid,
>
> Well, *Wherever* you have the .../Tools/Report/... you will need a
> .../local/Tools/Report/ version to put "TimeWorkedReport".
>
> Kenn
> LBNL
>
>
>
> On Tue, Mar 29, 2011 at 7:00 AM, Walid Haider <walid.haider at movensis.com>
> wrote:
>
> Hi Johan,
>
>
>
> No, I do not. Should I go ahead and create it  and then follow Kenn?s
> instructions?
>
>
>
>
>
> Regards,
>
> Walid
>
>
>
> *From:* rt-users-bounces at lists.bestpractical.com [mailto:
> rt-users-bounces at lists.bestpractical.com] *On Behalf Of *Johan Sj?berg
> *Sent:* ter?a-feira, 29 de Mar?o de 2011 14:56
>
>
> *To:* rt-users at lists.bestpractical.com
> *Subject:* Re: [rt-users] Time Worked Report
>
>
>
> Do you have a /usr/local/rt3?
>
>
>
> /Johan
>
>
>
> *From:* rt-users-bounces at lists.bestpractical.com [mailto:
> rt-users-bounces at lists.bestpractical.com] *On Behalf Of *Walid Haider
> *Sent:* den 29 mars 2011 15:20
> *To:* Kenneth Crocker; rt-users at lists.bestpractical.com
> *Subject:* Re: [rt-users] Time Worked Report
>
>
>
> Kenn,
>
>
>
> Again, thanks for the reply. As I ran a packaged install of RT 3.8.4, my
> $home is /usr/share/rt3. My folder structure is different compared to what
> you mention below, as I do not have a share directory within my RT $home.
>
>
>
> Please advise if I should create the *local*  directory  within
> /usr/share/rt3.
>
>
>
> Thanks,
>
> Walid
>
>
>
> *From:* rt-users-bounces at lists.bestpractical.com [mailto:
> rt-users-bounces at lists.bestpractical.com] *On Behalf Of *Kenneth Crocker
> *Sent:* segunda-feira, 28 de Mar?o de 2011 17:33
> *To:* rt-users at lists.bestpractical.com
> *Subject:* Re: [rt-users] Time Worked Report
>
>
>
> Walid,
>
> What I mean is this; it is *highly recommended* that any changes you make
> to RT code be done in a *"local"* version. RT will automatically look to
> $Home/*local/*.../.../ (where $home is usually opt/rt3/) for *any override
> code* that an installation may have developed. In this example
> (TimeWorkedReport), I copied the various /$home*/share/*.../...
> directories & files listed in the "readme' for that report into a /$home/*
> local/*.../... *version/copy* of those *directoryies & files*. I did *NOT*make any changes to any
> */share/ version* of RT code. This is recommended for a couple reasons;
> the least of which it is *easier to maintain later versions* of RT without
> wiping out your local code (provided you keep a copy of that code). Also,
> industry wide for about the last 40 years, it has been considered a *best
> practice* to *never* mess with original code, but to provide a method that
> allows you to use other code instead.
>
> So, my advice is to first; return all /share/ code to it's original state.
> Then create $home*/local/*html/Tools/Reports directories in order to
> copy/create the files mentioned in the "TimeWorkedReport" documentation.
> That's what I did:
>
> 1) If it exists,type *?/opt/rt3/local/html/Elements/? <enter>* otherwise,
> create it.
> 2) Copy the *?delivered?* file (from .../share/...) *SelectQueue* over to
> this directory with a the new name.
>     A) Type *?cp /opt/rt3/share/html/Elements/SelectQueue
> SelectMultiQueue? <enter>*.
> 3) Replace the code in *?SelectMultiQueue?* with the code specified for
> this file from the document the *?TimeWorkedReport".*
> 4) If it exists, type *?/opt/rt3/local/html/Tools/? <enter>*, otherwise,
> create it.
> 5) Create new directories:
>     A) Create *?Reports?* directory within *?Tools?
>     *B) Get into *?Reports*? directory.
>     C) Create *?Elements?* directory within *?Tools/Reports?*
> 6) Copy the *?delivered?* files (from .../share/...) (*Tabs, index.html*)
> over to the new directories:
>     A) Copy the *?Tabs?* file over to *?Tools/Reports/Elements?*:
>         1) Within *?Elements?,* type *?cp
> /opt/rt3/share/html/Tools/Reports/Elements/Tabs .? <enter>*.
>         2) Go back 1 directory level to get to *?/Tools/Reports?*.
>         3) Copy the *?index.html?* file over to *?Tools/Reports? twice:*
>             a) Within *?Tools/Reports?,* type *?cp
> /opt/rt3/share/html/Tools/index.html .? <enter>*.
>             b) Within *?Tools/Reports?,* type *?cp
> /opt/rt3/share/html/Tools/index.html TimeWorkedReport.html? <enter>*.
> 7) Modify/Replace the code in *?Tabs?, ?index.html? &  ?TimeWorkedReport?
> *with the code specified for these files from the document the *?Time
> Worked Report?*.
>
> Anyway, This is the procedure I followed and I had absolutely no problems
> AND I didn't have to worry about Production being messed up.
>
> Also, I'm in 3.8.7 so I made sure to follow the 3.8 instructions.
>
> Hope this helps.
>
> Kenn
> LBNL
>
>
>
>
>
>
>
>
>
>
>
>
>
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From rt at daork.net  Wed Apr 27 00:38:51 2011
From: rt at daork.net (Nathan Ward)
Date: Wed, 27 Apr 2011 16:38:51 +1200
Subject: [rt-users] Using RT to track outgoing requests
Message-ID: <9D2D74A9-A13C-4F52-9649-0E80853BF9F5@daork.net>

Hi all,

I imagine this is a common problem, but I can't find anything by searching the archives - I've tried a number of different search terms but don't hit anything useful.

I support a number of customers who I look after various IT things for. I often want to send an email to someone who I need to work with for a customer, for example, I manage a web/email server for a customer and need to email the company who runs the customer's desktop machines etc. as a new request initiated by me ("I've noticed this problem, here's what we should do to fix" type of thing).

If I create a new ticket in the web interface and add the 3rd party as a requestor, they get a somewhat confusing Autoreply message back. That's not ideal.
If I create a new ticket in the web interface and add the 3rd party as a CC, and myself as a requestor, that works OK but I have to reply to a ticket in order to get the email to the customer.

I could also create a ticket with email, and CC the other person, but they'll hit reply to all (or just reply) and emails will go outside the ticketing system and/or create new tickets which is not ideal.


I have wanted to do this in the past in other situations, for example as an ISP I've wanted to send a message to another ISP, or to a transit provider or something, to arrange a change in our interconnection/peering. I'd prefer these thing to be tracked in RT, instead of my personal mail.


What are other people doing for this sort of thing?

--
Nathan Ward

From Raed.El-Hames at daisygroupplc.com  Wed Apr 27 06:15:15 2011
From: Raed.El-Hames at daisygroupplc.com (Raed El-Hames)
Date: Wed, 27 Apr 2011 10:15:15 +0000
Subject: [rt-users] Using RT to track outgoing requests
In-Reply-To: <9D2D74A9-A13C-4F52-9649-0E80853BF9F5@daork.net>
References: <9D2D74A9-A13C-4F52-9649-0E80853BF9F5@daork.net>
Message-ID: <892593C9CA8E25458C440A63DDC6774D0148F52A@DG-HEXMBX02.daisy.group>

Nathan:

There are different ways of dealing with the scenario you have.
What I do in here in a set up very similar to yours, is create a ticket with the customer contact as a requestor,
When 3rd party supplier needed I create a linked/child ticket in queue that does not send a standard auto-responder and instead an email similar to correspondence.
I like to separate my supplier and customer communication , hence the use of a linked ticket, but I have a scrip that trickle the updates from the child ticket to the parent as a comment, this allows me to have all correspondence on the issue in one single ticket. 

Roy

> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-
> bounces at lists.bestpractical.com] On Behalf Of Nathan Ward
> Sent: 27 April 2011 05:39
> To: RT-Users at lists.bestpractical.com
> Subject: [rt-users] Using RT to track outgoing requests
> 
> Hi all,
> 
> I imagine this is a common problem, but I can't find anything by searching
> the archives - I've tried a number of different search terms but don't hit
> anything useful.
> 
> I support a number of customers who I look after various IT things for. I
> often want to send an email to someone who I need to work with for a
> customer, for example, I manage a web/email server for a customer and need
> to email the company who runs the customer's desktop machines etc. as a
> new request initiated by me ("I've noticed this problem, here's what we
> should do to fix" type of thing).
> 
> If I create a new ticket in the web interface and add the 3rd party as a
> requestor, they get a somewhat confusing Autoreply message back. That's
> not ideal.
> If I create a new ticket in the web interface and add the 3rd party as a
> CC, and myself as a requestor, that works OK but I have to reply to a
> ticket in order to get the email to the customer.
> 
> I could also create a ticket with email, and CC the other person, but
> they'll hit reply to all (or just reply) and emails will go outside the
> ticketing system and/or create new tickets which is not ideal.
> 
> 
> I have wanted to do this in the past in other situations, for example as
> an ISP I've wanted to send a message to another ISP, or to a transit
> provider or something, to arrange a change in our interconnection/peering.
> I'd prefer these thing to be tracked in RT, instead of my personal mail.
> 
> 
> What are other people doing for this sort of thing?
> 
> --
> Nathan Ward


From Franck.Calleja-Albillos at alcatel-lucent.com  Wed Apr 27 07:06:10 2011
From: Franck.Calleja-Albillos at alcatel-lucent.com (CALLEJA-ALBILLOS, FRANCK (FRANCK)** CTR **)
Date: Wed, 27 Apr 2011 13:06:10 +0200
Subject: [rt-users] Ticket numbering to start at 2000
Message-ID: <A6627F290BF90640A946C48465DABF64DFC61941@FRMRSSXCHMBSB3.dc-m.alcatel-lucent.com>

Hi,

I've setup a new installation of RT without migrating data from a previous installation : reason is that new queues/custom fields are defined in the new installation.

So the old installation has reached ticket number 1853.
To avoid having trouble/confusion with my external partner (to whom we are giving our ticket number for reference), I would like to start ticket numbering to 2000 or 3000.

I can't imagine create and close 1999 tickets then use RT Schredder.
Is there another easy way to do this ?

Cdt,

Franck CALLEJA-ALBILLOS
Email : franck.calleja-albillos at alcatel-lucent.com<mailto:franck.calleja-albillos at alcatel-lucent.com>

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From rt at daork.net  Wed Apr 27 07:13:46 2011
From: rt at daork.net (Nathan Ward)
Date: Wed, 27 Apr 2011 23:13:46 +1200
Subject: [rt-users] Using RT to track outgoing requests
In-Reply-To: <892593C9CA8E25458C440A63DDC6774D0148F52A@DG-HEXMBX02.daisy.group>
References: <9D2D74A9-A13C-4F52-9649-0E80853BF9F5@daork.net>
	<892593C9CA8E25458C440A63DDC6774D0148F52A@DG-HEXMBX02.daisy.group>
Message-ID: <86B8AF1E-245C-4525-944B-75891F5C8D5A@daork.net>

On 27/04/2011, at 10:15 PM, Raed El-Hames wrote:

> Nathan:
> 
> There are different ways of dealing with the scenario you have.
> What I do in here in a set up very similar to yours, is create a ticket with the customer contact as a requestor,
> When 3rd party supplier needed I create a linked/child ticket in queue that does not send a standard auto-responder and instead an email similar to correspondence.
> I like to separate my supplier and customer communication , hence the use of a linked ticket, but I have a scrip that trickle the updates from the child ticket to the parent as a comment, this allows me to have all correspondence on the issue in one single ticket. 

This approach sounds good, but I'm not sure it will work for me. I often need to create a ticket with a customer, for example "We need to move this around in such a way" or "We need to free up some hard drive space" or something.
I also often deal with suppliers that are not my supplier, but the customers' supplier - for example today I have a problem where a customer's outbound email relay at their ISP is blacklisted, and I've noticed this, so I need to raise a ticket with the people who run their in-house exchange server and manage moving their mail to relay through a host I provide them.
I could go to my customer and have them relay information for me, but that's a pain when they are not technical and don't pass information on quite right - I prefer to deal direct.

--
Nathan Ward

From Franck.Calleja-Albillos at alcatel-lucent.com  Wed Apr 27 07:23:51 2011
From: Franck.Calleja-Albillos at alcatel-lucent.com (CALLEJA-ALBILLOS, FRANCK (FRANCK)** CTR **)
Date: Wed, 27 Apr 2011 13:23:51 +0200
Subject: [rt-users] Ticket numbering to start at 2000
In-Reply-To: <A6627F290BF90640A946C48465DABF64DFC61941@FRMRSSXCHMBSB3.dc-m.alcatel-lucent.com>
References: <A6627F290BF90640A946C48465DABF64DFC61941@FRMRSSXCHMBSB3.dc-m.alcatel-lucent.com>
Message-ID: <A6627F290BF90640A946C48465DABF64DFC61952@FRMRSSXCHMBSB3.dc-m.alcatel-lucent.com>

It is using MYSQL database. Is it possible just to setup the auto_increment like described here :


It depends on what database you are using. Look for the file called
schema.Pg for postgres or schema.mysql, or whatever. You'll see a line
that says something like:

CREATE SEQUENCE tickets_id_seq;

That's for Postgres. I changed it to:

CREATE SEQUENCE tickets_id_seq MINVALUE 8000;

Then I initialized my database.

Cdt,

Franck CALLEJA-ALBILLOS
TREFLE pour Alcatel-Lucent
Centre de Comp?tences Managed Services - IP/MPLS

T?l. : +33 1 30 77 1362
Email : franck.calleja-albillos at alcatel-lucent.com<mailto:franck.calleja-albillos at alcatel-lucent.com>

De : rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] De la part de CALLEJA-ALBILLOS, FRANCK (FRANCK)** CTR **
Envoy? : mercredi 27 avril 2011 13:06
? : 'rt-users at lists.bestpractical.com'
Objet : [rt-users] Ticket numbering to start at 2000

Hi,

I've setup a new installation of RT without migrating data from a previous installation : reason is that new queues/custom fields are defined in the new installation.

So the old installation has reached ticket number 1853.
To avoid having trouble/confusion with my external partner (to whom we are giving our ticket number for reference), I would like to start ticket numbering to 2000 or 3000.

I can't imagine create and close 1999 tickets then use RT Schredder.
Is there another easy way to do this ?

Cdt,

Franck CALLEJA-ALBILLOS
Email : franck.calleja-albillos at alcatel-lucent.com<mailto:franck.calleja-albillos at alcatel-lucent.com>

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From yan at seiner.com  Wed Apr 27 08:18:42 2011
From: yan at seiner.com (Yan Seiner)
Date: Wed, 27 Apr 2011 05:18:42 -0700
Subject: [rt-users] Using RT to track outgoing requests
In-Reply-To: <86B8AF1E-245C-4525-944B-75891F5C8D5A@daork.net>
References: <9D2D74A9-A13C-4F52-9649-0E80853BF9F5@daork.net>	<892593C9CA8E25458C440A63DDC6774D0148F52A@DG-HEXMBX02.daisy.group>
	<86B8AF1E-245C-4525-944B-75891F5C8D5A@daork.net>
Message-ID: <4DB809A2.90805@seiner.com>

Nathan Ward wrote:
> On 27/04/2011, at 10:15 PM, Raed El-Hames wrote:
>
>   
>> Nathan:
>>
>> There are different ways of dealing with the scenario you have.
>> What I do in here in a set up very similar to yours, is create a ticket with the customer contact as a requestor,
>> When 3rd party supplier needed I create a linked/child ticket in queue that does not send a standard auto-responder and instead an email similar to correspondence.
>> I like to separate my supplier and customer communication , hence the use of a linked ticket, but I have a scrip that trickle the updates from the child ticket to the parent as a comment, this allows me to have all correspondence on the issue in one single ticket. 
>>     
>
> This approach sounds good, but I'm not sure it will work for me. I often need to create a ticket with a customer, for example "We need to move this around in such a way" or "We need to free up some hard drive space" or something.
> I also often deal with suppliers that are not my supplier, but the customers' supplier - for example today I have a problem where a customer's outbound email relay at their ISP is blacklisted, and I've noticed this, so I need to raise a ticket with the people who run their in-house exchange server and manage moving their mail to relay through a host I provide them.
> I could go to my customer and have them relay information for me, but that's a pain when they are not technical and don't pass information on quite right - I prefer to deal direct.
>   
This is exactly the boat I'm in as well.  I need to send an email to a 
3rd party, either as a new ticket, or from within an existing ticket.  
We are piloting RT as a way to keep track of utility work.

The other day I had the need to request a contractor provide a price for 
a service for an existing project.  I ended up sending the email through 
Outlook, getting the quote back, sending that to RT as a new ticket, and 
then merging the tickets.  Yuck.  I can do that; I can't train my users 
to do that.

I need some way to send a fairly ordinary looking email to an outside 
party that is not on the ticket, from within RT and attached to a ticket.

--Yan

-- 
My car is Japanese. My Vodka is Russian. My pizza is Italian. My kebab is Turkish. My democracy is Greek. My wine is French. My coffee is Brazilian. My language is English. My movies are American. My music is African. My beers are German. My shirt is Indian. My oil is Saudi Arabian. My tv is Taiwanese. My country's politics are Byzantine. My rifle is Czech. My shoes are Chinese.  My math is Arabic, my writing Latin. And you complain that your neighbor is Mexican?




From techmon at petfooddirect.com  Wed Apr 27 09:16:21 2011
From: techmon at petfooddirect.com (Techmon Techmon)
Date: Wed, 27 Apr 2011 09:16:21 -0400
Subject: [rt-users] Using RT to track outgoing requests
In-Reply-To: <9D2D74A9-A13C-4F52-9649-0E80853BF9F5@daork.net>
References: <9D2D74A9-A13C-4F52-9649-0E80853BF9F5@daork.net>
Message-ID: <41A42D7D699B314EAA084FDBF468F0F50224ADDE@corpmail1.PFDMain2k.PRI>

Another way you could do it would be to setup a separate queue that has
a different Scrip for "On Create Notify CCs" and a different template
that you would setup to your liking. You would have to remove the
default "On Create Notify CCs" Scrip from the Global configuration, and
then apply it to your other queues individually, but it would allow you
to make your 3rd party as a CC through the web interface for the queue
in question and they would be none the wiser. 

Luke Kwiecinski


-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Nathan
Ward
Sent: Wednesday, April 27, 2011 12:39 AM
To: RT-Users at lists.bestpractical.com
Subject: [rt-users] Using RT to track outgoing requests

Hi all,

I imagine this is a common problem, but I can't find anything by
searching the archives - I've tried a number of different search terms
but don't hit anything useful.

I support a number of customers who I look after various IT things for.
I often want to send an email to someone who I need to work with for a
customer, for example, I manage a web/email server for a customer and
need to email the company who runs the customer's desktop machines etc.
as a new request initiated by me ("I've noticed this problem, here's
what we should do to fix" type of thing).

If I create a new ticket in the web interface and add the 3rd party as a
requestor, they get a somewhat confusing Autoreply message back. That's
not ideal.
If I create a new ticket in the web interface and add the 3rd party as a
CC, and myself as a requestor, that works OK but I have to reply to a
ticket in order to get the email to the customer.

I could also create a ticket with email, and CC the other person, but
they'll hit reply to all (or just reply) and emails will go outside the
ticketing system and/or create new tickets which is not ideal.


I have wanted to do this in the past in other situations, for example as
an ISP I've wanted to send a message to another ISP, or to a transit
provider or something, to arrange a change in our
interconnection/peering. I'd prefer these thing to be tracked in RT,
instead of my personal mail.


What are other people doing for this sort of thing?

--
Nathan Ward


From mike.johnson at nosm.ca  Wed Apr 27 11:47:15 2011
From: mike.johnson at nosm.ca (Mike Johnson)
Date: Wed, 27 Apr 2011 11:47:15 -0400
Subject: [rt-users] RT-Authen-ExternalAuth-0.08 which packages i need for
In-Reply-To: <29264_1303826297_4DB6CF78_29264_8_6_OFA02276A5.B2B24617-ONC125787E.004C5AE5-C125787E.004C971B@sagemcom.com>
References: <31476578.post@talk.nabble.com>
	<29264_1303826297_4DB6CF78_29264_8_6_OFA02276A5.B2B24617-ONC125787E.004C5AE5-C125787E.004C971B@sagemcom.com>
Message-ID: <BANLkTikGKJXpZh8Xc3mAfi-WKe2CzmpLaA@mail.gmail.com>

I agree with Raphael on this one,

The error you are seeing is basically saying it cannot find the user based
on the searching parameters you used. A useful troubleshooting tool for this
would be an LDAP Browser(I used Softerra's). The browser allows you to test
your Base DN. My gut feeling is your Base DN is wrong.

Good luck!
Mike.

2011/4/26 Rapha?l MOUNEYRES <raphael.mouneyres at sagemcom.com>

>
> Hello, the LDAP answer is clear : "User not found"
>
> in your config you search in this Base: ou=User,dc=xxx,dc=xxx,dc=local
> are you sure the xxx.xxx.local domain exist in your AD configuration ? or
> did you change company values to hide from the list ?
> it looks like you don't have the good parameters between RT and your AD
> config so you can match and find the USER
>
> Rapha?l
>
>
>
>
>   *"john s." <fireskyer at gmx.de>*
> Envoy? par : rt-users-bounces at lists.bestpractical.com
>
> 26/04/2011 10:44
>    A
>  rt-users at lists.bestpractical.com
>  cc
>   Objet
> Re: [rt-users] RT-Authen-ExternalAuth-0.08 which packages i need for
>
>
>
>
>
> Turn your RT debug logging on and check that log to see what it's doing.#
>
> Hello mike the rt.log says the following:
>
> username: USER , service: My_LDAP
>
> (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:274)pr
> 26 06:58:11 2011] [debug]: LDAP Search ===  Base:
> ou=User,dc=xxx,dc=xxx,dc=local == Filter:
> (&(ObjectClass=*)(sAMAccountName=User)) == Attrs: cn,sAMAccountName
>
> (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:304)
> [Tue Apr 26 06:58:11 2011] [debug]: User Check Failed :: ( My_LDAP ) USER
> User not found
>
> (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:318)
>
>
> So sth goes awry
>
> Any further  hints,clues or advices would be helpfully
>
>
> best regards john s.
>
>
> --
> View this message in context:
> http://old.nabble.com/Re%3A-RT-Authen-ExternalAuth-0.08-which-packages-i-need-for-tp31388437p31476578.html
> Sent from the Request Tracker - User mailing list archive at Nabble.com.
>
>
> <http://old.nabble.com/Re%3A-RT-Authen-ExternalAuth-0.08-which-packages-i-need-for-tp31388437p31476578.html>
>
> #
> " Ce courriel et les documents qui lui sont joints peuvent contenir des
> informations confidentielles ou ayant un caract?re priv?. S'ils ne vous sont
> pas destin?s, nous vous signalons qu'il est strictement interdit de les
> divulguer, de les reproduire ou d'en utiliser de quelque mani?re que ce
> soit le contenu. Si ce message vous a ?t? transmis par erreur, merci d'en
> informer l'exp?diteur et de supprimer imm?diatement de votre syst?me
> informatique ce courriel ainsi que tous les documents qui y sont attach?s."
>
>
>                                ******
>
> " This e-mail and any attached documents may contain confidential or
> proprietary information. If you are not the intended recipient, you are
> notified that any dissemination, copying of this e-mail and any attachments
> thereto or use of their contents by any means whatsoever is strictly
> prohibited. If you have received this e-mail in error, please advise the
> sender immediately and delete this e-mail and all attached documents
> from your computer system."
> #
>
>


-- 
Mike Johnson
Datatel Programmer/Analyst
Northern Ontario School of Medicine
955 Oliver Road
Thunder Bay, ON   P7B 5E1
Phone: (807) 766-7331
Email: mike.johnson at nosm.ca
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From mike.johnson at nosm.ca  Wed Apr 27 11:50:47 2011
From: mike.johnson at nosm.ca (Mike Johnson)
Date: Wed, 27 Apr 2011 11:50:47 -0400
Subject: [rt-users] submit ticket through web interface
In-Reply-To: <20110426145705.GC1000@jibsheet.com>
References: <20110426141908.GC89954@obspm.fr>
	<20110426145705.GC1000@jibsheet.com>
Message-ID: <BANLkTin4s0UjNSkqGaJPFrT3Nczi03crXg@mail.gmail.com>

Slight hi-jacking... sorry(but it fits the conversation)

Has there been an extension developed that customizes the SelfService into a
question/answer(database driven) that funnels the ticket to a given
queue/owner while populating custom fields?

We are currently developing an external form that will do this for us(with
the use of ExtractCustomFieldValues), but would love to use something built
in RT itself.

Thanks!
Mike.

On Tue, Apr 26, 2011 at 10:57 AM, Kevin Falcone
<falcone at bestpractical.com>wrote:

> On Tue, Apr 26, 2011 at 04:19:08PM +0200, Albert Shih wrote:
> > Hi all
> >
> > I want open my RT to my user (meaning requestor not owner) to allow them
> to
> > submit a new ticket.
> >
> > So for the authentication I can use RT::Authen::ExternalAuth to connect
> our
> > LDAP.
> >
> > But how can I create a special "RT at glance" for my user ? What I want
> is :
> >
> >       For every user not in a small group (or list that's not
> >       important), after they log-on in RT I want a very simple interface
> >       to allow user see the ticket they submit and a form to submit a new
> >       one.
> >
> >       If it's possible to have custom field in this form that's better.
> >
> >       And on contrary of the "Quick Ticket" I don't want to allow the
> >       user chose the Owner.
>
> Don't make them Privileged, they'll be redirected to
> http://your.rt.server/SelfService/
> which is a very simple UI
>
> -kevin
>



-- 
Mike Johnson
Datatel Programmer/Analyst
Northern Ontario School of Medicine
955 Oliver Road
Thunder Bay, ON   P7B 5E1
Phone: (807) 766-7331
Email: mike.johnson at nosm.ca
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From techmon at petfooddirect.com  Wed Apr 27 12:02:24 2011
From: techmon at petfooddirect.com (Techmon Techmon)
Date: Wed, 27 Apr 2011 12:02:24 -0400
Subject: [rt-users] submit ticket through web interface
In-Reply-To: <BANLkTin4s0UjNSkqGaJPFrT3Nczi03crXg@mail.gmail.com>
References: <20110426141908.GC89954@obspm.fr><20110426145705.GC1000@jibsheet.com>
	<BANLkTin4s0UjNSkqGaJPFrT3Nczi03crXg@mail.gmail.com>
Message-ID: <41A42D7D699B314EAA084FDBF468F0F50224ADE5@corpmail1.PFDMain2k.PRI>

Mike, I've actually been looking for something similar, but have been
unsuccessful in finding anything like that.

 

Instead, I'm just building around the REST API and  building my own
self-help app

 

Here is the documentation: http://requesttracker.wikia.com/wiki/REST

 

 

Luke Kwiecinski

Network Engineer - Pet Food Direct

E-mail: luke at petfooddirect.com

Phone: 610-234-2310

Fax: 484-534-3450

2250 Hickory Rd, Suite 400
Plymouth Meeting, PA 19462

 

From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Mike
Johnson
Sent: Wednesday, April 27, 2011 11:51 AM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] submit ticket through web interface

 

Slight hi-jacking... sorry(but it fits the conversation)

 

Has there been an extension developed that customizes the SelfService
into a question/answer(database driven) that funnels the ticket to a
given queue/owner while populating custom fields?

 

We are currently developing an external form that will do this for
us(with the use of ExtractCustomFieldValues), but would love to use
something built in RT itself.

 

Thanks!

Mike.

On Tue, Apr 26, 2011 at 10:57 AM, Kevin Falcone
<falcone at bestpractical.com> wrote:

On Tue, Apr 26, 2011 at 04:19:08PM +0200, Albert Shih wrote:
> Hi all
>
> I want open my RT to my user (meaning requestor not owner) to allow
them to
> submit a new ticket.
>
> So for the authentication I can use RT::Authen::ExternalAuth to
connect our
> LDAP.
>
> But how can I create a special "RT at glance" for my user ? What I
want is :
>
>       For every user not in a small group (or list that's not
>       important), after they log-on in RT I want a very simple
interface
>       to allow user see the ticket they submit and a form to submit a
new
>       one.
>
>       If it's possible to have custom field in this form that's
better.
>
>       And on contrary of the "Quick Ticket" I don't want to allow the
>       user chose the Owner.

Don't make them Privileged, they'll be redirected to
http://your.rt.server/SelfService/
which is a very simple UI

-kevin




-- 
Mike Johnson
Datatel Programmer/Analyst
Northern Ontario School of Medicine
955 Oliver Road
Thunder Bay, ON   P7B 5E1
Phone: (807) 766-7331
Email: mike.johnson at nosm.ca

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From kfcrocker at lbl.gov  Wed Apr 27 12:27:35 2011
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Wed, 27 Apr 2011 09:27:35 -0700
Subject: [rt-users] Using RT to track outgoing requests
In-Reply-To: <BANLkTinc7y6MRkyfhjXuei3nobsc5Ffw2Q@mail.gmail.com>
References: <9D2D74A9-A13C-4F52-9649-0E80853BF9F5@daork.net>
	<41A42D7D699B314EAA084FDBF468F0F50224ADDE@corpmail1.PFDMain2k.PRI>
	<BANLkTinc7y6MRkyfhjXuei3nobsc5Ffw2Q@mail.gmail.com>
Message-ID: <BANLkTikQgK9b9jY1qJyRVN8P=u_c+srrjQ@mail.gmail.com>

Nathan,

Also, you could modify the "Notify on Create" to have the condition "User
defined" and put code in it that specifies the creator must be the
Requestor. Then create another scrip for when the creator is NOT the
requestor and have a different template that says what you want, like "This
ticket was created for you by so & so. .... do NOT respond to this email ..
or whatever".

Kenn
LBNL

On Wed, Apr 27, 2011 at 9:23 AM, Kenneth Crocker <kfcrocker at lbl.gov> wrote:

> Nathan,
>
> I'd do one of the following:
>
> 1) Setup a Notify Cc's on Create scrip for that RT Queue OR
> 2) Use regular email, but put your customer as the "To:" and put the RT
> email address as a "BCc:".
>
> #2 works well because as long as you have no ticket number referenced in
> the Subject line, RT will get the email and create a *new* ticket.
>
> Also, keep in mind, on ANY Notify Scrip, you can customize the template so
> that if you choos to send the email straight to RT with the customer as the
> requestor, they COULD get a better email notice, depending on what template
> you use.
>
> Hope this helps.
>
> Kenn
> LBNL
>
>
> On Wed, Apr 27, 2011 at 6:16 AM, Techmon Techmon <
> techmon at petfooddirect.com> wrote:
>
>> Another way you could do it would be to setup a separate queue that has
>> a different Scrip for "On Create Notify CCs" and a different template
>> that you would setup to your liking. You would have to remove the
>> default "On Create Notify CCs" Scrip from the Global configuration, and
>> then apply it to your other queues individually, but it would allow you
>> to make your 3rd party as a CC through the web interface for the queue
>> in question and they would be none the wiser.
>>
>> Luke Kwiecinski
>>
>>
>> -----Original Message-----
>> From: rt-users-bounces at lists.bestpractical.com
>> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Nathan
>> Ward
>> Sent: Wednesday, April 27, 2011 12:39 AM
>> To: RT-Users at lists.bestpractical.com
>> Subject: [rt-users] Using RT to track outgoing requests
>>
>> Hi all,
>>
>> I imagine this is a common problem, but I can't find anything by
>> searching the archives - I've tried a number of different search terms
>> but don't hit anything useful.
>>
>> I support a number of customers who I look after various IT things for.
>> I often want to send an email to someone who I need to work with for a
>> customer, for example, I manage a web/email server for a customer and
>> need to email the company who runs the customer's desktop machines etc.
>> as a new request initiated by me ("I've noticed this problem, here's
>> what we should do to fix" type of thing).
>>
>> If I create a new ticket in the web interface and add the 3rd party as a
>> requestor, they get a somewhat confusing Autoreply message back. That's
>> not ideal.
>> If I create a new ticket in the web interface and add the 3rd party as a
>> CC, and myself as a requestor, that works OK but I have to reply to a
>> ticket in order to get the email to the customer.
>>
>> I could also create a ticket with email, and CC the other person, but
>> they'll hit reply to all (or just reply) and emails will go outside the
>> ticketing system and/or create new tickets which is not ideal.
>>
>>
>> I have wanted to do this in the past in other situations, for example as
>> an ISP I've wanted to send a message to another ISP, or to a transit
>> provider or something, to arrange a change in our
>> interconnection/peering. I'd prefer these thing to be tracked in RT,
>> instead of my personal mail.
>>
>>
>> What are other people doing for this sort of thing?
>>
>> --
>> Nathan Ward
>>
>
>
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From ruz at bestpractical.com  Wed Apr 27 12:59:20 2011
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Wed, 27 Apr 2011 20:59:20 +0400
Subject: [rt-users] Ticket numbering to start at 2000
In-Reply-To: <A6627F290BF90640A946C48465DABF64DFC61952@FRMRSSXCHMBSB3.dc-m.alcatel-lucent.com>
References: <A6627F290BF90640A946C48465DABF64DFC61941@FRMRSSXCHMBSB3.dc-m.alcatel-lucent.com>
	<A6627F290BF90640A946C48465DABF64DFC61952@FRMRSSXCHMBSB3.dc-m.alcatel-lucent.com>
Message-ID: <BANLkTi=YryeRkf-+ksDDa2kpAbr-kwXpjA@mail.gmail.com>

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

On Wed, Apr 27, 2011 at 3:23 PM, CALLEJA-ALBILLOS, FRANCK (FRANCK)**
CTR ** <Franck.Calleja-Albillos at alcatel-lucent.com> wrote:
> It is using MYSQL database. Is it possible just to setup the auto_increment
> like described here :
>
>
>
>
>
> It depends on what database you are using. Look for the file called
> schema.Pg for postgres or schema.mysql, or whatever. You'll see a line
> that says something like:
>
> CREATE SEQUENCE tickets_id_seq;
>
> That's for Postgres. I changed it to:
>
> CREATE SEQUENCE tickets_id_seq MINVALUE 8000;
>
> Then I initialized my database.
>
>
>
> Cdt,
>
>
>
> Franck CALLEJA-ALBILLOS
>
> TREFLE pour Alcatel-Lucent
>
> Centre de Comp?tences Managed Services - IP/MPLS
>
> T?l.?: +33 1 30 77 1362
>
> Email?: franck.calleja-albillos at alcatel-lucent.com
>
>
>
> De?: rt-users-bounces at lists.bestpractical.com
> [mailto:rt-users-bounces at lists.bestpractical.com] De la part de
> CALLEJA-ALBILLOS, FRANCK (FRANCK)** CTR **
> Envoy??: mercredi 27 avril 2011 13:06
> ??: 'rt-users at lists.bestpractical.com'
> Objet?: [rt-users] Ticket numbering to start at 2000
>
>
>
> Hi,
>
>
>
> I?ve setup a new installation of RT without migrating data from a previous
> installation : reason is that new queues/custom fields are defined in the
> new installation.
>
>
>
> So the old installation has reached ticket number 1853.
>
> To avoid having trouble/confusion with my external partner (to whom we are
> giving our ticket number for reference), I would like to start ticket
> numbering to 2000 or 3000.
>
>
>
> I can?t imagine create and close 1999 tickets then use RT Schredder.
>
> Is there another easy way to do this ?
>
>
>
> Cdt,
>
>
>
> Franck CALLEJA-ALBILLOS
>
> Email?: franck.calleja-albillos at alcatel-lucent.com
>
>



-- 
Best regards, Ruslan.


From adam.clarke at strategicdata.com.au  Thu Apr 28 08:02:45 2011
From: adam.clarke at strategicdata.com.au (Adam Clarke)
Date: Thu, 28 Apr 2011 22:02:45 +1000
Subject: [rt-users] Using RT to track outgoing requests
In-Reply-To: <9D2D74A9-A13C-4F52-9649-0E80853BF9F5@daork.net>
References: <9D2D74A9-A13C-4F52-9649-0E80853BF9F5@daork.net>
Message-ID: <9D5978BC-1089-46EA-887B-4806D3FFACC4@strategicdata.com.au>

On 27/04/2011, at 2:38 PM, Nathan Ward wrote:

> I imagine this is a common problem, but I can't find anything by searching the archives - I've tried a number of different search terms but don't hit anything useful.
> 
> I support a number of customers who I look after various IT things for. I often want to send an email to someone who I need to work with for a customer, for example, I manage a web/email server for a customer and need to email the company who runs the customer's desktop machines etc. as a new request initiated by me ("I've noticed this problem, here's what we should do to fix" type of thing).
> 
> If I create a new ticket in the web interface and add the 3rd party as a requestor, they get a somewhat confusing Autoreply message back. That's not ideal.
> If I create a new ticket in the web interface and add the 3rd party as a CC, and myself as a requestor, that works OK but I have to reply to a ticket in order to get the email to the customer.
> 
> I could also create a ticket with email, and CC the other person, but they'll hit reply to all (or just reply) and emails will go outside the ticketing system and/or create new tickets which is not ideal.
> 
> 
> I have wanted to do this in the past in other situations, for example as an ISP I've wanted to send a message to another ISP, or to a transit provider or something, to arrange a change in our interconnection/peering. I'd prefer these thing to be tracked in RT, instead of my personal mail.
> 
> 
> What are other people doing for this sort of thing?

We produced a template called AutoreplyOrCorresponence. It checks to see if the creator is the same as one of the requestors on ticket creation. If so it just loads and processes the Autoreply template searching first in the current queue and if there isn't one there resorting to our global version.

If the requestor is not the creator then it processes the Correspondence template instead doing the same search as above.

The effect of using this template is that if a ticket is created on behalf of a customer they receive the message you create (on ticket creation) as if it is a reply rather than the default cryptic auto-reply. I think this is exactly what you are looking for?

If so we'll spend a bit of time adding a few comments and document our setup on the RT Wiki.

Cheers
--
Adam Clarke
www.strategicdata.com.au
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From brahim.sakka at gmail.com  Thu Apr 28 10:36:27 2011
From: brahim.sakka at gmail.com (Brahim Sakka)
Date: Thu, 28 Apr 2011 15:36:27 +0100
Subject: [rt-users] Messages to AdminCCs , as Cc not Bcc
Message-ID: <BANLkTikEvWKOuXF+UX1U3+5wbJ90TUqcNg@mail.gmail.com>

Hello list,

I've got a couple of AdminCCs in my Queue. They are getting emails as  Bcc ;
but I want them to be emailed as Cc. Is there a way to do that in RT?

Thank you in advance, and sorry if I'm missing something obvious here

--
Regards
Brahim
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From mark.jenks at iodincorporated.com  Thu Apr 28 10:31:45 2011
From: mark.jenks at iodincorporated.com (Mark Jenks)
Date: Thu, 28 Apr 2011 14:31:45 +0000
Subject: [rt-users] Users Handbook
In-Reply-To: <4DAF33DF.4000606@rice.edu>
References: <4DAF33DF.4000606@rice.edu>
Message-ID: <85D233D4F98C0B4C9D1AE2DB22C2C9DB0DB68E0A@Gbay-Exchange01.imcwi.com>

Me too!  :)

Thanks!

-Mark

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Susan McClure
Sent: Wednesday, April 20, 2011 2:29 PM
To: RT-Users; Ken Crocker
Subject: Re: [rt-users] Users Handbook

Kenn

Make me a "me three" for the Handbook as well. Thanks !


Susie

Electronic Privacy Notice. This e-mail, and any attachments, contains information that is, or may be, covered by electronic communications privacy
laws, and is also confidential and proprietary in nature. If you are not the intended recipient, please be advised that you are legally prohibited from
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received this communication in error, and then immediately delete it. Thank you in advance for your cooperation


From Franck.Calleja-Albillos at alcatel-lucent.com  Thu Apr 28 10:51:50 2011
From: Franck.Calleja-Albillos at alcatel-lucent.com (CALLEJA-ALBILLOS, FRANCK (FRANCK)** CTR **)
Date: Thu, 28 Apr 2011 16:51:50 +0200
Subject: [rt-users] Ticket numbering to start at 2000
In-Reply-To: <BANLkTi=YryeRkf-+ksDDa2kpAbr-kwXpjA@mail.gmail.com>
References: <A6627F290BF90640A946C48465DABF64DFC61941@FRMRSSXCHMBSB3.dc-m.alcatel-lucent.com>
	<A6627F290BF90640A946C48465DABF64DFC61952@FRMRSSXCHMBSB3.dc-m.alcatel-lucent.com>
	<BANLkTi=YryeRkf-+ksDDa2kpAbr-kwXpjA@mail.gmail.com>
Message-ID: <A6627F290BF90640A946C48465DABF64DFE4689A@FRMRSSXCHMBSB3.dc-m.alcatel-lucent.com>

Hi,

It worked perfectly.
Many thanks.

Cdt,

Franck CALLEJA-ALBILLOS
TREFLE pour Alcatel-Lucent
Centre de Comp?tences Managed Services - IP/MPLS

T?l.?: +33 1 30 77 1362
Email?: franck.calleja-albillos at alcatel-lucent.com

-----Message d'origine-----
De?: ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] De la part de Ruslan Zakirov
Envoy??: mercredi 27 avril 2011 18:59
??: CALLEJA-ALBILLOS, FRANCK (FRANCK)** CTR **
Cc?: rt-users at lists.bestpractical.com
Objet?: Re: [rt-users] Ticket numbering to start at 2000

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

On Wed, Apr 27, 2011 at 3:23 PM, CALLEJA-ALBILLOS, FRANCK (FRANCK)**
CTR ** <Franck.Calleja-Albillos at alcatel-lucent.com> wrote:
> It is using MYSQL database. Is it possible just to setup the auto_increment
> like described here :
>
>
>
>
>
> It depends on what database you are using. Look for the file called
> schema.Pg for postgres or schema.mysql, or whatever. You'll see a line
> that says something like:
>
> CREATE SEQUENCE tickets_id_seq;
>
> That's for Postgres. I changed it to:
>
> CREATE SEQUENCE tickets_id_seq MINVALUE 8000;
>
> Then I initialized my database.
>
>
>
> Cdt,
>
>
>
> Franck CALLEJA-ALBILLOS
>
> TREFLE pour Alcatel-Lucent
>
> Centre de Comp?tences Managed Services - IP/MPLS
>
> T?l.?: +33 1 30 77 1362
>
> Email?: franck.calleja-albillos at alcatel-lucent.com
>
>
>
> De?: rt-users-bounces at lists.bestpractical.com
> [mailto:rt-users-bounces at lists.bestpractical.com] De la part de
> CALLEJA-ALBILLOS, FRANCK (FRANCK)** CTR **
> Envoy??: mercredi 27 avril 2011 13:06
> ??: 'rt-users at lists.bestpractical.com'
> Objet?: [rt-users] Ticket numbering to start at 2000
>
>
>
> Hi,
>
>
>
> I?ve setup a new installation of RT without migrating data from a previous
> installation : reason is that new queues/custom fields are defined in the
> new installation.
>
>
>
> So the old installation has reached ticket number 1853.
>
> To avoid having trouble/confusion with my external partner (to whom we are
> giving our ticket number for reference), I would like to start ticket
> numbering to 2000 or 3000.
>
>
>
> I can?t imagine create and close 1999 tickets then use RT Schredder.
>
> Is there another easy way to do this ?
>
>
>
> Cdt,
>
>
>
> Franck CALLEJA-ALBILLOS
>
> Email?: franck.calleja-albillos at alcatel-lucent.com
>
>



-- 
Best regards, Ruslan.

From estoycon at gmail.com  Thu Apr 28 12:15:17 2011
From: estoycon at gmail.com (Eric Stoycon)
Date: Thu, 28 Apr 2011 12:15:17 -0400
Subject: [rt-users] Problems with fresh install and RTFM
Message-ID: <DC2CB82A-C940-46B6-AE88-E14F9DA9ECD6@gmail.com>

Greetings everyone
Pardon the length of this post.
I just finished installing a fresh copy of RT 3.8.8, working great, and I've been trying to get RTFM (2.4.3) to install. While it installs it isn't showing up in the webui.
I've checked the install logs and the only thing that stands out to me is what I have in bold below. 
perl Makefile.PL PREFIX=/home/rtuser           
Cannot determine author info from lib/RT/FM.pm
Cannot determine license info from lib/RT/FM.pm
Using RT configuration from /home/rtuser/lib/RT.pm:
./etc   => /home/rtuser/etc/FM
./html  => /home/rtuser/html
./lib   => /home/rtuser/lib
./po    => /home/rtuser/po/FM
For first-time installation, type 'make initdb'.
Cannot determine author info from lib/RT/FM.pm
*** Module::AutoInstall version 1.03
*** Checking for Perl dependencies...
[Core Features]
- RT                ...too old. (0 < 3.004002)
- Text::WikiFormat  ...loaded. (0.79)
- Tree::Simple      ...loaded. (1.18)
- HTML::TreeBuilder ...loaded. (4.1)
- Time::ParseDate   ...loaded. (2006.0814)
- HTML::FormatText  ...loaded. (2.04)
==> Auto-install the 1 mandatory module(s) from CPAN? [y]
*** Dependencies will be installed the next time you type 'make'.
    (You may need to do that as the 'root' user.)
*** Module::AutoInstall configuration finished.
Writing Makefile for RTFM
	
The make install runs with out a problem. I do see however that the plugins dir is empty. I am not sure if this is an issue. 
Any ideas as to why RTFM isn't showing up?

Thanks
Eric

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From falcone at bestpractical.com  Thu Apr 28 12:25:02 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 28 Apr 2011 12:25:02 -0400
Subject: [rt-users] Problems with fresh install and RTFM
In-Reply-To: <DC2CB82A-C940-46B6-AE88-E14F9DA9ECD6@gmail.com>
References: <DC2CB82A-C940-46B6-AE88-E14F9DA9ECD6@gmail.com>
Message-ID: <20110428162502.GD1000@jibsheet.com>

On Thu, Apr 28, 2011 at 12:15:17PM -0400, Eric Stoycon wrote:
>    I just finished installing a fresh copy of RT 3.8.8, working great, and I've been trying to

If you're doing a fresh install, you should really be working with
3.8.10
http://blog.bestpractical.com/2011/04/security-vulnerabilities-in-rt.html

>    get RTFM (2.4.3) to install. While it installs it isn't showing up in the webui.
>    I've checked the install logs and the only thing that stands out to me is what I have in bold
>    below.

The version check is unlikely to be relevant.

>    The make install runs with out a problem. I do see however that the plugins dir is empty. I am
>    not sure if this is an issue.
>    Any ideas as to why RTFM isn't showing up?

Can you show the make install?  If /opt/rt3/local/plugins is really
empty, then something must have failed during the install.  If you
have successfully installed the code in /opt/rt3/local/plugins then
the most common problem is an incorrect @Plugins line in your config.

-kevin
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From jlucas at eagleinvsys.com  Thu Apr 28 12:52:47 2011
From: jlucas at eagleinvsys.com (Jeff Lucas)
Date: Thu, 28 Apr 2011 12:52:47 -0400
Subject: [rt-users] Users Handbook
Message-ID: <11E641922C0B44439FB30F8936ABF62112674071@bigmail01.eagleinvsys.com>

Me too, please.  Thanks.
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From naweedmohammed.ahmed at lexisnexis.com  Thu Apr 28 12:57:28 2011
From: naweedmohammed.ahmed at lexisnexis.com (Ahmed, Mohammed Naweed (LNG-BCT))
Date: Thu, 28 Apr 2011 12:57:28 -0400
Subject: [rt-users] rt-extension-exportimport
Message-ID: <8B590F2F6F36C0489A41B816231BF1BE07067178@INFMAIL.na.choicepoint.net>

Has anybody used rt-extension-exportimport?.

 

I want to use it for archiving, I would be of great help if some one can
point me to a document on what is does or how to use it.

 

Thanks

Naweed 

 




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From estoycon at gmail.com  Thu Apr 28 13:59:34 2011
From: estoycon at gmail.com (Eric Stoycon)
Date: Thu, 28 Apr 2011 13:59:34 -0400
Subject: [rt-users] Problems with fresh install and RTFM
In-Reply-To: <20110428162502.GD1000@jibsheet.com>
References: <DC2CB82A-C940-46B6-AE88-E14F9DA9ECD6@gmail.com>
	<20110428162502.GD1000@jibsheet.com>
Message-ID: <A8323FED-D4BF-4D5E-A390-1F7561196860@gmail.com>

Kevin,
I did try 3.8.10 and had the same issue and since it was a fresh install I just tried an earlier version to see if that was the issue. 

Here is the make install output. It asked me to supply the path to the RT.pm. 
I see a few (unchanged) lines below I assume it is because I've run the install before?


Make install
/usr/bin/perl "-Iinc" Makefile.PL --config= --installdeps=RT,3.004002
Cannot determine author info from lib/RT/FM.pm
Cannot determine license info from lib/RT/FM.pm
Cannot find the location of RT.pm that defines $RT::LocalPath in: inc /home/rtuser/lib/lib/perl5/5.10.0//5.8.5/i386-linux-thread-multi /home/rtuser/lib/lib/perl5/5.10.0//5.8.5 /home/rtuser/lib/lib/perl5/5.10.0//i386-linux-thread-multi /home/rtuser/lib/lib/perl5/5.10.0//5.8.4 /home/rtuser/lib/lib/perl5/5.10.0//5.8.3 /home/rtuser/lib/lib/perl5/5.10.0//5.8.2 /home/rtuser/lib/lib/perl5/5.10.0//5.8.1 /home/rtuser/lib/lib/perl5/5.10.0//5.8.0 /home/rtuser/lib/lib/perl5/5.10.0/ /home/rtuser/lib/lib/perl5/5.8.5//5.8.5/i386-linux-thread-multi /home/rtuser/lib/lib/perl5/5.8.5//5.8.5 /home/rtuser/lib/lib/perl5/5.8.5//i386-linux-thread-multi /home/rtuser/lib/lib/perl5/5.8.5//5.8.4 /home/rtuser/lib/lib/perl5/5.8.5//5.8.3 /home/rtuser/lib/lib/perl5/5.8.5//5.8.2 /home/rtuser/lib/lib/perl5/5.8.5//5.8.1 /home/rtuser/lib/lib/perl5/5.8.5//5.8.0 /home/rtuser/lib/lib/perl5/5.8.5/ /home/rtuser/lib/lib/perl5/site_perl//5.8.5/i386-linux-thread-multi /home/rtuser/lib/lib/perl5/site_perl//5.8.5 /home/rtuser/lib/lib/perl5/site_perl//i386-linux-thread-multi /home/rtuser/lib/lib/perl5/site_perl//5.8.4 /home/rtuser/lib/lib/perl5/site_perl//5.8.3 /home/rtuser/lib/lib/perl5/site_perl//5.8.2 /home/rtuser/lib/lib/perl5/site_perl//5.8.1 /home/rtuser/lib/lib/perl5/site_perl//5.8.0 /home/rtuser/lib/lib/perl5/site_perl/ /usr/lib/perl5/5.8.5/i386-linux-thread-multi /usr/lib/perl5/5.8.5 /usr/lib/perl5/site_perl/5.8.5/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.4/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.3/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.2/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.1/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.0/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.5 /usr/lib/perl5/site_perl/5.8.4 /usr/lib/perl5/site_perl/5.8.3 /usr/lib/perl5/site_perl/5.8.2 /usr/lib/perl5/site_perl/5.8.1 /usr/lib/perl5/site_perl/5.8.0 /usr/lib/perl5/site_perl /usr/lib/perl5/vendor_perl/5.8.5/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.4/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.3/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.2/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.1/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.0/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.5 /usr/lib/perl5/vendor_perl/5.8.4 /usr/lib/perl5/vendor_perl/5.8.3 /usr/lib/perl5/vendor_perl/5.8.2 /usr/lib/perl5/vendor_perl/5.8.1 /usr/lib/perl5/vendor_perl/5.8.0 /usr/lib/perl5/vendor_perl . /opt/rt3/lib /opt/lib/rt3 /opt/lib /usr/local/rt3/lib /usr/local/lib/rt3 /usr/local/lib /home/rt3/lib /home/lib/rt3 /home/lib /usr/rt3/lib /usr/lib/rt3 /usr/lib /sw/rt3/lib /sw/lib/rt3 /sw/lib
Path to directory containing your RT.pm:  /home/rtuser
Using RT configuration from /home/rtuser/lib/RT.pm:
./etc   => /home/rtuser/local/plugins/RT-FM/etc
./html  => /home/rtuser/local/plugins/RT-FM/html
./lib   => /home/rtuser/local/plugins/RT-FM/lib
./po    => /home/rtuser/local/plugins/RT-FM/po
For first-time installation, type 'make initdb'.
Cannot determine author info from lib/RT/FM.pm
Skip blib/lib/RT/FM/Article.pm (unchanged)
Skip blib/lib/RT/FM/Topic_Overlay.pm (unchanged)
Skip blib/lib/RT/FM/TopicCollection_Overlay.pm (unchanged)
Skip blib/lib/RT/FM/ObjectTopic.pm (unchanged)
Skip blib/lib/RT/FM/Record.pm (unchanged)
Skip blib/lib/RT/FM/ObjectTopicCollection_Overlay.pm (unchanged)
Skip blib/lib/RT/URI/fsck_com_rtfm.pm (unchanged)
Skip blib/lib/RT/FM/Introduction.pod (unchanged)
Skip blib/lib/RT/FM/Class.pm (unchanged)
Skip blib/lib/RT/URI/a.pm (unchanged)
Skip blib/lib/RT/FM/ArticleCollection.pm (unchanged)
Skip blib/lib/RT/FM/Article_Overlay.pm (unchanged)
Skip blib/lib/RT/FM/ObjectTopicCollection.pm (unchanged)
Skip blib/lib/RT/FM/ClassCollection_Overlay.pm (unchanged)
Skip blib/lib/RT/FM.pm (unchanged)
Skip blib/lib/RT/FM/Class_Overlay.pm (unchanged)
Skip blib/lib/RT/FM/ArticleCollection_Overlay.pm (unchanged)
Skip blib/lib/RT/FM/SearchBuilder.pm (unchanged)
Skip blib/lib/RT/FM/TopicCollection.pm (unchanged)
Skip blib/lib/RT/FM/Topic.pm (unchanged)
Skip blib/lib/RT/FM/ClassCollection.pm (unchanged)
Skip blib/lib/RT/FM/System.pm (unchanged)
Manifying blib/man3/RT::FM::Topic_Overlay.3pm
Manifying blib/man3/RT::FM::Article.3pm
Manifying blib/man3/RT::FM::TopicCollection_Overlay.3pm
Manifying blib/man3/RT::FM::ObjectTopic.3pm
Manifying blib/man3/RT::FM::ObjectTopicCollection_Overlay.3pm
Manifying blib/man3/RT::FM::Record.3pm
Manifying blib/man3/RT::URI::fsck_com_rtfm.3pm
Manifying blib/man3/RT::FM::ArticleCollection.3pm
Manifying blib/man3/RT::URI::a.3pm
Manifying blib/man3/RT::FM::Introduction.3pm
Manifying blib/man3/RT::FM::Class.3pm
Manifying blib/man3/RT::FM::Article_Overlay.3pm
Manifying blib/man3/RT::FM::ObjectTopicCollection.3pm
Manifying blib/man3/RT::FM::ClassCollection_Overlay.3pm
Manifying blib/man3/RT::FM::Class_Overlay.3pm
Manifying blib/man3/RT::FM::ArticleCollection_Overlay.3pm
Manifying blib/man3/RT::FM::SearchBuilder.3pm
Manifying blib/man3/RT::FM::TopicCollection.3pm
Manifying blib/man3/RT::FM::Topic.3pm
Manifying blib/man3/RT::FM::ClassCollection.3pm
Manifying blib/man3/RT::FM::System.3pm
Appending installation info to /home/rtuser/lib/perllocal.pod

On Apr 28, 2011, at 12:25 PM, Kevin Falcone wrote:

> On Thu, Apr 28, 2011 at 12:15:17PM -0400, Eric Stoycon wrote:
>>   I just finished installing a fresh copy of RT 3.8.8, working great, and I've been trying to
> 
> If you're doing a fresh install, you should really be working with
> 3.8.10
> http://blog.bestpractical.com/2011/04/security-vulnerabilities-in-rt.html

> 
>>   get RTFM (2.4.3) to install. While it installs it isn't showing up in the webui.
>>   I've checked the install logs and the only thing that stands out to me is what I have in bold
>>   below.
> 
> The version check is unlikely to be relevant.
> 
>>   The make install runs with out a problem. I do see however that the plugins dir is empty. I am
>>   not sure if this is an issue.
>>   Any ideas as to why RTFM isn't showing up?
> 
> Can you show the make install?  If /opt/rt3/local/plugins is really
> empty, then something must have failed during the install.  If you
> have successfully installed the code in /opt/rt3/local/plugins then
> the most common problem is an incorrect @Plugins line in your config.
> 
> -kevin


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From falcone at bestpractical.com  Thu Apr 28 14:05:26 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 28 Apr 2011 14:05:26 -0400
Subject: [rt-users] Problems with fresh install and RTFM
In-Reply-To: <A8323FED-D4BF-4D5E-A390-1F7561196860@gmail.com>
References: <DC2CB82A-C940-46B6-AE88-E14F9DA9ECD6@gmail.com>
	<20110428162502.GD1000@jibsheet.com>
	<A8323FED-D4BF-4D5E-A390-1F7561196860@gmail.com>
Message-ID: <20110428180526.GE1000@jibsheet.com>

On Thu, Apr 28, 2011 at 01:59:34PM -0400, Eric Stoycon wrote:
>    I did try 3.8.10 and had the same issue and since it was a fresh install I just tried an
>    earlier version to see if that was the issue.

You really shouldn't be running 3.8.8 at all, 3.8.10 is the right
thing here.

>    Here is the make install output. It asked me to supply the path to the RT.pm.
>    I see a few (unchanged) lines below I assume it is because I've run the install before?

Where are you actually installing RT and where are you untarring RTFM and
running make install from?  It appears that you're just installing
into /home/rtuser blind, not into a /home/rtuser/rt3 or
/home/rtuser/rt-3.8.10?

>    ./lib   => /home/rtuser/local/plugins/RT-FM/lib
> 
>>          The make install runs with out a problem. I do see however that the plugins dir is
>>        empty. I am

Make install believes that it put code in /home/rtuser/local/plugins,
what do you see there?

-kevin
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From estoycon at gmail.com  Thu Apr 28 14:43:05 2011
From: estoycon at gmail.com (Eric Stoycon)
Date: Thu, 28 Apr 2011 14:43:05 -0400
Subject: [rt-users] Problems with fresh install and RTFM
In-Reply-To: <20110428180526.GE1000@jibsheet.com>
References: <DC2CB82A-C940-46B6-AE88-E14F9DA9ECD6@gmail.com>
	<20110428162502.GD1000@jibsheet.com>
	<A8323FED-D4BF-4D5E-A390-1F7561196860@gmail.com>
	<20110428180526.GE1000@jibsheet.com>
Message-ID: <87B0914D-312D-470B-9C9C-6F03B7A3C284@gmail.com>

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


As far as the install locations go. I don't have root to the box so RT is installed in /home/rtuser and everything, but mysql, is relative to that location.
rt was configured with --prefix=$HOME --with-my-user-group --with-apachectl=$HOME/bin

I am installing RTFM from /home/rtuser/src/RTFM-2.4.3
RT was installed from ~/src/rt-3.8.8 
running ls in /home/rtuser/local/plugins shows nothing in the dir




On Apr 28, 2011, at 2:05 PM, Kevin Falcone wrote:

> On Thu, Apr 28, 2011 at 01:59:34PM -0400, Eric Stoycon wrote:
>>   I did try 3.8.10 and had the same issue and since it was a fresh install I just tried an
>>   earlier version to see if that was the issue.
> 
> You really shouldn't be running 3.8.8 at all, 3.8.10 is the right
> thing here.
> 
>>   Here is the make install output. It asked me to supply the path to the RT.pm.
>>   I see a few (unchanged) lines below I assume it is because I've run the install before?
> 
> Where are you actually installing RT and where are you untarring RTFM and
> running make install from?  It appears that you're just installing
> into /home/rtuser blind, not into a /home/rtuser/rt3 or
> /home/rtuser/rt-3.8.10?
> 
>>   ./lib   => /home/rtuser/local/plugins/RT-FM/lib
>> 
>>>         The make install runs with out a problem. I do see however that the plugins dir is
>>>       empty. I am
> 
> Make install believes that it put code in /home/rtuser/local/plugins,
> what do you see there?
> 
> -kevin

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From falcone at bestpractical.com  Thu Apr 28 14:57:05 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 28 Apr 2011 14:57:05 -0400
Subject: [rt-users] Problems with fresh install and RTFM
In-Reply-To: <87B0914D-312D-470B-9C9C-6F03B7A3C284@gmail.com>
References: <DC2CB82A-C940-46B6-AE88-E14F9DA9ECD6@gmail.com>
	<20110428162502.GD1000@jibsheet.com>
	<A8323FED-D4BF-4D5E-A390-1F7561196860@gmail.com>
	<20110428180526.GE1000@jibsheet.com>
	<87B0914D-312D-470B-9C9C-6F03B7A3C284@gmail.com>
Message-ID: <20110428185705.GF1000@jibsheet.com>

On Thu, Apr 28, 2011 at 02:43:05PM -0400, Eric Stoycon wrote:
> -----BEGIN PGP SIGNED MESSAGE-----
> Hash: SHA1
> 
> 
> As far as the install locations go. I don't have root to the box so RT is installed in /home/rtuser and everything, but mysql, is relative to that location.
> rt was configured with --prefix=$HOME --with-my-user-group --with-apachectl=$HOME/bin

For sanity, I'd suggest using --prefix=$HOME/rtversion

> I am installing RTFM from /home/rtuser/src/RTFM-2.4.3
> RT was installed from ~/src/rt-3.8.8 
> running ls in /home/rtuser/local/plugins shows nothing in the dir

How are you running Makefile.PL for RTFM?  Are you specifying a
PREFIX?

-kevin
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From estoycon at gmail.com  Thu Apr 28 15:07:23 2011
From: estoycon at gmail.com (Eric Stoycon)
Date: Thu, 28 Apr 2011 15:07:23 -0400
Subject: [rt-users] Problems with fresh install and RTFM
In-Reply-To: <20110428185705.GF1000@jibsheet.com>
References: <DC2CB82A-C940-46B6-AE88-E14F9DA9ECD6@gmail.com>
	<20110428162502.GD1000@jibsheet.com>
	<A8323FED-D4BF-4D5E-A390-1F7561196860@gmail.com>
	<20110428180526.GE1000@jibsheet.com>
	<87B0914D-312D-470B-9C9C-6F03B7A3C284@gmail.com>
	<20110428185705.GF1000@jibsheet.com>
Message-ID: <6A1E375D-49EA-4B7E-9FC3-E9DDD3C5DD45@gmail.com>

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

Yes 
perl Makefile.PL PREFIX=$HOME

On Apr 28, 2011, at 2:57 PM, Kevin Falcone wrote:

> On Thu, Apr 28, 2011 at 02:43:05PM -0400, Eric Stoycon wrote:
>> -----BEGIN PGP SIGNED MESSAGE-----
>> Hash: SHA1
>> 
>> 
>> As far as the install locations go. I don't have root to the box so RT is installed in /home/rtuser and everything, but mysql, is relative to that location.
>> rt was configured with --prefix=$HOME --with-my-user-group --with-apachectl=$HOME/bin
> 
> For sanity, I'd suggest using --prefix=$HOME/rtversion
> 
>> I am installing RTFM from /home/rtuser/src/RTFM-2.4.3
>> RT was installed from ~/src/rt-3.8.8 
>> running ls in /home/rtuser/local/plugins shows nothing in the dir
> 
> How are you running Makefile.PL for RTFM?  Are you specifying a
> PREFIX?
> 
> -kevin

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From falcone at bestpractical.com  Thu Apr 28 15:05:57 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 28 Apr 2011 15:05:57 -0400
Subject: [rt-users] [Rt-announce] RT 4.0.0 Released
Message-ID: <20110428190557.GJ14886@jibsheet.com>

Today we're releasing RT 4.0.0.  This release represents over a year
of hard work and more than 2000 commits.  With a new major version
number, we took this opportunity to tidy up some of the older bits of RT
and allow us to grow features through the RT 4 series.  We hope you'll
find it a worthy successor to RT 3.

Many, but not all, of our new features are the result of work done for
clients.  Enhanced full-text search, the integration of RTFM as
Articles, refreshed ticket create and update pages, better control of
ticket notifications, Lifecycles, and quote-folding of emails in ticket
display all began life as extensions we built for clients.

We've also heard your requests in the form of feature requests, bug
reports and patches and they've driven our new theme for RT 4, a new
logo and theme editor, new custom field types and display options, the
mobile UI and reorganized and revised documentation.  As a result of
your feedback, we also fixed hundreds of bugs and improved performance.

With so many changes by 16 authors over the course of a year, it would
be hard to summarize everything we added, fixed or improved.  Over the
next few weeks, we'll be posting a series of articles on what's new in
RT 4.0 to http://blog.bestpractical.com.  A list of new features in RT
4.0 is also available at http://bestpractical.com/rt/whats-new-in-4.html.

If you'd like to explore all of the changes we've made in the run up to
4.0.0, visit https://github.com/bestpractical/rt/

Download

http://download.bestpractical.com/pub/rt/release/rt-4.0.0.tar.gz
http://download.bestpractical.com/pub/rt/release/rt-4.0.0.tar.gz.sig

SHA1 Sums

b2cf8d2ceb8bf97e5eeb08cb7d05760ca148df9f  rt-4.0.0.tar.gz
5a6b04bf9bb6437b74138bc6ad7eabae39d36e6d  rt-4.0.0.tar.gz.sig

We've done our best to ensure that upgrading from RT 3 to RT 4.0 will
be as smooth as possible for you.  If you have questions as you upgrade,
please don't hesitate to write to rt-users at lists.bestpractical.com for
community support.  If you'd rather have professional support from the
folks who built RT, drop us a line at sales at bestpractical.com.

We've talked our sales team into including free basic upgrades from RT 3
to RT 4 if you sign up for a new RT 4 support contract within the next
two months.  The new RT 4 support contracts are less expensive and come
with lots of great new features. http://bestpractical.com/services/support.html
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_______________________________________________
RT-Announce mailing list
RT-Announce at lists.bestpractical.com
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-announce

From falcone at bestpractical.com  Thu Apr 28 15:14:27 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 28 Apr 2011 15:14:27 -0400
Subject: [rt-users] Problems with fresh install and RTFM
In-Reply-To: <6A1E375D-49EA-4B7E-9FC3-E9DDD3C5DD45@gmail.com>
References: <DC2CB82A-C940-46B6-AE88-E14F9DA9ECD6@gmail.com>
	<20110428162502.GD1000@jibsheet.com>
	<A8323FED-D4BF-4D5E-A390-1F7561196860@gmail.com>
	<20110428180526.GE1000@jibsheet.com>
	<87B0914D-312D-470B-9C9C-6F03B7A3C284@gmail.com>
	<20110428185705.GF1000@jibsheet.com>
	<6A1E375D-49EA-4B7E-9FC3-E9DDD3C5DD45@gmail.com>
Message-ID: <20110428191427.GG1000@jibsheet.com>

On Thu, Apr 28, 2011 at 03:07:23PM -0400, Eric Stoycon wrote:
> perl Makefile.PL PREFIX=$HOME

There's your problem

You've now installed RTFM into $HOME/lib and probably done other
interesting things.

perl Makefile.PL and tell it where RT.pm is
make install will put it in local/plugins/ like it should

-kevin

> On Apr 28, 2011, at 2:57 PM, Kevin Falcone wrote:
> 
> > On Thu, Apr 28, 2011 at 02:43:05PM -0400, Eric Stoycon wrote:
> >> -----BEGIN PGP SIGNED MESSAGE-----
> >> Hash: SHA1
> >> 
> >> 
> >> As far as the install locations go. I don't have root to the box so RT is installed in /home/rtuser and everything, but mysql, is relative to that location.
> >> rt was configured with --prefix=$HOME --with-my-user-group --with-apachectl=$HOME/bin
> > 
> > For sanity, I'd suggest using --prefix=$HOME/rtversion
> > 
> >> I am installing RTFM from /home/rtuser/src/RTFM-2.4.3
> >> RT was installed from ~/src/rt-3.8.8 
> >> running ls in /home/rtuser/local/plugins shows nothing in the dir
> > 
> > How are you running Makefile.PL for RTFM?  Are you specifying a
> > PREFIX?
> > 
> > -kevin
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From rainer at ultra-secure.de  Thu Apr 28 15:25:46 2011
From: rainer at ultra-secure.de (rainer at ultra-secure.de)
Date: Thu, 28 Apr 2011 21:25:46 +0200
Subject: [rt-users] Problems with fresh install and RTFM
In-Reply-To: <20110428191427.GG1000@jibsheet.com>
References: <DC2CB82A-C940-46B6-AE88-E14F9DA9ECD6@gmail.com>
	<20110428162502.GD1000@jibsheet.com>
	<A8323FED-D4BF-4D5E-A390-1F7561196860@gmail.com>
	<20110428180526.GE1000@jibsheet.com>
	<87B0914D-312D-470B-9C9C-6F03B7A3C284@gmail.com>
	<20110428185705.GF1000@jibsheet.com>
	<6A1E375D-49EA-4B7E-9FC3-E9DDD3C5DD45@gmail.com>
	<20110428191427.GG1000@jibsheet.com>
Message-ID: <5b0234c5aecc659aa1656d00e306b897.squirrel@webmail.ultra-secure.de>

> On Thu, Apr 28, 2011 at 03:07:23PM -0400, Eric Stoycon wrote:
>> perl Makefile.PL PREFIX=$HOME
>
> There's your problem
>
> You've now installed RTFM into $HOME/lib and probably done other
> interesting things.
>
> perl Makefile.PL and tell it where RT.pm is
> make install will put it in local/plugins/ like it should


Actually,

I found that one has to define RTHOME with RT's homedirectory and then
plugin-installs usually work.


Rainer


From estoycon at gmail.com  Thu Apr 28 15:39:50 2011
From: estoycon at gmail.com (Eric Stoycon)
Date: Thu, 28 Apr 2011 15:39:50 -0400
Subject: [rt-users] Problems with fresh install and RTFM
In-Reply-To: <20110428191427.GG1000@jibsheet.com>
References: <DC2CB82A-C940-46B6-AE88-E14F9DA9ECD6@gmail.com>
	<20110428162502.GD1000@jibsheet.com>
	<A8323FED-D4BF-4D5E-A390-1F7561196860@gmail.com>
	<20110428180526.GE1000@jibsheet.com>
	<87B0914D-312D-470B-9C9C-6F03B7A3C284@gmail.com>
	<20110428185705.GF1000@jibsheet.com>
	<6A1E375D-49EA-4B7E-9FC3-E9DDD3C5DD45@gmail.com>
	<20110428191427.GG1000@jibsheet.com>
Message-ID: <7189CE5A-2F73-442D-B824-206339D77843@gmail.com>

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

Kevin, 
Removing the PREFIX worked. RTFM shows up now
Thanks for your help


On Apr 28, 2011, at 3:14 PM, Kevin Falcone wrote:

> On Thu, Apr 28, 2011 at 03:07:23PM -0400, Eric Stoycon wrote:
>> perl Makefile.PL PREFIX=$HOME
> 
> There's your problem
> 
> You've now installed RTFM into $HOME/lib and probably done other
> interesting things.
> 
> perl Makefile.PL and tell it where RT.pm is
> make install will put it in local/plugins/ like it should
> 
> -kevin
> 
>> On Apr 28, 2011, at 2:57 PM, Kevin Falcone wrote:
>> 
>>> On Thu, Apr 28, 2011 at 02:43:05PM -0400, Eric Stoycon wrote:
>>>> -----BEGIN PGP SIGNED MESSAGE-----
>>>> Hash: SHA1
>>>> 
>>>> 
>>>> As far as the install locations go. I don't have root to the box so RT is installed in /home/rtuser and everything, but mysql, is relative to that location.
>>>> rt was configured with --prefix=$HOME --with-my-user-group --with-apachectl=$HOME/bin
>>> 
>>> For sanity, I'd suggest using --prefix=$HOME/rtversion
>>> 
>>>> I am installing RTFM from /home/rtuser/src/RTFM-2.4.3
>>>> RT was installed from ~/src/rt-3.8.8 
>>>> running ls in /home/rtuser/local/plugins shows nothing in the dir
>>> 
>>> How are you running Makefile.PL for RTFM?  Are you specifying a
>>> PREFIX?
>>> 
>>> -kevin

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From falcone at bestpractical.com  Thu Apr 28 15:40:36 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 28 Apr 2011 15:40:36 -0400
Subject: [rt-users] Problems with fresh install and RTFM
In-Reply-To: <5b0234c5aecc659aa1656d00e306b897.squirrel@webmail.ultra-secure.de>
References: <DC2CB82A-C940-46B6-AE88-E14F9DA9ECD6@gmail.com>
	<20110428162502.GD1000@jibsheet.com>
	<A8323FED-D4BF-4D5E-A390-1F7561196860@gmail.com>
	<20110428180526.GE1000@jibsheet.com>
	<87B0914D-312D-470B-9C9C-6F03B7A3C284@gmail.com>
	<20110428185705.GF1000@jibsheet.com>
	<6A1E375D-49EA-4B7E-9FC3-E9DDD3C5DD45@gmail.com>
	<20110428191427.GG1000@jibsheet.com>
	<5b0234c5aecc659aa1656d00e306b897.squirrel@webmail.ultra-secure.de>
Message-ID: <20110428194036.GH1000@jibsheet.com>

On Thu, Apr 28, 2011 at 09:25:46PM +0200, rainer at ultra-secure.de wrote:
> > On Thu, Apr 28, 2011 at 03:07:23PM -0400, Eric Stoycon wrote:
> >> perl Makefile.PL PREFIX=$HOME
> >
> > There's your problem
> >
> > You've now installed RTFM into $HOME/lib and probably done other
> > interesting things.
> >
> > perl Makefile.PL and tell it where RT.pm is
> > make install will put it in local/plugins/ like it should
> 
> 
> I found that one has to define RTHOME with RT's homedirectory and then
> plugin-installs usually work.

All this does is shortcut the question about where to find RT.pm,
and answering the question will work fine.

Using PREFIX with an RT Extension is just going to lead to failures

-kevin
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From falcone at bestpractical.com  Thu Apr 28 15:42:01 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 28 Apr 2011 15:42:01 -0400
Subject: [rt-users] Problems with fresh install and RTFM
In-Reply-To: <7189CE5A-2F73-442D-B824-206339D77843@gmail.com>
References: <DC2CB82A-C940-46B6-AE88-E14F9DA9ECD6@gmail.com>
	<20110428162502.GD1000@jibsheet.com>
	<A8323FED-D4BF-4D5E-A390-1F7561196860@gmail.com>
	<20110428180526.GE1000@jibsheet.com>
	<87B0914D-312D-470B-9C9C-6F03B7A3C284@gmail.com>
	<20110428185705.GF1000@jibsheet.com>
	<6A1E375D-49EA-4B7E-9FC3-E9DDD3C5DD45@gmail.com>
	<20110428191427.GG1000@jibsheet.com>
	<7189CE5A-2F73-442D-B824-206339D77843@gmail.com>
Message-ID: <20110428194201.GI1000@jibsheet.com>

On Thu, Apr 28, 2011 at 03:39:50PM -0400, Eric Stoycon wrote:

> Removing the PREFIX worked. RTFM shows up now
> Thanks for your help

For the record, you may have two copies, one in lib and one in
local/plugins and you should probably clean that up before it causes
you issues.

-kevin
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From eguzman at cvimellesgriot.com  Thu Apr 28 16:10:20 2011
From: eguzman at cvimellesgriot.com (Eli Guzman)
Date: Thu, 28 Apr 2011 14:10:20 -0600
Subject: [rt-users] Is a time zone user preference available?
In-Reply-To: <BANLkTi=Hrfeku-ebQU_WH3pRe_pnLV5r1w@mail.gmail.com>
References: <FFF4607FCF6D774C9B4B44B062753423030855E0@abqex2.cvi-mg.com><4DAF0D54.1060808@bestpractical.com><FFF4607FCF6D774C9B4B44B062753423030855EB@abqex2.cvi-mg.com><FFF4607FCF6D774C9B4B44B062753423030856E7@abqex2.cvi-mg.com><20110420200039.GI725@jibsheet.com><FFF4607FCF6D774C9B4B44B062753423030C37FB@abqex2.cvi-mg.com><BANLkTikXhTLjHTT_GWGd9tHSN08_8A8Otw@mail.gmail.com><FFF4607FCF6D774C9B4B44B062753423030C3921@abqex2.cvi-mg.com><FFF4607FCF6D774C9B4B44B062753423030C3E58@abqex2.cvi-mg.com>
	<BANLkTi=Hrfeku-ebQU_WH3pRe_pnLV5r1w@mail.gmail.com>
Message-ID: <FFF4607FCF6D774C9B4B44B06275342303106BB6@abqex2.cvi-mg.com>

Hey Ruslan,

I actually was able to get the time zone to switch properly for users, I had to install the following two packages:

- Bundle::Apache2
- Apache2::Reload

I also made the following change to /etc/httpd/conf/httpd.conf:

PerlOptions +GlobalRequest

Once the httpd service was restarted I was immediately able to see the change - so thanks for the suggestions they certainly helped.

I have one more issue, I am working on and this is enabling the full SSO (auto-login) function of RT::Authen::LDAP, but I keep running into some issues. AD users are able to authenticated against AD, but the RT interface won't automatically log them in. I think my RT_SiteConfig.pm (the one located at /opt/rt3/local/plugins/RT-Authen-ExternalAuth/etc) is correct:


less /opt/rt3/local/plugins/RT-Authen-ExternalAuth/etc/RT_SiteConfig.pm
   Set($ExternalAuthPriority,           [ 'My_LDAP' ] );
   Set($ExternalInfoPriority,           [ 'My_LDAP' ] );
   Set($ExternalServiceUsesSSLorTLS,    0);
   Set($AutoCreateNonExternalUsers,     0);

   Set($ExternalSettings,      {
                        'My_LDAP'               =>  {

                        'type'                  =>  'ldap',
                        'server'                =>  'IP-OF-SERVER',
                        'user'                  =>  'cvi-mg\ldap',  #'cn=ldap,cn=Services,dc=domain,dc=com', <--nw
                        'pass'                  =>  'userpassword',
                        'base'                  =>  'dc=domain,dc=com',

                        'filter'                =>  '(&(ObjectCategory=User)(ObjectClass=Person))',
                        'd_filter'              =>  '(userAccountControl:1.2.840.113556.1.4.803:=2)',

                        'tls'                   =>  0,
   #                    'ssl_version'           =>  3,

                        'net_ldap_args'         => [    version =>  3           ],
                        'group'                 =>  'cn=RTUsers,ou=Services,dc=cvi-mg,dc=com',
                        'group_attr'            =>  'member',

                        'attr_match_list'       => [   'Name', 'EmailAddress'   ],
                        'attr_map'              => {   'Name' => 'sAMAccountName',
                                                       'EmailAddress' => 'mail',
                                                       'Organization' => 'physicalDeliveryOfficeName',
                                                       'RealName' => 'cn',
                                                       'ExternalAuthId' => 'sAMAccountName',
                                                       'Gecos' => 'sAMAccountName',
                                                       'WorkPhone' => 'telephoneNumber',
                                                       'Address1' => 'streetAddress',
                                                       'City' => 'l',
                                                       'State' => 'st',
                                                       'Zip' => 'postalCode',
                                                       'Country' => 'co'
                                                   }
                                                   }
                               }
   );

   1;


However, when a user who is part of the 'RTUsersGroup' within AD attempts to load the main RT page via any browser the following message gets generated by rt.log:

[Tue Apr 26 22:38:24 2011] [debug]: Autohandler called ExternalAuth. Response: (0, No User)  (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Elements/DoAuth:26)
[Tue Apr 26 22:38:24 2011] [debug]: Attempting to use external auth service: My_LDAP  (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:64)
[Tue Apr 26 22:38:24 2011] [debug]: SSO Failed and no user to test with. Nexting  (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:92)
[Tue Apr 26 22:38:24 2011] [debug]: Autohandler called ExternalAuth. Response: (0, No User)  (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Elements/DoAuth:26)

I have looked at the files mentioned above (ExternalAuth.pm, Doauth.pm, etc, etc) and have not been able to pinpoint the problem. My guess is that the credentials are either not being passed from LDAP to RT via the SSO check mentioned in this file '/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm' starting in line 71:


     71         #############################################################
     72         ####################### SSO Check ###########################
     73         #############################################################
     74         if ($config->{'type'} eq 'cookie') {
     75             # Currently, Cookie authentication is our only SSO method
     76             $username = RT::Authen::ExternalAuth::DBI::GetCookieAuth($config);
     77         }
     78         #############################################################
     79
     80         # If $username is defined, we have a good SSO $username and can
     81         # safely bypass the password checking later on; primarily because
     82         # it's VERY unlikely we even have a password to check if an SSO succeeded.
     83         $pass_bypass = 0;
     84         if(defined($username)) {
     85             $RT::Logger->debug("Pass not going to be checked, attempting SSO");
     86             $pass_bypass = 1;
     87         } else {
     88
     89             # SSO failed and no $user was passed for a login attempt
     90             # We only don't return here because the next iteration could be an SSO attempt
     91             unless(defined($given_user)) {
     92                 $RT::Logger->debug("SSO Failed and no user to test with. Nexting");
     93                 next;
     94             }
     95
     96             # We don't have an SSO login, so we will be using the credentials given
     97             # on RT's login page to do our authentication.
     98             $username = $given_user;

So here is where it gets a bit dicey for me, I am not entirely certain if the value for the $username variable (line 76) is being properly passed by our AD server and fails the SSO check (line 92), and then immediately jumps to line 98 to wait for the authentication to be manually entered (this part works if credentials are entered manually, LDAP authentication goes through normally). 

So my question is why is it nexting (as per the rt.log), and not picking up the user name from the operating environment (just as an FYI most of our users are on Windows XP, 7 clients, running IE8 and Mozilla Firefox 3.6+), and automatically picking up on the credentials for the user. 

My guess is that I have something probably not set correctly within the RT_SiteCOnfig.pm (for RT::Authen::LDAP), or the issue could be a missing Perl component (probably not being called from httpd.conf) I have not thought of as of yet. But as I said this are just initial guesses - any input anyone can offer would be great.

Thanks,
Eli


-----Original Message-----
From: ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] On Behalf Of Ruslan Zakirov
Sent: Thursday, April 21, 2011 8:51 PM
To: Eli Guzman
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Is a time zone user preference available?

Hello,

Look into logs for additional info about blank page.

You have several options:

* switch over fcgi
* figure out why modperl handler doesn't work
* find/write patch for RT that uses Env::C in Date.pm

On Fri, Apr 22, 2011 at 4:27 AM, Eli Guzman <eguzman at cvimellesgriot.com> wrote:
> ----Original Message----
> From: rt-users-bounces at lists.bestpractical.com
> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Eli 
> Guzman Sent: Wednesday, April 20, 2011 9:10 PM To: Ruslan Zakirov
> Cc: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] Is a time zone user preference available?
>
>> ----Original Message----
>> From: ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] On 
>> Behalf Of Ruslan Zakirov Sent: Wednesday, April 20, 2011 7:43 PM To:
>> Eli Guzman
>> Cc: rt-users at lists.bestpractical.com
>> Subject: Re: [rt-users] Is a time zone user preference available?
>>
>>> Hello,
>>>
>>> Do you use mod_perl? Try "SetHandler modperl" instead of "SetHandler 
>>> perl-script" in apache's config. Don't forget to stop/start the 
>>> server.
>>>
>>> On Thu, Apr 21, 2011 at 12:14 AM, Eli Guzman 
>>> <eguzman at cvimellesgriot.com> wrote:
>>>> ----Original Message----
>>>> From: rt-users-bounces at lists.bestpractical.com
>>>> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of 
>>>> Kevin Falcone Sent: Wednesday, April 20, 2011 2:01 PM To:
>>>> rt-users at lists.bestpractical.com Subject: Re: [rt-users] Is a time 
>>>> zone user preference available?
>>>>
>>>>> On Wed, Apr 20, 2011 at 01:25:41PM -0600, Eli Guzman wrote:
>>>>>>>> There's no need for elaborate schemes. Timezone, along with 
>>>>>>>> language, is on the user About Me page.
>>>>>>>>
>>>>>>>> Thomas
>>>>>>>
>>>>>>> Hey Thomas,
>>>>>>>
>>>>>>> Thanks a bunch, somehow I missed that ;).
>>>>>>>
>>>>>>> Eli
>>>>>>
>>>>>> Not sure how common this issue is, but I have changed the 'About 
>>>>>> Me' timezone preferences, however the change isn't reflected on 
>>>>>> the interface. See images below:
>>>>>>
>>>>>> http://min.us/mDnN4uxnfqIBg#1
>>>>>
>>>>> You've neglected to say:
>>>>>
>>>>> What you set it to in About Me.
>>>>> What time you expect to see.
>>>>>
>>>>> I see something roughly 2 hours behind the current time, so assume 
>>>>> it is showing in Mountain time
>>>>>
>>>>> -kevin
>>>>>
>>>>>> I had the $Timezone variable in RT_SiteConfig.pm set to the
>>>>>> following: Set($Timezone , 'US/Mountain'); but I commented this 
>>>>>> out (restarted httpd services)to see if there was any change to 
>>>>>> the interface, but nothing so far. Time is being synched via 
>>>>>> NTPD/system clock is not currently set to UTC/and system TZ is 
>>>>>> set to Denver TZ (-0700 GMT). Could I be missing something 
>>>>>> obvious here?
>>>>>>
>>>>>> Thanks for any insights!
>>>>>>
>>>>>> Regards,
>>>>>> Eli
>>>>
>>>> Hey Kevin,
>>>>
>>>> Yes you are correct, it is showing that it is currently set 
>>>> Mountain TZ (which was what the RT_SiteConfig was set to), and I 
>>>> went ahead and changed the preference under the about me section to 
>>>> 'Europe/London +0100', but for some reason the change has not taken 
>>>> effect.
>>>>
>>>> Just not sure as to why, could this perhaps be related to the 
>>>> database itself? Currently MySQL should be getting TZ data from the 
>>>> OS itself, but I believe I can hard-set it in the my.ini file, not 
>>>> sure if this is the preferred method for RT/or to be honest if it 
>>>> should matter if the DB should be set to a specific TZ.
>>>>
>>>> Regards,
>>>> Eli
>>
>> Hey Ruslan,
>>
>> I can give that a try and let you know if it fixes the issue; thanks 
>> for the input.
>>
>> Regards,
>> Eli
>
> Hey Ruslan,
>
> I have mod_perl installed on the system:
>
> [root at xxx ~]# yum list mod_perl
> Loaded plugins: rhnplugin, security
> Installed Packages
> mod_perl.x86_64 ? ? ? ? ? ? ? ? ? ? ? ? ? ? 2.0.4-6.el5 installed
>
> However I was not using it directly with RT3, here is my
> /etc/httpd/conf.d/rt3.conf:
>
> Alias /ticket "/opt/rt3/share/html"
>
> PerlRequire /opt/rt3/bin/webmux.pl
>
> <Directory "/opt/rt3/share/html">
> ?AllowOverride All
> ?Options ExecCGI FollowSymLinks
>
> ?RewriteEngine On
> ?RedirectMatch permanent (.*)/$ $1/index.html
> ?AddDefaultCharset UTF-8
> ?SetHandler perl-script
> ?#SetHandler modperl <-- Interface did not load -- just a blank screen
> ?PerlHandler RT::Mason
>
> At first I tried reloading apache with the 'SetHandler modperl' line 
> but this caused RT3 not to load (just a blank screen) so as you can 
> see I commented out the line, and reloaded httpd services, the RT app 
> was returned to normal at that point.
>
> So I am guessing that the RPM version I have installed of mod_perl is 
> not compatible with RT3, so this leaves me with being able to use 
> perl-script handler.
>
> I did change the system time to just use UTC:
>
> [root at xxx ~]# date
> Fri Apr 22 00:10:12 UTC 2011
>
> I reloaded MySQL services and this forced the database to use UTC 
> instead of MDT:
>
> mysql> select distinct @@system_time_zone from user;
> +--------------------+
> | @@system_time_zone |
> +--------------------+
> | UTC ? ? ? ? ? ? ? ?|
> +--------------------+
> 1 row in set (0.00 sec)
>
> Now the database shows the time as UTC, and so do tickets on the RT 
> interface as well. However, I am still unable to change to different 
> timezones for any user.
>
> Could this be an inconsistency of using "SetHandler perl-script" 
> rather than 'mod_perl' in my RT3 specific Apache configuration? And if 
> this is the case, since I am unable to use the RPM version of 
> mod_perl; should I just build mod_perl from source and see if this corrects the problem?
> Could something be missing from my main Apache configuration (meaning 
> /etc/httpd/conf/httpd.conf)? At the moment I am still somewhat stumped 
> on this one, if anyone has any other input I would appreciate it.
>
> Best Regards,
> Eli
>
>
>
>
>



--
Best regards, Ruslan.


From cdevers at pobox.com  Thu Apr 28 16:47:36 2011
From: cdevers at pobox.com (Chris Devers)
Date: Thu, 28 Apr 2011 16:47:36 -0400
Subject: [rt-users] RT and Vtiger integration redux
Message-ID: <BANLkTimpqLdiwO3vx6nrWNtv2+em7UjXvQ@mail.gmail.com>

I see that someone asked about integrating RT with VTiger (CRM) back
in 2007, but it looks like there was never a response, as far as I can
tell.

http://www.gossamer-threads.com/lists/rt/users/64325

My company uses VTiger and, uhh, it has issues. I've used RT at
previous jobs and always been happy with it, as have some of the
others here. Now that RT4 has been released, I'm thinking this could
be a good time for us to look into using it as a supplement to or
replacement for the existing ticketing system in VTiger.

(Better still, if RT4 can credibly be used as a CRM ??customer
database, inventory of customer systems & configurations, that kind of
thing ??then that would be even better.)

Has anyone tried this sort of thing? If it helps, I live down the
street from Best Practical Global HQ, so maybe an in-person discussion
would make sense :-)

Thanks, and congratulations on RT4 :-)

--
Chris Devers


From mfuller at bandtel.com  Thu Apr 28 16:56:42 2011
From: mfuller at bandtel.com (Mark Fuller)
Date: Thu, 28 Apr 2011 16:56:42 -0400
Subject: [rt-users] RT and Vtiger integration redux
In-Reply-To: <BANLkTimpqLdiwO3vx6nrWNtv2+em7UjXvQ@mail.gmail.com>
References: <BANLkTimpqLdiwO3vx6nrWNtv2+em7UjXvQ@mail.gmail.com>
Message-ID: <67206519a63ef925d6481a062c978045@mail.gmail.com>

Yes I wish I could get some help we ended up just using a custom field
both to link the Vtiger customer and RT ticket together it is kind of a
pain but we did make links at least. We chose not to pay to have the link
down mainly because our other systems are already linked into vtiger with
some java code so we live with it as is. We are looking at some java code
to link rt into vtiger but not vtiger into rt.

Mark

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Chris
Devers
Sent: Thursday, April 28, 2011 4:48 PM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] RT and Vtiger integration redux

I see that someone asked about integrating RT with VTiger (CRM) back
in 2007, but it looks like there was never a response, as far as I can
tell.

http://www.gossamer-threads.com/lists/rt/users/64325

My company uses VTiger and, uhh, it has issues. I've used RT at
previous jobs and always been happy with it, as have some of the
others here. Now that RT4 has been released, I'm thinking this could
be a good time for us to look into using it as a supplement to or
replacement for the existing ticketing system in VTiger.

(Better still, if RT4 can credibly be used as a CRM ?customer
database, inventory of customer systems & configurations, that kind of
thing ?then that would be even better.)

Has anyone tried this sort of thing? If it helps, I live down the
street from Best Practical Global HQ, so maybe an in-person discussion
would make sense :-)

Thanks, and congratulations on RT4 :-)

--
Chris Devers


From estoycon at gmail.com  Thu Apr 28 17:24:30 2011
From: estoycon at gmail.com (Eric Stoycon)
Date: Thu, 28 Apr 2011 17:24:30 -0400
Subject: [rt-users] Problems with fresh install and RTFM
In-Reply-To: <20110428194201.GI1000@jibsheet.com>
References: <DC2CB82A-C940-46B6-AE88-E14F9DA9ECD6@gmail.com>
	<20110428162502.GD1000@jibsheet.com>
	<A8323FED-D4BF-4D5E-A390-1F7561196860@gmail.com>
	<20110428180526.GE1000@jibsheet.com>
	<87B0914D-312D-470B-9C9C-6F03B7A3C284@gmail.com>
	<20110428185705.GF1000@jibsheet.com>
	<6A1E375D-49EA-4B7E-9FC3-E9DDD3C5DD45@gmail.com>
	<20110428191427.GG1000@jibsheet.com>
	<7189CE5A-2F73-442D-B824-206339D77843@gmail.com>
	<20110428194201.GI1000@jibsheet.com>
Message-ID: <DE5E0D9E-18CC-48A2-9CE8-BE1DCF7D5BDB@gmail.com>

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

Already did :)

Thanks again

On Apr 28, 2011, at 3:42 PM, Kevin Falcone wrote:

> On Thu, Apr 28, 2011 at 03:39:50PM -0400, Eric Stoycon wrote:
> 
>> Removing the PREFIX worked. RTFM shows up now
>> Thanks for your help
> 
> For the record, you may have two copies, one in lib and one in
> local/plugins and you should probably clean that up before it causes
> you issues.
> 
> -kevin

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From jra at baylink.com  Thu Apr 28 17:36:55 2011
From: jra at baylink.com (Jay Ashworth)
Date: Thu, 28 Apr 2011 17:36:55 -0400 (EDT)
Subject: [rt-users] RT and Vtiger integration redux
In-Reply-To: <BANLkTimpqLdiwO3vx6nrWNtv2+em7UjXvQ@mail.gmail.com>
Message-ID: <16661114.281.1304026615713.JavaMail.root@benjamin.baylink.com>

----- Original Message -----
> From: "Chris Devers" <cdevers at pobox.com>

> (Better still, if RT4 can credibly be used as a CRM ? customer
> database, inventory of customer systems & configurations, that kind of
> thing ? then that would be even better.)

I saw no evidence that RT4 had added anything that resembled a customer 
file, and -- given the *violent* antipathy on BestPractical's part to that
idea, dating back to 3.2 -- I really didn't expect it.

Cheers,
-- jra


From jesse at bestpractical.com  Thu Apr 28 17:42:57 2011
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 28 Apr 2011 17:42:57 -0400
Subject: [rt-users] RT and Vtiger integration redux
In-Reply-To: <16661114.281.1304026615713.JavaMail.root@benjamin.baylink.com>
References: <16661114.281.1304026615713.JavaMail.root@benjamin.baylink.com>
Message-ID: <63691ffb-df62-4151-bd90-3a1858c1992a@email.android.com>



Jay Ashworth <jra at baylink.com> wrote:

>----- Original Message -----
>> From: "Chris Devers" <cdevers at pobox.com>
>
>> (Better still, if RT4 can credibly be used as a CRM ? customer
>> database, inventory of customer systems & configurations, that kind
>of
>> thing ? then that would be even better.)
>
>I saw no evidence that RT4 had added anything that resembled a customer
>
>file, and -- given the *violent* antipathy on BestPractical's part to
>that
>idea, dating back to 3.2 -- I really didn't expect it.
>

I'm not quite sure what you're referring to. I'd love for RT to have the functionality.

Best,
Jesse


>Cheers,
>-- jra

-- 
Sent from my Android phone with Kaiten Mail. Please excuse my brevity.


From jra at baylink.com  Thu Apr 28 17:54:26 2011
From: jra at baylink.com (Jay Ashworth)
Date: Thu, 28 Apr 2011 17:54:26 -0400 (EDT)
Subject: [rt-users] RT and Vtiger integration redux
In-Reply-To: <63691ffb-df62-4151-bd90-3a1858c1992a@email.android.com>
Message-ID: <3299.285.1304027666162.JavaMail.root@benjamin.baylink.com>

----- Original Message -----
> From: "Jesse Vincent" <jesse at bestpractical.com>
> >I saw no evidence that RT4 had added anything that resembled a
> >customer
> >
> >file, and -- given the *violent* antipathy on BestPractical's part to
> >that
> >idea, dating back to 3.2 -- I really didn't expect it.
> >
> 
> I'm not quite sure what you're referring to. I'd love for RT to have
> the functionality.

Ok, I've just gone back and asked The Google, and I've *slightly* over-
characterized BP's distaste for the idea; my apologies:

http://www.gossamer-threads.com/lists/rt/users/62792

That amounts more to "ok, that's not a bad idea, but we're not all
that interested in investing any effort into doing it unless people
are paying."

As I pointed out somewhere along the way, that limits your audience to
internal departments, where this sort of "make sure you notify the 
requestor's supervisor on all tickets automatically" and "has someone 
else in that department/customer/administrative span of control already
reported the same problem" are less necessary; small businesses with 
"customers" who might be potential customers won't -- generally -- even
bother to complain that RT doesn't have that; you're just not in their
evaluation criteria at all.

I've always been fine with that -- you give it away for free, you're
perfectly entitled to decide on what you think your feature set is going
to be.  I'm just telling you -- as I always have -- that this puts you
in Jerry Pournelle's famous category of "infuriatingly excellent"; the
package has always been good enough to really irritate those for whom
(like me), that design blindspot knocks you right out of the picture.

But you're correct: "violent antipathy" is an overstatment.  Please allow
me to correct it to "violent apathy", with my apologies.  :-)

Cheers,
-- jra


From kfcrocker at lbl.gov  Thu Apr 28 18:47:40 2011
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Thu, 28 Apr 2011 15:47:40 -0700
Subject: [rt-users] Help with code identifying QueueWatcher AdminCc
Message-ID: <BANLkTi=60LR4MLBGvhFVjU11VH=g5_XjQQ@mail.gmail.com>

To List,

I've got some code that I'm using to try and identify certain users as the
Queue AdminCc. I want to do this so I can stop sending emails to Queue
AdminCc's when they are also the Requestor or Owner. The code is as follows:

=======================================================================
# Initiate Email when Ticket Status is created and Requestor or Owner are
not Queue AdminCc

my $trans = $self->TransactionObj;
my $ticket = $self->TicketObj;
my $owner = $ticket->OwnerObj->EmailAddress;
my $requestor = $ticket->Requestors->UserMembersObj->First->EmailAddress;

if  ($ticket->IsWatcher(Type => 'AdminCc', EmailAddress => $owner) or
     $ticket->IsWatcher(Type => 'AdminCc', EmailAddress => $requestor))
    {
     return 0;
    }

return ($trans->Type eq "Create");
return 0;
==============================================================

It always fails. I always get a couple emails going to the same person. I've
tried using PrincipalID and Name as the identifiers and still no joy.

I've also checked the code in Queue_Overlay.pm and I can't seem to see
(I'mbasically a perl newbie)  where the Queue AdminCc is differentiated from
the Ticket AdminCc, which we NEVER use.

Any help would be greatly appreciated.

Thanks.

Kenn
LBNL
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From falcone at bestpractical.com  Thu Apr 28 23:08:10 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 28 Apr 2011 23:08:10 -0400
Subject: [rt-users] Is a time zone user preference available?
In-Reply-To: <FFF4607FCF6D774C9B4B44B06275342303106BB6@abqex2.cvi-mg.com>
References: <4DAF0D54.1060808@bestpractical.com>
	<FFF4607FCF6D774C9B4B44B062753423030855EB@abqex2.cvi-mg.com>
	<FFF4607FCF6D774C9B4B44B062753423030856E7@abqex2.cvi-mg.com>
	<20110420200039.GI725@jibsheet.com>
	<FFF4607FCF6D774C9B4B44B062753423030C37FB@abqex2.cvi-mg.com>
	<BANLkTikXhTLjHTT_GWGd9tHSN08_8A8Otw@mail.gmail.com>
	<FFF4607FCF6D774C9B4B44B062753423030C3921@abqex2.cvi-mg.com>
	<FFF4607FCF6D774C9B4B44B062753423030C3E58@abqex2.cvi-mg.com>
	<BANLkTi=Hrfeku-ebQU_WH3pRe_pnLV5r1w@mail.gmail.com>
	<FFF4607FCF6D774C9B4B44B06275342303106BB6@abqex2.cvi-mg.com>
Message-ID: <20110429030810.GJ1000@jibsheet.com>

On Thu, Apr 28, 2011 at 02:10:20PM -0600, Eli Guzman wrote:
> I have one more issue, I am working on and this is enabling the full
> SSO (auto-login) function of RT::Authen::LDAP, but I keep running
> into some issues. AD users are able to authenticated against AD, but
> the RT interface won't automatically log them in. I think my
> RT_SiteConfig.pm (the one located at
> /opt/rt3/local/plugins/RT-Authen-ExternalAuth/etc) is correct:

This should really be a separate email to the list, but you don't
appear to be running the current release of RT::Authen::ExternalAuth

Please provide your RT and extension versions

-kevin
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From falcone at bestpractical.com  Thu Apr 28 23:09:52 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 28 Apr 2011 23:09:52 -0400
Subject: [rt-users] Help with code identifying QueueWatcher AdminCc
In-Reply-To: <BANLkTi=60LR4MLBGvhFVjU11VH=g5_XjQQ@mail.gmail.com>
References: <BANLkTi=60LR4MLBGvhFVjU11VH=g5_XjQQ@mail.gmail.com>
Message-ID: <20110429030952.GK1000@jibsheet.com>

On Thu, Apr 28, 2011 at 03:47:40PM -0700, Kenneth Crocker wrote:
>    To List,
> 
>    I've got some code that I'm using to try and identify certain users as the Queue AdminCc. I
>    want to do this so I can stop sending emails to Queue AdminCc's when they are also the
>    Requestor or Owner. The code is as follows:

If you want to check Queue AdminCc's not Ticket AdminCcs, you need to
look at the queue ($ticket->QueueObj) not the $ticket

$ticket->QueueObj->AdminCc will give you an RT::Group and you want to
read about the HasMember method on groups

-kevin

>    =======================================================================
>    # Initiate Email when Ticket Status is created and Requestor or Owner are not Queue AdminCc
> 
>    my $trans = $self->TransactionObj;
>    my $ticket = $self->TicketObj;
>    my $owner = $ticket->OwnerObj->EmailAddress;
>    my $requestor = $ticket->Requestors->UserMembersObj->First->EmailAddress;
> 
>    if ($ticket->IsWatcher(Type => 'AdminCc', EmailAddress => $owner) or
>    $ticket->IsWatcher(Type => 'AdminCc', EmailAddress => $requestor))
>    {
>    return 0;
>    }
> 
>    return ($trans->Type eq "Create");
>    return 0;
>    ==============================================================
> 
>    It always fails. I always get a couple emails going to the same person. I've tried using
>    PrincipalID and Name as the identifiers and still no joy.
> 
>    I've also checked the code in Queue_Overlay.pm and I can't seem to see (I'mbasically a perl
>    newbie) where the Queue AdminCc is differentiated from the Ticket AdminCc, which we NEVER use.
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From stepniak.thomas at googlemail.com  Fri Apr 29 03:04:05 2011
From: stepniak.thomas at googlemail.com (ThomasSt)
Date: Fri, 29 Apr 2011 00:04:05 -0700 (PDT)
Subject: [rt-users] Re questTracker 3.8 changing the color of "Comment" and
 "Respond"
Message-ID: <31497320.post@talk.nabble.com>


Hello,

im new to rt aswell as perl and css.
I would like to change the Color of "Comment" and "Respond" in the
Actions-menu as seen in the Image below.
i searched in the rt wiki and tried different searches on google but nothing
helped then I tried to edit it myself for 3 days now but unfortunatelly it
didnt work so now im posting in this Forum and asking for help.

sincerely

Thomas 

http://old.nabble.com/file/p31497320/Color.jpg 
-- 
View this message in context: http://old.nabble.com/RequestTracker-3.8-changing-the-color-of-%22Comment%22-and-%22Respond%22-tp31497320p31497320.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.



From fireskyer at gmx.de  Fri Apr 29 03:24:50 2011
From: fireskyer at gmx.de (john s.)
Date: Fri, 29 Apr 2011 00:24:50 -0700 (PDT)
Subject: [rt-users] RT-Authen-ExternalAuth-0.08 which packages i need for
In-Reply-To: <BANLkTikGKJXpZh8Xc3mAfi-WKe2CzmpLaA@mail.gmail.com>
References: <001301cbf9e4$5d35fcb0$17a1f610$@com>
	<000001cbfdcc$3137d750$93a785f0$@com>
	<5857_1303134817_4DAC4261_5857_38_1_OF3BE451CC.5D7ABBE7-ONC1257876.004C2B95-C1257876.004C50F9@sagemcom.com>
	<31425121.post@talk.nabble.com> <31438804.post@talk.nabble.com>
	<31448102.post@talk.nabble.com>
	<BANLkTikzv=zn6qAkO7jnzn6Yg6=mYeeNDQ@mail.gmail.com>
	<31450244.post@talk.nabble.com>
	<BANLkTikbi+wYQeqrPzNp1_4=P9a0hicntQ@mail.gmail.com>
	<31476578.post@talk.nabble.com>
	<29264_1303826297_4DB6CF78_29264_8_6_OFA02276A5.B2B24617-ONC125787E.004C5AE5-C125787E.004C971B@sagemcom.com>
	<BANLkTikGKJXpZh8Xc3mAfi-WKe2CzmpLaA@mail.gmail.com>
Message-ID: <31503157.post@talk.nabble.com>


@Mike Johnson20

My gut feeling is your Base DN is wrong.


Not really,  right direction but still wrong :)


But joking aside 


I have it done it with a help from a colleague   

It was a hard piece of work with many trial and error parts .....

here is my solution: 

Set($ExternalSettings,{'My_LDAP' =>{   ## GENERIC SECTION
                                        'type' => 'ldap',
                                        'server' =>  'xxx.xxx.local',
                                        'user' =>
'CN=User,OU=Benutzer,OU=xxx,DC=xxx,DC=xx', # THat was the crucial point 
                                        'pass' =>  'pass',
                                        'base' => 
'OU=xxx,OU=xxx,DC=xxx,DC=local',
                                        'filter'  => 
'(memberOf=CN=RT,OU=Gruppen,OU=xxx,DC=xxx,DC=xxx)', #and the filter is
modified 
                                        'd_filter' => 
'(userAccountControl=514)',
                                        'tls'    =>  1,
                                        'ssl_version'  =>  3,
                                        'net_ldap_args' => [    version => 
3   ],
                                        
                     'attr_match_list'           => [    'Name',
                                                         'EmailAddress',
                                                    ],
                     'attr_map'                  =>  {  'Name' =>
'sAMAccountName',
                                                        'RealName' => 'cn',
                                                        'EmailAddress' =>
'mail',
                                                        'Organization' =>
'physicalDeliveryOfficeName',
                                                        'ExternalAuthId' =>
'sAMAccountName',
                                                        'WorkPhone' =>
'telephoneNumber',
                                                        'Address1' =>
'streetAddress',
                                                        'City' => 'l',
                                                        'Zip' =>
'postalCode',

                                                     }
                                                                        }
}
                                                                                              


many thanks to all guys which are trying to help me 


ps: could anyone clean up this thread    from double entries 



best regards john s. 





-- 
View this message in context: http://old.nabble.com/Re%3A-RT-Authen-ExternalAuth-0.08-which-packages-i-need-for-tp31388437p31503157.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.



From fireskyer at gmx.de  Fri Apr 29 05:38:00 2011
From: fireskyer at gmx.de (john s.)
Date: Fri, 29 Apr 2011 02:38:00 -0700 (PDT)
Subject: [rt-users] Re move RT
Message-ID: <31503916.post@talk.nabble.com>


Hello guys,

Is it possible to Remove an old rt version to install a new one ?

cause an update from 3.8.9 to 4.0 fails with the following error:

install-sh -m 0755 -o root -g www -d /opt/rt4/etc
[11:12:52] <irctu> make: install-sh: command not found
[11:12:52] <irctu> make: *** [config-install] error 127





best regards john s. 
-- 
View this message in context: http://old.nabble.com/Remove-RT-tp31503916p31503916.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.



From ddm at bartol.udel.edu  Fri Apr 29 09:09:42 2011
From: ddm at bartol.udel.edu (Daniel De Marco)
Date: Fri, 29 Apr 2011 09:09:42 -0400
Subject: [rt-users] problems upgrading to 4.0.0 from 3.8.10
Message-ID: <20110429130942.GA31558@yakko.bartol.udel.edu>

Hi,

I just tried updating to 4.0.0 from 3.8.10 and when I go to update the
DB I get the following error message. Any ideas?
(I didn't have any RTFM installed)

Thank you, Daniel.




Processing 3.9.1
Now inserting data.
Processing 3.9.2
Now inserting data.
Processing 3.9.3
Now populating database schema.
Processing 3.9.5
Now populating database schema.
Processing 3.9.6
Now populating database schema.
Processing 3.9.7
Now populating database schema.
Now inserting data.
[Fri Apr 29 13:05:31 2011] [warning]: DBD::Pg::st execute failed: ERROR:  column "basedon" is of type integer but expression is of type text
HINT:  You will need to rewrite or cast the expression. at /usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 509. (/usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm:509)
[Fri Apr 29 13:05:31 2011] [warning]: RT::Handle=HASH(0xba39200) couldn't execute the query 'UPDATE CustomFields SET BasedOn = (SELECT Content FROM Attributes WHERE Name = ? AND ObjectType = ? AND CustomFields.id = Attributes.ObjectId)' at /usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 522
        DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0xba39200)', 'UPDATE CustomFields SET BasedOn = (SELECT Content FROM Attrib...', 'BasedOn', 'RT::CustomField') called at ./etc/upgrade/3.9.7/content line 15
        RT::Handle::__ANON__('CustomFields', 'RT::CustomField', 'BasedOn') called at ./etc/upgrade/3.9.7/content line 35
        RT::Handle::__ANON__() called at /opt/rt4/sbin/../lib/RT/Handle.pm line 753
        eval {...} called at /opt/rt4/sbin/../lib/RT/Handle.pm line 753
        RT::Handle::InsertData('RT::Handle=HASH(0xba39200)', './etc/upgrade/3.9.7/content', 'undef') called at /opt/rt4/sbin/rt-setup-database line 285
        main::action_insert('prompt-for-dba-password', 1, 'datafile', 'undef', 'action', 'upgrade', 'datadir', './etc/upgrade/3.9.7', 'backcompat', ...) called at /opt/rt4/sbin/rt-setup-database line 387
        main::action_upgrade('prompt-for-dba-password', 1, 'action', 'upgrade', 'dba', 'postgres') called at /opt/rt4/sbin/rt-setup-database line 190 (/usr/lib/perl5/5.8.8/Carp.pm:272)
[Fri Apr 29 13:05:31 2011] [error]: Failed to move BasedOn on RT::CustomField from Attributes into CustomFields table (./etc/upgrade/3.9.7/content:17)
Processing 3.9.8
Now populating database schema.
Now inserting data.
[Fri Apr 29 13:05:36 2011] [error]: You appear to be upgrading from RTFM 2.0 - We don't support upgrading this old of an RTFM yet (./etc/upgrade/3.9.8/content:12)
[Fri Apr 29 13:05:36 2011] [error]: We found RTFM tables in your database.  Checking for content. (./etc/upgrade/3.9.8/content:15)
[Fri Apr 29 13:05:36 2011] [warning]: DBD::Pg::db selectall_arrayref failed: ERROR:  relation "fm_articles" does not exist at ./etc/upgrade/3.9.8/content line 17. (./etc/upgrade/3.9.8/content:17)
Processing 4.0.0rc2
Processing 4.0.0rc4
Now populating database schema.
Processing 4.0.0rc7
Now inserting data.
Done.



From ddm at bartol.udel.edu  Fri Apr 29 09:29:34 2011
From: ddm at bartol.udel.edu (Daniel De Marco)
Date: Fri, 29 Apr 2011 09:29:34 -0400
Subject: [rt-users] problems upgrading to 4.0.0 from 3.8.10
In-Reply-To: <20110429130942.GA31558@yakko.bartol.udel.edu>
References: <20110429130942.GA31558@yakko.bartol.udel.edu>
Message-ID: <20110429132934.GA3055@yakko.bartol.udel.edu>

I forgot to mention: I'm using postgres and the db is the default rt4. I
dumped the old rt3 and reimported it as rt4.

Thanks, Daniel.

* Daniel De Marco <ddm at bartol.udel.edu> [04/29/2011 09:09]:
> Hi,
> 
> I just tried updating to 4.0.0 from 3.8.10 and when I go to update the
> DB I get the following error message. Any ideas?
> (I didn't have any RTFM installed)
> 
> Thank you, Daniel.
> 
> 
> 
> 
> Processing 3.9.1
> Now inserting data.
> Processing 3.9.2
> Now inserting data.
> Processing 3.9.3
> Now populating database schema.
> Processing 3.9.5
> Now populating database schema.
> Processing 3.9.6
> Now populating database schema.
> Processing 3.9.7
> Now populating database schema.
> Now inserting data.
> [Fri Apr 29 13:05:31 2011] [warning]: DBD::Pg::st execute failed: ERROR:  column "basedon" is of type integer but expression is of type text
> HINT:  You will need to rewrite or cast the expression. at /usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 509. (/usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm:509)
> [Fri Apr 29 13:05:31 2011] [warning]: RT::Handle=HASH(0xba39200) couldn't execute the query 'UPDATE CustomFields SET BasedOn = (SELECT Content FROM Attributes WHERE Name = ? AND ObjectType = ? AND CustomFields.id = Attributes.ObjectId)' at /usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 522
>         DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0xba39200)', 'UPDATE CustomFields SET BasedOn = (SELECT Content FROM Attrib...', 'BasedOn', 'RT::CustomField') called at ./etc/upgrade/3.9.7/content line 15
>         RT::Handle::__ANON__('CustomFields', 'RT::CustomField', 'BasedOn') called at ./etc/upgrade/3.9.7/content line 35
>         RT::Handle::__ANON__() called at /opt/rt4/sbin/../lib/RT/Handle.pm line 753
>         eval {...} called at /opt/rt4/sbin/../lib/RT/Handle.pm line 753
>         RT::Handle::InsertData('RT::Handle=HASH(0xba39200)', './etc/upgrade/3.9.7/content', 'undef') called at /opt/rt4/sbin/rt-setup-database line 285
>         main::action_insert('prompt-for-dba-password', 1, 'datafile', 'undef', 'action', 'upgrade', 'datadir', './etc/upgrade/3.9.7', 'backcompat', ...) called at /opt/rt4/sbin/rt-setup-database line 387
>         main::action_upgrade('prompt-for-dba-password', 1, 'action', 'upgrade', 'dba', 'postgres') called at /opt/rt4/sbin/rt-setup-database line 190 (/usr/lib/perl5/5.8.8/Carp.pm:272)
> [Fri Apr 29 13:05:31 2011] [error]: Failed to move BasedOn on RT::CustomField from Attributes into CustomFields table (./etc/upgrade/3.9.7/content:17)
> Processing 3.9.8
> Now populating database schema.
> Now inserting data.
> [Fri Apr 29 13:05:36 2011] [error]: You appear to be upgrading from RTFM 2.0 - We don't support upgrading this old of an RTFM yet (./etc/upgrade/3.9.8/content:12)
> [Fri Apr 29 13:05:36 2011] [error]: We found RTFM tables in your database.  Checking for content. (./etc/upgrade/3.9.8/content:15)
> [Fri Apr 29 13:05:36 2011] [warning]: DBD::Pg::db selectall_arrayref failed: ERROR:  relation "fm_articles" does not exist at ./etc/upgrade/3.9.8/content line 17. (./etc/upgrade/3.9.8/content:17)
> Processing 4.0.0rc2
> Processing 4.0.0rc4
> Now populating database schema.
> Processing 4.0.0rc7
> Now inserting data.
> Done.
> 


From jesse at bestpractical.com  Fri Apr 29 09:39:58 2011
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 29 Apr 2011 21:39:58 +0800
Subject: [rt-users] problems upgrading to 4.0.0 from 3.8.10
In-Reply-To: <20110429132934.GA3055@yakko.bartol.udel.edu>
References: <20110429130942.GA31558@yakko.bartol.udel.edu>
	<20110429132934.GA3055@yakko.bartol.udel.edu>
Message-ID: <20110429133958.GC6996@puppy>




On Fri 29.Apr'11 at  9:29:34 -0400, Daniel De Marco wrote:
> I forgot to mention: I'm using postgres and the db is the default rt4. I
> dumped the old rt3 and reimported it as rt4.
>

What version of Postgres are you running?


From ddm at bartol.udel.edu  Fri Apr 29 09:41:32 2011
From: ddm at bartol.udel.edu (Daniel De Marco)
Date: Fri, 29 Apr 2011 09:41:32 -0400
Subject: [rt-users] problems upgrading to 4.0.0 from 3.8.10
In-Reply-To: <20110429133958.GC6996@puppy>
References: <20110429130942.GA31558@yakko.bartol.udel.edu>
	<20110429132934.GA3055@yakko.bartol.udel.edu>
	<20110429133958.GC6996@puppy>
Message-ID: <20110429134132.GA5659@yakko.bartol.udel.edu>

postgresql-server-8.1.23-1.el5_6.1

Thanks, Daniel.

* Jesse Vincent <jesse at bestpractical.com> [04/29/2011 09:40]:
> 
> 
> 
> On Fri 29.Apr'11 at  9:29:34 -0400, Daniel De Marco wrote:
> > I forgot to mention: I'm using postgres and the db is the default rt4. I
> > dumped the old rt3 and reimported it as rt4.
> >
> 
> What version of Postgres are you running?


From Franck.Calleja-Albillos at alcatel-lucent.com  Fri Apr 29 09:48:20 2011
From: Franck.Calleja-Albillos at alcatel-lucent.com (CALLEJA-ALBILLOS, FRANCK (FRANCK)** CTR **)
Date: Fri, 29 Apr 2011 15:48:20 +0200
Subject: [rt-users] Question on CommandByMail error
In-Reply-To: <20101112192231.GK785@jibsheet.com>
References: <20101109205222.GA785@jibsheet.com>
	<AANLkTikrQC7UnYOH0W5A3QeT3tR-vBoviJEq6tNnSYeX@mail.gmail.com>
	<20101109212731.GB785@jibsheet.com>
	<AANLkTimSBU7Cfv5LzYnPDzCX6mwWKKuYajp0KqGA9bem@mail.gmail.com>
	<20101112001202.GC785@jibsheet.com>
	<AANLkTikuQAJvNrD5dovodkt5qCeHTUzeObOK1+t5ekp6@mail.gmail.com>
	<20101112171748.GI785@jibsheet.com>
	<AANLkTikXaBSRyirjgijED4xp41nN4LAAfpD1i=k7X_bq@mail.gmail.com>
	<20101112173209.GJ785@jibsheet.com>
	<AANLkTims--kRYWerW+ee_MObuuyWeiSbjPN9PnZrtoeZ@mail.gmail.com>
	<20101112192231.GK785@jibsheet.com>
Message-ID: <A6627F290BF90640A946C48465DABF64DFE46BF3@FRMRSSXCHMBSB3.dc-m.alcatel-lucent.com>

Hello,

I encounter the same problem, and tried to identify what the difference is between timestamp and what I entered in the field "Due:".

My mail is only (except object of the email referring to an existing ticket) : 

Due:2011-05-09 16:00:00


And I receive :
Failed command 'due: 2011-05-09 16:00:00'
Error message: (no message)

And effectively, the field is correctly updated in the ticket.
Can someone point me how to generate a "good" timestamp ?

Cdt,

Franck CALLEJA-ALBILLOS
TREFLE pour Alcatel-Lucent
Centre de Comp?tences Managed Services - IP/MPLS

T?l.?: +33 1 30 77 1362
Email?: franck.calleja-albillos at alcatel-lucent.com


-----Message d'origine-----
De?: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] De la part de Kevin Falcone
Envoy??: vendredi 12 novembre 2010 20:23
??: rt-users at lists.bestpractical.com
Objet?: Re: [rt-users] Question on CommandByMail error

On Fri, Nov 12, 2010 at 10:01:13AM -0800, Kenneth Crocker wrote:
>    However, if you're saying the format of the date itself (2010-11-15) is wrong, then I am
>    wondering what it should be since our "LocalizedDate" format is yyyy-mm-dd.

That is irrelevant.
The module does not pay attention to your date settings.

It takes a Timestamp

-kevin


From trs at bestpractical.com  Fri Apr 29 09:48:52 2011
From: trs at bestpractical.com (Thomas Sibley)
Date: Fri, 29 Apr 2011 09:48:52 -0400
Subject: [rt-users] Re move RT
In-Reply-To: <31503916.post@talk.nabble.com>
References: <31503916.post@talk.nabble.com>
Message-ID: <4DBAC1C4.60209@bestpractical.com>

On 04/29/2011 05:38 AM, john s. wrote:
> Is it possible to Remove an old rt version to install a new one ?

You don't need to remove older versions to upgrade.

> cause an update from 3.8.9 to 4.0 fails with the following error:
> 
> install-sh -m 0755 -o root -g www -d /opt/rt4/etc
> [11:12:52] <irctu> make: install-sh: command not found
> [11:12:52] <irctu> make: *** [config-install] error 127

How did you run configure?

Thomas


From falcone at bestpractical.com  Fri Apr 29 10:00:52 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Fri, 29 Apr 2011 10:00:52 -0400
Subject: [rt-users] Messages to AdminCCs , as Cc not Bcc
In-Reply-To: <BANLkTikEvWKOuXF+UX1U3+5wbJ90TUqcNg@mail.gmail.com>
References: <BANLkTikEvWKOuXF+UX1U3+5wbJ90TUqcNg@mail.gmail.com>
Message-ID: <20110429140052.GL1000@jibsheet.com>

On Thu, Apr 28, 2011 at 03:36:27PM +0100, Brahim Sakka wrote:
>    Hello list,
>    I've got a couple of AdminCCs in my Queue. They are getting emails as Bcc ; but I want them to
>    be emailed as Cc. Is there a way to do that in RT?
>    Thank you in advance, and sorry if I'm missing something obvious here

That would require customizations to the Notify action since it always
treats AdminCcs as Bccs (this allows you to notify AdminCcs along with
other Watchers while keeping the AdminCcs invisible)

-kevin
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From kfcrocker at lbl.gov  Fri Apr 29 12:17:44 2011
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Fri, 29 Apr 2011 09:17:44 -0700
Subject: [rt-users] Help with code identifying QueueWatcher AdminCc
In-Reply-To: <20110429030952.GK1000@jibsheet.com>
References: <BANLkTi=60LR4MLBGvhFVjU11VH=g5_XjQQ@mail.gmail.com>
	<20110429030952.GK1000@jibsheet.com>
Message-ID: <BANLkTi=4y7kCHqTPza=1K6xvC3nr1cb9hQ@mail.gmail.com>

Kevin,

Got it. Thanks. I think I'm getting a *LITTLE* better at this, believe it or
not.

Kenn
LBNL

On Thu, Apr 28, 2011 at 8:09 PM, Kevin Falcone <falcone at bestpractical.com>wrote:

> On Thu, Apr 28, 2011 at 03:47:40PM -0700, Kenneth Crocker wrote:
> >    To List,
> >
> >    I've got some code that I'm using to try and identify certain users as
> the Queue AdminCc. I
> >    want to do this so I can stop sending emails to Queue AdminCc's when
> they are also the
> >    Requestor or Owner. The code is as follows:
>
> If you want to check Queue AdminCc's not Ticket AdminCcs, you need to
> look at the queue ($ticket->QueueObj) not the $ticket
>
> $ticket->QueueObj->AdminCc will give you an RT::Group and you want to
> read about the HasMember method on groups
>
> -kevin
>
> >
>  =======================================================================
> >    # Initiate Email when Ticket Status is created and Requestor or Owner
> are not Queue AdminCc
> >
> >    my $trans = $self->TransactionObj;
> >    my $ticket = $self->TicketObj;
> >    my $owner = $ticket->OwnerObj->EmailAddress;
> >    my $requestor =
> $ticket->Requestors->UserMembersObj->First->EmailAddress;
> >
> >    if ($ticket->IsWatcher(Type => 'AdminCc', EmailAddress => $owner) or
> >    $ticket->IsWatcher(Type => 'AdminCc', EmailAddress => $requestor))
> >    {
> >    return 0;
> >    }
> >
> >    return ($trans->Type eq "Create");
> >    return 0;
> >    ==============================================================
> >
> >    It always fails. I always get a couple emails going to the same
> person. I've tried using
> >    PrincipalID and Name as the identifiers and still no joy.
> >
> >    I've also checked the code in Queue_Overlay.pm and I can't seem to see
> (I'mbasically a perl
> >    newbie) where the Queue AdminCc is differentiated from the Ticket
> AdminCc, which we NEVER use.
>
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From falcone at bestpractical.com  Fri Apr 29 12:21:05 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Fri, 29 Apr 2011 12:21:05 -0400
Subject: [rt-users] Help with code identifying QueueWatcher AdminCc
In-Reply-To: <BANLkTi=4y7kCHqTPza=1K6xvC3nr1cb9hQ@mail.gmail.com>
References: <BANLkTi=60LR4MLBGvhFVjU11VH=g5_XjQQ@mail.gmail.com>
	<20110429030952.GK1000@jibsheet.com>
	<BANLkTi=4y7kCHqTPza=1K6xvC3nr1cb9hQ@mail.gmail.com>
Message-ID: <20110429162105.GM1000@jibsheet.com>

On Fri, Apr 29, 2011 at 09:17:44AM -0700, Kenneth Crocker wrote:
>    Got it. Thanks. I think I'm getting a LITTLE better at this, believe it or not.

Great.  I would love IsWatcher to search Queue watcher groups also,
but it's not something I've even sketched code for.

> 
>    On Thu, Apr 28, 2011 at 8:09 PM, Kevin Falcone <[1]falcone at bestpractical.com> wrote:
> 
>      On Thu, Apr 28, 2011 at 03:47:40PM -0700, Kenneth Crocker wrote:
>      > To List,
>      >
>      > I've got some code that I'm using to try and identify certain users as the Queue AdminCc.
>      I
>      > want to do this so I can stop sending emails to Queue AdminCc's when they are also the
>      > Requestor or Owner. The code is as follows:
> 
>      If you want to check Queue AdminCc's not Ticket AdminCcs, you need to
>      look at the queue ($ticket->QueueObj) not the $ticket
> 
>      $ticket->QueueObj->AdminCc will give you an RT::Group and you want to
>      read about the HasMember method on groups
>      -kevin
>      > =======================================================================
>      > # Initiate Email when Ticket Status is created and Requestor or Owner are not Queue
>      AdminCc
>      >
>      > my $trans = $self->TransactionObj;
>      > my $ticket = $self->TicketObj;
>      > my $owner = $ticket->OwnerObj->EmailAddress;
>      > my $requestor = $ticket->Requestors->UserMembersObj->First->EmailAddress;
>      >
>      > if ($ticket->IsWatcher(Type => 'AdminCc', EmailAddress => $owner) or
>      > $ticket->IsWatcher(Type => 'AdminCc', EmailAddress => $requestor))
>      > {
>      > return 0;
>      > }
>      >
>      > return ($trans->Type eq "Create");
>      > return 0;
>      > ==============================================================
>      >
>      > It always fails. I always get a couple emails going to the same person. I've tried using
>      > PrincipalID and Name as the identifiers and still no joy.
>      >
>      > I've also checked the code in Queue_Overlay.pm and I can't seem to see (I'mbasically a
>      perl
>      > newbie) where the Queue AdminCc is differentiated from the Ticket AdminCc, which we NEVER
>      use.
> 
> References
> 
>    Visible links
>    1. mailto:falcone at bestpractical.com
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From kfcrocker at lbl.gov  Fri Apr 29 12:40:26 2011
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Fri, 29 Apr 2011 09:40:26 -0700
Subject: [rt-users] Help with code identifying QueueWatcher AdminCc
In-Reply-To: <20110429162105.GM1000@jibsheet.com>
References: <BANLkTi=60LR4MLBGvhFVjU11VH=g5_XjQQ@mail.gmail.com>
	<20110429030952.GK1000@jibsheet.com>
	<BANLkTi=4y7kCHqTPza=1K6xvC3nr1cb9hQ@mail.gmail.com>
	<20110429162105.GM1000@jibsheet.com>
Message-ID: <BANLkTimdPcgmLbWFK9PWs_f5OQO9HdP2jA@mail.gmail.com>

Kevin,

HA! Well, as I'm sure you've noticed, the world of RT Users seem to find a
LOT of things they want to do that *NO ONE* could have planned for. I think
it's a @#$%#$%^ good product. There will ALWAYS be someone, including me,
that would wish RT did things this way or that, but you guys really do put
out a helluva good product.

My forte has always been as a project leader (in design and QA) from large
mainframe systems on down to mini-computers (pre-cursor to PC's and
Client-server systems) for 40 yrs, so it's easy for me to look at something
and have that perfect 20/20 vision that hindsight gives you. If we all had
those "well, I shoulda done it this way" ideas in the beginning, I'd be
willing to bet you would STILL get some bitching here or there. That's why
someone create the "version number x.xx" for software, he he.

Great job. I'm looking forward to playing with 4.0 soon.

Kenn
LBNL

On Fri, Apr 29, 2011 at 9:21 AM, Kevin Falcone <falcone at bestpractical.com>wrote:

> On Fri, Apr 29, 2011 at 09:17:44AM -0700, Kenneth Crocker wrote:
> >    Got it. Thanks. I think I'm getting a LITTLE better at this, believe
> it or not.
>
> Great.  I would love IsWatcher to search Queue watcher groups also,
> but it's not something I've even sketched code for.
>
> >
> >    On Thu, Apr 28, 2011 at 8:09 PM, Kevin Falcone <[1]
> falcone at bestpractical.com> wrote:
> >
> >      On Thu, Apr 28, 2011 at 03:47:40PM -0700, Kenneth Crocker wrote:
> >      > To List,
> >      >
> >      > I've got some code that I'm using to try and identify certain
> users as the Queue AdminCc.
> >      I
> >      > want to do this so I can stop sending emails to Queue AdminCc's
> when they are also the
> >      > Requestor or Owner. The code is as follows:
> >
> >      If you want to check Queue AdminCc's not Ticket AdminCcs, you need
> to
> >      look at the queue ($ticket->QueueObj) not the $ticket
> >
> >      $ticket->QueueObj->AdminCc will give you an RT::Group and you want
> to
> >      read about the HasMember method on groups
> >      -kevin
> >      >
> =======================================================================
> >      > # Initiate Email when Ticket Status is created and Requestor or
> Owner are not Queue
> >      AdminCc
> >      >
> >      > my $trans = $self->TransactionObj;
> >      > my $ticket = $self->TicketObj;
> >      > my $owner = $ticket->OwnerObj->EmailAddress;
> >      > my $requestor =
> $ticket->Requestors->UserMembersObj->First->EmailAddress;
> >      >
> >      > if ($ticket->IsWatcher(Type => 'AdminCc', EmailAddress => $owner)
> or
> >      > $ticket->IsWatcher(Type => 'AdminCc', EmailAddress => $requestor))
> >      > {
> >      > return 0;
> >      > }
> >      >
> >      > return ($trans->Type eq "Create");
> >      > return 0;
> >      > ==============================================================
> >      >
> >      > It always fails. I always get a couple emails going to the same
> person. I've tried using
> >      > PrincipalID and Name as the identifiers and still no joy.
> >      >
> >      > I've also checked the code in Queue_Overlay.pm and I can't seem to
> see (I'mbasically a
> >      perl
> >      > newbie) where the Queue AdminCc is differentiated from the Ticket
> AdminCc, which we NEVER
> >      use.
> >
> > References
> >
> >    Visible links
> >    1. mailto:falcone at bestpractical.com
>
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From ruz at bestpractical.com  Fri Apr 29 12:49:39 2011
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Fri, 29 Apr 2011 20:49:39 +0400
Subject: [rt-users] problems upgrading to 4.0.0 from 3.8.10
In-Reply-To: <20110429134132.GA5659@yakko.bartol.udel.edu>
References: <20110429130942.GA31558@yakko.bartol.udel.edu>
	<20110429132934.GA3055@yakko.bartol.udel.edu>
	<20110429133958.GC6996@puppy>
	<20110429134132.GA5659@yakko.bartol.udel.edu>
Message-ID: <BANLkTikq94LQjaFF20+RyLoy+Dptz_b8nA@mail.gmail.com>

Hello,

We've reproduced this problem with BasedOn column. Patch is ready,
however still need some testing. Failure is not critical. People
either would have to manually set BasedOn for custom fields or patch
and re-apply an upgrade step.

On Fri, Apr 29, 2011 at 5:41 PM, Daniel De Marco <ddm at bartol.udel.edu> wrote:
> postgresql-server-8.1.23-1.el5_6.1
>
> Thanks, Daniel.
>
> * Jesse Vincent <jesse at bestpractical.com> [04/29/2011 09:40]:
>>
>>
>>
>> On Fri 29.Apr'11 at ?9:29:34 -0400, Daniel De Marco wrote:
>> > I forgot to mention: I'm using postgres and the db is the default rt4. I
>> > dumped the old rt3 and reimported it as rt4.
>> >
>>
>> What version of Postgres are you running?
>



-- 
Best regards, Ruslan.


From ddm at bartol.udel.edu  Fri Apr 29 13:02:01 2011
From: ddm at bartol.udel.edu (Daniel De Marco)
Date: Fri, 29 Apr 2011 13:02:01 -0400
Subject: [rt-users] problems upgrading to 4.0.0 from 3.8.10
In-Reply-To: <BANLkTikq94LQjaFF20+RyLoy+Dptz_b8nA@mail.gmail.com>
References: <20110429130942.GA31558@yakko.bartol.udel.edu>
	<20110429132934.GA3055@yakko.bartol.udel.edu>
	<20110429133958.GC6996@puppy>
	<20110429134132.GA5659@yakko.bartol.udel.edu>
	<BANLkTikq94LQjaFF20+RyLoy+Dptz_b8nA@mail.gmail.com>
Message-ID: <20110429170201.GA15885@yakko.bartol.udel.edu>

Great! I'll wait for the patch then. Meanwhile I'm continuing to run
3.8.10 on the old DB...

Thank you for the very fast turnaround.
Daniel.

* Ruslan Zakirov <ruz at bestpractical.com> [04/29/2011 12:49]:
> Hello,
> 
> We've reproduced this problem with BasedOn column. Patch is ready,
> however still need some testing. Failure is not critical. People
> either would have to manually set BasedOn for custom fields or patch
> and re-apply an upgrade step.
> 
> On Fri, Apr 29, 2011 at 5:41 PM, Daniel De Marco <ddm at bartol.udel.edu> wrote:
> > postgresql-server-8.1.23-1.el5_6.1
> >
> > Thanks, Daniel.
> >
> > * Jesse Vincent <jesse at bestpractical.com> [04/29/2011 09:40]:
> >>
> >>
> >>
> >> On Fri 29.Apr'11 at ?9:29:34 -0400, Daniel De Marco wrote:
> >> > I forgot to mention: I'm using postgres and the db is the default rt4. I
> >> > dumped the old rt3 and reimported it as rt4.
> >> >
> >>
> >> What version of Postgres are you running?
> >
> 
> 
> 
> -- 
> Best regards, Ruslan.


From kfcrocker at lbl.gov  Fri Apr 29 13:04:10 2011
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Fri, 29 Apr 2011 10:04:10 -0700
Subject: [rt-users] Re questTracker 3.8 changing the color of "Comment"
 and "Respond"
In-Reply-To: <31497320.post@talk.nabble.com>
References: <31497320.post@talk.nabble.com>
Message-ID: <BANLkTi=xRMCwP5vN5pM0KowXTWb-TYHyXw@mail.gmail.com>

Thomas,

Well, if you know what numbers correlate to the color you want, you can make
you're own changes by creating a "local" version for the "css" file used to
display tickets/history. Perhaps the boxes.css file found in
home/share/html/NoAuth/css/web2. I made a change in the "ticket-lists.css"
file to have all searches return with alignment to the top & left. I like it
better there than the default at the bottom.

Hope this helps.

Kenn
LBNL

On Fri, Apr 29, 2011 at 12:04 AM, ThomasSt
<stepniak.thomas at googlemail.com>wrote:

>
> Hello,
>
> im new to rt aswell as perl and css.
> I would like to change the Color of "Comment" and "Respond" in the
> Actions-menu as seen in the Image below.
> i searched in the rt wiki and tried different searches on google but
> nothing
> helped then I tried to edit it myself for 3 days now but unfortunatelly it
> didnt work so now im posting in this Forum and asking for help.
>
> sincerely
>
> Thomas
>
> http://old.nabble.com/file/p31497320/Color.jpg
> --
> View this message in context:
> http://old.nabble.com/RequestTracker-3.8-changing-the-color-of-%22Comment%22-and-%22Respond%22-tp31497320p31497320.html
> Sent from the Request Tracker - User mailing list archive at Nabble.com.
>
>
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From rt-users at richardharman.com  Fri Apr 29 13:04:18 2011
From: rt-users at richardharman.com (Richard Harman)
Date: Fri, 29 Apr 2011 13:04:18 -0400
Subject: [rt-users] Fw: RT: Use of uninitialized value in
 lc	at/usr/local/share/perl5/HTML/Mason/ApacheHandler.pm line 914
In-Reply-To: <501804918-1295543433-cardhu_decombobulator_blackberry.rim.net-1374132091-@b16.c2.bise7.blackberry>
References: <501804918-1295543433-cardhu_decombobulator_blackberry.rim.net-1374132091-@b16.c2.bise7.blackberry>
Message-ID: <4DBAEF92.3010705@richardharman.com>

All - this is a bug in mod_perl v1/v2 capability detection in HTML::Mason.

Apr 29 12:22:01 xell RT: Use of uninitialized value in lc at
/usr/local/share/perl5/HTML/Mason/ApacheHandler.pm line 914.
(/usr/local/share/perl5/HTML/Mason/ApacheHandler.pm:914)

Change this:

    if ( lc $_[0]->dir_config('Filter') eq 'on' )

to this:

    if ( defined( $_[0]->dir_config('Filter')) && lc
$_[0]->dir_config('Filter') eq 'on' )

And that will silence the error message.  I am CC'ing the HTML::Mason
list so they are aware.

On 01/20/11 12:07, naresh at hewittandmay.com wrote:
> Hi
>
> Does anyone have thoughts on this warning message in the httpd logs
>
> Kind regards
>
> Naresh
>
> ------------------
>
> ------------------------------------------------------------------------
> *From: * Naresh Maharaj <naresh at hewittandmay.com>
> *Sender: * rt-users-bounces at lists.bestpractical.com
> *Date: *Wed, 19 Jan 2011 22:59:16 +0000
> *To: *<rt-users at lists.bestpractical.com>
> *Subject: *[rt-users] RT: Use of uninitialized value in lc at
> /usr/local/share/perl5/HTML/Mason/ApacheHandler.pm line 914
>
> All
>  
> We recently did a new install and have been having the same Warning in
> the apache logs ever since.
>  
> This is where the issue starts:
>  
> Logs:
> Jan  9 12:20:29 srikrsna yum[15593]: Installed:
> perl-Apache-DBI-1.09-1.fc14.noarch
> Jan  9 12:21:26 srikrsna RT: Use of uninitialized value in lc at
> /usr/local/share/perl5/HTML/Mason/ApacheHandler.pm line 914.
> (/usr/local/share/perl5/HTML/Mason/ApacheHandler.pm:914)
>  
> Line 914 below highlighted with ****
>  
> sub_apache_request_object
> {
>     my $self = shift;
>     # We need to be careful to never assign a new apache (subclass)
>     # object to $r or we will leak memory, at least with mp1.
>     my $new_r = APACHE2 ? $_[0] : HTML::Mason::Apache::Request->new(
> $_[0] );
>     my $r_sub;
> *** if ( lc $_[0]->dir_config('Filter') eq 'on' )
>     {
>         die "To use Apache::Filter with Mason you must have at least
> version 1.021 of Apache::Filter\n"
>             unless Apache::Filter->VERSION >= 1.021;
>         $r_sub = $do_filter;
>     }
>     else
>     {
>         $r_sub = $no_filter;
>     }
>     my $apreq_instance =
>           APACHE2
>         ? sub { Apache2::Request->new( $_[0] ) }
>         : sub { $_[0] };
>     return
>         $r_sub->( $self->args_method eq 'mod_perl' ?
>                   $apreq_instance->( $new_r ) :
>                   $new_r
>                 );
> }
>  
>  
>  
> have seen the following post but could not see a solution:
> http://www.gossamer-threads.com/lists/rt/users/96670
>  
> Does anyone know how I might be able to resolve this
>  
> Kind regards
>  
>
> Naresh Maharaj,
>
> Hewitt & May (Shirtmakers) Ltd
> email: info at hewittandmay.com <mailto:info at hewittandmay.com>
> web: http://www.hewittandmay.co.uk



From yan at seiner.com  Fri Apr 29 14:03:05 2011
From: yan at seiner.com (Yan Seiner)
Date: Fri, 29 Apr 2011 11:03:05 -0700 (PDT)
Subject: [rt-users] newbie question on email notifications
Message-ID: <54bc842daac23f68fd049a126427d1b6.squirrel@mail.seiner.com>

Can I get the idiot's condensed version of email notifications?

I have an installtion of RT.  Most of my users are sporadic users; they
may get a ticket once a week or so.

I need to set up email notifications when something happens to a ticket
with their name on it.

For example:

when a ticket gets created with them as the owner
when a ticket on which they are cc: gets a comemnt

For now that's the big ones.  How do I that?

Thanks,

--Yan


-- 
If you have eight hours to chop down a tree
spend six sharpening your axe.
--Abraham Lincoln



From eguzman at cvimellesgriot.com  Fri Apr 29 15:58:16 2011
From: eguzman at cvimellesgriot.com (Eli Guzman)
Date: Fri, 29 Apr 2011 13:58:16 -0600
Subject: [rt-users] Is a time zone user preference available?
In-Reply-To: <20110429030810.GJ1000@jibsheet.com>
References: <4DAF0D54.1060808@bestpractical.com><FFF4607FCF6D774C9B4B44B062753423030855EB@abqex2.cvi-mg.com><FFF4607FCF6D774C9B4B44B062753423030856E7@abqex2.cvi-mg.com><20110420200039.GI725@jibsheet.com><FFF4607FCF6D774C9B4B44B062753423030C37FB@abqex2.cvi-mg.com><BANLkTikXhTLjHTT_GWGd9tHSN08_8A8Otw@mail.gmail.com><FFF4607FCF6D774C9B4B44B062753423030C3921@abqex2.cvi-mg.com><FFF4607FCF6D774C9B4B44B062753423030C3E58@abqex2.cvi-mg.com><BANLkTi=Hrfeku-ebQU_WH3pRe_pnLV5r1w@mail.gmail.com><FFF4607FCF6D774C9B4B44B06275342303106BB6@abqex2.cvi-mg.com>
	<20110429030810.GJ1000@jibsheet.com>
Message-ID: <FFF4607FCF6D774C9B4B44B06275342303143FD8@abqex2.cvi-mg.com>

----Original Message----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin
Falcone Sent: Thursday, April 28, 2011 9:08 PM To:
rt-users at lists.bestpractical.com Subject: Re: [rt-users] Is a time zone
user preference available? 

> On Thu, Apr 28, 2011 at 02:10:20PM -0600, Eli Guzman wrote:
>> I have one more issue, I am working on and this is enabling the full
>> SSO (auto-login) function of RT::Authen::LDAP, but I keep running
>> into some issues. AD users are able to authenticated against AD, but
>> the RT interface won't automatically log them in. I think my
>> RT_SiteConfig.pm (the one located at
>> /opt/rt3/local/plugins/RT-Authen-ExternalAuth/etc) is correct: 
> 
> This should really be a separate email to the list, but you don't
> appear to be running the current release of RT::Authen::ExternalAuth 
> 
> Please provide your RT and extension versions
> 
> -kevin

Hey Kevin,

I am currently running RT-Authen-ExternalAuth 0.8_01, and RT 3.89:

cpan -l output

lib::RT::Authen::ExternalAuth   0.08_01
lib::RT::Authen::ExternalAuth::DBI      undef
lib::RT::Authen::ExternalAuth::LDAP     undef
lib::RT::Authen::ExternalAuth::DBI::Cookie      undef
blib::lib::RT::Authen::ExternalAuth     0.08_01

I thought I was at the latest version for RT-Authen-ExternalAuth, has
another release been made available? If this is the case I can download
and install if needed. 

Just to recap: LDAP authentication works, the SSO piece (the automatic
logon into the interface) fails.

This is essentially the last piece we have before finishing up this
setup so any advice you may have could be very useful to us.

Regards,
--Eli


From ross at riverstyx.net  Fri Apr 29 16:36:15 2011
From: ross at riverstyx.net (Ross Lawrie)
Date: Fri, 29 Apr 2011 13:36:15 -0700
Subject: [rt-users] RT 3.8.9 -> 4.0.0 upgrade
Message-ID: <1304109375.7652.17.camel@tintin>

Hi,

I'm having some problems getting my installation upgraded to 4.0.0.

The 'configure' and 'make upgrade' both seem to run fine, no issues.
I've set it to build in a new folder from 3.8.9 - the previous version
is in /usr/share/rt3, and the new one is to be in /usr/share/rt4.

The database upgrade appears to go well apart from some noise about RTFM
which I think is okay?:

===
Enter RT version you're upgrading from: 3.8.9

Going to apply following upgrades:
* 3.9.1
* 3.9.2
* 3.9.3
* 3.9.5
* 3.9.6
* 3.9.7
* 3.9.8
* 4.0.0rc2
* 4.0.0rc4
* 4.0.0rc7

Enter RT version if you want to stop upgrade at some point,
  or leave it blank if you want apply above upgrades: 

IT'S VERY IMPORTANT TO BACK UP BEFORE THIS STEP

Proceed [y/N]:y
Processing 3.9.1
Now inserting data.
Processing 3.9.2
Now inserting data.
Processing 3.9.3
Now populating database schema.
Processing 3.9.5
Now populating database schema.
Processing 3.9.6
Now populating database schema.
Processing 3.9.7
Now populating database schema.
Now inserting data.
Processing 3.9.8
Now populating database schema.
Now inserting data.
[Fri Apr 29 20:17:48 2011] [error]: You appear to be upgrading from RTFM
2.0 - We don't support upgrading this old of an RTFM yet
(./etc/upgrade/3.9.8/content:12)
[Fri Apr 29 20:17:48 2011] [error]: We found RTFM tables in your
database.  Checking for content. (./etc/upgrade/3.9.8/content:15)
Processing 4.0.0rc2
Now populating database schema.
Processing 4.0.0rc4
Now populating database schema.
Processing 4.0.0rc7
Now inserting data.
Done.
===

I've adjusted my Apache configuration to use the new folder, and the
rt-server.fcgi:

===
FastCgiServer /usr/share/rt4/sbin/rt-server.fcgi -processes 5
-idle-timeout 300

<VirtualHost xxxxx.xxxx.xxx>

   ExpiresActive On
   Header unset ETag
   FileETag None
   <FilesMatch "\.(ico|pdf|flv|jpg|jpeg|png|gif|js|css|swf)$">
      Header unset Last-Modified
      Header set Cache-Control "public, no-transform"
      ExpiresDefault "access plus 1 month"
   </FilesMatch>

   <IfModule mod_deflate.c>
      <FilesMatch "\.(js|css)$">
         SetOutputFilter DEFLATE
      </FilesMatch>
   </IfModule>

   AddDefaultCharset UTF-8

   ServerName xxxxx.xxxxxxx.xxx
   DocumentRoot /usr/share/rt4/share/html/
   
   <Location /NoAuth/images >
       SetHandler default-handler
   </Location>
   ScriptAlias / /usr/share/rt4/sbin/rt-server.fcgi/
   <Location />
         AddHandler fastcgi-script fcgi
   </Location>
   
   RewriteEngine on
   RewriteCond %{REQUEST_METHOD} ^(TRACE|TRACK)
   RewriteRule .* - [F]
</VirtualHost>
===

I've copied (and where necessary adjusted) the RT_SiteConfig.pm from the
3.8.9 installation to the 4.0.0 installation. I'm uncertain from the
documentation as to whether /usr/share/rt4/sbin/rt-server needs to be
started or not? I've tried both with it started and without. 

When I start Apache and try to visit the site, the page just sits and
tries to load, but nothing ever does load. Within the logs I don't see
anything - no entries in either the customlog or the errorlog.

I'm hoping that someone has some suggestions, I haven't had a problem
with any previous upgrades, however obviously this represents a larger
change than most.

The configure options I'm running are:

===
./configure \
--prefix=/usr/share/rt4 \
--with-web-handler=fastcgi \
--enable-gd \
--enable-gpg \
--enable-graphviz \
--with-db-type=mysql \
--with-db-host=localhost \
--with-db-port=3306 \
--with-db-database=rt4 \
--with-db-rt-user=rt4 \
--with-db-rt-pass=28c4e3hRs \
--with-web-user=www-data \
--with-web-group=www-data \
--with-rt-group=rt4 \
--with-apachectl=/usr/sbin/apache2ctl
===

This is being installed on a Debian 5.0 server, all the perl modules
have been upgraded or installed in order to pass the 'make testdeps'.

Thanks,

Ross.



From michael.steen at livetext.com  Fri Apr 29 16:59:29 2011
From: michael.steen at livetext.com (Michael Steen)
Date: Fri, 29 Apr 2011 15:59:29 -0500
Subject: [rt-users] newbie question on email notifications
In-Reply-To: <54bc842daac23f68fd049a126427d1b6.squirrel@mail.seiner.com>
References: <54bc842daac23f68fd049a126427d1b6.squirrel@mail.seiner.com>
Message-ID: <BANLkTimKJmsFjsJVs3-6Uqx9O+huVs+S6g@mail.gmail.com>

Custom scrips will do the job.

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

On Fri, Apr 29, 2011 at 1:03 PM, Yan Seiner <yan at seiner.com> wrote:

> Can I get the idiot's condensed version of email notifications?
>
> I have an installtion of RT.  Most of my users are sporadic users; they
> may get a ticket once a week or so.
>
> I need to set up email notifications when something happens to a ticket
> with their name on it.
>
> For example:
>
> when a ticket gets created with them as the owner
> when a ticket on which they are cc: gets a comemnt
>
> For now that's the big ones.  How do I that?
>
> Thanks,
>
> --Yan
>
>
> --
> If you have eight hours to chop down a tree
> spend six sharpening your axe.
> --Abraham Lincoln
>
>
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From kfcrocker at lbl.gov  Fri Apr 29 17:08:49 2011
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Fri, 29 Apr 2011 14:08:49 -0700
Subject: [rt-users] Help with code identifying QueueWatcher AdminCc
In-Reply-To: <BANLkTimdPcgmLbWFK9PWs_f5OQO9HdP2jA@mail.gmail.com>
References: <BANLkTi=60LR4MLBGvhFVjU11VH=g5_XjQQ@mail.gmail.com>
	<20110429030952.GK1000@jibsheet.com>
	<BANLkTi=4y7kCHqTPza=1K6xvC3nr1cb9hQ@mail.gmail.com>
	<20110429162105.GM1000@jibsheet.com>
	<BANLkTimdPcgmLbWFK9PWs_f5OQO9HdP2jA@mail.gmail.com>
Message-ID: <BANLkTikN_uwnvzmm54HMcsA+s97SfD2rzQ@mail.gmail.com>

Kevin,

Got it. This is what works:

Custom Condition:
# Initiate Email when Ticket is created & Requestor or Owner are NOT AdminCc

my $trans = $self->TransactionObj;
my $ticket = $self->TicketObj;
my $queue = $ticket->QueueObj;
my $owner = $ticket->OwnerObj->PrincipalID;
my $requestor = $ticket->Requestors->UserMembersObj->First->PrincipalId;

if  ($queue->HasMember($owner) or
     $queue->HasMember($requestor))
    {
     return 0;
    }

return ($trans->Type eq "Create");
return 0;

Thanks for your help.

Kenn
LBNL

On Fri, Apr 29, 2011 at 9:40 AM, Kenneth Crocker <kfcrocker at lbl.gov> wrote:

> Kevin,
>
> HA! Well, as I'm sure you've noticed, the world of RT Users seem to find a
> LOT of things they want to do that *NO ONE* could have planned for. I
> think it's a @#$%#$%^ good product. There will ALWAYS be someone, including
> me, that would wish RT did things this way or that, but you guys really do
> put out a helluva good product.
>
> My forte has always been as a project leader (in design and QA) from large
> mainframe systems on down to mini-computers (pre-cursor to PC's and
> Client-server systems) for 40 yrs, so it's easy for me to look at something
> and have that perfect 20/20 vision that hindsight gives you. If we all had
> those "well, I shoulda done it this way" ideas in the beginning, I'd be
> willing to bet you would STILL get some bitching here or there. That's why
> someone create the "version number x.xx" for software, he he.
>
> Great job. I'm looking forward to playing with 4.0 soon.
>
> Kenn
> LBNL
>
>
> On Fri, Apr 29, 2011 at 9:21 AM, Kevin Falcone <falcone at bestpractical.com>wrote:
>
>> On Fri, Apr 29, 2011 at 09:17:44AM -0700, Kenneth Crocker wrote:
>> >    Got it. Thanks. I think I'm getting a LITTLE better at this, believe
>> it or not.
>>
>> Great.  I would love IsWatcher to search Queue watcher groups also,
>> but it's not something I've even sketched code for.
>>
>> >
>> >    On Thu, Apr 28, 2011 at 8:09 PM, Kevin Falcone <[1]
>> falcone at bestpractical.com> wrote:
>> >
>> >      On Thu, Apr 28, 2011 at 03:47:40PM -0700, Kenneth Crocker wrote:
>> >      > To List,
>> >      >
>> >      > I've got some code that I'm using to try and identify certain
>> users as the Queue AdminCc.
>> >      I
>> >      > want to do this so I can stop sending emails to Queue AdminCc's
>> when they are also the
>> >      > Requestor or Owner. The code is as follows:
>> >
>> >      If you want to check Queue AdminCc's not Ticket AdminCcs, you need
>> to
>> >      look at the queue ($ticket->QueueObj) not the $ticket
>> >
>> >      $ticket->QueueObj->AdminCc will give you an RT::Group and you want
>> to
>> >      read about the HasMember method on groups
>> >      -kevin
>> >      >
>> =======================================================================
>> >      > # Initiate Email when Ticket Status is created and Requestor or
>> Owner are not Queue
>> >      AdminCc
>> >      >
>> >      > my $trans = $self->TransactionObj;
>> >      > my $ticket = $self->TicketObj;
>> >      > my $owner = $ticket->OwnerObj->EmailAddress;
>> >      > my $requestor =
>> $ticket->Requestors->UserMembersObj->First->EmailAddress;
>> >      >
>> >      > if ($ticket->IsWatcher(Type => 'AdminCc', EmailAddress => $owner)
>> or
>> >      > $ticket->IsWatcher(Type => 'AdminCc', EmailAddress =>
>> $requestor))
>> >      > {
>> >      > return 0;
>> >      > }
>> >      >
>> >      > return ($trans->Type eq "Create");
>> >      > return 0;
>> >      > ==============================================================
>> >      >
>> >      > It always fails. I always get a couple emails going to the same
>> person. I've tried using
>> >      > PrincipalID and Name as the identifiers and still no joy.
>> >      >
>> >      > I've also checked the code in Queue_Overlay.pm and I can't seem
>> to see (I'mbasically a
>> >      perl
>> >      > newbie) where the Queue AdminCc is differentiated from the Ticket
>> AdminCc, which we NEVER
>> >      use.
>> >
>> > References
>> >
>> >    Visible links
>> >    1. mailto:falcone at bestpractical.com
>>
>
>
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From Albert.Shih at obspm.fr  Fri Apr 29 17:29:13 2011
From: Albert.Shih at obspm.fr (Albert Shih)
Date: Fri, 29 Apr 2011 23:29:13 +0200
Subject: [rt-users] Create ticket template ?
Message-ID: <20110429212913.GD96238@obspm.fr>

Hi all.

Can I create something like a template of set of ticket ? 

Let me explain For exemple : 

	I want to have some coffe in the office ;-)

For doing that I need create: 

	One ticket --> Need coffe in the office

		--> depend on --> Buy some coffe
		--> depend on --> have some water in the office
		--> depend on --> buy some plastic cup
		--> depend on --> buy some suggar


Because each time is the same problem I like to have some method to create
automatically those 5 tickets. Not only to save time but more important :
not to forget something. 

Is that possible ? 

Regards.


-- 
Albert SHIH
DIO batiment 15
Observatoire de Paris Meudon
5 Place Jules Janssen
92195 Meudon Cedex
T?l?phone : 01 45 07 76 26/06 86 69 95 71
Heure local/Local time:
ven 29 avr 2011 23:24:10 CEST


From ktm at rice.edu  Fri Apr 29 17:55:10 2011
From: ktm at rice.edu (ktm at rice.edu)
Date: Fri, 29 Apr 2011 16:55:10 -0500
Subject: [rt-users] Create ticket template ?
In-Reply-To: <20110429212913.GD96238@obspm.fr>
References: <20110429212913.GD96238@obspm.fr>
Message-ID: <20110429215510.GL5868@staff-mud-56-27.rice.edu>

On Fri, Apr 29, 2011 at 11:29:13PM +0200, Albert Shih wrote:
> Hi all.
> 
> Can I create something like a template of set of ticket ? 
> 
> Let me explain For exemple : 
> 
> 	I want to have some coffe in the office ;-)
> 
> For doing that I need create: 
> 
> 	One ticket --> Need coffe in the office
> 
> 		--> depend on --> Buy some coffe
> 		--> depend on --> have some water in the office
> 		--> depend on --> buy some plastic cup
> 		--> depend on --> buy some suggar
> 
> 
> Because each time is the same problem I like to have some method to create
> automatically those 5 tickets. Not only to save time but more important :
> not to forget something. 
> 
> Is that possible ? 
> 
> Regards.
> 
> 
> -- 
> Albert SHIH
> DIO batiment 15
> Observatoire de Paris Meudon
> 5 Place Jules Janssen
> 92195 Meudon Cedex
> T?l?phone : 01 45 07 76 26/06 86 69 95 71
> Heure local/Local time:
> ven 29 avr 2011 23:24:10 CEST
> 

Maybe something like this would work for you:

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

Cheers,
Ken


From jwh83 at nau.edu  Fri Apr 29 18:00:14 2011
From: jwh83 at nau.edu (Jonah Hirsch)
Date: Fri, 29 Apr 2011 15:00:14 -0700
Subject: [rt-users] Error running perl etc/upgrade/vulnerable-passwords with
	existing RT installation
Message-ID: <BANLkTinwU8VRKmNC=xej_NcYhTiS5Bx6jA@mail.gmail.com>

I have an installation of 3.8.8 on a test machine that we're trying to
upgrade to RT 4.0.0

If I run configure with --prefix=/opt/rt3 to match the current installation
of RT, running perl etc/upgrade/vulnerable-passwords returns:

Can't locate object method "new" via package "RT::CurrentUser" at lib/RT.pm
line 481.

Running configure without that switch does not cause this issue. Moving
/opt/rt3 to /opt/rt4 and running configure without the switch *DOES* cause
the issue to occur.

Am I doing something wrong in the upgrade process? Should I just skip this
step?

Thanks for the info.

-----------------------
Jonah Hirsch
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From simon.gao at schrodinger.com  Fri Apr 29 18:33:00 2011
From: simon.gao at schrodinger.com (Simon Gao)
Date: Fri, 29 Apr 2011 15:33:00 -0700
Subject: [rt-users] 4.0.0 issue
Message-ID: <BANLkTinM6CfEVMgzyqer6Nt6nysuo3a4Sw@mail.gmail.com>

Hi,

I just did a fresh install of RT 4.0.0. Upon starting apache server, I had
following error:

[Fri Apr 29 15:28:01 2011] [error] [client 192.168.1.10] Error while loading
/opt/rt4/sbin/rt-server: Can't locate object method "PSGIApp" via package
"RT::Interface::Web::Handler" at /opt/rt4/sbin/rt-server line 138.\n

During build and installation, all dependencies were found.

Any help is appreciated.

Simon
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From jwh83 at nau.edu  Fri Apr 29 18:36:02 2011
From: jwh83 at nau.edu (Jonah Hirsch)
Date: Fri, 29 Apr 2011 15:36:02 -0700
Subject: [rt-users] Error running perl etc/upgrade/vulnerable-passwords
 with existing RT installation
In-Reply-To: <BANLkTinwU8VRKmNC=xej_NcYhTiS5Bx6jA@mail.gmail.com>
References: <BANLkTinwU8VRKmNC=xej_NcYhTiS5Bx6jA@mail.gmail.com>
Message-ID: <BANLkTikuvfMFwoQ_9hVd_E_BYpxv-vV6dQ@mail.gmail.com>

Doing an incremental upgrade to 4.0.0 fixed this issue.
-----------------------
Jonah Hirsch


On Fri, Apr 29, 2011 at 3:00 PM, Jonah Hirsch <jwh83 at nau.edu> wrote:

> I have an installation of 3.8.8 on a test machine that we're trying to
> upgrade to RT 4.0.0
>
> If I run configure with --prefix=/opt/rt3 to match the current installation
> of RT, running perl etc/upgrade/vulnerable-passwords returns:
>
> Can't locate object method "new" via package "RT::CurrentUser" at lib/RT.pm
> line 481.
>
> Running configure without that switch does not cause this issue. Moving
> /opt/rt3 to /opt/rt4 and running configure without the switch *DOES* cause
> the issue to occur.
>
> Am I doing something wrong in the upgrade process? Should I just skip this
> step?
>
> Thanks for the info.
>
> -----------------------
> Jonah Hirsch
>
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From ruz at bestpractical.com  Fri Apr 29 23:52:36 2011
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Sat, 30 Apr 2011 07:52:36 +0400
Subject: [rt-users] Create ticket template ?
In-Reply-To: <20110429212913.GD96238@obspm.fr>
References: <20110429212913.GD96238@obspm.fr>
Message-ID: <BANLkTimNwepSFpCSRNL0MVQnK3pTHLg2aQ@mail.gmail.com>

Hi,

UI -> Tools -> Offline ->

===Create-Ticket: PROJ
Queue: General
Subject: coffe in the office

===Create-Ticket: ticket1
Queue: General
Subject: Beans
DependedOnBy: PROJ

===Create-Ticket: ticket2
Queue: General
Subject: Water
DependedOnBy: PROJ

Submit.

On Sat, Apr 30, 2011 at 1:29 AM, Albert Shih <Albert.Shih at obspm.fr> wrote:
> Hi all.
>
> Can I create something like a template of set of ticket ?
>
> Let me explain For exemple :
>
> ? ? ? ?I want to have some coffe in the office ;-)
>
> For doing that I need create:
>
> ? ? ? ?One ticket --> Need coffe in the office
>
> ? ? ? ? ? ? ? ?--> depend on --> Buy some coffe
> ? ? ? ? ? ? ? ?--> depend on --> have some water in the office
> ? ? ? ? ? ? ? ?--> depend on --> buy some plastic cup
> ? ? ? ? ? ? ? ?--> depend on --> buy some suggar
>
>
> Because each time is the same problem I like to have some method to create
> automatically those 5 tickets. Not only to save time but more important :
> not to forget something.
>
> Is that possible ?
>
> Regards.
>
>
> --
> Albert SHIH
> DIO batiment 15
> Observatoire de Paris Meudon
> 5 Place Jules Janssen
> 92195 Meudon Cedex
> T?l?phone : 01 45 07 76 26/06 86 69 95 71
> Heure local/Local time:
> ven 29 avr 2011 23:24:10 CEST
>



-- 
Best regards, Ruslan.


From falcone at bestpractical.com  Fri Apr 29 23:54:00 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Fri, 29 Apr 2011 23:54:00 -0400
Subject: [rt-users] 4.0.0 issue
In-Reply-To: <BANLkTinM6CfEVMgzyqer6Nt6nysuo3a4Sw@mail.gmail.com>
References: <BANLkTinM6CfEVMgzyqer6Nt6nysuo3a4Sw@mail.gmail.com>
Message-ID: <20110430035400.GN1000@jibsheet.com>

On Fri, Apr 29, 2011 at 03:33:00PM -0700, Simon Gao wrote:
>    Hi,
> 
>    I just did a fresh install of RT 4.0.0. Upon starting apache server, I had following error:
> 
>    [Fri Apr 29 15:28:01 2011] [error] [client 192.168.1.10] Error while loading
>    /opt/rt4/sbin/rt-server: Can't locate object method "PSGIApp" via package
>    "RT::Interface::Web::Handler" at /opt/rt4/sbin/rt-server line 138.\n
> 
>    During build and installation, all dependencies were found.

Are there any local customizations?

You also don't say if you're using mod_perl or fastcgi and how you've
configured it.

-kevin
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From falcone at bestpractical.com  Fri Apr 29 23:56:27 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Fri, 29 Apr 2011 23:56:27 -0400
Subject: [rt-users] Error running perl etc/upgrade/vulnerable-passwords
 with existing RT installation
In-Reply-To: <BANLkTinwU8VRKmNC=xej_NcYhTiS5Bx6jA@mail.gmail.com>
References: <BANLkTinwU8VRKmNC=xej_NcYhTiS5Bx6jA@mail.gmail.com>
Message-ID: <20110430035627.GO1000@jibsheet.com>

On Fri, Apr 29, 2011 at 03:00:14PM -0700, Jonah Hirsch wrote:
>    I have an installation of 3.8.8 on a test machine that we're trying to upgrade to RT 4.0.0
>    If I run configure with --prefix=/opt/rt3 to match the current installation of RT, running
>    perl etc/upgrade/vulnerable-passwords returns:

Did you read docs/UPGRADING-4.0 for the litany of problems that will
occur if you do that?

Why are you trying to keep the rt3 code around and what part of the
documentation can I change to make it clear that you really shouldn't
do that?

Just make install cleanly into /opt/rt4 and run the database upgrades

-kevin

>      Can't locate object method "new" via package "RT::CurrentUser" at lib/RT.pm line 481.
> 
>    Running configure without that switch does not cause this issue. Moving /opt/rt3 to /opt/rt4
>    and running configure without the switch DOES cause the issue to occur.
>    Am I doing something wrong in the upgrade process? Should I just skip this step?
>    Thanks for the info.
>    -----------------------
>    Jonah Hirsch
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From simon.gao at schrodinger.com  Sat Apr 30 01:01:06 2011
From: simon.gao at schrodinger.com (Simon Gao)
Date: Fri, 29 Apr 2011 22:01:06 -0700
Subject: [rt-users] 4.0.0 issue
In-Reply-To: <20110430035400.GN1000@jibsheet.com>
References: <BANLkTinM6CfEVMgzyqer6Nt6nysuo3a4Sw@mail.gmail.com>
	<20110430035400.GN1000@jibsheet.com>
Message-ID: <BANLkTinq9e65HsawBpDaxTUyRzifCkWo3A@mail.gmail.com>

It's mod_perl 2.x.  It's installed to /usr/local/rt4.

On Fri, Apr 29, 2011 at 8:54 PM, Kevin Falcone <falcone at bestpractical.com>wrote:

> On Fri, Apr 29, 2011 at 03:33:00PM -0700, Simon Gao wrote:
> >    Hi,
> >
> >    I just did a fresh install of RT 4.0.0. Upon starting apache server, I
> had following error:
> >
> >    [Fri Apr 29 15:28:01 2011] [error] [client 192.168.1.10] Error while
> loading
> >    /opt/rt4/sbin/rt-server: Can't locate object method "PSGIApp" via
> package
> >    "RT::Interface::Web::Handler" at /opt/rt4/sbin/rt-server line 138.\n
> >
> >    During build and installation, all dependencies were found.
>
> Are there any local customizations?
>
> You also don't say if you're using mod_perl or fastcgi and how you've
> configured it.
>
> -kevin
>
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From lzs at zitseng.com  Sat Apr 30 03:07:52 2011
From: lzs at zitseng.com (Lai Zit Seng)
Date: Sat, 30 Apr 2011 15:07:52 +0800
Subject: [rt-users] RT4 rt-crontool with RT::Authen::ExternalAuth
Message-ID: <E17AD8C5-0D77-4A5E-8A0C-D5C3FBAE21A2@zitseng.com>

Hi,

I've just started trying to play around with RT4. I also installed RT::Authen::ExternalAuth 0.08_02. LDAP authentication is configured and it works fine. However, I've a problem with rt-crontool. Running it will result in the following error:

Modification of a read-only value attempted at /usr/lib/perl5/site_perl/5.8.8/Net/LDAP/Constant.pm line 13.
Compilation failed in require at /usr/lib/perl5/site_perl/5.8.8/Net/LDAP/Message.pm line 7.
BEGIN failed--compilation aborted at /usr/lib/perl5/site_perl/5.8.8/Net/LDAP/Message.pm line 7.
Compilation failed in require at /usr/lib/perl5/site_perl/5.8.8/Net/LDAP.pm line 13.
BEGIN failed--compilation aborted at /usr/lib/perl5/site_perl/5.8.8/Net/LDAP.pm line 13.
Compilation failed in require at /opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm line 3.
BEGIN failed--compilation aborted at /opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm line 3.
Compilation failed in require at /opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm line 26.
BEGIN failed--compilation aborted at /opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm line 26.
Compilation failed in require at /opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/User_Vendor.pm line 3.
BEGIN failed--compilation aborted at /opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/User_Vendor.pm line 3.
Compilation failed in require at /opt/rt4/bin/../lib/RT/Base.pm line 161.
Compilation failed in require at (eval 71) line 3.
	...propagated at /usr/lib/perl5/5.8.8/base.pm line 85.
BEGIN failed--compilation aborted at /opt/rt4/bin/../lib/RT/CurrentUser.pm line 97.
Compilation failed in require at /opt/rt4/bin/../lib/RT.pm line 480.

If I remove RT::Authen::ExternalAuth from RT_SiteConfig.pm, rt-crontool runs fine.

Is this a known issue? Any help to solve this problem? Thanks. :)

Regards,

.lzs

From lzs at zitseng.com  Sat Apr 30 05:29:53 2011
From: lzs at zitseng.com (Lai Zit Seng)
Date: Sat, 30 Apr 2011 17:29:53 +0800
Subject: [rt-users] RT4 rt-crontool with RT::Authen::ExternalAuth
In-Reply-To: <E17AD8C5-0D77-4A5E-8A0C-D5C3FBAE21A2@zitseng.com>
References: <E17AD8C5-0D77-4A5E-8A0C-D5C3FBAE21A2@zitseng.com>
Message-ID: <2385C625-03DA-4146-BB26-8D6A92F961E1@zitseng.com>

Ok, problem is resolved.

It seems to be an issue with Net::LDAP 0.4001 (perl-ldap-0.4001.tar.gz). Patch available in https://rt.cpan.org/Public/Bug/Display.html?id=56726.

rt-crontool runs now. :)

Regards,

.lzs

On Apr 30, 2011, at 3:07 PM, Lai Zit Seng wrote:

> Hi,
> 
> I've just started trying to play around with RT4. I also installed RT::Authen::ExternalAuth 0.08_02. LDAP authentication is configured and it works fine. However, I've a problem with rt-crontool. Running it will result in the following error:
> 
> Modification of a read-only value attempted at /usr/lib/perl5/site_perl/5.8.8/Net/LDAP/Constant.pm line 13.
> Compilation failed in require at /usr/lib/perl5/site_perl/5.8.8/Net/LDAP/Message.pm line 7.
> BEGIN failed--compilation aborted at /usr/lib/perl5/site_perl/5.8.8/Net/LDAP/Message.pm line 7.
> Compilation failed in require at /usr/lib/perl5/site_perl/5.8.8/Net/LDAP.pm line 13.
> BEGIN failed--compilation aborted at /usr/lib/perl5/site_perl/5.8.8/Net/LDAP.pm line 13.
> Compilation failed in require at /opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm line 3.
> BEGIN failed--compilation aborted at /opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm line 3.
> Compilation failed in require at /opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm line 26.
> BEGIN failed--compilation aborted at /opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm line 26.
> Compilation failed in require at /opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/User_Vendor.pm line 3.
> BEGIN failed--compilation aborted at /opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/User_Vendor.pm line 3.
> Compilation failed in require at /opt/rt4/bin/../lib/RT/Base.pm line 161.
> Compilation failed in require at (eval 71) line 3.
> 	...propagated at /usr/lib/perl5/5.8.8/base.pm line 85.
> BEGIN failed--compilation aborted at /opt/rt4/bin/../lib/RT/CurrentUser.pm line 97.
> Compilation failed in require at /opt/rt4/bin/../lib/RT.pm line 480.
> 
> If I remove RT::Authen::ExternalAuth from RT_SiteConfig.pm, rt-crontool runs fine.
> 
> Is this a known issue? Any help to solve this problem? Thanks. :)
> 
> Regards,
> 
> .lzs



From igilama.register at gmail.com  Sat Apr 30 05:51:38 2011
From: igilama.register at gmail.com (IgiLama)
Date: Sat, 30 Apr 2011 11:51:38 +0200
Subject: [rt-users] RT 4.0 mod_perl2 install failure on apache2
Message-ID: <BANLkTik_1YT-z549iJpMQ=JvFKv++RYHaA@mail.gmail.com>

Hi,

I installed RT 4 on my debian box, all dependencies were met, using
mod_perl2, postgres, standalone (Starlet?) webserver works but when I
configure apache according to documentation it report error upon start
and I can't reach RT. I'm running it as http://mybox/rt4/ (prefix
rt4). The error reported is:

[warning]:      (in cleanup) Error while loading /opt/rt4/sbin/rt-server:
Can't locate object method "PSGIApp" via package
"RT::Interface::Web::Handler" at /opt/rt4/sbin/rt-server line 138.
(/usr/share/request-tracker3.8/lib/RT.pm:394)

I found similar issue here http://www.gossamer-threads.com/lists/rt/users/101735

Anyone else having this problem? Does anyone know how to solve it?

Thanks


From falcone at bestpractical.com  Sat Apr 30 09:54:19 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Sat, 30 Apr 2011 09:54:19 -0400
Subject: [rt-users] 4.0.0 issue
In-Reply-To: <BANLkTinq9e65HsawBpDaxTUyRzifCkWo3A@mail.gmail.com>
References: <BANLkTinM6CfEVMgzyqer6Nt6nysuo3a4Sw@mail.gmail.com>
	<20110430035400.GN1000@jibsheet.com>
	<BANLkTinq9e65HsawBpDaxTUyRzifCkWo3A@mail.gmail.com>
Message-ID: <20110430135419.GP1000@jibsheet.com>

On Fri, Apr 29, 2011 at 10:01:06PM -0700, Simon Gao wrote:
>    It's mod_perl 2.x. It's installed to /usr/local/rt4.

Why do your error messages reference /opt/rt4 if things are in
/usr/local/rt4?

You also didn't answer the question about customizations

-kevin


>    On Fri, Apr 29, 2011 at 8:54 PM, Kevin Falcone <[1]falcone at bestpractical.com> wrote:
> 
>      On Fri, Apr 29, 2011 at 03:33:00PM -0700, Simon Gao wrote:
>      > Hi,
>      >
>      > I just did a fresh install of RT 4.0.0. Upon starting apache server, I had following
>      error:
>      >
>      > [Fri Apr 29 15:28:01 2011] [error] [client 192.168.1.10] Error while loading
>      > /opt/rt4/sbin/rt-server: Can't locate object method "PSGIApp" via package
>      > "RT::Interface::Web::Handler" at /opt/rt4/sbin/rt-server line 138.\n
>      >
>      > During build and installation, all dependencies were found.
> 
>      Are there any local customizations?
> 
>      You also don't say if you're using mod_perl or fastcgi and how you've
>      configured it.
>      -kevin
> 
> References
> 
>    Visible links
>    1. mailto:falcone at bestpractical.com
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From ruz at bestpractical.com  Sat Apr 30 10:51:04 2011
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Sat, 30 Apr 2011 18:51:04 +0400
Subject: [rt-users] RT 4.0 mod_perl2 install failure on apache2
In-Reply-To: <BANLkTik_1YT-z549iJpMQ=JvFKv++RYHaA@mail.gmail.com>
References: <BANLkTik_1YT-z549iJpMQ=JvFKv++RYHaA@mail.gmail.com>
Message-ID: <BANLkTinLLX89s0TQqHgxDnPUL00qTBNeow@mail.gmail.com>

Hello,

rt-server from /opt/rt4, RT.pm from request-tracker3.8 dir. This is
for sure may result in such errors.

On Sat, Apr 30, 2011 at 1:51 PM, IgiLama <igilama.register at gmail.com> wrote:
> Hi,
>
> I installed RT 4 on my debian box, all dependencies were met, using
> mod_perl2, postgres, standalone (Starlet?) webserver works but when I
> configure apache according to documentation it report error upon start
> and I can't reach RT. I'm running it as http://mybox/rt4/ (prefix
> rt4). The error reported is:
>
> [warning]: ? ? ?(in cleanup) Error while loading /opt/rt4/sbin/rt-server:
> Can't locate object method "PSGIApp" via package
> "RT::Interface::Web::Handler" at /opt/rt4/sbin/rt-server line 138.
> (/usr/share/request-tracker3.8/lib/RT.pm:394)
>
> I found similar issue here http://www.gossamer-threads.com/lists/rt/users/101735
>
> Anyone else having this problem? Does anyone know how to solve it?
>
> Thanks
>

-- 
Best regards, Ruslan.


From ruz at bestpractical.com  Sat Apr 30 11:19:54 2011
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Sat, 30 Apr 2011 19:19:54 +0400
Subject: [rt-users] RT 4.0 mod_perl2 install failure on apache2
In-Reply-To: <BANLkTi=uWkgTr+Nk6akhnyTK9hf4378j-A@mail.gmail.com>
References: <BANLkTik_1YT-z549iJpMQ=JvFKv++RYHaA@mail.gmail.com>
	<BANLkTinLLX89s0TQqHgxDnPUL00qTBNeow@mail.gmail.com>
	<BANLkTi=uWkgTr+Nk6akhnyTK9hf4378j-A@mail.gmail.com>
Message-ID: <BANLkTik7rp+kn0u+d+ePX9zoVFsG9_Y2xA@mail.gmail.com>

On Sat, Apr 30, 2011 at 7:01 PM, IgiLama <igilama.register at gmail.com> wrote:
> Ou, I did not notice that ... sure, that's the problem. But how do I
> force it to load a proper RT.pm from /opt/rt4? I suspect it's loading
> it because it is sooner in include path or something (it's not
> specified anywhere explicitly for sure). Am I required to remove RT

I'm not sure. Do you try to run both versions in one apache server
with mod_perl?
In this case you have to isolate instances:

http://requesttracker.wikia.com/wiki/MultipleInstances#mod_perl_2.x

Also, Check @INC path in perl -V output.



> 3.8? I'd like to make sure that RT 4.0 works as expected before I do
> that.

You're not required to remove RT3, but you must isolate instances from
each other. Don't copy old files from RT 3.x and/or install RT4.0 over
RT3.


> Thanks

Cc list on replies.

-- 
Best regards, Ruslan.