From depesz at depesz.com Tue Mar 1 03:45:58 2011 From: depesz at depesz.com (hubert depesz lubaczewski) Date: Tue, 1 Mar 2011 09:45:58 +0100 Subject: [rt-users] "Can't use an undefined value as a HASH reference at /opt/rt3/share/html/Admin/Users/index.html line 120, line 69." Message-ID: <20110301084558.GA5466@depesz.com> hi got RT 3.8.8 instance which was working happily for quite some time now (although it could be that I didn't use these particular options), and today I noticed that when logging as superuser, and going to configuration-> usetrs, groups, queues or custom fields - i get these errors: Can't use an undefined value as a HASH reference at /opt/rt3/share/html/Admin/Users/index.html line 120, line 69. Can't use an undefined value as a HASH reference at /opt/rt3/share/html/Admin/Groups/index.html line 116, line 69. Can't use an undefined value as a HASH reference at /opt/rt3/share/html/Admin/Queues/index.html line 114, line 69. Can't use an undefined value as a HASH reference at /opt/rt3/share/html/Admin/CustomFields/index.html line 110, line 69. these errors are showed in browser, and nothing about it got logged (i'm using syslog logger). Global and Tools configurations looks like working. This installation is on linux (debian), with postgresql 9.0 backend. In database query logs I see these queries: SELECT * FROM Groups WHERE LOWER(Domain) = LOWER('SystemInternal') AND LOWER(Type) = LOWER('Privileged') SELECT * FROM GroupMembers WHERE GroupId = '4' AND MemberId = '12' SELECT * FROM Users WHERE id = '12' SELECT * FROM Principals WHERE id = '12' SELECT ACL.id, ACL.ObjectType, ACL.ObjectId FROM ACL, Principals, CachedGroupMembers WHERE (ACL.RightName = 'SuperUser' OR ACL.RightName = 'ShowConfigTab') AND Principals.id = ACL.PrincipalId AND Principals.PrincipalType = 'Group' AND Principals.Disabled = 0 AND CachedGroupMembers.GroupId = ACL.PrincipalId AND CachedGroupMembers.GroupId = Principals.id AND CachedGroupMembers.MemberId = 12 AND CachedGroupMembers.Disabled = 0 AND ((ACL.ObjectType = 'RT::System' AND ACL.ObjectId = 1) OR (ACL.ObjectType = 'RT::System' AND ACL.ObjectId = 1)) LIMIT 1 and all of them return single row. what could be wrong? Best regards, depesz -- Linkedin: http://www.linkedin.com/in/depesz / blog: http://www.depesz.com/ jid/gtalk: depesz at depesz.com / aim:depeszhdl / skype:depesz_hdl / gg:6749007 From bmccormack at nextjump.com Tue Mar 1 06:18:53 2011 From: bmccormack at nextjump.com (Bernard McCormack) Date: Tue, 1 Mar 2011 06:18:53 -0500 Subject: [rt-users] "Can't use an undefined value as a HASH reference at /opt/rt3/share/html/Admin/Users/index.html line 120, line 69." In-Reply-To: <20110301084558.GA5466@depesz.com> References: <20110301084558.GA5466@depesz.com> Message-ID: <2437DA37D3AF87429F50B1FBE01C973C04848C70@MASERVER1.nextjump.com> I've seen that error when I was in correctly calling an object ie: $ticket instead of $ticket->id . Have you made any changes to AdminSearchResultFormat in your Site config or Config. This config value is called in the default unedited of each of the files. $Format ||= RT->Config->Get('AdminSearchResultFormat')->{'Groups'}; -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of hubert depesz lubaczewski Sent: Tuesday, March 01, 2011 3:46 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] "Can't use an undefined value as a HASH reference at /opt/rt3/share/html/Admin/Users/index.html line 120, line 69." hi got RT 3.8.8 instance which was working happily for quite some time now (although it could be that I didn't use these particular options), and today I noticed that when logging as superuser, and going to configuration-> usetrs, groups, queues or custom fields - i get these errors: Can't use an undefined value as a HASH reference at /opt/rt3/share/html/Admin/Users/index.html line 120, line 69. Can't use an undefined value as a HASH reference at /opt/rt3/share/html/Admin/Groups/index.html line 116, line 69. Can't use an undefined value as a HASH reference at /opt/rt3/share/html/Admin/Queues/index.html line 114, line 69. Can't use an undefined value as a HASH reference at /opt/rt3/share/html/Admin/CustomFields/index.html line 110, line 69. these errors are showed in browser, and nothing about it got logged (i'm using syslog logger). Global and Tools configurations looks like working. This installation is on linux (debian), with postgresql 9.0 backend. In database query logs I see these queries: SELECT * FROM Groups WHERE LOWER(Domain) = LOWER('SystemInternal') AND LOWER(Type) = LOWER('Privileged') SELECT * FROM GroupMembers WHERE GroupId = '4' AND MemberId = '12' SELECT * FROM Users WHERE id = '12' SELECT * FROM Principals WHERE id = '12' SELECT ACL.id, ACL.ObjectType, ACL.ObjectId FROM ACL, Principals, CachedGroupMembers WHERE (ACL.RightName = 'SuperUser' OR ACL.RightName = 'ShowConfigTab') AND Principals.id = ACL.PrincipalId AND Principals.PrincipalType = 'Group' AND Principals.Disabled = 0 AND CachedGroupMembers.GroupId = ACL.PrincipalId AND CachedGroupMembers.GroupId = Principals.id AND CachedGroupMembers.MemberId = 12 AND CachedGroupMembers.Disabled = 0 AND ((ACL.ObjectType = 'RT::System' AND ACL.ObjectId = 1) OR (ACL.ObjectType = 'RT::System' AND ACL.ObjectId = 1)) LIMIT 1 and all of them return single row. what could be wrong? Best regards, depesz -- Linkedin: http://www.linkedin.com/in/depesz / blog: http://www.depesz.com/ jid/gtalk: depesz at depesz.com / aim:depeszhdl / skype:depesz_hdl / gg:6749007 From fabrizio at bzimage.it Tue Mar 1 06:53:01 2011 From: fabrizio at bzimage.it (Fabrizio Sebastiani) Date: Tue, 1 Mar 2011 12:53:01 +0100 Subject: [rt-users] cloning queue on 3.8.x Message-ID: Hi all and TomL is look interesting to have the possibility to clone a queue: expecially as configuration template trip: create a "configuration" queue as a template and then always clone from it to create more queues with same configuration (and then, if needed change only what shall be changed). This seems to be useful to create "families" of queues.... on http://requesttracker.wikia.com/wiki/CloningQueues is standing che script doesnt work on 3.8.8. I'm running 3.8.8, how to clone ? thanks. -- Fabrizio Sebastiani http://www.bzimage.it - mobile: +39.328.3139798 (A) pii sorsi + deflagranti optO -------------- next part -------------- An HTML attachment was scrubbed... URL: From mauricio.leite at planalto.gov.br Tue Mar 1 08:04:13 2011 From: mauricio.leite at planalto.gov.br (mauricio.leite at planalto.gov.br) Date: Tue, 1 Mar 2011 10:04:13 -0300 Subject: [rt-users] How set a default value on Custom Field when Change Owner Message-ID: <718ABD56385FF1468E370770B389399F014F52A8@ALMAS> I made a scrip to set a value on CF when changing owner, but is not working. Does somebody can help me. My code bellow: use RT::Ticket; use RT::CustomField; my $Ticket = $self->TicketObj; my $CFName = 'Tipo de Defacement'; my $QueueObj = $Ticket->QueueObj; my $CFObj = RT::CustomField->new( $QueueObj->$self->CurrentUser ); $CFObj->LoadByNameAndQueue( Name => $CFName, Queue => $QueueObj->id ); $Ticket->AddCustomFieldValue( Field => $CFObj->id, Value => "Desfiguracao de Sitio", RecordTransaction => 1); Thanks. -------------- next part -------------- An HTML attachment was scrubbed... URL: From depesz at depesz.com Tue Mar 1 08:09:33 2011 From: depesz at depesz.com (hubert depesz lubaczewski) Date: Tue, 1 Mar 2011 14:09:33 +0100 Subject: [rt-users] "Can't use an undefined value as a HASH reference at /opt/rt3/share/html/Admin/Users/index.html line 120, line 69." In-Reply-To: <2437DA37D3AF87429F50B1FBE01C973C04848C70@MASERVER1.nextjump.com> References: <20110301084558.GA5466@depesz.com> <2437DA37D3AF87429F50B1FBE01C973C04848C70@MASERVER1.nextjump.com> Message-ID: <20110301130933.GA4865@depesz.com> On Tue, Mar 01, 2011 at 06:18:53AM -0500, Bernard McCormack wrote: > I've seen that error when I was in correctly calling an object ie: $ticket instead of $ticket->id . Have you made any changes to AdminSearchResultFormat in your Site config or Config. > > This config value is called in the default unedited of each of the files. > $Format ||= RT->Config->Get('AdminSearchResultFormat')->{'Groups'}; No. At the very least - as far as I know. 14:08:30 root at andy /opt/rt3 =# find etc/ | xargs grep AdminSearchResultFormat doesn't return anything. can I help in any other way to solve the problem? Best regards, depesz From ruslan.zakirov at gmail.com Tue Mar 1 08:13:14 2011 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Tue, 1 Mar 2011 16:13:14 +0300 Subject: [rt-users] "Can't use an undefined value as a HASH reference at /opt/rt3/share/html/Admin/Users/index.html line 120, line 69." In-Reply-To: <20110301130933.GA4865@depesz.com> References: <20110301084558.GA5466@depesz.com> <2437DA37D3AF87429F50B1FBE01C973C04848C70@MASERVER1.nextjump.com> <20110301130933.GA4865@depesz.com> Message-ID: Then something wrong with your setup. RT_Config.pm should contain defaults for this option. Regards, Ruslan. From phone. 01.03.2011 16:09 ???????????? "hubert depesz lubaczewski" ???????: > On Tue, Mar 01, 2011 at 06:18:53AM -0500, Bernard McCormack wrote: >> I've seen that error when I was in correctly calling an object ie: $ticket instead of $ticket->id . Have you made any changes to AdminSearchResultFormat in your Site config or Config. >> >> This config value is called in the default unedited of each of the files. >> $Format ||= RT->Config->Get('AdminSearchResultFormat')->{'Groups'}; > > No. At the very least - as far as I know. > > 14:08:30 root at andy /opt/rt3 > =# find etc/ | xargs grep AdminSearchResultFormat > > doesn't return anything. > > can I help in any other way to solve the problem? > > Best regards, > > depesz > -------------- next part -------------- An HTML attachment was scrubbed... URL: From depesz at depesz.com Tue Mar 1 08:15:11 2011 From: depesz at depesz.com (hubert depesz lubaczewski) Date: Tue, 1 Mar 2011 14:15:11 +0100 Subject: [rt-users] "Can't use an undefined value as a HASH reference at /opt/rt3/share/html/Admin/Users/index.html line 120, line 69." In-Reply-To: References: <20110301084558.GA5466@depesz.com> <2437DA37D3AF87429F50B1FBE01C973C04848C70@MASERVER1.nextjump.com> <20110301130933.GA4865@depesz.com> Message-ID: <20110301131511.GA9314@depesz.com> On Tue, Mar 01, 2011 at 04:13:14PM +0300, Ruslan Zakirov wrote: > Then something wrong with your setup. RT_Config.pm should contain defaults > for this option. This is config from rather old version of rt moved across versions to current version. What can I do now to solve the problem? Best regards, depesz From l.reimann at metaways.de Tue Mar 1 08:30:14 2011 From: l.reimann at metaways.de (Lars Reimann) Date: Tue, 01 Mar 2011 14:30:14 +0100 Subject: [rt-users] Modifying stuff with CLI, especially rights In-Reply-To: References: Message-ID: <4D6CF4E6.7010904@metaways.de> Hi all, i've done some digging since we are having the need to alter / edit stuff within RT programatically via the built-in CLI. However, I find the general documentation sparse and can only agree with previous questions which have gone unanswered / unsolved. Modifying stuff such as rights for a user should be possible with CLI, but syntax and method is still unknown (at least to me) after a close look at things. What we (and basically other users) need would be the approach to add users to specific groups and modify access rights for those groups (its a pain to clicky clicky on the web-interface for admins). I understand that the CLI is basically a wrapper for the underlying perl code. I would rather use the CLI to be database conform / rt conform than devising a way to solve my problems in an unclean way. Please update / tell us more about solving things via the CLI. Updating the Wiki may be also a good step, but that can also be done by me, once the general approach / scope is clear. e.g. References: Batch *Rights* modification with *CLI* Dec 10, 2009, 6:49 AM Using *CLI* to modify group *rights* on a queue - is it possible? Mar 20, 2009, 9:44 AM greetings, l.r. -------------- next part -------------- An HTML attachment was scrubbed... URL: From ktm at rice.edu Tue Mar 1 08:43:37 2011 From: ktm at rice.edu (Kenneth Marshall) Date: Tue, 1 Mar 2011 07:43:37 -0600 Subject: [rt-users] "Can't use an undefined value as a HASH reference at /opt/rt3/share/html/Admin/Users/index.html line 120, line 69." In-Reply-To: <20110301131511.GA9314@depesz.com> References: <20110301084558.GA5466@depesz.com> <2437DA37D3AF87429F50B1FBE01C973C04848C70@MASERVER1.nextjump.com> <20110301130933.GA4865@depesz.com> <20110301131511.GA9314@depesz.com> Message-ID: <20110301134337.GJ8169@aart.is.rice.edu> On Tue, Mar 01, 2011 at 02:15:11PM +0100, hubert depesz lubaczewski wrote: > On Tue, Mar 01, 2011 at 04:13:14PM +0300, Ruslan Zakirov wrote: > > Then something wrong with your setup. RT_Config.pm should contain defaults > > for this option. > > This is config from rather old version of rt moved across versions to > current version. > > What can I do now to solve the problem? > > Best regards, > > depesz > > You need to put your local differences from RT_Config.pm in the RT_SiteConfig.pm. Then check the new config file to see if there are any changes that need to be put in your site specific config file. This check should be part of the upgrade process. Cheers, Ken From vance_walsh at concordacademy.org Tue Mar 1 09:03:55 2011 From: vance_walsh at concordacademy.org (Vance Walsh) Date: Tue, 01 Mar 2011 09:03:55 -0500 Subject: [rt-users] Keep reply subject as Site Name In-Reply-To: <4D6C12BD.1040600@bestpractical.com> References: <4D6697B6.5070904@thingy.com> <,> <4D6BBA02.9030300@thingy.com> <, > <,> <4D6C12BD.1040600@bestpractical.com> Message-ID: Yes, you were correct and it is 3.8.8 Though when I remove the tag and select save changes it says it removed the tag but it has not actually done so. When I return to that Queue it shows up again. --- Vance Walsh Network and Systems Administrator Concord Academy - Concord, Mass. -------------- next part -------------- An HTML attachment was scrubbed... URL: From depesz at depesz.com Tue Mar 1 09:04:01 2011 From: depesz at depesz.com (hubert depesz lubaczewski) Date: Tue, 1 Mar 2011 15:04:01 +0100 Subject: [rt-users] "Can't use an undefined value as a HASH reference at /opt/rt3/share/html/Admin/Users/index.html line 120, line 69." In-Reply-To: <20110301134337.GJ8169@aart.is.rice.edu> References: <20110301084558.GA5466@depesz.com> <2437DA37D3AF87429F50B1FBE01C973C04848C70@MASERVER1.nextjump.com> <20110301130933.GA4865@depesz.com> <20110301131511.GA9314@depesz.com> <20110301134337.GJ8169@aart.is.rice.edu> Message-ID: <20110301140401.GA11558@depesz.com> On Tue, Mar 01, 2011 at 07:43:37AM -0600, Kenneth Marshall wrote: > You need to put your local differences from RT_Config.pm in the > RT_SiteConfig.pm. Then check the new config file to see if there > are any changes that need to be put in your site specific config > file. This check should be part of the upgrade process. thanks a lot. works now. Best regards, depesz -- Linkedin: http://www.linkedin.com/in/depesz / blog: http://www.depesz.com/ jid/gtalk: depesz at depesz.com / aim:depeszhdl / skype:depesz_hdl / gg:6749007 From John.Alberts at exlibrisgroup.com Tue Mar 1 09:04:05 2011 From: John.Alberts at exlibrisgroup.com (John Alberts) Date: Tue, 1 Mar 2011 08:04:05 -0600 Subject: [rt-users] How to create RT at a glance widget In-Reply-To: <4D6C154F.8090005@bestpractical.com> References: <4CB3E05044AE6D47989FF271DEF16ADA08EDB07B@us-ex02.Corp.Exlibrisgroup.com> <4D6C154F.8090005@bestpractical.com> Message-ID: <4CB3E05044AE6D47989FF271DEF16ADA08EDB7AA@us-ex02.Corp.Exlibrisgroup.com> Thank you. I would have never found that on my own without knowing it was called a portlet. :) ---------- John Alberts Cloud Optimization Engineer Ex Libris (USA) Inc. 1350 E. Touhy Ave. ?Suite 200 East Des Plaines, IL 60018 Cell: 1-508-878-2197 Follow Ex Libris on Twitter: @exlibrisgroup -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Shawn M Moore Sent: Monday, February 28, 2011 3:36 PM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] How to create RT at a glance widget (11/02/27 16:33), John Alberts wrote: > I?m not sure what these are actually called. I?m referring to the > components that you can put on your RT at a glance page, such as saved > searches, calendars. I saw that Ruslan already addressed your need but to answer this question: these widgets are called portlets and the wiki has some documentation for them. http://requesttracker.wikia.com/wiki/WritingPortlets Shawn From Raed.El-Hames at daisygroupplc.com Tue Mar 1 09:32:11 2011 From: Raed.El-Hames at daisygroupplc.com (Raed El-Hames) Date: Tue, 1 Mar 2011 14:32:11 +0000 Subject: [rt-users] Modifying stuff with CLI, especially rights In-Reply-To: <4D6CF4E6.7010904@metaways.de> References: <4D6CF4E6.7010904@metaways.de> Message-ID: <892593C9CA8E25458C440A63DDC6774D0C5D36@DG-HEXMBX02.daisy.group> Lars I might be wrong but I don?t think the cli cater for rights (groups or users), I find the clicky clicky web interface annoying in particular when adding few users or few groups etc etc .. and to avoid that I ?ve written scripts using the rt api (so its database/rt conformed) ?. My scripts are heavily customised for our business , I am willing to share but I would need to do a lot of stripping first, to save my time if you want to have a go yourself I use: sub Addtogroup { my $uid = shift ; #This should be the user id , so you need to pull it out using RT::User->new(RT::SystemUser)->Load my $group = "Group_NAME_HERE"; my $g = RT::Group->new(RT::SystemUser); $g->LoadUserDefinedGroup($group); unless ($g->id) { print "error loading group \n"; return undef; } my ($gidm,$msg) = $g->AddMember($uid); if ($gidm == 0) { print "error adding user to group $msg\n"; } return 1; } And for rights, I have something like: my @rights = ('DeleteTicket','AssignCustomFields','OwnTicket','TakeTicket'); my $qobject = new RT::Queue(RT::SystemUser); $qobject->Load($queue); my $gobject = new RT::Group (RT::SystemUser); $gobject->LoadUserDefinedGroup($group); my $gid = $gobject->Id; my $principal = RT::Principal->new($RT::SystemUser); $principal->Load($gid); foreach my $right (@rights) { next unless ($right); my ($val, $msg) = $principal->GrantRight(Object => $qobject, Right => $right); push (@results, $msg); } Regards; Roy From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Lars Reimann Sent: 01 March 2011 13:30 To: rt-users at lists.bestpractical.com Subject: [rt-users] Modifying stuff with CLI, especially rights Hi all, i've done some digging since we are having the need to alter / edit stuff within RT programatically via the built-in CLI. However, I find the general documentation sparse and can only agree with previous questions which have gone unanswered / unsolved. Modifying stuff such as rights for a user should be possible with CLI, but syntax and method is still unknown (at least to me) after a close look at things. What we (and basically other users) need would be the approach to add users to specific groups and modify access rights for those groups (its a pain to clicky clicky on the web-interface for admins). I understand that the CLI is basically a wrapper for the underlying perl code. I would rather use the CLI to be database conform / rt conform than devising a way to solve my problems in an unclean way. Please update / tell us more about solving things via the CLI. Updating the Wiki may be also a good step, but that can also be done by me, once the general approach / scope is clear. e.g. References: Batch Rights modification with CLI Dec 10, 2009, 6:49 AM Using CLI to modify group rights on a queue - is it possible? Mar 20, 2009, 9:44 AM greetings, l.r. -------------- next part -------------- An HTML attachment was scrubbed... URL: From trs at bestpractical.com Tue Mar 1 09:59:03 2011 From: trs at bestpractical.com (Thomas Sibley) Date: Tue, 01 Mar 2011 09:59:03 -0500 Subject: [rt-users] Keep reply subject as Site Name In-Reply-To: References: <4D6697B6.5070904@thingy.com> <, > <4D6BBA02.9030300@thingy.com> <, > <, > <4D6C12BD.1040600@bestpractical.com> Message-ID: <4D6D09B7.1040702@bestpractical.com> On 01 Mar 2011 09:03, Vance Walsh wrote: > Yes, you were correct and it is 3.8.8 > > Though when I remove the tag and select save changes it says it removed > the tag but it has not actually done so. When I return to that Queue it > shows up again. What you're probably seeing is a caching bug we've fixed since 3.8.8. I believe the fix will be in 3.8.10 (unfortunately it's not in 3.8.9). If you restart apache, you should see that the queue no longer has the subject tag. Thomas From trs at bestpractical.com Tue Mar 1 10:02:14 2011 From: trs at bestpractical.com (Thomas Sibley) Date: Tue, 01 Mar 2011 10:02:14 -0500 Subject: [rt-users] How set a default value on Custom Field when Change Owner In-Reply-To: <718ABD56385FF1468E370770B389399F014F52A8@ALMAS> References: <718ABD56385FF1468E370770B389399F014F52A8@ALMAS> Message-ID: <4D6D0A76.7010607@bestpractical.com> On 01 Mar 2011 08:04, mauricio.leite at planalto.gov.br wrote: > I made a scrip to set a value on CF when changing owner, but is not > working. > Does somebody can help me. > My code bellow: > > use RT::Ticket; > use RT::CustomField; > my $Ticket = $self->TicketObj; > my $CFName = 'Tipo de Defacement'; > my $QueueObj = $Ticket->QueueObj; > my $CFObj = RT::CustomField->new( $QueueObj->$self->CurrentUser ); Have you looked in your error logs? That should always be the first step. The line "$QueueObj->$self->CurrentUser" above, while valid Perl, is really not at all what you want there (it's using the value of $self as a method name). Either $QueueObj->CurrentUser or $self->CurrentUser is probably sufficient. Thomas > $CFObj->LoadByNameAndQueue( Name => $CFName, Queue => $QueueObj->id ); > $Ticket->AddCustomFieldValue( Field => $CFObj->id, > Value => "Desfiguracao de Sitio", > RecordTransaction => 1); > Thanks. > From kfcrocker at lbl.gov Tue Mar 1 12:08:38 2011 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Tue, 1 Mar 2011 09:08:38 -0800 Subject: [rt-users] How set a default value on Custom Field when Change Owner In-Reply-To: <718ABD56385FF1468E370770B389399F014F52A8@ALMAS> References: <718ABD56385FF1468E370770B389399F014F52A8@ALMAS> Message-ID: Mauricio, Try this: Condition: Owner Change Action: User-defined Template: Global Blank Stage: TransactionBatch Custom Prep Code: # set the CF Default value my $trans = $self->TransactionObj; my $ticket = $self->TicketObj; my $cf_obj = RT::CustomField->new($RT::SystemUser); my $cf_name = "Tipo de Defacement"; my $cf_value = "Desfiguracao de Sitio"; $cf_obj->LoadByName(Name=>$cf_name); $RT::Logger->debug("Loaded\$cf_obj->Name = ". $cf_obj->Name() ."\n"); $ticket->AddCustomFieldValue(Field=>$cf_obj, Value=>$cf_value, RecordTransaction=>0); return 1; Custom Cleanup Code: return 1; This works for us. Kenn LBNL On Tue, Mar 1, 2011 at 5:04 AM, wrote: > I made a scrip to set a value on CF when changing owner, but is not > working. > Does somebody can help me. > My code bellow: > > use RT::Ticket; > use RT::CustomField; > my $Ticket = $self->TicketObj; > my $CFName = 'Tipo de Defacement'; > my $QueueObj = $Ticket->QueueObj; > my $CFObj = RT::CustomField->new( $QueueObj->$self->CurrentUser ); > $CFObj->LoadByNameAndQueue( Name => $CFName, Queue => $QueueObj->id ); > $Ticket->AddCustomFieldValue( Field => $CFObj->id, > Value => "Desfiguracao de Sitio", > RecordTransaction => 1); > Thanks. > -------------- next part -------------- An HTML attachment was scrubbed... URL: From kfcrocker at lbl.gov Tue Mar 1 12:49:21 2011 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Tue, 1 Mar 2011 09:49:21 -0800 Subject: [rt-users] Help with Dashboards Message-ID: To list, I got an email from my system telling me I was subscribed to some missing Dashboards followed by this: DashboardID: 6307 I was wondering, what RT Tables contain Dashboards info and what are the connections/relationships? This way I can find out who created a dashboard and subscribed me to it, etc. Thanks. Kenn LBNL Kenn -------------- next part -------------- An HTML attachment was scrubbed... URL: From kfcrocker at lbl.gov Tue Mar 1 14:43:42 2011 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Tue, 1 Mar 2011 11:43:42 -0800 Subject: [rt-users] Help with TimeWorked Report Message-ID: To list, I have implemented the "TimeWorkedReport" in our environment and it works well. However, I want to modify something that is a bit of a problem for us. The delivered code allows for a "SuperUser" to see the time reported by any other User. Our problem is that for our Group Managers to use this functionality, they would have to be "SuperUSers". We have over 110 Queues and our Group Managers (5 of them) just don't want to see such a HUGE list of Queues in the dropdown lists of Queues. They just want to see their own. My answer to the problem was to modify the code to see if the user is a member of a group (called 'BS-Group Managers') instead of checking if they have "SuperUser" rights. I was thinking this would keep my code modifications to a minimum as the only code I would have to change would be where the "SuperUser" right is checked. My biggest problem is I am in *NO WAY* a perl programmer. I get by by copying code and making small changes. I've looked at other code in RT and found what *I thought* were good examples of the kind of code I need. Obviously, I need to identify the Group and the user. This is what I have so far: # Get the Group Objects my $GroupObj = new RT::Group($session{$RT::CurrentUser}); $GroupObj->LoadUserDefinedGroup('BS-Group Managers'); my $UserId = new RT::User($session{$RT::CurrentUser}); # part of second option #my $GrpMgr = $GroupObj->UserMemberObj->PrincipalId($session{$RT::CurrentUser}); # first option my $GrpMgr = $GroupObj->UserMemberObj->PrincipalId($UserId); # second option # Skip next code if user not in Mgr Group # if this person is not a member of the mgrs group, we should only show them the report for themselves # which means we should remove all keys from %stats except their own username unless ($GrpMgr) { my %tempstats; $tempstats{$session{CurrentUser}->Name} = $stats{$session{CurrentUser}->Name}; %stats = %tempstats; } Once I have the group identified, I tried to see if the *current user* is in it, then I modified the "check for SuperUser right" to check for that membership. When I test using my first option "$session{$RT::CurrentUser}", I get this: Can't locate object method "PrincipalId" via package "No object mapping for field" (perhaps you forgot to load "No object mapping for field"?) at /opt/rt3/local/html/Tools/Reports/TimeWorkedReport.html line 222, line 307. When I test using my second option "$UserId", I get this: Can't locate object method "PrincipalId" via package "No object mapping for field" (perhaps you forgot to load "No object mapping for field"?) at /opt/rt3/local/html/Tools/Reports/TimeWorkedReport.html line 224, line 307. I know it looks like I'm bumbling around with these objects and I AM! I've asked my boss to send me to a perl class and he has OK'd that, but until then, I just can't see why my code is wrong. I thought "PrincipalId" was kinda built-in when looking at users. *AND* I think I'm may be misunderstanding the code "new RT::Group($session{$RT::CurrentUser})". I can't tell if it is the same as this "RT::Group->new($RT::SystemUser);" (which I've used successfully in other code) and I'm not sure if it actually gives an ID or is temporaryily pointing to one. So, If anyone can get me a little help so I can understand how to go about doing this, I'd be *REALLY* grateful. Thanks. Kenn LBNL -------------- next part -------------- An HTML attachment was scrubbed... URL: From sartak at bestpractical.com Tue Mar 1 15:53:20 2011 From: sartak at bestpractical.com (Shawn M Moore) Date: Tue, 01 Mar 2011 15:53:20 -0500 Subject: [rt-users] Help with Dashboards In-Reply-To: References: Message-ID: <4D6D5CC0.10200@bestpractical.com> (11/03/01 12:49), Kenneth Crocker wrote: > I was wondering, what RT Tables contain Dashboards info and what are the > connections/relationships? How dashboards and subscriptions are stored in the database is something I want to fix for 4.2 but this information is valid for 3.8 and 4.0. Dashboards were modeled off saved searches, so they have a lot of structure in common - namely, RT::SharedSetting. Like saved searches, dashboards have a "privacy" which lets you control which user or group can interact with the dashboard. Global dashboards have a privacy of RT::System. The dashboard is saved as an attribute on the user or group (or RT::System) corresponding to the privacy. Dashboards have a Name and the interesting bit is the Content which is a hashref of pane name to portlets. Dashboards are not inherently aware of subscriptions at all. Dashboard subscriptions are stored again as attributes on the subscribing user (note that groups cannot subscribe to a dashboard). They have attributes like DashboardId, Frequency, and Recipient. When we generate dashboard mail we look through subscriptions which point to dashboards. If a dashboard has vanished (due to being deleted or changing privacy to something the subscriber can no longer see) then we generate the missing dashboard mail you saw. Unfortunately attributes don't have actor metadata so it's not easy to find out who created a dashboard or subscription. In the future, I want to give dashboards and subscriptions their own table, and permit multiple subscriptions by one user to a dashboard so that you can have whatever scheduling you need, such as every Monday and Thursday, or the 1st and 15th of the month, etc. If you have other specific questions fire away :) Shawn From kfcrocker at lbl.gov Tue Mar 1 17:23:20 2011 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Tue, 1 Mar 2011 14:23:20 -0800 Subject: [rt-users] Help with Dashboards In-Reply-To: <4D6D5CC0.10200@bestpractical.com> References: <4D6D5CC0.10200@bestpractical.com> Message-ID: Shawn, Thanks a bunch. That helps me understand a few things. If I delete Dashboards from Attributes, I should also delete the subscriptions. Kenn LBNL On Tue, Mar 1, 2011 at 12:53 PM, Shawn M Moore wrote: > (11/03/01 12:49), Kenneth Crocker wrote: > >> I was wondering, what RT Tables contain Dashboards info and what are the >> connections/relationships? >> > > How dashboards and subscriptions are stored in the database is something I > want to fix for 4.2 but this information is valid for 3.8 and 4.0. > > > Dashboards were modeled off saved searches, so they have a lot of structure > in common - namely, RT::SharedSetting. Like saved searches, dashboards have > a "privacy" which lets you control which user or group can interact with the > dashboard. Global dashboards have a privacy of RT::System. The dashboard is > saved as an attribute on the user or group (or RT::System) corresponding to > the privacy. Dashboards have a Name and the interesting bit is the Content > which is a hashref of pane name to portlets. Dashboards are not inherently > aware of subscriptions at all. > > Dashboard subscriptions are stored again as attributes on the subscribing > user (note that groups cannot subscribe to a dashboard). They have > attributes like DashboardId, Frequency, and Recipient. When we generate > dashboard mail we look through subscriptions which point to dashboards. If a > dashboard has vanished (due to being deleted or changing privacy to > something the subscriber can no longer see) then we generate the missing > dashboard mail you saw. > > Unfortunately attributes don't have actor metadata so it's not easy to find > out who created a dashboard or subscription. > > > In the future, I want to give dashboards and subscriptions their own table, > and permit multiple subscriptions by one user to a dashboard so that you can > have whatever scheduling you need, such as every Monday and Thursday, or the > 1st and 15th of the month, etc. > > If you have other specific questions fire away :) > > Shawn > -------------- next part -------------- An HTML attachment was scrubbed... URL: From yan at seiner.com Tue Mar 1 17:55:10 2011 From: yan at seiner.com (Yan Seiner) Date: Tue, 1 Mar 2011 14:55:10 -0800 (PST) Subject: [rt-users] Weird results in search Message-ID: I set up a learning/demo site using RT 3.6.7 some time ago. I've been playing with it, showing it to people and using it as a test site to see if it will work for the various applications that come up. Today I found something weird - the search result for tickets returns a bogus URL. When you click on a ticket returned as a search you get: http://ticket/Display.html?id=4 Notice the 'ticket' instead of the installation domain name. This is the only place where it doesn't properly reference the URL; everything else works. I can't see where in the config this is singled out. How do I fix this? -- If you have eight hours to chop down a tree spend six sharpening your axe. --Abraham Lincoln From yan at seiner.com Tue Mar 1 18:32:13 2011 From: yan at seiner.com (Yan Seiner) Date: Tue, 1 Mar 2011 15:32:13 -0800 (PST) Subject: [rt-users] Any way to show my messages on the RT-at-a-glance page? Message-ID: <91b220a776ff7e8110f69c2138b71d64.squirrel@mail.seiner.com> RT sends out an email on some events. Is there any way to display "my messages" - basically the message queue that RT has sent to me on the home page? I'm trying to build a "kiosk" sort of setup where the users never have to leave their browser. --Yan -- If you have eight hours to chop down a tree spend six sharpening your axe. --Abraham Lincoln From daniel.farst at case.edu Tue Mar 1 18:44:12 2011 From: daniel.farst at case.edu (Daniel Farst) Date: Tue, 1 Mar 2011 18:44:12 -0500 Subject: [rt-users] Calculations on custom field values Message-ID: <3910724513.20110301184406@case.edu> I have a couple of things I'd like to do with RT and haven't been able to find any clear answers how to do it, or if it's even possible. Can anyone point me in the right direction? We'd like to do some simple calculations on values stored in a custom fields and on values from those custom fields in tickets returned from a saved search. Some background info: We use a queue in RT 3.8.8 to keep track of upcoming orders we need to place with a ticket for each order. Those tickets have custom fields tracking several values including order cost, what we're charging for the order, order status, tracking numbers, etc.. I'm pretty sure I can accomplish this first part using scrips on a ticket update, but would like confirmation. I'd like to have certain values in a custom field calculated and updated when a different custom field value is changed. i.e. I update the order total and the field holding what we're charging for the order is automatically recalculated and updated as well. The second part I'm not sure about. I'd like to be able to have RT give me the result of a calculation of the values in a custom field for the tickets returned by a saved search (e.g. average value of the cost of orders from user 'abc', sum of the cost of orders where custom field Order_Status = Shipped, etc.). Is this doable by RT? Is there an extension that does this that I would need to install? Thanks! -- Daniel Farst IT Support Coordinator College of Arts and Sciences Case Western Reserve University daniel.farst at case.edu Public key on keyserver.pgp.com -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 192 bytes Desc: not available URL: From stosic.matthew at gmail.com Tue Mar 1 18:57:45 2011 From: stosic.matthew at gmail.com (stoz) Date: Tue, 1 Mar 2011 15:57:45 -0800 (PST) Subject: [rt-users] iCal Time Zone Issues Message-ID: <31045491.post@talk.nabble.com> Hi, I'm trying to subscribe to a Request Tracker iCal feed, but when I do, many things show up on the calendar the day before they are due, rather than on the day they are due. I opened up the .ics file with a text editor and noticed that the DTEND and DTSTART are set to the wrong date (ie the day before). I have set RT's timezone to Australia/Sydney, and have tried setting my personal timezone in "About Me" to various different things but it hasn't helped. When I view the date section of the ticket in RT, the date shows up correctly (Thu Mar 03 10:30:00 2011) but the DTEND and DTSTART in the ics file show up as DTEND;VALUE=DATE:20110302 Any tips on what I can do to get this to work? I am using RT 3.8.8 and trying to subscribe to the calendar in Apple iCal (although I think the problem is with the ics file itself, not the iCal app) Thanks, Matt Stosic -- View this message in context: http://old.nabble.com/iCal-Time-Zone-Issues-tp31045491p31045491.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From todd at chaka.net Tue Mar 1 22:12:17 2011 From: todd at chaka.net (Todd Chapman) Date: Tue, 1 Mar 2011 22:12:17 -0500 Subject: [rt-users] Ticket graphing bug? Message-ID: Hi all, I am trying to understand ticket graphing behavior. Example ticket relations: A -> RefersTo -> B -> DependsOn -> C If you graph A with "Show as well" selecting ALL link types and "Main type of links" set to "RefersTo" then all 3 tickets a graphed. If you graph A with "Show as well" selecting ALL link types and "Main type of links" set to ANY other link type, only A and B are graphed. What is meant by "Main type of links" and why does it affect graphing like this? My goal is to graph all tickets related to the main ticket, now matter what link type or an what link depth. Thanks! -Todd From theitsmith at gmail.com Tue Mar 1 23:00:55 2011 From: theitsmith at gmail.com (Thomas Smith) Date: Tue, 1 Mar 2011 21:00:55 -0700 Subject: [rt-users] RT-Shredder directory Message-ID: I'm working with a recent upgrade from 3.6.6. to 3.8.8. When looking at the now included RT-Shredder utility, I got this error when I first attempted to access it: "Shredder needs a directory to write dumps to. Please check that you have /opt/rt3/var/data/RT-Shredder and it is writable by your web server." I simply had to create the directory structure beneath /opt/rt3/var for it to work. Just wondering if I missed something during the install that prevented this directory from being created or if this is a bug that I should report. ~ Tom -------------- next part -------------- An HTML attachment was scrubbed... URL: From gregory at accesskenya.com Wed Mar 2 04:32:16 2011 From: gregory at accesskenya.com (Gregory Okoth) Date: Wed, 2 Mar 2011 12:32:16 +0300 Subject: [rt-users] BCC emails on Comment Message-ID: <01f601cbd8bc$b846a580$28d3f080$@com> Hi RT Community, I need a clarification with regards to BCC emails. I am using RT 3.8.8 on CentOS 5.5, mysql, postfix When adding comments on tickets and using the Update Ticket button, it sends to those on CC for the queue under which the ticket belongs to, as well as the Originator, as BCC mail. I want only Administrative CC [or better still, the Owner] to receive email on this updated ticket. Those in CC for a particular queue are in other departments [read external], and these emails go to them in BCC. Want to stop this. Do I change using templates or Scrips. If its on Scrips, I changed On Comment Notify Other Recipeints to below, but its still not working. Please help Regards, Gregory -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image003.jpg Type: image/jpeg Size: 19525 bytes Desc: not available URL: From fireskyer at gmx.de Wed Mar 2 05:06:20 2011 From: fireskyer at gmx.de (john s.) Date: Wed, 2 Mar 2011 02:06:20 -0800 (PST) Subject: [rt-users] RT-Shredder directory In-Reply-To: References: Message-ID: <31047997.post@talk.nabble.com> Hello Tom You have to set the rights for the Webserver for these Directorys best regards john Thomas Smith-12 wrote: > > I'm working with a recent upgrade from 3.6.6. to 3.8.8. > > When looking at the now included RT-Shredder utility, I got this error > when > I first attempted to access it: > > "Shredder needs a directory to write dumps to. Please check that you have > /opt/rt3/var/data/RT-Shredder and it is writable by your web server." > > I simply had to create the directory structure beneath /opt/rt3/var for it > to work. > > Just wondering if I missed something during the install that prevented > this > directory from being created or if this is a bug that I should report. > > ~ Tom > > ----- best regards john -- View this message in context: http://old.nabble.com/RT-Shredder-directory-tp31046443p31047997.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From bmccormack at nextjump.com Wed Mar 2 05:20:17 2011 From: bmccormack at nextjump.com (Bernard McCormack) Date: Wed, 2 Mar 2011 05:20:17 -0500 Subject: [rt-users] Custom field creation Message-ID: <2437DA37D3AF87429F50B1FBE01C973C04849000@MASERVER1.nextjump.com> I'm creating a new user custom field in rt 3.8.8 and I'm not seeing in the ui till I manually update table `rt3`.`ObjectCustomFields` with the values(in seeing in the ui I mean on the ticket /ui It does appear on the edit custom fields page under config). This is only occurring on my production db. When I point my dev box at the production db I see the same issue. I have given the user admin access to the db and it is still failing. Nothing is in the rt logs other than debug messages from External auth: [Wed Mar 2 10:13:28 2011] [debug]: 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/Callbacks/ExternalAu th/autohandler/Auth:14) . The rt siteconfig is set to debug and still I'm seeing nothing. --Bernard. -------------- next part -------------- An HTML attachment was scrubbed... URL: From bmccormack at nextjump.com Wed Mar 2 05:38:02 2011 From: bmccormack at nextjump.com (Bernard McCormack) Date: Wed, 2 Mar 2011 05:38:02 -0500 Subject: [rt-users] BCC emails on Comment In-Reply-To: <01f601cbd8bc$b846a580$28d3f080$@com> References: <01f601cbd8bc$b846a580$28d3f080$@com> Message-ID: <2437DA37D3AF87429F50B1FBE01C973C04849001@MASERVER1.nextjump.com> What are your other scips? This shouldn't notify your queue cc's. From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Gregory Okoth Sent: Wednesday, March 02, 2011 4:32 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] BCC emails on Comment Hi RT Community, I need a clarification with regards to BCC emails. I am using RT 3.8.8 on CentOS 5.5, mysql, postfix When adding comments on tickets and using the Update Ticket button, it sends to those on CC for the queue under which the ticket belongs to, as well as the Originator, as BCC mail. I want only Administrative CC [or better still, the Owner] to receive email on this updated ticket. Those in CC for a particular queue are in other departments [read external], and these emails go to them in BCC. Want to stop this. Do I change using templates or Scrips. If its on Scrips, I changed On Comment Notify Other Recipeints to below, but its still not working. Please help Regards, Gregory -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image001.jpg Type: image/jpeg Size: 19525 bytes Desc: image001.jpg URL: From cloos at netcologne.de Wed Mar 2 06:56:26 2011 From: cloos at netcologne.de (Christian Loos) Date: Wed, 2 Mar 2011 12:56:26 +0100 Subject: [rt-users] RT-Shredder directory In-Reply-To: References: Message-ID: <4D6E306A.10803@netcologne.de> The directory isn't created by the install script, so you have to create it manually. I opened already a bug for this nearly a year ago: http://issues.bestpractical.com/Ticket/Display.html?id=14640&user=guest&pass=guest -Chris Am 02.03.2011 05:00, schrieb Thomas Smith: > I'm working with a recent upgrade from 3.6.6. to 3.8.8. > > When looking at the now included RT-Shredder utility, I got this error > when I first attempted to access it: > > "Shredder needs a directory to write dumps to. Please check that you > have /opt/rt3/var/data/RT-Shredder and it is writable by your web server." > > I simply had to create the directory structure beneath /opt/rt3/var for > it to work. > > Just wondering if I missed something during the install that prevented > this directory from being created or if this is a bug that I should report. > > ~ Tom From ruz at bestpractical.com Wed Mar 2 06:56:59 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Wed, 2 Mar 2011 14:56:59 +0300 Subject: [rt-users] Comments get posted twice due to Jumbo interface In-Reply-To: <20110224152009.GG95513@jibsheet.com> References: <4D6660CF.1050601@eve-team.com> <20110224152009.GG95513@jibsheet.com> Message-ID: Hi, Fixed on 4.0/clean_jumbo_message_box. Not sure where it ends up. It's been this way for ages. On Thu, Feb 24, 2011 at 6:20 PM, Kevin Falcone wrote: > On Thu, Feb 24, 2011 at 02:44:47PM +0100, Gerard FENELON wrote: >> ? ?Hi >> >> ? ?one of my user reported the following issue : >> >> ?When I make changes to an RT using "Jumbo", >> ?then after I hit save changes the Jumbo page is presented again. >> ?This is okay. >> >> ?The problem is that the comment field is not cleared. >> ?So if I make some unrelated change and forget to clear the comments myself, >> ?they will get reposted. >> >> ? ?I am able to reproduce it and before diving into the code, >> ? ?I would like to know whether it is a known issue, hopefully with a known solution ? >> ? ?Or is there something wrong in my config (we are using 3.8.8) ? > > If you can confirm this on 3.8.9, please file a bug in the bugtracker. > > -kevin > -- Best regards, Ruslan. From Raed.El-Hames at daisygroupplc.com Wed Mar 2 07:10:41 2011 From: Raed.El-Hames at daisygroupplc.com (Raed El-Hames) Date: Wed, 2 Mar 2011 12:10:41 +0000 Subject: [rt-users] Strange bug in Update.html -- maybe cookie related Message-ID: <892593C9CA8E25458C440A63DDC6774D0C761B@DG-HEXMBX02.daisy.group> Hi: RT-3.8.7 Mysql,Apache2, mod_perl v2.000004; HTML::Mason v1.39; When updating 2 tickets (tickets 1,2 as an example) at the same time, using 1 browser and 2 tabs: If I upload files A and B into ticket 1, and while waiting for the file upload to complete I decide to update ticket 2, the second file (file B) is attached to the second ticket (ticket 2), and when I then go back to ticket 1 and click on Update Ticket, only file A is attached ... This is strange one and I have always struggled in how to debug the cookie and session handling within RT, so I am hoping someone out there can help me with this problem, where to start looking? I have tested this on firefox (from windows xp and a linux desktops) and also in Internet explorer 8 Any help will truly be appreciated, the consequences of this bug can be very embarrassing. Regards; Roy From yan at seiner.com Wed Mar 2 08:38:50 2011 From: yan at seiner.com (Yan Seiner) Date: Wed, 02 Mar 2011 05:38:50 -0800 Subject: [rt-users] Weird results in search In-Reply-To: References: Message-ID: <4D6E486A.4000902@seiner.com> Yan Seiner wrote: > I set up a learning/demo site using RT 3.6.7 some time ago. I've been > playing with it, showing it to people and using it as a test site to see > if it will work for the various applications that come up. > > Today I found something weird - the search result for tickets returns a > bogus URL. When you click on a ticket returned as a search you get: > > http://ticket/Display.html?id=4 > > Notice the 'ticket' instead of the installation domain name. > > This is the only place where it doesn't properly reference the URL; > everything else works. I can't see where in the config this is singled > out. > > Some more checking... It only does this for users with admin privileges... Any idea on how to fix? -- 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 electronics are Taiwanese. My rifle is Czech. My shoes are Chinese. My math is Arabic, my writing Latin. And you complain that your neighbor is Mexican? From Raed.El-Hames at daisygroupplc.com Wed Mar 2 09:04:26 2011 From: Raed.El-Hames at daisygroupplc.com (Raed El-Hames) Date: Wed, 2 Mar 2011 14:04:26 +0000 Subject: [rt-users] Weird results in search In-Reply-To: <4D6E486A.4000902@seiner.com> References: <4D6E486A.4000902@seiner.com> Message-ID: <892593C9CA8E25458C440A63DDC6774D0C76F2@DG-HEXMBX02.daisy.group> Yan: I do get this when I have changed the organisation name (re branding etc), where every user that have saved his search options will get the old url in their searches and the new one. Have you had this system installed/set up under a difference url? Do the users who get this , have had search options saved? You can find this out from the database where select * from Attributes where name = 'Pref-SearchDisplay'; and look in users for the ObjectIds you get. Regards; Roy > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- > bounces at lists.bestpractical.com] On Behalf Of Yan Seiner > Sent: 02 March 2011 13:39 > To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Weird results in search > > Yan Seiner wrote: > > I set up a learning/demo site using RT 3.6.7 some time ago. I've been > > playing with it, showing it to people and using it as a test site to see > > if it will work for the various applications that come up. > > > > Today I found something weird - the search result for tickets returns a > > bogus URL. When you click on a ticket returned as a search you get: > > > > http://ticket/Display.html?id=4 > > > > Notice the 'ticket' instead of the installation domain name. > > > > This is the only place where it doesn't properly reference the URL; > > everything else works. I can't see where in the config this is singled > > out. > > > > > Some more checking... It only does this for users with admin > privileges... Any idea on how to fix? > > -- > 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 > electronics are Taiwanese. My rifle is Czech. My shoes are Chinese. My > math is Arabic, my writing Latin. And you complain that your neighbor is > Mexican? From clkao at bestpractical.com Wed Mar 2 10:19:25 2011 From: clkao at bestpractical.com (Chia-liang Kao) Date: Wed, 2 Mar 2011 23:19:25 +0800 Subject: [rt-users] Testing 4.0.0rc5 - experiences upgrading from 3.6.4 on RHEL6 In-Reply-To: <5118C048-1D75-48B0-BF99-2DFF3FC1D86F@dazza.org> References: <8F442C89-423E-464A-8C72-04990FBD7895@dazza.org> <20110219024513.GE24982@bestpractical.com> <094FB4CE-10A0-496F-BFFE-CE6F277790AD@DAZZA.ORG> <20110222183107.GC2102@bestpractical.com> <99F6418F-34D6-4DE9-90F2-819280C4E015@dazza.org> <932E8E86-7DDA-4FB0-91A9-27BAD81C8429@dazza.org> <5118C048-1D75-48B0-BF99-2DFF3FC1D86F@dazza.org> Message-ID: Darren, > > On Feb 24, 2011, at 7:04 PM, Darren Nickerson wrote: >> >> That FD is a network connection to our database server: >> >> [root at rt4 Plack-0.9970]# ls -l /proc/30310/fd/1 >> lrwx------. 1 root root 64 Feb 24 17:44 /proc/30310/fd/1 -> socket: >> [281592] >> [root at rt4 Plack-0.9970]# netstat -antep | grep 281592 >> tcp 0 5 10.0.12.149:49410 >> 10.0.11.100:3306 ESTABLISHED 48 281592 30310/ >> httpd >> >> The database server has no record of that tcp connection any >> longer, and mysqladmin processlist shows all threads sleeping. > > *bump* any thoughts on this? > > Should I be looking outiside of RT for a fix for this? Is this more > likely to be a kernel/networking problem in RHEL6 or with mod_perl > or the MySQL DBD/DBI stuff? Looks like RT is using persistent > database connections, but that when the lockup occurs it's usually > because apache is waiting to get data back from a MySQL socket that > no longer exists on the database server ... It seems the issue is with apache2 and plack. i can reproduce the stalled connection (however not always) with the plack-req.psgi example from the plack dist, with apache 2.2.16 on ubuntu maverick. however it's a bit different from yours. strace says: close(0) = 0 read(5, 0x7fffff1f67af, 1) = -1 EAGAIN (Resource temporarily unavailable) accept(4, {sa_family=AF_INET, sin_port=htons(64924), sin_addr=inet_addr("114.44.215.78")}, [16]) = 0 fcntl(0, F_GETFD) = 0 fcntl(0, F_SETFD, FD_CLOEXEC) = 0 getsockname(0, {sa_family=AF_INET, sin_port=htons(6254), sin_addr=inet_addr("10.130.158.43")}, [16]) = 0 fcntl(0, F_GETFL) = 0x2 (flags O_RDWR) fcntl(0, F_SETFL, O_RDWR|O_NONBLOCK) = 0 read(0, 0x7f8e98b0bf58, 8000) = -1 EAGAIN (Resource temporarily unavailable) poll([{fd=0, events=POLLIN}], 1, 300000 Cheers, CLK -------------- next part -------------- An HTML attachment was scrubbed... URL: From yan at seiner.com Wed Mar 2 10:57:38 2011 From: yan at seiner.com (Yan Seiner) Date: Wed, 2 Mar 2011 07:57:38 -0800 (PST) Subject: [rt-users] Weird results in search In-Reply-To: <892593C9CA8E25458C440A63DDC6774D0C76F2@DG-HEXMBX02.daisy.group> References: <4D6E486A.4000902@seiner.com> <892593C9CA8E25458C440A63DDC6774D0C76F2@DG-HEXMBX02.daisy.group> Message-ID: <19173fa777ac5397b76643123665b3d5.squirrel@mail.seiner.com> OK< thanks. I think the database is hosed; this has been a demo/testbed for a couple of years and it's probably just corrupted. There's no valuable information in the db, so I'll probably just delete the whole installation and start over. :-) --Yan On Wed, March 2, 2011 6:04 am, Raed El-Hames wrote: > Yan: > > I do get this when I have changed the organisation name (re branding etc), > where every user that have saved his search options will get the old url > in their searches and the new one. > Have you had this system installed/set up under a difference url? > Do the users who get this , have had search options saved? You can find > this out from the database where > select * from Attributes where name = 'Pref-SearchDisplay'; > and look in users for the ObjectIds you get. -- If you have eight hours to chop down a tree spend six sharpening your axe. --Abraham Lincoln From yan at seiner.com Wed Mar 2 10:57:38 2011 From: yan at seiner.com (Yan Seiner) Date: Wed, 2 Mar 2011 07:57:38 -0800 (PST) Subject: [rt-users] Weird results in search In-Reply-To: <892593C9CA8E25458C440A63DDC6774D0C76F2@DG-HEXMBX02.daisy.group> References: <4D6E486A.4000902@seiner.com> <892593C9CA8E25458C440A63DDC6774D0C76F2@DG-HEXMBX02.daisy.group> Message-ID: <478d736352b5d03e6961b6cfe28f8a11.squirrel@mail.seiner.com> OK< thanks. I think the database is hosed; this has been a demo/testbed for a couple of years and it's probably just corrupted. There's no valuable information in the db, so I'll probably just delete the whole installation and start over. :-) --Yan On Wed, March 2, 2011 6:04 am, Raed El-Hames wrote: > Yan: > > I do get this when I have changed the organisation name (re branding etc), > where every user that have saved his search options will get the old url > in their searches and the new one. > Have you had this system installed/set up under a difference url? > Do the users who get this , have had search options saved? You can find > this out from the database where > select * from Attributes where name = 'Pref-SearchDisplay'; > and look in users for the ObjectIds you get. -- If you have eight hours to chop down a tree spend six sharpening your axe. --Abraham Lincoln From betovaz at gmail.com Wed Mar 2 11:06:38 2011 From: betovaz at gmail.com (Alberto Vazquez) Date: Wed, 2 Mar 2011 08:06:38 -0800 Subject: [rt-users] Duplicate Emails - On Create and On Resolve Message-ID: Greetings! I've created a separate queue in our existing RT system, scrips and templates. It all appears to be working well, except that when a user send an email to the specific queue, such users receives duplicate email notifications: one, from the original queue (helpdesk) and the other, from the new one (facilities). The same thing happens when the request is closed. Can you please point me on the right direction, to which file I need to modify and add some kind of exception? Thanks a bunch. -- Walk in faith! Alberto Vazquez-Dzul Email: betovaz at gmail.com Mobile: (805) 444-0835 GVoice: (805) 768-4798 -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Wed Mar 2 11:57:15 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Wed, 2 Mar 2011 19:57:15 +0300 Subject: [rt-users] Duplicate Emails - On Create and On Resolve In-Reply-To: References: Message-ID: Why did you create scrips? Have you read the following? http://requesttracker.wikia.com/wiki/Template#What_if_I_want_to_override_a_global_template_for_one_of_my_queues.3F Probably now you have global notification scrips and queue specific scrips. RT still runs global and users get two emails. On Wed, Mar 2, 2011 at 7:06 PM, Alberto Vazquez wrote: > Greetings! > > I've created a separate queue in our existing RT system, scrips and > templates.? It all appears to be working well, except that when a user send > an email to the specific queue, such users receives duplicate email > notifications:?one, from the original queue (helpdesk) and the other, from > the new one (facilities).? The same thing happens when the request is > closed. > > Can you please point me on the right direction, to which file I need to > modify and add some kind of exception? > > Thanks a bunch. > > -- > Walk in faith! > Alberto Vazquez-Dzul > Email:? betovaz at gmail.com > Mobile:? (805) 444-0835 > GVoice: (805) 768-4798 > -- Best regards, Ruslan. From ruz at bestpractical.com Wed Mar 2 11:59:46 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Wed, 2 Mar 2011 19:59:46 +0300 Subject: [rt-users] Weird results in search In-Reply-To: <19173fa777ac5397b76643123665b3d5.squirrel@mail.seiner.com> References: <4D6E486A.4000902@seiner.com> <892593C9CA8E25458C440A63DDC6774D0C76F2@DG-HEXMBX02.daisy.group> <19173fa777ac5397b76643123665b3d5.squirrel@mail.seiner.com> Message-ID: Hi, It's also possible that some of Web* options in the config are not set correctly, however neither exaplain difference for users with different privileges. On Wed, Mar 2, 2011 at 6:57 PM, Yan Seiner wrote: > OK< thanks. ?I think the database is hosed; this has been a demo/testbed > for a couple of years and it's probably just corrupted. ?There's no > valuable information in the db, so I'll probably just delete the whole > installation and start over. > > :-) > > --Yan > > On Wed, March 2, 2011 6:04 am, Raed El-Hames wrote: >> Yan: >> >> I do get this when I have changed the organisation name (re branding etc), >> where every user that have saved his search options will get the old url >> in their searches and the new one. >> Have you had this system installed/set up under a difference url? >> Do the users who get this , have had search options saved? You can find >> this out from the database where >> select * from Attributes where name = 'Pref-SearchDisplay'; >> and look in users for the ObjectIds you get. > > -- > If you have eight hours to chop down a tree > spend six sharpening your axe. > --Abraham Lincoln > > > > -- Best regards, Ruslan. From gsollazz at sgul.ac.uk Wed Mar 2 12:00:22 2011 From: gsollazz at sgul.ac.uk (Giuseppe Sollazzo) Date: Wed, 02 Mar 2011 17:00:22 +0000 Subject: [rt-users] RTx::EmailCompletion adding name/other fields to pop down display In-Reply-To: <20110225164540.GR95513@jibsheet.com> References: <4D678FAE.3020505@sgul.ac.uk> <20110225141927.GM9375@aart.is.rice.edu> <20110225152813.GQ95513@jibsheet.com> <4D67DACC.2090507@sgul.ac.uk> <20110225164540.GR95513@jibsheet.com> Message-ID: <4D6E77A6.5030702@sgul.ac.uk> Hi Kevin, hi all. After a couple of tries I've realised that despite maybe not being the most elegant way of doing it, this can be done by modifying /opt/rt3/local/plugins/RTx-EmailCompletion/lib/RTx/EmailCompletion/Ldap.pm. However I seem to have a "strange" issue. One step at a time. Where it does my @emails = map { $_->get_attribute( $RT::EmailCompletionLdapAttrShow ) } $mesg->entries; which of course gives for granted $RT::EmailCompletionLdapAttrShow to be constituted of one element only, replace with something like my @emails = (); foreach $entry ($mesg->entries) { my $outstring = ''; foreach $attribute ($RT::EmailCompletionLdapAttrShow) { $outstring=$outstring . $entry->get_attribute($attribute); } @emails{$_} = $outstring; } which basically creates the same output, but after concatenating the result of all the attributes. So, for example, rather than having a map constituted by only e-mail addresses, it will be e-mail addresses + name. Now, this should work but I have a preliminary problem. You will remember that the search and show variables are configured in RT_SiteConfig.pm. In my case: Set($EmailCompletionLdapAttrSearch, [qw/mail cn/]); Set($EmailCompletionLdapAttrShow, [qw/mail cn/]); I've verified that albeit the search being executed over "mail" and "cn", the "show" is ignored. As a debug, I've added file logging to /opt/rt3/local/plugins/RTx-EmailCompletion/lib/RTx/EmailCompletion.pm. To my understanding, this is the primary "hook" in RT for EmailCompletion, and it's the one that calls Ldap.pm->search_ldap. Guess what? If I put a debug print (Dumper) in EmailCompletion.pm to show the content of the two variables, I get: This is the dump of EmailCompletionLdapAttrShow = 'cn'; This is the dump of EmailCompletionLdapAttrSearch = [ 'mail', 'cn' ]; Do you know why does it happen? I'm assuming I've overlooked something... but can't tell what. Thanks, Giuseppe PS: Of course, I've tried different variable names and numbers, and it's always the very first in EmailCompletionLdapAttrShow that gets picked, which rules out a default value (that would be 'mail', anyway). On 25/02/11 16:45, Kevin Falcone wrote: > On Fri, Feb 25, 2011 at 04:37:32PM +0000, Giuseppe Sollazzo wrote: >> On 25/02/11 15:28, Kevin Falcone wrote: >>> It shouldn't actually require any JS hacking (or didn't when I last >>> overrode this extension to do it). >>> >> Hi Kevin, >> thanks - I'll give it a look. >> >>> You have to hack search in the .pm to return extra data about the user >>> and the EmailCompletion mason template to print it out. >>> >>> Be aware that RT considers some data to be sensitive (such as phone >>> numbers) so it'll refuse to show it unless you mark it as accessible. >> Uhm... how do you mean "mark"? > Check the methods in User/User_Overlay named *Accessible to get an > idea, there should be docs there and in DBIx::SearchBuilder about what > is going on. You'll need a LocalAccessible to declare some fields > 'non admin'. > >>> In 4.0, this becomes 'write a custom ShowUser option' which isn't >>> as flexible as I'd like it to be, but is a step forward. >> I'll check it out - however we'll stay for 3.8 for a while I guess, >> but I'll start getting documentation about how to migrate. -- ____________________________________ 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 -------------- next part -------------- An HTML attachment was scrubbed... URL: From Todd.Ramsey at hctra.org Wed Mar 2 12:15:39 2011 From: Todd.Ramsey at hctra.org (Ramsey, Todd (HCTRA)) Date: Wed, 2 Mar 2011 11:15:39 -0600 Subject: [rt-users] Automatic ticket generation Message-ID: <02AED64596FEA04B8B5D8960B33FAF491C9BEF64@Exc50dp.hctra.pri> Hello, I have looked through the documentation, but cannot seem to find any data on whether RT is equipped to create tickets from messages sent by servers. I have machines that generate problem messages with various fields of info that are pipe\delimited and would like to send those to a directory on a server and have RT check those messages and create tickets with email/page alerts (if the rules are set for this). Can someone point me to any specific area of the documentation where it lays out how to set this up, if it is even possible? Thank you. Todd Ramsey -------------- next part -------------- An HTML attachment was scrubbed... URL: From theitsmith at gmail.com Wed Mar 2 12:21:07 2011 From: theitsmith at gmail.com (Thomas Smith) Date: Wed, 2 Mar 2011 10:21:07 -0700 Subject: [rt-users] Calculations on custom field values In-Reply-To: <3910724513.20110301184406@case.edu> References: <3910724513.20110301184406@case.edu> Message-ID: I am interested in this as well as my company is in a similar situation--this capability would determine whether or not we used RT for tracking information that requires these types of calculations. Can anyone offer a hint as to whether or not this is possible to do? Even if it's a custom extension? We may be interesting in paying for someone to write that? On Tue, Mar 1, 2011 at 4:44 PM, Daniel Farst wrote: > I have a couple of things I'd like to do with RT and haven't been able to find any clear answers how to do it, or if it's even possible. Can anyone point me in the right direction? We'd like to do some simple calculations on values stored in a custom fields and on values from those custom fields in tickets returned from a saved search. > > Some background info: We use a queue in RT 3.8.8 to keep track of upcoming orders we need to place with a ticket for each order. Those tickets have custom fields tracking several values including order cost, what we're charging for the order, order status, tracking numbers, etc.. > > I'm pretty sure I can accomplish this first part using scrips on a ticket update, but would like confirmation. I'd like to have certain values in a custom field calculated and updated when a different custom field value is changed. i.e. I update the order total and the field holding what we're charging for the order is automatically recalculated and updated as well. > > The second part I'm not sure about. I'd like to be able to have RT give me the result of a calculation of the values in a custom field for the tickets returned by a saved search (e.g. average value of the cost of orders from user 'abc', sum of the cost of orders where custom field Order_Status = Shipped, etc.). Is this doable by RT? Is there an extension that does this that I would need to install? > > Thanks! > > -- > Daniel Farst > IT Support Coordinator > College of Arts and Sciences > Case Western Reserve University > > daniel.farst at case.edu > > Public key on keyserver.pgp.com -- Thomas Smith Cell: 602-882-2917 From simon.gao at schrodinger.com Wed Mar 2 13:17:39 2011 From: simon.gao at schrodinger.com (Simon Gao) Date: Wed, 2 Mar 2011 10:17:39 -0800 Subject: [rt-users] Prevent CC address from adding to notification list Message-ID: Hi, Is there a way to prevent email addresses on CC list from being added to RT notification list? Simon -------------- next part -------------- An HTML attachment was scrubbed... URL: From lstewart at superb.net Wed Mar 2 13:19:46 2011 From: lstewart at superb.net (Landon Stewart) Date: Wed, 2 Mar 2011 10:19:46 -0800 Subject: [rt-users] Prevent CC address from adding to notification list In-Reply-To: References: Message-ID: Hi Simon, In RT_SiteConfig.pm: Set($ParseNewMessageForTicketCcs , 0); On Wed, Mar 2, 2011 at 10:17 AM, Simon Gao wrote: > Hi, > > Is there a way to prevent email addresses on CC list from being added to RT > notification list? > > Simon > -- Landon Stewart SuperbHosting.Net by Superb Internet Corp. Toll Free (US/Canada): 888-354-6128 x 4199 Direct: 206-438-5879 Web hosting and more "Ahead of the Rest": http://www.superbhosting.net -------------- next part -------------- An HTML attachment was scrubbed... URL: From simon.gao at schrodinger.com Wed Mar 2 13:24:33 2011 From: simon.gao at schrodinger.com (Simon Gao) Date: Wed, 2 Mar 2011 10:24:33 -0800 Subject: [rt-users] Prevent CC address from adding to notification list In-Reply-To: References: Message-ID: Thanks. What about just for one queue, not applied to all other queues? Simon On Wed, Mar 2, 2011 at 10:19 AM, Landon Stewart wrote: > Hi Simon, > > In RT_SiteConfig.pm: > > Set($ParseNewMessageForTicketCcs , 0); > > > On Wed, Mar 2, 2011 at 10:17 AM, Simon Gao wrote: > >> Hi, >> >> Is there a way to prevent email addresses on CC list from being added to >> RT notification list? >> >> Simon >> > > > > -- > Landon Stewart > SuperbHosting.Net by Superb Internet Corp. > Toll Free (US/Canada): 888-354-6128 x 4199 > Direct: 206-438-5879 > Web hosting and more "Ahead of the Rest": http://www.superbhosting.net > -------------- next part -------------- An HTML attachment was scrubbed... URL: From lstewart at superb.net Wed Mar 2 13:43:31 2011 From: lstewart at superb.net (Landon Stewart) Date: Wed, 2 Mar 2011 10:43:31 -0800 Subject: [rt-users] Prevent CC address from adding to notification list In-Reply-To: References: Message-ID: Hey Simon, I think you just have to modify the Scrip with the action "Notify Requestors and Ccs" and set it to "Notify Requestors" instead. RT -> Configuration -> Queues -> -> Scrips The ones I'd check out from the defaults are "On Create Notify AdminCcs" and "On Correspond Notify Requestors and Ccs with template Correspondence". On Wed, Mar 2, 2011 at 10:24 AM, Simon Gao wrote: > Thanks. What about just for one queue, not applied to all other queues? > > Simon > > > On Wed, Mar 2, 2011 at 10:19 AM, Landon Stewart wrote: > >> Hi Simon, >> >> In RT_SiteConfig.pm: >> >> Set($ParseNewMessageForTicketCcs , 0); >> >> >> On Wed, Mar 2, 2011 at 10:17 AM, Simon Gao wrote: >> >>> Hi, >>> >>> Is there a way to prevent email addresses on CC list from being added to >>> RT notification list? >>> >>> Simon >>> >> >> >> >> -- >> Landon Stewart >> SuperbHosting.Net by Superb Internet Corp. >> Toll Free (US/Canada): 888-354-6128 x 4199 >> Direct: 206-438-5879 >> Web hosting and more "Ahead of the Rest": http://www.superbhosting.net >> > > -- Landon Stewart SuperbHosting.Net by Superb Internet Corp. Toll Free (US/Canada): 888-354-6128 x 4199 Direct: 206-438-5879 Web hosting and more "Ahead of the Rest": http://www.superbhosting.net -------------- next part -------------- An HTML attachment was scrubbed... URL: From trs at bestpractical.com Wed Mar 2 13:51:14 2011 From: trs at bestpractical.com (Thomas Sibley) Date: Wed, 02 Mar 2011 13:51:14 -0500 Subject: [rt-users] Automatic ticket generation In-Reply-To: <02AED64596FEA04B8B5D8960B33FAF491C9BEF64@Exc50dp.hctra.pri> References: <02AED64596FEA04B8B5D8960B33FAF491C9BEF64@Exc50dp.hctra.pri> Message-ID: <4D6E91A2.4090409@bestpractical.com> You can have your servers (or something else) send email into RT just fine. To parse the incoming message, you can do it in a scrip or with something like RT-Extension-ExtractCustomFieldValues. Thomas On 02 Mar 2011 12:15, Ramsey, Todd (HCTRA) wrote: > Hello, > > > > I have looked through the documentation, but cannot seem to find any > data on whether RT is equipped to create tickets from messages sent by > servers. I have machines that generate problem messages with various > fields of info that are pipe\delimited and would like to send those to a > directory on a server and have RT check those messages and create > tickets with email/page alerts (if the rules are set for this). Can > someone point me to any specific area of the documentation where it lays > out how to set this up, if it is even possible? Thank you. > > > > > > > > Todd Ramsey > From ruz at bestpractical.com Wed Mar 2 14:15:56 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Wed, 2 Mar 2011 22:15:56 +0300 Subject: [rt-users] Checking group membership and change queue In-Reply-To: <33C091680BC6DA44ABE96A62412DB01CD17D0E@SYD35EX01.ap.corp.yr.com> References: <33C091680BC6DA44ABE96A62412DB01CD17D0E@SYD35EX01.ap.corp.yr.com> Message-ID: Hi, As I understand you want to put tickets into a queue depending on requestor's information and have only one email address for users to use. You need a queue where all tickets are created by email then transfered to another queue. Use a scrip to transfer tickets. On Tue, Mar 1, 2011 at 1:01 AM, Sadler, Anthony wrote: > Hi all: > > > > (First post. Yay!) > > > > I?ve tried mucking around with examples to try and get this to work (even > things specifically designed for this) and can?t get it to work for the life > of me. > > > > We have RT setup with LDAP imports. Each LDAP import ties to a specific OU > and files people in a specific group. So all the users in OU 1 get put in an > RT group called ?1?. When said users email RT, I want the email to go into a > single queue and be picked up by a scrip. This scrip looks at the > requestor?s email address and files it in one of several queues based on > their group membership. So when people from OU 1 email, it gets placed in OU > 1?s queue and the admins responsible for OU1 go and sort it out. > > > > Basically what I want is a queue for each OU in Active Directory. > > > > I don?t want to do this using multiple email addresses because users will > simply not obey and emails will go left right and centre. > > > > Can someone explain roughly how to do this, or point me to any examples that > show how to do this? The ones on the forums I?ve tried and have failed, but > how much of it is because I have no idea what I?m doing with scrips?. > > > > Thanks > > > > Anthony > > > > -- Best regards, Ruslan. From todd at chaka.net Wed Mar 2 15:20:08 2011 From: todd at chaka.net (Todd Chapman) Date: Wed, 2 Mar 2011 15:20:08 -0500 Subject: [rt-users] Calculations on custom field values In-Reply-To: <3910724513.20110301184406@case.edu> References: <3910724513.20110301184406@case.edu> Message-ID: Daniel, It is certainly possible to write a scrip that updates custom field values when other custom fields,or core RT fields change. It is also possible to have columns that are calculated on the fly as search results are returned, though it takes a bit more work because RT does not have callbacks in all the right places to make this simple, but it is doable. If however you are looking to do calculations across multiple tickets, RT's search interface and search results display are not really conducive to that type of reporting. -Todd On Tue, Mar 1, 2011 at 6:44 PM, Daniel Farst wrote: > I have a couple of things I'd like to do with RT and haven't been able to find any clear answers how to do it, or if it's even possible. Can anyone point me in the right direction? We'd like to do some simple calculations on values stored in a custom fields and on values from those custom fields in tickets returned from a saved search. > > Some background info: We use a queue in RT 3.8.8 to keep track of upcoming orders we need to place with a ticket for each order. Those tickets have custom fields tracking several values including order cost, what we're charging for the order, order status, tracking numbers, etc.. > > I'm pretty sure I can accomplish this first part using scrips on a ticket update, but would like confirmation. I'd like to have certain values in a custom field calculated and updated when a different custom field value is changed. i.e. I update the order total and the field holding what we're charging for the order is automatically recalculated and updated as well. > > The second part I'm not sure about. I'd like to be able to have RT give me the result of a calculation of the values in a custom field for the tickets returned by a saved search (e.g. average value of the cost of orders from user 'abc', sum of the cost of orders where custom field Order_Status = Shipped, etc.). Is this doable by RT? Is there an extension that does this that I would need to install? > > Thanks! > > -- > Daniel Farst > IT Support Coordinator > College of Arts and Sciences > Case Western Reserve University > > daniel.farst at case.edu > > Public key on keyserver.pgp.com From kfcrocker at lbl.gov Wed Mar 2 15:58:32 2011 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Wed, 2 Mar 2011 12:58:32 -0800 Subject: [rt-users] Calculations on custom field values In-Reply-To: References: <3910724513.20110301184406@case.edu> Message-ID: Daniel, We DO this! We have over a hundred Queues that are used for Application support in many, many scientific applications as well as the regular AP, AR, GL, etc. Each Queue has a manager and they ALL have a variety of Searches that provide them with such things as Time Estimated, Time Worked (for tickets as well as projects (parent/Child), as well as charts based on CF values. They wanted totals on some of these field from those Searches. What we did was download the search results (we ONLY use the Concise Spreadsheet extension as our download option - required a change to the html page) to Excel, then copy the data (only - no headings) from that excel spreadsheet and paste tha data into an excel template set up just for that report. Excel templates can be set up to not only automatically format the data into properly formatted columns, but automatically sort up to 4 fields, color code different values in specific columns AND automatically execute Macros (like total Time Worked) on the values in specific columns. VIOLA! A report with all the data (headings, footers, repeated headings, sorted rows, etc.) as well as totals on values, etc. the SAME LOOK, the SAME WAY each time we run the search. This is exactly what Excel was designed for. After that, it's just a matter of learning how to use Excel for our specific needs. Anyway, that's just how we do it. Kenn LBNL On Wed, Mar 2, 2011 at 12:20 PM, Todd Chapman wrote: > Daniel, > > It is certainly possible to write a scrip that updates custom field > values when other custom fields,or core RT fields change. > It is also possible to have columns that are calculated on the fly as > search results are returned, though it takes a bit more work because > RT does not have callbacks in all the right places to make this > simple, but it is doable. > > If however you are looking to do calculations across multiple tickets, > RT's search interface and search results display are not really > conducive to that type of reporting. > > -Todd > > On Tue, Mar 1, 2011 at 6:44 PM, Daniel Farst > wrote: > > I have a couple of things I'd like to do with RT and haven't been able to > find any clear answers how to do it, or if it's even possible. Can anyone > point me in the right direction? We'd like to do some simple calculations on > values stored in a custom fields and on values from those custom fields in > tickets returned from a saved search. > > > > Some background info: We use a queue in RT 3.8.8 to keep track of > upcoming orders we need to place with a ticket for each order. Those tickets > have custom fields tracking several values including order cost, what we're > charging for the order, order status, tracking numbers, etc.. > > > > I'm pretty sure I can accomplish this first part using scrips on a ticket > update, but would like confirmation. I'd like to have certain values in a > custom field calculated and updated when a different custom field value is > changed. i.e. I update the order total and the field holding what we're > charging for the order is automatically recalculated and updated as well. > > > > The second part I'm not sure about. I'd like to be able to have RT give > me the result of a calculation of the values in a custom field for the > tickets returned by a saved search (e.g. average value of the cost of orders > from user 'abc', sum of the cost of orders where custom field Order_Status = > Shipped, etc.). Is this doable by RT? Is there an extension that does this > that I would need to install? > > > > Thanks! > > > > -- > > Daniel Farst > > IT Support Coordinator > > College of Arts and Sciences > > Case Western Reserve University > > > > daniel.farst at case.edu > > > > Public key on keyserver.pgp.com > -------------- next part -------------- An HTML attachment was scrubbed... URL: From kfcrocker at lbl.gov Wed Mar 2 16:23:03 2011 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Wed, 2 Mar 2011 13:23:03 -0800 Subject: [rt-users] Strange bug in Update.html -- maybe cookie related In-Reply-To: <892593C9CA8E25458C440A63DDC6774D0C761B@DG-HEXMBX02.daisy.group> References: <892593C9CA8E25458C440A63DDC6774D0C761B@DG-HEXMBX02.daisy.group> Message-ID: Raed, Maybe it's cache related and you can set the RT_SiteConfig.pm to reload cache for each session/ticket? Just a shot in the dark here. Kenn LBNL On Wed, Mar 2, 2011 at 4:10 AM, Raed El-Hames < Raed.El-Hames at daisygroupplc.com> wrote: > Hi: > > RT-3.8.7 > Mysql,Apache2, mod_perl v2.000004; HTML::Mason v1.39; > > > When updating 2 tickets (tickets 1,2 as an example) at the same time, using > 1 browser and 2 tabs: > If I upload files A and B into ticket 1, and while waiting for the file > upload to complete I decide to update ticket 2, the second file (file B) is > attached to the second ticket (ticket 2), and when I then go back to ticket > 1 and click on Update Ticket, only file A is attached ... > > This is strange one and I have always struggled in how to debug the cookie > and session handling within RT, so I am hoping someone out there can help me > with this problem, where to start looking? > > I have tested this on firefox (from windows xp and a linux desktops) and > also in Internet explorer 8 > > Any help will truly be appreciated, the consequences of this bug can be > very embarrassing. > > Regards; > Roy > -------------- next part -------------- An HTML attachment was scrubbed... URL: From kfcrocker at lbl.gov Wed Mar 2 16:32:44 2011 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Wed, 2 Mar 2011 13:32:44 -0800 Subject: [rt-users] Custom field creation In-Reply-To: <2437DA37D3AF87429F50B1FBE01C973C04849000@MASERVER1.nextjump.com> References: <2437DA37D3AF87429F50B1FBE01C973C04849000@MASERVER1.nextjump.com> Message-ID: Bernard, A couple of questions: 1) is this a GLOBAL CF? If not, it needs to be "Applied" to the Queues where it should reside. 2) Did you grant rights for this CF by Group or by Queue? It makes a difference. I can create all the Global or Queue-level CF's I want, but if I don't grant the rights to "see" it, no one will. The same applies for modifying the CF. Also, I would NEVER modify the Custom Field Tables (there are 4 of them) manually unless you make sure you keep them "insync". That also includes the ACL table which maintains the rights to see & modify & admin these Custom Fields. You could easily create a situation that will be bvery messy to correct. Kenn LBNL On Wed, Mar 2, 2011 at 2:20 AM, Bernard McCormack wrote: > I?m creating a new user custom field in rt 3.8.8 and I?m not seeing in the > ui till I manually update table `rt3`.`ObjectCustomFields` with the > values(in seeing in the ui I mean on the ticket /ui It does appear on the > edit custom fields page under config). This is only occurring on my > production db. When I point my dev box at the production db I see the same > issue. I have given the user admin access to the db and it is still > failing. Nothing is in the rt logs other than debug messages from External > auth: > > [Wed Mar 2 10:13:28 2011] [debug]: 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/Callbacks/ExternalAuth/autohandler/Auth:14) > > > > > > . The rt siteconfig is set to debug and still I?m seeing nothing. > > > > --Bernard. > -------------- next part -------------- An HTML attachment was scrubbed... URL: From yan at seiner.com Wed Mar 2 16:43:30 2011 From: yan at seiner.com (Yan Seiner) Date: Wed, 2 Mar 2011 13:43:30 -0800 (PST) Subject: [rt-users] JS Gantt extension Message-ID: I've been trying to get the JS Gantt extension working, and so far no joy. I'm assuming it's supposed to show up somewhere on the dashboard. It doesn't. I've installed it per the README, it's all in the right place (or at least in the correct directory substructure) but no Gantt chart. How do I get this working? I'm using 3.8.9. Thanks --Yan -- If you have eight hours to chop down a tree spend six sharpening your axe. --Abraham Lincoln From trs at bestpractical.com Wed Mar 2 17:20:51 2011 From: trs at bestpractical.com (Thomas Sibley) Date: Wed, 02 Mar 2011 17:20:51 -0500 Subject: [rt-users] JS Gantt extension In-Reply-To: References: Message-ID: <4D6EC2C3.8020705@bestpractical.com> You should be looking for a Gantt link at the top of search results or in the ticket Links box. Thomas On 02 Mar 2011 16:43, Yan Seiner wrote: > I've been trying to get the JS Gantt extension working, and so far no joy. > > I'm assuming it's supposed to show up somewhere on the dashboard. It > doesn't. > > I've installed it per the README, it's all in the right place (or at least > in the correct directory substructure) but no Gantt chart. > > How do I get this working? I'm using 3.8.9. > > Thanks > > --Yan > From falcone at bestpractical.com Wed Mar 2 17:27:14 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 2 Mar 2011 17:27:14 -0500 Subject: [rt-users] Strange bug in Update.html -- maybe cookie related In-Reply-To: <892593C9CA8E25458C440A63DDC6774D0C761B@DG-HEXMBX02.daisy.group> References: <892593C9CA8E25458C440A63DDC6774D0C761B@DG-HEXMBX02.daisy.group> Message-ID: <20110302222714.GW95513@jibsheet.com> On Wed, Mar 02, 2011 at 12:10:41PM +0000, Raed El-Hames wrote: > Hi: > > RT-3.8.7 > Mysql,Apache2, mod_perl v2.000004; HTML::Mason v1.39; > > > When updating 2 tickets (tickets 1,2 as an example) at the same time, using 1 browser and 2 tabs: > If I upload files A and B into ticket 1, and while waiting for the file upload to complete I decide to update ticket 2, the second file (file B) is attached to the second ticket (ticket 2), and when I then go back to ticket 1 and click on Update Ticket, only file A is attached ... > > This is strange one and I have always struggled in how to debug the cookie and session handling within RT, so I am hoping someone out there can help me with this problem, where to start looking? Attachments are tied to your session I believe ruz pushed a branch with a proposed fix, but nothing has been merged and is likely to be a 4.2 fix since it is a large change. It may be 4.2/web-attachs-processing -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Wed Mar 2 17:28:08 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 2 Mar 2011 17:28:08 -0500 Subject: [rt-users] Custom field creation In-Reply-To: <2437DA37D3AF87429F50B1FBE01C973C04849000@MASERVER1.nextjump.com> References: <2437DA37D3AF87429F50B1FBE01C973C04849000@MASERVER1.nextjump.com> Message-ID: <20110302222808.GX95513@jibsheet.com> On Wed, Mar 02, 2011 at 05:20:17AM -0500, Bernard McCormack wrote: > I'm creating a new user custom field in rt 3.8.8 and I'm not seeing in the ui till I manually > update table `rt3`.`ObjectCustomFields` with the values(in seeing in the ui I mean on the > ticket /ui It does appear on the edit custom fields page under config). This is only > occurring on my production db. When I point my dev box at the production db I see the same > issue. I have given the user admin access to the db and it is still failing. Nothing is in > the rt logs other than debug messages from External auth: A User custom field can be applied from Configuration -> Global -> Custom Fields -> Users after which it will show up on Configuration -> Users -> pick a user in a Custom Fields box -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From daniel.farst at case.edu Wed Mar 2 17:35:32 2011 From: daniel.farst at case.edu (Daniel Farst) Date: Wed, 2 Mar 2011 17:35:32 -0500 Subject: [rt-users] Calculations on custom field values In-Reply-To: References: <3910724513.20110301184406@case.edu> Message-ID: <846673909.20110302173527@case.edu> Kenneth, Thanks for the suggestion and I'll look to see if this might be workable on our end, but I was rather hoping that there might be someway to do this all within RT, automatically, to be able to say display on a dashboard or saved search the total cost of all the orders or the average cost per order, etc. I was actually a little surprised that this capability wasn't already there since we can do graphs and pie charts of this. I wonder if that's something that can be extended. Or even if this should be a feature request for the next version of RT. I don't know much about Perl or if the charting functionality in RT is even extensible but maybe a fake "chart" can be built that would be displayed in the dropdown with Bar & Pie that would just do those calculations.. - Dan -- Daniel Farst IT Support Coordinator College of Arts and Sciences Case Western Reserve University daniel.farst at case.edu Public key on keyserver.pgp.com ---------------------------------- Wednesday, March 2, 2011, 3:58:32 PM, Kenneth Crocker wrote: ---------------------------------- > Daniel, > We DO this! We have over a hundred Queues that are used for > Application support in many, many scientific applications as well as > the regular AP, AR, GL, etc. Each Queue has a manager and they ALL > have a variety of Searches that provide them with such things as > Time Estimated, Time Worked (for tickets as well as projects > (parent/Child), as well as charts based on CF values. They wanted > totals on some of these field from those Searches. > What we did was download the search results (we ONLY use the > Concise Spreadsheet extension as our download option - required a > change to the html page) to Excel, then copy the data (only - no > headings) from that excel spreadsheet and paste tha data into an > excel template set up just for that report. Excel templates can be > set up to not only automatically format the data into properly > formatted columns, but automatically sort up to 4 fields, color code > different values in specific columns AND automatically execute > Macros (like total Time Worked) on the values in specific columns. > VIOLA! A report with all the data (headings, footers, repeated > headings, sorted rows, etc.) as well as totals on values, etc. the > SAME LOOK, the SAME WAY each time we run the search. > This is exactly what Excel was designed for. After that, it's just > a matter of learning how to use Excel for our specific needs. > Anyway, that's just how we do it. > Kenn > LBNL > On Wed, Mar 2, 2011 at 12:20 PM, Todd Chapman wrote: > Daniel, > It is certainly possible to write a scrip that updates custom field > values when other custom fields,or core RT fields change. > It is also possible to have columns that are calculated on the fly as > search results are returned, though it takes a bit more work because > RT does not have callbacks in all the right places to make this > simple, but it is doable. > If however you are looking to do calculations across multiple tickets, > RT's search interface and search results display are not really > conducive to that type of reporting. > -Todd > On Tue, Mar 1, 2011 at 6:44 PM, Daniel Farst wrote: >> I have a couple of things I'd like to do with RT and haven't been able to find any clear answers how to do it, or if it's even possible. Can anyone point me in the right direction? We'd like to do some simple calculations on values stored in a custom fields and on values from those custom fields in tickets returned from a saved search. >> >> Some background info: We use a queue in RT 3.8.8 to keep track of upcoming orders we need to place with a ticket for each order. Those tickets have custom fields tracking several values including order cost, what we're charging for the order, order status, tracking numbers, etc.. >> >> I'm pretty sure I can accomplish this first part using scrips on a ticket update, but would like confirmation. I'd like to have certain values in a custom field calculated and updated when a different custom field value is changed. i.e. I update the order total and the field holding what we're charging for the order is automatically recalculated and updated as well. >> >> The second part I'm not sure about. I'd like to be able to have RT give me the result of a calculation of the values in a custom field for the tickets returned by a saved search (e.g. average value of the cost of orders from user 'abc', sum of the cost of orders where custom field Order_Status = Shipped, etc.). Is this doable by RT? Is there an extension that does this that I would need to install? >> >> Thanks! >> >> -- >> Daniel Farst >> IT Support Coordinator >> College of Arts and Sciences >> Case Western Reserve University >> >> daniel.farst at case.edu >> >> Public key on keyserver.pgp.com -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 192 bytes Desc: not available URL: From yan at seiner.com Wed Mar 2 17:57:55 2011 From: yan at seiner.com (Yan Seiner) Date: Wed, 2 Mar 2011 14:57:55 -0800 (PST) Subject: [rt-users] JS Gantt extension In-Reply-To: <4D6EC2C3.8020705@bestpractical.com> References: <4D6EC2C3.8020705@bestpractical.com> Message-ID: On Wed, March 2, 2011 2:20 pm, Thomas Sibley wrote: > You should be looking for a Gantt link at the top of search results or > in the ticket Links box. And there it is! Thanks! --Yan -- If you have eight hours to chop down a tree spend six sharpening your axe. --Abraham Lincoln From mike.coakley at gmail.com Wed Mar 2 18:58:01 2011 From: mike.coakley at gmail.com (Michael Coakley) Date: Wed, 2 Mar 2011 18:58:01 -0500 Subject: [rt-users] Calculations on custom field values In-Reply-To: <846673909.20110302173527@case.edu> References: <3910724513.20110301184406@case.edu> <846673909.20110302173527@case.edu> Message-ID: <690B422A-7672-48EB-BA66-650DA8BF0B41@gmail.com> I do things like this similar to how Kenneth described but I use a ODBC connection directly to the database and use Excel Pivot tables to build reports. Very flexible and gives you data mining tools right out of the box. While it isn't built into RT it is in a place where data analysis is easily done, Excel. I definitely don't see that as a bad thing. RT is an amazingly flexible tool for tracking all sorts of transactionable workflows. The mere fact that this list is full of questions about how to do this and that shows how flexible RT is. Also consider you can publish an Excel PivotTable to a SharePoint site and it will update in real-time (or close to it) and you have a very powerful executive dashboard. Mike Sent from my iPhone On Mar 2, 2011, at 5:35 PM, Daniel Farst wrote: > Kenneth, > > Thanks for the suggestion and I'll look to see if this might be workable on our end, but I was rather hoping that there might be someway to do this all within RT, automatically, to be able to say display on a dashboard or saved search the total cost of all the orders or the average cost per order, etc. > > I was actually a little surprised that this capability wasn't already there since we can do graphs and pie charts of this. I wonder if that's something that can be extended. Or even if this should be a feature request for the next version of RT. > > I don't know much about Perl or if the charting functionality in RT is even extensible but maybe a fake "chart" can be built that would be displayed in the dropdown with Bar & Pie that would just do those calculations.. > > - Dan > > -- > Daniel Farst > IT Support Coordinator > College of Arts and Sciences > Case Western Reserve University > > daniel.farst at case.edu > > Public key on keyserver.pgp.com > ---------------------------------- > Wednesday, March 2, 2011, 3:58:32 PM, Kenneth Crocker wrote: > ---------------------------------- >> Daniel, > >> We DO this! We have over a hundred Queues that are used for >> Application support in many, many scientific applications as well as >> the regular AP, AR, GL, etc. Each Queue has a manager and they ALL >> have a variety of Searches that provide them with such things as >> Time Estimated, Time Worked (for tickets as well as projects >> (parent/Child), as well as charts based on CF values. They wanted >> totals on some of these field from those Searches. > >> What we did was download the search results (we ONLY use the >> Concise Spreadsheet extension as our download option - required a >> change to the html page) to Excel, then copy the data (only - no >> headings) from that excel spreadsheet and paste tha data into an >> excel template set up just for that report. Excel templates can be >> set up to not only automatically format the data into properly >> formatted columns, but automatically sort up to 4 fields, color code >> different values in specific columns AND automatically execute >> Macros (like total Time Worked) on the values in specific columns. >> VIOLA! A report with all the data (headings, footers, repeated >> headings, sorted rows, etc.) as well as totals on values, etc. the >> SAME LOOK, the SAME WAY each time we run the search. > >> This is exactly what Excel was designed for. After that, it's just >> a matter of learning how to use Excel for our specific needs. > >> Anyway, that's just how we do it. > >> Kenn >> LBNL > >> On Wed, Mar 2, 2011 at 12:20 PM, Todd Chapman wrote: >> Daniel, > >> It is certainly possible to write a scrip that updates custom field >> values when other custom fields,or core RT fields change. >> It is also possible to have columns that are calculated on the fly as >> search results are returned, though it takes a bit more work because >> RT does not have callbacks in all the right places to make this >> simple, but it is doable. > >> If however you are looking to do calculations across multiple tickets, >> RT's search interface and search results display are not really >> conducive to that type of reporting. > >> -Todd > >> On Tue, Mar 1, 2011 at 6:44 PM, Daniel Farst wrote: > >>> I have a couple of things I'd like to do with RT and haven't been able to find any clear answers how to do it, or if it's even possible. Can anyone point me in the right direction? We'd like to do some simple calculations on values stored in a custom fields and on values from those custom fields in tickets returned from a saved search. >>> >>> Some background info: We use a queue in RT 3.8.8 to keep track of upcoming orders we need to place with a ticket for each order. Those tickets have custom fields tracking several values including order cost, what we're charging for the order, order status, tracking numbers, etc.. >>> >>> I'm pretty sure I can accomplish this first part using scrips on a ticket update, but would like confirmation. I'd like to have certain values in a custom field calculated and updated when a different custom field value is changed. i.e. I update the order total and the field holding what we're charging for the order is automatically recalculated and updated as well. >>> >>> The second part I'm not sure about. I'd like to be able to have RT give me the result of a calculation of the values in a custom field for the tickets returned by a saved search (e.g. average value of the cost of orders from user 'abc', sum of the cost of orders where custom field Order_Status = Shipped, etc.). Is this doable by RT? Is there an extension that does this that I would need to install? >>> >>> Thanks! >>> >>> -- >>> Daniel Farst >>> IT Support Coordinator >>> College of Arts and Sciences >>> Case Western Reserve University >>> >>> daniel.farst at case.edu >>> >>> Public key on keyserver.pgp.com From howie at thingy.com Wed Mar 2 19:21:01 2011 From: howie at thingy.com (Howard Jones) Date: Thu, 03 Mar 2011 00:21:01 +0000 Subject: [rt-users] Automatic ticket generation In-Reply-To: <4D6E91A2.4090409@bestpractical.com> References: <02AED64596FEA04B8B5D8960B33FAF491C9BEF64@Exc50dp.hctra.pri> <4D6E91A2.4090409@bestpractical.com> Message-ID: <4D6EDEED.7030606@thingy.com> On 02/03/2011 18:51, Thomas Sibley wrote: > You can have your servers (or something else) send email into RT just > fine. To parse the incoming message, you can do it in a scrip or with > something like RT-Extension-ExtractCustomFieldValues. Also, if your other servers are capable of using it, check out the RT::Client::REST module, which can log in as a user and perform quite a few actions. E.g. we use it to pull in automated fault updates (which come as a zipped Excel sheet with a list of current faults) from our supplier, strip out the bits we care about, then update the related internal tickets with the info for each as a comment. From jledford at biltmore.com Wed Mar 2 21:23:01 2011 From: jledford at biltmore.com (Jason Ledford) Date: Wed, 2 Mar 2011 21:23:01 -0500 Subject: [rt-users] Login Error and External Auth problem Message-ID: <435CB3214F92FD4E8E5CEEB86A20440240FB261439@MAILBOX.tbcnet.biltmore.com> I am running Debian Lenny, 64b server, 3.8.9 RT and everything seemed to install fine. I noticed this error after trying to get external auth working. "We opened /dev/null to protect FD #1, but descriptor #1 is already occupied at /opt/rt3/bin/webmux.pl line 78. (/opt/rt3/bin/webmux.pl:78)" I get that error on every failed login. I have since removed my external auth settings to try and resolve it and can't get it to go away. I can login with root just fine. My second problem (if the above is a non-issue or can be resolved) is getting external auth loaded. It didn't seem to load. I installed it via cpan, changed my settings in /opt/rt3/local/plugins/RT-Authen-ExternalAuth/etc/RT_SiteConfig.pm. I then added a require line in /opt/rt3/etc/RT_SiteConfig.pm, along with adding it to the set plugin line. Restarted apache and I can login as root and look at the config and it shows the plugin loaded, it doesn't seem to be called though. A failed login doesn't mention anything about calling it or being a failed ldap login. I run tcpdump alongside and it isn't querying my ldap server at all. Help is appreciated. Here is my RT_SiteConfig.pm, let me know if you need anything else: Set( $rtname, 'server.name.com'); Set($Organization, 'name.com'); Set($CorrespondAddress , 'esworkorder at name.com'); Set($CommentAddress , 'escomment at name.com'); Set($Timezone, "EST"); # obviously choose what suits you Set($DatabaseUser , 'rt123'); Set($DatabasePassword , 'rt123'); Set($DatabaseName , 'cdc124asv_rt123'); # Ensure this is set to rt3! Set($DatabaseHost, 'mysql.name.com'); Set($WebPath , "/rt"); Set($WebBaseURL , "http://server.name.com"); require "/opt/rt3/local/plugins/RT-Authen-ExternalAuth/etc/RT_SiteConfig.pm"; Set(@Plugins, (qw(RT::Extension::MobileUI RT::Extension::LDAPImport RT::Authen::ExternalAuth))); #Set(@Plugins,(qw(Extension::QuickDelete RT::FM))); Set($LDAPHost,'dc.name.com'); Set($LDAPUser, 'ldapuser); Set($LDAPPassword, 'ldappass'); Set($LDAPBase, 'OU=departments,dc=domain,dc=name,dc=com'); Set($LDAPFilter, '(&(objectClass=user)(objectClass=*))'); Set($LDAPMapping, {Name => 'sAMAccountName', EmailAddress => 'mail', RealName => 'cn', MobilePhone => 'mobile', WorkPhone => 'telephoneNumber', Organization => 'department', FreeformContactInfo => 'title'}); Set($LDAPUpdateUsers,1); 1; -------------- next part -------------- An HTML attachment was scrubbed... URL: From JoopvandeWege at mococo.nl Thu Mar 3 02:55:25 2011 From: JoopvandeWege at mococo.nl (Joop) Date: Thu, 03 Mar 2011 08:55:25 +0100 Subject: [rt-users] Calculations on custom field values In-Reply-To: <3910724513.20110301184406@case.edu> References: <3910724513.20110301184406@case.edu> Message-ID: <4D6F496D.3070409@mococo.nl> Daniel Farst wrote: > I have a couple of things I'd like to do with RT and haven't been able to find any clear answers how to do it, or if it's even possible. Can anyone point me in the right direction? We'd like to do some simple calculations on values stored in a custom fields and on values from those custom fields in tickets returned from a saved search. > > Some background info: We use a queue in RT 3.8.8 to keep track of upcoming orders we need to place with a ticket for each order. Those tickets have custom fields tracking several values including order cost, what we're charging for the order, order status, tracking numbers, etc.. I do something like this and also as other already pointed out, it can be done within RT but not as flexible as in Excel for example. I have an asset (using AssetTracker) that has 3 CFs for counting how many hours support a party has and uses. Further I have a script which is triggered for each transaction and looks at a ticket CF to see if it needs to recalculated the used hours. Through the clever use of Queue and Asset names it gets to the right asset CFs and updates them. Things that are still to be done are for example: send a mail (ticket) when there is only 10% left or better use a CF to hold when to send the mail. Could be different per client. Regards, Joop From fireskyer at gmx.de Thu Mar 3 03:07:22 2011 From: fireskyer at gmx.de (john s.) Date: Thu, 3 Mar 2011 00:07:22 -0800 (PST) Subject: [rt-users] Comprehension Question about LDAP and SSO In-Reply-To: <31013357.post@talk.nabble.com> References: <30995959.post@talk.nabble.com> <201102231604.37670.mbrown@fensystems.co.uk> <31001291.post@talk.nabble.com> <201102241033.23237.mbrown@fensystems.co.uk> <201102251408.54272.mbrown@fensystems.co.uk> <31013357.post@talk.nabble.com> Message-ID: <31056833.post@talk.nabble.com> Good morning all I have on more Question in Relation to Authentification with Kerberos I would like to use an windows 2008 server with AD, and an Web Application ( RT) on a linux sever with Apache and Kerberos Module system. And the Kerberos Stuff is handeld by the Win2008 AD... So .. so far so good. But it is possible to make an Authentification with the AD Login Names from the Whole Network, not only the Kerberos Login Account? For Example if i go through an log file i would like to see that a certain user from the network has logged in on the apache server and not only the kerberos account should be appeard in the log file. is this possible?? best regards john john s. wrote: > > > mcb30 wrote: >> >> On Friday 25 Feb 2011 13:41:29 john s. wrote: >>> Hm... sounds good and important >>> >>> But what I just don't see. >>> >>> How is the relationship between ldap and kerberos or ntlm? >>> >>> In the Wiki Directory there is is an How to which describes the >>> implemantation from LDAP into RT >>> >>> http://requesttracker.wikia.com/wiki/LdapSiteConfigSettingsForActiveDirecto >>> ry >>> >>> http://requesttracker.wikia.com/wiki/LdapSiteConfigSettingsForActiveDirect >>> ory >>> >>> so if i do this below... >>> >>> should i need keberos or ntlm configs anymore?? >>> >>> sorry i dont get it >> >> As far as authentication goes: LDAP gives you the ability to log in to RT >> using the same username and password that you would use for logging in to >> Active Directory. Kerberos gives you the ability to be transparently >> authenticated to RT without having to re-enter your username and >> password. >> >> Michael >> >> > > > Okay now i got it :) > > > Edit: once again ..sorry > . is it possible to integrate kerberos directly in rt or can the > authentification process only handled by apache or another webserver ? > > thnnx michael > > > ----- best regards john -- View this message in context: http://old.nabble.com/Comprehension-Question-about-LDAP-and-SSO-tp30995959p31056833.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From fireskyer at gmx.de Thu Mar 3 04:09:31 2011 From: fireskyer at gmx.de (john s.) Date: Thu, 3 Mar 2011 01:09:31 -0800 (PST) Subject: [rt-users] Deactivate User Nobody Message-ID: <31057111.post@talk.nabble.com> Hello all, Is it possibe to deactivate the user nobody without any Disadvantages for the whole system? or is it a recipe for an proximate event? best regards john ----- best regards john -- View this message in context: http://old.nabble.com/Deactivate-User-Nobody-tp31057111p31057111.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From ruz at bestpractical.com Thu Mar 3 04:53:18 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Thu, 3 Mar 2011 12:53:18 +0300 Subject: [rt-users] Strange bug in Update.html -- maybe cookie related In-Reply-To: <20110302222714.GW95513@jibsheet.com> References: <892593C9CA8E25458C440A63DDC6774D0C761B@DG-HEXMBX02.daisy.group> <20110302222714.GW95513@jibsheet.com> Message-ID: On Thu, Mar 3, 2011 at 1:27 AM, Kevin Falcone wrote: > On Wed, Mar 02, 2011 at 12:10:41PM +0000, Raed El-Hames wrote: >> Hi: >> >> RT-3.8.7 >> Mysql,Apache2, mod_perl v2.000004; HTML::Mason v1.39; >> >> >> When updating 2 tickets (tickets 1,2 as an example) at the same time, using 1 browser and 2 tabs: >> If I upload files A and B into ticket 1, and while waiting for the file upload to complete I decide to update ticket 2, the second file (file B) is attached to the second ticket (ticket 2), and when I then go back to ticket 1 and click on Update Ticket, only file A is attached ... >> >> This is strange one and I have always struggled in how to debug the cookie and session handling within RT, so I am hoping someone out there can help me with this problem, where to start looking? > > Attachments are tied to your session > I believe ruz pushed a branch with a proposed fix, but nothing has > been merged and is likely to be a 4.2 fix since it is a large change. > It may be 4.2/web-attachs-processing Yep, that's right. Working on tests right now. > -kevin -- Best regards, Ruslan. From karmi.simonov at panayainc.com Thu Mar 3 05:37:43 2011 From: karmi.simonov at panayainc.com (Karmi Simonov) Date: Thu, 3 Mar 2011 10:37:43 +0000 Subject: [rt-users] Replying to requestors by default Message-ID: <39B8AA6764A1054785D198B5E554CDE931CC78@XEXMBX01.services.local> Hello all, I'm looking for a way to configuring the Resolve page and set Update type to "Reply to requestors" instead of "Comments (Not sent to requestors)" by default. I'm running RT 3.8.2. Any ideas? Thanks. Karmi Simonov | System Administrator | Panaya - Making ERP Easy phone: +972.9.7618000 ext: 148 | fax: +972.9.7467901 | email: karmi.simonov at panayainc.com | www.panayainc.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From Raed.El-Hames at daisygroupplc.com Thu Mar 3 05:57:44 2011 From: Raed.El-Hames at daisygroupplc.com (Raed El-Hames) Date: Thu, 3 Mar 2011 10:57:44 +0000 Subject: [rt-users] Strange bug in Update.html -- maybe cookie related In-Reply-To: References: <892593C9CA8E25458C440A63DDC6774D0C761B@DG-HEXMBX02.daisy.group> <20110302222714.GW95513@jibsheet.com> Message-ID: <892593C9CA8E25458C440A63DDC6774D0C82AD@DG-HEXMBX02.daisy.group> OK Thanks Ruz. Ist possible you give me some pointers where to look for so I can patch my 3.8.7, the next upgrade for me is in ~ 6 months time, so anything that can help me avoid this from happening for now will be useful, just knowing which modules/pages to start with will be good. Thanks; Roy > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- > bounces at lists.bestpractical.com] On Behalf Of Ruslan Zakirov > Sent: 03 March 2011 09:53 > To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Strange bug in Update.html -- maybe cookie related > > On Thu, Mar 3, 2011 at 1:27 AM, Kevin Falcone > wrote: > > On Wed, Mar 02, 2011 at 12:10:41PM +0000, Raed El-Hames wrote: > >> Hi: > >> > >> RT-3.8.7 > >> Mysql,Apache2, mod_perl v2.000004; HTML::Mason v1.39; > >> > >> > >> When updating 2 tickets (tickets 1,2 as an example) at the same time, > using 1 browser and 2 tabs: > >> If I upload files A and B into ticket 1, and while waiting for the file > upload to complete I decide to update ticket 2, the second file (file B) > is attached to the second ticket (ticket 2), and when I then go back to > ticket 1 and click on Update Ticket, only file A is attached ... > >> > >> This is strange one and I have always struggled in how to debug the > cookie and session handling within RT, so I am hoping someone out there > can help me with this problem, where to start looking? > > > > Attachments are tied to your session > > I believe ruz pushed a branch with a proposed fix, but nothing has > > been merged and is likely to be a 4.2 fix since it is a large change. > > It may be 4.2/web-attachs-processing > > Yep, that's right. Working on tests right now. > > > -kevin > > > > > -- > Best regards, Ruslan. From mbrown at fensystems.co.uk Thu Mar 3 06:09:28 2011 From: mbrown at fensystems.co.uk (Michael Brown) Date: Thu, 3 Mar 2011 11:09:28 +0000 Subject: [rt-users] Comprehension Question about LDAP and SSO In-Reply-To: <31056833.post@talk.nabble.com> References: <30995959.post@talk.nabble.com> <31013357.post@talk.nabble.com> <31056833.post@talk.nabble.com> Message-ID: <201103031109.28388.mbrown@fensystems.co.uk> On Thursday 03 Mar 2011 08:07:22 john s. wrote: > I have on more Question in Relation to Authentification with Kerberos > > I would like to use an windows 2008 server with AD, and an Web Application > ( RT) on a linux sever with Apache and Kerberos Module system. > > And the Kerberos Stuff is handeld by the Win2008 AD... > > So .. so far so good. But it is possible to make an Authentification with > the AD Login Names from the Whole Network, not only the Kerberos Login > Account? > > For Example if i go through an log file i would like to see that a certain > user from the network has logged in on the apache server and not only the > kerberos account should be appeard in the log file. > > is this possible?? Not sure what you're asking. The Kerberos user account *is* the Active Directory user account. If you log in to the AD domain "ad.example.com" as user "johns", then when you connect to a properly-configured Apache server it will authenticate you as the Kerberos principal "johns at AD.EXAMPLE.COM". This string "johns at AD.EXAMPLE.COM" is what will show up as the "remote user" in Apache logs (assuming that your LogFormat includes a "%u"). Michael From ruz at bestpractical.com Thu Mar 3 06:15:27 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Thu, 3 Mar 2011 14:15:27 +0300 Subject: [rt-users] Strange bug in Update.html -- maybe cookie related In-Reply-To: <892593C9CA8E25458C440A63DDC6774D0C82AD@DG-HEXMBX02.daisy.group> References: <892593C9CA8E25458C440A63DDC6774D0C761B@DG-HEXMBX02.daisy.group> <20110302222714.GW95513@jibsheet.com> <892593C9CA8E25458C440A63DDC6774D0C82AD@DG-HEXMBX02.daisy.group> Message-ID: On Thu, Mar 3, 2011 at 1:57 PM, Raed El-Hames wrote: > OK Thanks Ruz. > Ist possible you give me some pointers where to look for so I can patch my 3.8.7, ?the next upgrade for me is in ~ 6 months time, so anything that can help me avoid this from happening for now will be useful, just knowing which modules/pages to start with will be good. It's not going to be easy, but you do something like that: git clone rt cd rt git co 4.2/web-attachs-processing git co -b tmp git rebase -i rt-3.8.7 pick all commits from the branch and may be some earlier in addition to lower number of conflicts. Then you resolve conflicts, I'm pretty sure there will be conflicts. Run tests. git diff rt-3.8.7 > RT-3.8.7-isolate_attachments_from_different_actions.patch Something like that. > > Thanks; > Roy >> -----Original Message----- >> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- >> bounces at lists.bestpractical.com] On Behalf Of Ruslan Zakirov >> Sent: 03 March 2011 09:53 >> To: rt-users at lists.bestpractical.com >> Subject: Re: [rt-users] Strange bug in Update.html -- maybe cookie related >> >> On Thu, Mar 3, 2011 at 1:27 AM, Kevin Falcone >> wrote: >> > On Wed, Mar 02, 2011 at 12:10:41PM +0000, Raed El-Hames wrote: >> >> Hi: >> >> >> >> RT-3.8.7 >> >> Mysql,Apache2, mod_perl v2.000004; HTML::Mason v1.39; >> >> >> >> >> >> When updating 2 tickets (tickets 1,2 as an example) at the same time, >> using 1 browser and 2 tabs: >> >> If I upload files A and B into ticket 1, and while waiting for the file >> upload to complete I decide to update ticket 2, the second file (file B) >> is attached to the second ticket (ticket 2), and when I then go back to >> ticket 1 and click on Update Ticket, only file A is attached ... >> >> >> >> This is strange one and I have always struggled in how to debug the >> cookie and session handling within RT, so I am hoping someone out there >> can help me with this problem, where to start looking? >> > >> > Attachments are tied to your session >> > I believe ruz pushed a branch with a proposed fix, but nothing has >> > been merged and is likely to be a 4.2 fix since it is a large change. >> > It may be 4.2/web-attachs-processing >> >> Yep, that's right. Working on tests right now. >> >> > -kevin >> >> >> >> >> -- >> Best regards, Ruslan. > -- Best regards, Ruslan. From stosic.matthew at gmail.com Thu Mar 3 06:21:25 2011 From: stosic.matthew at gmail.com (Matt Stosic) Date: Thu, 3 Mar 2011 22:21:25 +1100 Subject: [rt-users] iCal Time Zone Issues Message-ID: Hi, I'm trying to subscribe to a Request Tracker iCal feed, but when I do, many things show up on the calendar the day before they are due, rather than on the day they are due. I opened up the .ics file with a text editor and noticed that the DTEND and DTSTART are set to the wrong date (ie the day before). I have set RT's timezone to Australia/Sydney, and have tried setting my personal timezone in "About Me" to various different things but it hasn't helped. When I view the date section of the ticket in RT, the date shows up correctly (Thu Mar 03 10:30:00 2011) but the DTEND and DTSTART in the ics file show up as DTEND;VALUE=DATE:20110302 Any tips on what I can do to get this to work? I am using RT 3.8.8 and trying to subscribe to the calendar in Apple iCal (although I think the problem is with the ics file itself, not the iCal app) Thanks, Matt Stosic -------------- next part -------------- An HTML attachment was scrubbed... URL: From gsollazz at sgul.ac.uk Thu Mar 3 06:26:37 2011 From: gsollazz at sgul.ac.uk (Giuseppe Sollazzo) Date: Thu, 03 Mar 2011 11:26:37 +0000 Subject: [rt-users] solved - RTx::EmailCompletion adding name/other fields to pop down display In-Reply-To: <4D6E77A6.5030702@sgul.ac.uk> References: <4D678FAE.3020505@sgul.ac.uk> <20110225141927.GM9375@aart.is.rice.edu> <20110225152813.GQ95513@jibsheet.com> <4D67DACC.2090507@sgul.ac.uk> <20110225164540.GR95513@jibsheet.com> <4D6E77A6.5030702@sgul.ac.uk> Message-ID: <4D6F7AED.9090405@sgul.ac.uk> Hi all, I'm sure there's a more elegant way to do this, but I'm not a Perl programmer so what I managed to do is the following, in case anyone is interested: 1) In ./etc/RT_SiteConfig.pm set up EmailCompletionLdapAttrShow as a list rather than a single value Set($EmailCompletionLdapAttrShow, [qw/cn mail/]); 2) In ./local/plugins/RTx-EmailCompletion/html/SelfService/Ajax/EmailCompletion comment out the line that picks only the first value from $EmailCompletionLdapAttrShow so that the whole array is passed # $RT::EmailCompletionLdapAttrShow = $RT::EmailCompletionLdapAttrShow->[0] if ref($RT::EmailCompletionLdapAttrShow) eq "ARRAY"; 3) In ./local/plugins/RTx-EmailCompletion/lib/RTx/EmailCompletion/Ldap.pm modify the call that gets the attribute value from ldap in order to obtain multiple values. That is, from: my @emails = map { $_->get_attribute( $RT::EmailCompletionLdapAttrShow ) } $mesg->entries; to something like (pardon my horrible Perl :P) my @atts = map { "$_" } @{ $RT::EmailCompletionLdapAttrShow }; my @emails = (); foreach $entry ($mesg->entries) { $outstring=''; foreach $attribute (@atts) { $outstring= $outstring . " - " . $entry->get_attribute($attribute)->[0]; #or pass it to a formatting function } push(@emails, $outstring); } Any comment or questions are welcome! Best regards, Giuseppe On 02/03/11 17:00, Giuseppe Sollazzo wrote: > Hi Kevin, hi all. > > After a couple of tries I've realised that despite maybe not being the > most elegant way of doing it, this can be done by modifying > /opt/rt3/local/plugins/RTx-EmailCompletion/lib/RTx/EmailCompletion/Ldap.pm. > However I seem to have a "strange" issue. > > > One step at a time. Where it does > my @emails = map { $_->get_attribute( > $RT::EmailCompletionLdapAttrShow ) } $mesg->entries; > which of course gives for granted $RT::EmailCompletionLdapAttrShow to > be constituted of one element only, > > replace with something like > my @emails = (); > foreach $entry ($mesg->entries) { > my $outstring = ''; > foreach $attribute ($RT::EmailCompletionLdapAttrShow) { > $outstring=$outstring . $entry->get_attribute($attribute); > } > @emails{$_} = $outstring; > } > which basically creates the same output, but after concatenating the > result of all the attributes. So, for example, rather than having a > map constituted by only e-mail addresses, it will be e-mail addresses > + name. > > Now, this should work but I have a preliminary problem. > > You will remember that the search and show variables are configured in > RT_SiteConfig.pm. In my case: > Set($EmailCompletionLdapAttrSearch, [qw/mail cn/]); > Set($EmailCompletionLdapAttrShow, [qw/mail cn/]); > > I've verified that albeit the search being executed over "mail" and > "cn", the "show" is ignored. As a debug, I've added file logging to > /opt/rt3/local/plugins/RTx-EmailCompletion/lib/RTx/EmailCompletion.pm. > To my understanding, this is the primary "hook" in RT for > EmailCompletion, and it's the one that calls Ldap.pm->search_ldap. > > Guess what? If I put a debug print (Dumper) in EmailCompletion.pm to > show the content of the two variables, I get: > This is the dump of EmailCompletionLdapAttrShow = 'cn'; > > This is the dump of EmailCompletionLdapAttrSearch = [ > 'mail', > 'cn' > ]; > > Do you know why does it happen? I'm assuming I've overlooked > something... but can't tell what. > > Thanks, > Giuseppe > > PS: Of course, I've tried different variable names and numbers, and > it's always the very first in EmailCompletionLdapAttrShow that gets > picked, which rules out a default value (that would be 'mail', anyway). > > On 25/02/11 16:45, Kevin Falcone wrote: >> On Fri, Feb 25, 2011 at 04:37:32PM +0000, Giuseppe Sollazzo wrote: >>> On 25/02/11 15:28, Kevin Falcone wrote: >>>> It shouldn't actually require any JS hacking (or didn't when I last >>>> overrode this extension to do it). >>>> >>> Hi Kevin, >>> thanks - I'll give it a look. >>> >>>> You have to hack search in the .pm to return extra data about the user >>>> and the EmailCompletion mason template to print it out. >>>> >>>> Be aware that RT considers some data to be sensitive (such as phone >>>> numbers) so it'll refuse to show it unless you mark it as accessible. >>> Uhm... how do you mean "mark"? >> Check the methods in User/User_Overlay named *Accessible to get an >> idea, there should be docs there and in DBIx::SearchBuilder about what >> is going on. You'll need a LocalAccessible to declare some fields >> 'non admin'. >> >>>> In 4.0, this becomes 'write a custom ShowUser option' which isn't >>>> as flexible as I'd like it to be, but is a step forward. >>> I'll check it out - however we'll stay for 3.8 for a while I guess, >>> but I'll start getting documentation about how to migrate. > > > -- > ____________________________________ > > 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 > -- ____________________________________ 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 -------------- next part -------------- An HTML attachment was scrubbed... URL: From fireskyer at gmx.de Thu Mar 3 07:04:07 2011 From: fireskyer at gmx.de (john s.) Date: Thu, 3 Mar 2011 04:04:07 -0800 (PST) Subject: [rt-users] Comprehension Question about LDAP and SSO In-Reply-To: <201103031109.28388.mbrown@fensystems.co.uk> References: <30995959.post@talk.nabble.com> <201102231604.37670.mbrown@fensystems.co.uk> <31001291.post@talk.nabble.com> <201102241033.23237.mbrown@fensystems.co.uk> <201102251408.54272.mbrown@fensystems.co.uk> <31013357.post@talk.nabble.com> <31056833.post@talk.nabble.com> <201103031109.28388.mbrown@fensystems.co.uk> Message-ID: <31058175.post@talk.nabble.com> And if i use another name like martin from the database the kerberos prinicipal changes also martin at .... so it is possible to know which user from the AD is logged in or out into the application which is authentificated with kerberos. is that right? best regards john mcb30 wrote: > > On Thursday 03 Mar 2011 08:07:22 john s. wrote: >> I have on more Question in Relation to Authentification with Kerberos >> >> I would like to use an windows 2008 server with AD, and an Web >> Application >> ( RT) on a linux sever with Apache and Kerberos Module system. >> >> And the Kerberos Stuff is handeld by the Win2008 AD... >> >> So .. so far so good. But it is possible to make an Authentification >> with >> the AD Login Names from the Whole Network, not only the Kerberos Login >> Account? >> >> For Example if i go through an log file i would like to see that a >> certain >> user from the network has logged in on the apache server and not only the >> kerberos account should be appeard in the log file. >> >> is this possible?? > > Not sure what you're asking. The Kerberos user account *is* the Active > Directory user account. If you log in to the AD domain "ad.example.com" > as > user "johns", then when you connect to a properly-configured Apache server > it > will authenticate you as the Kerberos principal "johns at AD.EXAMPLE.COM". > > This string "johns at AD.EXAMPLE.COM" is what will show up as the "remote > user" > in Apache logs (assuming that your LogFormat includes a "%u"). > > Michael > > -- View this message in context: http://old.nabble.com/Comprehension-Question-about-LDAP-and-SSO-tp30995959p31058175.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From mbrown at fensystems.co.uk Thu Mar 3 07:12:08 2011 From: mbrown at fensystems.co.uk (Michael Brown) Date: Thu, 3 Mar 2011 12:12:08 +0000 Subject: [rt-users] Comprehension Question about LDAP and SSO In-Reply-To: <31058175.post@talk.nabble.com> References: <30995959.post@talk.nabble.com> <201103031109.28388.mbrown@fensystems.co.uk> <31058175.post@talk.nabble.com> Message-ID: <201103031212.08214.mbrown@fensystems.co.uk> On Thursday 03 Mar 2011 12:04:07 john s. wrote: > And if i use another name like martin from the database the kerberos > prinicipal changes also martin at .... Yes. The Kerberos principal will always be the name of the currently-logged- in user. > so it is possible to know which user from the AD is logged in or out into > the application which is authentificated with kerberos. > > is that right? Yes. Michael From fireskyer at gmx.de Thu Mar 3 07:32:52 2011 From: fireskyer at gmx.de (john s.) Date: Thu, 3 Mar 2011 04:32:52 -0800 (PST) Subject: [rt-users] Comprehension Question about LDAP and SSO In-Reply-To: <201103031212.08214.mbrown@fensystems.co.uk> References: <30995959.post@talk.nabble.com> <201102231604.37670.mbrown@fensystems.co.uk> <31001291.post@talk.nabble.com> <201102241033.23237.mbrown@fensystems.co.uk> <201102251408.54272.mbrown@fensystems.co.uk> <31013357.post@talk.nabble.com> <31056833.post@talk.nabble.com> <201103031109.28388.mbrown@fensystems.co.uk> <31058175.post@talk.nabble.com> <201103031212.08214.mbrown@fensystems.co.uk> Message-ID: <31058360.post@talk.nabble.com> Thnx michael best regards john mcb30 wrote: > > On Thursday 03 Mar 2011 12:04:07 john s. wrote: >> And if i use another name like martin from the database the kerberos >> prinicipal changes also martin at .... > > Yes. The Kerberos principal will always be the name of the > currently-logged- > in user. > >> so it is possible to know which user from the AD is logged in or out >> into >> the application which is authentificated with kerberos. >> >> is that right? > > Yes. > > Michael > > -- View this message in context: http://old.nabble.com/Comprehension-Question-about-LDAP-and-SSO-tp30995959p31058360.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From fireskyer at gmx.de Thu Mar 3 07:58:33 2011 From: fireskyer at gmx.de (john s.) Date: Thu, 3 Mar 2011 04:58:33 -0800 (PST) Subject: [rt-users] Text Template for Tickets Message-ID: <31058514.post@talk.nabble.com> Hello everybody I would like to use a Text Template for a an specific Ticket mask with some fields like why or how some Layout adjustments etc.. But i dont't want to use Custom Fields Any chance to realise this ? best regards john -- View this message in context: http://old.nabble.com/Text-Template-for-Tickets-tp31058514p31058514.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From gregory at accesskenya.com Thu Mar 3 07:54:57 2011 From: gregory at accesskenya.com (Gregory Okoth) Date: Thu, 3 Mar 2011 15:54:57 +0300 Subject: [rt-users] BCC emails on Comment In-Reply-To: <2437DA37D3AF87429F50B1FBE01C973C04849001@MASERVER1.nextjump.com> References: <01f601cbd8bc$b846a580$28d3f080$@com> <2437DA37D3AF87429F50B1FBE01C973C04849001@MASERVER1.nextjump.com> Message-ID: <007301cbd9a2$3324cc10$996e6430$@com> I guess I am using the system default scrips because I have not created any myself. What I think is affecting is 1) On Comment Notify Owner Condition: On Comment Action: Notify Owner Template: Global template: Correspondence Stage: TransactionBtach 2) On Comment Notify AdminCcs as Comment Condition: On Comment Action: AdminCcs as Comment Template: Global template: Admin Comment Stage: TransactionCreate Please help me with an insight into resolving it. The same is still happening when I update a ticket through mail Regards, Gregory Okoth From: Bernard McCormack [mailto:bmccormack at nextjump.com] Sent: Wednesday, March 02, 2011 1:38 PM To: Gregory Okoth; rt-users at lists.bestpractical.com Subject: RE: [rt-users] BCC emails on Comment What are your other scips? This shouldn't notify your queue cc's. From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Gregory Okoth Sent: Wednesday, March 02, 2011 4:32 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] BCC emails on Comment Hi RT Community, I need a clarification with regards to BCC emails. I am using RT 3.8.8 on CentOS 5.5, mysql, postfix When adding comments on tickets and using the Update Ticket button, it sends to those on CC for the queue under which the ticket belongs to, as well as the Originator, as BCC mail. I want only Administrative CC [or better still, the Owner] to receive email on this updated ticket. Those in CC for a particular queue are in other departments [read external], and these emails go to them in BCC. Want to stop this. Do I change using templates or Scrips. If its on Scrips, I changed On Comment Notify Other Recipeints to below, but its still not working. Please help Regards, Gregory -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image001.jpg Type: image/jpeg Size: 19525 bytes Desc: not available URL: From ktm at rice.edu Thu Mar 3 08:56:12 2011 From: ktm at rice.edu (Kenneth Marshall) Date: Thu, 3 Mar 2011 07:56:12 -0600 Subject: [rt-users] Deactivate User Nobody In-Reply-To: <31057111.post@talk.nabble.com> References: <31057111.post@talk.nabble.com> Message-ID: <20110303135612.GT8169@aart.is.rice.edu> On Thu, Mar 03, 2011 at 01:09:31AM -0800, john s. wrote: > > > Hello all, > > Is it possibe to deactivate the user nobody without any Disadvantages for > the whole system? > > > or is it a recipe for an proximate event? > > best regards john > You will need to run through all the scrips and perl code to ensure that nothing sets the owner to Nobody and uses an actual value. It sounds like a recipe for disaster with tickets being assigned at creation to owners that cannot resolve them. It may be that your workflow will allow that to work. What are you trying to gain from this change? Cheers, Ken From falcone at bestpractical.com Thu Mar 3 09:26:12 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 3 Mar 2011 09:26:12 -0500 Subject: [rt-users] Login Error and External Auth problem In-Reply-To: <435CB3214F92FD4E8E5CEEB86A20440240FB261439@MAILBOX.tbcnet.biltmore.com> References: <435CB3214F92FD4E8E5CEEB86A20440240FB261439@MAILBOX.tbcnet.biltmore.com> Message-ID: <20110303142611.GY95513@jibsheet.com> On Wed, Mar 02, 2011 at 09:23:01PM -0500, Jason Ledford wrote: > My second problem (if the above is a non-issue or can be resolved) is getting external auth > loaded. It didn't seem to load. I installed it via cpan, changed my settings in > /opt/rt3/local/plugins/RT-Authen-ExternalAuth/etc/RT_SiteConfig.pm. I then added a require > line in /opt/rt3/etc/RT_SiteConfig.pm, along with adding it to the set plugin line. Restarted > apache and I can login as root and look at the config and it shows the plugin loaded, it > doesn't seem to be called though. A failed login doesn't mention anything about calling it or > being a failed ldap login. I run tcpdump alongside and it isn't querying my ldap server at > all. Help is appreciated. Here is my RT_SiteConfig.pm, let me know if you need anything > else: Which version of RT::Authen::ExternalAuth did you install? There have been a few posts on the mailing list about ensuring you use the development version with 3.8.9 -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Thu Mar 3 09:27:26 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 3 Mar 2011 09:27:26 -0500 Subject: [rt-users] Replying to requestors by default In-Reply-To: <39B8AA6764A1054785D198B5E554CDE931CC78@XEXMBX01.services.local> References: <39B8AA6764A1054785D198B5E554CDE931CC78@XEXMBX01.services.local> Message-ID: <20110303142726.GZ95513@jibsheet.com> On Thu, Mar 03, 2011 at 10:37:43AM +0000, Karmi Simonov wrote: > Hello all, > > I'm looking for a way to configuring the Resolve page and set Update type to "Reply to > requestors" instead of "Comments (Not sent to requestors)" by default. > > I'm running RT 3.8.2. That was added as a global and user preference in 3.8.9 You could upgrade, backport the patch, or use the solution documented in the wiki, making sure to make notes so that when you upgrade and it conflicts, you get ride of it. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Thu Mar 3 09:29:27 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 3 Mar 2011 09:29:27 -0500 Subject: [rt-users] Deactivate User Nobody In-Reply-To: <20110303135612.GT8169@aart.is.rice.edu> References: <31057111.post@talk.nabble.com> <20110303135612.GT8169@aart.is.rice.edu> Message-ID: <20110303142927.GA95513@jibsheet.com> On Thu, Mar 03, 2011 at 07:56:12AM -0600, Kenneth Marshall wrote: > On Thu, Mar 03, 2011 at 01:09:31AM -0800, john s. wrote: > > > > > > Hello all, > > > > Is it possibe to deactivate the user nobody without any Disadvantages for > > the whole system? > > > > > > or is it a recipe for an proximate event? > > > > best regards john > > > > You will need to run through all the scrips and perl code to > ensure that nothing sets the owner to Nobody and uses an actual > value. It sounds like a recipe for disaster with tickets being > assigned at creation to owners that cannot resolve them. It > may be that your workflow will allow that to work. What are > you trying to gain from this change? To echo Ken, that'd be a lot of work. What are you trying to do? -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From jledford at biltmore.com Thu Mar 3 09:33:50 2011 From: jledford at biltmore.com (Jason Ledford) Date: Thu, 3 Mar 2011 09:33:50 -0500 Subject: [rt-users] Login Error and External Auth problem In-Reply-To: <20110303142611.GY95513@jibsheet.com> References: <435CB3214F92FD4E8E5CEEB86A20440240FB261439@MAILBOX.tbcnet.biltmore.com> <20110303142611.GY95513@jibsheet.com> Message-ID: <435CB3214F92FD4E8E5CEEB86A20440240FB26149F@MAILBOX.tbcnet.biltmore.com> Looks like I am using .08. To install the dev version I just need to follow the SVN install instructions? -----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, March 03, 2011 9:26 AM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Login Error and External Auth problem On Wed, Mar 02, 2011 at 09:23:01PM -0500, Jason Ledford wrote: > My second problem (if the above is a non-issue or can be resolved) is getting external auth > loaded. It didn't seem to load. I installed it via cpan, changed my settings in > /opt/rt3/local/plugins/RT-Authen-ExternalAuth/etc/RT_SiteConfig.pm. I then added a require > line in /opt/rt3/etc/RT_SiteConfig.pm, along with adding it to the set plugin line. Restarted > apache and I can login as root and look at the config and it shows the plugin loaded, it > doesn't seem to be called though. A failed login doesn't mention anything about calling it or > being a failed ldap login. I run tcpdump alongside and it isn't querying my ldap server at > all. Help is appreciated. Here is my RT_SiteConfig.pm, let me know if you need anything > else: Which version of RT::Authen::ExternalAuth did you install? There have been a few posts on the mailing list about ensuring you use the development version with 3.8.9 -kevin From robert.wysocki at contium.pl Thu Mar 3 09:58:58 2011 From: robert.wysocki at contium.pl (Robert Wysocki) Date: Thu, 03 Mar 2011 15:58:58 +0100 Subject: [rt-users] ExternalAuth doesn't work Message-ID: <1299164338.2087.11.camel@rmwysocki> Hi there, I have a problem with ExternalAuth - it doesn't work at all. Actually, when I run tcpdump against the ip of LDAP server, I can't see any packets going through. There is no firewall between those two. Here's my RT_SiteConfig: Set( @Plugins, qw(RT::Authen::ExternalAuth) ); Set($ExternalAuthPriority, [ 'LDAP1', 'LDAP2' ] ); Set($ExternalServiceUsesSSLorTLS, 1); Set($AutoCreateNonExternalUsers, 0); Set($ExternalSettings, { # AN EXAMPLE LDAP SERVICE 'LDAP1' => { 'type' => 'ldap', 'server' => '192.168.X.Y:3268', 'user' => 'CN=ldapauth,CN=Users,DC=path', 'pass' => 'pass', 'base' => 'DC=path', 'filter' => '(objectclass=user)', 'd_filter' => '(employmentStatus=Terminated)', 'tls' => 1, 'ssl_version' => 3, 'net_ldap_args' => [ version => 3 ], 'attr_match_list' => [ 'Name','EmailAddress','RealName','WorkPhone','Address2','ExternalContactInfoId' ], 'attr_map' => { 'Name' => 'sAMAccountName', 'EmailAddress' => 'mail', 'Organization' => 'physicalDeliveryOfficeName', 'RealName' => 'cn', 'ExternalAuthId' => 'sAMAccountName', 'Gecos' => 'sAMAccountName', 'WorkPhone' => 'telephoneNumber', 'Address1' => 'streetAddress', 'Address2' => 'postOfficeBox', 'City' => 'l', 'State' => 'st', 'Zip' => 'postalCode', 'Country' => 'co', 'ExternalContactInfoId' => 'dn' } } LDAP2 configuration is the same expect ip, path and password. RT::Authen::ExternalAuth is installed under local/plugins, other plugins installed there work fine. Any ideas? From trs at bestpractical.com Thu Mar 3 10:00:38 2011 From: trs at bestpractical.com (Thomas Sibley) Date: Thu, 03 Mar 2011 10:00:38 -0500 Subject: [rt-users] ExternalAuth doesn't work In-Reply-To: <1299164338.2087.11.camel@rmwysocki> References: <1299164338.2087.11.camel@rmwysocki> Message-ID: <4D6FAD16.8020808@bestpractical.com> What RT and ExternalAuth versions are you running? ExternalAuth 0.08 doesn't work with RT 3.8.9. There's a development version of ExternalAuth 0.08_01, which users have reported fixes the problem. http://search.cpan.org/~falcone/RT-Authen-ExternalAuth-0.08_01/ Thomas On 03 Mar 2011 09:58, Robert Wysocki wrote: > Hi there, > > I have a problem with ExternalAuth - it doesn't work at all. > Actually, when I run tcpdump against the ip of LDAP server, I can't see > any packets going through. > > There is no firewall between those two. > Here's my RT_SiteConfig: > > Set( @Plugins, qw(RT::Authen::ExternalAuth) ); > Set($ExternalAuthPriority, [ > 'LDAP1', > 'LDAP2' > ] > ); > > Set($ExternalServiceUsesSSLorTLS, 1); > Set($AutoCreateNonExternalUsers, 0); > Set($ExternalSettings, { > # AN EXAMPLE LDAP SERVICE > 'LDAP1' => { > 'type' => 'ldap', > 'server' => '192.168.X.Y:3268', > 'user' => 'CN=ldapauth,CN=Users,DC=path', > 'pass' => 'pass', > 'base' => 'DC=path', > 'filter' => '(objectclass=user)', > 'd_filter' => '(employmentStatus=Terminated)', > 'tls' => 1, > 'ssl_version' => 3, > 'net_ldap_args' => [ version => 3 ], > 'attr_match_list' => > [ 'Name','EmailAddress','RealName','WorkPhone','Address2','ExternalContactInfoId' ], > 'attr_map' => { 'Name' => 'sAMAccountName', > 'EmailAddress' => 'mail', > 'Organization' => 'physicalDeliveryOfficeName', > 'RealName' => 'cn', > 'ExternalAuthId' => 'sAMAccountName', > 'Gecos' => 'sAMAccountName', > 'WorkPhone' => 'telephoneNumber', > 'Address1' => 'streetAddress', > 'Address2' => 'postOfficeBox', > 'City' => 'l', > 'State' => 'st', > 'Zip' => 'postalCode', > 'Country' => 'co', > 'ExternalContactInfoId' => 'dn' } > } > > LDAP2 configuration is the same expect ip, path and password. > RT::Authen::ExternalAuth is installed under local/plugins, other plugins > installed there work fine. > > Any ideas? > > From robert.wysocki at contium.pl Thu Mar 3 10:05:43 2011 From: robert.wysocki at contium.pl (Robert Wysocki) Date: Thu, 03 Mar 2011 16:05:43 +0100 Subject: [rt-users] ExternalAuth doesn't work In-Reply-To: <4D6FAD16.8020808@bestpractical.com> References: <1299164338.2087.11.camel@rmwysocki> <4D6FAD16.8020808@bestpractical.com> Message-ID: <1299164743.2087.13.camel@rmwysocki> Dnia 2011-03-03, czw o godzinie 10:00 -0500, Thomas Sibley pisze: > What RT and ExternalAuth versions are you running? ExternalAuth 0.08 > doesn't work with RT 3.8.9. There's a development version of > ExternalAuth 0.08_01, which users have reported fixes the problem. > > http://search.cpan.org/~falcone/RT-Authen-ExternalAuth-0.08_01/ Thanks, I'll try it, I was struggling with 0.08. -- Robert From jledford at biltmore.com Thu Mar 3 10:06:31 2011 From: jledford at biltmore.com (Jason Ledford) Date: Thu, 3 Mar 2011 10:06:31 -0500 Subject: [rt-users] ExternalAuth doesn't work In-Reply-To: <4D6FAD16.8020808@bestpractical.com> References: <1299164338.2087.11.camel@rmwysocki> <4D6FAD16.8020808@bestpractical.com> Message-ID: <435CB3214F92FD4E8E5CEEB86A20440240FB2614C5@MAILBOX.tbcnet.biltmore.com> From another thread I had issues with it and the dev version worked for me. I downloaded the latest dev release from here http://search.cpan.org/dist/RT-Authen-ExternalAuth/ since I couldn't get the svn to work. -----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, March 03, 2011 10:01 AM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] ExternalAuth doesn't work What RT and ExternalAuth versions are you running? ExternalAuth 0.08 doesn't work with RT 3.8.9. There's a development version of ExternalAuth 0.08_01, which users have reported fixes the problem. http://search.cpan.org/~falcone/RT-Authen-ExternalAuth-0.08_01/ Thomas On 03 Mar 2011 09:58, Robert Wysocki wrote: > Hi there, > > I have a problem with ExternalAuth - it doesn't work at all. > Actually, when I run tcpdump against the ip of LDAP server, I can't > see any packets going through. > > There is no firewall between those two. > Here's my RT_SiteConfig: > > Set( @Plugins, qw(RT::Authen::ExternalAuth) ); > Set($ExternalAuthPriority, [ > 'LDAP1', > 'LDAP2' > ] > ); > > Set($ExternalServiceUsesSSLorTLS, 1); > Set($AutoCreateNonExternalUsers, 0); > Set($ExternalSettings, { > # AN EXAMPLE LDAP SERVICE > 'LDAP1' => { > 'type' => 'ldap', > 'server' => '192.168.X.Y:3268', > 'user' => 'CN=ldapauth,CN=Users,DC=path', > 'pass' => 'pass', > 'base' => 'DC=path', > 'filter' => '(objectclass=user)', > 'd_filter' => '(employmentStatus=Terminated)', > 'tls' => 1, > 'ssl_version' => 3, > 'net_ldap_args' => [ version => 3 ], > 'attr_match_list' => > [ 'Name','EmailAddress','RealName','WorkPhone','Address2','ExternalContactInfoId' ], > 'attr_map' => { 'Name' => 'sAMAccountName', > 'EmailAddress' => 'mail', > 'Organization' => 'physicalDeliveryOfficeName', 'RealName' => 'cn', > 'ExternalAuthId' => 'sAMAccountName', 'Gecos' => 'sAMAccountName', > 'WorkPhone' => 'telephoneNumber', 'Address1' => 'streetAddress', > 'Address2' => 'postOfficeBox', 'City' => 'l', 'State' => 'st', > 'Zip' => 'postalCode', 'Country' => 'co', 'ExternalContactInfoId' => > 'dn' } } > > LDAP2 configuration is the same expect ip, path and password. > RT::Authen::ExternalAuth is installed under local/plugins, other > plugins installed there work fine. > > Any ideas? > > From jledford at biltmore.com Thu Mar 3 10:07:37 2011 From: jledford at biltmore.com (Jason Ledford) Date: Thu, 3 Mar 2011 10:07:37 -0500 Subject: [rt-users] Login Error and External Auth problem In-Reply-To: <435CB3214F92FD4E8E5CEEB86A20440240FB26149F@MAILBOX.tbcnet.biltmore.com> References: <435CB3214F92FD4E8E5CEEB86A20440240FB261439@MAILBOX.tbcnet.biltmore.com> <20110303142611.GY95513@jibsheet.com> <435CB3214F92FD4E8E5CEEB86A20440240FB26149F@MAILBOX.tbcnet.biltmore.com> Message-ID: <435CB3214F92FD4E8E5CEEB86A20440240FB2614C6@MAILBOX.tbcnet.biltmore.com> Yep, that did it. As for the rest of my problem, is that a harmless error? "We opened /dev/null to protect FD #1, but descriptor #1 is already occupied at /opt/rt3/bin/webmux.pl line 78. (/opt/rt3/bin/webmux.pl:78)" I noticed that I get it when just opening the page, no login or anything. -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Jason Ledford Sent: Thursday, March 03, 2011 9:34 AM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Login Error and External Auth problem Looks like I am using .08. To install the dev version I just need to follow the SVN install instructions? -----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, March 03, 2011 9:26 AM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Login Error and External Auth problem On Wed, Mar 02, 2011 at 09:23:01PM -0500, Jason Ledford wrote: > My second problem (if the above is a non-issue or can be resolved) is getting external auth > loaded. It didn't seem to load. I installed it via cpan, changed my settings in > /opt/rt3/local/plugins/RT-Authen-ExternalAuth/etc/RT_SiteConfig.pm. I then added a require > line in /opt/rt3/etc/RT_SiteConfig.pm, along with adding it to the set plugin line. Restarted > apache and I can login as root and look at the config and it shows the plugin loaded, it > doesn't seem to be called though. A failed login doesn't mention anything about calling it or > being a failed ldap login. I run tcpdump alongside and it isn't querying my ldap server at > all. Help is appreciated. Here is my RT_SiteConfig.pm, let me know if you need anything > else: Which version of RT::Authen::ExternalAuth did you install? There have been a few posts on the mailing list about ensuring you use the development version with 3.8.9 -kevin From robert.wysocki at contium.pl Thu Mar 3 10:18:08 2011 From: robert.wysocki at contium.pl (Robert Wysocki) Date: Thu, 03 Mar 2011 16:18:08 +0100 Subject: [rt-users] ExternalAuth doesn't work In-Reply-To: <1299164743.2087.13.camel@rmwysocki> References: <1299164338.2087.11.camel@rmwysocki> <4D6FAD16.8020808@bestpractical.com> <1299164743.2087.13.camel@rmwysocki> Message-ID: <1299165488.2087.15.camel@rmwysocki> Dnia 2011-03-03, czw o godzinie 16:05 +0100, Robert Wysocki pisze: > Dnia 2011-03-03, czw o godzinie 10:00 -0500, Thomas Sibley pisze: > > What RT and ExternalAuth versions are you running? ExternalAuth 0.08 > > doesn't work with RT 3.8.9. There's a development version of > > ExternalAuth 0.08_01, which users have reported fixes the problem. > > > > http://search.cpan.org/~falcone/RT-Authen-ExternalAuth-0.08_01/ > > Thanks, I'll try it, I was struggling with 0.08. Well, tcpdump still doesn't show any packets... Can any of you with working installation of RT 3.8.9 and ExternalAuth paste your config? Maybe i've made some stupid mistake? -- Robert From jledford at biltmore.com Thu Mar 3 10:25:00 2011 From: jledford at biltmore.com (Jason Ledford) Date: Thu, 3 Mar 2011 10:25:00 -0500 Subject: [rt-users] ExternalAuth doesn't work In-Reply-To: <1299165488.2087.15.camel@rmwysocki> References: <1299164338.2087.11.camel@rmwysocki> <4D6FAD16.8020808@bestpractical.com> <1299164743.2087.13.camel@rmwysocki> <1299165488.2087.15.camel@rmwysocki> Message-ID: <435CB3214F92FD4E8E5CEEB86A20440240FB2614DE@MAILBOX.tbcnet.biltmore.com> Did you configure the plugin to load and does RT show it being loaded, and has apache been restarted? Here are my 2 config files, RT-authen first: Set($ExternalAuthPriority, [ 'My_LDAP', 'My_MySQL', 'My_SSO_Cookie' ] ); Set($ExternalInfoPriority, [ 'My_LDAP', 'My_MySQL' ] ); Set($ExternalServiceUsesSSLorTLS, 0); Set($AutoCreateNonExternalUsers, 1); Set($ExternalSettings, { # AN EXAMPLE DB SERVICE # AN EXAMPLE LDAP SERVICE 'My_LDAP' => { ## GENERIC SECTION # The type of service (db/ldap/cookie) 'type' => 'ldap', 'server' => 'dc.example.com', 'user' => 'user at example.com', 'pass' => 'FUB28tra', 'base' => 'ou=Departments,dc=domain,dc=example,dc=com', 'filter' => '(objectClass=*)', 'd_filter' => '(userAccountControl=514)', 'tls' => 0, 'ssl_version' => 3, 'net_ldap_args' => [ version => 3 ], 'attr_match_list' => [ 'Name', 'EmailAddress', 'RealName', 'WorkPhone' ], 'attr_map' => { 'Name' => 'sAMAccountName', 'EmailAddress' => 'mail', 'Organization' => 'department', 'RealName' => 'cn', 'ExternalAuthId' => 'sAMAccountName', 'Gecos' => 'sAMAccountName', 'WorkPhone' => 'telephoneNumber', } } } ); 1; ****************************************************************************************************** Now my site config ******************************************************************************************************** # Any configuration directives you include here will override # RT's default configuration file, RT_Config.pm # # To include a directive here, just copy the equivalent statement # from RT_Config.pm and change the value. We've included a single # sample value below. # # This file is actually a perl module, so you can include valid # perl code, as well. # # The converse is also true, if this file isn't valid perl, you're # going to run into trouble. To check your SiteConfig file, use # this comamnd: # # perl -c /path/to/your/etc/RT_SiteConfig.pm Set( $rtname, 'myserver.example.com'); Set($Organization, 'example.com'); Set($CorrespondAddress , 'esworkorder at example.com'); Set($CommentAddress , 'escomment at example.com'); Set($Timezone, "EST"); # obviously choose what suits you Set($DatabaseUser , 'rt123'); Set($DatabasePassword , 'rt123'); Set($DatabaseName , 'cdc124asv_rt'); # Ensure this is set to rt3! Set($DatabaseHost, 'mysql.example.com'); Set($WebPath , "/rt"); Set($WebBaseURL , "http://myserver.example.com"); require "/opt/rt3/local/plugins/RT-Authen-ExternalAuth/etc/RT_SiteConfig.pm"; Set(@Plugins, (qw(RT::Extension::MobileUI RT::Extension::LDAPImport RT::Authen::ExternalAuth))); #Set(@Plugins,(qw(Extension::QuickDelete RT::FM))); Set($LDAPHost,'dc.example.com'); Set($LDAPUser, 'user at example.com'); Set($LDAPPassword, 'pass'); Set($LDAPBase, 'OU=departments,dc=domain,dc=example,dc=com'); Set($LDAPFilter, '(&(objectClass=user)(objectClass=*))'); Set($LDAPMapping, {Name => 'sAMAccountName', EmailAddress => 'mail', RealName => 'cn', MobilePhone => 'mobile', WorkPhone => 'telephoneNumber', Organization => 'department', FreeformContactInfo => 'title'}); Set($LDAPUpdateUsers,1); 1; ****************************** -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Robert Wysocki Sent: Thursday, March 03, 2011 10:18 AM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] ExternalAuth doesn't work Dnia 2011-03-03, czw o godzinie 16:05 +0100, Robert Wysocki pisze: > Dnia 2011-03-03, czw o godzinie 10:00 -0500, Thomas Sibley pisze: > > What RT and ExternalAuth versions are you running? ExternalAuth > > 0.08 doesn't work with RT 3.8.9. There's a development version of > > ExternalAuth 0.08_01, which users have reported fixes the problem. > > > > http://search.cpan.org/~falcone/RT-Authen-ExternalAuth-0.08_01/ > > Thanks, I'll try it, I was struggling with 0.08. Well, tcpdump still doesn't show any packets... Can any of you with working installation of RT 3.8.9 and ExternalAuth paste your config? Maybe i've made some stupid mistake? -- Robert From yan at seiner.com Thu Mar 3 10:42:35 2011 From: yan at seiner.com (Yan Seiner) Date: Thu, 3 Mar 2011 07:42:35 -0800 (PST) Subject: [rt-users] Search for tickets with unread comments Message-ID: I'm trying to come up with a search for "my tickets with unread comments" and I'm failing.... What I'd like to do is have a list of tickets that have been updated since the last time I looked at them show up on the dashboard. How can I do that? -- If you have eight hours to chop down a tree spend six sharpening your axe. --Abraham Lincoln From todd at chaka.net Thu Mar 3 11:15:44 2011 From: todd at chaka.net (Todd Chapman) Date: Thu, 3 Mar 2011 11:15:44 -0500 Subject: [rt-users] Ticket graphing bug? In-Reply-To: References: Message-ID: Does anyone have some insight into this? Any help is appreciated. On Tue, Mar 1, 2011 at 10:12 PM, Todd Chapman wrote: > Hi all, > > I am trying to understand ticket graphing behavior. Example ticket relations: > > A -> RefersTo -> B -> DependsOn -> C > > If you graph A with "Show as well" selecting ALL link types and "Main > type of links" set to "RefersTo" then all 3 tickets a graphed. > > If you graph A with "Show as well" selecting ALL link types and "Main > type of links" set to ANY other link type, only A and B are graphed. > > What is meant by "Main type of links" and why does it affect graphing like this? > > My goal is to graph all tickets related to the main ticket, now matter > what link type or an what link depth. > > Thanks! > > -Todd > From falcone at bestpractical.com Thu Mar 3 11:35:21 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 3 Mar 2011 11:35:21 -0500 Subject: [rt-users] Search for tickets with unread comments In-Reply-To: References: Message-ID: <20110303163521.GB95513@jibsheet.com> On Thu, Mar 03, 2011 at 07:42:35AM -0800, Yan Seiner wrote: > I'm trying to come up with a search for "my tickets with unread comments" > and I'm failing.... > > What I'd like to do is have a list of tickets that have been updated since > the last time I looked at them show up on the dashboard. > > How can I do that? Try adding UpdateStatus to the format of your saved search, it works in conjunction with the ShowUnreadMessages configuration variable. You'll likely want to order your search by last updated to make that more useful. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From kfcrocker at lbl.gov Thu Mar 3 12:28:27 2011 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Thu, 3 Mar 2011 09:28:27 -0800 Subject: [rt-users] BCC emails on Comment In-Reply-To: References: <01f601cbd8bc$b846a580$28d3f080$@com> <2437DA37D3AF87429F50B1FBE01C973C04849001@MASERVER1.nextjump.com> <007301cbd9a2$3324cc10$996e6430$@com> Message-ID: Opps, forgot to change the TO to RT. On Thu, Mar 3, 2011 at 9:25 AM, Kenneth Crocker wrote: > Gregory, > > If scrip #2 creates a comment, then it might also trigger scrip #1 because > scrip #1 is triggered by a comment and it is in stage TransactionBatch. Try > changing the action in scrip #2 to Notify AdminCc or just drop it if the > AdminCc doesn't want a notification. Any comment will still be in history if > they want to see it. > > Just a thought. > > Kenn > LBNL > > > On Thu, Mar 3, 2011 at 4:54 AM, Gregory Okoth wrote: > >> I guess I am using the system default scrips because I have not created >> any myself. What I think is affecting is >> >> 1) On Comment Notify Owner >> >> Condition: On Comment >> >> Action: Notify Owner >> >> Template: Global template: Correspondence >> >> Stage: TransactionBtach >> >> >> >> 2) On Comment Notify AdminCcs as Comment >> >> Condition: On Comment >> >> Action: AdminCcs as Comment >> >> Template: Global template: Admin Comment >> >> Stage: TransactionCreate >> >> >> >> Please help me with an insight into resolving it. The same is still >> happening when I update a ticket through mail >> >> >> >> Regards, >> >> >> >> *Gregory Okoth* >> >> >> >> *From:* Bernard McCormack [mailto:bmccormack at nextjump.com] >> *Sent:* Wednesday, March 02, 2011 1:38 PM >> *To:* Gregory Okoth; rt-users at lists.bestpractical.com >> *Subject:* RE: [rt-users] BCC emails on Comment >> >> >> >> What are your other scips? This shouldn?t notify your queue cc?s. >> >> >> >> >> >> *From:* rt-users-bounces at lists.bestpractical.com [mailto: >> rt-users-bounces at lists.bestpractical.com] *On Behalf Of *Gregory Okoth >> *Sent:* Wednesday, March 02, 2011 4:32 AM >> *To:* rt-users at lists.bestpractical.com >> *Subject:* [rt-users] BCC emails on Comment >> >> >> >> Hi RT Community, >> >> I need a clarification with regards to BCC emails. I am using RT 3.8.8 on >> CentOS 5.5, mysql, postfix >> >> >> >> When adding comments on tickets and using the Update Ticket button, it >> sends to those on CC for the queue under which the ticket belongs to, as >> well as the Originator, as BCC mail. >> >> >> >> I want only Administrative CC [*or better still, the Owner*] to receive >> email on this updated ticket. Those in CC for a particular queue are in >> other departments [*read external*], and these emails go to them in BCC. >> Want to stop this. Do I change using templates or Scrips. >> >> >> >> If its on Scrips, I changed *On Comment Notify Other Recipeints* to >> below, but its still not working. Please help >> >> >> >> >> >> >> >> Regards, >> >> Gregory >> > > -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image001.jpg Type: image/jpeg Size: 19525 bytes Desc: not available URL: From kfcrocker at lbl.gov Thu Mar 3 12:41:29 2011 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Thu, 3 Mar 2011 09:41:29 -0800 Subject: [rt-users] Ticket graphing bug? In-Reply-To: References: Message-ID: Todd, My experience with this is to set the 'Main Type" of links at the first level to "Members" with the "Show as Well" set for *the other types;*"Members of", "DependsOn" & "Refers To" only and set the levels for however many level I need. Then I leave the lower levels alone. If I want lower level *info* to display in an info box for a ticket, then I check that info at the lower levels. I find that WAAAYYY TOOO Busy. All I want is the ticket numbers and their relationships to all levels (in other words .. arrows only) and this seems to work for me. I have found that the less I check at any lower level, the better it looks. Hope this helps. Kenn LBNL On Thu, Mar 3, 2011 at 8:15 AM, Todd Chapman wrote: > Does anyone have some insight into this? Any help is appreciated. > > On Tue, Mar 1, 2011 at 10:12 PM, Todd Chapman wrote: > > Hi all, > > > > I am trying to understand ticket graphing behavior. Example ticket > relations: > > > > A -> RefersTo -> B -> DependsOn -> C > > > > If you graph A with "Show as well" selecting ALL link types and "Main > > type of links" set to "RefersTo" then all 3 tickets a graphed. > > > > If you graph A with "Show as well" selecting ALL link types and "Main > > type of links" set to ANY other link type, only A and B are graphed. > > > > What is meant by "Main type of links" and why does it affect graphing > like this? > > > > My goal is to graph all tickets related to the main ticket, now matter > > what link type or an what link depth. > > > > Thanks! > > > > -Todd > > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From greylisted at gmail.com Thu Mar 3 13:03:13 2011 From: greylisted at gmail.com (Michael Polivanov) Date: Thu, 3 Mar 2011 19:03:13 +0100 Subject: [rt-users] Session take over while using RT::Authen::External Message-ID: We have discovered a very unpleasant behavior of RT if used with RT::Authen::External module with LDAP authentication enabled. The problem is that sometimes a RT site visitor (no credentials entered, no cookie set) gets automatically logged in with a session of another user, that was active before on another workstation. So user A gets into RT as user B without knowing the login credentials from user B. This is a fresh installation of 3.8.9 (apache+fastcgi+mod_ssl), with two internal user (root and test) and LDAP authentication configured (version 0.08_01). Authentication works, i am able to login as external or internal user. The problem occurs with LDAP users and can be reproduced as following (WS = workstation): Apache (RT/fastcgi) is restarted, all ../var files are deleted between stop and start WS2: browser is down WS1: LDAP user A log in into RT WS2: LDAP user B starts the browser, browse to RT page => login mask WS2: LDAP user B shutdown the browser, starts is again, browse to RT page => logged in as LDAP user A So it happens never the first time and not automatically the second, but we were always able to reproduce it. We have tested with internal users also, but failed to reproduce the problem, probably more tries are required. I have no idea how i can analyse the problem, as nothing is logged into rt.log, if the session takeover happens, even not with debug and tracing enabled at the same time. Logging itself works fine, here is for example, what i get every time, when i am not logged in and browse to the RT url (normal entries?): [Thu Mar 3 17:25:03 2011] [debug]: Reloading RT::User to work around a bug in RT-3.8.0 and RT-3.8.1 (/app/rt/rt-3.8.9/local/html/Elements/DoAuth:14) [Thu Mar 3 17:25:03 2011] [debug]: Attempting to use external auth service: AD1 (/app/rt/rt/bin/../local/lib/RT/Authen/ExternalAuth.pm:64) [Thu Mar 3 17:25:03 2011] [debug]: SSO Failed and no user to test with. Nexting (/app/rt/rt/bin/../local/lib/RT/Authen/ExternalAuth.pm:92) [Thu Mar 3 17:25:03 2011] [debug]: Attempting to use external auth service: AD2 (/app/rt/rt/bin/../local/lib/RT/Authen/ExternalAuth.pm:64) [Thu Mar 3 17:25:03 2011] [debug]: SSO Failed and no user to test with. Nexting (/app/rt/rt/bin/../local/lib/RT/Authen/ExternalAuth.pm:92) [Thu Mar 3 17:25:03 2011] [debug]: Autohandler called ExternalAuth. Response: (0, No User) (/app/rt/rt-3.8.9/local/html/Elements/DoAuth:26) [Thu Mar 3 17:25:03 2011] [debug]: Attempting to use external auth service: AD1 (/app/rt/rt/bin/../local/lib/RT/Authen/ExternalAuth.pm:64) [Thu Mar 3 17:25:03 2011] [debug]: SSO Failed and no user to test with. Nexting (/app/rt/rt/bin/../local/lib/RT/Authen/ExternalAuth.pm:92) [Thu Mar 3 17:25:03 2011] [debug]: Attempting to use external auth service: AD2 (/app/rt/rt/bin/../local/lib/RT/Authen/ExternalAuth.pm:64) [Thu Mar 3 17:25:03 2011] [debug]: SSO Failed and no user to test with. Nexting (/app/rt/rt/bin/../local/lib/RT/Authen/ExternalAuth.pm:92) [Thu Mar 3 17:25:03 2011] [debug]: Autohandler called ExternalAuth. Response: (0, No User) (/app/rt/rt-3.8.9/local/html/Elements/DoAuth:26) All i have is the apache access log (nothing unusual in error log), and the log entries of the situation when it happens: 10.255.1.21 orrt.mydomain - [03/Mar/2011:18:18:59 +0100] "GET / HTTP/1.1" 200 13324 "-" "Mozilla/5.0 (Windows; U; Windows NT 5.1; de; rv:1.9.2.13) Gecko/20101203 Firefox/3.6.13" "-" 10.255.1.21 orrt.mydomain - [03/Mar/2011:18:18:59 +0100] "GET /NoAuth/images//favicon.png HTTP/1.1" 200 335 "-" "Mozilla/5.0 (Windows; U; Windows NT 5.1; de; rv:1.9.2.13) Gecko/20101203 Firefox/3.6.13" "RT_SID_ORRT.443=8521fcfb89bab01d0a16cb5d5a76c6c7" 10.255.1.21 orrt.mydomain - [03/Mar/2011:18:18:59 +0100] "GET /NoAuth/images/bplogo.gif HTTP/1.1" 200 755 "https://orrt.mydomain/" "Mozilla/5.0 (Windows; U; Windows NT 5.1; de; rv:1.9.2.13) Gecko/20101203 Firefox/3.6.13" "RT_SID_ORRT.443=8521fcfb89bab01d0a16cb5d5a76c6c7" 10.255.1.21 orrt.mydomain - [03/Mar/2011:18:18:59 +0100] "GET /NoAuth/images/css/rollup-arrow.gif HTTP/1.1" 200 82 "https://orrt.mydomain/NoAuth/css/web2/main-squished.css" "Mozilla/5.0 (Windows; U; Windows NT 5.1; de; rv:1.9.2.13) Gecko/20101203 Firefox/3.6.13" "RT_SID_ORRT.443=8521fcfb89bab01d0a16cb5d5a76c6c7" 10.255.1.21 orrt.mydomain - [03/Mar/2011:18:18:59 +0100] "GET /NoAuth/images//bplogo.gif HTTP/1.1" 200 755 "https://orrt.mydomain/NoAuth/css/web2/main-squished.css" "Mozilla/5.0 (Windows; U; Windows NT 5.1; de; rv:1.9.2.13) Gecko/20101203 Firefox/3.6.13" "RT_SID_ORRT.443=8521fcfb89bab01d0a16cb5d5a76c6c7" Any hints how i can analyse/fix the problem are welcome. Thank you in advance! Regards, -michael From trs at bestpractical.com Thu Mar 3 13:07:35 2011 From: trs at bestpractical.com (Thomas Sibley) Date: Thu, 03 Mar 2011 13:07:35 -0500 Subject: [rt-users] Session take over while using RT::Authen::External In-Reply-To: References: Message-ID: <4D6FD8E7.9070707@bestpractical.com> On 03 Mar 2011 13:03, Michael Polivanov wrote: > We have discovered a very unpleasant behavior of RT if used with > RT::Authen::External module with LDAP authentication enabled. The > problem is that sometimes a RT site visitor (no credentials entered, > no cookie set) gets automatically logged in with a session of another > user, that was active before on another workstation. So user A gets > into RT as user B without knowing the login credentials from user B. Is there a proxy between RT and your workstations? Thomas From trs at bestpractical.com Thu Mar 3 14:10:09 2011 From: trs at bestpractical.com (Thomas Sibley) Date: Thu, 03 Mar 2011 14:10:09 -0500 Subject: [rt-users] Session take over while using RT::Authen::External In-Reply-To: References: <4D6FD8E7.9070707@bestpractical.com> Message-ID: <4D6FE791.8020408@bestpractical.com> Please keep mail on the list, thanks. On 03 Mar 2011 13:47, Michael Polivanov wrote: > Yes, there is one. I thought already that this might be a reason, but > the setup is SSL only, so i don't think the proxy thing will be able > to cache anything. You should test your scenario without any proxies involved. If you can still replicate it, then we can keep troubleshooting. Otherwise, my bets are on the proxy. Thomas From darren at dazza.org Thu Mar 3 14:13:16 2011 From: darren at dazza.org (Darren Nickerson) Date: Thu, 3 Mar 2011 14:13:16 -0500 Subject: [rt-users] Testing 4.0.0rc5 - experiences upgrading from 3.6.4 on RHEL6 In-Reply-To: References: <8F442C89-423E-464A-8C72-04990FBD7895@dazza.org> <20110219024513.GE24982@bestpractical.com> <094FB4CE-10A0-496F-BFFE-CE6F277790AD@DAZZA.ORG> <20110222183107.GC2102@bestpractical.com> <99F6418F-34D6-4DE9-90F2-819280C4E015@dazza.org> <932E8E86-7DDA-4FB0-91A9-27BAD81C8429@dazza.org> <5118C048-1D75-48B0-BF99-2DFF3FC1D86F@dazza.org> Message-ID: On Mar 2, 2011, at 10:19 AM, Chia-liang Kao wrote: > > It seems the issue is with apache2 and plack. i can reproduce the stalled connection (however not always) with the > plack-req.psgi example from the plack dist, with apache 2.2.16 on ubuntu maverick. however it's a bit different from yours. You're definitely looking at a different problem. Is there any way I can make the database connections non-persistent? That might help the ones that are getting confused. -Darren From greylisted at gmail.com Thu Mar 3 14:26:54 2011 From: greylisted at gmail.com (Michael Polivanov) Date: Thu, 3 Mar 2011 20:26:54 +0100 Subject: [rt-users] Session take over while using RT::Authen::External In-Reply-To: <4D6FE791.8020408@bestpractical.com> References: <4D6FD8E7.9070707@bestpractical.com> <4D6FE791.8020408@bestpractical.com> Message-ID: On Thu, Mar 3, 2011 at 20:10, Thomas Sibley wrote: > Please keep mail on the list, thanks. Ups, too fast reply. My bloody mistake ... > You should test your scenario without any proxies involved. ?If you can > still replicate it, then we can keep troubleshooting. ?Otherwise, my > bets are on the proxy. Will do so. But i am still unsure how a proxy server can interfere a SSL connection in my case. I mean if the files would be cached by the proxy, i wouldn't see the requests in apache log, especially not for NoAuth objects, but i saw the every time when the problem occurred. Regards, -michael From trs at bestpractical.com Thu Mar 3 14:34:19 2011 From: trs at bestpractical.com (Thomas Sibley) Date: Thu, 03 Mar 2011 14:34:19 -0500 Subject: [rt-users] Session take over while using RT::Authen::External In-Reply-To: References: <4D6FD8E7.9070707@bestpractical.com> <4D6FE791.8020408@bestpractical.com> Message-ID: <4D6FED3B.5000506@bestpractical.com> On 03 Mar 2011 14:26, Michael Polivanov wrote: > Will do so. But i am still unsure how a proxy server can interfere a > SSL connection in my case. I mean if the files would be cached by the > proxy, i wouldn't see the requests in apache log, especially not for > NoAuth objects, but i saw the every time when the problem occurred. In our experience, we haven't yet seen a cookie sharing problem that wasn't a proxy or a misconfigured apache accelerator module (mod_cache, etc). Thomas From christoph at kluenter.de Thu Mar 3 15:26:10 2011 From: christoph at kluenter.de (christoph) Date: Thu, 3 Mar 2011 21:26:10 +0100 Subject: [rt-users] Sending gpg-encrypted mails via cli Message-ID: <20110303202609.GC11647@inferno.nadir.org> Hi, when trying to send an encrypted mail to somebody whose key is not present in rt, the Webfrontend shows a nice error and explains everything. But when you send an email via the rt cli, the recipient gets an awful email telling him that he didn't get a mail: > You received this message as we have no your public PGP key > or we have a problem with your key. Inform the administrator about the problem. Is there any way to intercept errors and tell the user instead of sending mails ? Even setting the To: in the template does not help. The recipient still gets this mail. I Thought the mail would be sent to the Address I set in the Template. Cheers, Christoph -- GPG-Key: http://www.kluenter.de/chris.gpg GPG-Fingerprint: 88DA B106 D973 B2AF 7CCB 725A F76C 803C 758F 71C0 From yan at seiner.com Thu Mar 3 17:03:48 2011 From: yan at seiner.com (Yan Seiner) Date: Thu, 3 Mar 2011 14:03:48 -0800 (PST) Subject: [rt-users] Multiple extensions don't work Message-ID: I'm trying to get both JS Gantt and the Calendar extension running at the same time. I can add the appropriate Set(@Plugins,"foo"); into the RT_SiteConfig.pm file, and each one works separately just fine. However, if I try to include both in the RT_SiteConfig.pm file, only the last one will work. I'm a complete moron when it comes to perl, so I have no idea if there's an add(@Plugins,"foo"); that I should be using, or what. Is it possible to run both JS Gantt and RTx::Calendar, and if so, how? Thanks! -- If you have eight hours to chop down a tree spend six sharpening your axe. --Abraham Lincoln From change+lists.rt at nightwind.net Thu Mar 3 17:25:10 2011 From: change+lists.rt at nightwind.net (Nick Kartsioukas) Date: Thu, 03 Mar 2011 14:25:10 -0800 Subject: [rt-users] Multiple extensions don't work In-Reply-To: References: Message-ID: <1299191110.9751.1425972357@webmail.messagingengine.com> On Thu, 03 Mar 2011 14:03 -0800, "Yan Seiner" wrote: > I can add the appropriate Set(@Plugins,"foo"); into the RT_SiteConfig.pm > file, and each one works separately just fine. > > However, if I try to include both in the RT_SiteConfig.pm file, only the > last one will work. They all need to be included in the same line. Set(@Plugins, qw(foo bar fleem)); From clkao at bestpractical.com Thu Mar 3 19:24:58 2011 From: clkao at bestpractical.com (Chia-liang Kao) Date: Fri, 4 Mar 2011 08:24:58 +0800 Subject: [rt-users] Testing 4.0.0rc5 - experiences upgrading from 3.6.4 on RHEL6 In-Reply-To: References: <8F442C89-423E-464A-8C72-04990FBD7895@dazza.org> <20110219024513.GE24982@bestpractical.com> <094FB4CE-10A0-496F-BFFE-CE6F277790AD@DAZZA.ORG> <20110222183107.GC2102@bestpractical.com> <99F6418F-34D6-4DE9-90F2-819280C4E015@dazza.org> <932E8E86-7DDA-4FB0-91A9-27BAD81C8429@dazza.org> <5118C048-1D75-48B0-BF99-2DFF3FC1D86F@dazza.org> Message-ID: <0F94DDB8-C205-4895-ADA5-65B955279CF3@bestpractical.com> On 2011/3/4, at ?? 3:13, Darren Nickerson wrote: > > On Mar 2, 2011, at 10:19 AM, Chia-liang Kao wrote: >> >> It seems the issue is with apache2 and plack. i can reproduce the >> stalled connection (however not always) with the >> plack-req.psgi example from the plack dist, with apache 2.2.16 on >> ubuntu maverick. however it's a bit different from yours. > > You're definitely looking at a different problem. > > Is there any way I can make the database connections non-persistent? > That might help the ones that are getting confused. Try to remove the Plack::Handler::Apache2->preload line and make MaxRequestsPerChild 1 ? From theitsmith at gmail.com Thu Mar 3 22:27:17 2011 From: theitsmith at gmail.com (Thomas Smith) Date: Thu, 3 Mar 2011 20:27:17 -0700 Subject: [rt-users] Status of AssetTracker? Message-ID: Hi, I am considering using AssetTracker in 3.8.8 but it looks like development has stalled, at least from what I can see at the two or three sites that seem to be hosting its code. Does anyone know if this is still being developed or maintained? ~ Tom From todd at chaka.net Thu Mar 3 22:58:42 2011 From: todd at chaka.net (Todd Chapman) Date: Thu, 3 Mar 2011 22:58:42 -0500 Subject: [rt-users] Status of AssetTracker? In-Reply-To: References: Message-ID: Hi Tom, Strange that you should ask this now. I just announced the imminent release or Asset Tracker 2.0b1 on the at-users and at-announce mailing lists. The definitive site for Asset Tracker is now github: https://github.com/chakatodd/rt-extension-assettracker Check out the wiki for more information on the new release: https://github.com/chakatodd/rt-extension-assettracker/wiki -Todd On Thu, Mar 3, 2011 at 10:27 PM, Thomas Smith wrote: > Hi, > > I am considering using AssetTracker in 3.8.8 but it looks like > development has stalled, at least from what I can see at the two or > three sites that seem to be hosting its code. > > Does anyone know if this is still being developed or maintained? > > ~ Tom > From jasonm at kelman.com Fri Mar 4 00:55:11 2011 From: jasonm at kelman.com (Jason Marshall) Date: Thu, 3 Mar 2011 22:55:11 -0700 (MST) Subject: [rt-users] Promoting a user who was autocreated to "real user" status... Message-ID: Maybe it's just late and I'm having brain fade, but Google is failing me right now. Maybe what I hope to do is impossible, though it seems like something people would want to do. I've got a user, let's call her "Annie". She has submitted tickets via email to at least one queue, so she has an account in the Users table. Now I'm setting up another queue which I need her to have privileges in. I tried to create an "annie" account the manual way, and it says her email address is already in use, which is of course quite true. So how do I now "promote" her so I can grant her some rights? For now I just created an account with an alternate email address, but I can see this coming up a lot. Again, my apologies if this is incredibly obvious. I find that quite a few simple things in RT3 confound me, so this is just another one to add to the list if that's the case. But I still think it's pretty awesome. Thanks in advance! PS. I'm using v3.8.8 if it matters. --- Jason Marshall, IT Manager, Kelman Technologies, Inc., Calgary, AB, Canada. From a Sun Microsystems bug report (#4102680): "Workaround: don't pound on the mouse like a wild monkey." "I have great faith in fools: Self confidence my friends call it." -Edgar Allan Poe From fireskyer at gmx.de Fri Mar 4 02:47:18 2011 From: fireskyer at gmx.de (john s.) Date: Thu, 3 Mar 2011 23:47:18 -0800 (PST) Subject: [rt-users] Deactivate User Nobody In-Reply-To: <20110303142927.GA95513@jibsheet.com> References: <31057111.post@talk.nabble.com> <20110303135612.GT8169@aart.is.rice.edu> <20110303142927.GA95513@jibsheet.com> Message-ID: <31065525.post@talk.nabble.com> What are you trying to gain from this change? Nobody should use the nobodyuser to declarate the ticket created by nobody thats the reason any other proper suggestions for that? -- View this message in context: http://old.nabble.com/Deactivate-User-Nobody-tp31057111p31065525.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From fireskyer at gmx.de Fri Mar 4 02:56:39 2011 From: fireskyer at gmx.de (john s.) Date: Thu, 3 Mar 2011 23:56:39 -0800 (PST) Subject: [rt-users] Text Template for Tickets In-Reply-To: <31058514.post@talk.nabble.com> References: <31058514.post@talk.nabble.com> Message-ID: <31065566.post@talk.nabble.com> john s. wrote: > > Hello everybody > > > I would like to use a Text Template for a an specific Ticket mask with > fields like some, or how, how much does it cost and some specific Layout > adjustments etc.. > > But i dont't want to use Custom Fields. > > > Any chance to realise this ? > > > best regards john > > > > > > > > > > > -- View this message in context: http://old.nabble.com/Text-Template-for-Tickets-tp31058514p31065566.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From robert.wysocki at contium.pl Fri Mar 4 03:38:07 2011 From: robert.wysocki at contium.pl (Robert Wysocki) Date: Fri, 04 Mar 2011 09:38:07 +0100 Subject: [rt-users] ExternalAuth doesn't work In-Reply-To: <435CB3214F92FD4E8E5CEEB86A20440240FB2614DE@MAILBOX.tbcnet.biltmore.com> References: <1299164338.2087.11.camel@rmwysocki> <4D6FAD16.8020808@bestpractical.com> <1299164743.2087.13.camel@rmwysocki> <1299165488.2087.15.camel@rmwysocki> <435CB3214F92FD4E8E5CEEB86A20440240FB2614DE@MAILBOX.tbcnet.biltmore.com> Message-ID: <1299227887.2126.2.camel@rmwysocki> Dnia 2011-03-03, czw o godzinie 10:25 -0500, Jason Ledford pisze: > Did you configure the plugin to load and does RT show it being loaded, and has apache been restarted? Here are my 2 config files, RT-authen first: Thanks for the config files. Plugin is configured to load, but RT doesn't show any plugins being loaded. All of the plugins configured to load work fine except ExternalAuth. I've tried with SSL, without SSL, with port number, without it and everything fails. -- Robert From fireskyer at gmx.de Fri Mar 4 03:45:56 2011 From: fireskyer at gmx.de (john s.) Date: Fri, 4 Mar 2011 00:45:56 -0800 (PST) Subject: [rt-users] Cloning Solutions which work with version 3.8.8 Message-ID: <31065802.post@talk.nabble.com> Good morning System: Linux Ubuntu Server 10.04 RT Version: 3.8.8 with modperl I'm going to use some Solutions to clone or copy some Queues... so the creation of new queues would be much easier. Has someone any experience with tools which work well done? best regards john -- View this message in context: http://old.nabble.com/Cloning-Solutions-which-work-with-version-3.8.8-tp31065802p31065802.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From robert.wysocki at contium.pl Fri Mar 4 03:48:44 2011 From: robert.wysocki at contium.pl (Robert Wysocki) Date: Fri, 04 Mar 2011 09:48:44 +0100 Subject: [rt-users] ExternalAuth doesn't work In-Reply-To: <1299227887.2126.2.camel@rmwysocki> References: <1299164338.2087.11.camel@rmwysocki> <4D6FAD16.8020808@bestpractical.com> <1299164743.2087.13.camel@rmwysocki> <1299165488.2087.15.camel@rmwysocki> <435CB3214F92FD4E8E5CEEB86A20440240FB2614DE@MAILBOX.tbcnet.biltmore.com> <1299227887.2126.2.camel@rmwysocki> Message-ID: <1299228524.2126.6.camel@rmwysocki> Dnia 2011-03-04, pi? o godzinie 09:38 +0100, Robert Wysocki pisze: > Dnia 2011-03-03, czw o godzinie 10:25 -0500, Jason Ledford pisze: > > Did you configure the plugin to load and does RT show it being loaded, and has apache been restarted? Here are my 2 config files, RT-authen first: > > Thanks for the config files. > Plugin is configured to load, but RT doesn't show any plugins being > loaded. All of the plugins configured to load work fine except > ExternalAuth. > I've tried with SSL, without SSL, with port number, without it and > everything fails. OK, solved. The problem was: Set($ExternalAuthPriority, [ 'LDAP1', 'LDAP2' ] ); although syntactically OK, should be: Set($ExternalAuthPriority, [ 'LDAP1', 'LDAP2' ] ); And the same with ExternalInfoPriority. -- Robert From ruz at bestpractical.com Fri Mar 4 04:06:16 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Fri, 4 Mar 2011 12:06:16 +0300 Subject: [rt-users] Deactivate User Nobody In-Reply-To: <31065525.post@talk.nabble.com> References: <31057111.post@talk.nabble.com> <20110303135612.GT8169@aart.is.rice.edu> <20110303142927.GA95513@jibsheet.com> <31065525.post@talk.nabble.com> Message-ID: Hi, User "nobody" been there for ages and only purpose of this user is to be Owner of tickets that are no owned by a real person. And it's only way RT core uses this user record. On Fri, Mar 4, 2011 at 10:47 AM, john s. wrote: > > > What are you trying to gain from this change? > > > Nobody should use the ?nobodyuser to declarate the ticket created by ?nobody > > thats the reason > > > any other proper suggestions for that? > -- > View this message in context: http://old.nabble.com/Deactivate-User-Nobody-tp31057111p31065525.html > Sent from the Request Tracker - User mailing list archive at Nabble.com. > > -- Best regards, Ruslan. From Raed.El-Hames at daisygroupplc.com Fri Mar 4 05:14:50 2011 From: Raed.El-Hames at daisygroupplc.com (Raed El-Hames) Date: Fri, 4 Mar 2011 10:14:50 +0000 Subject: [rt-users] Promoting a user who was autocreated to "real user" status... In-Reply-To: References: Message-ID: <892593C9CA8E25458C440A63DDC6774D0D6FB3@DG-HEXMBX02.daisy.group> Search users for her email address .. Then edit the entry found for her details giving her the appropriate rights, privilege etc. You will be able to change the user name if you wish. Roy > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- > bounces at lists.bestpractical.com] On Behalf Of Jason Marshall > Sent: 04 March 2011 05:55 > To: rt-users at lists.bestpractical.com > Subject: [rt-users] Promoting a user who was autocreated to "real user" > status... > > Maybe it's just late and I'm having brain fade, but Google is failing me > right now. Maybe what I hope to do is impossible, though it seems like > something people would want to do. > > I've got a user, let's call her "Annie". She has submitted tickets via > email to at least one queue, so she has an account in the Users table. > > Now I'm setting up another queue which I need her to have privileges in. > I tried to create an "annie" account the manual way, and it says her email > address is already in use, which is of course quite true. > > So how do I now "promote" her so I can grant her some rights? > > For now I just created an account with an alternate email address, but I > can see this coming up a lot. > > Again, my apologies if this is incredibly obvious. I find that quite a > few simple things in RT3 confound me, so this is just another one to add > to the list if that's the case. But I still think it's pretty awesome. > > Thanks in advance! > > PS. I'm using v3.8.8 if it matters. > > --- > Jason Marshall, IT Manager, Kelman Technologies, Inc., Calgary, AB, > Canada. > > From a Sun Microsystems bug report (#4102680): > "Workaround: don't pound on the mouse like a wild monkey." > > "I have great faith in fools: > Self confidence my friends call it." -Edgar Allan Poe From ruz at bestpractical.com Fri Mar 4 06:24:37 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Fri, 4 Mar 2011 14:24:37 +0300 Subject: [rt-users] ExternalAuth doesn't work In-Reply-To: <1299228524.2126.6.camel@rmwysocki> References: <1299164338.2087.11.camel@rmwysocki> <4D6FAD16.8020808@bestpractical.com> <1299164743.2087.13.camel@rmwysocki> <1299165488.2087.15.camel@rmwysocki> <435CB3214F92FD4E8E5CEEB86A20440240FB2614DE@MAILBOX.tbcnet.biltmore.com> <1299227887.2126.2.camel@rmwysocki> <1299228524.2126.6.camel@rmwysocki> Message-ID: On Fri, Mar 4, 2011 at 11:48 AM, Robert Wysocki wrote: > Dnia 2011-03-04, pi? o godzinie 09:38 +0100, Robert Wysocki pisze: >> Dnia 2011-03-03, czw o godzinie 10:25 -0500, Jason Ledford pisze: >> > Did you configure the plugin to load and does RT show it being loaded, and has apache been restarted? ?Here are my 2 config files, RT-authen first: >> >> Thanks for the config files. >> Plugin is configured to load, but RT doesn't show any plugins being >> loaded. All of the plugins configured to load work fine except >> ExternalAuth. >> I've tried with SSL, without SSL, with port number, without it and >> everything fails. > > OK, solved. > > The problem was: > Set($ExternalAuthPriority, ?[ > ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ?'LDAP1', > ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ?'LDAP2' > ? ? ? ? ? ? ? ? ? ? ? ? ? ?] > ); > > although syntactically OK, should be: > > Set($ExternalAuthPriority, ?[ ? 'LDAP1', > ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ?'LDAP2' > ? ? ? ? ? ? ? ? ? ? ? ? ? ?] > ); > > And the same with ExternalInfoPriority. Only difference I see is in spaces and those spaces changes don't change meaning. It was something else. > > -- > Robert > > -- Best regards, Ruslan. From ruz at bestpractical.com Fri Mar 4 06:31:50 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Fri, 4 Mar 2011 14:31:50 +0300 Subject: [rt-users] Sending gpg-encrypted mails via cli In-Reply-To: <20110303202609.GC11647@inferno.nadir.org> References: <20110303202609.GC11647@inferno.nadir.org> Message-ID: Hello, RT owner recieves a mail based on 'Error to RT owner: public key' template. I believe setting empty content in 'Error: public key' template would disable emails to recipients. On Thu, Mar 3, 2011 at 11:26 PM, christoph wrote: > Hi, > > when trying to send an encrypted mail to somebody whose key is not present in > rt, the Webfrontend shows a nice error and explains everything. > But when you send an email via the rt cli, the recipient > gets an awful email telling him that he didn't get a mail: >> You received this message as we have no your public PGP key >> or we have a problem with your key. Inform the administrator about the problem. > > Is there any way to intercept errors and tell the user instead of > sending mails ? > Even setting the To: in the template does not help. The recipient still > gets this mail. I Thought the mail would be sent to the Address I set in > the Template. > > Cheers, > ?Christoph > > -- > GPG-Key: http://www.kluenter.de/chris.gpg > GPG-Fingerprint: 88DA B106 D973 B2AF 7CCB ?725A F76C 803C 758F 71C0 > -- Best regards, Ruslan. From robert.wysocki at contium.pl Fri Mar 4 06:36:40 2011 From: robert.wysocki at contium.pl (Robert Wysocki) Date: Fri, 04 Mar 2011 12:36:40 +0100 Subject: [rt-users] ExternalAuth doesn't work In-Reply-To: References: <1299164338.2087.11.camel@rmwysocki> <4D6FAD16.8020808@bestpractical.com> <1299164743.2087.13.camel@rmwysocki> <1299165488.2087.15.camel@rmwysocki> <435CB3214F92FD4E8E5CEEB86A20440240FB2614DE@MAILBOX.tbcnet.biltmore.com> <1299227887.2126.2.camel@rmwysocki> <1299228524.2126.6.camel@rmwysocki> Message-ID: <1299238600.2126.9.camel@rmwysocki> Dnia 2011-03-04, pi? o godzinie 14:24 +0300, Ruslan Zakirov pisze: > Only difference I see is in spaces and those spaces changes don't > change meaning. It was something else. I am tottaly aware that both notations are OK (with enter after [ and without it), but it was the only thing I've changed. But maybe I've had some special characters at the end of the line that didn't show up in the editor, who knows. -- Robert From ruz at bestpractical.com Fri Mar 4 08:21:15 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Fri, 4 Mar 2011 16:21:15 +0300 Subject: [rt-users] Ticket graphing bug? In-Reply-To: References: Message-ID: Hi, Main type of links is type that is used to build main graph, only such links are followed recursively. Once main graph is built by following links of the main type then graph expanded with all additional types for every node in the main graph. Suggest clear wording if you have any. On Thu, Mar 3, 2011 at 7:15 PM, Todd Chapman wrote: > Does anyone have some insight into this? Any help is appreciated. > > On Tue, Mar 1, 2011 at 10:12 PM, Todd Chapman wrote: >> Hi all, >> >> I am trying to understand ticket graphing behavior. Example ticket relations: >> >> A -> RefersTo -> B -> DependsOn -> C >> >> If you graph A with "Show as well" selecting ALL link types and "Main >> type of links" set to "RefersTo" then all 3 tickets a graphed. >> >> If you graph A with "Show as well" selecting ALL link types and "Main >> type of links" set to ANY other link type, only A and B are graphed. >> >> What is meant by "Main type of links" and why does it affect graphing like this? >> >> My goal is to graph all tickets related to the main ticket, now matter >> what link type or an what link depth. >> >> Thanks! >> >> -Todd >> > -- Best regards, Ruslan. From ruz at bestpractical.com Fri Mar 4 08:29:37 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Fri, 4 Mar 2011 16:29:37 +0300 Subject: [rt-users] BCC emails on Comment In-Reply-To: <01f601cbd8bc$b846a580$28d3f080$@com> References: <01f601cbd8bc$b846a580$28d3f080$@com> Message-ID: Hi, What you're describing is something you configured. It may be a global scrip, it may be a queue specific scrip or it may be a hack in a template. Email people recieve and that recorded in ticket's history has MessageId header field that contains scrip id that generated notification. Decypher it, find scrip and probably you'll get your answer. On Wed, Mar 2, 2011 at 12:32 PM, Gregory Okoth wrote: > Hi RT Community, > > I need a clarification with regards to BCC emails. I am using RT 3.8.8 on > CentOS 5.5, mysql, postfix > > > > When adding comments on tickets and using the Update Ticket button, it > sends to those on CC for the queue under which the ticket belongs to, as > well as the Originator, as BCC mail. > > > > I want only Administrative CC [*or better still, the Owner*] to receive > email on this updated ticket. Those in CC for a particular queue are in > other departments [*read external*], and these emails go to them in BCC. > Want to stop this. Do I change using templates or Scrips. > > > > If its on Scrips, I changed *On Comment Notify Other Recipeints* to below, > but its still not working. Please help > > > > > > > > Regards, > > Gregory > -- Best regards, Ruslan. -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image003.jpg Type: image/jpeg Size: 19525 bytes Desc: not available URL: From christoph at kluenter.de Fri Mar 4 08:41:48 2011 From: christoph at kluenter.de (Christoph Kluenter) Date: Fri, 4 Mar 2011 14:41:48 +0100 Subject: [rt-users] Sending gpg-encrypted mails via cli In-Reply-To: References: <20110303202609.GC11647@inferno.nadir.org> Message-ID: <20110304134148.GA32283@lab.colodeck.de> Hi Ruslan, * Am Fri, Mar 04, 2011 at 02:31:50PM +0300 , schrieb Ruslan Zakirov: > Hello, > > RT owner recieves a mail based on 'Error to RT owner: public key' template. > > I believe setting empty content in 'Error: public key' template would > disable emails to recipients. I deleted the content of the template and received an empty email. No Subject, no body. Do you know any other way to disable sending error-messages to users ? Cheers, Christoph > > On Thu, Mar 3, 2011 at 11:26 PM, christoph wrote: > > Hi, > > > > when trying to send an encrypted mail to somebody whose key is not present in > > rt, the Webfrontend shows a nice error and explains everything. > > But when you send an email via the rt cli, the recipient > > gets an awful email telling him that he didn't get a mail: > >> You received this message as we have no your public PGP key > >> or we have a problem with your key. Inform the administrator about the problem. > > > > Is there any way to intercept errors and tell the user instead of > > sending mails ? > > Even setting the To: in the template does not help. The recipient still > > gets this mail. I Thought the mail would be sent to the Address I set in > > the Template. > > > > Cheers, > > ?Christoph > > > > -- > > GPG-Key: http://www.kluenter.de/chris.gpg > > GPG-Fingerprint: 88DA B106 D973 B2AF 7CCB ?725A F76C 803C 758F 71C0 > > > > > > -- > Best regards, Ruslan. From ruz at bestpractical.com Fri Mar 4 08:44:20 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Fri, 4 Mar 2011 16:44:20 +0300 Subject: [rt-users] Login Error and External Auth problem In-Reply-To: <435CB3214F92FD4E8E5CEEB86A20440240FB2614C6@MAILBOX.tbcnet.biltmore.com> References: <435CB3214F92FD4E8E5CEEB86A20440240FB261439@MAILBOX.tbcnet.biltmore.com> <20110303142611.GY95513@jibsheet.com> <435CB3214F92FD4E8E5CEEB86A20440240FB26149F@MAILBOX.tbcnet.biltmore.com> <435CB3214F92FD4E8E5CEEB86A20440240FB2614C6@MAILBOX.tbcnet.biltmore.com> Message-ID: On Thu, Mar 3, 2011 at 6:07 PM, Jason Ledford wrote: > Yep, that did it. > > As for the rest of my problem, is that a harmless error? > "We opened /dev/null to protect FD #1, but descriptor #1 is already occupied at /opt/rt3/bin/webmux.pl line 78. (/opt/rt3/bin/webmux.pl:78)" > > I noticed that I get it when just opening the page, no login or anything. It's harmless under specific conditions. I suspect you're using mod_perl2. Read comment near line 78 in webmux.pl file. If it's mod_perl with prefork MPM then I recommend to use SetHandler modperl instead of SetHandler perl-script in your apache config. This error should go away and as well as problems with multiple timezones support in the web ui. Also, issue is fixed in mod_perl 2.0.5 -- Best regards, Ruslan. From ruz at bestpractical.com Fri Mar 4 08:46:10 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Fri, 4 Mar 2011 16:46:10 +0300 Subject: [rt-users] Sending gpg-encrypted mails via cli In-Reply-To: <20110304134148.GA32283@lab.colodeck.de> References: <20110303202609.GC11647@inferno.nadir.org> <20110304134148.GA32283@lab.colodeck.de> Message-ID: Hack lib/RT/Interface/Email.pm, just comment out the code. On Fri, Mar 4, 2011 at 4:41 PM, Christoph Kluenter wrote: > Hi Ruslan, > > * Am Fri, Mar 04, 2011 at 02:31:50PM +0300 , schrieb Ruslan Zakirov: >> Hello, >> >> RT owner recieves a mail based on 'Error to RT owner: public key' template. >> >> I believe setting empty content in 'Error: public key' template would >> disable emails to recipients. > I deleted the content of the template and received an empty email. > No Subject, no body. > Do you know any other way to disable sending error-messages to users ? > > Cheers, > ?Christoph > > >> >> On Thu, Mar 3, 2011 at 11:26 PM, christoph wrote: >> > Hi, >> > >> > when trying to send an encrypted mail to somebody whose key is not present in >> > rt, the Webfrontend shows a nice error and explains everything. >> > But when you send an email via the rt cli, the recipient >> > gets an awful email telling him that he didn't get a mail: >> >> You received this message as we have no your public PGP key >> >> or we have a problem with your key. Inform the administrator about the problem. >> > >> > Is there any way to intercept errors and tell the user instead of >> > sending mails ? >> > Even setting the To: in the template does not help. The recipient still >> > gets this mail. I Thought the mail would be sent to the Address I set in >> > the Template. >> > >> > Cheers, >> > ?Christoph >> > >> > -- >> > GPG-Key: http://www.kluenter.de/chris.gpg >> > GPG-Fingerprint: 88DA B106 D973 B2AF 7CCB ?725A F76C 803C 758F 71C0 >> > >> >> >> >> -- >> Best regards, Ruslan. > -- Best regards, Ruslan. From gsollazz at sgul.ac.uk Fri Mar 4 09:17:13 2011 From: gsollazz at sgul.ac.uk (Giuseppe Sollazzo) Date: Fri, 04 Mar 2011 14:17:13 +0000 Subject: [rt-users] Refresh interval on RT 3.8.7 Message-ID: <4D70F469.8040202@sgul.ac.uk> Hi all, I was looking for a way to set up a global refresh interval for the pages with tickets/searches and I found on the wiki that from version 3.8.3 I can setup Set($HomepageRefreshInterval, "300"); Set($SearchResultsRefreshInterval, "20"); in RT_SiteConfig.pm. However, even upon reloading the pages (with a logout) doesn't change the "refresh" component shown in the homepage. We run RT 3.8.7 so there shouldn't be compatibility issues. Am I missing something? 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 yan at seiner.com Fri Mar 4 09:23:20 2011 From: yan at seiner.com (Yan Seiner) Date: Fri, 04 Mar 2011 06:23:20 -0800 Subject: [rt-users] Search for tickets with unread comments In-Reply-To: <20110303163521.GB95513@jibsheet.com> References: <20110303163521.GB95513@jibsheet.com> Message-ID: <4D70F5D8.7090508@seiner.com> Kevin Falcone wrote: > On Thu, Mar 03, 2011 at 07:42:35AM -0800, Yan Seiner wrote: > >> I'm trying to come up with a search for "my tickets with unread comments" >> and I'm failing.... >> >> What I'd like to do is have a list of tickets that have been updated since >> the last time I looked at them show up on the dashboard. >> >> How can I do that? >> > > Try adding UpdateStatus to the format of your saved search, it works > in conjunction with the ShowUnreadMessages configuration variable. > You'll likely want to order your search by last updated to make that > more useful. > That does in fact add a "New Messages" to my saved search... But it doesn't work (or at least not work the way I would have expected.) Let me explain the scenario I'm working on: I have some 20 people actively using RT to keep track of work in progress. Roughly 5 are office and 15 are field crews. I expect people from outside RT email comments to the general support email address, or to contact someone in higher management, who will then add a comment to the ticket. These comments are typically about our field crews. When someone emails a response, we have to answer fairly quickly. I would like RT to flag any tickets where there are new comments so that the office crews can get on top of the situation quickly and deal with it. In other words, any ticket with new comments should be flagged as more urgent, or higher priority, than any other ticket. Back to the "New Messages" behavior - it doesn't do that. It says "No" even if a new emailed comment appears. Is there a way to get the behavior I want? -- 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 electronics are Taiwanese. My rifle is Czech. My shoes are Chinese. My math is Arabic, my writing Latin. And you complain that your neighbor is Mexican? From falcone at bestpractical.com Fri Mar 4 09:38:14 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 4 Mar 2011 09:38:14 -0500 Subject: [rt-users] Search for tickets with unread comments In-Reply-To: <4D70F5D8.7090508@seiner.com> References: <20110303163521.GB95513@jibsheet.com> <4D70F5D8.7090508@seiner.com> Message-ID: <20110304143814.GC95513@jibsheet.com> > Back to the "New Messages" behavior - it doesn't do that. It says > "No" even if a new emailed comment appears. Is there a way to get > the behavior I want? Are you the one updating the ticket? That isn't a valid test case. But honestly, it sounds like you want to order by LastUpdated and show LastUpdatedBy so that you can tell if an external customer updated a ticket. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From yan at seiner.com Fri Mar 4 09:41:16 2011 From: yan at seiner.com (Yan Seiner) Date: Fri, 04 Mar 2011 06:41:16 -0800 Subject: [rt-users] Search for tickets with unread comments In-Reply-To: <20110304143814.GC95513@jibsheet.com> References: <20110303163521.GB95513@jibsheet.com> <4D70F5D8.7090508@seiner.com> <20110304143814.GC95513@jibsheet.com> Message-ID: <4D70FA0C.7080106@seiner.com> Kevin Falcone wrote: >> Back to the "New Messages" behavior - it doesn't do that. It says >> "No" even if a new emailed comment appears. Is there a way to get >> the behavior I want? >> > > Are you the one updating the ticket? That isn't a valid test case. > The test case was a requester updating the ticket. > But honestly, it sounds like you want to order by LastUpdated and show > LastUpdatedBy so that you can tell if an external customer updated a > ticket. > OK, I'll give it a try. Thanks! -- 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 electronics are Taiwanese. My rifle is Czech. My shoes are Chinese. My math is Arabic, my writing Latin. And you complain that your neighbor is Mexican? From ktm at rice.edu Fri Mar 4 09:46:36 2011 From: ktm at rice.edu (Kenneth Marshall) Date: Fri, 4 Mar 2011 08:46:36 -0600 Subject: [rt-users] Search for tickets with unread comments In-Reply-To: <4D70FA0C.7080106@seiner.com> References: <20110303163521.GB95513@jibsheet.com> <4D70F5D8.7090508@seiner.com> <20110304143814.GC95513@jibsheet.com> <4D70FA0C.7080106@seiner.com> Message-ID: <20110304144636.GF8169@aart.is.rice.edu> On Fri, Mar 04, 2011 at 06:41:16AM -0800, Yan Seiner wrote: > Kevin Falcone wrote: >>> Back to the "New Messages" behavior - it doesn't do that. It says >>> "No" even if a new emailed comment appears. Is there a way to get >>> the behavior I want? >>> >> >> Are you the one updating the ticket? That isn't a valid test case. >> > The test case was a requester updating the ticket. > > >> But honestly, it sounds like you want to order by LastUpdated and show >> LastUpdatedBy so that you can tell if an external customer updated a >> ticket. >> > OK, I'll give it a try. Thanks! > Yan, I have not tried it yet, but this looks like it would do what you want and mark tickets that have new replies: http://requesttracker.wikia.com/wiki/ShowStatusInColor Cheers, Ken From falcone at bestpractical.com Fri Mar 4 09:50:24 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 4 Mar 2011 09:50:24 -0500 Subject: [rt-users] Refresh interval on RT 3.8.7 In-Reply-To: <4D70F469.8040202@sgul.ac.uk> References: <4D70F469.8040202@sgul.ac.uk> Message-ID: <20110304145024.GD95513@jibsheet.com> On Fri, Mar 04, 2011 at 02:17:13PM +0000, Giuseppe Sollazzo wrote: > Hi all, > I was looking for a way to set up a global refresh interval for the > pages with tickets/searches and I found on the wiki that from > version 3.8.3 I can setup > > Set($HomepageRefreshInterval, "300"); > Set($SearchResultsRefreshInterval, "20"); > > in RT_SiteConfig.pm. > > However, even upon reloading the pages (with a logout) doesn't > change the "refresh" component shown in the homepage. We run RT > 3.8.7 so there shouldn't be compatibility issues. At least one of those is spelled wrong, you should consult RT_Config.pm for spelling and documentation. Also, keep in mind that these are available as user preferences and may be overriding the global setting. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From greylisted at gmail.com Fri Mar 4 10:06:58 2011 From: greylisted at gmail.com (Michael Polivanov) Date: Fri, 4 Mar 2011 16:06:58 +0100 Subject: [rt-users] Session take over while using RT::Authen::External In-Reply-To: <4D6FED3B.5000506@bestpractical.com> References: <4D6FD8E7.9070707@bestpractical.com> <4D6FE791.8020408@bestpractical.com> <4D6FED3B.5000506@bestpractical.com> Message-ID: We have now tested it without proxy: same result, same problem. Can this be a FastCGI issue? From barnesaw at UCMAIL.UC.EDU Fri Mar 4 10:12:27 2011 From: barnesaw at UCMAIL.UC.EDU (Barnes, Andrew (barnesaw)) Date: Fri, 4 Mar 2011 10:12:27 -0500 Subject: [rt-users] Cloning Solutions which work with version 3.8.8 In-Reply-To: <31065802.post@talk.nabble.com> Message-ID: On 3/4/11 3:45 AM, "john s." wrote: > >Good morning > >System: Linux Ubuntu Server 10.04 >RT Version: 3.8.8 with modperl > > >I'm going to use some Solutions to clone or copy some Queues... >so the creation of new queues would be much easier. > > >Has someone any experience with tools which work well done? > > >best regards john RT:Extension::QueueWizard -- Drew Barnes Applications Analyst Network Resources Dept. Raymond Walters College > From trs at bestpractical.com Fri Mar 4 11:09:02 2011 From: trs at bestpractical.com (Thomas Sibley) Date: Fri, 04 Mar 2011 11:09:02 -0500 Subject: [rt-users] Session take over while using RT::Authen::External In-Reply-To: References: <4D6FD8E7.9070707@bestpractical.com> <4D6FE791.8020408@bestpractical.com> <4D6FED3B.5000506@bestpractical.com> Message-ID: <4D710E9E.2080902@bestpractical.com> On 04 Mar 2011 10:06, Michael Polivanov wrote: > We have now tested it without proxy: same result, same problem. Can > this be a FastCGI issue? 1) Can you send your entire Apache config (not just the RT vhost part)? Private mail to me is fine if you don't want to share it with the list. 2) Start up wireshark or tcpdump and see where and when the second workstation gets the cookie. Thomas From slander at hearstsc.com Fri Mar 4 11:50:28 2011 From: slander at hearstsc.com (Lander, Scott) Date: Fri, 4 Mar 2011 11:50:28 -0500 Subject: [rt-users] Refresh interval on RT 3.8.7 In-Reply-To: <20110304145024.GD95513@jibsheet.com> References: <4D70F469.8040202@sgul.ac.uk> <20110304145024.GD95513@jibsheet.com> Message-ID: <23EF65A707920D44A66C965E094412BC1963DBDD1A@RCLTEXCMS02.resource.hearstcorp.com> Also, If I remember right, changes to RT_SiteConfig require an Apache restart.... -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: Friday, March 04, 2011 9:50 AM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Refresh interval on RT 3.8.7 On Fri, Mar 04, 2011 at 02:17:13PM +0000, Giuseppe Sollazzo wrote: > Hi all, > I was looking for a way to set up a global refresh interval for the > pages with tickets/searches and I found on the wiki that from version > 3.8.3 I can setup > > Set($HomepageRefreshInterval, "300"); > Set($SearchResultsRefreshInterval, "20"); > > in RT_SiteConfig.pm. > > However, even upon reloading the pages (with a logout) doesn't change > the "refresh" component shown in the homepage. We run RT > 3.8.7 so there shouldn't be compatibility issues. At least one of those is spelled wrong, you should consult RT_Config.pm for spelling and documentation. Also, keep in mind that these are available as user preferences and may be overriding the global setting. -kevin ------------------------------------------------------------------------------------ This e-mail message is intended only for the personal use of the recipient(s) named above. If you are not an intended recipient, you may not review, copy or distribute this message. If you have received this communication in error, please notify the Hearst Service Center (cadmin at hearstsc.com) immediately by email and delete the original message. ------------------------------------------------------------------------------------ From gsollazz at sgul.ac.uk Fri Mar 4 11:51:00 2011 From: gsollazz at sgul.ac.uk (Giuseppe Sollazzo) Date: Fri, 04 Mar 2011 16:51:00 +0000 Subject: [rt-users] Refresh interval on RT 3.8.7 In-Reply-To: <23EF65A707920D44A66C965E094412BC1963DBDD1A@RCLTEXCMS02.resource.hearstcorp.com> References: <4D70F469.8040202@sgul.ac.uk> <20110304145024.GD95513@jibsheet.com> <23EF65A707920D44A66C965E094412BC1963DBDD1A@RCLTEXCMS02.resource.hearstcorp.com> Message-ID: <4D711874.1040100@sgul.ac.uk> Yep, done that too to no luck. Giuseppe On 04/03/11 16:50, Lander, Scott wrote: > Also, If I remember right, changes to RT_SiteConfig require an Apache restart.... > > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone > Sent: Friday, March 04, 2011 9:50 AM > To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Refresh interval on RT 3.8.7 > > On Fri, Mar 04, 2011 at 02:17:13PM +0000, Giuseppe Sollazzo wrote: >> Hi all, >> I was looking for a way to set up a global refresh interval for the >> pages with tickets/searches and I found on the wiki that from version >> 3.8.3 I can setup >> >> Set($HomepageRefreshInterval, "300"); >> Set($SearchResultsRefreshInterval, "20"); >> >> in RT_SiteConfig.pm. >> >> However, even upon reloading the pages (with a logout) doesn't change >> the "refresh" component shown in the homepage. We run RT >> 3.8.7 so there shouldn't be compatibility issues. > At least one of those is spelled wrong, you should consult RT_Config.pm for spelling and documentation. > Also, keep in mind that these are available as user preferences and may be overriding the global setting. > > -kevin > ------------------------------------------------------------------------------------ > This e-mail message is intended only for the personal use of the recipient(s) named above. If you are not an intended recipient, you may not review, copy or distribute this message. If you have received this communication in error, please notify the Hearst Service Center (cadmin at hearstsc.com) immediately by email and delete the original message. > ------------------------------------------------------------------------------------ > -- ____________________________________ 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 yan at seiner.com Fri Mar 4 11:59:59 2011 From: yan at seiner.com (Yan Seiner) Date: Fri, 04 Mar 2011 08:59:59 -0800 Subject: [rt-users] Search for tickets with unread comments In-Reply-To: <20110304143814.GC95513@jibsheet.com> References: <20110303163521.GB95513@jibsheet.com> <4D70F5D8.7090508@seiner.com> <20110304143814.GC95513@jibsheet.com> Message-ID: <4D711A8F.1020502@seiner.com> Kevin Falcone wrote: > But honestly, it sounds like you want to order by LastUpdated and show > LastUpdatedBy so that you can tell if an external customer updated a > ticket. > > For posterity, here's my solution. I split "My tickets" into two searches; one for "Newest tickets updated by me" Owner = '__CurrentUser__' AND LastUpdatedBy = '__CurrentUser__' AND ( Status = 'open' OR Status = 'stalled' OR Status = 'new' ) and the other for "Newest tickets updated by others" Owner = '__CurrentUser__' AND LastUpdatedBy != '__CurrentUser__' I left off the status from this search because it is possible for an outsider to update a closed ticket by email. It won't show up on the dashboard and then I have a pissed off [manager | citizen] to deal with. I also added a third search for "Recently closed tickets" so we know what tickets are closed. This works for me. --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 electronics are Taiwanese. My rifle is Czech. My shoes are Chinese. My math is Arabic, my writing Latin. And you complain that your neighbor is Mexican? From BOlszewski at theprivatebank.com Fri Mar 4 12:46:47 2011 From: BOlszewski at theprivatebank.com (Brandon Olszewski) Date: Fri, 4 Mar 2011 11:46:47 -0600 Subject: [rt-users] rt-mailgate rejects incoming email Message-ID: I have a new install of RT 3.8.9 running on SLES11, and I cannot get incoming emails to update/create tickets. I'm using postfix for email routing. Outgoing mail works (all mail routed to an Exchange smarthost). I put a debug switch in my aliases file and the error generated by an incoming email is: [error] Couldn't find sender's address (/opt/rt3/bin/../lib/RT/Interface/Email/Auth/MailFrom/pm:67) [error] Could not record email: Could not load a valid user (/opt/rt3/share/html/REST/1.0/noAuth/mail-gateway:75) >From what I understand, this error means that postfix received the email properly and passed it to rt-mailgate, which failed to parse a valid FROM email address from the headers thus rejecting the message. The only instance I've found of this error happing was resolved by adding "CreateTicket" permissions to the "Everyone" group in RT - I've done this to no avail. Linux version: 2.6.32.27-0.2-default Perl version: 5.10.0 built for x86_64-linux-thread-multi Non-standard configurations: Default http site redirects to https Additional module RT::Authen::ExternalAuth 0.08_01 - authenticates via LDAP against Active Directory - is working properly. Any advice would be much appreciated! ________________________________ The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and privileged material. Unauthorized review, use, disclosure, or distribution is prohibited. If you receive this material/information in error, please contact the sender and destroy the material/information. Email is not a secure form of communication and should not be used to transmit personal or confidential information such as account numbers, balance information, or wire transfer requests. The PrivateBank is not responsible for the security of sensitive information received by email. -------------- next part -------------- An HTML attachment was scrubbed... URL: From gsollazz at sgul.ac.uk Fri Mar 4 12:56:44 2011 From: gsollazz at sgul.ac.uk (Giuseppe Sollazzo) Date: Fri, 04 Mar 2011 17:56:44 +0000 Subject: [rt-users] rt-mailgate rejects incoming email In-Reply-To: References: Message-ID: <4D7127DC.6090409@sgul.ac.uk> Just a question... had the user authenticated at least once? If they aren't in the db or imported from ldap, there's no mention of them in the RT users db hence incoming e-mails can't create tickets. Giuseppe On 04/03/11 17:46, Brandon Olszewski wrote: > > I have a new install of RT 3.8.9 running on SLES11, and I cannot get > incoming emails to update/create tickets. I'm using postfix for email > routing. Outgoing mail works (all mail routed to an Exchange > smarthost). I put a debug switch in my aliases file and the error > generated by an incoming email is: > > [error] Couldn't find sender's address > (/opt/rt3/bin/../lib/RT/Interface/Email/Auth/MailFrom/pm:67) > > [error] Could not record email: Could not load a valid user > (/opt/rt3/share/html/REST/1.0/noAuth/mail-gateway:75) > > From what I understand, this error means that postfix received the > email properly and passed it to rt-mailgate, which failed to parse a > valid FROM email address from the headers thus rejecting the message. > > The only instance I've found of this error happing was resolved by > adding "CreateTicket" permissions to the "Everyone" group in RT -- > I've done this to no avail. > > Linux version: 2.6.32.27-0.2-default > > Perl version: 5.10.0 built for x86_64-linux-thread-multi > > Non-standard configurations: > > Default http site redirects to https > > Additional module RT::Authen::ExternalAuth 0.08_01 -- authenticates > via LDAP against Active Directory -- is working properly. > > Any advice would be much appreciated! > > > ------------------------------------------------------------------------ > The information transmitted is intended only for the person or entity > to which it is addressed and may contain confidential and privileged > material. Unauthorized review, use, disclosure, or distribution is > prohibited. If you receive this material/information in error, please > contact the sender and destroy the material/information. > > Email is not a secure form of communication and should not be used to > transmit personal or confidential information such as account numbers, > balance information, or wire transfer requests. The PrivateBank is not > responsible for the security of sensitive information received by email. -- ____________________________________ 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 -------------- next part -------------- An HTML attachment was scrubbed... URL: From trs at bestpractical.com Fri Mar 4 13:16:32 2011 From: trs at bestpractical.com (Thomas Sibley) Date: Fri, 04 Mar 2011 13:16:32 -0500 Subject: [rt-users] rt-mailgate rejects incoming email In-Reply-To: <4D7127DC.6090409@sgul.ac.uk> References: <4D7127DC.6090409@sgul.ac.uk> Message-ID: <4D712C80.6080603@bestpractical.com> On 04 Mar 2011 12:56, Giuseppe Sollazzo wrote: > > Just a question... had the user authenticated at least once? > If they aren't in the db or imported from ldap, there's no mention of > them in the RT users db hence incoming e-mails can't create tickets. That's not entirely correct. RT autocreates unprivileged users who send in email if the Everyone or Unprivileged system groups have the appropriate rights (CreateTicket or Comment/ReplyToTicket). Thomas From BOlszewski at theprivatebank.com Fri Mar 4 13:19:39 2011 From: BOlszewski at theprivatebank.com (Brandon Olszewski) Date: Fri, 4 Mar 2011 12:19:39 -0600 Subject: [rt-users] rt-mailgate rejects incoming email In-Reply-To: <4D7127DC.6090409@sgul.ac.uk> References: <4D7127DC.6090409@sgul.ac.uk> Message-ID: Yes - the user has authenticated a number of times, and opened a ticket via the web interface. I did verify that the proper email address was imported from AD to the RT database. From: Giuseppe Sollazzo [mailto:gsollazz at sgul.ac.uk] Sent: Friday, March 04, 2011 11:57 AM To: Brandon Olszewski Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] rt-mailgate rejects incoming email Just a question... had the user authenticated at least once? If they aren't in the db or imported from ldap, there's no mention of them in the RT users db hence incoming e-mails can't create tickets. Giuseppe On 04/03/11 17:46, Brandon Olszewski wrote: I have a new install of RT 3.8.9 running on SLES11, and I cannot get incoming emails to update/create tickets. I'm using postfix for email routing. Outgoing mail works (all mail routed to an Exchange smarthost). I put a debug switch in my aliases file and the error generated by an incoming email is: [error] Couldn't find sender's address (/opt/rt3/bin/../lib/RT/Interface/Email/Auth/MailFrom/pm:67) [error] Could not record email: Could not load a valid user (/opt/rt3/share/html/REST/1.0/noAuth/mail-gateway:75) >From what I understand, this error means that postfix received the email properly and passed it to rt-mailgate, which failed to parse a valid FROM email address from the headers thus rejecting the message. The only instance I've found of this error happing was resolved by adding "CreateTicket" permissions to the "Everyone" group in RT - I've done this to no avail. Linux version: 2.6.32.27-0.2-default Perl version: 5.10.0 built for x86_64-linux-thread-multi Non-standard configurations: Default http site redirects to https Additional module RT::Authen::ExternalAuth 0.08_01 - authenticates via LDAP against Active Directory - is working properly. Any advice would be much appreciated! ________________________________ The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and privileged material. Unauthorized review, use, disclosure, or distribution is prohibited. If you receive this material/information in error, please contact the sender and destroy the material/information. Email is not a secure form of communication and should not be used to transmit personal or confidential information such as account numbers, balance information, or wire transfer requests. The PrivateBank is not responsible for the security of sensitive information received by email. -- ____________________________________ 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 ________________________________ The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and privileged material. Unauthorized review, use, disclosure, or distribution is prohibited. If you receive this material/information in error, please contact the sender and destroy the material/information. Email is not a secure form of communication and should not be used to transmit personal or confidential information such as account numbers, balance information, or wire transfer requests. The PrivateBank is not responsible for the security of sensitive information received by email. -------------- next part -------------- An HTML attachment was scrubbed... URL: From mathew.snyder at gmail.com Fri Mar 4 16:43:46 2011 From: mathew.snyder at gmail.com (Mathew Snyder) Date: Fri, 4 Mar 2011 16:43:46 -0500 Subject: [rt-users] Possible solution for assigning tickets to users Message-ID: Right now our configuration limits who can own tickets in each queue. It used to be a flatter configuration in which anyone could own a ticket in any queue. This was cumbersome for more than one reason. It meant every user was listed in the drop down for every queue. It also made tracking work difficult because anyone could take a ticket from you while actually doing work or provide conflicting information. Knowing this, when someone moves a ticket to a queue which they don't have StealTicket or TakeTicket (which implies OwnTicket) rights on it is automatically assigned to Nobody, which makes sense. This leads to a minor concern with my bosses, though. They don't like that if they want to assign a ticket to a specific user when moving between queues that they have to perform two operations: move the ticket then wait for the user list to refresh with the new, authorized users and then assign the ticket. They want this to be a single action event: Tell RT which queue to send the ticket to and to whom it should be assigned when it's moved. This also makes sense. But, as stated, one has to wait for the list to be populated with the actual users that can own the ticket in the new queue before assigning it to them. My proposed solution which I'd like some input on (or other possible solutions that users have found to work) is to create a custom field with every privileged user. One would select the user to whom the ticket will be assigned and then a scrip will evaluate the field and make the assignment. If someone selects a user that doesn't have permission to own a ticket in the destination queue it would presumably default to Nobody. Ideally, the field would be able to be populated with existing users each time the page is written eliminating the need to manually update it whenever a new user is created or an old one is eliminated, but that's secondary to the problem at hand. So, what say the masses? Is this a viable solution or has anyone come up with something a bit more elegant? -Mathew From ktm at rice.edu Fri Mar 4 16:50:08 2011 From: ktm at rice.edu (Kenneth Marshall) Date: Fri, 4 Mar 2011 15:50:08 -0600 Subject: [rt-users] Possible solution for assigning tickets to users In-Reply-To: References: Message-ID: <20110304215008.GJ8169@aart.is.rice.edu> On Fri, Mar 04, 2011 at 04:43:46PM -0500, Mathew Snyder wrote: > Right now our configuration limits who can own tickets in each queue. > It used to be a flatter configuration in which anyone could own a > ticket in any queue. This was cumbersome for more than one reason. It > meant every user was listed in the drop down for every queue. It also > made tracking work difficult because anyone could take a ticket from > you while actually doing work or provide conflicting information. > Knowing this, when someone moves a ticket to a queue which they don't > have StealTicket or TakeTicket (which implies OwnTicket) rights on it > is automatically assigned to Nobody, which makes sense. > > This leads to a minor concern with my bosses, though. They don't like > that if they want to assign a ticket to a specific user when moving > between queues that they have to perform two operations: move the > ticket then wait for the user list to refresh with the new, authorized > users and then assign the ticket. They want this to be a single action > event: Tell RT which queue to send the ticket to and to whom it should > be assigned when it's moved. This also makes sense. But, as stated, > one has to wait for the list to be populated with the actual users > that can own the ticket in the new queue before assigning it to them. > > My proposed solution which I'd like some input on (or other possible > solutions that users have found to work) is to create a custom field > with every privileged user. One would select the user to whom the > ticket will be assigned and then a scrip will evaluate the field and > make the assignment. If someone selects a user that doesn't have > permission to own a ticket in the destination queue it would > presumably default to Nobody. Ideally, the field would be able to be > populated with existing users each time the page is written > eliminating the need to manually update it whenever a new user is > created or an old one is eliminated, but that's secondary to the > problem at hand. > > So, what say the masses? Is this a viable solution or has anyone come > up with something a bit more elegant? > > -Mathew > That sounds okay to me. Would it be possible to set the permissions on the custom field to only be viewable/settable by the "bosses"? Cheers, Ken From kfcrocker at lbl.gov Fri Mar 4 18:21:00 2011 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Fri, 4 Mar 2011 15:21:00 -0800 Subject: [rt-users] Possible solution for assigning tickets to users In-Reply-To: <20110304215008.GJ8169@aart.is.rice.edu> References: <20110304215008.GJ8169@aart.is.rice.edu> Message-ID: Matthew, Depending on how each ticket is normally assigned per Queue, you could do something like this: For each Queue involved; 1) Create a CF that is a "Work-Type" or "Work-Category". Each Type/Category is the kind of work that one person *usually* works on. 2) Create a scrip for that Queue that chooses the new Ticket owner based on that CF "Work-Type/Category". Several Types/Categories could point to the same person. 3) Create a scrip that notifies the new owner for that Queue or make it Global. $) The code could be copied and used for other Queues by changing the array of Type to Owners. This way, if a ticket gets moved over to a Queue, the scrip will try and assign an owner and if there is no match, default to "Nobody". We have distinct groups "XXX-Support" for each Queue and only the members in that group can own tickets. Each Group could easily be the basis for the CF. Just a thought. Kenn LBNL On Fri, Mar 4, 2011 at 1:50 PM, Kenneth Marshall wrote: > On Fri, Mar 04, 2011 at 04:43:46PM -0500, Mathew Snyder wrote: > > Right now our configuration limits who can own tickets in each queue. > > It used to be a flatter configuration in which anyone could own a > > ticket in any queue. This was cumbersome for more than one reason. It > > meant every user was listed in the drop down for every queue. It also > > made tracking work difficult because anyone could take a ticket from > > you while actually doing work or provide conflicting information. > > Knowing this, when someone moves a ticket to a queue which they don't > > have StealTicket or TakeTicket (which implies OwnTicket) rights on it > > is automatically assigned to Nobody, which makes sense. > > > > This leads to a minor concern with my bosses, though. They don't like > > that if they want to assign a ticket to a specific user when moving > > between queues that they have to perform two operations: move the > > ticket then wait for the user list to refresh with the new, authorized > > users and then assign the ticket. They want this to be a single action > > event: Tell RT which queue to send the ticket to and to whom it should > > be assigned when it's moved. This also makes sense. But, as stated, > > one has to wait for the list to be populated with the actual users > > that can own the ticket in the new queue before assigning it to them. > > > > My proposed solution which I'd like some input on (or other possible > > solutions that users have found to work) is to create a custom field > > with every privileged user. One would select the user to whom the > > ticket will be assigned and then a scrip will evaluate the field and > > make the assignment. If someone selects a user that doesn't have > > permission to own a ticket in the destination queue it would > > presumably default to Nobody. Ideally, the field would be able to be > > populated with existing users each time the page is written > > eliminating the need to manually update it whenever a new user is > > created or an old one is eliminated, but that's secondary to the > > problem at hand. > > > > So, what say the masses? Is this a viable solution or has anyone come > > up with something a bit more elegant? > > > > -Mathew > > > > That sounds okay to me. Would it be possible to set the permissions > on the custom field to only be viewable/settable by the "bosses"? > > Cheers, > Ken > -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Sat Mar 5 01:06:59 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Sat, 5 Mar 2011 09:06:59 +0300 Subject: [rt-users] iCal Time Zone Issues In-Reply-To: References: Message-ID: Hello Matt, Try attached patch. On Thu, Mar 3, 2011 at 2:21 PM, Matt Stosic wrote: > Hi, > > I'm trying to subscribe to a Request Tracker iCal feed, but when I do, many > things show up on the calendar the day before they are due, rather than on > the day they are due. > > I opened up the .ics file with a text editor and noticed that the DTEND and > DTSTART are set to the wrong date (ie the day before). > > I have set RT's timezone to Australia/Sydney, and have tried setting my > personal timezone in "About Me" to various different things but it hasn't > helped. > > When I view the date section of the ticket in RT, the date shows up > correctly (Thu Mar 03 10:30:00 2011) but the DTEND and DTSTART in the ics > file show up as DTEND;VALUE=DATE:20110302 > > Any tips on what I can do to get this to work? > > I am using RT 3.8.8 and trying to subscribe to the calendar in Apple iCal > (although I think the problem is with the ics file itself, not the iCal > app) > > Thanks, > > Matt Stosic -- Best regards, Ruslan. -------------- next part -------------- A non-text attachment was scrubbed... Name: RT-iCal_date_timezone.patch Type: application/octet-stream Size: 886 bytes Desc: not available URL: From ruz at bestpractical.com Sat Mar 5 03:27:35 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Sat, 5 Mar 2011 11:27:35 +0300 Subject: [rt-users] Possible solution for assigning tickets to users In-Reply-To: References: Message-ID: Hello Mathew, More elegant way to deal with this is to use AJAX in Modify.html. It should change Owner selectbox when different Queue selected. There is similar situation with squelching recipients in RT. Depending on type of update (reply/comment) list of recipients is different. RT 3.8 does nothing when the type field is changed. RT 4.0 refreshes page so list of recipients is refreshed as well. It's not AJAX, but works. Similar technique can be used in RT 3.8/4.x. On Sat, Mar 5, 2011 at 12:43 AM, Mathew Snyder wrote: > Right now our configuration limits who can own tickets in each queue. > It used to be a flatter configuration in which anyone could own a > ticket in any queue. This was cumbersome for more than one reason. It > meant every user was listed in the drop down for every queue. It also > made tracking work difficult because anyone could take a ticket from > you while actually doing work or provide conflicting information. > Knowing this, when someone moves a ticket to a queue which they don't > have StealTicket or TakeTicket (which implies OwnTicket) rights on it > is automatically assigned to Nobody, which makes sense. > > This leads to a minor concern with my bosses, though. They don't like > that if they want to assign a ticket to a specific user when moving > between queues that they have to perform two operations: move the > ticket then wait for the user list to refresh with the new, authorized > users and then assign the ticket. They want this to be a single action > event: Tell RT which queue to send the ticket to and to whom it should > be assigned when it's moved. This also makes sense. But, as stated, > one has to wait for the list to be populated with the actual users > that can own the ticket in the new queue before assigning it to them. > > My proposed solution which I'd like some input on (or other possible > solutions that users have found to work) is to create a custom field > with every privileged user. One would select the user to whom the > ticket will be assigned and then a scrip will evaluate the field and > make the assignment. If someone selects a user that doesn't have > permission to own a ticket in the destination queue it would > presumably default to Nobody. Ideally, the field would be able to be > populated with existing users each time the page is written > eliminating the need to manually update it whenever a new user is > created or an old one is eliminated, but that's secondary to the > problem at hand. > > So, what say the masses? Is this a viable solution or has anyone come > up with something a bit more elegant? > > -Mathew -- Best regards, Ruslan. From bjoern.schulz at desy.de Sat Mar 5 11:59:26 2011 From: bjoern.schulz at desy.de (Bjoern Schulz) Date: Sat, 05 Mar 2011 17:59:26 +0100 Subject: [rt-users] Search problem with linked tickets Message-ID: <4D726BEE.107@desy.de> Hi, I'm on 3.8.7 I have a problem. I like to build a query that find all the tickets linked to the tickets I own. Is this possible with the web-ui? Best, Bj?rn From theitsmith at gmail.com Sat Mar 5 20:31:10 2011 From: theitsmith at gmail.com (Thomas Smith) Date: Sat, 5 Mar 2011 18:31:10 -0700 Subject: [rt-users] Rename RT Instance Message-ID: Hi, I am needing to change the name of my RT instance from domain.tld to rt.domain.tld. As I understand it, it's not as easy as just changing the $Organization config variable in RT_SiteConfig.pm. I only found one reference to how to do this, but it refers to 3.6.x (http://requesttracker.wikia.com/wiki/RenameInstance). The information on this page is also not consistent with the issue that I'm experiencing as a result of changing that variable. My $Organization has always been set to domain.tld while $WebBaseURL has always been rt.domain.tld. $CorrespondAddress and $CommentAddress have been rt at domain.tld and rt-comment at domain.tld. Also, when an auto-reply is generated by RT, it would use domain.tld in both the From: and Reply-To: addresses. I need to change all of this to rt.domain.tld. Changing $Organization does change the auto-reply and Reply-To: addresses accordingly. But it breaks the MyReminders functionality on the Home page. (This is where my situation differs from the wiki link above.) My RT version is 3.8.8. Is there something else that needs to be done in order to make the changes that I described? ~ Tom From theitsmith at gmail.com Sat Mar 5 20:32:57 2011 From: theitsmith at gmail.com (Thomas Smith) Date: Sat, 5 Mar 2011 18:32:57 -0700 Subject: [rt-users] Status of AssetTracker? In-Reply-To: References: Message-ID: Thanks Todd! On Thu, Mar 3, 2011 at 8:58 PM, Todd Chapman wrote: > Hi Tom, > > Strange that you should ask this now. I just announced the imminent > release or Asset Tracker 2.0b1 on the at-users and at-announce mailing > lists. The definitive site for Asset Tracker is now github: > > https://github.com/chakatodd/rt-extension-assettracker > > Check out the wiki for more information on the new release: > > https://github.com/chakatodd/rt-extension-assettracker/wiki > > -Todd > > On Thu, Mar 3, 2011 at 10:27 PM, Thomas Smith wrote: >> Hi, >> >> I am considering using AssetTracker in 3.8.8 but it looks like >> development has stalled, at least from what I can see at the two or >> three sites that seem to be hosting its code. >> >> Does anyone know if this is still being developed or maintained? >> >> ~ Tom >> > -- Thomas Smith Cell: 602-882-2917 From theitsmith at gmail.com Sat Mar 5 20:52:50 2011 From: theitsmith at gmail.com (Thomas Smith) Date: Sat, 5 Mar 2011 18:52:50 -0700 Subject: [rt-users] Problems changing $Organization variable (WAS Rename RT Instance) Message-ID: On Sat, Mar 5, 2011 at 6:31 PM, Thomas Smith wrote: > Hi, > > I am needing to change the name of my RT instance from domain.tld to > rt.domain.tld. As I understand it, it's not as easy as just changing > the $Organization config variable in RT_SiteConfig.pm. I only found > one reference to how to do this, but it refers to 3.6.x > (http://requesttracker.wikia.com/wiki/RenameInstance). The information > on this page is also not consistent with the issue that I'm > experiencing as a result of changing that variable. > > My $Organization has always been set to domain.tld while $WebBaseURL > has always been rt.domain.tld. $CorrespondAddress and $CommentAddress > have been rt at domain.tld and rt-comment at domain.tld. Also, when an > auto-reply is generated by RT, it would use domain.tld in both the > From: and Reply-To: addresses. > > I need to change all of this to rt.domain.tld. Changing $Organization > does change the auto-reply and Reply-To: addresses accordingly. But it > breaks the MyReminders functionality on the Home page. (This is where > my situation differs from the wiki link above.) > > My RT version is 3.8.8. Is there something else that needs to be done > in order to make the changes that I described? Sorry, two different issues. I'm just trying to change the $Organization variable as described above. I'm NOT trying to changing the site name. From ruslan.zakirov at gmail.com Sun Mar 6 03:30:28 2011 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Sun, 6 Mar 2011 11:30:28 +0300 Subject: [rt-users] Problems changing $Organization variable (WAS Rename RT Instance) In-Reply-To: References: Message-ID: Organization is used to build links. You should update links table. Regards, Ruslan. From phone. 06.03.2011 4:53 ???????????? "Thomas Smith" ???????: > On Sat, Mar 5, 2011 at 6:31 PM, Thomas Smith wrote: >> Hi, >> >> I am needing to change the name of my RT instance from domain.tld to >> rt.domain.tld. As I understand it, it's not as easy as just changing >> the $Organization config variable in RT_SiteConfig.pm. I only found >> one reference to how to do this, but it refers to 3.6.x >> (http://requesttracker.wikia.com/wiki/RenameInstance). The information >> on this page is also not consistent with the issue that I'm >> experiencing as a result of changing that variable. >> >> My $Organization has always been set to domain.tld while $WebBaseURL >> has always been rt.domain.tld. $CorrespondAddress and $CommentAddress >> have been rt at domain.tld and rt-comment at domain.tld. Also, when an >> auto-reply is generated by RT, it would use domain.tld in both the >> From: and Reply-To: addresses. >> >> I need to change all of this to rt.domain.tld. Changing $Organization >> does change the auto-reply and Reply-To: addresses accordingly. But it >> breaks the MyReminders functionality on the Home page. (This is where >> my situation differs from the wiki link above.) >> >> My RT version is 3.8.8. Is there something else that needs to be done >> in order to make the changes that I described? > > Sorry, two different issues. > > I'm just trying to change the $Organization variable as described > above. I'm NOT trying to changing the site name. -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruslan.zakirov at gmail.com Sun Mar 6 03:32:08 2011 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Sun, 6 Mar 2011 11:32:08 +0300 Subject: [rt-users] Search problem with linked tickets In-Reply-To: <4D726BEE.107@desy.de> References: <4D726BEE.107@desy.de> Message-ID: Nope. Only through API. Regards, Ruslan. From phone. 05.03.2011 19:59 ???????????? "Bjoern Schulz" ???????: > Hi, > > I'm on 3.8.7 > > I have a problem. I like to build a query that find all the tickets > linked to the tickets I own. Is this possible with the web-ui? > Best, > > Bj?rn -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Sun Mar 6 04:04:10 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Sun, 6 Mar 2011 12:04:10 +0300 Subject: [rt-users] Prevent CC address from adding to notification list In-Reply-To: References: Message-ID: On Wed, Mar 2, 2011 at 9:24 PM, Simon Gao wrote: > Thanks. What about just for one queue, not applied to all other queues? Nope. Grep for this option in the code and see if you can patch it to work only for one queue. I suspect it would be only one place or two. > Simon > > On Wed, Mar 2, 2011 at 10:19 AM, Landon Stewart wrote: >> >> Hi Simon, >> >> In RT_SiteConfig.pm: >> >> Set($ParseNewMessageForTicketCcs , 0); >> >> On Wed, Mar 2, 2011 at 10:17 AM, Simon Gao >> wrote: >>> >>> Hi, >>> >>> Is there a way to prevent email addresses on CC list from being added to >>> RT notification list? >>> >>> Simon >> >> >> >> -- >> Landon Stewart >> SuperbHosting.Net by Superb Internet Corp. >> Toll Free (US/Canada): 888-354-6128 x 4199 >> Direct: 206-438-5879 >> Web hosting and more "Ahead of the Rest": http://www.superbhosting.net > > -- Best regards, Ruslan. From ruz at bestpractical.com Sun Mar 6 05:56:58 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Sun, 6 Mar 2011 13:56:58 +0300 Subject: [rt-users] iCal Time Zone Issues In-Reply-To: <31045491.post@talk.nabble.com> References: <31045491.post@talk.nabble.com> Message-ID: Please, don't double post to the list. Always followup. On Wed, Mar 2, 2011 at 2:57 AM, stoz wrote: > > Hi, > > I'm trying to subscribe to a Request Tracker iCal feed, but when I do, many > things show up on the calendar the day before they are due, rather than on > the day they are due. > > I opened up the .ics file with a text editor and noticed that the DTEND and > DTSTART are set to the wrong date (ie the day before). > > I have set RT's timezone to Australia/Sydney, and have tried setting my > personal timezone in "About Me" to various different things but it hasn't > helped. > > When I view the date section of the ticket in RT, the date shows up > correctly (Thu Mar 03 10:30:00 2011) but the DTEND and DTSTART in the ics > file show up as DTEND;VALUE=DATE:20110302 > > Any tips on what I can do to get this to work? > > I am using RT 3.8.8 and trying to subscribe to the calendar in Apple iCal > (although I think the problem is with the ics file itself, not the iCal app) > > Thanks, > > Matt Stosic > -- > View this message in context: http://old.nabble.com/iCal-Time-Zone-Issues-tp31045491p31045491.html > Sent from the Request Tracker - User mailing list archive at Nabble.com. > > -- Best regards, Ruslan. From ruz at bestpractical.com Sun Mar 6 05:57:33 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Sun, 6 Mar 2011 13:57:33 +0300 Subject: [rt-users] Any way to show my messages on the RT-at-a-glance page? In-Reply-To: <91b220a776ff7e8110f69c2138b71d64.squirrel@mail.seiner.com> References: <91b220a776ff7e8110f69c2138b71d64.squirrel@mail.seiner.com> Message-ID: Hello Yan, No way out of the box. On Wed, Mar 2, 2011 at 2:32 AM, Yan Seiner wrote: > RT sends out an email on some events. > > Is there any way to display "my messages" - basically the message queue > that RT has sent to me on the home page? > > I'm trying to build a "kiosk" sort of setup where the users never have to > leave their browser. > > --Yan > > > -- > If you have eight hours to chop down a tree > spend six sharpening your axe. > --Abraham Lincoln > > -- Best regards, Ruslan. From greylisted at gmail.com Mon Mar 7 04:28:07 2011 From: greylisted at gmail.com (Michael Polivanov) Date: Mon, 7 Mar 2011 10:28:07 +0100 Subject: [rt-users] Session take over while using RT::Authen::External In-Reply-To: <4D710E9E.2080902@bestpractical.com> References: <4D6FD8E7.9070707@bestpractical.com> <4D6FE791.8020408@bestpractical.com> <4D6FED3B.5000506@bestpractical.com> <4D710E9E.2080902@bestpractical.com> Message-ID: On Fri, Mar 4, 2011 at 17:09, Thomas Sibley wrote: > 1) Can you send your entire Apache config (not just the RT vhost part)? > ?Private mail to me is fine if you don't want to share it with the list. Is attached Regards -------------- next part -------------- A non-text attachment was scrubbed... Name: apache-conf.tgz Type: application/x-gzip Size: 3557 bytes Desc: not available URL: From Daniel.Schwager at dtnet.de Mon Mar 7 09:34:37 2011 From: Daniel.Schwager at dtnet.de (Daniel Schwager) Date: Mon, 7 Mar 2011 15:34:37 +0100 Subject: [rt-users] dumpfile-to-rt-3.0, incremental import failed Message-ID: Hi, we would like to update from rt 2.0.11 to 3.8.8. Using dumpfile-to-rt-3.0, a full export/import works fine. The incremental import ended with the following error: t-57701: ww[Mon Mar 7 14:26:48 2011] [crit]: Couldn't set EffectiveId: That is already the current value (/opt/rt3/lib/RT/Ticket_Overlay.pm:504) Couldn't create TICKET: Ticket could not be created due to an internal error$VAR1 = { 'Status' => 'stalled', 'Queue' => 'support', 'Started' => '2011-03-01 17:25:31', 'Starts' => '1970-01-01 00:00:00', '_RecordTransaction' => '0', 'id' => '57701', 'LastUpdated' => '2011-03-01 17:25:31', 'Requestor' => [ '36060' ], 'Cc' => [ '24054' ], 'Subject' => 'xxxxxxxxx', 'Creator' => '36060', 'Owner' => '65444', 'EffectiveId' => '57701', 'LastUpdatedBy' => '57822', 'Created' => '2010-12-10 18:47:09', 'Due' => '2010-12-10 18:47:09' }; [Mon Mar 7 14:26:48 2011] [crit]: Died at /usr/bin/dumpfile-to-rt-3.0 line 716. (/opt/rt3/lib/RT.pm:382) Died at /usr/bin/dumpfile-to-rt-3.0 line 716. ** Code around /opt/rt3/lib/RT.pm:382 looks like #Set the ticket's effective ID now that we've created it. my ( $val, $msg ) = $self->__Set( Field => 'EffectiveId', Value => ( $args{'EffectiveId'} || $id ) ); unless ( $val ) { $RT::Logger->crit("Couldn't set EffectiveId: $msg"); $RT::Handle->Rollback; return ( 0, 0, $self->loc("Ticket could not be created due to an internal error") ); } I found a thread concerning this issue http://www.gossamer-threads.com/lists/rt/users/89660?search_string=%20Co uldn't%20set%20EffectiveId:%20That%20is%20already%20the%20current%20valu e;#89660 but the solution was told to the community. Is there a way to fix this problem with the "incremental import" ? Kind regards Danny From Horst.Kriegers at loro.ch Mon Mar 7 09:47:25 2011 From: Horst.Kriegers at loro.ch (Horst Kriegers) Date: Mon, 07 Mar 2011 15:47:25 +0100 Subject: [rt-users] ExternalAuth - ActiveDirectory failed login Message-ID: <4D74FE0D020000390003EA77@mail2.loro.swiss> Hi list, I've installed the ExternalAuth extension and cannot find the solution for my connexion problem to the Active Directory server. I need your help. Apache/2.2.6 (Unix) mod_perl/2.0.4 Perl/v5.8.8 RT : 3.8.8 RT::Authen::ExternalAuth: 0.0.8 RT_SiteConfig.pm : ------------------------- # The order in which the services defined in ExternalSettings # should be used to authenticate users. User is authenticated # if successfully confirmed by any service - no more services # are checked. Set($ExternalAuthPriority, ['My_LDAP']); # The order in which the services defined in ExternalSettings # should be used to get information about users. This includes # RealName, Tel numbers etc, but also whether or not the user # should be considered disabled. # # Once user info is found, no more services are checked. # # You CANNOT use a SSO cookie for authentication. Set($ExternalInfoPriority, ['My_LDAP']); # If this is set to true, then the relevant packages will # be loaded to use SSL/TLS connections. At the moment, # this just means "use Net::SSLeay;" Set($ExternalServiceUsesSSLorTLS, 0); # If this is set to 1, then users should be autocreated by RT # as internal users if they fail to authenticate from an # external service. Set($AutoCreateNonExternalUsers, 0); # These are the full settings for each external service as a HashOfHashes # Note that you may have as many external services as you wish. They will # be checked in the order specified in the Priority directives above. # e.g. # Set(ExternalAuthPriority,['My_LDAP','My_MySQL','My_Oracle','SecondaryLDAP','Other-DB']); # Set($ExternalSettings, { 'My_LDAP' => { 'type' => 'ldap', 'server' => 'ldap.office.loro.swiss', 'user' => 'adit1', 'pass' => 'xxxxxxxxxx', 'base' => 'OU=LORO,DC=office,DC=loro,DC=swiss', 'filter' => '(objectclass=*)', 'd_filter' => '(userAccountControl:1.2.840.113556.1.4.803:=2)', 'tls' => 0, 'ssl_version' => 3, 'net_ldap_args' => [ version => 3], 'group' => 'DC', 'group_attr' => 'office', 'attr_match_list' => [ 'Name', 'EmailAddress', 'RealName', 'WorkPhone', 'Address2' ], # 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' } } } ); APACHE_LOG : ------------- [Mon Mar 7 13:56:50 2011] [critical]: RT::Authen::ExternalAuth::LDAP::_GetBoundLdapObj : Cannot connect to ldap.office.loro.swiss (/opt/rt_dev/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:437) Trace begun at /opt/rt_dev/bin/../lib/RT.pm line 291 Log::Dispatch::__ANON__('Log::Dispatch=HASH(0x312cac0)', 'RT::Authen::ExternalAuth::LDAP::_GetBoundLdapObj', ': Cannot connect to', 'ldap.office.loro.swiss') called at /opt/rt_dev/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm line 437 RT::Authen::ExternalAuth::LDAP::_GetBoundLdapObj('HASH(0x9e6ef0)') called at /opt/rt_dev/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm line 298 RT::Authen::ExternalAuth::LDAP::UserExists('adit1', 'My_LDAP') called at /opt/rt_dev/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm line 356 RT::Authen::ExternalAuth::UserExists('adit1', 'My_LDAP') called at /opt/rt_dev/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm line 106 RT::Authen::ExternalAuth::DoAuth('HASH(0x4399af0)', 'adit1', 'xxxxxxxxxx') called at /opt/rt_dev/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth line 25 HTML::Mason::Commands::__ANON__('pass', 'xxxxxxxxxx', 'user', 'adit1') called at /opt/perl_dev/lib/site_perl/5.8.8/HTML/Mason/Component.pm line 135 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x43aeb00)', 'pass', 'xxxxxxxxxx', 'user', 'adit1') called at /opt/perl_dev/lib/site_perl/5.8.8/HTML/Mason/Request.pm line 1273 eval {...} at /opt/perl_dev/lib/site_perl/5.8.8/HTML/Mason/Request.pm line 1268 HTML::Mason::Request::comp(undef, undef, 'pass', 'xxxxxxxxxx', 'user', 'adit1') called at /opt/rt_dev/bin/../lib/RT/Interface/Web/Request.pm line 180 RT::Interface::Web::Request::callback('RT::Interface::Web::Request=HASH(0x4490830)', 'pass', 'xxxxxxxxxx', 'user', 'adit1', 'CallbackName', 'Auth', 'CallbackPage', '/autohandler') called at /opt/rt_dev/bin/../lib/RT/Interface/Web.pm line 202 RT::Interface::Web::HandleRequest('HASH(0x36504d0)') called at /opt/rt_dev/share/html/autohandler line 53 HTML::Mason::Commands::__ANON__('pass', 'xxxxxxxxxx', 'user', 'adit1') called at /opt/perl_dev/lib/site_perl/5.8.8/HTML/Mason/Component.pm line 135 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x3653490)', 'pass', 'xxxxxxxxxx', 'user', 'adit1') called at /opt/perl_dev/lib/site_perl/5.8.8/HTML/Mason/Request.pm line 1273 eval {...} at /opt/perl_dev/lib/site_perl/5.8.8/HTML/Mason/Request.pm line 1268 HTML::Mason::Request::comp(undef, undef, undef, 'pass', 'xxxxxxxxxx', 'user', 'adit1') called at /opt/perl_dev/lib/site_perl/5.8.8/HTML/Mason/Request.pm line 467 eval {...} at /opt/perl_dev/lib/site_perl/5.8.8/HTML/Mason/Request.pm line 467 eval {...} at /opt/perl_dev/lib/site_perl/5.8.8/HTML/Mason/Request.pm line 419 HTML::Mason::Request::exec('RT::Interface::Web::Request=HASH(0x4490830)') called at /opt/perl_dev/lib/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm line 168 HTML::Mason::Request::ApacheHandler::exec('RT::Interface::Web::Request=HASH(0x4490830)') called at /opt/perl_dev/lib/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm line 825 HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0x1c13170)', 'Apache2::RequestRec=SCALAR(0xab0e80)') called at /opt/rt_dev/bin/webmux.pl line 78 eval {...} at /opt/rt_dev/bin/webmux.pl line 78 RT::Mason::handler('Apache2::RequestRec=SCALAR(0xab0e80)') called at -e line 0 eval {...} at -e line 0 [Mon Mar 7 13:56:50 2011] [error]: FAILED LOGIN for adit1 from 192.168.186.157 (/opt/rt_dev/bin/../lib/RT/Interface/Web.pm:424) Trace begun at /opt/rt_dev/bin/../lib/RT.pm line 291 Log::Dispatch::__ANON__('Log::Dispatch=HASH(0x312cac0)', 'FAILED LOGIN for adit1 from 192.168.186.157') called at /opt/rt_dev/bin/../lib/RT/Interface/Web.pm line 424 RT::Interface::Web::AttemptPasswordAuthentication('HASH(0x36504d0)') called at /opt/rt_dev/bin/../lib/RT/Interface/Web.pm line 208 RT::Interface::Web::HandleRequest('HASH(0x36504d0)') called at /opt/rt_dev/share/html/autohandler line 53 HTML::Mason::Commands::__ANON__('pass', 'xxxxxxxxxx', 'user', 'adit1') called at /opt/perl_dev/lib/site_perl/5.8.8/HTML/Mason/Component.pm line 135 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x3653490)', 'pass', 'xxxxxxxxxx', 'user', 'adit1') called at /opt/perl_dev/lib/site_perl/5.8.8/HTML/Mason/Request.pm line 1273 eval {...} at /opt/perl_dev/lib/site_perl/5.8.8/HTML/Mason/Request.pm line 1268 HTML::Mason::Request::comp(undef, undef, undef, 'pass', 'xxxxxxxxxx', 'user', 'adit1') called at /opt/perl_dev/lib/site_perl/5.8.8/HTML/Mason/Request.pm line 467 eval {...} at /opt/perl_dev/lib/site_perl/5.8.8/HTML/Mason/Request.pm line 467 eval {...} at /opt/perl_dev/lib/site_perl/5.8.8/HTML/Mason/Request.pm line 419 HTML::Mason::Request::exec('RT::Interface::Web::Request=HASH(0x4490830)') called at /opt/perl_dev/lib/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm line 168 HTML::Mason::Request::ApacheHandler::exec('RT::Interface::Web::Request=HASH(0x4490830)') called at /opt/perl_dev/lib/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm line 825 HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0x1c13170)', 'Apache2::RequestRec=SCALAR(0xab0e80)') called at /opt/rt_dev/bin/webmux.pl line 78 eval {...} at /opt/rt_dev/bin/webmux.pl line 78 RT::Mason::handler('Apache2::RequestRec=SCALAR(0xab0e80)') called at -e line 0 eval {...} at -e line 0 RT_LOG : --------- [Mon Mar 7 13:58:32 2011] [debug]: Reloading RT::User to work around a bug in RT-3.8.0 and RT-3.8.1 (/opt/rt_dev/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:14) [Mon Mar 7 13:58:32 2011] [debug]: Attempting to use external auth service: My_LDAP (/opt/rt_dev/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:64) [Mon Mar 7 13:58:32 2011] [debug]: Calling UserExists with $username (adit1) and $service (My_LDAP) (/opt/rt_dev/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:105) [Mon Mar 7 13:58:32 2011] [debug]: UserExists params: username: adit1 , service: My_LDAP (/opt/rt_dev/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:274) [Mon Mar 7 13:58:32 2011] [critical]: RT::Authen::ExternalAuth::LDAP::_GetBoundLdapObj : Cannot connect to ldap.office.loro.swiss (/opt/rt_dev/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:437) Trace begun at /opt/rt_dev/bin/../lib/RT.pm line 291 Log::Dispatch::__ANON__('Log::Dispatch=HASH(0x312cac0)', 'RT::Authen::ExternalAuth::LDAP::_GetBoundLdapObj', ': Cannot connect to', 'ldap.office.loro.swiss') called at /opt/rt_dev/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm line 437 RT::Authen::ExternalAuth::LDAP::_GetBoundLdapObj('HASH(0x9e6ef0)') called at /opt/rt_dev/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm line 298 RT::Authen::ExternalAuth::LDAP::UserExists('adit1', 'My_LDAP') called at /opt/rt_dev/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm line 356 RT::Authen::ExternalAuth::UserExists('adit1', 'My_LDAP') called at /opt/rt_dev/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm line 106 RT::Authen::ExternalAuth::DoAuth('HASH(0x439f790)', 'adit1', 'xxxxxxxxxx') called at /opt/rt_dev/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth line 25 HTML::Mason::Commands::__ANON__('Error', 'Votre nom d\'utilisateur ou votre mot de passe est incorrect', 'pass', 'xxxxxxxxxx', 'user', 'adit1') called at /opt/perl_dev/lib/site_perl/5.8.8/HTML/Mason/Component.pm line 135 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x43aebc0)', 'Error', 'Votre nom d\'utilisateur ou votre mot de passe est incorrect', 'pass', 'xxxxxxxxxx', 'user', 'adit1') called at /opt/perl_dev/lib/site_perl/5.8.8/HTML/Mason/Request.pm line 1273 eval {...} at /opt/perl_dev/lib/site_perl/5.8.8/HTML/Mason/Request.pm line 1268 HTML::Mason::Request::comp(undef, undef, 'Error', 'Votre nom d\'utilisateur ou votre mot de passe est incorrect', 'pass', 'xxxxxxxxxx', 'user', 'adit1') called at /opt/rt_dev/bin/../lib/RT/Interface/Web/Request.pm line 180 RT::Interface::Web::Request::callback('RT::Interface::Web::Request=HASH(0x1c4b260)', 'Error', 'Votre nom d\'utilisateur ou votre mot de passe est incorrect', 'pass', 'xxxxxxxxxx', 'user', 'adit1', 'CallbackName', 'Auth', 'CallbackPage', '/autohandler') called at /opt/rt_dev/bin/../lib/RT/Interface/Web.pm line 202 RT::Interface::Web::HandleRequest('HASH(0x3650550)') called at /opt/rt_dev/share/html/autohandler line 53 HTML::Mason::Commands::__ANON__('Error', 'Votre nom d\'utilisateur ou votre mot de passe est incorrect', 'pass', 'xxxxxxxxxx', 'user', 'adit1') called at /opt/perl_dev/lib/site_perl/5.8.8/HTML/Mason/Component.pm line 135 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x3653510)', 'Error', 'Votre nom d\'utilisateur ou votre mot de passe est incorrect', 'pass', 'xxxxxxxxxx', 'user', 'adit1') called at /opt/perl_dev/lib/site_perl/5.8.8/HTML/Mason/Request.pm line 1273 eval {...} at /opt/perl_dev/lib/site_perl/5.8.8/HTML/Mason/Request.pm line 1268 HTML::Mason::Request::comp(undef, undef, undef, 'Error', 'Votre nom d\'utilisateur ou votre mot de passe est incorrect', 'pass', 'xxxxxxxxxx', 'user', 'adit1') called at /opt/perl_dev/lib/site_perl/5.8.8/HTML/Mason/Request.pm line 467 eval {...} at /opt/perl_dev/lib/site_perl/5.8.8/HTML/Mason/Request.pm line 467 eval {...} at /opt/perl_dev/lib/site_perl/5.8.8/HTML/Mason/Request.pm line 419 HTML::Mason::Request::exec('RT::Interface::Web::Request=HASH(0x1c4b260)') called at /opt/perl_dev/lib/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm line 168 HTML::Mason::Request::ApacheHandler::exec('RT::Interface::Web::Request=HASH(0x1c4b260)') called at /opt/perl_dev/lib/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm line 825 HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0x1c13170)', 'Apache2::RequestRec=SCALAR(0xab0e80)') called at /opt/rt_dev/bin/webmux.pl line 78 eval {...} at /opt/rt_dev/bin/webmux.pl line 78 RT::Mason::handler('Apache2::RequestRec=SCALAR(0xab0e80)') called at -e line 0 eval {...} at -e line 0 [Mon Mar 7 13:58:32 2011] [debug]: Autohandler called ExternalAuth. Response: (0, No User) (/opt/rt_dev/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:26) [Mon Mar 7 13:58:32 2011] [error]: FAILED LOGIN for adit1 from 192.168.186.157 (/opt/rt_dev/bin/../lib/RT/Interface/Web.pm:424) Trace begun at /opt/rt_dev/bin/../lib/RT.pm line 291 Log::Dispatch::__ANON__('Log::Dispatch=HASH(0x312cac0)', 'FAILED LOGIN for adit1 from 192.168.186.157') called at /opt/rt_dev/bin/../lib/RT/Interface/Web.pm line 424 RT::Interface::Web::AttemptPasswordAuthentication('HASH(0x3650550)') called at /opt/rt_dev/bin/../lib/RT/Interface/Web.pm line 208 RT::Interface::Web::HandleRequest('HASH(0x3650550)') called at /opt/rt_dev/share/html/autohandler line 53 HTML::Mason::Commands::__ANON__('Error', 'Votre nom d\'utilisateur ou votre mot de passe est incorrect', 'pass', 'xxxxxxxxxx', 'user', 'adit1') called at /opt/perl_dev/lib/site_perl/5.8.8/HTML/Mason/Component.pm line 135 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x3653510)', 'Error', 'Votre nom d\'utilisateur ou votre mot de passe est incorrect', 'pass', 'xxxxxxxxxx', 'user', 'adit1') called at /opt/perl_dev/lib/site_perl/5.8.8/HTML/Mason/Request.pm line 1273 eval {...} at /opt/perl_dev/lib/site_perl/5.8.8/HTML/Mason/Request.pm line 1268 HTML::Mason::Request::comp(undef, undef, undef, 'Error', 'Votre nom d\'utilisateur ou votre mot de passe est incorrect', 'pass', 'xxxxxxxxxx', 'user', 'adit1') called at /opt/perl_dev/lib/site_perl/5.8.8/HTML/Mason/Request.pm line 467 eval {...} at /opt/perl_dev/lib/site_perl/5.8.8/HTML/Mason/Request.pm line 467 eval {...} at /opt/perl_dev/lib/site_perl/5.8.8/HTML/Mason/Request.pm line 419 HTML::Mason::Request::exec('RT::Interface::Web::Request=HASH(0x1c4b260)') called at /opt/perl_dev/lib/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm line 168 HTML::Mason::Request::ApacheHandler::exec('RT::Interface::Web::Request=HASH(0x1c4b260)') called at /opt/perl_dev/lib/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm line 825 HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0x1c13170)', 'Apache2::RequestRec=SCALAR(0xab0e80)') called at /opt/rt_dev/bin/webmux.pl line 78 eval {...} at /opt/rt_dev/bin/webmux.pl line 78 RT::Mason::handler('Apache2::RequestRec=SCALAR(0xab0e80)') called at -e line 0 eval {...} at -e line 0 [Mon Mar 7 13:58:32 2011] [debug]: Attempting to use external auth service: My_LDAP (/opt/rt_dev/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:64) [Mon Mar 7 13:58:32 2011] [debug]: SSO Failed and no user to test with. Nexting (/opt/rt_dev/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:92) [Mon Mar 7 13:58:32 2011] [debug]: Autohandler called ExternalAuth. Response: (0, No User) (/opt/rt_dev/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:26) [Mon Mar 7 13:58:32 2011] [debug]: Reloading RT::User to work around a bug in RT-3.8.0 and RT-3.8.1 (/opt/rt_dev/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:14) [Mon Mar 7 13:58:32 2011] [debug]: Attempting to use external auth service: My_LDAP (/opt/rt_dev/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:64) [Mon Mar 7 13:58:32 2011] [debug]: SSO Failed and no user to test with. Nexting (/opt/rt_dev/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:92) [Mon Mar 7 13:58:32 2011] [debug]: Autohandler called ExternalAuth. Response: (0, No User) (/opt/rt_dev/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:26) THANKS in advance for your help Horst ___________________________________________________________ Le contenu de ce courriel est uniquement r?serv? ? la personne ou l'organisme ? qui il est destin?. Si vous n'?tes pas le destinataire pr?vu, veuillez nous en informer au plus vite et d?truire le pr?sent courriel. Dans ce cas, il ne vous est pas permis de copier ce courriel, de le distribuer ou de l'utiliser de quelque mani?re que ce soit. The content of this e-mail is intended only and solely for the use of the named recipient or organisation. If you are not the named recipient, please inform us immediately and delete the present e-mail. In this case, you are nor allowed to copy, distribute or use this e-mail in any way. ___________________________________________________________ -------------- next part -------------- An HTML attachment was scrubbed... URL: From guadagnino.cristiano at creval.it Tue Mar 8 06:49:15 2011 From: guadagnino.cristiano at creval.it (Guadagnino Cristiano) Date: Tue, 8 Mar 2011 12:49:15 +0100 Subject: [rt-users] How to configure font for RTFM articles? Message-ID: Hi all, I feel the default font in RTFM articles is too tiny. Is there a way to configure the standard font for RTFM article bodies? I did not find anything in RTFM docs, nor in this list archives. Thank you in advance. Bye Cristiano -------------- next part -------------- An HTML attachment was scrubbed... URL: From Simon.Dray at antplc.com Tue Mar 8 08:04:10 2011 From: Simon.Dray at antplc.com (Simon Dray) Date: Tue, 8 Mar 2011 13:04:10 +0000 Subject: [rt-users] Help needed with AT (Asset Tracker) Message-ID: <20e16894aaf45ebd4db5e7fb16089fa864c47de7@localhost> RT 3.8.9 AT version Last Release from Todd I wonder if anyone can help me, I want to be able to offer the users of AT a view similar to My Tickets this would display the assets currently assigned to them when they login. If anyone can help it would be greatly appreciated Regards Simon Simon Dray Customer Support Engineer ANT Software Limited Tel: +44 1223 716400 Direct: +44 1223 716476 simon.dray at antplc.com HbbTV Specification Approved By ETSI... http://www.antplc.com/pr_010710.asp * ANT LEGAL DISCLAIMER * This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. They may contain legally privileged information, and may not be disclosed to anyone else. If you have received this email in error please notify the sender and delete all copies from your system. ANT plc and ANT Software Limited are registered in the United Kingdom at Cambridge Business Park, Cowley Road, Cambridge, Cambridgeshire CB4 0WZ, United Kingdom. The registered number for ANT plc is 5372859 and for ANT Software Limited is 2822565. -------------- next part -------------- An HTML attachment was scrubbed... URL: From Simon.Dray at antplc.com Tue Mar 8 08:40:21 2011 From: Simon.Dray at antplc.com (Simon Dray) Date: Tue, 8 Mar 2011 13:40:21 +0000 Subject: [rt-users] Help needed with AT (Asset Tracker) In-Reply-To: <16426EA38D57E74CB1DE5A6AE1DB03940338F97C@w3hamboex11.ger.win.int.kn> References: <20e16894aaf45ebd4db5e7fb16089fa864c47de7@localhost> <16426EA38D57E74CB1DE5A6AE1DB03940338F97C@w3hamboex11.ger.win.int.kn> Message-ID: <51c4c429465fdf93fee389a494b6a6631d3eef23@localhost> Torsten Hi I have tried Owner.Name = '__CurrentUser__' no joy comes back with 0 Also tried Owner.RealName Spent most of the morning trying to fathom this out , I cannot see how __CurrentUser__ is worked out in the AT search Regards Simon From: Brumm, Torsten / Kuehne + Nagel / Ham MI-ID [mailto:torsten.brumm at Kuehne-Nagel.com] Sent: 08 March 2011 13:29 To: Simon Dray; RT List Subject: AW: [rt-users] Help needed with AT (Asset Tracker) Hi Simon, this should work the same way like inside RT, something like Status = 'production' AND Owner.Name LIKE 'root' (or better __CurrentUser__ Then save as a savedSearch -> put to homepage Torsten K?hne + Nagel (AG & Co.) KG, Gesch?ftsleitung: Hans-Georg Brinkmann (Vors.), Dirk Blesius, Reiner Heiken, Bruno Mang, Alfred Manke, Christian Marnett?, Mark Reinhardt, Jens Wollesen, Klaus J?ger (stellv.), Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Pers?nlich haftende Gesellschaft: K?hne & Nagel A.G., Sitz: Contern/Luxemburg, Gesch?ftsf?hrender Verwaltungsrat: Klaus-Michael K?hne ________________________________ Von: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] Im Auftrag von Simon Dray Gesendet: Dienstag, 8. M?rz 2011 14:04 An: RT List Betreff: [rt-users] Help needed with AT (Asset Tracker) RT 3.8.9 AT version Last Release from Todd I wonder if anyone can help me, I want to be able to offer the users of AT a view similar to My Tickets this would display the assets currently assigned to them when they login. If anyone can help it would be greatly appreciated Regards Simon Simon Dray Customer Support Engineer ANT Software Limited Tel: +44 1223 716400 Direct: +44 1223 716476 simon.dray at antplc.com HbbTV Specification Approved By ETSI... http://www.antplc.com/pr_010710.asp * ANT LEGAL DISCLAIMER * This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. They may contain legally privileged information, and may not be disclosed to anyone else. If you have received this email in error please notify the sender and delete all copies from your system. ANT plc and ANT Software Limited are registered in the United Kingdom at Cambridge Business Park, Cowley Road, Cambridge, Cambridgeshire CB4 0WZ, United Kingdom. The registered number for ANT plc is 5372859 and for ANT Software Limited is 2822565. -------------- next part -------------- An HTML attachment was scrubbed... URL: From torsten.brumm at Kuehne-Nagel.com Tue Mar 8 08:28:39 2011 From: torsten.brumm at Kuehne-Nagel.com (Brumm, Torsten / Kuehne + Nagel / Ham MI-ID) Date: Tue, 8 Mar 2011 14:28:39 +0100 Subject: [rt-users] Help needed with AT (Asset Tracker) In-Reply-To: <20e16894aaf45ebd4db5e7fb16089fa864c47de7@localhost> References: <20e16894aaf45ebd4db5e7fb16089fa864c47de7@localhost> Message-ID: <16426EA38D57E74CB1DE5A6AE1DB03940338F97C@w3hamboex11.ger.win.int.kn> Hi Simon, this should work the same way like inside RT, something like Status = 'production' AND Owner.Name LIKE 'root' (or better __CurrentUser__ Then save as a savedSearch -> put to homepage Torsten ________________________________ Kuehne + Nagel (AG & Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann (Vors.), Dirk Blesius, Reiner Heiken, Bruno Mang, Alfred Manke, Christian Marnett?, Mark Reinhardt, Jens Wollesen, Klaus Jaeger (stellv.), Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persoenlich haftende Gesellschaft: Kuehne & Nagel A.G., Sitz: Contern/Luxemburg Geschaeftsfuehrender Verwaltungsrat: Klaus-Michael Kuehne Von: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] Im Auftrag von Simon Dray Gesendet: Dienstag, 8. Maerz 2011 14:04 An: RT List Betreff: [rt-users] Help needed with AT (Asset Tracker) RT 3.8.9 AT version Last Release from Todd I wonder if anyone can help me, I want to be able to offer the users of AT a view similar to My Tickets this would display the assets currently assigned to them when they login. If anyone can help it would be greatly appreciated Regards Simon Simon Dray Customer Support Engineer ANT Software Limited Tel: +44 1223 716400 Direct: +44 1223 716476 simon.dray at antplc.com HbbTV Specification Approved By ETSI... http://www.antplc.com/pr_010710.asp * ANT LEGAL DISCLAIMER * This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. They may contain legally privileged information, and may not be disclosed to anyone else. If you have received this email in error please notify the sender and delete all copies from your system. ANT plc and ANT Software Limited are registered in the United Kingdom at Cambridge Business Park, Cowley Road, Cambridge, Cambridgeshire CB4 0WZ, United Kingdom. The registered number for ANT plc is 5372859 and for ANT Software Limited is 2822565. -------------- next part -------------- An HTML attachment was scrubbed... URL: From torsten.brumm at Kuehne-Nagel.com Tue Mar 8 08:45:26 2011 From: torsten.brumm at Kuehne-Nagel.com (Brumm, Torsten / Kuehne + Nagel / Ham MI-ID) Date: Tue, 8 Mar 2011 14:45:26 +0100 Subject: [rt-users] Help needed with AT (Asset Tracker) In-Reply-To: <51c4c429465fdf93fee389a494b6a6631d3eef23@localhost> References: <20e16894aaf45ebd4db5e7fb16089fa864c47de7@localhost> <16426EA38D57E74CB1DE5A6AE1DB03940338F97C@w3hamboex11.ger.win.int.kn> <51c4c429465fdf93fee389a494b6a6631d3eef23@localhost> Message-ID: <16426EA38D57E74CB1DE5A6AE1DB03940338F98A@w3hamboex11.ger.win.int.kn> Hi Simon, current user should reflect the id (?) of the currently logged in user, but now i see, this is not selectable by AT Query Builder - this could be a bug or simply forgotten. Will update you (or todd if he is wake) Torsten ________________________________ Von: Simon Dray [mailto:Simon.Dray at antplc.com] Gesendet: Dienstag, 8. M?rz 2011 14:40 An: Brumm, Torsten / Kuehne + Nagel / Ham MI-ID; RT List Betreff: RE: [rt-users] Help needed with AT (Asset Tracker) Torsten Hi I have tried Owner.Name = '__CurrentUser__' no joy comes back with 0 Also tried Owner.RealName Spent most of the morning trying to fathom this out , I cannot see how __CurrentUser__ is worked out in the AT search Regards Simon From: Brumm, Torsten / Kuehne + Nagel / Ham MI-ID [mailto:torsten.brumm at Kuehne-Nagel.com] Sent: 08 March 2011 13:29 To: Simon Dray; RT List Subject: AW: [rt-users] Help needed with AT (Asset Tracker) Hi Simon, this should work the same way like inside RT, something like Status = 'production' AND Owner.Name LIKE 'root' (or better __CurrentUser__ Then save as a savedSearch -> put to homepage Torsten K?hne + Nagel (AG & Co.) KG, Gesch?ftsleitung: Hans-Georg Brinkmann (Vors.), Dirk Blesius, Reiner Heiken, Bruno Mang, Alfred Manke, Christian Marnett?, Mark Reinhardt, Jens Wollesen, Klaus J?ger (stellv.), Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Pers?nlich haftende Gesellschaft: K?hne & Nagel A.G., Sitz: Contern/Luxemburg, Gesch?ftsf?hrender Verwaltungsrat: Klaus-Michael K?hne ________________________________ Von: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] Im Auftrag von Simon Dray Gesendet: Dienstag, 8. M?rz 2011 14:04 An: RT List Betreff: [rt-users] Help needed with AT (Asset Tracker) RT 3.8.9 AT version Last Release from Todd I wonder if anyone can help me, I want to be able to offer the users of AT a view similar to My Tickets this would display the assets currently assigned to them when they login. If anyone can help it would be greatly appreciated Regards Simon Simon Dray Customer Support Engineer ANT Software Limited Tel: +44 1223 716400 Direct: +44 1223 716476 simon.dray at antplc.com HbbTV Specification Approved By ETSI... http://www.antplc.com/pr_010710.asp * ANT LEGAL DISCLAIMER * This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. They may contain legally privileged information, and may not be disclosed to anyone else. If you have received this email in error please notify the sender and delete all copies from your system. ANT plc and ANT Software Limited are registered in the United Kingdom at Cambridge Business Park, Cowley Road, Cambridge, Cambridgeshire CB4 0WZ, United Kingdom. The registered number for ANT plc is 5372859 and for ANT Software Limited is 2822565. -------------- next part -------------- An HTML attachment was scrubbed... URL: From greylisted at gmail.com Tue Mar 8 09:18:20 2011 From: greylisted at gmail.com (Michael Polivanov) Date: Tue, 8 Mar 2011 15:18:20 +0100 Subject: [rt-users] Session take over while using RT::Authen::External In-Reply-To: <4D710E9E.2080902@bestpractical.com> References: <4D6FD8E7.9070707@bestpractical.com> <4D6FE791.8020408@bestpractical.com> <4D6FED3B.5000506@bestpractical.com> <4D710E9E.2080902@bestpractical.com> Message-ID: We were able to fix the issue (at least we believe it, more testing is necessary) by starting standalone FastCGI RT server. Further analysis of the issue is required, but as there are so many factors to consider (Perl build, FastCGI, RH EL6, ...), it will take a while. From Simon.Dray at antplc.com Tue Mar 8 09:36:23 2011 From: Simon.Dray at antplc.com (Simon Dray) Date: Tue, 8 Mar 2011 14:36:23 +0000 Subject: [rt-users] Help needed with AT (Asset Tracker) In-Reply-To: <16426EA38D57E74CB1DE5A6AE1DB03940338F98A@w3hamboex11.ger.win.int.kn> References: <20e16894aaf45ebd4db5e7fb16089fa864c47de7@localhost> <16426EA38D57E74CB1DE5A6AE1DB03940338F97C@w3hamboex11.ger.win.int.kn> <51c4c429465fdf93fee389a494b6a6631d3eef23@localhost> <16426EA38D57E74CB1DE5A6AE1DB03940338F98A@w3hamboex11.ger.win.int.kn> Message-ID: <1f03492ef6a5e6d2c6b538e6f3588bfd87467f92@localhost> Torsten Any help on this would be greatly appreciated. Regards Simon From: Brumm, Torsten / Kuehne + Nagel / Ham MI-ID [mailto:torsten.brumm at Kuehne-Nagel.com] Sent: 08 March 2011 13:45 To: Simon Dray; RT List Subject: AW: [rt-users] Help needed with AT (Asset Tracker) Hi Simon, current user should reflect the id (?) of the currently logged in user, but now i see, this is not selectable by AT Query Builder - this could be a bug or simply forgotten. Will update you (or todd if he is wake) Torsten ________________________________ Von: Simon Dray [mailto:Simon.Dray at antplc.com] Gesendet: Dienstag, 8. M?rz 2011 14:40 An: Brumm, Torsten / Kuehne + Nagel / Ham MI-ID; RT List Betreff: RE: [rt-users] Help needed with AT (Asset Tracker) Torsten Hi I have tried Owner.Name = '__CurrentUser__' no joy comes back with 0 Also tried Owner.RealName Spent most of the morning trying to fathom this out , I cannot see how __CurrentUser__ is worked out in the AT search Regards Simon From: Brumm, Torsten / Kuehne + Nagel / Ham MI-ID [mailto:torsten.brumm at Kuehne-Nagel.com] Sent: 08 March 2011 13:29 To: Simon Dray; RT List Subject: AW: [rt-users] Help needed with AT (Asset Tracker) Hi Simon, this should work the same way like inside RT, something like Status = 'production' AND Owner.Name LIKE 'root' (or better __CurrentUser__ Then save as a savedSearch -> put to homepage Torsten K?hne + Nagel (AG & Co.) KG, Gesch?ftsleitung: Hans-Georg Brinkmann (Vors.), Dirk Blesius, Reiner Heiken, Bruno Mang, Alfred Manke, Christian Marnett?, Mark Reinhardt, Jens Wollesen, Klaus J?ger (stellv.), Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Pers?nlich haftende Gesellschaft: K?hne & Nagel A.G., Sitz: Contern/Luxemburg, Gesch?ftsf?hrender Verwaltungsrat: Klaus-Michael K?hne ________________________________ Von: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] Im Auftrag von Simon Dray Gesendet: Dienstag, 8. M?rz 2011 14:04 An: RT List Betreff: [rt-users] Help needed with AT (Asset Tracker) RT 3.8.9 AT version Last Release from Todd I wonder if anyone can help me, I want to be able to offer the users of AT a view similar to My Tickets this would display the assets currently assigned to them when they login. If anyone can help it would be greatly appreciated Regards Simon Simon Dray Customer Support Engineer ANT Software Limited Tel: +44 1223 716400 Direct: +44 1223 716476 simon.dray at antplc.com HbbTV Specification Approved By ETSI... http://www.antplc.com/pr_010710.asp * ANT LEGAL DISCLAIMER * This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. They may contain legally privileged information, and may not be disclosed to anyone else. If you have received this email in error please notify the sender and delete all copies from your system. ANT plc and ANT Software Limited are registered in the United Kingdom at Cambridge Business Park, Cowley Road, Cambridge, Cambridgeshire CB4 0WZ, United Kingdom. The registered number for ANT plc is 5372859 and for ANT Software Limited is 2822565. -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Tue Mar 8 11:10:00 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 8 Mar 2011 11:10:00 -0500 Subject: [rt-users] How to configure font for RTFM articles? In-Reply-To: References: Message-ID: <20110308161000.GA636@jibsheet.com> On Tue, Mar 08, 2011 at 12:49:15PM +0100, Guadagnino Cristiano wrote: > Hi all, > > I feel the default font in RTFM articles is too tiny. Is there a way to configure the standard > font for RTFM article bodies? > > I did not find anything in RTFM docs, nor in this list archives. Do you mean on the article display page? Override the declarations in webrtfm.css in some local css, or send a patch against it for future releases. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From yan at seiner.com Tue Mar 8 11:27:58 2011 From: yan at seiner.com (Yan Seiner) Date: Tue, 8 Mar 2011 08:27:58 -0800 (PST) Subject: [rt-users] Undestanding approvals and workflow Message-ID: <8e2dd46054e153eb8dddcde84b196769.squirrel@mail.seiner.com> I am working in a design/construction environment, using RT to manage and track flow of work from design to construction. The process I want to implement is this: Outside of RT: A budget or planning action triggers a Construction event Inside RT: The Division Manager, Construction Manager, or Engineering Manager creates a Construction ticket and a Design ticket. The relationship is this: The Design ticket is a child of the Construction ticket. The Construction Ticket depends on the Design ticket. The Engineering Manager must approve the Design ticket before it is resolved. The Construction Manager must approve the Construction ticket before it is resolved. Ideally I would like for the ticket creation to be automated with the appropriate dependencies, so that the creation of a ticket in the Construction queue creates the appropriate tickets in the Design queue and the Approvals queue. Can this be done? I've never done any scripting in RT... -- If you have eight hours to chop down a tree spend six sharpening your axe. --Abraham Lincoln From falcone at bestpractical.com Tue Mar 8 11:33:11 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 8 Mar 2011 11:33:11 -0500 Subject: [rt-users] dumpfile-to-rt-3.0, incremental import failed In-Reply-To: References: Message-ID: <20110308163311.GB636@jibsheet.com> On Mon, Mar 07, 2011 at 03:34:37PM +0100, Daniel Schwager wrote: > Hi, > > we would like to update from rt 2.0.11 to 3.8.8. > > Using dumpfile-to-rt-3.0, a full export/import works fine. > The incremental import ended with the following error: > > I found a thread concerning this issue > > http://www.gossamer-threads.com/lists/rt/users/89660?search_string=%20Co > uldn't%20set%20EffectiveId:%20That%20is%20already%20the%20current%20valu > e;#89660 > but the solution was told to the community. Actually, Dom pointed out the problem in that thread, although I'm not entirely sure why it fails to look up properly (probably a loading order bug). What happens if you change the line BEGIN { $RT::DontCacheSearchBuilderRecords = 1; } to instead use RT->Config->Set('DontCacheSearchBuilderRecords', 1); You can also go pull Dom's more complete patch from his github, although I think when that hits master it will be slightly different. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From mledbetter at neuric.com Tue Mar 8 15:24:24 2011 From: mledbetter at neuric.com (Micah R Ledbetter) Date: Tue, 8 Mar 2011 14:24:24 -0600 Subject: [rt-users] I can't authenticate via LDAP; I don't see the log messages I expect Message-ID: <002b01cbddce$d0c0f860$7242e920$@com> Hi all, I'm having a problem making RT::Authen::ExternalAuth work with LDAP. Furthermore, when I go to the log to find out what's wrong, I see almost nothing there. I'm on Ubuntu 10.04.1, running RT 3.8.8 installed from source to /opt/rt3, and RT::Authen::ExternalAuth 0.08 installed from CPAN via this command: > PERL5LIB=/opt/rt3/lib cpan RT::Authen::ExternalAuth Here is my RT_SiteConfig.pm: http://pastie.org/1648532 I can log in as root, or any other locally-created user. When I do, I get a message to rt.log that looks like this: > [Tue Mar 8 19:46:18 2011] [info]: Successful login for root from \ > 192.168.55.133 (/opt/rt3/bin/../lib/RT/Interface/Web.pm:430) I cannot log in as any of my Active Directory users. When I do, or when I send a known-bad username/password combination, I get a message to rt.log that looks like this: > [Tue Mar 8 19:45:55 2011] [error]: FAILED LOGIN for mledbetter from \ > 192.168.55.133 (/opt/rt3/bin/../lib/RT/Interface/Web.pm:424) Those are the only messages that are EVER logged to the log file. I didn't even realize that there were more things that RT would log, until I ran across this message: http://lists.bestpractical.com/pipermail/rt-users/2010-August/065986.html Why can I not see those log messages? I would very much appreciate help in this regard, because if I could just solve that problem I think I could fix the Active Directory problem myself. Note that when I log in as root (which works because, of course, root is a local user, not an AD user), I can go to the System Configuration page. There, in the "RT Configuration" section, I see this line: > Plugins RT::Authen::ExternalAuth site config And in the "Loaded perl modules" section, I see this line: > RT::Interface::Web::Request 0.30 \ > /opt/rt3/bin/../lib/RT/Interface/Web/Request.pm I'm not sure where to go from here, and I'd appreciate any input. I'd also like to thank trs and jibsheet for helping me on IRC. - Micah From mledbetter at neuric.com Tue Mar 8 18:31:01 2011 From: mledbetter at neuric.com (Micah R Ledbetter) Date: Tue, 08 Mar 2011 17:31:01 -0600 Subject: [rt-users] I can't authenticate via LDAP; I don't see the log messages I expect In-Reply-To: References: <002b01cbddce$d0c0f860$7242e920$@com> Message-ID: <4D76BC35.5030406@neuric.com> Mark, Thanks for the reply. On 3/8/2011 4:41 PM, Mark Farver wrote: >> I'm having a problem making RT::Authen::ExternalAuth work with LDAP. >> Furthermore, when I go to the log to find out what's wrong, I see almost >> nothing there. > It took me a very long time to figure this problem out, eventually > figuring it out with strace. RT::ExternalAuth created an example > /opt/rt3/local/etc/RT_SiteConfig.pm file that was overriding my > /opt/rt3/etc/RT_SiteConfig.pm file. Since the example file created by > ExternalAuth has very little in it it was breaking my config. Copying > the required contents into my SiteConfig and deleting the example was > all it took to start getting meaningful errors. I did find another RT_SiteConfig.pm, not inside /opt/rt3/local/etc, but inside /opt/rt3/local/plugins/RT-Authen-ExternalAuth/etc/ -- however, when I deleted it and restarted apache, there was no change in the logging behavior. I ran a "find /opt/rt3 -name \*Config\*" just to be sure, but it didn't find any config file that I didn't already know about. I also checked in /etc/ but I found nothing there of interest either. Good eye, though. Any other ideas? - Micah From yan at seiner.com Tue Mar 8 18:36:47 2011 From: yan at seiner.com (Yan Seiner) Date: Tue, 8 Mar 2011 15:36:47 -0800 (PST) Subject: [rt-users] How to approve ticket resolution? Message-ID: <764a3284d0a07a2317a2bb860a507c55.squirrel@mail.seiner.com> I need to set up a system where a manager has to approve has to approve a ticket before it's closed. I've tried the ___Aprovals queue; what happens is: User marks Ticket as resolved Approval goes into the queue Ticket shows up as resolved Manager approves the ticket RT changes the ticket from 'resolved' to 'open' Not the right thing at all. Somehow I have to trap the "resolved" action before it gets acted on so a manager has to approve it. Any way to do that? -- If you have eight hours to chop down a tree spend six sharpening your axe. --Abraham Lincoln From stosic.matthew at gmail.com Tue Mar 8 18:55:04 2011 From: stosic.matthew at gmail.com (Matt Stosic) Date: Wed, 9 Mar 2011 10:55:04 +1100 Subject: [rt-users] How to approve ticket resolution? In-Reply-To: <764a3284d0a07a2317a2bb860a507c55.squirrel@mail.seiner.com> References: <764a3284d0a07a2317a2bb860a507c55.squirrel@mail.seiner.com> Message-ID: <6FA7889A-730A-4E1B-8130-A22D84656F4F@gmail.com> Hi Yan, The way we did this was to create a custom field for all tickets. It's called "Ready for Closure" and it has two options, "Yes" or "No". Instead of marking the ticket as resolved, the user marks it as "Ready for Closure". The manager has a view which shows unresolved tickets that are ready for closure, and the manager then resolves those tickets if they are happy with them / approve them. I hope this helps. Matt Stosic On 09/03/2011, at 10:36 AM, Yan Seiner wrote: > I need to set up a system where a manager has to approve has to approve a > ticket before it's closed. > > I've tried the ___Aprovals queue; what happens is: > > User marks Ticket as resolved > > Approval goes into the queue > > Ticket shows up as resolved > > Manager approves the ticket > > RT changes the ticket from 'resolved' to 'open' > > Not the right thing at all. > > Somehow I have to trap the "resolved" action before it gets acted on so a > manager has to approve it. > > Any way to do that? > > > -- > If you have eight hours to chop down a tree > spend six sharpening your axe. > --Abraham Lincoln > From mledbetter at neuric.com Tue Mar 8 18:57:17 2011 From: mledbetter at neuric.com (Micah R Ledbetter) Date: Tue, 08 Mar 2011 17:57:17 -0600 Subject: [rt-users] I can't authenticate via LDAP; I don't see the log messages I expect In-Reply-To: References: <002b01cbddce$d0c0f860$7242e920$@com> <4D76BC35.5030406@neuric.com> Message-ID: <4D76C25D.6090403@neuric.com> On 3/8/2011 5:37 PM, Mark Farver wrote: > You might turn up the log level, add: > > Set($LogToScreen , 'debug'); > > And see if anything interesting turns up in the Apache logs. > > You could also try using the same credentials, hostname etc with > ldapsearch on the command line to verify that you have AD configured > correctly. > > Mark Actually, LogToScreen is already set in my RT_SiteConfig.pm and the only thing I get out of Apache's error.log is this stuff: > [Tue Mar 08 17:45:27 2011] [info] [client 192.168.55.133] Connection > to child 5 established (server alpha:443) > [Tue Mar 08 17:45:27 2011] [info] Seeding PRNG with 648 bytes of entropy > [Tue Mar 08 17:45:27 2011] [info] Initial (No.1) HTTPS request > received for child 5 (server alpha:443) > [Tue Mar 8 23:45:27 2011] [error]: FAILED LOGIN for mledbetter from > 192.168.55.133 (/opt/rt3/bin/../lib/RT/Interface/Web.pm:424) > [Tue Mar 08 17:45:27 2011] [info] Subsequent (No.2) HTTPS request > received for child 5 (server alpha:443) > [Tue Mar 08 17:45:27 2011] [info] [client 192.168.55.133] Spelling > fix: /rt/NoAuth/RichText/fckeditor.js: 1 candidates from > https://alpha/rt/, referer: https://alpha/rt/ > [Tue Mar 08 17:45:27 2011] [info] Subsequent (No.3) HTTPS request > received for child 5 (server alpha:443) > [Tue Mar 08 17:45:27 2011] [info] [client 192.168.55.133] Spelling > fix: /rt/NoAuth/RichText/fckeditor.js: 1 candidates from > https://alpha/rt/, referer: https://alpha/rt/ > [Tue Mar 08 17:45:42 2011] [info] [client 192.168.55.133] (70007)The > timeout specified has expired: SSL input filter read failed. > [Tue Mar 08 17:45:42 2011] [info] [client 192.168.55.133] Connection > closed to child 5 with standard shutdown (server alpha:443) And I'm not even sure that those [info] lines don't come from apache itself anyway. At any rate, there is no evidence that it's even trying LDAP authentication. As for running ldapsearch with the credentials in my RT_SiteConfig.pm, I've already tried that and it works. If I run this command: > ldapsearch -h fattire -p 3268 -D rtldap -w 'PASSWORD' \ > -b 'ou=Services,dc=neuric,dc=internal' And it will return my RT Users group: > dn: CN=RT Users,OU=Services,DC=neuric,DC=internal > ... etc ... I've tried setting the 'user' in $ExternalSettings to 'rtldap' and the full 'cn=rtldap,ou=Services,dc=internal,dc=local' because I've seen it both ways online, but neither one works, or produces any different log output. However, going any further toward debugging this without any LDAP related logging at all is obviously no fun, and I'd really like to actually get logging working before jumping ahead and trying to just troubleshoot through a black box. Thanks for your suggestions. - Micah From yan at seiner.com Tue Mar 8 19:27:45 2011 From: yan at seiner.com (Yan Seiner) Date: Tue, 8 Mar 2011 16:27:45 -0800 (PST) Subject: [rt-users] How to approve ticket resolution? In-Reply-To: <6FA7889A-730A-4E1B-8130-A22D84656F4F@gmail.com> References: <764a3284d0a07a2317a2bb860a507c55.squirrel@mail.seiner.com> <6FA7889A-730A-4E1B-8130-A22D84656F4F@gmail.com> Message-ID: <500d937ec002debdecd4c7f7cbd8dad7.squirrel@mail.seiner.com> I thought about that... My problem is that I already require management approval to open a ticket, so managers and users are used to the approval queue. What I really need is to remove "resolve" from non-management users, and replace it with "review".... If only I knew perl... :-( --Yan On Tue, March 8, 2011 3:55 pm, Matt Stosic wrote: > Hi Yan, > > The way we did this was to create a custom field for all tickets. It's > called "Ready for Closure" and it has two options, "Yes" or "No". > > Instead of marking the ticket as resolved, the user marks it as "Ready for > Closure". > > The manager has a view which shows unresolved tickets that are ready for > closure, and the manager then resolves those tickets if they are happy > with them / approve them. > > I hope this helps. > > Matt Stosic > > On 09/03/2011, at 10:36 AM, Yan Seiner wrote: > >> I need to set up a system where a manager has to approve has to approve >> a >> ticket before it's closed. >> >> I've tried the ___Aprovals queue; what happens is: >> >> User marks Ticket as resolved >> >> Approval goes into the queue >> >> Ticket shows up as resolved >> >> Manager approves the ticket >> >> RT changes the ticket from 'resolved' to 'open' >> >> Not the right thing at all. >> >> Somehow I have to trap the "resolved" action before it gets acted on so >> a >> manager has to approve it. >> >> Any way to do that? >> >> >> -- >> If you have eight hours to chop down a tree >> spend six sharpening your axe. >> --Abraham Lincoln >> > > > !DSPAM:4d76c1fc310301804284693! > > -- If you have eight hours to chop down a tree spend six sharpening your axe. --Abraham Lincoln From yan at seiner.com Tue Mar 8 19:31:16 2011 From: yan at seiner.com (Yan Seiner) Date: Tue, 8 Mar 2011 16:31:16 -0800 (PST) Subject: [rt-users] How to approve ticket resolution? In-Reply-To: <500d937ec002debdecd4c7f7cbd8dad7.squirrel@mail.seiner.com> References: <764a3284d0a07a2317a2bb860a507c55.squirrel@mail.seiner.com> <6FA7889A-730A-4E1B-8130-A22D84656F4F@gmail.com> <500d937ec002debdecd4c7f7cbd8dad7.squirrel@mail.seiner.com> Message-ID: <3ac8268ec0aff701127bae534fc44009.squirrel@mail.seiner.com> On Tue, March 8, 2011 4:27 pm, Yan Seiner wrote: > What I really need is to remove "resolve" from non-management users, and > replace it with "review".... HAH! http://requesttracker.wikia.com/wiki/CustomStatuses -- If you have eight hours to chop down a tree spend six sharpening your axe. --Abraham Lincoln From jledford at biltmore.com Tue Mar 8 19:48:03 2011 From: jledford at biltmore.com (Jason Ledford) Date: Tue, 8 Mar 2011 19:48:03 -0500 Subject: [rt-users] I can't authenticate via LDAP; I don't see the log messages I expect In-Reply-To: <002b01cbddce$d0c0f860$7242e920$@com> References: <002b01cbddce$d0c0f860$7242e920$@com> Message-ID: <435CB3214F92FD4E8E5CEEB86A20440240F8ABD5ED@MAILBOX.tbcnet.biltmore.com> I am using rt 3.8.9, but I had to update to the dev release of external auth http://search.cpan.org/CPAN/authors/id/F/FA/FALCONE/RT-Authen-ExternalAuth-0.08_01.tar.gz I was getting results like you, or lack of results. It didn't appear to even be loading the plugin. ________________________________________ From: rt-users-bounces at lists.bestpractical.com [rt-users-bounces at lists.bestpractical.com] On Behalf Of Micah R Ledbetter [mledbetter at neuric.com] Sent: Tuesday, March 08, 2011 3:24 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] I can't authenticate via LDAP; I don't see the log messages I expect Hi all, I'm having a problem making RT::Authen::ExternalAuth work with LDAP. Furthermore, when I go to the log to find out what's wrong, I see almost nothing there. I'm on Ubuntu 10.04.1, running RT 3.8.8 installed from source to /opt/rt3, and RT::Authen::ExternalAuth 0.08 installed from CPAN via this command: > PERL5LIB=/opt/rt3/lib cpan RT::Authen::ExternalAuth Here is my RT_SiteConfig.pm: http://pastie.org/1648532 I can log in as root, or any other locally-created user. When I do, I get a message to rt.log that looks like this: > [Tue Mar 8 19:46:18 2011] [info]: Successful login for root from \ > 192.168.55.133 (/opt/rt3/bin/../lib/RT/Interface/Web.pm:430) I cannot log in as any of my Active Directory users. When I do, or when I send a known-bad username/password combination, I get a message to rt.log that looks like this: > [Tue Mar 8 19:45:55 2011] [error]: FAILED LOGIN for mledbetter from \ > 192.168.55.133 (/opt/rt3/bin/../lib/RT/Interface/Web.pm:424) Those are the only messages that are EVER logged to the log file. I didn't even realize that there were more things that RT would log, until I ran across this message: http://lists.bestpractical.com/pipermail/rt-users/2010-August/065986.html Why can I not see those log messages? I would very much appreciate help in this regard, because if I could just solve that problem I think I could fix the Active Directory problem myself. Note that when I log in as root (which works because, of course, root is a local user, not an AD user), I can go to the System Configuration page. There, in the "RT Configuration" section, I see this line: > Plugins RT::Authen::ExternalAuth site config And in the "Loaded perl modules" section, I see this line: > RT::Interface::Web::Request 0.30 \ > /opt/rt3/bin/../lib/RT/Interface/Web/Request.pm I'm not sure where to go from here, and I'd appreciate any input. I'd also like to thank trs and jibsheet for helping me on IRC. - Micah From gilbert at dido.ca Tue Mar 8 20:12:34 2011 From: gilbert at dido.ca (Gilbert Rebeiro) Date: Tue, 08 Mar 2011 20:12:34 -0500 Subject: [rt-users] Possible to view a ticket with inline graphics wysiwyg Message-ID: <4D76D402.7040309@dido.ca> Hi, We do often receive emails with the form 1st Click: Screenshot 1 next click here screenshot 2 next click here screenshot 3 etc.. When this email arrives in RT it shows. 1st Click: next click here next click here etc... ----------------------------------------------- screenshot 1 screenshot 2 screenshot 3 Is it possible for to have the emails and attachments inline as they were sent? Thanks, Gilbert. From yan at seiner.com Tue Mar 8 23:41:14 2011 From: yan at seiner.com (Yan Seiner) Date: Tue, 08 Mar 2011 20:41:14 -0800 Subject: [rt-users] Possible to deny Resolve. Reject permissions? Message-ID: <4D7704EA.6060705@seiner.com> Is it possible to deny users permission to Resolve or Reject a ticket while giving them modify permissions on the ticket? -- 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 electronics are Taiwanese. My rifle is Czech. My shoes are Chinese. My math is Arabic, my writing Latin. And you complain that your neighbor is Mexican? From guadagnino.cristiano at creval.it Wed Mar 9 03:39:12 2011 From: guadagnino.cristiano at creval.it (Guadagnino Cristiano) Date: Wed, 9 Mar 2011 09:39:12 +0100 Subject: [rt-users] R: How to configure font for RTFM articles? In-Reply-To: <20110308161000.GA636@jibsheet.com> References: <20110308161000.GA636@jibsheet.com> Message-ID: Hi Kevin! Thank you, that's exactly what I needed. Bye Cris -----Messaggio originale----- Da: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] Per conto di Kevin Falcone Inviato: Tuesday, March 08, 2011 5:10 PM A: rt-users at lists.bestpractical.com Oggetto: Re: [rt-users] How to configure font for RTFM articles? On Tue, Mar 08, 2011 at 12:49:15PM +0100, Guadagnino Cristiano wrote: > Hi all, > > I feel the default font in RTFM articles is too tiny. Is there a way to configure the standard > font for RTFM article bodies? > > I did not find anything in RTFM docs, nor in this list archives. Do you mean on the article display page? Override the declarations in webrtfm.css in some local css, or send a patch against it for future releases. -kevin From niclas.more at ticnet.se Wed Mar 9 03:37:25 2011 From: niclas.more at ticnet.se (=?iso-8859-1?Q?Niclas_M=F6re?=) Date: Wed, 9 Mar 2011 08:37:25 -0000 Subject: [rt-users] Delete attachments of closed tickets Message-ID: <159DE994BDEF8E47A28D88E3D1BB61940F3B7077@MANUK-EXB-AV1.ticketmaster.corp> Hi, I am looking for a way to schedule (cron) a job to remove attachments of all tickets that's been closed for more than one week. Or even better, replace the attachment with an informative text that the attachment been removed. I've been looking into RT-Shredder, but don't really understand how to restrict the selection of attachments to tickets closed for a certain period of time. Thanks -------------- next part -------------- An HTML attachment was scrubbed... URL: From LionelW at Imperatech.com Wed Mar 9 04:54:58 2011 From: LionelW at Imperatech.com (Lionel Wolfaardt) Date: Wed, 9 Mar 2011 11:54:58 +0200 Subject: [rt-users] Saving info for Custom Fields Message-ID: <67F75E6A1A59DA43A40F54D3A10BED9A010D0FF8EF@TELCPTEXM2.tellumat.co.za> Ok I'm hoping someone knows how to do this. We have various custom fields where Users will fill in data about a specific thing. Is there a way that when someone fills in one of these custom fields whilst creating a ticket, the Info they put into the Custom field will be saved to a drop down list for future use so that the user doesn't have to type in this data into the custom field for another ticket? From: Lionel Wolfaardt Sent: 09 March 2011 11:45 AM To: 'rt-users at lists.bestpractical.com' Subject: Saving info for Custom Fields Lionel Wolfaardt [cid:image001.jpg at 01CBDE50.D03CB320] * +27 21 710 2999 (Tel) * +27 21 710 2399 (Fax) * lionelW at imperatech.com * www.imperatech.com [cid:image002.png at 01CBDE50.D03CB320][cid:image003.png at 01CBDE50.D03CB320] ********************************************************************** Relevant company disclaimers are available at the following addresses: Email: mailto:disclaimer at imperatech.com?Subject=Imperatech_Disclaimer ********************************************************************** ********************************************************************** Relevant company disclaimers are available at the following addresses: Email: mailto:disclaimer at imperatech.com?Subject=Imperatech_Disclaimer ********************************************************************** -------------- next part -------------- An HTML attachment was scrubbed... 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Name: image003.png Type: image/png Size: 11552 bytes Desc: image003.png URL: From LionelW at Imperatech.com Wed Mar 9 04:45:06 2011 From: LionelW at Imperatech.com (Lionel Wolfaardt) Date: Wed, 9 Mar 2011 11:45:06 +0200 Subject: [rt-users] Saving info for Custom Fields Message-ID: <67F75E6A1A59DA43A40F54D3A10BED9A010D0FF8EB@TELCPTEXM2.tellumat.co.za> Lionel Wolfaardt [cid:image001.jpg at 01CBDE4F.6F82B210] * +27 21 710 2999 (Tel) * +27 21 710 2399 (Fax) * lionelW at imperatech.com * www.imperatech.com [cid:image002.png at 01CBDE4F.6F82B210][cid:image003.png at 01CBDE4F.6F82B210] ********************************************************************** Relevant company disclaimers are available at the following addresses: Email: mailto:disclaimer at imperatech.com?Subject=Imperatech_Disclaimer ********************************************************************** -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image001.jpg Type: image/jpeg Size: 2043 bytes Desc: image001.jpg URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image002.png Type: image/png Size: 13244 bytes Desc: image002.png URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image003.png Type: image/png Size: 11552 bytes Desc: image003.png URL: From ruz at bestpractical.com Wed Mar 9 06:38:39 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Wed, 9 Mar 2011 14:38:39 +0300 Subject: [rt-users] Delete attachments of closed tickets In-Reply-To: <159DE994BDEF8E47A28D88E3D1BB61940F3B7077@MANUK-EXB-AV1.ticketmaster.corp> References: <159DE994BDEF8E47A28D88E3D1BB61940F3B7077@MANUK-EXB-AV1.ticketmaster.corp> Message-ID: Hello, There is no such search capabilities in the shredder. Write a script that finds attachments you want to delete and fire shredder. On Wed, Mar 9, 2011 at 11:37 AM, Niclas M?re wrote: > Hi, > > > > I am looking for a way to schedule (cron) a job to remove attachments of all > tickets that?s been closed for more than one week. Or even better, replace > the attachment with an informative text that the attachment been removed. > > I?ve been looking into RT-Shredder, but don?t really understand how to > restrict the selection of attachments to tickets closed for a certain period > of time. > > > > Thanks > > -- Best regards, Ruslan. From ruz at bestpractical.com Wed Mar 9 06:40:11 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Wed, 9 Mar 2011 14:40:11 +0300 Subject: [rt-users] Possible to deny Resolve. Reject permissions? In-Reply-To: <4D7704EA.6060705@seiner.com> References: <4D7704EA.6060705@seiner.com> Message-ID: Hello, In 3.8 with a hack. In 4.0 with lifecycles configuration. On Wed, Mar 9, 2011 at 7:41 AM, Yan Seiner wrote: > Is it possible to deny users permission to Resolve or Reject a ticket while > giving them modify permissions on the ticket? > > -- > 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 > electronics are Taiwanese. My rifle is Czech. My shoes are Chinese. ?My math > is Arabic, my writing Latin. And you complain that your neighbor is Mexican? > > -- Best regards, Ruslan. From yan at seiner.com Wed Mar 9 08:44:19 2011 From: yan at seiner.com (Yan Seiner) Date: Wed, 09 Mar 2011 05:44:19 -0800 Subject: [rt-users] Possible to deny Resolve. Reject permissions? In-Reply-To: References: <4D7704EA.6060705@seiner.com> Message-ID: <4D778433.1020205@seiner.com> So... Any hints on the hack? And/or, when will 4.0 be out? Ruslan Zakirov wrote: > Hello, > > In 3.8 with a hack. In 4.0 with lifecycles configuration. > > On Wed, Mar 9, 2011 at 7:41 AM, Yan Seiner wrote: > >> Is it possible to deny users permission to Resolve or Reject a ticket while >> giving them modify permissions on the ticket? >> >> -- >> 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 >> electronics are Taiwanese. My rifle is Czech. My shoes are Chinese. My math >> is Arabic, my writing Latin. And you complain that your neighbor is Mexican? >> >> >> > > > > -- 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 electronics are Taiwanese. My rifle is Czech. My shoes are Chinese. My math is Arabic, my writing Latin. And you complain that your neighbor is Mexican? From trs at bestpractical.com Wed Mar 9 10:17:45 2011 From: trs at bestpractical.com (Thomas Sibley) Date: Wed, 09 Mar 2011 10:17:45 -0500 Subject: [rt-users] Possible to view a ticket with inline graphics wysiwyg In-Reply-To: <4D76D402.7040309@dido.ca> References: <4D76D402.7040309@dido.ca> Message-ID: <4D779A19.4060703@bestpractical.com> On 08 Mar 2011 20:12, Gilbert Rebeiro wrote: > Is it possible for to have the emails and attachments inline as they > were sent? This is (unfortunately) not possible at the moment because RT doesn't rewrite tags which refer to CIDs. Support for that would be great. Thomas From Raed.El-Hames at daisygroupplc.com Wed Mar 9 11:07:47 2011 From: Raed.El-Hames at daisygroupplc.com (Raed El-Hames) Date: Wed, 9 Mar 2011 16:07:47 +0000 Subject: [rt-users] Possible to deny Resolve. Reject permissions? In-Reply-To: <4D778433.1020205@seiner.com> References: <4D7704EA.6060705@seiner.com> <4D778433.1020205@seiner.com> Message-ID: <892593C9CA8E25458C440A63DDC6774DCFFC04@DG-HEXMBX02.daisy.group> Yan: One way of doing this is to put the hack in Elements/SelectStatus Something like : if ($session{'CurrentUser'}{'can_resolve_ticket_or_whatever_you_want_to_call_it'}) { @status = $queue->StatusArray(); } else { @status = RT->Config->Get('ActiveStatus') ; } The above will hide the non active statuses (resolve/reject/delete) from the dropdown unless the user can resolve/reject etc. But you need to define / work on how you establish $session{'CurrentUser'}{'can_resolve_ticket_or_whatever_you_want_to_call_it'} It all depends on how you distinguish those that can resolve from those that cannot. Roy > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- > bounces at lists.bestpractical.com] On Behalf Of Yan Seiner > Sent: 09 March 2011 13:44 > To: Ruslan Zakirov > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Possible to deny Resolve. Reject permissions? > > So... Any hints on the hack? And/or, when will 4.0 be out? > > Ruslan Zakirov wrote: > > Hello, > > > > In 3.8 with a hack. In 4.0 with lifecycles configuration. > > > > On Wed, Mar 9, 2011 at 7:41 AM, Yan Seiner wrote: > > > >> Is it possible to deny users permission to Resolve or Reject a ticket > while > >> giving them modify permissions on the ticket? > >> > >> -- > >> 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 > >> electronics are Taiwanese. My rifle is Czech. My shoes are Chinese. My > math > >> is Arabic, my writing Latin. And you complain that your neighbor is > Mexican? > >> > >> > >> > > > > > > > > > > > -- > 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 > electronics are Taiwanese. My rifle is Czech. My shoes are Chinese. My > math is Arabic, my writing Latin. And you complain that your neighbor is > Mexican? From MJames at stonebridgebank.com Wed Mar 9 11:42:08 2011 From: MJames at stonebridgebank.com (Michael James) Date: Wed, 09 Mar 2011 11:42:08 -0500 Subject: [rt-users] Promoting a user who was autocreated to "real user" status... In-Reply-To: References: Message-ID: <4D7767900200009D0000C45D@mailfilter.stonebridgebank.com> Finally, a question I can answer... In Users, search for "annie" make sure to include disabled users, otherwise her name won't show up. select her name, and check the box "grant this user rights.." Then go ahead and work your magic on the rest of her permissions. Mike >>> Jason Marshall 3/4/2011 12:55 AM >>> Maybe it's just late and I'm having brain fade, but Google is failing me right now. Maybe what I hope to do is impossible, though it seems like something people would want to do. I've got a user, let's call her "Annie". She has submitted tickets via email to at least one queue, so she has an account in the Users table. Now I'm setting up another queue which I need her to have privileges in. I tried to create an "annie" account the manual way, and it says her email address is already in use, which is of course quite true. So how do I now "promote" her so I can grant her some rights? For now I just created an account with an alternate email address, but I can see this coming up a lot. Again, my apologies if this is incredibly obvious. I find that quite a few simple things in RT3 confound me, so this is just another one to add to the list if that's the case. But I still think it's pretty awesome. Thanks in advance! PS. I'm using v3.8.8 if it matters. --- Jason Marshall, IT Manager, Kelman Technologies, Inc., Calgary, AB, Canada. From a Sun Microsystems bug report (#4102680): "Workaround: don't pound on the mouse like a wild monkey." "I have great faith in fools: Self confidence my friends call it." -Edgar Allan Poe The information in this message may be proprietary and/or confidential, and protected from disclosure. If the reader of this message is not the intended recipient, or an employee or agent responsible for delivering this message to the intended recipient, you are hereby notified that any dissemination, distribution or copying of this communication is strictly prohibited. If you have received this communication in error, please notify Stonebridge Bank immediately by replying to this message and deleting it from your computer. From ronald.higgins at gmail.com Wed Mar 9 13:30:11 2011 From: ronald.higgins at gmail.com (ronald higgins) Date: Wed, 9 Mar 2011 20:30:11 +0200 Subject: [rt-users] RT Ticket History Search Message-ID: Greetings List Members, Does anyone know how to search through the ticket history. I'm trying to trace all the tickets that a particular user has worked on and not necessarily closed, possibly handed over to another user, is there a way to do this via the front or back end ? Regards Ronald From ktm at rice.edu Wed Mar 9 14:05:16 2011 From: ktm at rice.edu (Kenneth Marshall) Date: Wed, 9 Mar 2011 13:05:16 -0600 Subject: [rt-users] RT Ticket History Search In-Reply-To: References: Message-ID: <20110309190516.GV8169@aart.is.rice.edu> On Wed, Mar 09, 2011 at 08:30:11PM +0200, ronald higgins wrote: > Greetings List Members, > > Does anyone know how to search through the ticket history. I'm trying > to trace all the tickets that a particular user has worked on and not > necessarily closed, possibly handed over to another user, > is there a way to do this via the front or back end ? > > Regards > > Ronald > You can troll through the transactions table looking for a specific creator with SQL certainly. Cheers, Ken From yan at seiner.com Wed Mar 9 14:17:14 2011 From: yan at seiner.com (Yan Seiner) Date: Wed, 9 Mar 2011 11:17:14 -0800 (PST) Subject: [rt-users] Searching for approval tickets Message-ID: Whta's the magic search for approval tickets? type = 'approval' Shows all approval tickets. type = 'approval' and Status = 'open' Shows open tickets, but not those awaiting approval. I'd like to search for all approval tickets that are pending. -- If you have eight hours to chop down a tree spend six sharpening your axe. --Abraham Lincoln From Dave.Close at us.thalesgroup.com Wed Mar 9 14:31:40 2011 From: Dave.Close at us.thalesgroup.com (CLOSE Dave) Date: Wed, 9 Mar 2011 11:31:40 -0800 Subject: [rt-users] Recovering RT data base Message-ID: <4D77D59C.9020107@us.thalesgroup.com> Using RT 3.8.7 on Fedora 8 with data in MySQL. RT was working correctly for several months, though with only casual use. Approximately three weeks ago, two MySQL tables started reporting corruption. This was coincident with installation of NagiosQL, which created a new data base, but I don't know that the two events are related. Now all tables for RT report OK with mysqlcheck *except* Attachments and Transactions. For those, any attempt to reference them results in loss of the data base connection. # ./rt-validator -c [Thu Feb 24 01:11:06 2011] [warning]: DBD::mysql::st execute failed: Lost connection to MySQL server during query at ./rt-validator line 1058. (./rt-validator:1058) [Thu Feb 24 01:11:06 2011] [crit]: DBD::mysql::st execute failed: Lost connection to MySQL server during query at ./rt-validator line 1058. (/opt/rt3/sbin/../lib/RT.pm:379) DBD::mysql::st execute failed: Lost connection to MySQL server during query at ./rt-validator line 1058. # mysqlcheck -p --repair rt3 Attachments Enter password: mysqlcheck: Got error: 2013: Lost connection to MySQL server during query when executing 'REPAIR TABLE ... ' Unfortunately, I do not have MySQL backups from before this situation. The corrupt MySQL data base is backed-up by actual copy (cp while mysqld was stopped). The non-corrupt tables are backed-up by mysqldump. Is there any way to recover use of these two tables short of dropping the entire data base and recreating? If I did that, would the mysqldump of the remaining tables allow me to restore most content? -- Dave Close From ruz at bestpractical.com Wed Mar 9 16:08:45 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Thu, 10 Mar 2011 00:08:45 +0300 Subject: [rt-users] Possible to deny Resolve. Reject permissions? In-Reply-To: <892593C9CA8E25458C440A63DDC6774DCFFC04@DG-HEXMBX02.daisy.group> References: <4D7704EA.6060705@seiner.com> <4D778433.1020205@seiner.com> <892593C9CA8E25458C440A63DDC6774DCFFC04@DG-HEXMBX02.daisy.group> Message-ID: You better look at SetStatus in RT/Ticket_Overlay.pm. On Wed, Mar 9, 2011 at 7:07 PM, Raed El-Hames wrote: > Yan: > > One way of doing this is to put the hack in Elements/SelectStatus > Something like : > if ($session{'CurrentUser'}{'can_resolve_ticket_or_whatever_you_want_to_call_it'}) { > ?@status = $queue->StatusArray(); > } else { > ?@status = RT->Config->Get('ActiveStatus') ; > } > > The above will hide the non active statuses (resolve/reject/delete) from the dropdown unless the user can resolve/reject etc. > > But you need to define / work on how you establish > $session{'CurrentUser'}{'can_resolve_ticket_or_whatever_you_want_to_call_it'} > > It all depends on how you distinguish those that can resolve from those that cannot. > > Roy > >> -----Original Message----- >> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- >> bounces at lists.bestpractical.com] On Behalf Of Yan Seiner >> Sent: 09 March 2011 13:44 >> To: Ruslan Zakirov >> Cc: rt-users at lists.bestpractical.com >> Subject: Re: [rt-users] Possible to deny Resolve. Reject permissions? >> >> So... Any hints on the hack? ?And/or, when will 4.0 be out? >> >> Ruslan Zakirov wrote: >> > Hello, >> > >> > In 3.8 with a hack. In 4.0 with lifecycles configuration. >> > >> > On Wed, Mar 9, 2011 at 7:41 AM, Yan Seiner wrote: >> > >> >> Is it possible to deny users permission to Resolve or Reject a ticket >> while >> >> giving them modify permissions on the ticket? >> >> >> >> -- >> >> 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 >> >> electronics are Taiwanese. My rifle is Czech. My shoes are Chinese. ?My >> math >> >> is Arabic, my writing Latin. And you complain that your neighbor is >> Mexican? >> >> >> >> >> >> >> > >> > >> > >> > >> >> >> -- >> 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 >> electronics are Taiwanese. My rifle is Czech. My shoes are Chinese. ?My >> math is Arabic, my writing Latin. And you complain that your neighbor is >> Mexican? > > -- Best regards, Ruslan. From ruz at bestpractical.com Wed Mar 9 16:56:58 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Thu, 10 Mar 2011 00:56:58 +0300 Subject: [rt-users] Recovering RT data base In-Reply-To: <4D77D59C.9020107@us.thalesgroup.com> References: <4D77D59C.9020107@us.thalesgroup.com> Message-ID: You should look into Innodb recovery manuals. http://dev.mysql.com/doc/refman/5.0/en/innodb-recovery.html Also, you should look at mysql logs for more info. And it's really better to move forward to mysql forums/lists for help. On Wed, Mar 9, 2011 at 10:31 PM, CLOSE Dave wrote: > Using RT 3.8.7 on Fedora 8 with data in MySQL. RT was working correctly > for several months, though with only casual use. Approximately three > weeks ago, two MySQL tables started reporting corruption. This was > coincident with installation of NagiosQL, which created a new data base, > but I don't know that the two events are related. Now all tables for RT > report OK with mysqlcheck *except* Attachments and Transactions. For > those, any attempt to reference them results in loss of the data base > connection. > > # ./rt-validator -c > [Thu Feb 24 01:11:06 2011] [warning]: DBD::mysql::st execute failed: > Lost connection to MySQL server during query at ./rt-validator line > 1058. (./rt-validator:1058) > [Thu Feb 24 01:11:06 2011] [crit]: DBD::mysql::st execute failed: Lost > connection to MySQL server during query at ./rt-validator line 1058. > (/opt/rt3/sbin/../lib/RT.pm:379) > DBD::mysql::st execute failed: Lost connection to MySQL server during > query at ./rt-validator line 1058. > > # mysqlcheck -p --repair rt3 Attachments > Enter password: > mysqlcheck: Got error: 2013: Lost connection to MySQL server during > query when executing 'REPAIR TABLE ... ' > > Unfortunately, I do not have MySQL backups from before this situation. > The corrupt MySQL data base is backed-up by actual copy (cp while mysqld > was stopped). The non-corrupt tables are backed-up by mysqldump. > > Is there any way to recover use of these two tables short of dropping > the entire data base and recreating? If I did that, would the mysqldump > of the remaining tables allow me to restore most content? > -- > Dave Close > > -- Best regards, Ruslan. From BOlszewski at theprivatebank.com Wed Mar 9 17:11:34 2011 From: BOlszewski at theprivatebank.com (Brandon Olszewski) Date: Wed, 9 Mar 2011 16:11:34 -0600 Subject: [rt-users] Need RT to send mail to a group Message-ID: Greetings, I am trying to get my RT 3.8.9 instance running on SLES11 to send emails to all members of an RT group whenever a ticket is moved from any queue into the "LAN" queue. I've created a group called "LAN", and placed the desired recipient's RT user account as a member. I've used the following command to create a custom action to send email to this group: /opt/rt3/sbin/rt-email-gorup-admin -add 'Notify LAN group' -group 'LAN' And I have verified the successful creation of this action with this command: /opt/rt3/sbin/rt-email-group-admin -list 'Notify LAN group' Result of the above command: Name: Notify LAN group Module: NotifyGroup Members: Group => LAN I've created a scrip (number 14 for this RT instance) in the LAN queue with the following paramaters: Description: NotifyLAN Condition: On Queue Change Action: Notify LAN group (the custom action created in the above step) Template: Global template: Admin Correspondence (unchanged default template) Stage: TransactionCreate When I move a ticket to the LAN queue, no email is sent, and these two lines appear in the RT log file: [info]: #27/427 - Scrip 14 NotifyLAN (/opt/rt3/bin/../lib/RT/Interface/Email.pm:302) [info]: No recipients found. Not Sending. (/opt/rt3/bin/../lib/RT/Interface/Email.pm:352) I'm not set on using this method of sending email to a group if someone has an easier/working way to do it. Any help would be greatly appreciated. Brandon ________________________________ The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and privileged material. Unauthorized review, use, disclosure, or distribution is prohibited. If you receive this material/information in error, please contact the sender and destroy the material/information. Email is not a secure form of communication and should not be used to transmit personal or confidential information such as account numbers, balance information, or wire transfer requests. The PrivateBank is not responsible for the security of sensitive information received by email. -------------- next part -------------- An HTML attachment was scrubbed... URL: From matthew.hattersley at vaioni.com Wed Mar 9 17:13:22 2011 From: matthew.hattersley at vaioni.com (Matthew Hattersley) Date: Wed, 9 Mar 2011 22:13:22 -0000 Subject: [rt-users] Recovering RT data base References: <4D77D59C.9020107@us.thalesgroup.com> Message-ID: <1E61B36701968147802416A3DC64E111F0EF1E@vglsrv02.vgl2.office.vaioni.com> Just to chip in with this one, chances are that the corruption is down to a hard disk problem of some sort. MySQL only tends to corrupt (assuming innodb), if you messed with the innodb engine settings during the install of NagioSQL or a underlying HDD issue. At which point MySQL will have binlogs it struggles with and a world of other problems. Check for changes to my.cnf and dmesg for kernel messages regarding the disc. 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Although we take measures to recover such messages, it must not be assumed that an email has been received by us and important communications should always be followed up by a phone call, fax or printed copy. -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Ruslan Zakirov Sent: 09 March 2011 21:57 To: CLOSE Dave Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Recovering RT data base You should look into Innodb recovery manuals. http://dev.mysql.com/doc/refman/5.0/en/innodb-recovery.html Also, you should look at mysql logs for more info. And it's really better to move forward to mysql forums/lists for help. On Wed, Mar 9, 2011 at 10:31 PM, CLOSE Dave wrote: > Using RT 3.8.7 on Fedora 8 with data in MySQL. RT was working correctly > for several months, though with only casual use. Approximately three > weeks ago, two MySQL tables started reporting corruption. This was > coincident with installation of NagiosQL, which created a new data base, > but I don't know that the two events are related. Now all tables for RT > report OK with mysqlcheck *except* Attachments and Transactions. For > those, any attempt to reference them results in loss of the data base > connection. > > # ./rt-validator -c > [Thu Feb 24 01:11:06 2011] [warning]: DBD::mysql::st execute failed: > Lost connection to MySQL server during query at ./rt-validator line > 1058. (./rt-validator:1058) > [Thu Feb 24 01:11:06 2011] [crit]: DBD::mysql::st execute failed: Lost > connection to MySQL server during query at ./rt-validator line 1058. > (/opt/rt3/sbin/../lib/RT.pm:379) > DBD::mysql::st execute failed: Lost connection to MySQL server during > query at ./rt-validator line 1058. > > # mysqlcheck -p --repair rt3 Attachments > Enter password: > mysqlcheck: Got error: 2013: Lost connection to MySQL server during > query when executing 'REPAIR TABLE ... ' > > Unfortunately, I do not have MySQL backups from before this situation. > The corrupt MySQL data base is backed-up by actual copy (cp while mysqld > was stopped). The non-corrupt tables are backed-up by mysqldump. > > Is there any way to recover use of these two tables short of dropping > the entire data base and recreating? If I did that, would the mysqldump > of the remaining tables allow me to restore most content? > -- > Dave Close > > -- Best regards, Ruslan. From m0bilitee at gmail.com Wed Mar 9 17:57:17 2011 From: m0bilitee at gmail.com (m0bilitee) Date: Wed, 9 Mar 2011 16:57:17 -0600 Subject: [rt-users] Need assistance with rt authentication to Active Directory Message-ID: Hi folks, I'm trying to run rt 3.8.9 on CentOS 5.5, talking to Active Directory on a Windows Server 2003 domain controller. I followed the guide at the wiki at http://requesttracker.wikia.com/wiki/CentOS5InstallPlusSome and got everything working up to the external plugin. I consolidated the RT_SiteConfig.pm to not include the ExternalAuth pm to make it simpler for me to edit just a single file. My RT_SiteConfig.pm looks like this: ###################### # Custom Site Config # ###################### Set($rtname , "MyCo Inc."); Set($Organization , "rt.mydomain.internal"); Set($MinimumPasswordLength , "5"); Set($Timezone , 'US/Central'); Set(@Plugins, qw( RT::Authen::ExternalAuth )); Set($HomepageComponents, [qw( QuickCreate Quicksearch MyAdminQueues MySupportQueues MyReminders RefreshHomepage Dashboards )]); Set($DatabaseType , 'mysql'); Set($DatabaseHost , 'localhost'); Set($DatabaseRTHost , 'localhost'); Set($DatabasePort , ''); Set($DatabaseUser , 'rt_user'); Set($DatabasePassword , 'XXXXX'); Set($DatabaseName , 'rt3'); Set($OwnerEmail , 'root'); Set($LoopsToRTOwner , 1); Set($SendmailArguments , "-oi -t -f support\@rt.mydomain.internal"); Set($MaxAttachmentSize , 10000000); Set($RTAddressRegexp , '^rt\@rt.mydomain.internal$'); Set($CorrespondAddress , 'no-reply at rt.mydomain.internal'); Set($CommentAddress , 'no-reply at rt.mydomain.internal'); Set($UseFriendlyFromLine , 1); Set($FriendlyFromLineFormat , "\"%s\" <%s>"); Set($UseFriendlyToLine , 1); Set($FriendlyToLineFormat, "\"%s Ticket #%s\":;"); Set($NotifyActor, 0); Set($RecordOutgoingEmail, 1); Set($WebPath , "/ticket"); Set($WebPort , 80); Set($WebBaseURL , "http://rt"); Set($WebURL , $WebBaseURL . $WebPath . "/"); Set($MessageBoxWidth , 72); Set($MessageBoxWrap, "HARD"); Set($MaxInlineBody, 13456); Set($DefaultSummaryRows, 10); Set($OldestTransactionsFirst, '1'); Set($ShowTransactionImages, 1); Set($DateDayBeforeMonth , 0); Set($AmbiguousDayInPast , 1); Set($AutoCreate, {Privileged => 1}); Set($ExternalAuthPriority, [ 'My_LDAP' ] ); Set($ExternalInfoPriority, [ 'My_LDAP' ] ); Set($ExternalServiceUsesSSLorTLS, 0); Set($AutoCreateNonExternalUsers, 0); Set($ExternalSettings, { 'My_LDAP' => { 'type' => 'ldap', 'auth' => 1, 'info' => 1, 'server' => 'paris.mydomain.internal', 'user' => 'rtuser', 'pass' => 'rtuserpassword', 'base' => 'dc=newcospares,dc=internal', 'filter' => '(&(ObjectCategory=User)(ObjectClass=Person))', 'd_filter' => '(userAccountControl:1.2.840.113556.1.4.803:=2)', 'tls' => 0, # 'ssl_version' => 3, 'net_ldap_args' => [ version => 3 ], 'group' => 'cn=Domain Users,ou=Users,dc=newcospares,dc=internal', 'group_attr' => 'member', 'attr_match_list' => [ 'Name', 'EmailAddress' ], 'attr_map' => { 'Name' => 'sAMAccountName', 'EmailAddress' => 'mail', 'Organization' => 'physicalDeliveryOfficeName', 'RealName' => 'cn', 'ExternalAuthId' => 'sAMAccountName', 'Gecos' => 'sAMAccountName', 'WorkPhone' => 'telephoneNumber', 'Address1' => 'streetAddress', 'City' => 'l', 'State' => 'st', 'Zip' => 'postalCode', 'Country' => 'co' } } } ); # Steve Stuff Set ($LogToFileName,"rt3.error"); Set ($LogDir,'/var/tmp'); Set ($LogToFile,'debug'); When I restart apache and try to log in, I get the following results in the rt.log [Wed Mar 9 22:26:09 2011] [debug]: 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/Callbacks/ExternalAuth/autohandler/Auth:14) [Wed Mar 9 22:26:09 2011] [debug]: Attempting to use external auth service: My_LDAP (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:64) [Wed Mar 9 22:26:09 2011] [debug]: SSO Failed and no user to test with. Nexting (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:92) [Wed Mar 9 22:26:09 2011] [debug]: Autohandler called ExternalAuth. Response: (0, No User) (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:26) [Wed Mar 9 22:26:21 2011] [error]: FAILED LOGIN for mydomain.internal\steve from 192.168.88.45 (/opt/rt3/bin/../lib/RT/Interface/Web.pm:555) I'm an old-school network guy, so I fire up wireshark on the box to see if it's even talking to my DC, and there doesn't appear to be any traffic between my rt server and the DC. What am I missing here to get this thing to attempt to authenticate? I've looked at a lot of the old mailing list info and I'm not seeing the thing that says "aha!" I'm not sure what format my username is supposed to be as well, is it "domainname\username" or just my domain username or "username at domainname"? I've tried all variations but since I don't see traffic between the servers I doubt I'm getting that far yet. Many thanks in advance! - Steve -------------- next part -------------- An HTML attachment was scrubbed... URL: From yan at seiner.com Wed Mar 9 18:42:21 2011 From: yan at seiner.com (Yan Seiner) Date: Wed, 9 Mar 2011 15:42:21 -0800 (PST) Subject: [rt-users] Saving advanced searches Message-ID: I'm trying to build an advanced search that I can save as a global search. I'm running 3.8.9. As admin, I click on Edit Search, load a previously saved search, click on Advanced, make my modifications, click Apply. When I click on Edit Search, RT doesn't take me to the edit screen, but instead remains in the Advanced screen. I can go to Show Results, Bulk Update, New Search - but not Edit Search, so I cannot save my modifications. I'm convined this used to work. Is this a known bug, or am I just missing something? -- If you have eight hours to chop down a tree spend six sharpening your axe. --Abraham Lincoln From yan at seiner.com Wed Mar 9 18:55:58 2011 From: yan at seiner.com (Yan Seiner) Date: Wed, 9 Mar 2011 15:55:58 -0800 (PST) Subject: [rt-users] Saving advanced searches In-Reply-To: References: Message-ID: <25b7b2397d5b2ceb7ad02e79ccb15207.squirrel@mail.seiner.com> Never mind.... Turns out that it was probably a typo in the advanced query. Sure is confusing - would be nice if RT said something about that. On Wed, March 9, 2011 3:42 pm, Yan Seiner wrote: > I'm trying to build an advanced search that I can save as a global > search.. > > I'm running 3.8.9. > > As admin, I click on Edit Search, load a previously saved search, click on > Advanced, make my modifications, click Apply. > > When I click on Edit Search, RT doesn't take me to the edit screen, but > instead remains in the Advanced screen. I can go to Show Results, Bulk > Update, New Search - but not Edit Search, so I cannot save my > modifications. I'm convined this used to work. > > Is this a known bug, or am I just missing something? > > > -- > If you have eight hours to chop down a tree > spend six sharpening your axe. > --Abraham Lincoln > > > !DSPAM:4d781075231856171720384! > > -- If you have eight hours to chop down a tree spend six sharpening your axe. --Abraham Lincoln From mledbetter at neuric.com Wed Mar 9 19:25:27 2011 From: mledbetter at neuric.com (Micah R Ledbetter) Date: Wed, 9 Mar 2011 18:25:27 -0600 Subject: [rt-users] I can't authenticate via LDAP; I don't see the log messages I expect In-Reply-To: <435CB3214F92FD4E8E5CEEB86A20440240F8ABD5ED@MAILBOX.tbcnet.biltmore.com> References: <002b01cbddce$d0c0f860$7242e920$@com> <435CB3214F92FD4E8E5CEEB86A20440240F8ABD5ED@MAILBOX.tbcnet.biltmore.com> Message-ID: <001c01cbdeb9$a84a51b0$f8def510$@com> THANK YOU! This worked for me - I am now getting a lot more stuff logged to rt.log! What I did, in detail: - I removed what CPAN had installed to /opt/rt3/local/plugins - I downloaded and installed the dev release of external auth - I installed it via `perl Makefile.PL; make; make install` - I removed the default RT_SiteConfig.pm it created in /opt/rt3/local/plugins/RT-Authen-ExternalAuth/etc Now my each failed login produces these lines in rt.log: -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Jason Ledford Sent: Tuesday, March 08, 2011 18:48 To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] I can't authenticate via LDAP; I don't see the log messages I expect I am using rt 3.8.9, but I had to update to the dev release of external auth http://search.cpan.org/CPAN/authors/id/F/FA/FALCONE/RT-Authen-ExternalAuth-0 .08_01.tar.gz I was getting results like you, or lack of results. It didn't appear to even be loading the plugin. ________________________________________ From: rt-users-bounces at lists.bestpractical.com [rt-users-bounces at lists.bestpractical.com] On Behalf Of Micah R Ledbetter [mledbetter at neuric.com] Sent: Tuesday, March 08, 2011 3:24 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] I can't authenticate via LDAP; I don't see the log messages I expect Hi all, I'm having a problem making RT::Authen::ExternalAuth work with LDAP. Furthermore, when I go to the log to find out what's wrong, I see almost nothing there. I'm on Ubuntu 10.04.1, running RT 3.8.8 installed from source to /opt/rt3, and RT::Authen::ExternalAuth 0.08 installed from CPAN via this command: > PERL5LIB=/opt/rt3/lib cpan RT::Authen::ExternalAuth Here is my RT_SiteConfig.pm: http://pastie.org/1648532 I can log in as root, or any other locally-created user. When I do, I get a message to rt.log that looks like this: > [Tue Mar 8 19:46:18 2011] [info]: Successful login for root from \ > 192.168.55.133 (/opt/rt3/bin/../lib/RT/Interface/Web.pm:430) I cannot log in as any of my Active Directory users. When I do, or when I send a known-bad username/password combination, I get a message to rt.log that looks like this: > [Tue Mar 8 19:45:55 2011] [error]: FAILED LOGIN for mledbetter from \ > 192.168.55.133 (/opt/rt3/bin/../lib/RT/Interface/Web.pm:424) Those are the only messages that are EVER logged to the log file. I didn't even realize that there were more things that RT would log, until I ran across this message: http://lists.bestpractical.com/pipermail/rt-users/2010-August/065986.html Why can I not see those log messages? I would very much appreciate help in this regard, because if I could just solve that problem I think I could fix the Active Directory problem myself. Note that when I log in as root (which works because, of course, root is a local user, not an AD user), I can go to the System Configuration page. There, in the "RT Configuration" section, I see this line: > Plugins RT::Authen::ExternalAuth site config And in the "Loaded perl modules" section, I see this line: > RT::Interface::Web::Request 0.30 \ > /opt/rt3/bin/../lib/RT/Interface/Web/Request.pm I'm not sure where to go from here, and I'd appreciate any input. I'd also like to thank trs and jibsheet for helping me on IRC. - Micah From mledbetter at neuric.com Wed Mar 9 19:25:27 2011 From: mledbetter at neuric.com (Micah R Ledbetter) Date: Wed, 9 Mar 2011 18:25:27 -0600 Subject: [rt-users] I can't authenticate via LDAP; I don't see the log messages I expect In-Reply-To: <435CB3214F92FD4E8E5CEEB86A20440240F8ABD5ED@MAILBOX.tbcnet.biltmore.com> References: <002b01cbddce$d0c0f860$7242e920$@com> <435CB3214F92FD4E8E5CEEB86A20440240F8ABD5ED@MAILBOX.tbcnet.biltmore.com> Message-ID: <000f01cbdeb9$a810cb20$f8326160$@com> YES! This worked, thank you so much! In detail, here's what I did. - I removed everything that CPAN had put in /opt/rt3/local/plugins - I downloaded the dev release of external auth - I installed it with a simple `perl Makefile.PL; make; make install` - I removed the example RT_SiteConfig.pm that was created in /opt/rt3/local/plugins/RT-Authen-ExternalAuth/etc/ Now my logs are full of [debug] lines that pointed me in the right direction, and now Active Directory authentication is finally working. Thanks again. Should I file a bug report somewhere with what happened? I'd be happy to if it would be helpful for someone. - Micah -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Jason Ledford Sent: Tuesday, March 08, 2011 18:48 To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] I can't authenticate via LDAP; I don't see the log messages I expect I am using rt 3.8.9, but I had to update to the dev release of external auth http://search.cpan.org/CPAN/authors/id/F/FA/FALCONE/RT-Authen-ExternalAuth-0 .08_01.tar.gz I was getting results like you, or lack of results. It didn't appear to even be loading the plugin. ________________________________________ From: rt-users-bounces at lists.bestpractical.com [rt-users-bounces at lists.bestpractical.com] On Behalf Of Micah R Ledbetter [mledbetter at neuric.com] Sent: Tuesday, March 08, 2011 3:24 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] I can't authenticate via LDAP; I don't see the log messages I expect Hi all, I'm having a problem making RT::Authen::ExternalAuth work with LDAP. Furthermore, when I go to the log to find out what's wrong, I see almost nothing there. I'm on Ubuntu 10.04.1, running RT 3.8.8 installed from source to /opt/rt3, and RT::Authen::ExternalAuth 0.08 installed from CPAN via this command: > PERL5LIB=/opt/rt3/lib cpan RT::Authen::ExternalAuth Here is my RT_SiteConfig.pm: http://pastie.org/1648532 I can log in as root, or any other locally-created user. When I do, I get a message to rt.log that looks like this: > [Tue Mar 8 19:46:18 2011] [info]: Successful login for root from \ > 192.168.55.133 (/opt/rt3/bin/../lib/RT/Interface/Web.pm:430) I cannot log in as any of my Active Directory users. When I do, or when I send a known-bad username/password combination, I get a message to rt.log that looks like this: > [Tue Mar 8 19:45:55 2011] [error]: FAILED LOGIN for mledbetter from \ > 192.168.55.133 (/opt/rt3/bin/../lib/RT/Interface/Web.pm:424) Those are the only messages that are EVER logged to the log file. I didn't even realize that there were more things that RT would log, until I ran across this message: http://lists.bestpractical.com/pipermail/rt-users/2010-August/065986.html Why can I not see those log messages? I would very much appreciate help in this regard, because if I could just solve that problem I think I could fix the Active Directory problem myself. Note that when I log in as root (which works because, of course, root is a local user, not an AD user), I can go to the System Configuration page. There, in the "RT Configuration" section, I see this line: > Plugins RT::Authen::ExternalAuth site config And in the "Loaded perl modules" section, I see this line: > RT::Interface::Web::Request 0.30 \ > /opt/rt3/bin/../lib/RT/Interface/Web/Request.pm I'm not sure where to go from here, and I'd appreciate any input. I'd also like to thank trs and jibsheet for helping me on IRC. - Micah From trs at bestpractical.com Wed Mar 9 19:56:55 2011 From: trs at bestpractical.com (Thomas Sibley) Date: Wed, 09 Mar 2011 19:56:55 -0500 Subject: [rt-users] I can't authenticate via LDAP; I don't see the log messages I expect In-Reply-To: <000f01cbdeb9$a810cb20$f8326160$@com> References: <002b01cbddce$d0c0f860$7242e920$@com> <435CB3214F92FD4E8E5CEEB86A20440240F8ABD5ED@MAILBOX.tbcnet.biltmore.com> <000f01cbdeb9$a810cb20$f8326160$@com> Message-ID: <4D7821D7.9090307@bestpractical.com> On 09 Mar 2011 19:25, Micah R Ledbetter wrote: > Should I file a bug report somewhere with what happened? I'd be happy to if > it would be helpful for someone. What RT version are you actually running? You claimed RT 3.8.8, but ExternalAuth 0.08 is known to work with that and upgrading to ExternalAuth 0.08_01 shouldn't have mattered for 3.8.8. Thomas From trs at bestpractical.com Wed Mar 9 19:59:52 2011 From: trs at bestpractical.com (Thomas Sibley) Date: Wed, 09 Mar 2011 19:59:52 -0500 Subject: [rt-users] Need assistance with rt authentication to Active Directory In-Reply-To: References: Message-ID: <4D782288.6070504@bestpractical.com> On 09 Mar 2011 17:57, m0bilitee wrote: > Hi folks, I'm trying to run rt 3.8.9 on CentOS 5.5, talking to Active > Directory on a Windows Server 2003 domain controller. I followed the > guide at the wiki > at http://requesttracker.wikia.com/wiki/CentOS5InstallPlusSome and got > everything working up to the external plugin. RT 3.8.9 broke version 0.08 of ExternalAuth. 0.08_01 is the developer release which fixes the issue. You probably have 0.08. http://search.cpan.org/~falcone/RT-Authen-ExternalAuth-0.08_01/ Thomas From fireskyer at gmx.de Thu Mar 10 03:00:30 2011 From: fireskyer at gmx.de (john s.) Date: Thu, 10 Mar 2011 00:00:30 -0800 (PST) Subject: [rt-users] Cant find Atributes for the RT Brand Message-ID: <31113012.post@talk.nabble.com> Morning All I would like to change the RT Logo.... So i have modified the layout.css directly ... and it works well ... but the Brand Lettering Logo in the Lower Right Corner ?|? RT 3.8.8 1996-2009 Best Practical Solutions, Overlaps with my Logo Picture So where i can change the Attributes ( width, margin-top etc) for these element. best regards john -- View this message in context: http://old.nabble.com/Cant-find-Atributes-for-the-RT-Brand-tp31113012p31113012.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From fireskyer at gmx.de Thu Mar 10 03:09:26 2011 From: fireskyer at gmx.de (john s.) Date: Thu, 10 Mar 2011 00:09:26 -0800 (PST) Subject: [rt-users] Cloning Solutions which work with version 3.8.8 In-Reply-To: References: <31065802.post@talk.nabble.com> Message-ID: <31113014.post@talk.nabble.com> Hello Andrew Did this Version still working with 3.88? best regards john Barnes, Andrew (barnesaw) wrote: > > > > On 3/4/11 3:45 AM, "john s." wrote: > >> >>Good morning >> >>System: Linux Ubuntu Server 10.04 >>RT Version: 3.8.8 with modperl >> >> >>I'm going to use some Solutions to clone or copy some Queues... >>so the creation of new queues would be much easier. >> >> >>Has someone any experience with tools which work well done? >> >> >>best regards john > > RT:Extension::QueueWizard > -- > Drew Barnes > Applications Analyst > Network Resources Dept. > Raymond Walters College > > > >> > > > -- View this message in context: http://old.nabble.com/Cloning-Solutions-which-one-work-with-version-3.8.8-tp31065802p31113014.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From fireskyer at gmx.de Thu Mar 10 03:39:30 2011 From: fireskyer at gmx.de (john s.) Date: Thu, 10 Mar 2011 00:39:30 -0800 (PST) Subject: [rt-users] Text Template for Tickets In-Reply-To: <31065566.post@talk.nabble.com> References: <31065566.post@talk.nabble.com> Message-ID: <31113016.post@talk.nabble.com> Someone know out there what my intentions are? :) If not i describe in an other way I need an template like a html or word dokument for ticket creation is there any proper solutions for this task ? john s. wrote: > > > > > john s. wrote: >> >> Hello everybody >> >> >> I would like to use a Text Template for a an specific Ticket mask with >> fields like some, or how, how much does it cost and some specific Layout >> adjustments etc.. >> >> But i dont't want to use Custom Fields. >> >> >> Any chance to realise this ? >> >> >> best regards john >> >> >> >> >> >> >> >> >> >> >> > > -- > View this message in context: > http://old.nabble.com/Text-Template-for-Tickets-tp31058514p31065566.html > Sent from the Request Tracker - User mailing list archive at Nabble.com. > > > -- View this message in context: http://old.nabble.com/Re%3A-Text-Template-for-Tickets-tp31065570p31113016.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From fireskyer at gmx.de Thu Mar 10 03:45:44 2011 From: fireskyer at gmx.de (john s.) Date: Thu, 10 Mar 2011 00:45:44 -0800 (PST) Subject: [rt-users] Cloning Solutions which work with version 3.8.8 In-Reply-To: <31113014.post@talk.nabble.com> References: <31065802.post@talk.nabble.com> <31113014.post@talk.nabble.com> Message-ID: <31113099.post@talk.nabble.com> Thnx Andrew Still works fine best regards john john s. wrote: > > Hello Andrew > > Did this Version still working with 3.8.8? > > Edit: deleted > > > best regards john > > > Barnes, Andrew (barnesaw) wrote: >> >> >> >> On 3/4/11 3:45 AM, "john s." wrote: >> >>> >>>Good morning >>> >>>System: Linux Ubuntu Server 10.04 >>>RT Version: 3.8.8 with modperl >>> >>> >>>I'm going to use some Solutions to clone or copy some Queues... >>>so the creation of new queues would be much easier. >>> >>> >>>Has someone any experience with tools which work well done? >>> >>> >>>best regards john >> >> RT:Extension::QueueWizard >> -- >> Drew Barnes >> Applications Analyst >> Network Resources Dept. >> Raymond Walters College >> >> >> >>> >> >> >> > > -- View this message in context: http://old.nabble.com/Cloning-Solutions-which-one-work-with-version-3.8.8-tp31065802p31113099.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From fireskyer at gmx.de Thu Mar 10 04:03:16 2011 From: fireskyer at gmx.de (john s.) Date: Thu, 10 Mar 2011 01:03:16 -0800 (PST) Subject: [rt-users] Cloning Solutions which work with version 3.8.8 In-Reply-To: <31113099.post@talk.nabble.com> References: <31065802.post@talk.nabble.com> <31113014.post@talk.nabble.com> <31113099.post@talk.nabble.com> Message-ID: <31113199.post@talk.nabble.com> Almost..... Okay i have a little Problem I don't want to use any queue admin or queue staff by email ... so if i would like to create one these error message appears * Staff group Nagios _support for queue Nagios not found * Owner group Nagios _owners for queue Nagios not found is it possible to disable the email entry? best regards john john s. wrote: > > Thnx Andrew > > Still works fine > > > best regards john > > > > > > john s. wrote: >> >> Hello Andrew >> >> Did this Version still working with 3.8.8? >> >> Edit: deleted >> >> >> best regards john >> >> >> Barnes, Andrew (barnesaw) wrote: >>> >>> >>> >>> On 3/4/11 3:45 AM, "john s." wrote: >>> >>>> >>>>Good morning >>>> >>>>System: Linux Ubuntu Server 10.04 >>>>RT Version: 3.8.8 with modperl >>>> >>>> >>>>I'm going to use some Solutions to clone or copy some Queues... >>>>so the creation of new queues would be much easier. >>>> >>>> >>>>Has someone any experience with tools which work well done? >>>> >>>> >>>>best regards john >>> >>> RT:Extension::QueueWizard >>> -- >>> Drew Barnes >>> Applications Analyst >>> Network Resources Dept. >>> Raymond Walters College >>> >>> >>> >>>> >>> >>> >>> >> >> > > -- View this message in context: http://old.nabble.com/Cloning-Solutions-which-one-work-with-version-3.8.8-tp31065802p31113199.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From bastien.rocheron at gmail.com Thu Mar 10 05:40:05 2011 From: bastien.rocheron at gmail.com (bastien_) Date: Thu, 10 Mar 2011 02:40:05 -0800 (PST) Subject: [rt-users] Communication between RT and other ticketing systems Message-ID: <31113332.post@talk.nabble.com> Hello, I'm interested in implementing RT and before starting I would like to know if someone would care to share some ideas or experiences in linking RT with some other ticketing systems. In this case I would need to be able to send some tickets from RT to a Mantis system. I was not able to find my answer online, any idea or link to documentation is welcome. Thanks -- View this message in context: http://old.nabble.com/Communication-between-RT-and-other-ticketing-systems-tp31113332p31113332.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From dallas at craigslist.org Thu Mar 10 06:56:12 2011 From: dallas at craigslist.org (Dallas Wisehaupt) Date: Thu, 10 Mar 2011 03:56:12 -0800 (PST) Subject: [rt-users] Communication between RT and other ticketing systems In-Reply-To: <31113332.post@talk.nabble.com> References: <31113332.post@talk.nabble.com> Message-ID: The main way we have integrated RT with other ticket systems is using email between the systems. This can take some careful config of notifications, mainly to keep from creating loops that will keep spawning new tickets or reopening resolved ones. It has worked well with 3 different external vendors each running different systems. Dallas On Thu, 10 Mar 2011, bastien_ wrote: > > Hello, > > I'm interested in implementing RT and before starting I would like to know > if someone would care to share some ideas or experiences in linking RT with > some other ticketing systems. > In this case I would need to be able to send some tickets from RT to a > Mantis system. > > I was not able to find my answer online, any idea or link to documentation > is welcome. > Thanks > -- > View this message in context: http://old.nabble.com/Communication-between-RT-and-other-ticketing-systems-tp31113332p31113332.html > Sent from the Request Tracker - User mailing list archive at Nabble.com. > From Raed.El-Hames at daisygroupplc.com Thu Mar 10 07:04:21 2011 From: Raed.El-Hames at daisygroupplc.com (Raed El-Hames) Date: Thu, 10 Mar 2011 12:04:21 +0000 Subject: [rt-users] Communication between RT and other ticketing systems In-Reply-To: <31113332.post@talk.nabble.com> References: <31113332.post@talk.nabble.com> Message-ID: <892593C9CA8E25458C440A63DDC6774DD00370@DG-HEXMBX02.daisy.group> 1- I have my RT talking to another RT bidirectional using REST 2- It also talks to a windows based ticketing system via web services (soap on my RT end and .net service at the destination) -- The soap interface is something I've done here and very customised to our needs 3- It also talks to another couple of ticketing systems via email. So you take your pick of whatever method of comms you like, as I understand it Mantis have built in soap support , so you can build your own soap client from RT etc. Roy > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- > bounces at lists.bestpractical.com] On Behalf Of bastien_ > Sent: 10 March 2011 10:40 > To: rt-users at lists.bestpractical.com > Subject: [rt-users] Communication between RT and other ticketing systems > > > Hello, > > I'm interested in implementing RT and before starting I would like to know > if someone would care to share some ideas or experiences in linking RT > with > some other ticketing systems. > In this case I would need to be able to send some tickets from RT to a > Mantis system. > > I was not able to find my answer online, any idea or link to documentation > is welcome. > Thanks > -- > View this message in context: http://old.nabble.com/Communication-between- > RT-and-other-ticketing-systems-tp31113332p31113332.html > Sent from the Request Tracker - User mailing list archive at Nabble.com. From fireskyer at gmx.de Thu Mar 10 07:51:10 2011 From: fireskyer at gmx.de (john s.) Date: Thu, 10 Mar 2011 04:51:10 -0800 (PST) Subject: [rt-users] Cant find Atributes for the RT Brand In-Reply-To: <31113012.post@talk.nabble.com> References: <31113012.post@talk.nabble.com> Message-ID: <31115328.post@talk.nabble.com> okay i have it i just make some adjustments in the css file looks good:) best regards john john s. wrote: > > Morning All > > I would like to change the RT Logo.... > > So i have modified the layout.css directly ... and it works well ... but > the Brand Lettering Logo in the Lower Right Corner > > ?|? RT 3.8.8 1996-2009 Best Practical Solutions, > > Overlaps with my Logo Picture > > So where i can change the Attributes ( width, margin-top etc) for these > element. > > > best regards john > -- View this message in context: http://old.nabble.com/Cant-find-Atributes-for-the-RT-Brand-tp31113012p31115328.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From bjoern.schulz at desy.de Thu Mar 10 10:14:59 2011 From: bjoern.schulz at desy.de (=?ISO-8859-15?Q?Bj=F6rn_Schulz?=) Date: Thu, 10 Mar 2011 16:14:59 +0100 Subject: [rt-users] Cf with select one value with multiple lines Message-ID: <4D78EAF3.2070107@desy.de> Hi rt-users, I want to select a CF-Value in a ticket, but the value should have multiple lines (Customer addresses). Is this possible or do you have an other idea to select an address in a ticket? Cheers, Bj?rn From falcone at bestpractical.com Thu Mar 10 10:40:19 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 10 Mar 2011 10:40:19 -0500 Subject: [rt-users] Saving advanced searches In-Reply-To: <25b7b2397d5b2ceb7ad02e79ccb15207.squirrel@mail.seiner.com> References: <25b7b2397d5b2ceb7ad02e79ccb15207.squirrel@mail.seiner.com> Message-ID: <20110310154019.GA612@jibsheet.com> On Wed, Mar 09, 2011 at 03:55:58PM -0800, Yan Seiner wrote: > Turns out that it was probably a typo in the advanced query. Sure is > confusing - would be nice if RT said something about that. I think one of us made that more obvious for rt4 because they were bitten by the same bug -kevin > On Wed, March 9, 2011 3:42 pm, Yan Seiner wrote: > > I'm trying to build an advanced search that I can save as a global > > search.. > > > > I'm running 3.8.9. > > > > As admin, I click on Edit Search, load a previously saved search, click on > > Advanced, make my modifications, click Apply. > > > > When I click on Edit Search, RT doesn't take me to the edit screen, but > > instead remains in the Advanced screen. I can go to Show Results, Bulk > > Update, New Search - but not Edit Search, so I cannot save my > > modifications. I'm convined this used to work. > > > > Is this a known bug, or am I just missing something? -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Thu Mar 10 10:43:52 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 10 Mar 2011 10:43:52 -0500 Subject: [rt-users] Text Template for Tickets In-Reply-To: <31113016.post@talk.nabble.com> References: <31065566.post@talk.nabble.com> <31113016.post@talk.nabble.com> Message-ID: <20110310154352.GB612@jibsheet.com> On Thu, Mar 10, 2011 at 12:39:30AM -0800, john s. wrote: > > Someone know out there what my intentions are? > :) > > If not i describe in an other way > > I need an template like a html or word dokument for ticket creation > > is there any proper solutions for this task ? Sounds like you want Custom Fields, or RTx-FormTools or to otherwise write an external form and mail tickets into RT > > > > > john s. wrote: > > > > > > > > > > john s. wrote: > >> > >> Hello everybody > >> > >> > >> I would like to use a Text Template for a an specific Ticket mask with > >> fields like some, or how, how much does it cost and some specific Layout > >> adjustments etc.. > >> > >> But i dont't want to use Custom Fields. > >> > >> > >> Any chance to realise this ? > >> > >> > >> best regards john > >> > >> > >> > >> > >> > >> > >> > >> > >> > >> > >> > > > > -- > > View this message in context: > > http://old.nabble.com/Text-Template-for-Tickets-tp31058514p31065566.html > > Sent from the Request Tracker - User mailing list archive at Nabble.com. > > > > > > > > -- > View this message in context: http://old.nabble.com/Re%3A-Text-Template-for-Tickets-tp31065570p31113016.html > Sent from the Request Tracker - User mailing list archive at Nabble.com. > -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From BOlszewski at theprivatebank.com Thu Mar 10 10:53:43 2011 From: BOlszewski at theprivatebank.com (Brandon Olszewski) Date: Thu, 10 Mar 2011 09:53:43 -0600 Subject: [rt-users] Need RT to send mail to a group In-Reply-To: References: Message-ID: In case anyone is interested - I figured out the problem. Everything I did was correct, however, the only member of the group to which I wanted the mail sent was also the user moving the ticket. The transacting user, apparently, is exempt from the rt-email-group-admin action. I added an additional user to the group and that user receives mails exactly as expected. Brandon From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Brandon Olszewski Sent: Wednesday, March 09, 2011 4:12 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] Need RT to send mail to a group Greetings, I am trying to get my RT 3.8.9 instance running on SLES11 to send emails to all members of an RT group whenever a ticket is moved from any queue into the "LAN" queue. I've created a group called "LAN", and placed the desired recipient's RT user account as a member. I've used the following command to create a custom action to send email to this group: /opt/rt3/sbin/rt-email-gorup-admin -add 'Notify LAN group' -group 'LAN' And I have verified the successful creation of this action with this command: /opt/rt3/sbin/rt-email-group-admin -list 'Notify LAN group' Result of the above command: Name: Notify LAN group Module: NotifyGroup Members: Group => LAN I've created a scrip (number 14 for this RT instance) in the LAN queue with the following paramaters: Description: NotifyLAN Condition: On Queue Change Action: Notify LAN group (the custom action created in the above step) Template: Global template: Admin Correspondence (unchanged default template) Stage: TransactionCreate When I move a ticket to the LAN queue, no email is sent, and these two lines appear in the RT log file: [info]: #27/427 - Scrip 14 NotifyLAN (/opt/rt3/bin/../lib/RT/Interface/Email.pm:302) [info]: No recipients found. Not Sending. (/opt/rt3/bin/../lib/RT/Interface/Email.pm:352) I'm not set on using this method of sending email to a group if someone has an easier/working way to do it. Any help would be greatly appreciated. Brandon ________________________________ The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and privileged material. Unauthorized review, use, disclosure, or distribution is prohibited. If you receive this material/information in error, please contact the sender and destroy the material/information. Email is not a secure form of communication and should not be used to transmit personal or confidential information such as account numbers, balance information, or wire transfer requests. The PrivateBank is not responsible for the security of sensitive information received by email. ________________________________ The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and privileged material. Unauthorized review, use, disclosure, or distribution is prohibited. If you receive this material/information in error, please contact the sender and destroy the material/information. Email is not a secure form of communication and should not be used to transmit personal or confidential information such as account numbers, balance information, or wire transfer requests. The PrivateBank is not responsible for the security of sensitive information received by email. -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Thu Mar 10 10:54:40 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 10 Mar 2011 10:54:40 -0500 Subject: [rt-users] Need RT to send mail to a group In-Reply-To: References: Message-ID: <20110310155440.GC612@jibsheet.com> On Thu, Mar 10, 2011 at 09:53:43AM -0600, Brandon Olszewski wrote: > In case anyone is interested - I figured out the problem. Everything I did was correct, > however, the only member of the group to which I wanted the mail sent was also the user moving > the ticket. The transacting user, apparently, is exempt from the rt-email-group-admin > action. I added an additional user to the group and that user receives mails exactly as > expected. > You want to read about $NotifyActor in your RT_Config.pm or as a user preference in 3.8.9 > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Brandon Olszewski > Sent: Wednesday, March 09, 2011 4:12 PM > To: rt-users at lists.bestpractical.com > Subject: [rt-users] Need RT to send mail to a group > > > > Greetings, > > > > I am trying to get my RT 3.8.9 instance running on SLES11 to send emails to all members of an > RT group whenever a ticket is moved from any queue into the "LAN" queue. I've created a group > called "LAN", and placed the desired recipient's RT user account as a member. > > > > I've used the following command to create a custom action to send email to this group: > > /opt/rt3/sbin/rt-email-gorup-admin -add `Notify LAN group' -group `LAN' > > > > And I have verified the successful creation of this action with this command: > > /opt/rt3/sbin/rt-email-group-admin -list `Notify LAN group' > > > > Result of the above command: > > Name: Notify LAN group > > Module: NotifyGroup > > Members: > > Group => LAN > > > > I've created a scrip (number 14 for this RT instance) in the LAN queue with the following > paramaters: > > > > Description: NotifyLAN > > Condition: On Queue Change > > Action: Notify LAN group (the custom action created in the above step) > > Template: Global template: Admin Correspondence (unchanged default template) > > Stage: TransactionCreate > > > > > > When I move a ticket to the LAN queue, no email is sent, and these two lines appear in the RT > log file: > > > > [info]: #27/427 - Scrip 14 NotifyLAN (/opt/rt3/bin/../lib/RT/Interface/Email.pm:302) > > [info]: No recipients found. Not Sending. (/opt/rt3/bin/../lib/RT/Interface/Email.pm:352) > > > > > > I'm not set on using this method of sending email to a group if someone has an easier/working > way to do it. Any help would be greatly appreciated. > > > > Brandon > > > > ---------------------------------------------------------------------------------------------- > > The information transmitted is intended only for the person or entity to which it is addressed > and may contain confidential and privileged material. Unauthorized review, use, disclosure, or > distribution is prohibited. If you receive this material/information in error, please contact > the sender and destroy the material/information. > > Email is not a secure form of communication and should not be used to transmit personal or > confidential information such as account numbers, balance information, or wire transfer > requests. The PrivateBank is not responsible for the security of sensitive information > received by email. > > ---------------------------------------------------------------------------------------------- > > The information transmitted is intended only for the person or entity to which it is addressed > and may contain confidential and privileged material. Unauthorized review, use, disclosure, or > distribution is prohibited. If you receive this material/information in error, please contact > the sender and destroy the material/information. > > Email is not a secure form of communication and should not be used to transmit personal or > confidential information such as account numbers, balance information, or wire transfer > requests. The PrivateBank is not responsible for the security of sensitive information > received by email. -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From gsollazz at sgul.ac.uk Thu Mar 10 11:00:21 2011 From: gsollazz at sgul.ac.uk (Giuseppe Sollazzo) Date: Thu, 10 Mar 2011 16:00:21 +0000 Subject: [rt-users] Refresh interval on RT 3.8.7 In-Reply-To: <4D711874.1040100@sgul.ac.uk> References: <4D70F469.8040202@sgul.ac.uk> <20110304145024.GD95513@jibsheet.com> <23EF65A707920D44A66C965E094412BC1963DBDD1A@RCLTEXCMS02.resource.hearstcorp.com> <4D711874.1040100@sgul.ac.uk> Message-ID: <4D78F595.7020700@sgul.ac.uk> Hi there, Has anyone got any other idea about how to solve this? Cheers, Giuseppe On 04/03/11 16:51, Giuseppe Sollazzo wrote: > Yep, done that too to no luck. > > Giuseppe > > On 04/03/11 16:50, Lander, Scott wrote: >> Also, If I remember right, changes to RT_SiteConfig require an Apache >> restart.... >> >> >> -----Original Message----- >> From: rt-users-bounces at lists.bestpractical.com >> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin >> Falcone >> Sent: Friday, March 04, 2011 9:50 AM >> To: rt-users at lists.bestpractical.com >> Subject: Re: [rt-users] Refresh interval on RT 3.8.7 >> >> On Fri, Mar 04, 2011 at 02:17:13PM +0000, Giuseppe Sollazzo wrote: >>> Hi all, >>> I was looking for a way to set up a global refresh interval for the >>> pages with tickets/searches and I found on the wiki that from version >>> 3.8.3 I can setup >>> >>> Set($HomepageRefreshInterval, "300"); >>> Set($SearchResultsRefreshInterval, "20"); >>> >>> in RT_SiteConfig.pm. >>> >>> However, even upon reloading the pages (with a logout) doesn't change >>> the "refresh" component shown in the homepage. We run RT >>> 3.8.7 so there shouldn't be compatibility issues. >> At least one of those is spelled wrong, you should consult >> RT_Config.pm for spelling and documentation. >> Also, keep in mind that these are available as user preferences and >> may be overriding the global setting. >> >> -kevin >> ------------------------------------------------------------------------------------ >> >> This e-mail message is intended only for the personal use of the >> recipient(s) named above. If you are not an intended recipient, you >> may not review, copy or distribute this message. If you have received >> this communication in error, please notify the Hearst Service Center >> (cadmin at hearstsc.com) immediately by email and delete the original >> message. >> ------------------------------------------------------------------------------------ >> >> > > -- ____________________________________ 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 -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Thu Mar 10 11:04:24 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 10 Mar 2011 11:04:24 -0500 Subject: [rt-users] Cf with select one value with multiple lines In-Reply-To: <4D78EAF3.2070107@desy.de> References: <4D78EAF3.2070107@desy.de> Message-ID: <20110310160424.GD612@jibsheet.com> On Thu, Mar 10, 2011 at 04:14:59PM +0100, Bj?rn Schulz wrote: > Hi rt-users, > > I want to select a CF-Value in a ticket, but the value should have > multiple lines (Customer addresses). > > Is this possible or do you have an other idea to select an address in a > ticket? Can you even have
inside an